Formal Complaint Regarding Service, Inconsistent Vehicle Inspection Results, and Discriminatory Treatment

Good day,

I am writing to lodge a formal complaint regarding the unacceptable service and treatment I experienced at your Montague Gardens and N1 City branches.

As one of many South Africans affected by unemployment, I recently registered to become a Takealot parcel and food delivery driver. As part of the onboarding process, I was required to obtain a DEKRA vehicle inspection certificate.

My first visit was to your Montague Gardens branch. I arrived at approximately 09:00 and waited the entire day. During that time, I observed several customers who arrived after me being assisted ahead of me. I noticed that many of these customers were foreign nationals. When I questioned why I was continually being overlooked, at around 14:00, one of the employees responded dismissively, telling me that I was free to leave if I wanted because they were going to lunch. I found both the tone and the manner in which I was addressed to be unprofessional and disrespectful.

Despite this, I remained and continued waiting until I was eventually assisted. Following the inspection, I was informed that my vehicle had failed solely because the rear tyres needed to be replaced.

I immediately purchased two new rear tyres and also had the wheel alignment done. I then returned to the Montague Gardens branch for a retest at approximately 10:00. I was informed that I could not be assisted because they were too busy, despite there only being a few vehicles at the branch.

I then visited your N1 City branch, where I unfortunately experienced similar treatment. I observed other customers being assisted promptly, while I, as a Black female, was told to leave and return after 14:00 because the inspector would allegedly be available then. I returned at the requested time, only to be told that additional customers had arrived and that I should come back another day.

As someone who is currently unemployed, every unnecessary trip places additional financial strain on me. The cost of fuel alone has become a significant burden, especially when I am simply trying to complete a mandatory inspection in order to secure employment.

Eventually, at around 16:00, an inspector conducted the retest. After handing me the report, I asked him to explain the findings. He informed me that he could not do so because he does not normally perform these inspections. I therefore submitted the report to Takealot without receiving any explanation.

It was only afterwards that I discovered the vehicle had again failed, this time because of scratches on the bodywork. This was surprising because, during my initial inspection, the vehicle's body condition had been recorded as fair, and I was specifically informed that the only issue preventing the vehicle from passing was the rear tyres. The second report differs significantly from the first, despite the inspections being conducted only a few weeks apart.

I have attached copies of both inspection reports, together with unedited photographs of my vehicle, to illustrate these inconsistencies.

I respectfully request that DEKRA conduct a thorough investigation into:

The inconsistent inspection findings between the two reports. The poor customer service and dismissive attitude displayed by staff members. Whether proper inspection procedures were followed. My concerns regarding the differential treatment I experienced compared with other customers. I believe every customer deserves to be treated fairly, professionally, and with dignity, regardless of their race, gender, or background. The experiences I have described have caused unnecessary financial hardship, delayed my ability to begin working, and left me feeling deeply disappointed by the service I received.

I request that this matter be escalated to the appropriate manager and that I receive a written response outlining the outcome of the investigation. Should DEKRA be unable to resolve this matter satisfactorily, I would appreciate being provided with the appropriate contact details for the next level of escalation.

I look forward to your prompt response.

Yours faithfully,