GROSS NEGLIGENCE, INCOMPETENCY, DISHONESTY & DOWNRIGHT ********!!!

On 21/01/2020, I took my vehicle to Renew-IT Sandton (the one in Wynberg) for repairs. They are a Standard Bank Insurance approved auto-body/repairer. They were instructed to repair the accident damages to the vehicle against and I provided them with a quote from Mercedes Benz as a point of reference and requested they assess the accident damage to my vehicle to the same degree as the vehicle manufacture, Mercedes Benz.

On 31/01/2020, Renew-IT informed me that my vehicle had been fully repaired and that it was ready for collection. When I enquired whether they had checked for everything that Mercedes Benz had, I was told yes and that nothing else on the vehicle was outstanding. However, when it was time to collect the car, it was not ready, the paint-job on it was faulty, the car was standing on three wheels as Renew-IT had in fact not repaired my rim.

Nevertheless, they gave me one of their spare wheels and told me to return on Monday (03/02/2020) to have the paint job fixed and collect my rim (as it would have been repaired by Monday). When I drove off with the car on 31/01/2020, it was clear from the start that something mechanical was still wrong with the car. When I braked, it made grinding noises even as Renew-IT had assured me that everything was fixed including any mechanical issues.

I immediately called them back to inform them of the matter and my calls were not returned. On 31/01/2020, I took the car to another auto-body company, Tutuka Motors (they are also Mercedes Benz approved, just like Renew-IT). They assessed the vehicle and determined that the vehicle was not fixed properly and determined that it was in fact risky that it was handed back to me in that condition. Tutuka assessed that repairs amounting to R97 721.38 still needed to be carried out on the car. Mind you their assessment was done after Renew-IT had told me that all the repairs to the car had been done and gave me assurances that everything was ok. Mercedes Benz had also assessed the damages to the car to be in the region of R92 422.10 and yet Renew-IT repaired the car for R10 846.36 – a vast difference from at least two separate quotes.

I informed both Renew-IT and Standard Bank (as well as the insurance’s assessor) about the condition of the car and my dissatisfaction. A man who identified himself as a Renew-IT Director even took the car for a drive on 31/02/2020 and also picked that the car was not repaired properly as he also heard the grinding noise when he braked. In fact he told me he’s picking up two different noises from the vehicle.

Subsequently, the Director confirmed my concerns and admitted oversight and enquired from his management staff about how the car was released back to my possession in that bad condition. He asked me to leave the car with them again and assured me that it would be repaired appropriately this time around. Against my wish and on the insistence of my insure company, Standard Bank to leave the car with Renew-IT (so they can get a chance to fix their mistake), I left the vehicle with Renew-IT for the 2nd time. They once again reassured me that everything and the grinding noise when braking, would be inspected and repaired accordingly (along with the messy paint job and the outstanding rim.

From 03/02/2020 they had my car and I kept following-up on the status of the repairs. On 10/02/2020 they informed that the grinding noise on the vehicle had been attended to and that it had been fixed as they had fixed the wheel baring. Mind you two different quotes (from Tutuka Motors and Mercedes Benz) had indicated that the entire steering rack of the vehicle needed to be replaced and Renew-IT only fixes the wheel barring. I enquired about this vast difference in the damage assessment that Renew-IT had conducted and they indicted to me that they would be seeking a second opinion from Grand Central Mercedes Benz and that they would ask them to check the steering rack for any damages and inform me of the outcome.

On 13/02/2020 I received a call from Renew-IT and they informed that Grand Central Mercedes Benz had assessed my vehicle and agreed with them that there were no further faults to be repaired. Renew-IT then informed me that I should come collect my vehicle the following day, and that it will now just be washed and cleaned for me.

Sure enough, the following day in the afternoon of 14/02/2020 (around 14H00), I contacted Renew-IT to enquire about the time I should come fetch the car, as they had been quite the whole day. I also asked for a detailed report from Grand Central Mercedes Benz that had in fact indicated that there were no further faults to the vehicle and the reasoning for that determination so that should something go wrong, I have something writing that indicated otherwise.

It was upon this enquiry was I informed by Renew-IT that, no in fact, Grand Central Mercedes Benz had in fact indicated that my car needed further repairs. According to Renew-IT, Grand Central Mercedes Benz had in fact determined that there was a ball joint and a tie rod that needed replacing. I was informed of these outstanding repairs on the day I was meant to collet my vehicle even as Renew-IT had indicated that everything was fine just a day earlier.

Twice I had given them a chance to repair the car and twice they failed.

Twice I was told my car was ready for collection and twice I arrived to collect it and it was not ready.

Twice I was told the steering rack needs replacing and twice Renew-IT failed to pick this up.

I have been frustrated beyond imagination and my insurer keeps insisting I take my vehicle to these guys who have clearly demonstrated their inability to carry out the job. The level of incompetency, unprofessionalism, lack of care and risk to my life and that of my family’s from not only Renew-IT but also Standard Bank (as my insurer) and their assessors (AAA) is beyond disappointing! It’s dishonest and quite frankly, ********!!!

I need recourse!

This is ridiculous! I do not have to remind anyone how critical it is to have these repairs done to the vehicle as a matter of urgency.

This is ********* business conduct from everyone concerned and gross negligence.

Please help.

Regards Ms Zukelwa Solomon