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Motselisi M

1 reviews | Active since Apr 2019

16 Apr 2019, 15:48

Poor service Mayfair Gearbox Bloemfontein, South Africa

I'm a Mosotho lady currently working in London in the United Kingdom.

I took my car, Jaguar XF 2013 model with Lesotho registration MU 431, to Gearbox Mayfair in Bloemfontein in September 2018. The car came out of warranty in January 2018. It showed gearbox fault. The car is being fixed by Mr Thys Pretorious.

I paid close to 90% of the quoted amount in early October 2018. Since October 2018 to date, the car has not been fixed. Thys is making never ending stories of why the car is not fixed. At the beginning he said he would build the gearbox; at some stage, he said he brought the gearbox to Gearbox Mayfair in Johannesburg; at times he says he has staff shortage; last month(March 2019) he said was buying another gearbox to replace mine. Last week(beginning of April 2019) he said he is building the gear box and today,(16/04/2019) he said he is building the 'box' but refused to say where exactly is the 'box' being built. These stories are inconsistent and I'm sorry to say, he is lying to me.

He is no longer picking up my calls, instead I now send my relatives to go see him. He has become very rude to anyone I send to check the car. My brother, who is based in Bloemfontein, is being taken back and forth weekly with no results. He can't say whether he is capable of fixing the car or not, then agree on the next steps.

I'm at the stage where I want my car back, either fixed or not. If not fixed, he has to pay back my money and I get my car in a stage which was brought to him. I'm currently pursuing a legal route but in the process looking at other options which will put his company under a close scrutiny. This is a reputational risk to the company.

He is taking advantage because I'm a black single woman who may not have enough support to pressurise him fix my car, which has been with him for eight (8) months.

I also reported to the Head Office in Johannesburg but his response is the same old story of the excuses I have mentioned. He is not bothered at all yet I paid him and my car is still with him as we speak.

I'm all out to seek any form of support to get my car back.

Best regards Motselisi Matsela

0
Replies (3)
Mayfair Gearbox Nationwide
Mayfair Gearbox Nationwide's reply17 Apr 2019, 08:25
Official
Good morning Ms. Motselisi Matsela
 
We acknowledge receipt of your complaint.  I would like the opportunity to investigate the matter fully. I represent senior management and have addressed your complaint at executive level. Your complaint has been escalated for investigation to the Franchise Owner of the Bloemfontein Division, who will investigate and consider your complaint properly. 
 
We want to resolve your concern as quickly and fairly as possible and will keep you informed. 
 
Please do not hesitate to contact me at anytime if I can be of further assistance on +***9. 

I assure you of my personalised attention at all times.

Kind Regards, Samantha Brand

Communications Manager

Mayfair Gearbox Group 

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MM
Motselisi M's update24 Apr 2019, 12:18
Reviewer Update
Dear Samantha Thanks for you feedback and your commitment to resolve this matter as urgently as possible. Just to inform you that there is still no progress. In fact, Thys Pretorious has abandoned my car, he is not working on it all. Regards
Mayfair Gearbox Nationwide
Mayfair Gearbox Nationwide's reply24 Apr 2019, 13:13
Official
Good afternoon Ms. Matsela
 
Thank you for your email to notify us of the delays you have been experiencing with the Bloemfontein Franchise service.  I have personally spoken to Thys and he has apologized for the delay and has assured me that his technicians are busy with your unit today and your vehicle will be ready for collection by Friday. Thys will call you as soon as the vehicle has been tested to arrange collection. 

I will personally ensure that I stay close to the matter until it is resolved. 

Thank you for your kind understanding in this regard and please be assured that we have heard you and are taking the necessary action to expedite your vehicle repair.

Have a splendid day further. I look forward to hearing from you. Please do not hesitate to contact me at anytime if I can be of further assistance on +***9 or +***2. 

I assure you of my personalised attention at all times.

Kind Regards

Samantha Brand, Communications Manager

Mayfair Gearbox Group  

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