Pathetic service at Multifranchise Paarden Eiland

I have received the most pathetic service from your service agents when I brought my Clio in for its service on 27/11/2017.

Upon arrival at the sales section I met your service agent Natasha who tried to record my service arrival but unfortunately could not do so as she had not received any paperwork or had any knowledge of my service booking which I made 23/11/2017. She then proceeded to write my details on a blank page, and I handed her my vehicles service book. I told her that I wanted my breaks checked as I was concerned about the noises I was hearing whilst breaking, she wrote down my requests on the page along with an additional request I made to have the multiscreen display cleaned as it was extremely dusty on the inside of the screen. By 9:15 I was on my way and she assured me that my vehicle would be ready around 16:30pm.

Around 11:00am I received a phone call from a service agent informing me that there were 2 chips on my windscreen and wanted me to give her permission to proceed to fix it which I declined to do. Around 13:00pm I received a phone call from service agent Natasha again which informed me was a courtesy call to let me know that my vehicle was being servied and my vehicle should be ready between 16:30 - 17:00pm, afterwhich I said thank you, but I did ask them to check my brakes and have no feedback with regards to that issue as yet. She said she will find out and call me back...

I arrived at the service centre just after 16:00pm when I noticed my vehicle was parked in a bay very close to the entrance of the service centre which I then assumed meant my vehicle was done and I would be out of there in next to no time. I checked in with Natasha when she told me that the "job was open on the system which means they are still busy". After the long wait, 17:00 finally arrived when Service Manager Tezlyn approached me asking for my surname afterwhich she called me to her desk. I then asked her if my vehicle was finally ready as I was waiting quite some time before I was assisted, and Tezlyn said "Oh it was done, your paperwork was just at the back and Natasha was busy" She then informed me that the 45000km service was completed, my windscreen wipers needed to be replaced as well as my brake pads and brake discs. I was confused and asked her what she meant by "needed to be replaced?" And she said that they did not have stock of the brakes or discs and needed to order them from the hub, but that unfortunately there was not enough time to do it. I was totally frustrated and upset because no one bothered to call me to let me know what the situation was after Natasha's phone call after 13:00pm. I made it clear to her that I was less than impressed with the terrible service I had just received especially that no one had even bother notifying me that my brakes would not be sorted out by the time I would arrive to collect my vehicle and now my safety was placed in jeopardy because they did not have it changed it, Tezlyn then informed me that she will personally see to it that the driver come to my place of employment to collect my vehicle so that they could have my brakes repaired and return my vehicle once completed.

On 28/11/2017 around 13:00pm I received a phone call from Natasha to inform me that their driver was running late and she was unable to tell me when my vehicle would be collected. I went back and fourth with Natasha and Tezlyn never once contacted me throughout the day even when asking for her, she was either busy or in a meeting. I have been given the run around all day and up until this time there is still no resolution to my situation. I cannot beign to express my frustration and anger at how I was being treated. All I want is my brakes to be repaired how difficult can that be from a vehicle service centre? It is absolutely appalling that your service manager cannot deal with client complaints, that the service centre cannot handle the capacity of requirements and I will never return to this branch again!

On 29/11/2017 The driver finally collected my car and yet again to my surprise this branch hasnt managed to surpise me! After endless phonecalls to the branch, the Manager Tezlyn says she will contact me once the brakes has been repaired and 4 hours later I contacted the branch again only to be told that Natasha has no idea who I am!!!! I have to try to make my way to Paarden Eiland to collect my car myself!

My emails to Jody the dealership principal went unanswered... Absolutely disgusted!!! Worst customer experience I have ever experienced in my life!