Poor service and Over charging

Good day,

Trust all is well, i would like to lay complaint against Paul Maher Ford Beyers Naude.

My car (Ford Figo 2013, CK87WBGP) has been overheating, my husband had taken the car in to them on the 17th January 2019 to diagnose the problem as we couldn't use the car. We have been dealing with Service Consultant Samantha, she had advised that the water bottle of the car had a crack in and that should be all. Later on she advised that there was not enough pressure flowing through and they needed to do more investigations. She later advised that the cost for Stripping of the car is R6000 which we do not have as I need to pay Doctors for my operation. We had asked what the cost included and also followed up with our extended warranty if they would pay, they advised that they will only 900 for diagnoses but not the R6000. Samantha could not advise what the costs were for just that it was for stripping of the car/engine - which I think is ridiculous and a *******.

We have been going back and forth with them to get this sorted as I had gone for an operation and needed a vehicle to go to my Doctor check ups, they also could not provide us with a courtesy vehicle even though we mentioned we needed the car. Samantha had mentioned that our car is high priority yet we still don't have any answers or our car back and she does not provide us with any feedback even after being asked numerous time to please keep us posted.

She keeps pushing the blame to the warranty claims consultant saying "she is waiting for their response after she emailed them" yet no follow up calls are being made to them and we are left to do this. I once again need to get to my Doctor on friday and once again won't have a car as they have been dragging their feet with fixing our car and refuse to help with a courtesy car. I also don't see why we should be paying R6000 for the horrible service we have been getting. I do feel we have not been treated with respect even though we have been giving it and that we are overcharged for this.

Your intervention would be greatly appreciated.