TERRIBLE SERVICE

Good Day

I am writing to formally lodge a complaint regarding the service experience I received at McCarthy Toyota Hatfield.

My vehicle was booked in for its service in December and at the time of booking I clearly requested that a few additional points be checked.

Firstly, I mentioned that my wiper blades are not cleaning properly. This was not addressed at all, and no feedback was provided.

Secondly, after collecting the vehicle, my husband had to physically return to the vehicle and point out to the technician that the left rear brake light globe was not working. This globe was then replaced under policy. At the same time, we also mentioned that the centre brake light has globes that are not working. To date, nothing has been done regarding this issue. (It comes as one unit)

I have a policy in place that covers these items, yet no claims were submitted and no repairs were completed, despite the issues being clearly pointed out.

In addition, the handbrake was functioning correctly prior to the service. After the service, it was adjusted so tightly by the dealership that it now only goes up one click, which is not normal and is a direct result of the work carried out by the dealership.

Furthermore, when I later took my vehicle in to have the tyres swopped after the service, I was informed and showed by the outside party, that one wheel nut is stripped. This was extremely concerning, and once again raises serious questions about the workmanship and care taken while my vehicle was in your workshop. Thank you, Toyota.

Due to my dissatisfaction, I contacted the service manager to explain how unhappy I was with the service received. I have not received a call back. I was also contacted by customer care from the dealership, where I again expressed my dissatisfaction, but once more no follow-up was received.

I was later contacted by Toyota Ipsos to ask if I was satisfied with the service. When I indicated that I was not, there was no interest in hearing what was wrong. This left me questioning whether this is now the Toyota way — a don’t care attitude towards customers.

It honestly feels as though if you are not driving a new vehicle, you are of no importance to the dealership. The only reason I continue to service my vehicle at Toyota is because of the policy I have in place. Otherwise, based on this experience, a Toyota dealership would never see me again.

Where is the pride in workmanship, and where is the customer care Toyota is known for? This experience was an absolute disaster compared to my previous visit to McCarthy Toyota Hatfield.