Bad service which service manager reckons is great service

Bad service from Elsabe and Raymond in the service department@ Pta north Toyota. My mom’s car had a strange noise coming from the front, she took it in on the 10th October and was told it’s the water pump that’s leaking. She left the car with the dealership and being that she has an extended warranty, she was told they would need to submit a claim to the relevant department. Elsabe who was the service consultant has not been giving us updates and for the times we called we were told they are still waiting authorization. Elsabe have us a number which we can phone and follow up about the authorization. When we phoned this number we were told that the dealership has not submitted any claims.

Today 16th October, I phoned the service department to follow up on the status of the car and asked to speak to the service manager who identified himself as Raymond van Rooyen (what an obnoxious man!) i narrated the story once more and said that their service is bad and pathetic and the response I got from him was that there’s nothing wrong with the service they offer their customer and more so the service we are being offered because the authorization department are the ones lying to us (in verbatim) about the authorization. He further said if I felt the need I can go and complain to Toyota S.A and he is adamant that their service is top rated.