BARLOWORD FORD TYGERVALLY

I cannot express my disappointment at the way Barloworld Ford Tygervalley has handled my insurance claim for a new electronic key, and the aftermath that I am still dealing with. I drive a 2007 1.3 Bantam ½ ton bakkie, and the remote key got lost. I had them quote me for a new key on the 8/4/2021. The first appointment was on the 22/4/21, and when I went to collect her that afternoon, I was told that they cannot code the key as the model was too old. But, never fear, return her on Monday the 26/4/2021 and they will sort it out. They will phone around to all the branches and they are sure that they will find a computer that will be able to speak to the car. I was also assured that I will get a courtesy car while this is all going on. Monday came and they left with my car, leaving me with a pretty little red car. Tuesday was a holiday, my car was still with them, Wednesday came and I contacted them. No, they said, no luck yet, but we will take your car to N1 City or Canal walk, as they might have the computer. In all of this time, no one from the branch contacted me to let me know what was happening. I was the one doing the phoning. And they are terrible with their phones as they do not answer them or they cut you off. They have a general disregard for their phones. Thursday Nathan (who is back in the workshop floor now) let me know that they are still having issues, but that they are taking my car to another branch to see if it can be sorted. I went and collected my car on Friday afternoon as the key has still not been coded. I needed her for the weekend. While leaving the branch, I saw that the tint on the back window of the canopy had been damaged. I was livid, as I had had the bakkie’s windows tinted the previous week. They had also damaged the driver’s side panel as it was now loose. I informed them on the Monday that they had damaged the tint and the side panel, but I was ignored. Emails, phone calls where not answered or returned. So, I logged a complaint to Ford SA. Even the service agent, Temba, from Ford SA had little or no response from them. I tried to get hold of Craig Van Der Heever and Khaya Mafenuka from the branch to try and escalate the issue. Needless to say, I did not receive any communication from them. Up until today, the 24 of June, I have still not spoken to Craig. He does not respond via email or phone call. I did get 2 lines in an SMS on the 18th of June at 5.40 after I had tried to call him numerous times, as I did not have a vehicle for the weekend. His response was “I will be in the office on Monday”. And a second response to my question of how I am supposed to get to work on Monday the 21st “The service manager Khaya will contact you now. Have a good evening”. Mmmm, the lack of regard upset me terrible. Anita from the branch called me and said that they will drop off a car for me on Saturday morning, but I please need to bring the driver back as they do not normally deliver cars on Saturdays. And I need to sign for the car’s insurance. What??? My car is fully insured, but I need to sign for their insurance excess of R7500. Eventually Khaya called me at 6 pm to tell me that they will drop off the car. My vehicle has been back to the branch, where they had it from Thursday the 17th June until the afternoon of the 22nd June. And the key issue is still not resolved. They key is still not coded so that I can unlock the door with the remote. And their excuse? The car is too old. Really? (I cannot get over this excuse…) They replaced the tint, which now has bubbles in. Will wait to see if they shrink or remain as a blotch in my rear-view mirror. What is my recourse then? Another screaming match with them? And the door panel? I was informed that I must have damaged it as they did not… What do they think I am? Superwoman? Why am I gong to fiddle with the door panel? Why? Is there some mysterious method to their repones that I am just not getting? I have been informed that they will repair it after I asked them those questions. I have taken it to an independent lock smith, who, with a glance at the key that they had given me, told me it will never work as it is on a different frequency, and that the key and car will are not compatible. I had to drive down to the branch to inform them of their strange error, as, once again I had no luck in getting on the phone. I have asked for a full refund as the key they have given me does not do what it is supposed to. It needs to open the car door at the click of a button. That is what I want, the door to open, so that I do not need to poke around with a round key in a tiny lock. A simple request that has cost me time, energy, goodwill, patience and my dignity. It has turned me into a vicious viper of a woman that will not tolerate one more moment of idiocy from a company that tells you in their branding, “a company you can trust”. No, I don’t trust you. Not one bit.