Formal Complaint and Demand for Remedial Action

I write to formally lodge a complaint regarding the unacceptable repair work, excessive delays, poor communication, and unprofessional conduct I have experienced in relation to the repairs of my vehicle. Your company received authorization to commence repairs on 10 June, and my vehicle has remained in your possession ever since. More than 12 weeks later, the vehicle is still not repaired to an acceptable standard and remains unavailable to me. I am particularly concerned that your quotation provided for the fitting of new parts, yet it became apparent that second-hand parts were fitted instead. I am in possession of photographic evidence showing that second-hand parts were initially installed, which directly contributed to the first delay in the repair process when these issues had to be identified and addressed. Furthermore, on 3 July, the vehicle was inspected and several defects and faults in the workmanship were pointed out and brought to your attention for correction. Despite repeated assurances that these issues would be rectified, the defects remain unresolved. In fact, during subsequent inspections, it has become evident that not only have many of the original faults not been repaired, but additional defects have become apparent. Throughout this process, communication from your company has been extremely poor. I have repeatedly had to follow up for updates, while completion dates have continuously been promised and then missed. Each time I am advised that the vehicle is ready or close to completion, an inspection reveals that the repair items previously discussed have not been completed. I am also compelled to raise my concerns regarding the conduct of Darrio, the Manager handling this matter. His attitude and professionalism have been wholly unacceptable. Rather than addressing my legitimate concerns as a customer, he has displayed a dismissive approach and, during discussions regarding the ongoing issues, informed me that I can "do what I want." Such conduct is unprofessional and entirely inappropriate given the circumstances and the extent of the unresolved issues. The ongoing delays, poor workmanship, lack of communication, and dismissive attitude towards customer concerns have caused significant inconvenience, frustration, and a complete loss of confidence in your ability to complete these repairs to the required standard.