Delivery promise not kept, bad customer service

Morning.

I was involved in an accident on the 25 October 2017 on my return from JHB at about 25km to the Nyl Toll Gate North bound. The Insurance subsequently informed me that Super Renewal was assigned the job to fix the car. I personally went there to check if the car has been received and is receiving attention. I was told that the guy responsible in the workshop is Fishet who will update me on developments. I subsequently informed him that please if its possible I should get the car on or before the 14th December 2017 as I need the vehicle for my younger sister's wedding on the 15 December 2017. I got a promise and commitment that once the parts are received the job will be done. Upon follow-up on progress i was informed that all the other parts are available except a plate covering the Gear Box. I then enquired if it is not possible to get those other parts and they commence with work awaiting the said plate. The response I got was that it presents a challenge with the Insurance in terms of payments as the insurance want one invoice or all invoices at once. I was informed that efforts will be taken to source it from Secunda. Secunda had the part on the system and they had to hunt for it for more than two days to no success. I then proposed to pay from my pocket for the parts available for them to commence with the work and I will sign to take the incomplete car for I cant afford to disappoint my sister and return it upon their opening in January 2018. Whilst the idea was still to be considered (I thought so) I was informed that the part is now available at their usual supplier. To me then it meant it was now all systems go for work to be done. I was subsequently informed when I went to assess progress that the car's battery was malfunctioning and thus causing delays for working on the car as they had to solicit person power to push it around in the workshop. I immediately bought a new batter within their proximity and delivered to them.

Some days to come when I called to enquire on progress I was told that the bumper to be installed was a wrong one and they had to return it. To me it imp**** that they never checked the bumper on its arrival and only realised it when they had to install it as I was previously told that the bumper has been painted. I kept on checking if indeed the car will be ready at the appropriate time and date as promised and I was assured. I then further planned to use the vehicle to Durban for Holidays from the 18-22 December 2017. On the 14 December 2017 when I enquired on progress I was then told that the car is complete however they have picked some unusual shaking on the front right side which then they will wait for the Assessor on Friday the 15th December 2017, as it is his usual day to come, and discuss the matter with him with the view to take the car to Mercurius for a better diagnosis. I was further alerted that the Gear Box seemed to have been fixed a crack previously and owing to the accident there is leakage from the cracked and repaired area and same will be fixed too. It then dawned on me that the unintended eventuality has occurred in that my sister will be seriously disappointed and my family trip is also in jeopardy. I then had no option but to hire cars for the two situations.

On the 01 January 2018 I got a call assuring me that the car will receive priority on reopening on the 03 January 2018 which date diferred with the promised date of the 02 January 2018. Everything was out of my control and I just hanged in there as I was now in their mercy. On the 04 January 2018 I called to check if indeed the workshop was opened and work has commenced. I was promised that the car will be ready on or around the 09-10 January 2018 with the latest being the 11 January 2018. I then raised the fact that I need now to travel to East London on the 11 or 12 in the morning. I was assured that not much is pending and the car will be ready. On the 11th I called to no response and after 30 minutes when I called I was told that the car is being polished and from there it will be taken to John-T for Wheel Alignment and Balancing as the last stage. By the end of the 11th there was nothing on sight except promises. On the 12th at about 09h00 I called without a response. I then got a return call whereby I was asked if I preferred to replace the cover for lights wipers' water outlet or retain the old one as the Insurance is not covering it. I was stunned and taken aback especially when I was told that the decision will determine if the bumper could be fitted or not. I was assured that it is a small job to paint the cover, polish it and fit it in. I to date regret why I accepted because it appeared thats what delayed the work to beyond 12h00 that I was promised which would have included John-T's work. I then called at 14h37 to check progress and kept on being assured that the work is being completed. As I was engaged in my other activities outside Town, I decided to give them ample time to work and check later. At 16h00 I called to no response. I called again at 16h39 until 17h01 interchanging between mobile number and office to no avail and it dawned on me that there is a deliberate decision taken not to respond to my calls and probably the office is closed.

On Monday 15 January 2018 my Niece opted to visit them to check on what the challenge is especially that on the 12 January 2018 I had given him money for Acsses and additional work to pay once they indicate the car's readiness given the fact that I was out of Town. He was told that the front right hand shaking has been fixed through wheel balancing and alignment yet I was told the previous week that it was detected that something was loose and that was tightened. They told him that they still had to wash and polish the car and it will be ready by the 17 January 2018.

My Niece volunteered to assist me as he noted that I had resolve not to engage them anymore and taking this route. I therefore appeal to yourselves to intervene and ensure that the car is ready having checked all their work as I am not in a position to neither visit them nor listen to their stories anymore.

They called my Naphew on the 17th of January saying the car is ready for collection, upon collection he noticed that the bonnet they had worked on was not not polished as it had machine smudges on it, he again had to wait about three hours for them to work on the bonnet. I am deeply disappointed and honestly would not refer anyone to this company.