National Roller Shutter Doors' shockingly bad service

On the 1st of November, I requested a quote from Cape Gate Motors, for my gate’s motor that is not charging its battery. Shortly afterwards I received a Whatsapp message from National Roller Shutter Doors When the technician came on-site, I explained to him what’s wrong (battery does not want to charge). I also told him that it’s NOT the battery, as that battery works perfectly good in the other gate’s motor. He told me that he can’t give me a quote, as he does not know what could be the cause – he then asked if he can take the motor with him, to investigate (understandably). I specifically then told him NOT to fix the motor, until I get a quote.

3rd of November, the technician phoned me to tell me that it will cost me R 2 850,00. I then immediately declined the quote on the phone and that was when he told me that he already got the motor fixed. I told him to put my old parts back and bring back my motor. He then came to my house and then told me that it will cost me R 2 400,00 without an official quote on paper. This was not acceptable to me either, and I told him that I needed an official quote from him – which he then supplied me with. I immediately declined the quote on mail then as well.

After a lengthy argument from the technician, as to why I cannot decline the quote, he then suddenly mention, for the first time, that I now needed to pay a call-out fee.

Furthermore, w.r.t. the quote I received, he is charging me R 650,00 for a battery. I know for a fact that there’s nothing wrong with the battery that was in that motor, as I was using that battery on a different motor as well (swapping purposes to keep it charged) – so the battery does not need to be replaced. The worst part of it is, I can buy that battery from Brights for R 219,00. He was obviously trying to work me through the ears, with this quote. He then left with my motor.

For the next 2 weeks, this company’s staff were completely ghosting me – not answering my telephone calls (from my personal cell) but do answer, when I’m using various other cell phones.

Eventually on the 18th of November, I got hold of Sean or Shaun Botha’s number (apparently the owner of this company – but I really believe this guy is a ghost). Phoned the number and was automatically diverted to the Business Operations Manager on duty, who put me in contact with a lady in charge of operations in Cape Town. After sending a complaint e-mail to her, she came back to me with a new quote of R 1 750,00 (minus the new battery) – 25th of November. She told me that I must pay the money before they will come back to me and install the motor. Finally I thought this nightmare will be over and I paid the money into their bank account the next day.

Waited till the 8th of December for the technician to come and install my motor. He pitched, he installed and got into his car and drove off (before I could test the motor). Needless to say - it was not working.

From the 9th of December up until the 19th of December, I spoke to a number of different Business Operation Managers, that was answering Sean Botha’s diverted calls (and they only answered when I phoned from different numbers). They all made empty promises and said they’ll get back to me – none did until I “slightly” lost my cool and threatened with “outside assistance”.

I was then promised by this lady that she’ll keep me posted as they do NOT have a technician in Cape Town that can help me (the one that they did have, was fired for stealing – wow, what a surprise). She also informed me that they have a policy that they can’t pay me my money back.

The last response I’ve received from her was the 4th of January and I’ve been following up with them on a weekly basis on whatsapp - they are still ghosting my telephone calls though.

Three and a half months later and still no working gate motor - I am absolutely shocked with this service that I’m getting from National Roller Shutter Doors.