Putrid service

My hubby was involved in a hijacking incident which left my Polo Vivo damaged and in need of repair.

My insurance company – Discovery Insure recommended Dals Libertas Parow to fulfil the repairs on the car. The assessments were completed and I dropped the car off at their in Parow premises on the 16 August 2017.

Megan, the receptionist advised that she will send regular sms’s notifying me of the progress on the vehicle. To date- only 2 sms’s were received.

The car need to be sprayed on the passenger side and the passenger side mirror needed replacement. The mechanics in the window of the passenger side also needed attention due to the knock that the mirror took.

On Friday the 25 August, my hubby was called to collect the car as the work was complete. Upon collection,

· The passenger door knob was missing – as there was just a ***** protruding with no cover on it. This was there before-it was not upon collection. · The rubbers on the door panel was not lined up · The was a gap between the mirror and the window So the car goes back to Dals.

Now that in itself is a problem – how can a company sign off a car as “complete” when there are parts missing?? Needless to say, I was most irritated. Keep in mind that during this time, I have to use a rental car which costs me extra money with every day that passes.

Then on the Monday 28 August-another call from Dals is received to say that the “car is done” but they don’t have the knob as yet. First they said that they would have to ordert he part, and that take 3 weeks, then afterwe called Discovery to withhold payment, is when Dals went to buy a knob at McCARTHY- Why would you call the customer to collect a car when it is not in the shape it needs to be???

Another day passes and on Tuesday 29 August Dals calls again to collect the car. As hubby drives the car away from Dals, he discovers that the passenger door does not lock-as in the knob does not go down. He makes a u turn and goes straight back to Dals where again more time is wasted and the door panel has to come off for the umpteenth time. They manage to manoeuvre the knob to where the car doors locks on its own. Everything seems to be fine and the car goes home.

I get home with the rental and need to drop the rental off later that evening, to my horror, the passenger headlamp of my Polo Vivo does not go on! When I try and action the brights, the bright indicator on the dashboard (that little blue icon) does not go on at all!!!! *** – this is what I call poor quality and workmanship at its best.

So this morning, 30 August, the car goes back to Dals, and Johan the manager has the audacity to tell my hubby that it was fine last night as he checked it himself-insinuating that we must have “broken” it.

I call Dals up and voice my multip**** frustration to the poor quality and workmanship, and then Johan has the nerve to tell me that they never worked on the dashboard and that I have to contact VW to rectify it! They replaced the headlamp bracket, which means that work was done under the bonnet, the headlamp is obviously connected to the computer box. Surely the manager of such an establishment would have the knowledge of how a car actually operates – but not Johan.

Johan tried to tell me on the phone that the car is quality checked before it is released which I can only imagine means:

a) The quality assessors are not qualified and don’t actually know what to look for or b) Its just a “line” that people in this profession use to try to satisfy customers

I am extremely dissapointed, frustrated and irritated at the blatant disregard of quality service and customer experience – I will not recommend Dals Libertas to anyone.