Horrible Car Service Experience

Brits Intertoy

Horrible 135 000 Car Service

On the 27th January 2020, I took my car in for a 135 000 service at Brits Intertoy Toyota and I was pleased to receive an sms to inform that Emmie Geldenhuys was my service advisor and will be taking care of my vehicle and got this reference number confirming my car service was booked ***3.Later that day I received a call from the dealership informing about my Air filter which needed to be replaced and I asked if that was not part of the service and the service agent said No, I was surprised with this as I thought with every service the air filter should be replaced. I then asked how much will it be to replace the air filter and the agent said R850.00. I informed her I won’t be able to pay it and that they should leave the air filter I will do it on the next service and she confirmed that it is fine and she will just blow the dirt inside the air filter and it will be okay for me to drive the car till the next service.

I bought my car from them in 2013 on 30 000 kilometres and have been taking my car there for every service and when I bought the car I was informed that since it is a second hand car I will have to an additional service plan and I agreed and later that month I was contacted by Toyota Innovations which I took an extended service plan and warranty and they have been covering all my services.

What made this service horrible was that I was I went to the dealership later that day to collect the car and I was told that they could not confirm my payment with Toyota Innovations and that I should give them a call and find out since I am their client. I did not mind that and I asked Emmie about the invoice and she informed to solve first the payment and give her a call back to inform her about the outcome so she can give me the invoice. The following day in the morning I contacted Innovations and I asked them why my policy on hold was, the friendly consultant informed me what and that she would rectify it as soon as possible and that I should tell my service advisor to put the client for the service the following day. I was thrilled that this was sorted quickly. I then asked the consultant from Innovations to check for me what is usually replaced or fixed during a 135 000 kilometres services because I was informed by the dealership that I needed to pay for the air filter. The Innovations Consultant then said I should hold for a minute while she checks for me if this was true, she then confirmed that I should not pay for the air filter and that it should be covered on that service.

I then contacted Intertoy Toyota (Emmie) just to inform he that the hold was fixed and she can put a claim tomorrow morning which was the Wednesday the 29th January 2020, she confirmed and I then asked if I could get a copy of my invoice just to check what was changed or replaced on my car service and she said she will send it to me later that day but I shouldn’t be worried as the air filter is only replaced with Major services and mine was a minor one(surprisingly I have a used air filter box from them). On the 30th I called just to check if he managed to put the claim through but I struggled to speak to her as she was always busy on another call and she could not take my calls, I called more than once that day with no luck. Friday the 31st January 2020 I contacted Intertoy and still no answer or call back from Emmie. I started getting frustrated and thought how this could be happening and told myself that I will give her time since I also had a problem with the payment when the service was done.

The following week Monday the 03rd February 2020 I decided to give them a call again and I was told she was busy and I almost lost it and told them I will not take it as I really need to speak to her. I finally got hold of Emmie and explained how unhappy I was with her and she apologised and informed that she was not in on Friday the 31st and she did not get any of my messages and she apologised for this. I then asked her about my invoice which I haven’t received and she said she will forward it to me, she gave me her cellphone number to say I should give her a call if there’s anything I would like to get assistance with from her. I was so unhappy that I did not even send her any message. I felt this car service was one my horrific one since. Till today the 12th February 2020 I have not received my invoice and I refuse to visit the dealership to get one if they can email it to me like I requested. I work in Modderspruit and by the time I knock off the dealership is closed. Another shocker was when I received an email (4th February 2020) on my personal email address Thanking me for taking part in a survey which I clearly don’t remember taking part in. I did not receive an email informing me to take part in a survey but I got a Thank you mail for doing so. I also want to know who did this survey and how.

I don’t think my next service will be with them, I would rather travel far to get a better service than the one I received there.

UNHAPPY CLIENT Miss E Morodi REG: JCC 321 NW ***