Once again failed by the company

I have brought my Ford Ecosport in to Basil Green Ford on Tuesday the 10th of September as the radiator fan was making a noise. I had previous problems with this place and gave them the benefit of the doubt this time. I was only informed at 3 pm that they found the problem and that it was the fan motor that was broken. They said they will push the costs through on my extended warranty I have taken out. I can give them that as a positive point because previous claims was rejected when I asked for it. Wednesday morning I received a phone call asking me about the internal company I have taken my extended service plan out on. I did not have the details other than “with Ford” and by Wednesday afternoon I was phoned back saying they cannot find it in their systems. I sent them the purchase agreement from which they could see “Ford Motor Company of South Africa” and they proceeded with the claim. Wednesday went by without hearing anything back. Thursday came and I made probably 4 phone calls to follow up during the day just to get told that my claim has been submitted already and that they are waiting for it to get approved. If I miss lezil at her desk my messages get related to her yet my calls aren’t returned. Friday afternoon I decided to phone Jan Storbeck to find out what is happening. He informed me that the claim has been approved the same they and that now they are waiting for parts which will be delivered only Monday “hopefully”. When I questioned this because I am effectively a week without a car I was informed I can come and collect the car (and drive it like that in its broken state for the weekend). I refused to take it. Why does it take 3 days to approve a claim in the first place? Monday went without an update and by 3 pm I phoned to know what was happening. My car still weren’t done and was promised that it will be done on Tuesday the 17th which fortunately it was. When I received my statement they replaced the three wiper blades for R1800 which I did not ask for nor did I approve it to go ahead. The flicker globe on the left mirror which I did happen to ask for a replacement wasn’t done and still isn’t working. Yet it was charged on labour costs. My experience with Basil Green Ford in Edenvale has been highly unsatisfactory and if you feel like taking your car there for a service, sit in the corner and wait for that feeling to go away. You will leave disappointed.