Excuse after Excuse , Delay after Delay - Charlene

My vehicle was involved in an accident on 15 March, and my insurance authorised the claim on 25 March. The vehicle was then taken to Proline Wynberg for repairs. Nearly two months later, my car is still not repaired, and I continue to receive excuse after excuse regarding the delays.

The consultant assigned to my case, Charlene, appears to have very little understanding of the actual progress on the vehicle. Communication has been extremely disappointing, with inconsistent updates and repeated promises that are never fulfilled. For more than a month, the explanation has remained the same — “suspension damage” and “waiting for parts.”

From the very beginning, the visible damages were clear and straightforward: front bumper, fender, bonnet, leaking radiator, steering rack, and control arm. These are not hidden or unusual issues requiring extensive diagnosis. My vehicle is a common BMW 125i E88, and the parts are readily available from reputable motor spares suppliers. It is difficult to understand how sourcing such parts could take almost two months.

What is most frustrating is that Charlene committed that the vehicle would be ready for collection by 15 May, only to contact me again with another excuse regarding the control arm. After almost two months, hearing the same explanation repeatedly is completely unacceptable.

The level of service, communication, and turnaround time has been extremely disappointing. At this stage, I have lost confidence in the handling of my vehicle and the professionalism of this repair process.