HZ
Helouise Z
1 reviews | Active since Aug 2018
05 Apr 2022, 17:42
Bad service from Ford Menlyn
Really disappointed in their service. A tracking device was installed into our brand new Ford ranger by them without us knowing. It was installed incorrectly. This damaged the battery so severely that it had to be replaced. We had a lot of trouble finding out what caused the battery drainage. After Ford Brits found the problem and removed the devices, I asked Ford Menlyn to reimburse us for the battery, since it was 100% a fault from their side. But I got an email back, with no apology, no reimbur*****t, nothing. Just a No. When we first got the bakkie it made a terrible noise going over a bump. We also took it back to them and even then they said there was nothing they can do. This was also sorted out by another Ford branch.
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BB Menlyn Ford's replyOfficial
06 Apr 2022, 13:21 Herewith feedback with regards to the claims made by Ms. Helouise van Zyl.
· Vehicle purchased in December 2019. · For security reasons, all our vehicles gets fitted with a CARTRACK unit and the customers have a choice whether they want it or not – Ms. van Zyl knew this and declined the CARTRACK – she signed the TRACKER SYSTEM document for the declining of the unit, on 18/12/2019 (document can get send upon request) – claim of not knowing, untrue. · CARTRACK unit was deactivated on 10/1/2020 @ 07:16:15 – proof can get send upon request. · This damaged the battery so severely that it had to be replaced” – slips from customer shows that the battery was replaced on 1/3/2022 – this is 26 months after the vehicle was bought, keeping in mind that a factory has a 12-month warranty on a battery. · The customer replaced the battery 4 months after Brits Ford said that the CARTRACK units were the cause of the problem – timing doesn’t make sense at all. If the CARTRACK units were indeed the problem, the problem would have been there since day 1. · “ it made a terrible noise going over a bump”Ms. Van Zyl’ s and her fiancée, came to the dealership one day to complain about the noise. Her fiancée and our workshop foreman at that time, knows one another and Bart helped the customer immediately – no job card was opened as it was a small fix. We had no other complaints again about the “terrible noise”. This incident was more than 12 months ago. Ms. van Zyl accompanied her fiancée – she sat in the vehicle.
We decided not to refund the customer the cost she incurred on replacing the battery due to reasons explained above. Unfortunately, a rejection like this based on facts, warranties, time lines ect, is always seen in a negative light, but we do not make decisions lightly on who to refund and who not.
Another factor customers seems to forget is the time their vehicles were stationed due to the Covid-19 regulations in March 2020. Vehicles were not used and that also played a role. As a Dealership we cannot be held responsible for something none of us had any control over.
· Vehicle purchased in December 2019. · For security reasons, all our vehicles gets fitted with a CARTRACK unit and the customers have a choice whether they want it or not – Ms. van Zyl knew this and declined the CARTRACK – she signed the TRACKER SYSTEM document for the declining of the unit, on 18/12/2019 (document can get send upon request) – claim of not knowing, untrue. · CARTRACK unit was deactivated on 10/1/2020 @ 07:16:15 – proof can get send upon request. · This damaged the battery so severely that it had to be replaced” – slips from customer shows that the battery was replaced on 1/3/2022 – this is 26 months after the vehicle was bought, keeping in mind that a factory has a 12-month warranty on a battery. · The customer replaced the battery 4 months after Brits Ford said that the CARTRACK units were the cause of the problem – timing doesn’t make sense at all. If the CARTRACK units were indeed the problem, the problem would have been there since day 1. · “ it made a terrible noise going over a bump”Ms. Van Zyl’ s and her fiancée, came to the dealership one day to complain about the noise. Her fiancée and our workshop foreman at that time, knows one another and Bart helped the customer immediately – no job card was opened as it was a small fix. We had no other complaints again about the “terrible noise”. This incident was more than 12 months ago. Ms. van Zyl accompanied her fiancée – she sat in the vehicle.
We decided not to refund the customer the cost she incurred on replacing the battery due to reasons explained above. Unfortunately, a rejection like this based on facts, warranties, time lines ect, is always seen in a negative light, but we do not make decisions lightly on who to refund and who not.
Another factor customers seems to forget is the time their vehicles were stationed due to the Covid-19 regulations in March 2020. Vehicles were not used and that also played a role. As a Dealership we cannot be held responsible for something none of us had any control over.
BB Menlyn Ford's reply06 Apr 2022, 13:21
Official
Herewith feedback with regards to the claims made by Ms. Helouise van Zyl.
· Vehicle purchased in December 2019. · For security reasons, all our vehicles gets fitted with a CARTRACK unit and the customers have a choice whether they want it or not – Ms. van Zyl knew this and declined the CARTRACK – she signed the TRACKER SYSTEM document for the declining of the unit, on 18/12/2019 (document can get send upon request) – claim of not knowing, untrue. · CARTRACK unit was deactivated on 10/1/2020 @ 07:16:15 – proof can get send upon request. · This damaged the battery so severely that it had to be replaced” – slips from customer shows that the battery was replaced on 1/3/2022 – this is 26 months after the vehicle was bought, keeping in mind that a factory has a 12-month warranty on a battery. · The customer replaced the battery 4 months after Brits Ford said that the CARTRACK units were the cause of the problem – timing doesn’t make sense at all. If the CARTRACK units were indeed the problem, the problem would have been there since day 1. · “ it made a terrible noise going over a bump”Ms. Van Zyl’ s and her fiancée, came to the dealership one day to complain about the noise. Her fiancée and our workshop foreman at that time, knows one another and Bart helped the customer immediately – no job card was opened as it was a small fix. We had no other complaints again about the “terrible noise”. This incident was more than 12 months ago. Ms. van Zyl accompanied her fiancée – she sat in the vehicle.
We decided not to refund the customer the cost she incurred on replacing the battery due to reasons explained above. Unfortunately, a rejection like this based on facts, warranties, time lines ect, is always seen in a negative light, but we do not make decisions lightly on who to refund and who not.
Another factor customers seems to forget is the time their vehicles were stationed due to the Covid-19 regulations in March 2020. Vehicles were not used and that also played a role. As a Dealership we cannot be held responsible for something none of us had any control over.
· Vehicle purchased in December 2019. · For security reasons, all our vehicles gets fitted with a CARTRACK unit and the customers have a choice whether they want it or not – Ms. van Zyl knew this and declined the CARTRACK – she signed the TRACKER SYSTEM document for the declining of the unit, on 18/12/2019 (document can get send upon request) – claim of not knowing, untrue. · CARTRACK unit was deactivated on 10/1/2020 @ 07:16:15 – proof can get send upon request. · This damaged the battery so severely that it had to be replaced” – slips from customer shows that the battery was replaced on 1/3/2022 – this is 26 months after the vehicle was bought, keeping in mind that a factory has a 12-month warranty on a battery. · The customer replaced the battery 4 months after Brits Ford said that the CARTRACK units were the cause of the problem – timing doesn’t make sense at all. If the CARTRACK units were indeed the problem, the problem would have been there since day 1. · “ it made a terrible noise going over a bump”Ms. Van Zyl’ s and her fiancée, came to the dealership one day to complain about the noise. Her fiancée and our workshop foreman at that time, knows one another and Bart helped the customer immediately – no job card was opened as it was a small fix. We had no other complaints again about the “terrible noise”. This incident was more than 12 months ago. Ms. van Zyl accompanied her fiancée – she sat in the vehicle.
We decided not to refund the customer the cost she incurred on replacing the battery due to reasons explained above. Unfortunately, a rejection like this based on facts, warranties, time lines ect, is always seen in a negative light, but we do not make decisions lightly on who to refund and who not.
Another factor customers seems to forget is the time their vehicles were stationed due to the Covid-19 regulations in March 2020. Vehicles were not used and that also played a role. As a Dealership we cannot be held responsible for something none of us had any control over.