Poor customer service

I serviced my Golf 7 GTI last month at Holloways for the first time. I also wanted them to fix my oil leaks. I wanted to leave a review of my experience but never had the time.

I came across a TikTok video where Tano responded to another customer's experience at Holloways. I commented on this video by saying I agree with the customer as I also experienced the same level of customer service. Tano proceeded to delete my comment and he then blocked me from his TikTok page. I'm not sure why he did this, he could of either left a comment or call me, I am/was his customer after all.

I agree that they do not give a warm welcome when I dropped my vehicle, was just told to park there and give the keys. They checked and scanned the vehicle and sent me a huge quote on WhatsApp, nothing discussed with me. I did not understand some of the things on there and requested Tano to call and give me the run down. I gave them the go ahead with most of the items quoted. After waiting 4 working days, I received a message to say I can collect. Again, nothing discussed. I arrived at the workshop, waited a bit then Tano arrived. I had to ask him questions about the vehicle instead of him discussing the service report with me.

After a week or so I noticed that there is still an oil leak. I informed them immediately and Tano did not hesitate to say bring the vehicle in - I appreciated this. They resealed the gearbox sump with sealer and hoped the problem was solved. I checked the next day and it was still leaking. Tano suggested that I steam clean the engine so they can properly diagnose where the leak is coming from. I proceeded with this and returned the vehicle. Unfortunately, it turned out to be a leak on the casing of the gearbox and they recommended me to a gearbox specialist.

The gearbox specialist inspected and advised that Holloways wrongly diagnosed the gearbox oil leak. It was not leaking on the sump, but on the gearbox casing. I felt that I spent money on something that wasn't necessary. Why didn't Tano suggest I do the steam cleaning first which would of saved me money. I informed Tano and he immediately called me back. Although he explained himself on his process, I felt like he was jumping down my throat and not wanting to understand where I am coming from. I did not have the energy to argue with him. My leak was eventually sorted by the gearbox specialist and the problem resolved.

Mind you that I live in the South and wanted to go to my regular RMI workshop, but wanted my vehicle maintenance done at Holloways and did not mind travelling so far. It is important to note that I am also running a transport business and was considering taking my fleet to Holloways for maintenance too.

I have no doubt that Holloways are good at what they are doing. My advise to them is to improve on their customer service and how to deal with customer complaints. Focus on addressing the issues raised and responding in a professional manner. Deleting complaints on TikTok does not remedy the issue as you may get another customer experiencing the same level of service.