COMPLAIN ON PROLONGED DELAY AND POOR SERVICE

Dear Sir/Madam,

I am writing to lodge a formal complaint against Dzunde Auto Service regarding the unacceptable handling and extended delay in the repair of my vehicle which has now been in their possession for 23 days with little to no meaningful progress or communication.

I initially took my vehicle to their workshop on Monday, 24 March 2025, at which point I was informed - via text from a staff member, Nzumbu - that the vehicle could not be attended to the same day due to a busy workshop.

I agreed for it to remain overnight, trusting that it would be prioritised the following day. However, the vehicle remained untouched for three days, and no updates were provided until I initiated follow-up contact myself.

After taking the car back, I was advised to return it on Tuesday, 01 April, when they were confident, they could begin the work. I did so and was issued a revised quotation, which I accepted.

A deposit of R9,000 was paid on 02 April 2025.

What followed has been an exhausting and unacceptable experience:

I received no proactive updates; I had to initiate every single follow-up. It took two full weeks to learn that required parts had not been delivered - a fact only disclosed after my repeated inquiries. On escalating the matter with a 3rd party, I was eventually told on Tuesday, 15 April that the parts had arrived. On Wednesday, 16 April, a mechanic finally informed me that work had commenced. Despite this, I received no further updates. Tuesday, 22 April came and went without communication. The same occurred on Wednesday. By Thursday (24 April), I once again had to initiate contact myself, only to be met with an indifferent response that lacked accountability or apology.

This pattern of negligence, poor communication, and lack of professional courtesy is unacceptable.

The attitude of the staff gives the impression that they are doing me a favour, rather than providing a paid service.

The level of disregard and absence of client care raises serious concerns about the quality and management of services at Dzunde Auto Service.

I request that this matter be investigated, and that they be held accountable for the distress, inconvenience, and lack of professionalism I have endured in the past 23 days.

I would appreciate a written response on the action that will be taken to ensure no other client is subjected to this kind of treatment.