Worst service ever.........
I feel 1 star is to much to give here but i have to select something. 

So it seems to me that when you complain about something to Outsurance, they just ignore you and hope the problem goes away.

I sent a mail (complaint) to Jason Pullen at Oitsurance on 31 March 2020...... till now, no response from him at all.

They say Outsurance strives to give excellent client service...... but i am yet to see it. 

You never get hold of Jason, and you have to leave about 5 messages for him to contact you  back. 

My car was sent in for repairs under Outsuranc to a company named Motech.

My car now has to go back for the 3rd time due to the work not being done properly.

When i speak to jason regarding the bad service i receive from their accredited dealers..... i just get ignored and get no feedback. 

Bellow is a mail i sent to Jason on 31 March, whereby i have had no feedback. 



Jason,

 

Please take note of the below flow of events with regards to the vechile mentioned in the subject line;

 

1.       On 23 December 2021, I contacted outsurance to submit a claim under the motor warranty plan.

2.       On 5 January 2022, you advised us to take the vechile to Motech on behalf of Outsurance, after we advised you that the list of accredited dealers you provided us with, does not do the work needed on the vechile.

3.       On 26 January 2022, the attached email was sent to you- stating that Motech has had the vechile in their possession for 2 weeks, with no feedback unless I contact them myself.

4.       On 14 February 2022, I called MOTECH again, as no feedback had been received, and was informed that the spares they ordered were incorrectly delivered, and needs to be replaced by their supplier.

5.       On 17 February 2022- I still did not have my vechile back.

6.       On 18 February 2022 – I collected the vechile from Motech.

7.       On 26 February 2022- the car started giving issues with regards to a vibration once you reach 40km/h , and a sound on the gearbox. Neither of these things were issues when the car was handed in on 5/01/2022.

8.       On 28 February 2022- the vechile was taken back to Motech @ 09h30 as their invoice states all work has a 6 month guarantee OR 10 000km, which ever comes first.

9.       On 4 March 2022, I again called Motech, as there was no feedback from them, I was informed that I can collect the vechile later that afternoon.

10.   On 4 March 2022 @ 17h05 I arrived at Motech to collect the vechile, as per the confirmation received telephonically earlier- to my shock- the car was not even assembled. In fact, it was still in the workshop, on a lift, with the passenger side wheel and hub removed.

11.   Again, zero communication from Motech, in spite of the arrangement made earlier in the day for the vechile to be collected that afternoon.

12.   On 5 March 2022, I went back to Motech in the morning, to speak to Johan the owner/mechanic, as I was livid with the lack of service, communication the previous day.

13.   Johan had no interest in listening to what the customer has to say, and kept stating that they had a crisis, and then resorted to threatening me by stating that if I am unhappy with the service, he can remove the vechile from the ramp, have it assembled, and I am then welcome to take the vechile somewhere else. Keep in mind, the faults on the vechile at the time, had not been there before Motech did work on the vechile.

14.   I advised Johan, that he has until 3pm on the 5th of March to let me know what is going on with the car.

15.   On 5 March 2022 around 15h00 I received a call stating that the vechile can be collected after 5pm that same afternoon.

16.   I went to collect the vechile.

17.   I asked Johan to test drive the vechile with me, so that we could agree the faults have been corrected, whilst on his phone, he simply gave me the keys and told me that I am more than welcome to do so, he is busy, and simply turned around and left.

18.   On 20 March 2022, I called you Jason to report that the car is having a vibration and a noise on the gearbox again, and to enquire if the vechile can be taken somewhere else. You informed me that you will communicate with Motech, and get back to me via email.

19.   On 25 March 2022, I received an email with confirmation from Motech that the vechile can be taken in on 28 March 2022, and collected the same day.

20.   As per the attached- this was done, and you were kept in the loop.

21.   On 28 March 2022, when I collected the vechile from Motech @ 16h00 – no test drive was done, and I did not request it again, as it is not my responsibility as the client.

22.   When I arrived home on the 28th- you called me to confirm wether the vechile was received, I informed you that the vechile still has the same issue, and our call got cut off.

23.   On 29 March 2022- I sent you the attached email stating that the vechile is still not repaired, and I received conflicting information on what exactly was done on the vechile on the 28th.

24.   Today is the 31st of March- I STILL do not have a working vechile, or a solution from Outsurance.

 

When looking at your marketing and adverti*****t- it seems your company prides itself in excellent customer service- one of the main reasons I am insured with Outsurance, however, none of the above amounts to even standard customer service.

We are quickly approaching a 3 month period, and the vechile is still not in good working order.

I cannot use the vechile as normal- because I do not know the extent of the problems, or the damage it might cause in the long run if the vechile is used in the condition that it is currently.

I work 7 days a week, and simply do not have the time or the finances to keep taking the vechile back and forth for months on end.

 

I implore you for the last time- PLEASE – I need a working solution here. Motech is your accredited dealer- this type of service is not acceptable.

If they are unable, or unwilling to solve the problem, direct me to someone who can.