Vehicle Damage and Handling of Incident

I am writing to raise a serious concern following a recent visit to your Supaquick Menlyn branch (Shop C30, Menlyn Retail Park, Garsfontein Rd, Newlands, Pretoria, 0081) on 22 July 2025, where I brought my vehicle in for wheel balancing and alignment.

The service appeared to be completed without issue. However, the following day, 23 July, at around 11:00 AM, I discovered visible damage to the front lip of my vehicle’s bumper. Concerned that this may have occurred while the vehicle was in Supaquick’s care, I contacted the branch and requested CCTV footage to confirm what had transpired.

I was told that the footage could not be reviewed because management was on leave, and I would need to return on Monday, 28 July. I found this response completely unacceptable, particularly given the urgency of the matter, and visited the branch in person that same day. I was assured an investigation would take place and that I would be contacted with feedback.

On 24 July, Supaquick provided four video clips, showing:

The car being driven onto the ramp;

A staff member guiding it onto the ramp;

A jack being moved before entering the alignment bay;

The vehicle being parked after testing.

Critically, when I asked for footage of the vehicle reversing out of the alignment bay—a key moment that could shed light on whether the damage occurred—I was told this footage does not exist and was not captured. This is deeply concerning.

On 25 July, I received five photos and two videos purportedly showing my vehicle exiting the premises at 16:24:43 on 22 July, without damage. However, this contradicts the invoice timestamp of 16:25. This raises a critical question: How could my car exit before I had even completed payment? This inconsistency has not been adequately addressed.

When I returned to the branch again to request the full and unedited CCTV footage, I was met with resistance from Mr. JP Boshoff, who became visibly aggravated. He stated that he had “spent two days on this already” and that it was a waste of his time. I found this behaviour unprofessional and entirely inappropriate—especially considering I am simply trying to understand how my vehicle was damaged while under your care.

At this point, I am left extremely dissatisfied, both with the handling of the incident and with the lack of accountability shown. The missing footage of my vehicle exiting the alignment bay—paired with inconsistencies in the timeline and dismissive customer service—makes it impossible for me to have confidence in the outcome of Supaquick's so-called investigation.