Shocking customer service

Below is my experience with DNA Auto to which I am yet to receive a response. This was sent on the 16th of May 2024....

"To whom it may concern,

I am writing this to formally lodge a complaint for the horrific experience I had with DNA Auto. Below is how this went…….

On Tuesday 7 May I was driving home from work when I turned in to Umhlanga Rocks Drive the bakkie made a grinding noise and no power was being transferred to the rear driving wheels. I managed to free wheel on to the pavement and called for a tow. Due to my and my companies long history with DNA Auto I did not hesitate to instruct the towing company to take the bakkie to your workshop in Briardene. I called reception and let them to know to expect the vehicle. At this point everything was good and the staff were helpful and accommodating as usual. The next morning I received a call to authorise the removal of the differential stating 8 hours labour which equated to over R6000???? I declined the quotation stating that 8 hours labour to take out a diff was daylight *******. I was then offered a revised labour charge of R3900 which I agreed to. Later the same day I received a quotation for R27 437.85 Quote number 283640 stating Diff recondition, remove and refit Diff and diff oil. This was a ridiculous charge to recon a diff so I declined and asked that either a second hand diff or an exchange unit be sourced. I was told that there were none available from any of the DNA affiliates. At this point I made a call to GDE where I was told to bring the bakkie in, they would remove the diff, recondition it and refit the diff with their quotation coming in at R9500 with a turnaround time of 5 to 6 hours and I could collect the vehicle. Based on this I called DNA and requested that the diff be made available for me to collect. The diff when we collected it was totally stripped with the bearing removed with a hammer and all bearing cases were damaged beyond repair. The pinion shim and nut were also not there. Paolo our technician on collection was told that the sides hafts were not required for the rebuild and not supp**** with the diff. GDE requested the side shafts as the bearings and seal replacement was part of the recon. I went to DNA and collected the side shafts and took them through to GDE. While there I was shown how the bearings we smashed to pieces and the damage to the bearing shells through improper removal. I was also shown the pinion flange that had been smashed and the only way that could happen was if the diff was dropped??? The pinion flange had to be machined down and re-sleeved (Photo sent to DNA) On receipt of the side shafts the technician showed me that the left side shaft spline was totally stripped and was the point of failure and not the diff. They had to replace the side shaft due to the damage @ a cost of R4500. Due to the fact that there was nothing wrong with the diff they dropped the price of the Recon to offset the cost of the new side shaft. When I called DNA to inform them that it was the side shaft that failed, I was told that yes they knew about the side shaft and that it was included in the quote. When I asked why they decided to recon the diff I was told that it showed signs of wear?????

Why was the diff stripped and all the bearing destroyed before the quote was authorised??? This damage was malicious and should not be for my account. There was nothing wrong with the pinion shaft when the Vehicle arrived at DNA. If it was damaged there would have been oil leaking and there was none??? DNA took the side shafts out, why was the damage to the spline reported and identified as the point of failure.

This entire event is totally unacceptable with DNA having the audacity in still charging me R4805.28 on top of what their actions resulted in, an additional R13800. We spent a total of R18605.28 cents on a job that should have cost a total of R4500 including parts and labour were it not for the *********** manner that this breakdown was handled.

An urgent response is required from DNA Auto before this case is escalated any further."