Unauthorised Work and Dishonest Service at Comaro Branch

I went to the Comaro branch to service my car, as I have done consistently over the past three years. However, my recent experience was extremely disappointing. Criscan Surnan, acted dishonestly and showed a complete lack of integrity.

I booked my car for a major service only, yet he decided without contacting me or requesting approval to add additional jobs. This significantly increased the total cost and resulted in my insurance being billed for unauthorised work that I never agreed to. When I questioned him, he responded smugly and said, “Well, insurance already paid,” which makes it clear he knew exactly what he was doing. He submitted a higher quote to insurance than what was initially agreed upon, which is unacceptable.

I would like to know what the standard process is when a car is booked in, and why it was not followed. If I were paying cash, I know for a fact he would have called to ask about the additional work, because I would not have agreed to pay it. What I signed for and what was quoted and paid for were completely different.

Criscan Surnan’s behaviour is ********* and completely misaligned with the company’s mission to build long-term, trust-based relationships with clients. This incident has severely damaged that trust. After three years of loyal service at this branch, I will not be returning. The technicians are excellent, but your front-end staff clearly require serious training on customer service and proper booking procedures.