NTT Ford Pretoria North

Issue Wasn't the Missing Wheel – It Was How It Was Handled: Five-Time Customer Left Disappointed by Lack of Accountability

We recently purchased a Limited Edition Ford Ranger XLT from NTT Ford Pretoria North. Approximately two weeks after taking delivery, I discovered that the spare wheel was missing. Unfortunately, I had not checked for it when taking delivery of the vehicle. I immediately contacted the salesperson who assisted me. He was professional, helpful, and initially advised that he would arrange for a replacement spare wheel to be delivered. Based on this discussion, I was under the impression that the matter would be resolved. However, after following up, I was informed that the request had been declined by the Dealer Principal because the dealership's position was that the vehicle had been supp**** with the spare wheel. While I respect that the dealership is entitled to its view of the matter, I was disappointed by how the situation was ultimately handled. My concern is not primarily about the spare wheel itself. The reality is that neither party can conclusively prove when it went missing. Rather, my disappointment lies in the level of customer service and the way a long-standing customer relationship was treated. Before NTT took over the dealership, when it operated as Allen Joss Ford, I purchased four Ford Rangers from them. This vehicle was my fifth Ranger purchased through the same dealership. Throughout those years, I always experienced exceptional service, open communication, and a genuine willingness to assist customers when issues arose. What I would have expected was a direct conversation from management, particularly after I had been led to believe that a replacement wheel would be provided. Even if the dealership maintained that it was not responsible, a discussion, a gesture of goodwill, or an offer to assist in finding a practical solution would have demonstrated that customer relationships still matter. Unfortunately, the experience has left me feeling that the level of customer care I once associated with this dealership is no longer what it used to be. As a result, I will not be returning for future vehicle purchases, nor can I recommend the dealership based on my recent experience. My advice to prospective buyers is simple: thoroughly inspect every aspect of the vehicle before taking delivery and ensure that all accessories and equipment are present and accounted for. Based on my experience, customers should not assume that the level of service, customer care, and long-term relationship approach that existed under Allen Joss Ford remains the same today.