Poor Service, both sales man and Manager

<p>We bought a used vehicle from this retailer almost 2 months ago. My husband requested a Nudge Bar to be installed on the 4x4 we purchased.</p> <p>Sales showed him a few Nude Bars and he selected one and the costs added to the total sale value. Once ordered and as per the salesman, he would impossibly receive the wrong nudge bar and it would arrive that week and they will have it installed.</p> <p>All the paper work were completed the Saturday and approval came through on the Monday. Vehicle was collected the Wednesday 26 April 2017 and the salesman informed my husband that on arrival of the nudge bar, he would inform my husband immediately in order for the bar to be fitted.</p> <p>The day the Bakkie was collected, it was storming and my husband noticed that water was leaking in to the canopy, that the passenger side mirror was damaged, rubber clip on passenger window was missing, which caused leakage as well.</p> <p>Paint on front side of the bakkie came off, thus was either polished so that it was not noticeable. The rain however made this noticeable.</p> <p>My husband informed the salesman of this and a few other minor issues. They agreed that he would come in to Barloworld Toyota that Saturday in order for the Salesman to see first-hand, what my husband was referring to.</p> <p>The Salesman in my presence wrote down all the above and more and said that once the nudge bar arrive the next week, he will attend to these issues all at once. As I use the Bakkie to travel to and from work during the week, he promised that they would arrange transport for me. (This they did).</p> <p>However the next week came and went and we heard nothing from Barloworld Toyota. My husband then called and he was told that they received the wrong nudge bar and this irritated him as he was told that impossible that they will receive the wrong nudge bar as there is only one of it, so how did he get this wrong?</p> <p>Another week went by and we had to make contact with the salesman every time. The Sales man never kept us informed. Arrangements were made to collect the Bakkie on 16 May 2017, however it did not happen. No contact once again. I then contacted the Salesman the next morning 10:26 am to be exact the following day and he apologised as he had a family emergency the previous day. I understood this and he explained that they were short staffed and would not be able to collect that day either, that he would make arrangements with panel shop (paint) and canopy workshop for the rubber in canopy (side where it’s leaking) and nudge bar to be installed as well as replacing the passenger side mirror.</p> <p> </p> <p>The Bakkie was collected on the 22nd the Monday, returned on the 26 May 2017. My husband then stripped as the nudge bar was not installed, the rubber replaced on the canopy was the wrong rubber as it was leaking even worse now. On top of it, the people who replaced the rubber probably removed the canopy and sc****d it on the floor, leaving marks that weren’t there before and looking like glue patches on the canopy as well. Also the canopy was replaced uneven, causing the canopy door push against the canopy, causing the paint to come off there as well. The mirror was not replaced, the paint job done, however the other side now had marks on that weren’t there before. Oh yes and the rubber clip on passenger window, also not replaced.</p> <p>You could almost say they had the Bakkie for 4 days and none of the above was done, except more cosmetic damages than it initially had.</p> <p>The Sales man forwarded me the confirmation that the nudge bar is on order on the 26 May 2017 and estimated “leave” date from supplier would be that Monday 29 May 2017, estimated time of arrival Wednesday 31 May 2017.</p> <p>My husband called the following day to check if they received the nudge bar and I can’t even remember what he was told. At this point he was furious, mostly due to the lack of communication.</p> <p>At this point we had enough and wanted to escalate the matter. I went on the Face Book page 02 June 2017 for this Barloworld branch and requested email address for the manager of the sales man. I then emailed the manager the same day explaining the situation. However the day before we emailed as per request from my husband, the salesman told my husband that he’s manager gave him instructions of what should be done on the Bakkie. It appeared as per the conversation that he’s manager said it would be ok to just polish the marks and that the rubber – which was the wrong rubber by the way, would be fine.</p> <p>We received acknowledgement of email complaint and was informed that the manager would look in to the matter.</p> <p>We received a response to our email on Monday 5 June at about 10:31 AM. As per the manager the nudge bar arrived on Friday 2 June and that they were still waiting on the window clip and that once again, the bakkie will be collected the following Monday to attend to all the outstanding items mentioned.</p> <p>My husband however requested to come in to the branch once again and show the manager in person, what he was complaining about. This happened the same Friday and was noted. Just an FYI in no way, did he expect a 2nd hand bakkie to look like a brand new bakkie, all he wanted was what he saw when we bought it and what was promised to him.</p> <p>The Bakkie was then collected on Monday 12 June 2017 to have the nudge bar fitted and new rubber in canopy, the paint to be fixed, mirror to be fixed, window clipped to be placed etc.</p> <p>On the 15 June I sent an email on my husband’s request to ask when will be done as the next day was a public holiday. They tried several times to get hold of my husband that day, however he was on a building site, which were very noisy and frankly he’s spent so much money on airtime calling Barloworld for feedback, that he did not call back when he noticed they called.</p> <p>On arrival at home that evening the Barloworld driver pulled up at our door simultaneously with my husband. He had some papers in he’s hands and my husband asked if all work done? The driver responded that something was still outstanding and my husband said that he must take the bakkie back, that he did not want it! He called Christo the manager then to inform him that he sent the driver back with the bakkie, that he refused it as job still outstanding. At that time he wasn’t even sure, what was outstanding.</p> <p>Let me explain the other reason he was livid! I use the bakkie to and from work during the week.</p> <p>- 12 km per day – 60 km per week</p> <p>- Occasional fishing and recreational purpose over weekends.</p> <p>- From Barloworld Kuilsriver to us and back is =-64 km. (More than I drive in 1 week)</p> <p>- The Bakkie was with them twice now a total of +- 108 km</p> <p>- It was sent back again a 3rd time =- 192 km Barloworld added to the clock.</p> <p>This is much more than we added in 2 months due to their poor workmanship and poor customer service!!!!!</p> <p>Low and behold the Bakkie was returned on Wednesday during my husbands, working hours and</p> <p>- Nudge Bar was installed – however whoever installed the nudge bar broke the grill. Obviously either poor workmanship or was installed by someone who don’t know what they were doing.</p> <p>- The corrosion caused by the ill fit of the canopy, was either poorly tipexed and the canopy was pushed far back, practically against the passenger sides of the bakkie – another indication of either poor workmanship or someone who don’t have a clue.</p> <p> </p> <p>I’ve sent the manager an email and cc’d the sales man in on the email, however no one even acknowledged the email.</p> <p>Please see attached email trail with Manager.</p>