Ford South Coast - Service Rating!!!

Rating a 1, or would rate them at all.

1. My vehicle is a Ford Everest 2018 with 82000 kilometres. 2. On my way to Durban from Joburg my gear box gave me problems, and we broke down. 3. We called ford assist and Ford told us that we are out of motor plan which is impossible. They wouldn’t assist us with towing the car to the dealership, it had to be all under my cost which the car is still under motor plan. 4. Between the 1st and 3rd of October with further investigation Ford South Coast told us that the torque converter had to be replaced. It was then replaced. Further underlined issues with the gearbox. 5. 5 weeks later my vehicle is ready and Ford South Coast called us to tell us that someone would deliver my car but wanted us to sign a letter to give them authorisation and place all liability on me. 6. We called Ford South Africa, they couldn’t assist us further. 7. We have a loan car from them, a Ford Ecosport.

Question: Is it possible to fly to Durban to collect my car and leave the Eco sport here in Joburg for them to collect.

Question: Can they refuse the release of my vehicle without me taking their vehicle back as I don’t want to incur double travel costs.