Autoworks Brackenfell - My worst experience with a workshop

Dealing with Autoworks Brackenfell has left a bitter taste in my mouth. The booking process was smooth and fast and I had high expectations but this where it stops with them.

I booked my vehicle in for a cambelt replacement and oil change to be done on the 28th of June 2023. The vehicle was dropped off a day earlier to give them more time and to ensure that they have the correct parts to do the cambelt change.

I was assured that the correct parts is already there and I was shown a packet containing the parts. The quote all of a sudden also included a water pump which I did not ask to be replaced and I assumed it had to be done if they included it on the quote. The manufacturer later informed me that the water pump replacement was not necessary.

I was advised that the vehicle would be ready the next afternoon. I contacted their office to see what time I can collect the vehicle and I was told that it won't be finished that day and that the cambelt that was ordered by them was incorrect. I was then told that the vehicle would be ready the following day. I then went to Autoworks Brackenfell and nobody was working on the car and the top of the engine was standing open and the parts where lying on the floor and tools lying on the car, in the engine bay and on the floor. The engine was left open and not covered against dust etc.

I was then told that the mechanic who is working on the car is not at work and they have not received the correct parts yet. Up to this point, I was the one keeping in contact with the branch, there was no attempt from them to let me know about any situation with the vehicle.

An email was sent earlier on that day but by that time I had already left my office to go and collect the car. I specifically asked to be telephonically contacted. I had left numerous messages on the answering system but they are never available and although their phone system says they will call back, they do not call back.

The solution according to Christie, the branch manager, was to put all the old parts back into the vehicle and send me somewhere else. This was after the car had been standing there for 3 days when it was only supposed to be there for a day and a half. It seems as though he could not deal with an upset customer or didn't know how to handle the situation. Looking at the condition of their workshop and stuff lying around everywhere, I could understand why.

I had to insist on them getting the correct parts as just putting the old cambelt back was not an option. While the car was there, I asked Christie if the tappet cover gasket needs to be replaced as I saw it lying on the floor and he said no, it is still fine and it still feels soft and can be reused.

Eventually on the Friday, the vehicle was ready for collection. While I was driving the vehcile home, after about 10 minutes, I started to smell burning oil. When I stopped at home, roughly 30 minutes later, I noticed that there was a good amount of oil dripping on the floor. Upon a quick inspection, I saw that the oil is being pushed out the tappet cover on the back side of the engine. I phoned Autoworks and they sent out a mechanic. The mechanic arrived here and upon inspection, confirmed that there is oil leaking out of the tappet cover and that the gasket was pinched and damaged during reassembly. He said that I should not worry as he brought a new gasket with but needless to say, it was not remotely the same as the damaged gasket. His quick solution was to super glue and silicone the gasket until a replacement gasket could be fitted. He assured me that the car would be fine to driver after the super glue / silicone repair. I contacted Autoworks Brackenfell and informed them that I would like them to replace the tappet cover gasket as it was damaged by them during assembly after the cambelt change. I did not drive the vehicle any further.

I contacted them the following Wednesday and was advised by Whatsapp that they cannot find the part and it is on back order for 3 weeks from their preferred supplier. There was no urgency on their side to resolve the problem. On the same day that Autoworks Brackenfell advised they cannot find the part, I contacted the parts department as the manufacturers dealership in Paarl and they did have stock and that I could collect it the next day. The gasket was collected and paid for myself and I was assured by Christie that I would be reimbursed for the part.

The vehicle was dropped off, with the correct part, at Autoworks Brackefell for fitment. I was then advised that the director had to authorize the refund. Then I was told that the mechanic who damaged the gasket upon replacement must refund me himself as he damaged it.

I contacted Autoworks' head office to lodge a complaint for the service I had received at Autoworks Brackenfell. I was contacted by Gabrielle from the Autoworks Salt River branch on the 14th of July 2023 and she informed me that I would not be refunded for the gasket that Autoworks Brackenfell damaged and that Christie would contact me. Needless to say, he didn't contact me. I eventually got hold of him, using a different phone as he was not taking my calls. I was advised that he would personally refund me by the 29th of July 2023. This did not happen. I have left numerous messages and called numerous times. He clearly has no intention to fulfil his promise.

It is now more than a month later and my bad experience with Autoworks Brackenfell is ongoing.

They clearly do not care about customer service and have no intention of doing the right thing.

I have been more that patient with them. It is now time that people realize that they cannot entrust their vehicle to Autoworks Brackenfell for any type of work.

They will always have excuses and you will experience the frustration dealing with them. Do not expect them to contact you.

I will definitely not recommend Autoworks to anybody.

I chose to use Autoworks as there were good reviews for their branch in Strand but Brackenfell was closer. If I only knew what was coming.

Apart from the part that they are not refunding me, I have driven over 400km back and forth to them trying to solve their mistake.

You will be disappointed if you use Autoworks, rather go elsewhere and find a company that cares about your vehicle and customer service.