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I am a loyal customer of the CMH brand having bought my latest vehicle from Honda Pinetown almost 3 years ago. I have had no problems with booking services or even just calling for car related advice however I was absolutely disappointed this morning when I took my vehicle in to the service department.

On the 23 March 2020 I booked my vehicle in for the 90000km service which was to be done as usual at CMH Pinetown. I was informed on that day that the fuel filter needed to be replaced but they didn’t have stock available and that would need to be ordered. The approximate waiting time was 14 days. The nationwide lockdown began shortly thereafter and obviously there was a delay in the part arriving. Until now I contacted them once in May and was informed by Tyrell ,the service manager, that the part has not arrived and that he would contact me as soon as it arrives. Last week I got a call from Tyrell stating that the part has been delivered. Today I went in to have the fuel filter replaced as per prior arrangement. I was met by Tyrell in the service department. He did the mandatory screening which was all within normal range. He asked if I had contact with any COVID positive people and I explained that I am a healthcare worker who sometimes nurses positive patients. He asked me to wait for a few minutes. When he returned, he came with his Dealer Principle and I was informed that for safety purposes they will not be able to fix my car. I was informed that I would be able to send someone else, like my husband, and then they would do it. When I questioned the logic in that statement as my husband lives with me and will come with the car that I drive everyday, they then changed their minds stating that they will not be able to take my car in at all as per government legislation. I requested them to email me the legislation and the Honda policy and protocol as proof that I am not being discriminated against, I still have not received it. The Dealer principle explained that dealerships have closed down because of the pandemic. He also said I will only be allowed to come in after having self isolated for 14 days and with a COVID negative test result. I asked what happens to my car in the interim, I was told that they are following government legislation and that they cannot help me. I stated that “I should have ****” and (anonymous) mumbled “That’s an option”. This was said after the DP left. I offered to drive my car into the work bay and sit outside away from everyone else or stay in the car as they would not have to enter the car to fix the fuel filter and they still refused. Unfortunately I was turned away without the part being replaced.

When I got home I called CMH Umhlanga and spoke to Alvin in service bookings explaining that I needed to have some work done on my vehicle and that I am a healthcare worker and I do nurse COVID positive patients. His reply was very polite and amazing. He stated that it would not be a problem as they do screening at the door and take the necessary precautions. I then called another dealership of another brand and was told that I could book my vehicle in gladly. As long as the screening is normal, I could get my vehicle sorted as they take the necessary precautions.

My question is how is it that only one dealership doesn’t allow healthcare workers whilst others are happy to allow us in there?

The fuel filter needed to be replaced in March. It is now 3 months later and it still hasn’t been replaced. Should there be a problem with my vehicle in the future who takes responsibility for and damages?

If I was a customer looking to buy a new car would I have been treated the same way?

In the time of a pandemic where healthcare workers are being given special privileges to show appreciation for their essential services, even in the motor industry, it saddens me when I think about how I was treated.