Disgusted in Audi Center PMB for the quality of service and lack of accountability for damages

To whom it may concern:

Firstly I take offense in your refusal to accept accountability and responsibility for unsatisfactory service delivered, failure to address my customer complaints and in addition your false accusations.

1. Your manager did indeed contact me on Wednesday at an inappropriate time , as I was in a business meeting. He confirmed that he will call me at 16h30 the same day. I am still awaiting his call. Please do present a call log to substantiate your claim that he repeatedly tried contacting me. I suggest you refrain from making these accusations if you are unable to submit such a log. 2. Please submit to me your pre-inspection rapport indicating all existing damages to my car prior to commencing repairs. Unfortunately the comment of it “being dirty” will not hold any grounds in terms of the Consumer Protection Act. You should not have commenced with any repairs until it was cleaned and you have clearly noted all damages. 3. I am not only referring to damages/scratches around the car, but in specific also to the front vender, which you conveniently neglect to comment on. These damages was a result of the front vender coming lose and tearing on the way back to Johannesburg. The cleanliness of the car has nothing to do with these damages. 4. It is the first time that I have ever been informed of cars being repaired by dealerships without having been washed before the owner collects it. This is even routine procedure when your car goes in for a service. I paid R24,439.79 for the repairs and it was with you for over 2 months. I am at a loss for words that you did not even include a wash prior to collection. Clearly highlights your lack of attention to customer service. 5. Your manager informed me that my car was ready for collection. I rightfully assumed that after having paid R24,439.79 and having waited 2 months for my car that everything will be in order. I clearly communicated to your manager the reason for collecting my car, flying down to Durban, organizing my own transport and the need to still drive back to Johannesburg on the same day. Your dealership did nothing to assist. You did not make any arrangements for someone to collect me. Earliest possibility for collection was stated for approximately10h00, whilst I arrived at 08h00. This was unacceptable as I still had to travel back to Johannesburg. 6. I rightfully assumed that you did a quality inspection sign off on repairs prior to collection. I am not a qualified mechanic – that is your job. I therefore collected my car and immediately commenced my journey back to Johannesburg. 7. I had to incur additional travel expenses as your first “so called” repair was inadequate and I it had to go back to your dealership for additional repairs. Again you conveniently neglect to comment on these expenses incurred.

I will be posting this entire incident on HelloPeter on Thursday the 30th of August. I will recommend any future potential customers to use alternate dealerships. In the case that they are forced to use your service, to please inspect their car before, with photos, on delivery. When they collect it to take more photos and possibly even bring their own mechanic to perform an inspection, as yours cannot be trusted. Not only did my car break down within 15km after the first “so called” repair, it was scratched at your dealership and the front vender came lose on the way back to Johannesburg causing it to tear. To date you failed to take any accountability or responsibility. Note that that I will now contacting Audi Germany in addition to posting this on HelloPeter.

Subject: RE: Official Customer complaint

Good day sir,

Trust you are well,

Please note my manager has tried to contact you from Wednesday Evening to resolve the issue, none of his calls were taken or returned.

On the day the vehicle arrived at the dealer, it was extremely dirty, and was hard to tell the damages on the vehicle. We did note on the jobcard “vehicle dirty, unable to see damages”. We did also carry out a long test drive, and after the test drive the front cover as stated in your previous mail and pictures were not loose.

On the day of final collection, you advised me that you had parked next to your vehicle and knew where it was and me walking you out was not necessary. Why were the damages on your vehicle not brought to our attention on the day of collection, considering you did inspect the vehicle before you left? There are various dents and scratches on your vehicle.

You are more than welcome to return our calls, when you are available

Thank you

Subject: RE: Official Customer complaint

This message originated from outside your organization ________________________________________ To whom it may concern:

I hereby take you failure to respond to my e-mail date 22 August 2018 with topic “Customer Complaint” as a decision to ignore my complaint. I will therefor continue with next actions as stated in my previous correspondence.

Regards

Justin Botha

Subject: Official Customer complaint Importance: High

To whom it may concern:

I hereby would like to log an official complaint regarding the repair process, additional damages on my car and additional travel costs incurred Repairs to Black Audi Q5 Registration Number: CW81RYGP

On the 14th June 2018 I was travelling from Johannesburg to Durban when the following incident Vehicle mechanical breakdown(Alternator failure) occurred close to Pietermaritzburg. The car was taken to the Audi Dealership in Pietermaritzburg for repairs Audi Centre Pietermaritzburg Armitage Road Pietermaritzburg P. O. Box 787, Pietermaritzburg 3200 Tel: (033) ********** Fax: (033) **********

• My car was booked in at Audi Centre on the 14th of June 2018 • On the 15th of June 2018 AA Warrantees received the initial quote and the repairer was contacted on 18th Total quote estimate received from Audi: R21,970.75 • On the 17th of June I received the banking details from Audi to do an EFT in order for them to proceed with the repairs – amount due R24,439.79 • Time between 17th of June 2018 and 19th of July 2018 elapsed due to Audi waiting for parts and time spend to repair my vehicle • 19th of July received a mail from Russell Pillay to inform me that my vehicle was ready for collection • I made a payment on the 19th of July to Audi – amount R24,439.79 • I travelled to Pietermaritzburg to collect my vehicle on the 20th of July (Travel expenses incurred R1000.00) • I travelled back on the 21st of July 2018 and the car broke down again within 15km from Audi Pietermaritzburg • On the 27th of July I received another cost estimate to repair the alternator - R10,938.80 • After many e-mails and telephonic discussion between myself and Audi Pietermaritzburg (Russell) and Audi ZA (Leoni Bowkers South Africa Head Office) – Audi undertook to repair the vehicle at their cost • I again travelled to Pietermaritzburg on the 17th of August to collect my vehicle (Additional travel costs incurred : flight - R1299.00) • On way back, on the 17th of August, the front vender came lose and part of it tore off – see photos attached regarding damages

It took more than 2 months for Audi Pietermaritzburg to repair my car, causing much inconvenience and challenges regarding transport. Now there are more damages to my car, as is evident from the photos.

I request that Audi undertakes to fully repair my car regarding the damages to my front vender to replace it and also to reimburse me for the additional travel costs incurred. I want a formal response by no later than Friday the 24th of August after which I will escalate the entire matter to Worldwide Customer Care Germany (800) ********** , Consumer Protection Act and HelloPeter.

Regards