Unsatisfactory customer service

Issue Description On 16/3/2024 took my vehicle for 40000 km service( in which my vehicle had 35000km and was due for service as there was misunderstanding by CMH service department regarding service interval in which first service was done at 15000km and not 20000km ), reported that i would like to change front brake as i was informed they had 20% life from ( SuperQuick fitments when i was balancing my tyres) I was asked to wait for Monday as CMH was going to submit my brake purchase via my Stannic Fleet card, purchase approved 19/3/2024, then i was informed to await for stock from abroad. Waited till 05/04/2024 ( 37841km), brake pads fitted used brakes pads not given to the customer as other dealerships would do, there was some notable sound during braking which was on and off as you would experience with new brake pads. In August experienced a noticeable front brake pad/disc shudder. In which on 31/8/2024 my vehicle was booked at CMH Umhlanga Dealership for 55000km service which was done and scheduled an inspection for brake and was to come back 7/9/2024 to assessing the vehicle brakes, I was told claim was submitted and on 24/9/2024 received a call from the Service consultant telling me the claim Was declined citing that a wrong part was claimed for as it was Disc to be replaced and not brake pads. [reason provided by dealership

FOLLOW UP

contacted CMH head office spoke to Rose who promised to escalate to CMH umhlanga dealer principal and i should expect feedback after a week, 2 weeks later contacted Umhlanga dealer service consultant to follow up and was told no actionable transcription except for email mentioning my dissatisfaction. Contacted CMH head office and was told Rose was not available and they transferred me back to CMH umhlanga to speak to dealer principal and was told by reception that he was not available and workshop manager not available till next week. Contacted Stellantis spoke to Nhlanhla stated my complain and she promised feedback by end of business. A week later on 17 Oct phoned Nhlanhla for follow up and she told me dealership informed her that i refused a quote for brake pads in March ( when my vehicle went for service, in which it is strange as brake pads were fully paid for in March by Stannic fleet and waited until April for them to be fitted).

Concerns 1.⁠ ⁠The vehicle is still under warranty, and I believe the issue is a workmanship fault during brake pad replacement 2.⁠ ⁠The dealership's feedback/decision was not adequately explained. 3.⁠ ⁠Lack of transparency in the claim process as i kept phoning for update.

Conclusion:

An email similar to the above was sent on 22 October - to Principal dealer ( CMH Umhlanga), CMH Head office customer care and Stellantis complaints department of which none of the above responded.