Service with a smile

Dear Mr. Lochner and Team,

I am writing to formally express my gratitude to Toyota Vredendal for the exceptional service I ultimately received throughout my recent vehicle purchase experience. While we encountered some initial challenges, I am pleased to acknowledge that all issues were resolved satisfactorily, and I am thoroughly satisfied with the outcome.

On Thursday, 27 March 2025, I contacted Toyota Vredendal to enquire about a Toyota Corolla 2.0 Xr CVT 2022 model. I was initially assisted by your Automark manager, Mr. Dylon Cloete, and subsequently by Mr. Mattheus Saayman, who both facilitated the commencement of the purchase agreement.

During the initial discussions, Mr. Cloete informed me that the vehicle required some spray work and touch-ups due to marks left by the previous owner's baby seat carrier. Given my previous unfortunate experience with undetected spray work on my Toyota Fortuner 2.8 GD6 R/B 2018, I made multiple enquiries about this work to ensure quality standards. Mr. Cloete assured me that the work would be of the highest caliber.

The vehicle was delivered by Mr. Saayman, who thoughtfully presented me with a Toyota GR jacket, for which I am very grateful. He also informed me about two new tyres that had been ordered to replace the rear tyres, which were mismatched to the front Dunlop tyres. Although these tyres had not yet arrived at the time of delivery, they were delivered to me several days later as promised.

Following my standard practice with new vehicle purchases, I arranged for wheel alignment services. During this process, several issues came to light: all four rims were found to be bent, the two Dunlop tyres had only 30-35% tread remaining, the wipers were worn and left streaks, and the vehicle's Wi-Fi system was not functioning. Additionally, upon closer inspection with the assistance of a qualified panelbeater, we discovered that the vehicle had undergone spray work throughout, with visible paint bubbles indicating quality concerns.

I promptly communicated these findings to both Mr. Saayman and Mr. Cloete. Mr. Cloete agreed to have the rims repaired and provided two additional new tyres. New wipers were delivered within a few days. For the Wi-Fi issue, I visited Toyota N1 City, where a ticket was opened with Netstar and the unit was subsequently replaced.

However, due to the extent of the spray work issues, I escalated the matter by contacting the dealership directly and requesting email addresses for all relevant parties, including yourself. I am pleased to report that from this point forward; the situation was handled with remarkable efficiency and professionalism.

The original vehicle was promptly exchanged for another Toyota Corolla 2.0 Xr CVT 2022 model. The new tyres and wipers were fitted to the replacement vehicle, two bent rims were repaired by Toyota, and an Automark manager conducted a thorough inspection with me, confirming the vehicle's excellent condition. The few minor marks that were identified were addressed as agreed, and the vehicle was delivered with all requested work completed, including the towbar transfer.

I am delighted to report that during my recent trip to the Free State from 3-8 June 2025, the vehicle performed flawlessly and exceeded all expectations.

I would like to extend my sincere appreciation to the following individuals:

To you, Mr. Lochner, for your swift intervention and clear instructions that expedited the resolution process.

To Mr. Saayman and Mrs. Smuts, who demonstrated exceptional commitment by giving 150% effort throughout this challenging situation. Mr. Saayman's communication remained exemplary until the very end, even while he was traveling to Gauteng. Both individuals showed remarkable dedication and professionalism.

To Mr. Cloete, who ultimately delivered on his commitments and ensured a satisfactory resolution.

While this experience presented initial challenges, I am impressed with Toyota Vredendal's commitment to customer satisfaction and the team's determination to resolve all issues comprehensively. I am thoroughly satisfied with my current vehicle, as is my family.

Based on the exceptional service recovery demonstrated by your team, particularly Mr. Saayman and Mrs. Smuts, I would certainly consider working with Toyota Vredendal again in the future.

Thank you once again for your dedication to customer service excellence.