Insurance repair dispute · Renew-it Bedfordview · Hollard · Brolink
One bumper and one windscreen. Booked in early May 2026. Four months and 88 documented emails later, the vehicle still has not been correctly repaired. The inspection meant to unlock the repair collapsed on 18 August when Renew-it's own representative did not show up — then went ahead on 21 August with both principals replaced by substitutes, and produced no written outcome at all. This is the whole trail, as it sits in the mailbox.
Renew-it's own key account manager renamed the thread four times. Each rename is an admission that the branch had not answered.
On 11 June Renew-it Bedfordview accepted responsibility in writing. On 15 June and again on 29 June Hollard confirmed Renew-it would carry the cost of rectification. Randow Panelbeaters quoted on 17 June. On 5 August Renew-it asked for its own representative to inspect the car first, "before committing to any costs."
That inspection was set for Tuesday 18 August at 10:30 — and it collapsed. Hollard's assessor drove out and waited from 10:15. Renew-it's representative, Darrio, never arrived. No one had confirmed the slot the customer proposed.
It was rebooked for Friday 21 August, and this time it was confirmed in writing — but
both principals sent substitutes. Renew-it replaced Darrio with Isaac, the QC manager who
called the misaligned bumper acceptable
on 5 June. Hollard replaced Junior Cofelo with a colleague,
twelve minutes before the slot. No findings, minute, photographs or acceptance of cost were ever put in
writing by anyone who attended.
Since then the matter has been moved by Hollard alone. On 2 September its assessor said he would
send repair authorisation to the repairer
before end of the day. Two days later there is no
confirmation it was sent, no repairer named, no parts ordered and no booking date.
Day 87. Nothing has been paid. Nothing has been repaired. The car has been to the workshop three times and come back worse each time. Renew-it has not written a word since 20 August, and the branch itself has been silent for 85 days.
The sentence that reopened settled ground
the Bedfordview representative would like to be present during the inspection to ensure that all the concerns raised are directly related to the repairs completed by the branch before committing to any costs.
Linda Govender, Executive Broker Key Account Manager, Renew-it/Bluespec ·
Wed 5 Aug 2026, 13:59 · Zoho ID 1785931156103162800
What she is walking back
we are unable to identify the dents on the bonnet and right front fender from the photos provided. We will, however, take responsibility for the repairs and repainting of the affected areas.
Prisca Matlhoma, Customer Service, Renew-it Bedfordview ·
Thu 11 Jun 2026, 07:58 · Zoho ID 1781157500080158500
And what happened at the inspection they demanded
I have been here at Randow Panelbeaters since 10:15 as per agreed for 10:30 meeting today. Tried to call the client, phone rings and goes to voice mail, Dario also not here.
Junior Cofelo, Motor Assessing Specialist, Hollard ·
Tue 18 Aug 2026, 11:00 · Zoho ID 1787043609781162800
Who they sent instead, three days later
Unfortunately, Darrio has a meeting scheduled for that time but advised he will send a representative Isaac to attend the meeting.
Lechaan Gouws, Service Manager, Renew-it Bedfordview ·
Thu 20 Aug 2026, 14:43 · Zoho ID 1787229782668162800 — the last message Renew-it has sent
19 named individuals and 5 shared mailboxes across 5 organisations. Everyone below appears on the thread or in a signature block within it, acting for their employer. Direct contact details are held on file and are not published here.
Every message, in order, with its verbatim excerpt and the Zoho message ID that verifies it. The empty hatched bands are real waiting time — their height is proportional to the days nobody replied. Scroll through them.
| Gap | Days | Who owed the reply | What was outstanding |
|---|
Messages in the complaint thread by sender. The customer wrote 43% of a thread about somebody else's workmanship — and still had to chase on the morning of the inspection to get it confirmed.
Read it on Hello Peter →My vehicle was sent to Renew-it Bedfordview for an insurance repair (windscreen and bumper) in early May 2026. More than five weeks later it is still not done — and with every visit the car has come back in worse condition than before.
On Friday 5 June 2026 I arrived to collect the vehicle and found the repaired bumper did not align properly, along with damage that was not present when the car was dropped off. We pointed out a scratch and agreed they could polish it out — but the polishing damaged the paint further, melting it, so that panel now has to be repaired again.
On Tuesday 9 June 2026 I returned, and the situation was worse still. The bumper is still misaligned. There were fresh paint blobs from blending, and new dents on the fender and bonnet that were not there at drop-off — none of which appear marked on the workshop's own check-in photos. Only at this point, over a month in, was I told the bumper needs new slides to align correctly. That should have been identified at the very start, particularly as they repaired the bumper themselves.
Throughout, communication has been almost non-existent. Issues only ever come to light when I physically stand at the workshop and point them out — nothing is proactively raised or explained. I am now escalating the entire matter through my insurer.
This is the worst experience I have ever had with a vehicle repairer. I cannot recommend them.
Firstly, our apologies for not living up to your service expectation. We treat the nature of every complaint as serious and will endeavor to resolve the matter appropriately. I have created a case for the issues you raised for follow up purposes.
We have escalated this matter to the Renew-It Bedfordview team and they will be in contact with you.
8.4% of 498 reviews is roughly 42 one-star reviews a year — one every nine days. Almost nothing lands between 1 and 5.
Tammy · 5 Aug 2026, 13:51 · Worst Customer Service Experience I've Had
"…I have had 3 months of hell from them. Three months ago on the 2 May 2026 my 3 week brand new vehicle was in an accident where the left rear was badly damaged… it took them 3 months to complete all the stages."
Booked in the same month as this vehicle. Same three months.
Phumlani · 5 Aug 2026, 11:43 · Poor service and unprofessionalism
"My car has been at Renew It Bedfordview since 22 June 2025… Insurance booked a car at AVIS for me for a month and now they have since canceled the rental with AVIS and I do not have any means of transport."