BASIL GREEN FORD TERRIBLE SERVICE

My vehicle has been in for repairs at Basil Green Ford in Edenvale for some gearbox repairs since 28 May 2018. I originally contacted them regarding a gearbox noise on 21 May 2018. the next available date that they could look at my car was 28 May and that is when i took the car in. I was told that they had to first assess the problem and request authorisation before going ahead with the repair (because it is a warranty claim). I did not hear from Ford the whole day- I contacted them Monday afternoon and I was informed that they were not able to find the problem as yet. In the afternoon of Tuesday 29 May, having still not heard from Ford, I contacted them again. I was given the same answer as the day before. On Wednesday, 30 May 2018, I contacted Ford again. Ford had not contacted once yet. On Wednesday afternoon I drove to Ford and demanded a courtesy car and was duly given one. I was also advised that they had found the problem and had submitted a claim to order the parts. The services manager (Jan Storbeck) stated that I would also receive a rental vehicle in the next few days. Jan also advised that my car was a priority and he himself would attend to the repair when the parts arrived. I did not hear from Ford few the next few days, until 5 June where I was told that I would be contacted by a rental company to arrange delivery of a car. Ford's only concern was that I should arrange delivery at their offices so that they could take back their courtesy car. I duly did so and collected my rental car. Again, I did not hear from Ford over the next few weeks unless I called them for an update. On Thursday, 14 June I contacted my service advisor (Jean Loots) and asked for an update. He advised me that they had not received the parts to carry out the repairs yet. He reassured me that it will repaired as soon as the parts arrived. Having not heard any feedback for a few days, I went to Ford on Monday, 18 June and asked the claims clerk if the parts had arrived. To my disgust, I was advised that the parts had in fact arrived on 15 June. What was even more disgusting, was that Ford had not started the repair on my vehicle, in fact, it wasnt even booked in for the repairs on the Tuesday, 19 June. I requested that my vehicle be repaired the next day and left. On Tuesday, 19 June, I paid Ford a surprise visit and GUESS WHAT???? MY CAR WAS STILL NOT IN THE WORKSHOP OR EVEN SCHEDULED FOR A REPAIR!!! Despite the fact that the parts were there since 14 June. To make matters worse, I had still not been contacted by Ford with an update, not once. The only phone call i received from Ford was to ask me to arrange for the rental company to deliver the rental vehicle at Ford, so that they could take back their courtesy car. Now furious, I demanded to speak with the dealer principal. He was not available and I was directed to the Financial manager, Peter. I explained that i was disgusted with the service that I received (or didnt receive), explaining further that I had not been given a single update. Peter looked into the matter and confirmed that the [arts had in fact arrived on 14 June and that the vehicle had not yet been booked for repair. He assured me that that it would be booked into the workshop the next day and that I would be kept abreast of the repair status. On Wednesday, 20 June i was contacted by the rental company. They informed that they received an email from Ford saying that my vehicle had been repaired and that they were told to collect their vehicle from me. I had no idea about this arrangement because I HAD STILL NOT BEEN CONTACTED BY FORD WITH AN UPDATE! I duly phoned my service advisor and Jean confirmed that my vehicle would be repaired today. He then said that I should ask the rental company to collect their vehicle from me at 17h00 because the repair might not be completed before that. I am absolutely disgusted for a number of reasons, namely; 1. Ford has failed to contact me and provide me with updates, despite that my vehicle has been there for close to a month. I only received updates when i called or when the rental company called me. What am I going to Ford for; 2. I was never informed when my parts arrived; 3. My vehicle was only booked for repair after I complained that the parts had been there since the 14th; 4. If I hadn't made a surprise visit and checked the status of my parts, when would my vehicle have been repaired?; 5. Even after expressing my dissatisfaction with the service lack of feedback, I was informed by the rental company that my vehicle will be ready today. It was up to me to phone Ford again to confirm that this is true; and 6. It took Ford a week to carry out my repairs after receiving my parts.

To say that Ford's service has been lack-luster is an understatement. Their service has been atrocious. In light of all of the above, I find myself wondering whether i can even trust their technical ability to carry out the repair effectively.

Ford has definitely lost a customer in me. As soon as I get this car back, Im taking it to VW for trade in.

Pathetic!