Defective Workmanship and Failed Rectification – Insurer-Approved Repairs
My vehicle was sent to Sanrose as the insurer-approved repairer. Unfortunately, the experience has been extremely frustrating.
I was initially advised that the vehicle was ready for collection, only to arrive and find work that had not been properly completed. I had to wait approximately 30 minutes while further work, including painting, was attended to before I could leave.
After collection, I discovered additional issues that had not been properly attended to and had to return the vehicle to Sanrose for rectification. I clearly identified the outstanding items.
I was then called again and specifically told that the vehicle was ready for collection. I travelled to Sanrose, inspected the vehicle and discovered that the same issues I had returned the vehicle for had still not been addressed.
What concerns me most is the apparent lack of effective quality control. A customer should not repeatedly be told that a vehicle is ready for collection when previously reported defects remain outstanding.
Being without a vehicle, arranging transport and repeatedly travelling to a panel beater is already inconvenient. Having to do it more than once because the work was not properly checked before collection is unacceptable.
Based on my experience, the workmanship, communication and final quality-control process have been very disappointing. I have now formally escalated the matter to the insurer and Sanrose management and expect the outstanding repairs to be completed properly before I am asked to collect the vehicle again.