Unacceptable and Unprofessional Service

I believed this would be an easy fix, but ended up experiencing multiple different frustrating problems that were not solved to my expectations. The service provided has always been below industry's standard ever since I made the claim. There's no way I would expect this from a SAMBRA approved panelbeater. The Easte Branch has not met my expectations. I was provided with a timeline for parts to arrive, and when the timeline came and went, I had to reach out to them. This level of communication is not good enough. Moreover, I clearly asked for a verification of the repair on my vehicle's mag for which the assessor had already given an approval. The first response I got was that it had not been authorized, and later on I found out he had authorized it as described in the assessors report. After a lot of explaining, the rim was finally sent for repairs and the expected time changed for my vehicle to be completed to one day longer. When I collected my car after the repairs had been completed, I observed the following defects simultaneously: 1) Panels were not aligned. 2) Dents were not pulled out and painted as instructed. 3) Certain damages were completely overlooked. 4) Overspray was observed on areas of the car that were not supposed to be painted, like the front bumper, despite the damage being confined to the rear right side of the car. 5) There were bubbles where work had been painted. It took me more than two hours of discussing all these issues to leave with my car without accepting the work officially, as it was clearly of a low quality. I was requested to have the vehicle taken to your Centurion Branch for repairs. Unfortunately, after leaving the vehicle with them for more than a week, the issues were not addressed. The overspray on the front bumper was not fully removed, and the other damages were not investigated or addressed. Furthermore, your staff could not provide a report or an assessment for the additional damages that were to be repaired. When I picked up my car for the second time, the job looked partially acceptable, but the problem of overspray still wasn't fully resolved. Upon further negotiation, they sent my car back into the workshop to have the overspray removed. Again WASTING my time. While collecting, I was presented with a "Clearance Certificate," which I had already agreed to sign, just to be done with the below standard work done by this panelbeater and take my car away from the bad service I had received. To my dismay, the certificate was missing, and the file containing details of my car suddenly became "unavailable." On waiting for 40 minutes, the certificate was handed over to me, again with the incorrect details. When I recorded details to clarify the discrepancies, the Franchise Manager handling complaints attempted to erase my entries, informing me that the issues had been resolved. As a customer I am entitled to note down the issues on that clearance certificate.

The Franchise Manager handling complaints' action was completely unacceptable. He confessed that he had not even read through the lengthy email exchange (68 emails) of my case, which is surprising given that he had taken upon himself to deal with the complaint. General attitude displayed by both the Director and the Franchise Manager, after initially displaying the willingness to assist, turned arrogant and unhelpful. This is extremely unprofessional and not the kind of service I expect from a company of your standing.

Overall, I am extremely disappointed with the overall management of my car repair. The communication was poor, the quality of work was substandard, and the inability of the management and staff to own up has left me completely disgruntled. I do not believe this firm is qualified to handle luxury vehicles.