Horrible Staff and Service

Please note I would like to lodge a formal complaint against the Woodmead Branch. I have never in my life experienced such a lack of professionalism and Customer Service.

I took my car in a week ago (28 Jan 2019) for a simple puncture repair (plug). After it was fixed and my rim was put back onto the car and i noticed fresh chips around where the Wheel Bolts are put in. I believe that they were quite rough with the fitment of the rim after the tyre repairs that led to the damage. I brought this to the attention of Solly who I believe to be a Sales Manager - he said that they will send this to get fixed tomorrow and it should be back to me in a few days. I was obviously a little irritated at the time as I take pride in the condition of my car in addition to the Wheels and Tyres. However people make mistakes and these things do happen. So I accepted that they would repair it timeously.

Issue 1: Faulty Loan Tyre I was instructed by Solly to bring in my car the next morning as a spare tyre would be ready and available so that they could send my wheel for repairs. I arrived and waited about 40mins before being assisted before I was finally told a spare would be arranged by Solly - there was clearly a lack of communication in the car bays as Solly did fully instruct someone to assist until i asked what is going on. Eventually after pressure - they put a wheel and tyre onto my car. This was at around 9:30am. I took my car and left. At 3pm i decided to go to woolies from work. As soon as I walked to my car - i noticed the loaned wheel and tyre was completely flat. When I took my car back to the shop - one of the guys working there said - the tyre that was on the loaned wheel was in fact faulty and that there was a tyre lying around that they were supposed to put on. This I have to say really made me angry - because if they were aware of this after I left, why did no one call me to say I left with a damaged tyre? I could have been in an accident or damaged my car even further. and then who would be responsible for the damage? There was zero remorse felt.

Issue 2: Communication From the moment I left my wheel for repairs (Tuesday Morning) up until Thursday afternoon - I had not received a single text or call from Solly or Tiger Wheel and Tyre. I in fact called the shop about 4/5 times asking for updates on the repairs and when I could expect the repaired wheel. I was even told by Solly that he would call the Supplier and that he would call me right back - but this obviously did not happen. This lack of communication as this fitment centre is absolutely pathetic. If you broke something of mine - how did it become my responsibility to micro manage you in getting it fixed? I should have been updated daily as to what is going. I did not even get.. I am sorry Mr Ranjith that you have to deal with all this but we will make sure it gets fixed! No - i got absolutely nothing, in fact I was made to feel as if they were doing me some sort of grand favour.

Issue 3: Chat with Manager On Friday (1 Feb) - this was going on to the 4th day without my wheel and tyre - I decided I could not take anymore and I needed to escalate this to the Manager. I chatted to a man by the name of Jaco - I explained every issue as mentioned above - Lack of Communication, Lack of Remorse, How I have wasted my time Micro Managing his staff etc etc - Jaco was very apologetic and said he would ensure that this gets sorted. He said they were expecting the wheel and tyre back at 3pm on Friday however if something comes up he would call me. He did call me on friday and said the wheel arrived however the paint is alittle wet in his opinion and that I should wait for it to dry. He said It will be ready either Saturday (2nd Feb) or Monday (4 Feb) depending on the weather. I said I am fine with that. He did not call Saturday. I called the shop today (Monday 4th Feb) - I was told that Jaco was not available. I told one of the guys (Sibusiso) on the phone that Jaco said my wheel was there from friday getting dry - Sibusiso said if that was the case the wheel should be dry. I told him I was coming through. When i got there - I was told that they cannot find the wheel and that Jaco is unavailable and that Solly would know what is going on.

Issue 4: Chat with Solly Solly was completely dismissive when I asked him what is going on. He kept walking away saying he needs to make a phone call to Jaco. Jaco did not pick up and at this point in time I was losing my cool. Solly eventually told me that the wheel never came to the shop on friday. I asked - how could a manager of this shop tell me that my wheel and tyre is here... and basically lie? Solly responds by saying that I in fact damaged my own wheel and that I was wasting their time. I wish I handled my response with a little more class -but I lost it - What kind of staff are you guys allowing to work in your franchises? after a week of the worst service I have ever encountered only to be told that I am basically a **** and that I have wasted their time? I asked him to show me proof.. there must be cameras showing my rims before and after they worked on it. He did not respond.

I believe that an investigation is clearly needed into this particular franchise as the service is SHOCKING and so are the staff. I am still without my wheel and tyre and still without any credible information as to where it is, what happened to it? and when am I going to get it back!

I would like Tiger Wheel and Tyre to call me immediately so that this can be resolved.