Failure to pay for a vehicle service.

Hatfield VW manager Lebo Thupana refused to pay for my car service. I purchased my VW polo vivo 5 door 2018 model from VW Melrose in August 2018. When it was due for its first service in December 2019, the service provider VW Thompson Louis Trichardt told me that my vehicle was not in the VW system for service plan. Due to desperation after contacting VW Melrose which I found out that it was sold to VW Hatfield Melrose, I finally paid for the service. I encountered the same challenge on my second service in December 2020. Marina is the former VW Melrose employee whom I contacted and told me that the company has been sold to VW Hatfield. I have contacted the Hatfield F and I manager (Finance manager) Lebo Thupana on several occasions but she has ignored me until now. Below are the communications:

"Good afternoon Lebo"

Please find the conversatins with Marina in failed attempts to get assistance.

From: Ramanala, Fhatuwani Sent: Monday, February 3, 2020 11:11 AM To: *** Cc: Ali Ramanala <***>; Kutloano Stobber <***> Subject: RE: Check for vehicle service plan

Good day Marina

Could you please help.

Kind regards

Ramanala FA

From: Ramanala, Fhatuwani Sent: Monday, 13 January 2020 12:19 PM To: *** Cc: Ali Ramanala <***>; Kutloano Stobber <***> Subject: Check for vehicle service plan

Good morning Marina

May you please assist with regards to my vehicle service plan. On the 13th of December 2019 I took my vehicle for its first service, unfortunately I was told that my car does not appear on the VW system. I bought the vehicle from VW Melrose, attached is my contract.

I hope you will find it in good order

Ramanala Fhatuwani Albert

Good morning

Your feedback to the below issue will be highly appreciated.

Thank you

Fhatuwani

From: Ramanala, Fhatuwani Sent: Wednesday, December 23, 2020 2:11 PM To: *** Cc: *** Subject: Car Service Reimbur*****t

Good day Lebo

Following our recent telephonic conversation this morning (11h37) where I was making some follow-ups regarding the last Friday (18/12/2020) incident as well as the 13th December similar incident at VW Thompson Motors whereby is was disturbed to learn that my vehicle does not appear on the VW maintenance plan system/ database. Frustrated since I had not budgeted for it and without any immediate option, I ended up paying with my own cash.

In both cases, I phoned the sales person who helped me to purchase the car from Melrose with little help since he was on leave and had already left the company which he told me that it was no longer in existence but purchased by another one. He managed to give me Marina’s (also worked for VW Melrose – also see attached communications) contacts to seek for assistance which I never got until now.

On the latest incident, I again called the same sales person who then gave me Lebo Thupana’s work contact details. The Service Advisor at Thompson Motors, Prince Nebonde (refer to the communications) discussed with you on my behalf with regards to the maintenance plan.

Based on your advise today that Thompson Motors should claim from you since the plan was activated this morning, I called Thompson Motors who told me that it is not their responsibility since I do not owe them.

It is without any doubt that you must reimburse me, and it is your responsibility to ensure that the process takes place, and where you need clarity, you will contact me. I believe you/ whoever responsible will act accordingly. I further believe that Hatfield is a company of integrity with good values and principles with accountable employees who always strive to keep their customers satisfied at all times thereby maintaining and improving its reputation. I hope that ethical behavior is of paramount, and as a result, this issue will be resolved timeously without any escalations or ultimately resorts to legal actions.

I hope that you will find this in good order, your feedback/ continuous update will satisfy me.

Regards Ramanala Fhatuwani Albert

Work tel : *** Cell : ***

Good morning

Could you please attend to my emails, I have given you enough time to respond but you are ignoring me. I will have to escalate this issue if I do not get satisfaction from you 7 days from now.

Regards

Ramanala FA

From: Ramanala, Fhatuwani Sent: Thursday, December 31, 2020 1:51 PM To: Ali Ramanala <***> Subject: FW: Car Service Reimbur*****t

From: Ramanala, Fhatuwani Sent: Wednesday, December 23, 2020 2:11 PM To: *** Cc: *** Subject: Car Service Reimbur*****t

Good day Lebo

Following our recent telephonic conversation this morning (11h37) where I was making some follow-ups regarding the last Friday (18/12/2020) incident as well as the 13th December similar incident at VW Thompson Motors whereby is was disturbed to learn that my vehicle does not appear on the VW maintenance plan system/ database. Frustrated since I had not budgeted for it and without any immediate option, I ended up paying with my own cash.

In both cases, I phoned the sales person who helped me to purchase the car from Melrose with little help since he was on leave and had already left the company which he told me that it was no longer in existence but purchased by another one. He managed to give me Marina’s (also worked for VW Melrose – also see attached communications) contacts to seek for assistance which I never got until now.

On the latest incident, I again called the same sales person who then gave me Lebo Thupana’s work contact details. The Service Advisor at Thompson Motors, Prince Nebonde (refer to the communications) discussed with you on my behalf with regards to the maintenance plan.

Based on your advise today that Thompson Motors should claim from you since the plan was activated this morning, I called Thompson Motors who told me that it is not their responsibility since I do not owe them.

It is without any doubt that you must reimburse me, and it is your responsibility to ensure that the process takes place, and where you need clarity, you will contact me. I believe you/ whoever responsible will act accordingly. I further believe that Hatfield is a company of integrity with good values and principles with accountable employees who always strive to keep their customers satisfied at all times thereby maintaining and improving its reputation. I hope that ethical behavior is of paramount, and as a result, this issue will be resolved timeously without any escalations or ultimately resorts to legal actions.

I hope that you will find this in good order, your feedback/ continuous update will satisfy me.

Regards Ramanala Fhatuwani Albert

Work tel : *** Cell : ***