STEPHANIE N

Poor Service SMG Braidene Repair Service

Vehicle went to SMG Braidene on 15 July 2022. Initially struggled to get a quotation, made several calls and eventually requested for it to be sent via wats app. It was immediately submitted to the insurance and insurance confirmed no delays from their side, assessor was sent and insurance approved to proceed. Few weeks passed and to mo surprise no communication from anyone. I called several times and no retiring of my calls. Expressed my dissapointment in the lack of commitment and communication abd requested to speak to a manager instead. I immediately got feedback stating it would be ready 3rd week August latest. After several calls yet again no feedback from the team or no calls returned. I was then contacted to state that the vehicle failed the quality test and will take an additional week. End Aug yhe vehicle was still not ready and no communication or feedback from the manager as well... Thereafter I recieved a call on 5th September informing me that my vehicle is gone to Tiger wheel a d Tyre and once that is passed I coukd fetch my vehicle the same day. Yet again to no surprise no further communication and I had no choice but to call again on the 6th and 7th Sept and on the 7th only to find out that the vehicle is infact ready and I can collect but without a canopy which the vehicle was insured for. Of course I questioned and requested to speak to a higher manager Viresh which assured me he will look into it abd revert and he did. His explanation was I was not covered for the canopy and if I required one then I would need to psy separately, so I immediately got my insurance broker on the same call so we had a 3 way call so it could be clarified. My broker confirmed I was covered and SMG submitted a new claim on the 7th September which was approved on the 7th Sept by my insurance. Viresh confirmed that the insurance assessor had initially declined the canopy as he didn't see one on the vehicle yet the vehicle was went with the canopy. Isn't it SMG responsibility to advise the client what was approved or declined so the client is aware and could unfold a d resolve? I was called on the 16th Sept to collect my vehicle but I was not available and went in today. The vehicle rim is buckled, rusting and the wheel cap was missing. Their explanation was the vehicle came to them with a wheel cap missing which is understandable as that's where the accident took place so wouldn't that yet again be part of a repair that needed to be done? The broken wheel cap was inside the vehicle on the front seat. The canopy was fitted but has visible gaps which will easily allow water to get into the back. To top everything the manager had me waiting outside in the cold after various people called him to come down. The managers attitude was he will sort it out yet he was the same person involved on the 7th September assuring me that everything will be sorted. What assurance do I have that it will be rectified? Am I supposed to trust them to fix everything after them having it for 2 months already? Another issue is the excess, they confirmed on Friday it was R4000+ and today I was given am invoice of R6400 someone needs to explain how a d wat happened between Friday abd Monday, over sbd above this they also confirmed that they will he giving me a R500 towards the excess which didn't show on the invoice. I am extremely frustrated as this is a business vehicle and we had to pay for transportation for 2 months and now we still haven't resolved this issue. Totally unacceptable.