Sparking Auto - Mall of Africa - Damage to Vehicle

I purchased my car on the 26th May 2019 (the car was in excellent condition except for a scratch on the bumper) and all the drama started like this, I visited the Mall of Africa on the 01st June and a family member was approached by one of your car wash guys to wash the 3 cars. I left the mall late that evening and drove straight home, on the morning of the Sunday I noticed there was a deep scratch on the boot lid. I then contacted Grace at Sparkling Auto at the Mall of Africa and she took ownership and responsibility of the scratch and confirmed it was scratched by the trolley of the car wash guy and requested that I bring the car to them. I also spoke to Grace about Auto Glazing and requested if that can be done when I bring the car in to repair the scratch, I wanted to have this done because the car is black. Grace confirmed it will be R1200.00 which will include not only a Glaze but a 3 Stage Polish and Glaze which I agreed to ( this was the biggest mistake that I made )

06 June 2019 I dropped off the car around 11am, at 12.21pm I received a message from Grace saying the car was being prepared for painting and that baking will take 45mins and thereafter it will go to be auto glazed, at 15h20 Jan fetched me from work and took me to the car, I waited until 6.30pm until they finished. The car looked perfect and I even sent Grace a message the next day thanking her for the service.

28 June 2019 I sent Grace a message stating that my son saw the car and he noticed swirls on the paintwork, Grace acknowledged the message and confirmed she will call me.

01 July 2019 I sent Grace a message stating I was so disappointed with the car and I needed someone professional to look at the car and confirm the way forward to rectify the damage.

03 July 2019 I took the car back, Grace looked at it and could not confirm what went wrong and that they will do the Glaze again. I left the car there and fetched it a few hours later and the car was all shiny and the swirl marks were gone. I was told the glaze needs to settle and I prevent washing it for a few weeks.

21 August 2019 I decided to wash the car myself and guess what all the swirl marks were back on the car, once again my frustrations were voiced to Grace, Grace confirmed that her manager would like to meet with me. I then went to the mall and met with the most arrogant and rude man that immediately told me the car has the swirls because it was scratched whilst being washed, I was beside myself when I heard this because this man had no idea of the previous history with Grace and what had happened, he was new and had no clue as to what happened so I refused to speak to him.

19th September 2019 Grace confirmed she has spoken to a paint specialist and they will have a look at the car.

26th September 2019 The paint specialist came to my office and had a look at the car and he confirmed the auto glaze was not done correctly and the scratch was not painted correctly as it showed dull blotches. I was assured by the paint specialist that he will personally work on the car an assured me that the swirls marks will be removed.

04th Oct 2019 I sent Grace a message requesting when will paint specialist be working on the car, she confirmed she was waiting for an answer from the paint specialist.

14th Oct 2019 Another message to Grace

16th Oct 2019 Another message to Grace

18th Oct 2019 Another message to Grace requesting written confirmation from Grace wrt’s the steps and actions that will be taking place to rectify the damages

22th Oct 2019 I dropped the car off and was assured the job will be perfect.

23th Oct 2019 I received a message from Grace at 12:57 stating the car was ready.

29th Oct 2019 I sent Grace a message stating that I did not wash the car as yet.

18 Nov 2019 I sent Grace a message stating I washed the car and there still seems to be cloudy marks on the boot lid and once again voicing me frustrations, I got no response from Grace.

26 Nov 2019 I sent Grace a message stating that my message was read but got no response and I sent pics. Grace then responded saying she has sent the messages to Mr Qhena.

04th Dec 2019 No response from anyone, another message to Grace and she said she was meeting with the owner.

10 Dec 2019 I sent Grace pics once again of the scratched on the car that is becoming more and more visible after each time the car is washed.

In a nutshell, never in my life have I experienced such bad service, I am beside myself with anger a disappointment, the paint work on the car is totally damaged, it seems like the paint is burnt in some places, the car has a whole lot of dull marks as well as scratches on the boot lid and the bonnet as well is full of scratches, its so bad that I don’t want to drive my car.

I work very hard and I spent my hard earned cash to purchase the car outright and the car parks overnight in a locked garage and at work parks in undercover parking. I need to know the way forward with regards to my drama and what steps will be implemented to rectify this damage.