Not So much of a Supreme Assist

I’m quite disappointed with how this process unfolded, as it did not go as smoothly as expected. Promises were made but not kept. Unfortunately, our geyser failed during an already difficult time for us.

To their credit, Kriben and his team did come out late at night when I initially thought I would have to wait until the next day. However, I had already informed them over the phone that I had shut off the water supply to the geyser, so I was surprised when they arrived and only then realized it had already been done. Upon inspection, they determined that the geyser was faulty and leaking at the seams. Initially, they couldn’t identify the issue until I pointed something out, at which point they reassessed. I gave them the benefit of the doubt, as it was already late and quite dark.

They assured me they would have everything ready the next morning to replace the geyser and advised me to push my insurance (Ooba) to speed up the process. I did my part, but unfortunately, this did not happen as promised. Instead, they only arrived the following day, again quite late, after I received a call informing me that they were delayed due to busy shops while collecting supplies.

The team worked quickly to remove the old geyser, but installing the new one proved challenging. They struggled to get it through the ceiling and ended up having to break sections of it in the process. I was assured that someone would be in touch shortly to arrange repairs. Three days later, after hearing nothing, I called Ooba—only to find out they had no record of the incident. That afternoon, I contacted Lee from Supreme Assist for an update, and once again, to my surprise, he was also unaware of the situation. I had to send images of the damages myself and was assured that someone would come out early the next morning to sort it out.

At this point, I feel like I should invoice both Ooba and Supreme Assist for doing their job, as I have had to chase after updates and manage this process myself—something that should not have been my responsibility.

To add to my frustration, I submitted a contact request through Supreme Assist’s website over a week ago regarding a plumbing-related inquiry, and I have yet to receive any response. I am also still waiting for the job card for the geyser installation, which I have not received. I will follow up with Ooba when I have time to review it.

Overall, this experience was frustrating, filled with broken promises, delays, and a lack of communication. I sincerely hope that both companies improve their processes and customer service.

This goes both ways to you as well OOBA why did I do someone's work on follow up to get this resolved. I will be shopping around for a new insurer shortly thinking Standard bank would not appreciate the manner in what their investment is being looked after, and this is not just coming from this experience.