Poor service from Novel Ford Paarl

I made an appointment 2 weeks ago for Friday 23 November 2018 at Novel Ford Paarl. I asked for a curtesy car and it was said that the cars are booked ahead for 3 weeks. I asked the lady if they one have one curtesy car seeing that this is the third time that I have booked a service and than I can't get a curtesy car. I brought this under Rudolf's attention and he said that if I book a service in the future I should contact him directly. Than I told him that you don't need the ladies at the desk because why should I contact him to make sure I get a better service?

When I got there on Friday at 8AM the ways a problem with drivers and I had to ask Rudolf to drop us. When I asked the lady (Jonandi) at the desk at what time the car will be done, this was at 12PM she said that I had to inform her that I wanted the car a certain time. It was never asked when I made the appointment. I was informed that the car will be ready after 2PM, we got there at 3PM, Jonandi told us that we just have to wait in the reception room while she is getting the car. To our surprise she came back and told us that we had to pay for the service. The car was there for its 60 000km service. We were never informed the morning when we dropped the car that we had to pay for the service, not even when I made the appointment only when we had to pick up the car, it was said that the service plan of the car is over.

This is not acceptable, the two ladies at reception is not helpful at all. The are not customer focus and they expect that the customer should just accept what they get told. Jonandi should have contacted us to inform us prior to the service that we had to pay for the service.

We have had a problem with getting a curtesy car and now this surprise just because of *********** staff that do not make sure that the customer is happy and well informed.

This is poor service and unacceptable.