Poor Communication and Slow Service delivery

I am writing to formally lodge a complaint regarding the extensive delays and poor communication related to the repair of my Renault Kwid Claim number 300908394690560, which was brought in for repairs on the 15th of May 2024.

Before bringing the vehicle in, I explicitly asked if all the necessary parts were available for the repairs. I was assured by Chako Panelbeaters that they had all the required parts, which influenced my decision to proceed. At that time, I was told that the repair would take until the 29th of May 2024.

However, the completion date has been repeatedly pushed back. As of my last communication with Chako Panelbeaters on the 12th of June, I was informed that the completion date had been further delayed to the 15th of June and subsequently to the 19th of June. Despite the assurance that the vehicle was in the painting stage since the 29th of May, progress has been disappointingly slow.

Moreover, I was recently informed that additional repairs are needed, incurring further costs, which were never previously discussed with me. I was also told that there has been a wait for more parts, a fact that was never communicated to me until now.

This delay is not only frustrating but is also causing significant inconvenience and additional expenses. I had planned for only two weeks of repairs as initially communicated, but it has now been almost a month. The prolonged repair time is forcing me to spend more on transport, which was not anticipated.

The lack of transparency and continual delays are causing significant inconvenience and frustration. I expect a clear, honest update on the status of the repairs, including a realistic and final completion date. Additionally, I request an explanation for the poor communication and the additional costs that were not previously disclosed.

I trust that Santam Insurance and Chako Panelbeaters will address this matter urgently and provide the necessary resolutions to avoid further inconvenience.

Thank you for your prompt attention to this matter.