Poor Customer Service at McCarthy VW Witbank

Dear Volkswagen Customer Care, I hope this email finds you well. I am writing to formally lodge a complaint regarding the unsatisfactory customer service I experienced this morning at Bidvest McCarthy Volkswagen Witbank when I brought my vehicle in for servicing. Vehicle Details: • Model: VW Polo • VIN No: AAVZZZAWZMU057353 • Registration No: JZ28VJGP • Job Card No: VR 032627 Summary of the Incident: 1. Transport Assistance Denial: Upon arrival, I requested a lift to my workplace at Duvha Power Station, Witbank, as is customary during vehicle servicing. However, I was informed that the dealership only provides transport within a 10 km radius and could not accommodate my request due to "dealership policy." 2. Inconsistent Policy Application: After expressing my dissatisfaction and requesting to speak with the Service Manager to withdraw my vehicle from servicing if transport assistance was not provided, the driver eventually agreed to take me to work. However, during the trip, I was informed that the dealership does not collect clients once their vehicles are ready—a contradiction to the initial policy explanation. Concerns & Request for Intervention: • Lack of Clarity & Consistency: The conflicting information provided by staff regarding transport policies reflects poorly on Volkswagen’s commitment to customer care. • Unreasonable Limitations: A 10 km radius is impractical for clients in areas like Witbank, where distances between dealerships and workplaces often exceed this limit. • Customer Relationship Impact: As a loyal Volkswagen owner, I expect a mutually beneficial relationship with the dealership, including reasonable accommodations for servicing appointments. Request for Resolution: I kindly request that Volkswagen Head Office: 1. Clarify the official policy on client transport during servicing and ensure it is fairly app**** across dealerships. 2. Address this issue with Bidvest McCarthy Volkswagen to prevent similar inconveniences for other clients. 3. Provide feedback on steps taken to resolve this matter. I trust that Volkswagen values its customers and will take swift action to rectify this matter. I appreciate your prompt attention and look forward to your response. Best regards, Setlabo Makgoba Contact: ***