Poor service experience

Good morning,

I brought in my VW Polo last year 27/04/2022 for a service and also reported an aircon issue (was not cooling) - Job card 36987. The vehicle was still under service and maintenance plan, seeing that I bought it brand new at the end of 2019. After the service, I had to rebook it to address the aircon issue. When I brought it in I was informed the gas was low and they refilled it. A few months went by and I started noticing again that the aircon was not cooling, only blowing wind. I reported the problem to you and brought in my car 08/08/2022 (still under maintenance plan) - Job card 45473. Later that day I called and enquired about the problem, I was informed that they need to keep the car overnight because they suspect a leak and need to do some sort of test the next morning where they spray gas into the system and leave it in the sun to determine where the leak was. The next day I contacted and was informed I could come and fetch my car, they determined there was a leak but the part needs to be sourced from Germany, and could take a couple of weeks.

2 months went by with no follow-up from any service consultant. Finally, I called again to follow up, but after providing my details they said there was no order placed for a part thus there is no part and I need to once again bring in my car. I did so. This time the leak miraculously disappeared. I stood in the dealership and asked the service consultant what was going on, how does a leak just disappear? She did not have an answer and said everything was fine with the aircon. I asked her if the problem comes up again will you fix it because I reported the issue while the car was under maintenance plan. She assured me that they would fix it because I have the job cards to prove I reported the issue under the maintenance plan. Now the problem has come back again. I called her and she referred me to either VW Hatfield or Silver Lakes because your aircon machine was not working. However, they won't help me, because I did not report the problem directly to them and want some sort of confirmation from you that they would be reimbursed if they fix my car. For the last two weeks, I've been struggling to get any sort of answer from the service consultant and it feels like I'm being ignored on purpose, hoping that I would go away. I ask nicely that someone would please urgently assist me in the matter.