POOR SERVICE COMPLAINT: NTT VOLKSWAGEN KRUGERSDORP

To whom this concerns:

Please note the following COMPLAINT, regarding poor service received from NTT VW Krugersdorp! It all started when the vehicle was dropped off for the normal 100 000km service to be completed. We spoke a while back to VW NTT Krugersdorp to confirm what error the “put in park position and contact your workshop” means. The vehicle went to your workshop while still under warranty on the “2021/08/26” for the final service before the vehicle was deemed out of warranty. The “service” was done, and all components was checked, that would have been covered by the VW Warranty 120 000 km/3 years (witch ever comes first). Long story short, I received a call from the service advisor – introducing themself, and confirmed they will be my service advisor that will represent your company “NTT Volkswagen Krugersdorp” In the few first minutes on the phone, they explained to me that the vehicle requires the following additional components that is faulty and needs replacement. 1. Wipers 2. Brake Pads 3. Water pump.

I thanked them, and had a few questions:

1. The wipers – how can it be finished if the vehicle only done about +- 6000 km from the vehicle’s last warranty service (2021/08/26).

2. How many millimetres (mm) is left on the breaks – they were unable to supply me with a correct millimetre (mm) reading on record. I requested to check on the service history on the (2021/08/26) for the reading, they explained there was no reading recorded on this time of the “holiday check”. I got a bit frustrated as the vehicle was not booked in for a holiday check but a last service detailed check before the warranty ended. • On the 2022/06/28 we received a call that the brake pads need replacement. • We requested a formal quotation/ everything on an E-mail trail. • We declined the quotation as we knew there was nothing wrong with the brake pads. • On the 2022/07/07 we received a final invoice dated the 2022/06/30 with a total millimetre brake pad reading of 7mm, Mindboggling HOW!!! can a brake pad go from “need new brake pads, then after we started asking questions there was NO reading taken the previous time the Vehicle was at NTT VW Krugersdorp, to now where there is 7mm of brakes left on the Vehicle • This is shocking, how can we as a consumer trust this VW branch (NTT VW Krugersdorp) with our safety on the road, if the brakes had failed who would have taken responsibility in the event of an accident or even death? • On collection of our vehicle (2022/07/08) we requested to physically inspect the brake pads ourselves as there is no more trust left in this organization (NTT VW Krugersdorp)!

3. We explained that there is an external warranty that came with the vehicle when we bought it, and we must check to see if this can be claimed through them as well, as we went aware of this issue. • The total amount of the damages came to the amount of R 44 353.66. I contacted the service advisor explaining we need to split this as I need to submit all separate. • The next morning, we received a new updated quote where it was excluding the wear and tear components and the amount went up to R 63 380.53. • We contacted the service advisor and required how is it possible to charge a client R 21 000.00 for water After the water pump was replaced? • It costed me another trip to NTT VW Krugersdorp from Roodepoort and spoke the Workshop Manager to get this quote split and sored. • We received the updated quotes that was send to MySure (external warranty company) • The approval came through – that was sent to us and NTT VW Krugersdorp where it required all invoicing details and the release note. • The ECD by NTT VW Krugersdorp was for Monday the 2022/06/04, needless to say until date still awaiting a call! • On the 2022/07/05 I received a call from NTT VW Krugersdorp requesting us to come and sign the release note from MySure and the final invoice on the VW NTT letterhead. • Everything was signed and sent to the insurance company on the 2022.07.05 @ 17.16pm. • We received email confirmation from MySure that the release note was requested via E-mail to the service advisor, and this email was never acknowledged or even responded to. (In our opinion utterly poor service and communication). • We tried to phone the service advisor on the 2022.07.07 and they were unavailable, an E-mail was sent requesting feedback on the ECD – and to my surprise my email was not even responded to, when eventually I got hold of the service advisor, the only words were “oh Mr Fritz – I saw your email, but it will take +- 7-10 working days.” • I explained that this is unacceptable – we contacted MySure ourselves to get conformation on how long payment take, to our surprising payments are scheduled twice a week (if all paperwork has been submitted by the Dealer) • The point being – We sent the vehicle to a VW dealer so the “Experts” can deal with all related issues mentioned in this E-mail.

We are disappointed in the service and treatment received from NTT Volkswagen Krugersdorp, hopefully my complaint won’t fall on deaf ears, the next consumer won’t get this shocking treatment for a trustworthy reputable VW dealer.

Regards

Hope the consumers find the information helpful!