“Can someone step up and take responsibility?”
That was Joanna Foo’s plea after a minor mishap exactly a year today resulted in her 2012 Volkswagen Golf being sent to a “super premier panel workshop” by her insurance company, Etiqa Insurance and Takaful.
She claimed the workshop had made several unauthorised changes, but neither the workshop nor Etiqa wanted to accept responsibility.
She tried contacting Bank Negara, the Domestic Trade and Cost of Living Ministry, and the Ombudsman for Financial Services (OFS), but to no avail.
As a last resort, Foo filed a police report against Etiqa on Dec 30 upon the advice of her lawyer.
“One year on and there is no end to my suffering. The last recourse is to take legal action against Etiqa. My lawyer advised me to file a police report,” said Foo.
At the time of her mishap, Foo believed that her radiator and undercarriage were damaged. Three months later, she was notified that her car was ready but noticed that the workshop had changed the front headlights. She also claimed that the gearbox transmission and mechatronics were changed.
The spare parts were not on the repair list. Foo claimed that the workshop didn’t use original parts.
Foo said the most frustrating part was that her car is still in the workshop, although the only consolation is that it is at the official Volkswagen service centre in Glenmarie, Shah Alam.
“After what happened to my car and the unauthorised changing of spare parts, I didn’t feel safe leaving it in the care of Etiqa’s workshop,” said Foo.
“I’m also upset that Etiqa told the OFS that they offered me a write-off but that I declined. They only made the offer after the car was repaired by their panel workshop, and after they found out the cost to replace the unauthorised parts – RM214,046.50.”
Foo said she couldn’t understand why Etiqa claimed it wasn’t its responsibility that the workshop made the unauthorised changes.
“I followed their advice and sent the car to their panel workshop. I trusted them,” she said.
“I have been dealing with several OFS officers as they keep changing the person in charge. On Dec 24, OFS sent me another email saying they’re looking into the case.
“Even the investigating officer at the police station told me I should refer the case to the Domestic Trade and Cost of Living Ministry, but they had already asked me to speak to Bank Negara, which doesn’t want to get involved as it is a commercial case.
“I’m at my wits’ end as everyone is simply passing the buck,” she added.
