Terrible, displeasing, completely dissappointing service

Item: Hatfield VW
Rating: 1

Hi There, I have a complaint regarding VW Hatfield Braamfontein. Taken my car in for service on the 03rd March 2017, with a complaint of noise coming from the brakes and requested the service advisor to pay attention to that and ensure the noise is dealt with and the problem fixed. He called to inform me that the noise was as a result of run out discs, and to replace them was going to be a whooping R 3000 as my service plan did not cover. I paid the amount and he carried out the job, requested my father to collect the car on my behalf. To my surprise the noise was worse I called the service advisor again to inform him of the developments he said I should bring the car back in which I did, he then told me that my brake pads were rusted and not real but pirated brands and he advised me of two options I had (1) replacing them which was going to cost me almost R3000, or he cleans the rust off and I replace them at a later stage. So I opted for the cleaning process as I did not have the budget for new ones. A few weeks later, I contacted my service plan administrator and they advised that the brakes will be covered by them. So I took the car in again, both front and rear pads to be replaced. I called my service advisor and he confirmed that they were in the process of replacing them. An hour later he called me to say now there’s an issue, they’ve realized that my wheel bearings are broken and need to be replaced as well and I need to pay in an amount of R4200. I checked with SA warranties whether they will cover those they mentioned they can only cover up to R1750 and I had to still fork out a shortfall of R 2300 which I agreed to pay and asked them to carry out the job as I was desperate for that noise to go away. Car was collected at about 16h30, the following day on my way to work I realized the noise was still there like the car was not even fixed. This now really annoyed me, so many back and forth, monies paid in every time but no joy with the repairs. Ultimately I started to feel like this was just ****************, seeing that the diagnosis is never correct it looks like it’s just a thumb suck they never really check the car to find out exactly what the cause of the noise is however very quick to tell me that I have to replace this and pay a certain amount. Thus far I have paid and amount of R5200 cash, and a few claims have been made from my service plan + warranty policy. But the car is still faulty, one would swear it was never ever begun with to be repaired. I feel like sales targets are being driven at our expense while we as customers are not getting any satisfactory results. As it’s stands the noise is still present and I have called the dealer again only to be told they are not working today no care in the world about my experience. I’m totally frustrated by this and hope for your urgent interference considering that after every service we get calls to rate such services. Now can my complaint be treated in the same sense of urgency. Hi There, I have a complaint regarding VW Hatfield Braamfontein. Taken my car in for service on the 03rd March 2017, with a complaint of noise coming from the brakes and requested the service advisor to pay attention to that and ensure the noise is dealt with and the problem fixed. He called to inform me that the noise was as a result of run out discs, and to replace them was going to be a whooping R 3000 as my service plan did not cover. I paid the amount and he carried out the job, requested my father to collect the car on my behalf. To my surprise the noise was worse I called the service advisor again to inform him of the developments he said I should bring the car back in which I did, he then told me that my brake pads were rusted and not real but pirated brands and he advised me of two options I had (1) replacing them which was going to cost me almost R3000, or he cleans the rust off and I replace them at a later stage. So I opted for the cleaning process as I did not have the budget for new ones. A few weeks later, I contacted my service plan administrator and they advised that the brakes will be covered by them. So I took the car in again, both front and rear pads to be replaced. I called my service advisor and he confirmed that they were in the process of replacing them. An hour later he called me to say now there’s an issue, they’ve realized that my wheel bearings are broken and need to be replaced as well and I need to pay in an amount of R4200. I checked with SA warranties whether they will cover those they mentioned they can only cover up to R1750 and I had to still fork out a shortfall of R 2300 which I agreed to pay and asked them to carry out the job as I was desperate for that noise to go away. Car was collected at about 16h30, the following day on my way to work I realized the noise was still there like the car was not even fixed. This now really annoyed me, so many back and forth, monies paid in every time but no joy with the repairs. Ultimately I started to feel like this was just ****************, seeing that the diagnosis is never correct it looks like it’s just a thumb suck they never really check the car to find out exactly what the cause of the noise is however very quick to tell me that I have to replace this and pay a certain amount. Thus far I have paid and amount of R5200 cash, and a few claims have been made from my service plan + warranty policy. But the car is still faulty, one would swear it was never ever begun with to be repaired. I feel like sales targets are being driven at our expense while we as customers are not getting any satisfactory results. As it’s stands the noise is still present and I have called the dealer again only to be told they are not working today no care in the world about my experience. I’m totally frustrated by this and hope for your urgent interference considering that after every service we get calls to rate such services. Now can my complaint be treated in the same sense of urgency. Hi There, I have a complaint regarding VW Hatfield Braamfontein. Taken my car in for service on the 03rd March 2017, with a complaint of noise coming from the brakes and requested the service advisor to pay attention to that and ensure the noise is dealt with and the problem fixed. He called to inform me that the noise was as a result of run out discs, and to replace them was going to be a whooping R 3000 as my service plan did not cover. I paid the amount and he carried out the job, requested my father to collect the car on my behalf. To my surprise the noise was worse I called the service advisor again to inform him of the developments he said I should bring the car back in which I did, he then told me that my brake pads were rusted and not real but pirated brands and he advised me of two options I had (1) replacing them which was going to cost me almost R3000, or he cleans the rust off and I replace them at a later stage. So I opted for the cleaning process as I did not have the budget for new ones. A few weeks later, I contacted my service plan administrator and they advised that the brakes will be covered by them. So I took the car in again, both front and rear pads to be replaced. I called my service advisor and he confirmed that they were in the process of replacing them. An hour later he called me to say now there’s an issue, they’ve realized that my wheel bearings are broken and need to be replaced as well and I need to pay in an amount of R4200. I checked with SA warranties whether they will cover those they mentioned they can only cover up to R1750 and I had to still fork out a shortfall of R 2300 which I agreed to pay and asked them to carry out the job as I was desperate for that noise to go away. Car was collected at about 16h30, the following day on my way to work I realized the noise was still there like the car was not even fixed. This now really annoyed me, so many back and forth, monies paid in every time but no joy with the repairs. Ultimately I started to feel like this was just ****************, seeing that the diagnosis is never correct it looks like it’s just a thumb suck they never really check the car to find out exactly what the cause of the noise is however very quick to tell me that I have to replace this and pay a certain amount. Thus far I have paid and amount of R5200 cash, and a few claims have been made from my service plan + warranty policy. But the car is still faulty, one would swear it was never ever begun with to be repaired. I feel like sales targets are being driven at our expense while we as customers are not getting any satisfactory results. As it’s stands the noise is still present and I have called the dealer again only to be told they are not working today no care in the world about my experience. I’m totally frustrated by this and hope for your urgent interference considering that after every service we get calls to rate such services. Now can my complaint be treated in the same sense of urgency. Prudence

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