Poor Service. Questionable ethics...

My mother-in-law had her car towed to McCarthy Renault Pietermaritzburg in mid-February 2021. She was told over the phone that it would cost circa R150k to replace the gearbox on her Renault Captur. She requested a written quote to submit to the insurance company and despite several follow up phone calls, the last of which was two days ago (exactly 3 weeks after the car was deliver to Renault), the quote has still not been received.

As the cost of the repairs are rather high, we asked what they would offer to trade the car in as is to repair ans sell on. Until now, the used car team have not been able to calculate a price or have the courtesy to phone back.

Today someone from Renault phoned to ask if we are aware that our car is still parked at their premises... Clearly there is no communication between departments and customer service is poor.

I have purchased several cars from Renault PMB in the past and ofter this debacle will not buy another one.

Essentially they have left a pensioner without a car for three weeks and noone has been able to provide a written quote for the repairs to the gearbox. Is this because the original verbal quote was inflated? Or is it simply incompetence?

I have emailed the manager of the branch and received no response. Hence posting here.