Pathetic Service

<p>The incident occurred on the 08th of January 2016, the car was towed to a towing yard in Bela-Bela. After I was made aware that my car was left to get water logged (Panoramic roof was broken from the incident – Water was filling up in the car and they would periodically let it out and then let more water to fill up and then let that water out too). I then proceeded to call the insurance company to make them aware of this on the 12th of January 2016. I then called Audi SA to ask what the risk of this would be to my Car and they informed me that the car should be taken to an Audi Dealership for inspection before any work is performed on the car, which I then relayed to the Insurance Company. </p> <p>Notes where **** by (Assessor: Jacques Erasmus) on the claim report that the Panelbeater needs to inspect the damage to the vehicle from it being waterlogged (Quote “Pls do diagnostics before starting the job as vehicle got wet inside due to the rain storm, pls check seats before starting the job as theglass fell on seats and there could be damages) which at the point of write-off of the vehicle, he said he was only made aware of water damage to the vehicle in the later course. They proceeded to repair the roof of the car, with delays of parts being ordered (the panoramic roof – which in the event of an accident the car should be written-off which was the advice from the dealership). </p> <p>Damage that was approved for repairs was R 52,294.84 which they still had to redo again with additional damage of which was overlooked of by the assessor. The car was returned to me (I collected the car from Hatfield Audi where they were instructed to check that the new roof electronics are operational) in a horror able state, it was dirty, it had not been cleaned inside, and there was glass on the seats from the accident. There was a rotten smell in the car, paint on the roof side rails, there were strange markings on the rear side of the car looked like some tape that destroyed the paint (not even the valet could remove the markings), the steering wheel was rusted and the ice blue interior of the car looked brown blue, some of the seats the thread was already coming apart (this is caused by the water absorption that took place when the car was water logged) I contacted the insurance company to complain about the state of my car. I was instructed to take the car for a valet to have it cleaned and still that did not help one bit. </p> <p>The car was taken to Audi Menlyn for a service before it was due to be returned to the panel beaters, where a diagnostic was performed on the car at my request because things were not all operational and I had concerns around this. I was informed that the roof was not fitted correctly (The car was deemed not to be road worthy from a safety perspective as the roof being a safety net if the car is to overturn would not give the guarantees of safety) hence the noise in the car, the water collecting at the rear of the roof, the roof had fisheyes, the radio, climate control system and audio display system was dead (Non-functional) from water damage, and the multifunction steering wheel was none-functional, Audi then put together a prelim quote of parts they need to order to the tune of +/- R 256K. After this I took the car to Deka for a full assessment (I had to pay for this report to strengthen my case with the Insurance Company). </p> <p>Once I had submitted the report to the panel beater and the Assessor they said I must return the car to the panel beaters site. They were going to fix the car, I then complained and informed them that the car needs to be taken to Audi for them to asses it properly for us to get a true value of the work that is need to fix the car. The car was then take to Audi were they stripped the car. While stripping the seats of the car the technician found that the sponge under the seats still had water from the water log incident which was 4 months later, and there was extensive interior damaged caused by the water that had entered the car. After Audi had given the insurance the cost to repair the car they decided to write-off the car at end of May 2016. </p> <p>I then questioned the Insurance Company to say that why was the car not write-off in the first place, as I have been incurring unnecessary cost over the months. The Insurance Company has been sending me from pillar to post in getting any feedback or assistance to resolve this matter. To date I’m still awaiting for them to send me confirmation that they are rejecting my claim for me to be compensated for this, they keep telling me that the matter is being escalated to a manager and then to another manager. In my experience with them I have been the one calling and asking for assistance or progress reports with them not even returning 1 of my calls.</p>