We take every complaint and discrepancy very seriously at The Unlimited and respond to each customer as soon as possible. As a values-based business we pride ourselves on being real and transparent and acknowledge our mistakes when we are wrong. Recently a complaint was posted on social media by a customer who felt he had been misled about our Auto Prestige policy. We immediately reacted and investigated the conversation that had taken place between the customer and our agent. It seems the customer understood from the agent that he could have any part of his vehicle repaired to the value of R3000 every three months. However, this policy covers only scratches and dents, rim and mag repairs and it offers free interior repairs.
Because the customer wanted his vehicle’s tail light fixed his claim was rejected. After checking the transcript between the agent and our customer it appeared that the agent indeed gave incorrect information by promising him any repairs to the value of R3000 every three months. Now although The Unlimited has an extremely meticulous product training programme in place, human error does come into play from time to time. We apologised to our customer and honoured his claim by authorising the repair of his vehicle’s tail light at his convenience.
The Unlimited is committed to doing the right thing. Shifting lives, together. The Unlimited.
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