Pathetic customer treatment, sabotage warranty, refuse to help me

Item: Tavcor Motor Group
Rating: 1
Author: scfayers S

After my car was repaired at the panelbeaters, and suspension assessed which only found wear-and-tear on my Right CV Joint, for a bumper and radiator damage in March 2017, I took my car to Tavcor York VW 20 April 2017 to assess my left foglight and suspension. TAKE NOTE: MY CAR HAS BEING SERVICED THREE TIMES BY THEM BEFORE, AND ONCE AT ROLA VW HERM****, AFTER I FITTED AN AFTERMARKET SOUND SYSTEM AND SILENCER SYSTEM, EXCLUDING THE CATALYTIC CONVERTER. NO ENGINE MODIFICATIONS WERE EVER DONE ON MY VEHICLE. I HAVE A SERVICE PLAN, WARRANTY AND MAINTENANCE PLAN WITH MOTORITE. My car spent the whole day at the agents, I was only contacted afer 4pm by service agent Alta, who told me of the foglight and right CV joint that needs replacing. I was also told that they not going to repair it under warranty, because their service foreman, Chris says my car's engine has been modified. He alledges that he found cut wires in my engine bay and the car was chipped. He also alledges that my exhaust catalytic converter O2 sensors are cut off, and they refuse to do anything under warranty. Alta gave me a verbal quote over the phone stating it will cost me nineteen thousand and something to fix everything--this quote was not explained to me nor was it ever shown to me. After an argument with Chris, who then says they can't say my whole warranty is void, he says he is unable to show me any of this, as the car is now parked in the parking lot. All he could do was show me photos he took, which doesnt show anything with regards to his allegations he made. Photos only showed my aftermarket sound system and silencer system. I asked both Chris and Alta for a written report of their allegations so I can show my legal advisor, and they promised they will. Thereafter, I had no response from either of them. I took my car the next day to the panelbeaters(Willies Panelbeaters, George) to assess with regards to the allegations, of which they found no proof of such. All they did was plug 1 loose wire back in and said catalytic converter O2 sensors are all intact. I also enquired with the place that fitted my silencer system(Profit Exhaust, Brooklyn, Cape Town), and got telephonic and written feedback via email stating their workmanship did not include any tampering or cutting of wires by the catalytic converter. I thereafter made a complaint with VWSA at VW Customer Care. My customer care agent was Chantal Mann, who handled the query. After sending her emails with receipts and the emails stating the workmanship on my car's exhaust, as well as the panelbeaters details to investigate further, I waited and trusted, hoping they will rectify these allegations. On Tuesday, May 2nd 2017, I was told the agents got feedback from VWSA and will call me back to notify me. I waited the tuesday afternoon as well as the whole day Wednesday 3rd May 2017, and no response from the agents. I phoned Chantal Mann again to ask what is happening, no response from Tavcor York. All she told me was that VWSA is going with the story Tavcor York gave them, they will not help me under warranty, and said exactly the same thing Chris at Tavcor York alledged. That was the last I heard from VW Customer Care. DUE TO THE SLACK AND SLOW RESPONSE OF VWSA, I OPENED A CASE WITH MIOSA(MOTORING OMBUDSMAN) ON TUESDAY 2ND MAY 2017 ALREADY. I ALSO ENQUIRED FROM MY LEGAL ADVISOR, AND THEY SUGGESTED THEY WILL ALSO FIRST ALLOW MIOSA TO SORT OUT THE QUERY BEFORE CONSIDERING OTHER AVENUES TO RECTIFY THIS PROBLEM. Only after MIOSA started dealing with the case, Chris phoned me Tuesday 9th May 2017, stating that VWSA will send an external assessor from the factory down to assess and for a second opinion on Monday 22nd May 2017. FRIDAY 19TH MAY 2017 I TOOK MY CAR TO VW DUPLESSIS IN OUDTSHOORN FOR A ROUTINE SERVICE, THEY DIDNT FIND ANY ISSUES WITH MY CAR'S EXHAUST AND CAR WAS SERVICED PROMPTLY. FIRST GOOD CUSTOMER SERVICE I RECEIVED EVER SINCE THE INCIDENT. Monday 22nd May 2017, I took my car in to Tavcor York VW, and service agent Ivan Harris greeted me. His opening response was unwelcoming, stating that my car is there to fix the right CV joint and if warranty revokes it, I will have to pay for the labour and the parts myself. I got quite agitated and asked him if they aware my car is here for second opinion from the external assessor, to which his response is, he does not know anything about that. Only few minutes later then he stated that the assessor and Chris are in a meeting when I asked where they were so I can see them and confirm my enquiry by them. My car again was there the whole day. Picked my car up at 5pm, and all I was told by Ivan Harris is, they assessed the car, and they will get back to me. Today, Tuesday 6th June 2017, I'm still waiting for a response from either VWSA or Tavcor York VW George. No response. I phoned MIOSA Friday 2nd June 2017, and spoke to the agents, of which they said they requested a written report from VWSA on May 30th already, and have not received any feedback as yet. MIOSA also stated I must just wait, I should wait up to 6 weeks before calling back!! I'm driving a car thats in need of fixing, its getting worse, feels like something can break at any point of time now, and it seems like no one at VW gives a ****. Starting from the false allegations that Chris can't even back up or prove, if my car was modified, they should have picked it up with the 3 previous services or on their computers. The silent treatment from VWSA and Tavcor York VW, as well as the treatment from their service advisors, Alta and Ivan. I WANT MY CAR SORTED OUT, BUT AFTER ALL THIS, I WILL NEVER BUY ANOTHER VW AGAIN, AND AM JUST WAITING TO SORT THIS CAR OUT SO I CAN SELL IT AND MOVE ON TO ANOTHER BRAND WHO KNOWS HOW TO TREAT THEIR CUSTOMERS PROPERLY AS WELL AS ONE WITH A MOTORPLAN THATS NOT PATHETIC AS VW IS.

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