Urgent Complaint Regarding Warranty and Service Plan Dispute

Dear Ford South Africa Customer Service Team,

I hope this message finds you well. I am writing to formally raise a complaint regarding the handling of my vehicle’s warranty and service plan by Basil Green Ford in Greenstone, Edenvale.

In September 2021, I purchased my vehicle, and during the sales process, Aviwe (the salesperson) explicitly assured me that the performance upgrades included with the vehicle would not affect my service or maintenance plan. She also advised me that I could extend the maintenance and service plan to six years provided I serviced the vehicle at the Basil Green dealership in Greenstone, Edenvale.

Recently, my vehicle has required a new camshaft center, and to my surprise, Basil Green Ford has refused to cover this under the warranty or service plan, citing the performance upgrades as the reason. This is in direct contradiction to the assurances given to me at the time of purchase.

This situation is both frustrating and disappointing, as I made this purchase and entrusted the care of my vehicle to Basil Green Ford based on the assurances provided. The refusal to honor the warranty and service plan is causing unnecessary financial and emotional stress.

I kindly request Ford South Africa to urgently intervene in this matter to ensure the following:

Clarification and acknowledgment of the commitments made during the sale of my vehicle. Resolution of the current issue, including covering the cost of the camshaft center replacement under the warranty or service plan. Assurance that my extended maintenance and service plan remains valid, as per the original agreement.

Thank you for your immediate attention to this issue. I trust that Ford South Africa values its customers and will resolve this matter swiftly.

Kind regards,