1 reviews | Active since May 2016
Horrible Car Service
I had a taste of the first ever horrible service at Kelfords Ford in Somerset West on 29 April 2016. A major car service was due on my Ford Focus. I made prior arrangements with the dealership as I was travelling from Northern Cape to Cape Town for the weekend (600 km drive). The lady who booked the service acted as if she new what she was talking about. She claimed that she was going to contact the parts department and order the parts required for the major service. I called her during the same day and she confirmed parts were going to be available that same day. I braved the pouring rain to travel 42 km in traffic from Cape Town to Somerset West to be the first person at 07:00. The same lady ushered me in and again claimed that the parts were already in and it should take half a day for the service to be done as i one of the first cars to come in that time. The rest of the customers were given a lift to their respective places whilst i was told to wait until 09:00 when the driver would be free, yet i was going to be driven to a local place like the other customers. At around 09:30 after several attempts of asking the lady whilst she pretended to be busy and ignoring me, i got a driver to drive me to the Somerset Mall that is also a local destination as it was time consuming to go back to Cape Town. I roamed around at the Mall until 12:30 and that is when i decided to call and find out what was the status. I was told the car was ready yet i expected a call from them notifying me of the ready car. Upon arrival i was handed with a R1700 bill that stated that an oil change and a fluid top up was done. That is when my tops blew when I discovered the promised item of timing belt and fan belt change was not conducted as per previous discussion. The lady had **** through her teeth that this was going to be conducted. When i asked what was the reason for this change being done, she said she used my VIN number and a wrong part popped up. But this when i was there for the 2.5 hours i was by the dealership it was never mentioned to me nor when i was at the mall. I demanded to see the Service manager who acted as if he was reprimanding the lady after i asked how long she had been working and whether knew the definition of a major service and what it entails. The Service manager mentioned she has been around for 3 months. This came to me as a shock as i didn't understand a person appointed at a service department and yet would not know the different types of parts and service schedules. I was really taken aback and very much disappointed and i remembered a lady that i set next to when i was waiting for the driver who made mention of the bad service that she got for her Ford Figo from the same Service manager. I am really sorry to say that more competent and efficient personnel should work at that service dealership as i do not see what exactly these two individuals were doing there. The manager also pretended to call around to get a part and I knew it was a bluff as i told them I would not be in town by the Tuesday after the weekend.
Good Evening Bongani
First aplogies for the delay in responding, I have only just returned from holiday and have done some investigations regarding your complaints.
Although some of your comments are brash, I do understand its because you frustrated from the service received.
To confirm we did take on a new employee who was being trained under supervision and has been training for the last 3 months. We can accept responsibility for her incorrectly putting the wrong vin number into the system which then incorrectly advised what parts to be ordered for your service.It was a human error and silly mistake that she will learn from.
Please understand that by employing young individuals in South Africa is what the country needs to grow ,and train those that can enrich lives in our economy. I believe in taking on young vibrant staff and investing time and money to promote them within my work place. I have made many mistakes in my life which has only helped me gain experience and confidence. I hope the same for my staff to grow and prosper, but there will naturally be hurdles in the way, "like" your experience with my bookings clerk.
I can ***ure you that my staff tried their utmost to rectify the situation. Once they realized they made the mistake they called every dealer within a 80km radius to see if other Ford dealers had stock for us to go collect for you.
With regards to dropping customers off, you are no different from the rest. We offered to drop you off at the mall or somewhere local, alternatively you could wait in our coffee shop with free wifi and coffee . You requested you wanted to be dropped in Cape Town which was 60kms away, which was not possible. This request was not mentioned when booking the vehicle in either.
My staff apologized to you numerous times during the process and we called afterwards to apologize .We accepted responsibility and never **** to you as you suggested. We are very much accepting responsibility for the mix up of not ordering the right part.
I am happy to meet you personally and discuss your situation and see how your experience can help me be constructive by talking to my staff members. The offer is there for you to make that decision.
Kind Regards
Tristan Kelly (Dealer Principal)
Good Evening Bongani
First aplogies for the delay in responding, I have only just returned from holiday and have done some investigations regarding your complaints.
Although some of your comments are brash, I do understand its because you frustrated from the service received.
To confirm we did take on a new employee who was being trained under supervision and has been training for the last 3 months. We can accept responsibility for her incorrectly putting the wrong vin number into the system which then incorrectly advised what parts to be ordered for your service.It was a human error and silly mistake that she will learn from.
Please understand that by employing young individuals in South Africa is what the country needs to grow ,and train those that can enrich lives in our economy. I believe in taking on young vibrant staff and investing time and money to promote them within my work place. I have made many mistakes in my life which has only helped me gain experience and confidence. I hope the same for my staff to grow and prosper, but there will naturally be hurdles in the way, "like" your experience with my bookings clerk.
I can ***ure you that my staff tried their utmost to rectify the situation. Once they realized they made the mistake they called every dealer within a 80km radius to see if other Ford dealers had stock for us to go collect for you.
With regards to dropping customers off, you are no different from the rest. We offered to drop you off at the mall or somewhere local, alternatively you could wait in our coffee shop with free wifi and coffee . You requested you wanted to be dropped in Cape Town which was 60kms away, which was not possible. This request was not mentioned when booking the vehicle in either.
My staff apologized to you numerous times during the process and we called afterwards to apologize .We accepted responsibility and never **** to you as you suggested. We are very much accepting responsibility for the mix up of not ordering the right part.
I am happy to meet you personally and discuss your situation and see how your experience can help me be constructive by talking to my staff members. The offer is there for you to make that decision.
Kind Regards
Tristan Kelly (Dealer Principal)
Good Evening Bongani
First aplogies for the delay in responding, I have only just returned from holiday and have done some investigations regarding your complaints.
Although some of your comments are brash, I do understand its because you frustrated from the service received.
To confirm we did take on a new employee who was being trained under supervision and has been training for the last 3 months. We can accept responsibility for her incorrectly putting the wrong vin number into the system which then incorrectly advised what parts to be ordered for your service.It was a human error and silly mistake that she will learn from.
Please understand that by employing young individuals in South Africa is what the country needs to grow ,and train those that can enrich lives in our economy. I believe in taking on young vibrant staff and investing time and money to promote them within my work place. I have made many mistakes in my life which has only helped me gain experience and confidence. I hope the same for my staff to grow and prosper, but there will naturally be hurdles in the way, "like" your experience with my bookings clerk.
I can ***ure you that my staff tried their utmost to rectify the situation. Once they realized they made the mistake they called every dealer within a 80km radius to see if other Ford dealers had stock for us to go collect for you.
With regards to dropping customers off, you are no different from the rest. We offered to drop you off at the mall or somewhere local, alternatively you could wait in our coffee shop with free wifi and coffee . You requested you wanted to be dropped in Cape Town which was 60kms away, which was not possible. This request was not mentioned when booking the vehicle in either.
My staff apologized to you numerous times during the process and we called afterwards to apologize .We accepted responsibility and never **** to you as you suggested. We are very much accepting responsibility for the mix up of not ordering the right part.
I am happy to meet you personally and discuss your situation and see how your experience can help me be constructive by talking to my staff members. The offer is there for you to make that decision.
Kind Regards
Tristan Kelly (Dealer Principal)
Good Evening Bongani
First aplogies for the delay in responding, I have only just returned from holiday and have done some investigations regarding your complaints.
Although some of your comments are brash, I do understand its because you frustrated from the service received.
To confirm we did take on a new employee who was being trained under supervision and has been training for the last 3 months. We can accept responsibility for her incorrectly putting the wrong vin number into the system which then incorrectly advised what parts to be ordered for your service.It was a human error and silly mistake that she will learn from.
Please understand that by employing young individuals in South Africa is what the country needs to grow ,and train those that can enrich lives in our economy. I believe in taking on young vibrant staff and investing time and money to promote them within my work place. I have made many mistakes in my life which has only helped me gain experience and confidence. I hope the same for my staff to grow and prosper, but there will naturally be hurdles in the way, "like" your experience with my bookings clerk.
I can ***ure you that my staff tried their utmost to rectify the situation. Once they realized they made the mistake they called every dealer within a 80km radius to see if other Ford dealers had stock for us to go collect for you.
With regards to dropping customers off, you are no different from the rest. We offered to drop you off at the mall or somewhere local, alternatively you could wait in our coffee shop with free wifi and coffee . You requested you wanted to be dropped in Cape Town which was 60kms away, which was not possible. This request was not mentioned when booking the vehicle in either.
My staff apologized to you numerous times during the process and we called afterwards to apologize .We accepted responsibility and never **** to you as you suggested. We are very much accepting responsibility for the mix up of not ordering the right part.
I am happy to meet you personally and discuss your situation and see how your experience can help me be constructive by talking to my staff members. The offer is there for you to make that decision.
Kind Regards
Tristan Kelly (Dealer Principal)