Terrible customer service

I need to raise my concern and disappointment in the service received from car care clinic yesterday 2019/04/08.

I brought my car in early in the morning for a major service, I was called by Rudi later on in the day regarding a quote for all work that needed to be done. I agreed to proceed on the estimated figure of R8000, when the quote was receive via email a few hours later the total came out to R11 000. I do understand that the R8000 was an estimate so I informed Rudi to cap it at R8000 and I would bring the car back at the end of the month for the remainder of work to be done.

I went to collect the car at 5pm. I was with a friend who carpools with me, we went to the Engen across the road to fill up, as I reversed my car it made a terrible screeching noise- similar to when your clutch is not engaged completely. I went back to car clinic, 2 men drove to test the car and the noise was brushed off as new brake pads. I’ve replaced brake pads before and have never experienced this.

I went back to the Engen, again my car made the noise, even the petrol attendants told me that the noise is concerning, I sent Rudi a voice note and he suggested I come back in the morning. This is already of concern to me, I paid for a service, the car did not make this noise prior and I am told to continue about my day with a car that clearly has something wrong with it.

I drove back to car clinic, although the shop seemed closed, Rudi was outside and got into the car to test the noise, he only seemed to show concern when he himself heard the noise and suggested it was from the gear box, he did not say much else. I suggested that I would not be taking the car home, he then asked if I needed anything from the vehicle and drove it into the workshop to stay overnight- that was it.

There was no apology for the inconvenience , no acknowledgement of what the actual issue was and no offer to take me home at all or even ask how I was going home. I had to Uber eventually, in peak hour traffic and once again this morning. There was also complete disregard for the fact that there was clearly something that the mechanics either broke or did not put back together correctly. It seemed completely normal for me to have to drive the car in that state.

It is now 14:00pm and I have received no feedback. I would like an explanation as to what was wrong with the car, if it was indeed the gear box I need to know why it was even tampered with. The gear box was replaced last year before the service plan was completed.