Poor Service

I am extremely dissatisfied with the service I received at VW Woodmead on 4 March 2025, when I brought my 2023 VW Polo GTI for its 45,000 km service.

Throughout the day, my Service Advisor, Shenaaz Smith, failed to provide updates, and despite my request for transport from my workplace (SARS LBC Woodmead), no arrangements were made. Here’s a timeline of the experience:

14:33: Shenaaz attempted to call, but the call didn’t connect. 14:52: I called but couldn’t reach her. I left a message with reception and received no callback. 15:10: I arrived at the dealership and was told my vehicle was still being worked on. 15:40: Shenaaz confirmed the vehicle would be ready in 15-20 minutes. 16:15: I was told the vehicle was still being test-driven. 16:25: I raised a complaint about the engine not being washed. 16:38: I finally received my vehicle.

The delay caused significant inconvenience, including an additional R150 for late child pickup. The fact that the vehicle was still being test-driven at 16:15, despite earlier assurances, raises concerns about the efficiency and accuracy of the service provided, as well as what work was conducted throughout the day.

I have little expectation that this complaint will be taken seriously, considering my interaction with the dealer principal, Pieter Kruger, where his responses and body language suggested a lack of concern. However, I feel it is important to document my experience. The level of service I received is unacceptable, and I will not be returning to nor recommending VW Woodmead.