The New Buffalo Pass Total garage East London can’t be trusted with customer vehicles

I went to the a Buffalo Pass Truck in Fuel Service station for a car wash , on Friday 11 October around 13:55 . I left around 14:45 rushing for a virtual meeting scheduled for 15:00. I parked my car inside my yard at home and after the meeting I parked it in its usual spot. The next day I went to church and went via a friends house to them up , when my friends son was opening the front passenger door it got stuck, and that is when I realised that it was damaged . In the afternoon after the church service I went back to the fuel service station to report the matter. The manager on duty gave me his contact number and promised to investigate and revert back to me. On Sunday afternoon I made a follow up and I was told the matter has been escalated to the operations manager, and they will get back to me the next day. Monday I checked again, and I was given the same response that the matter is with the operations manager who will get back to me the next day. I got agitated by the response and I was told that I should find time to come in person and meet with the operations manager. I was able to go Wednesday around 16:10 . I met with a certain Mr Smith , I requested that we view video footage for the day in question, he refused that I view it it’s him citing security reasons. He came back from viewing after an hour or more and asked for my contact number to send me pictures. I gave him but he said his phone was freezing as a result he was struggling to send the pictures. We went outside to view the car and he couldn’t figure out what could have caused the damage. He went and called on of those who were washing the car , who indicated that he couldn’t open the car on the from the front passenger door when he was vacuuming the car and he ended up using the drivers side and he thought the car came like that.

I asked for the pictures again, Mr Smith said he needed to delete some information from his phone his memory was full and couldn’t send the pictures. The next day on Thursday I received pictures 3 pictures 2 of them side by side and the 3rd one separately . The first pic was showing the car entering the premises of the service station on the 11 Oct 14:45 , the second pic was the one the car came back on Wednesday for the meeting with Mr Smith and the separate pic was showing the car outside the premises when leaving the car was on the 11Oct around 14:50 . I went back to the service station seeking clarification on the pictures they sent and Mr Smith continued to show me an arrogant attitude. I asked to be shown pics of the car when it was in the washing bay , and he denied. I went home and contacted Total energies customer care and I was given an email to lodge my complaint, which I did last Friday 18 Oct . Today after I made a follow up with the Customer Care team (Ricky) I was sent the response below:

“ Site provided pictures of when customer vehicle left our site on 11th October 2024 at 13:45 pm of which clearly shows no alleged damages. The second photo on 16th October 2024 at 16:10 shows same vehicle entering our station with visible body damages.

Vacuum cleaner is a cylindrical equipment and it is impossible to cause such damage visible on photos from station.

The only way for this to be solves is for customer to open case of damage to property and our judicial system will assist in finding a solution.”

I am highly disappointed by the way Total Energies have dealt with this issue, I feel undermined especially as a woman and I was hoping that Total energies would assist me better in dealing with this issue.