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To whom it may concern, I am writing this with utmost disappointment and furiously.
I am an owner of KIA Optima K5 bearing reg no:W2413N.On an unfortunate day of 3/4/18 I met with with an accident and chronology follows:
1-since i was panic n hlf unconscious my brother called kia care line to tow the car for which they send a guy by the name of Shahril.
2-the guy as per his an authorized towing man of KIA did helped to tow the car to the police station to make report n after that send to KIA Glenmarie.
3-On 4/4/18 I called KIA Glenmarie to get yhe person on charge of Insurance and gave the PIC Khairol to follow up.
4-Since the attempt to contact Khairol was to no avail I called back KIA Glenmarie to get any other person as I wanted to settle my matter in no time and so they gave Mr Tim's no number.
5-called Tim and spoke and he advised what to prepare.(prior to that i Whatsapp him my policy to let him know my sum insured)
6-I went to KIA Glenmarie with my cousin brother to help me drive and met Mr Tim on 5/4.
7-Tim brought me to my car and explained KIA has declared my car is total lost.I asked if he is sure and he said yes because the total cost of repair exceed the sum insured.
(Do bear this is my 1st experience hence not pretty sure on the procedures)
8-He then humbly requested to send the car to franchise workshop where they will do on lower budget-though i was heavily skeptical n no other better option left i agreed.
9-I signed the claim form
10-On 6/4 Tim send me the pics of the car being towed to the said workshop herein by the name of MPV Bodyworks.
11-On 9/4 I callee my insurer herein Etiqa Berhad to do follow up and got the contact number of the Adjuster by the name of Victor frm Sanctuary n called him right after seeking his help to get to my car soonest.
12-He went to the workshop on Wed 11/4 afternoon and informed he will submit the report in a day or 2 herein he submitted on 12/4.
13-On 16/4 upon calling Etiqa to check on the status of my claim I was devastated to know the claim has declared under total lost.
14-broken down n emotionally haywired i called the officer in charge in Etiqa and told him I don't want my car to be total lost and he advised me accordingly.(in which to send the car to Etiqa's panel or under contract repair with MPV Bodyworks)
15-I called the workshop owner herein by the name of Adam Chong and asked him if he can do it under contract repair and he harshly hesitated giving many annoying n disappointing reasons and can even tell he cannot guarantee the car will be in any good condition.
16-coming to week 2 nothing has be done to my car and the workshop guy adamantly wants to get the car under total loss.
17-unable to handle the situation where i went on silent depression got the help of my husband to handle the matter.
18-He called Tim on 16/4 itself and asked him why such thing happening when he promised the car can be done.
19-With no confident with the workshop I called up Tim and told him I would like to get my car out and will send to Panel workshop.
He was ofcourse very harshly disrupted the call and said "ok ok ok ok ok give me your email add"(to send the release letter)
20-Since i was not able to be there at MPV Bodyworks on 17/4 2 of my cousing brothers was there to help me to get the car out.
21-waited and waited for Tim to send the email and with no response from him both my brothers left the workshop.
22-tired, exhausted, disappointed, furios was all i earned in just this few days because of KIA.
23-my husband was then contacted by Shahril (the towing guy)saying we can't tow the car out as this is his case and if still do we got to pay him rm1500!What on earth...i/we did not sign any form of claim defamation.
24-on 18/4 I called up KIA Glenmarie in intend to lodge a complaint on both Tim and Shahril.
Disappointed to know when I was told Tim is actually a sub contractor!
Oh what...how can a sub contractor deal with a customer directly?!
And no wonder he pushed me to send the car to the said workshop with personal interest.
25-The staff by the name of Zainab agreed this shouldn't be the case as Tim even attended to me he still has to submit the documents to Khairol to do the follow up.
(Oh my what am I going through?How much i regret investing in KIA.Even Proton was better service.)
And so Zainab gave her boss's no by the name of Zakaria to further my complaint.
26-under the expense of my valuable time i Whatsapp him and told him m out of coverage area attending a seminar.
Later in the afternoon messaged him to call me and he arrogantly can say he is down with toothache unable to talk but can Whatsapp.
He did not reply me in a proper manner how he should to a customer and no offer to even to apologize.
I guess enough said and the rest i will prove it to the necessary channel with all the whatsapp screenshots.
Now I am lodging complaint:
1-on KIA Glenmarie for violating the whole procedure by allowing a sub contractor to handle the customer and not adhering to proper SOP before declaring the car is a total loss.A customer should be notified 1st by KIA on the matter by showing the report.
The sub contractor himself claimed the car is total loss without the adjuster.
MY QUESTION:My car hit a lamp post and are you telling me your product's reliability unable to handle such damage that it need to be declared as total loss as per earlier claim by the sub contractor and the current workshop?
Next my complaint and seeking for a proper explaination and to asnwer for all the losses i endured:my time, energy, my physical and emotional exhaustion, the duration of time my car stranded at the workshop which delaying the whole repairing duration hence need to pay extra cost for renting a car, and the problem i need to endure to resubmit the whole thing.
