Formal Complaint: Gross Negligence and Breach of Duty – Ford Fiesta CM00LSGP

I am writing this letter to lodge an official and urgent complaint against Action Ford Krugersdorp (CFAO Mobility) regarding the recent mechanical work conducted on my Ford Fiesta 1.0 Ecoboost (Registration: CM00LSGP, VIN: WF0DXXGAKDCT73755), and the devastating consequences that followed as a direct result of the dealership’s negligence, lack of professionalism, and disregard for customer safety.

1.

Background of the Issue

On 09 April 2025, our vehicle was collected from Action Ford Krugersdorp after extensive mechanical repairs totalling over R32,000, under the oversight of Service Advisor Rihan Bezuidenhout. These repairs were reportedly aimed at resolving all engine-related faults, including persistent issues around the engine light and turbo system. Despite this substantial investment and a full week spent in your workshop, the car was returned to us with the engine warning light still on, and upon personal inspection, oil leaks were visible on top of the engine.

2.

Vehicle Breakdown and Findings

The most alarming failure occurred shortly after in Durban, where the vehicle broke down without warning, leaving us stranded and distressed in a completely different province. The vehicle was towed to CMH Ford Kempster Umhlanga, where a diagnostic evaluation confirmed that:

The turbocharger was in extremely poor condition, completely contradicting the repairs that were supposedly done by your dealership. The vehicle was deemed unfit for driving, with several components either incorrectly installed or never replaced. We were explicitly advised by CMH Ford technicians that Action Ford Krugersdorp must urgently engage with them directly to obtain the full scope of the mechanical failures and repair requirements.

3.

History of Unprofessional Conduct

This incident is not isolated. During our first encounter with your dealership (refer to invoice dated 04 December 2024, under Service Advisor Kgotso Motlhamme), we were initially advised to replace the turbo at a cost of R37,000. In an extremely inappropriate and highly ********* act, Kgotso offered us a non-OEM turbo in his personal capacity for R6,000, which he personally delivered to our private residence. This breach of boundaries and professionalism was reported to Manager Eian, who then reassigned us to Rihan, giving us false assurance that we were now in better hands.

4.

Summary of Failures

Negligent repairs were carried out on a vehicle that was clearly not roadworthy, despite your service team billing us for major components such as the turbo, gaskets, and coolant system (CM00LSGP.pdf). Critical warning signs such as the engine light and visible oil leaks were ignored or falsely marked as resolved. Professional misconduct from multiple service advisors was tolerated and never followed up with action. As a result of these cumulative failures, we have suffered emotional distress, financial burden, and serious safety risks.

Demands for Immediate Action

Formal written acknowledgment of this complaint from Action Ford Krugersdorp management within 48 hours. A full investigation into the conduct of Rihan Bezuidenhout and Kgotso Motlhamme, and an internal review of both repair job cards attached herein. Full financial accountability for the mechanical failures caused — including: Refund or coverage of current and future repairs as assessed by CMH Ford Kempster Umhlanga; Reimbur*****t for towing, travel disruptions, and accommodation if applicable.

An official report to be requested by your management team from CMH Ford Umhlanga regarding the current status of the vehicle and the diagnostic results. Assurance that the vehicle repairs will be covered under warranty and rectified immediately by an approved Ford dealership.

This incident has been a complete betrayal of trust in your dealership and in the Ford brand’s commitment to quality and safety. If no resolution is reached within 7 business days, we reserve the right to escalate this matter to: