Seeking Redress: VW SA's Responsibility in NTT VW's Failure

Dear VW South Africa, I am writing to express my extreme disappointment and frustration with the service I received from NTT VW in East London, which falls under your group. On August 2023, my VW car, insured with Dial Direct (Claim Number: ***), was damaged on a trip from Queenstown to East London. The car was hit by a stone under the engine, causing it to malfunction. I immediately contacted Dial Direct, who towed the car to NTT VW for diagnosis. Two weeks later, I received a call from Dial Direct stating that the diagnostics suggested the car was not hit underneath, but rather had a problem with the starter motor. This diagnosis seemed suspicious, but I trusted the expertise of NTT VW. However, when I received the repair quote, I realized that I had to pay for the repairs myself, as Dial Direct rejected my claim. I disputed this decision and wrote an email to Dial Direct, which led to further investigation by NTT VW. Unfortunately, they still rejected my claim, stating that the problem was with the starter motor. I was forced to pay NTT VW to fix the car, and arrangements were made to order a starter motor. A month later, NTT VW informed me that after fitting the starter motor, the engine was still hard starting and not running correctly. This revelation shocked me, as it contradicted the initial diagnosis. I felt misled by NTT VW and Dial Direct, who failed to properly diagnose the problem, leading to unnecessary costs. I have taken my case to the Short-Term Insurance Ombudsman, but I believe VW SA also has a role to play in this matter. As the parent company of NTT VW, I hold you responsible for the actions of your dealership. I request that you take responsibility and: 1. Refund me the costs incurred for the unnecessary repairs 2. Fix my car to its original condition 3. Investigate NTT VW's diagnostic procedures to prevent similar incidents in the future I have attached the letter from NTT VW, highlighting their failure to diagnose the issue properly. I hope you will investigate this matter and take corrective action. Sincerely, Sandile Hlangani