Silverlakes auto clinic your service is terrible!

I'm very disappointed in this company. On Wednesday the 15th of Jan 2020 I called Silverlakes auto clinic to book my car in repairs after receiving an email from the insurance assessor that authorisation has been sent to them. My insurer chose them as it's close to were I stay.

The call was not pleasant at all, this is my first time going through such a process and it was not made easy by the lady at reception. She rudely said I must give her information without telling me exactly what she needs from me. I told her it's better if she tells me what information she needs to make it easier for both of us.

After giving her all necessary information she told me that she did not receive any authorisation, she said I must contact my insurer to make sure that the authorisation was sent to them.

This is exactly what I did, I emailed my insurer to confirm if they have sent the authorisation. They again confirmed that they had. On Friday the 17th of January 2020 I again called silverlakes auto clinic, guess what?! The same thing happened.

I was now loosing patience with my insurer, I emailed them and explained the matter to them again. Immediately after sending the email I decided to call them. My claim handler decided to call the panelbeaters herself and called me back immediately after handling the matter.

So what happened is the lady from reception told my claim handler that she was working alone (lazy) so she couldn't go to the back to check the documents. Mind you I'm using money to call them and all. Unfortunately they lost a deal, it might not mean anything to their turn over but it means a lot to a customer to work with someone who is willing to give customer satisfaction from the time they answer your call. I guess they have plenty of deals that they don't care about fixing a Hyundai.