********** Experience and poor service

On 9 February I had a breakdown on my 12yr old Ford Double Cab and had my car towed to Car Service City Gardens. I chose them as I was looking for a reliable and trustworthy repair centre, I definitely made the wrong choice.

I was informed my CAM belt had broken and needed to be replaced, and only after replacing was it possible to see if there was further damage. I authorized the replacement at R15 0000 and it was repaired and then I was informed the car still would not start. I then was advised to get a Strip Quote to assess Damage so i would know exactly what was needed, first I was sent the incorrect quote, and then the correct quote on 13 Feb which I signed and returned. I was clear I did not want to spend more than the car was worth. I am a commission earner only and need a car for my work So again I was clear that timeframe was important to me and whether i could give acceptance of the quote.

After the strip, i was then informed I would need an engine replacement or overhaul, which we had several quotes for I was told 6-8 weeks maximum. I made arrangements for a car for that period and I accepted the quote for an overhaul and paid the initial part of the deposit as requested of R17 000,00. I did inform the service Centre that I was waiting for money from overseas to clear for balance of deposit (R12 000). I asked if they would they be ok to proceed? They said “no problem” . I also informed them again that timeframe was important.

Then on 11th of April, as they were reinstalling the overhauled engine, I was informed I would need a new clutch at an additional R25 000, why this was not picked up during the strip quote or engine removal I am not sure? This took the repairs to an amount that made repair cost exceptionally high and bordering on unjustified. I could buy another vehicle, be able to work for the price. But now committed I asked them to proceed and we agreed I would pay on completion. I was out of the country so confirmed via email (which they accepted.)

Then early May (weeks after I was expecting the work to be completed), I was informed there was an issue with the injectors and repeatedly told "give me to the end of the week" then 7 weeks go by with loads of vague and unacceptable excuses blaming other parties. I still do not have a car. When asked for further payment or R13 000 to be paid 12 June it was on the understanding and agreement the car would take 3-4 days to be ready from payment. Nobody phoned me, I had to email and phone for updates and was told the injectors were still being looked at, weeks and weeks later and asked to wait till the end of the week again….

I have been told by several mechanics that for my car model and engine 2-3 days would be enough for injectors to be repaired. 8 weeks is unacceptable and I have been without a car for 4 and a half months due to poor service!!!!!!! I have also been paying instalments and full comprehensive insurance for 4 months with no vehicle.

21 June Renaldo the manager contacted me - only after all my complaints to head office and threats to physically remove the car and take elsewhere, saying it will be 4 working days or "Sometime next week" (which I have heard countless times) when my car will be ready, again non committal and vague and with an attitude I must be happy with that answer.

Then big Surprise when I enquire on the 26th of June when I can collect my car, I am told to be patient, it should be ready in 4-5 days time…..

When I complain to Car Service City head Office I get emails telling me, “we have been in contact with the branch, your car should be ready in 4-5 days.” No apologies… no explanation no real follow up. 8-9 weeks for repair of 4 injectors….. No mechanic in the country would tell you that is normal or acceptable especially since they already had the car for 2 and a half months before that. On 12 June they said they would not charge me for the injector repairs but that is nothing compared to my bill and not having a car for almost 5 months, and still waiting for them to do the work a further 2 weeks after that promise and the expected time frame is still 4-5 days...

Something is very wrong and fishy about this entire business. I have lost 10's of thousands of Rands due to not being able to work effectively and started a new job (of which transport is a requirement) on the commitment back in April that my car was a few days away from being done. I have been at my new job for 3 weeks and it is under threat as I cannot fulfil my responsibilities, and worse I cannot earn an income without a vehicle.

My experience with the Car Service Centre Gardens has been of a company that is *********, dishonest and *************. I am at the point where I am even questioning the validity of the so-called repairs done on my car and what really is happening in that garage. How can I trust anything I have been told ? So no car for over 4 and a half months and over a R80 0000 bill crippling me and setting me back to Covid levels, I am not concerned if my online reviews and complaints negatively affect their business as you had no care about mine.

A very disillusioned and unhappy customer.