Eastvaal Motors Witbank - You do not care about your customers

Below is the mail sent by my husband to Eastvaal Motors. Such pathetic service we received, I cannot comprehend. We really feel disrespected by the this treatment we endured.

Good day

I must say I have never had such a headache when it comes to dealing with an institution and services (not)rendered.

Excuse the very long email.

Fact 1. Eastvaal motors received the vehicle on the 28th March nothing happened to the car until a call was made to MSure on the 1st April and a teleconference was set up.

Fact 2: Nothing happened between Eastvaal motors and MSure in terms alerting them of their client (us) and the process going forward with the car.

Fact 3: I took it upon myself (a potential client to your business) to constantly reach out to you and have a bit of an idea regarding the "progress". This after promises of feedback were made but not happening.

In between these calls and empty promises were statements that mentioned that the car is being stripped or the report is not submitted or or or.

Fact 4: An email of concern or complaint was sent out to the Service Manager saying that, please be professional about the matter and assist to turn the tide.

Fact 5: The Saturday (09/04/2022) subsequent to the email sent, Mr. Phillip called twice and different times to ascertain that he will take it upon himself to find out what the delay was. Due to insufficient information it was only going to possible on Monday the 11th.

Fact 6: Monday the 11th, Mr Phillip "was at" Hyundai SA and could not provide the information as promised.

Fact 7: During the week of the 11th to 15th April, Eastvaal Motors was busy with the preliminary report / qoute. Yet no communication with MSure on the latest developments except for me to continue to pester Eastvaal motors.

Fact 8: I called Eastvaal Motors on the 22nd April 2022 and got a shock that the qoute was in the region of R ‪257 000.00‬, the Service Advisor heard my shock when I reiterated that it cannot be possible to have such a high quote more than the market value of the car. I insisted that we meet on the day.

We met, my wife, the service manager, advisor and myself trying to find each in terms of reducing the quote or identify my the costs was so high.

Mr Phillip, identified an error and agreed to a revision and in the same breath the service advisor will liase with MSure to find each other. The latter never happened, I will elaborate later why I say so.

A revision was made and I am of the view that we are almost at the same page of how these events (some) have unfolded.

Fact 9: Eastvaal Motors, never had our interests at heart when you took on this client and saw an opportunity to make mere money which is in fact against the motor industry code of conduct.

Eastvaal motors, waited for the client to confirm with MSure whether or not a claim was submitted. It was not and what happened was that the service advisor was only concerned about the fees for the strip and qoute as is currently happening with the Service manager.

Eastvaal Motors continued not to engage with MSure and this a true because what they are saying is that they have never been in contact with Eastvaal motors for them to do their own assessments on the costing and causes thereto in order for them to confirm if together with us agree on the terms and conditions of the work to be done, including liability. The only thing that is on their desk is a submitted claim that is pending as recent as the 29th April. This goes to show that it is money first for Eastvaal motors, service is elusive like a mirage.

On the 11th of April as Mr Phillips was at Hyundai SA, the report from the engineering shop was furnished, meaning that it was a delay tactic and that the two day evaluation done by the engineering shop happened either the very morning or preceeding days (I understand that the cylinderhead nor myself are not the only customers at the engineering shop BUT remember when was the car brought in). This is the very week when the block was checked.

We will never truly know why the Service Manager and the Service Advisor mislead us or gave falsehood in the name of service, maybe they have targets to meet which results in commissions we do not know.

Please note that the MSure technicians are still waiting for Eastvaal motors to talk with them about this case and determine whether the qoute is viable or not.

This means that, I cannot make a decision (even though in the background to a telephone conversation I had with Mr. Phillip which as a result of the service advisor mentioning the amount of R 18 000). Because no report was submitted to MSure, no communication was made with MSure, all I know is that they are of the view that nothing has been happening or happened. The position is Zero.

For Mr Phillip to seek the strip and qoute payment from us or MSure defeats the purpose; I will urge you talk with them, hear them out, find each and release the vehicle for us to find another service provider. Even though we will not be guaranteed to the safe keeping of all parts stripped let alone sabotage.

To the Principal Dealer, I do not know where to lay a complaint but we will continue to seek avenues where we can air these unwarranted developments based on the manner in which we were treated. If targets or commissions are the variables that make both gentlemen to act in such a way to customers, I humbly urge that you revise such. It cannot be profit over service at all cost.

Kind regards

Lebo ‪