Service Delivery

My complaint below on deaf ears,

My name is Brandon Gomez and on the 23 September 2019 my Toyota Quantum was taken to Toyota Tokai for a service. This would be the second service within two months at the branch. I have a service plan with motor rite and being the second service I took for granted that my details would be loaded on the system. My wife took the vehicle in with the service book in the pouch and she wasn't asked any questions if it's a service plan or a cash service, the keys was taken and my wife left.

Later that day I got a call from Liezel saying my windscreen has minor chips and would I like it fixed. I said yes and asked my uncle to drive up and pay for the extra costs as I could not go through myself as I work all the way out in Tableview. Upon paying my uncle was told that he needs to pay the whole bill service and the windscreen. I explained to him that my details should be on there system and that he should only pay for the extra work done.

I asked to speak to the manager on duty and I was treated like a ***** on the phone as I simply stated my case that nobody asked if the vehicle has a service plan and how would I be getting home as that is my only transport. My uncle was forced to sign forms and I was interrogated for my own vehicle and that if the 3rd party doesn't cover the service I would be held liable. I am not an employee of toyota but it felt like I'm being reprimanded for not doing my job.

Two days later I asked my uncle to follow up at toyota if the service was approved as I did not hear from the dealership and to also collect the service book. Only to our surprise we were told there was no service book. I feel that we were treated like ****s and to top it all off for opening our mouths our service book miraculously disappeared and I would like to find out if someone could assist in getting a new service book.

The below individual details

Nomvula Ngqulunga Customer Relations Toyota South Africa Tel: *** Fax: ***

Suppone to handle my complaint taking the side of the company as usual. I asked if footage was checked, no reply. A scanned in piece of paper with circles drawn on afterwards stating no book when there was a book in the pouch.

Will someone assist or is this the standard of service delivery in South Africa from Toyota South Africa