Care Care Clinic

I am a very very unhappy customer of Car Care Clinic. The history of my complaint is a follows: Saturday, 31st October 2020. My wife took our Hyundai Elantra 1.6 GLS, 2012 to Car Clinic at Valley View Shopping Centre in Krugersdorp. My wife specifically asked Car Clinic have a look at two issues. One was the brakes and the other was an uncomfortable sound from the front suspension and or steering system. The problem with the brakes were that when one brakes, the brake pedal goes down almost to the floor and when it is released the pedal come back up to the top. Like when there are no brake fluid in the braking system. Christo (the Manager) then phoned my wife with a quote of what seems to be the problem. But, an addition to what Christo found on the brake system and front steering system, he went through the whole vehicle and came up with a whole list of items that “needed attention”. My wife said that he should speak to me as she don’t know what to say to his findings. Christo then phoned me and repeated the whole list of items that need to be done and quoted an amount of R10 723.70 Cleary this was a very clever tactic just to get more business out of me as a customer. Not happy but trusted his judgement as “Qualified Technical Manager”, I accepted the quote and they started working on the vehicle. Christo did hand me all the old/used parts and explained what was done. Also confirmed that the Brakes were attended to as well as the Control Arms and Stabilizer which caused the uncomfortable sound from the front suspension and or steering system. Monday, 2nd November 2020 The brakes still gave a problem. I phoned Christo Monday, 2nd November 2020 informing him that the brakes are still giving a problem and that I will return the vehicle on Wednesday, 4th November 2020. I couldn’t return the vehicle on Monday, 2nd November 2020 as it is our only way of transportation to commute between work and home. From hereon I cannot remember exactly the sequence of events as there were several telephone calls. There were a total 17 calls between Christo and I. If I knew where this whole sage was headed, I would’ve kept track of every conversation. But as can be seen, the interaction with Car Care Clinic Valley View started on Saturday 31st October 2020. The vehicle was returned on 9th November 2020 and in for 3 days [from Monday 9th November to Wednesday, 11th November 2020]!!! Three days to fix the brake system issue. One excuse after the other. First they were trying to locate the problem. Then they don’t have the spares and had to be ordered. Three days without progress. Then Christo phoned me to say that it is a seal on the back right wheel that is leaking. I asked him how much this will be. His exact words were “not more than R800”. When my wife collected the vehicle on Wednesday 11th November 2020, she had to pay R2 026.80 I was upset and questioned this as I was quoted “not more than R800”. Christo’s response was that he asked one of his staff members to call me with the new quote. I never received any call. Gross miscommunication or deliberate? I have my suspicion. My wife should not have paid the amount as the scope of the work was already done with the first payment AND I was told it “wouldn’t be more that R800”. I was willing to pay the R800 (or less) as agreed with Christo. Although I felt that this issue was already attended to and paid for on 31st October 2020. Monday, 16th November 2020 Needless to say, the brakes were not fixed/repaired. When I got the vehicle back and took it for a test drive, the same problem existed. I phoned Christo on Thursday, 12th November 2020 and he said I should bring back the vehicle to have it repaired at no cost. His exact words were “”I will do oom a favour and have it fixed on my expense”. I told him that I can only have the vehicle back at Care Care Clinic on Monday, 16th November 2020. When I arrived on Monday 16th November 2020, I asked Christo to come with me for a test drive to confirm what I’m saying about the faulty brakes. We went for a drive and he agreed with me that the problem still persists. He said that the vehicle will be repaired at no cost and I accepted the offer as I already spent money twice to have the problem fixed. Monday afternoon at 16:45 I phoned wanted to know if I can collect the vehicle. Note that I had absolutely no communication from nobody about the progress of the repairs which I found to be very very bad service. I was under the impression the business is closing at 17:00. I later found out that they are closing at 17:30. The receptionist said that Christo was not available as he was out on a test drive of another vehicle. I asked the receptionist to ask him to call me urgently. No response. At 17:23 I called again and he answered the phone. Long story short, vehicle not ready as he waits for parts from Edenvale?!?!?! I lost my temper and raised my voice and insisted I want my vehicle back. What amazed me was that Christo responded back in aggressive way by asking me “now what exactly do I want” . I said I wanted my repaired vehicle back. He then said the will make a plan and fit a “’self made washer” just to satisfy me. His words were that there are lying all kinds of washers around in his workshop. Imagine! I refused. Eventually we agreed that the vehicle can overnight another night and have it ready by Tuesday morning. Tuesday, 17th November 2020 Still no communication. I had to call and ask what time the vehicle will be ready. More excuses. No parts delivered…... By now Christo gets so desperate to satisfy me as a customer that he even agreed to fit a new park (not reconditioned part) on his expense. I made it quite clear that the expense will most definitely be for his business expense. He also said that he is now sending the part that need to be fixed to Hyundai to be repaired. Again on his expense. Again the vehicle had to overnight in the workshop on Tuesday, 17th November 2020. Wednesday, 18th November 2020 Again no communication. Eventually when I phoned, Christo tells me that the part that needs to be replaced will be R4 000 but he is “willing” to meet me “”1/2 way” and that he will pay R2 000 and I will have to pay R2 000. I refused!! I told him I don’t want the vehicle to be repaired by Car Clinic anymore and that I need my vehicle back without repairs done. Again, one excuse after the other. He said that the “broken” parts will return on Thursday, 19th November 2020 at 08:00 and that I can collect the unrepaired vehicle at 09:00. Thursday, 19th October 2020 By 09:00 I called to hear that he is still waiting. He will call me. Needless to say no call back. Again a confirmation on lack of communication with his customers. I called again by 12:10. According to receptionist Christo is not available as he is out with a test drive of another vehicle. I asked the receptionist to ask him to call me. At 12:39 I received a call that he is still waiting for…. I don’t know for what? At this point in time, I just desperately want my vehicle back even if it is not repaired. But with no success. He asked me to give him time until 15:00 and he will call me when I can collect the vehicle. I must place on record that by this time Christo offered to have the vehicle fixed on his expense. I just became just so uncomfortable with the situation that I decided not to accept Christo’s offer on the “free” repairs. If the problem couldn’t be fixed in eight days, how mush longer must I hear excuses of parts and suppliers and this and that. For 8 days we were inconvenienced with no transportation. I just couldn’t wait any longer as I felt there will be just another excuse the next day. I then requested to have the unrepaired vehicle back as a matter of urgency. I’m sure you will understand my lack of trust in the skills and motive for Care Clinics delay tactics. The questions: • Why was the problem not fixed on 31st October 2020 which was part of the quote to have the brakes fixed for which I paid R10 723.70? • Why was the problem not fixed on 9th to 11th November 2020 [3x days] for which I paid another R2 026.80 to have the brakes fixed? • Why was the problem not fixed on 16th to 19th November 2020 [4x days]. In total, the vehicle was in Car Care Clinic’s workshop for 8x days. • Why did I had to pay an additional R2 026.80 to have the problem fixed? • Why was there every time a different diagnosis of what is wrong with the brakes? My suspicion is either lack of technical skills or bad customer service? • Why did Christo “suggested” that I pay ½ of the repairs after he agreed that the vehicle will be fixed at no charge? • Why did Christo “offered” that he will carry all costs and to have the vehicle fixed at no charge? I have never ever received such bad service in my life from any service supplier. Whether it is a fast food merchant of a grocery store. The service at Car Care Clinic Valley View is appalling to say the least. No communication skills, no client satisfaction and on top of that Christo creates the impression that I am the problem. During our many but many telephonic conversations that we had, it was clear that he had an attitude and asked me on several occasions “’so what exactly do I want from him”. All I wanted was to be treated with respect like a paying customer. I received exactly the opposite. I don’t see myself as an unreasonable individual but I’ve never ever received service like this.

I have sent an email to Car Care Clinic Head Office with no response. I then hand delivered the printed email to Care Care Clinic Head Office in Wilropark for them to have an opportunity to respond to my complaints. Also see the comments on Hello Peter about Car Care Clinic Valley View Please refer specifically to entry made on 30th September 2020 by Jaco C “Deceiving and completely dishonest”. Very similar to my saga. My advice: Avoid Car Care Clinic's especially the Valleyview Branch in Krugersdorp. Worst client service, ***********, dishonest, arrogant, etc. etc. I will never make ise of hem and or refer anybody to their business. Just my advice.