Bad service

Good day,

I’m writing this email with dissatisfaction with the level of service I have received from Car Service City Wonderboom. I took my car in on Monday the 16th of August 2021 for wheel bearing problems and also a slight annoying sound that came when I stepped on my clutch. I spoke to Francois whom I believe is the manager there and since I have warranty from Absa innovation group, he said they would attend to the bearings first and send a claim for payout because “the warranty could decline if it were a bulk request for both the bearings and the funny clutch sound” I got an sms from my warranty on Wednesday the 18th to say a claim has been registered and by Saturday the 21st, Francois told me he was done and wanted me to come in to show me the progress, He told me he was going to strip open the gearbox and take pictures and send through to the warranty, and that the whole job ideally would take 2 days, but because he did not want to do “a rush job but definitely by Friday the car would be ready.” The following week I didn’t get a call to update me on the progress, And since I had not gotten a call to be updated, I called in on Wednesday to follow up with the progress, and Francois mentioned that they were struggling to get the gearbox open, Which concerns me, meaning since Monday to Wednesday they were struggling to get it open. He then mentioned that once they open it everything would go smoothly. The agreed to date of Friday the 27th passed without getting a call, then on Saturday the 28th I called in again to ask if the car was ready and for me to come collect my car. And Francois came up with what sounded like excuses to me stating that he was struggling the whole morning getting parts and they’re unavailable. (Which to me made me wonder why he was only trying to get parts now, as they had my car from Monday, and also a total of 2 weeks) at which I told him that I wasn’t happy with the level of service. And his tone changed and told me I was not the only customer there. And that he had other cars that were “exotic “ that he needed to work on. He then said if I wasn’t happy he would put back the gearbox, of which I told him to do so, as I have not had my car for 2 weeks and I was renting out and paying more on the side so that I have transportation to move around for those 2 weeks, and that I had budgeted that I would have my car back on Friday the 27th. He told me in a demeaning tone that he would put back the gearbox and he would charge me for labor for the work done on removing the gearbox, which I disagreed with him and told him that it’s not fair and doesn’t make sense that I pay for something which was not done/complete. And it’s sad to know that all this is coming from a manager too.

So in conclusion, I’m not happy with the poor service I got this time round, lack of feedback and following up with the client, we have had a good relationship before. Taking longer than expected and not informing the client. (If the company had provided a courtesy vehicle, that would’ve been better, but now I incurred additional costs hiring out a car for my day to day for 2 weeks, and I still don’t have my car) And also being threatened with paying for an incomplete job for the clutch, as the warranty had paid already for the wheel bearings.

Regards, Felix Jena