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JP
Jaco P

1 reviews | Active since Sept 2013

10 Sept 2019, 10:59

Cannot attend to an opportunity to turn a bad review around to a good one

This is a follow up on my previous review:

I arrived to day to book in my vehicle, and had an appointment with the manager Bianca. She was not available to meet with me, despite having an appointment at eleven AM. I was instead assisted by the "second in charge" no idea of how to confirm that this person was the second in charge. However I am not really impressed that even the Manager is not interested to commit to appointments. Based on the discussion I had with the Manager, she said that they will arrange for a courtesy car for me when I return the vehicle. Arriving today, nothing was arranged. They wanted to give me a Toyota Etios as it is all they have available. Completely not what was discussed with Bianca. It is shocking. Even in an attempt from this company to turn a bad review around, they mess up. Unbelievable. I want to escalate my complaint to whomever the manager reports to. I will nor recommend this company to anyone, and will inform my insurance about the poor performance also.

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Replies (3)
Renew-it Rivonia
Renew-it Rivonia's reply10 Sept 2019, 12:38
Official
Thank you for your feedback.

We wish to apologize for this poor service that you have experienced.

We have escalated this matter to the Service manager for a resolution.

Should you have any further queries, please contact our dedicated help desk on **** FOR YOU (*** ***).

Kind Regards 
JP
Jaco P's update10 Sept 2019, 12:57
Reviewer Update
Previous complaint was also escalated to the service manager, who set up a meeting with me, and did not bother to attend. Please escalate this to the person whom the service manager reports to.
JP
Jaco P's update10 Sept 2019, 15:41
Reviewer Update
received a call from the service manager Bianca who explained to me that it was a misunderstanding, and that they did arrange for the etios to be ready for me, however what the consultant meant was that she is arranging for it to be brought to the front. I explained that as indicated before, My car had a rental car policy that covers me for a as like vehicle, and this was my expectation. I initially returned the rental vehicle as they informed me my car was ready for collection, and then upon collection the repair work was very bad, and the car obviously would have failed the QC test. The second return i funded alternative transport out of my own pocket, and this is the third return (arranged by speaking to the manager). I am a big guy, 1.92m, and will not fit in an etios. Apologies if my expectation was to receive a vehicle similar to the one i currently drive. The manager also apologized for missing our appointment, as she was in a meeting with their directors. I am not accepting this reason/excuse. To emphasize this, the complaint is not about the courtesy car, but more about the reluctance of the manager to meet with me and sort this out. If she did meet me, perhaps we would have been able to obtain clarity on the rental car situation right on the spot, instead of resorting to hellopeter reviews.