Poor service from NMI again - Disappointed Customer

E3; S1

Hi Leroy,
Please see my comments in Blue below. 4. Check the tank sender units have been replaced-(I want to see the old ones) – to be fitted tomorrow morning 16/09 - This was completed because I saw the sender units during the remote video inspection of the vehicle from Angola. It surprises me that you don't know that as they were on the seat in the vehicle. 6. Overspray on right rear door – this is not overspray but damaged to Black out tape that the vehicle originally came in with. If I ask for the vehicle to be resprayed as part of the scope of what I am paying NMI to do then my expectation is that it is done properly. I don't think this is an unreasonable request. 7. Airbag light on dashboard needs to be sorted out- either steering or the airbag in the replaced dashboard – the steering squib has an open circuit and will need to be replaced. The fault has been present from when the vehicle was booked in. This light categorically was not on when the vehicle arrived. Please check your records. I have never had this warning light come on during the entire time I have owned the vehicle. It is my opinion that there is an error in the installation of either the dashboard that was installed or the steering wheel, as both of these items were changed out/repaired during the agreed work. Please be very careful making claims of things that are untrue, I am already frustrated and poking the bear is probably not a good idea at this stage. 14. Headlamps – clean off old VPS and install new VPS – the VPS has been fitted onto the headlamps however the lamps have deep scratches. All headlamps had VPS on them when they arrived and had been very well protected for years. So I would like to understand how the scratches got there. We can inspect them when i arrive on site and we can see if the scratches are old or new - very easy to tell. I will bring my loopie that I use for geology to look at crystal structures of minerals, I will show you when I get there. 22. Wire sheath that protects the wires going into the door needs to be replaced. – not corrected , this is caused due to wear and tear. Please advise if we need to replace. I am meticulous with this vehicle. This vehicle has now done 490,000+ km and it does not even use a pint of oil between services. I suggest you look at my LinkedIn profile to see what I do for a living. It may give you better insight into the fact that this is not my first Rodeo. I expect this to be sorted out. Happy to pay for the replacement parts as I doubt—but cannot guarantee—that this was not damaged before. 24. Radio – LHS button needs to be replaced so it works properly. – to be checked with the agents or Radio Electronics. From my perspective (as per your original documentation and the videos and photos taken on my way to Botswana when i picked up the vehicle, as I could not tune the radio station) this was broken in your care. So my expectation is that this needs to fixed. I am not demanding the fix, only that it needs to be amicable to NMI and to me. Considering my frustrations to this point, I believe these expectations to be what any reasonable person would expect even under normal circumstances.
Here is the list send to you with the outstanding issues still to be addressed: It strikes me that these items have not been added to the list as they are documented in the formal documents sent to you. Still open:
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Wheel-arch laces. - Needs to be sorted
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Overspray on the right-rear door. Again - if i agreed that my vehicle is to be resprayed, I expect it is done properly. I am paying a considerable amount of money (as you will see I originally when to 3 people to get quotes in 2025 which is why you have an ODO reading in the document that states about 8***km less than current) NMI was not, by far the cheapest but I thought going to give me the best value with the least risk.
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Vertical black door panels — left off a respray. Again - if i agreed that my vehicle is to be resprayed, I expect it is done properly. I am paying a considerable amount of money (as you will see I originally when to 3 people to get quotes in 2025 which is why you have an ODO reading in the document that states about 8***km less than current) NMI was by far not the cheapest. I thought NMI was going to give me the best quality with the least risk. This is the vertical panel that is in between the front and rear door. If the scope is to respray the vehicle on the outside then my expectation is that the vehicle gets resprayed on the outside. I am not expecting the vehicle to be sprayed in the engine compartment, just on the outside as per the original scope.
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Airbag warning lamp — highly probable cause is the steering-wheel work or the replacement dashboard. Both have airbags. Toyota did not work those assemblies. covered earlier - under "don't poke the bear".
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Both hooters.
V6 · 11 September 2026 · Supporting chronology · written file only - only happy to take this off the list and get Toyota to resolve the issue.
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VPS on both headlamps and both fog lamps. Left-front film bubbled 8 September; vehicle sent back. Fog lamps written on the 4 September sheet. Again this is about scope. I asked for the front lights to be sorted. The VPS was also on these fog lamps, as it was on the bonnet and the headlamps. I never imagined this would be unclear as it is in writing. As you have seen I am quite particular about putting things in writing as I have found memories are not very useful when it comes to the facts.
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VPS on the bonnet — never taken off the original scope. Roof protection was. The bonnet was not. As per earlier, I am glad this is being resolved.
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Roof clips. No problem
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Door wiring / harness on two doors — Neville: both damaged; both to be replaced. As mentioned earlier, I am meticulous with this vehicle. If they were damaged earlier, there is a very high probability I would have seen it and asked you to add it to the scope as I want this vehicle brought back to standard - which is why I am prepared to pay so much money up front to have it done. I expect this to be sorted out. Happy to pay for the replacement parts as I doubt—but cannot guarantee—that this was not damaged before.
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Radio, including the left-hand button. NMI damaged it. Repair it properly at NMI’s cost, or put a written solution that is acceptable to both sides. A note was made in July to find a solution and agree it. That conversation did not happen. That was picked up in July and now we are in September.
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The ordered windscreen seal — place it in the boot, in its original packing. I will get someone professional to replace the windscreen.

I am flying back from Angola on Thursday. I am looking forward to picking up my vehicle on Friday. Please let me know what time I should collect it. Please help me to help you, If I never have to talk to anyone or see anyone from NMI until I die it will be too soon. I am sure by now NMI feels the same about ever seeing me again, so let us help each other get this last stretch sorted so we can say our goodbyes and move on with our lives. Please let me know in writing at your earliest convenience, but before Friday. I am trying with all my might to be civil, I really am, but please get this sorted, because I am not sure how much longer I can last. I have added the formal documents for your convenience, just in case you want to read them again. Kind Regards
Trevor GardenMobile: +***7Email: ***Profile: https://www.linkedin.com/in/trevor-garden-7583b466/Important: P.S. By the nature of my work I am out of the office, and in the field. Please WhatsApp me if it is urgent. I will usually reply to WhatsApp's within 12-24 hours. in exceptional circumstances it may be 48 hours (5%). Emails take much longer to reply too.
On Tue, 15 Sept 2026 at 16:30, Leroy Donnelly <***> wrote:
Good day Mr, Garden, I trust you are well. Kindly see below the list provided by yourself for completion, we are still working through a few of these and expect the vehicle to be complete and ready for collection on the 23 September. We will keep you posted if anything changes. List of outstanding things to be done.1. Laces on all wheel arches - corrected2. Rear seat belt in roof at rear door(no glue) – correctly secured and no glue used.3. Rf door lock and window switches- replace(no glue) – fitted correctly4. Check the tank sender units have been replaced-(I want to see the old ones) – to be fitted tomorrow morning 16/095. Please no silicone black glue to be used when guys have broken the clips – the parts fitted are free from adhesive use.6. Overspray on right rear door – this is not overspray but damaged to Black out tape that the vehicle originally came in with.7. Airbag light on dashboard needs to be sorted out- either steering or the airbag in the replaced dashboard – the steering squib has an open circuit and will need to be replaced. The fault has been present from when the vehicle was booked in.8. Steering wheel hooter section to be same coloured same as the new dash – Corrected9. LR body weather seal – what is this – double check. – Corrected10. Right hooter and left hooter to be replaced – these were returned during the initial repairs 14/05 and a credit was passed to the repair before costing the job.11. LR and RR quarter glass both need to be installed properly - corrected12. Valet and Polish ( also on the roof) – Corrected -both have been completed13. Respray the rear ash tray holders to match the new ashtrays – Done -the painting has been completed14. Headlamps – clean off old VPS and instal new VPS – the VPS has been fitted onto the headlamps however the lamps have deep scratches.15. Install VPS on the bonnet – the VPS has been fitted onto the bonnet.16. Front windscreen seal – for new windscreen. Put in the vehicle please. Maybe I can arrange with the insurance for them to come and install the windscreen whilst you have the vehicle at your premises. Part in stores to be placed into the vehicle when complete.17. Rear upper Bumper pad – below the rear door. – Corrected- the part has been fitted onto the vehicle.18. Plastic clip that goes in the middle of the rear door at the bottom. – Corrected- the part has been fitted onto the vehicle.19. Quote for the roof upholstery. – we received a quotation of which you have declined.20. Roof clips to be replaced. – the roof rack system has been completely changed, and the parts do not function on the new system. The parts will be left in the boot of the vehicle.21. Seal for windscreen and clip that holds the seal in missing. Corrected22. Wire sheath that protects the wires going into the door needs to be replaced. – not corrected , this is caused due to wear and tear. Please advise if we need to replace.23. Noisy door – need to be adjusted. – Corrected: the door has been adjusted and is free from noise.24. Radio – LHS button needs to be replaced so it works properly. – to be checked with the agents or Radio Electronics25. Check cubby hole lid on the front passenger side to make sure it has been installed correctly. - Corrected26. Overspray RR door – same as no. 6 above Regards, | |
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Leroy Donnelly | |
Workshop Manager | |
Garden City Motors Pietermaritzburg | |
9 Armitage Rd | Town Hill | Pietermaritzburg | 3201 | |
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Tel: *** | |
Email: | *** |
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An Authorised Financial Services Provider in terms of the FAIS Act, no.37 of 2002. Licence no. 26390 |
NMI Durban South Motors Pty Ltd is a level 2 BBBEE contributor