Toyota

I recently bought a brand new (2021 model) Toyota Starlet from Toyota Kempton Park as I wanted to avoid problems often experienced with preowned cars. I serviced it earlier than the first service was due for its first service as we were going away in December. The service was done at at Toyota East Rand. On Thursday, the 6th of January, I heard a “whiny noise” from the car while driving so I took the car straight back to Toyota Kempton Park that same day (I was starting work on Monday, the 10th). I was advised by the service manager that it was the gear box and since the workshop was still closed, I should bring the car back on Monday, the 10th of January. Further, he reassured me that I could continue driving the car and not to worry. When I asked how long the car would be in for as I would have to make a plan to get to and from work. His response was that it would be a day or 2. I borrowed my sister’s vehicle for the two days my car would be in at the workshop and it would work out well and she was only returning to work on the Wednesday. On the 11th of January, I called for an update on my car and was informed that it needs to be sent to a gear box specialist. I enquired about the possibility of a courtesy car as I would be out of a car and was initially advised, that this would something that would be done in “a day or two”. To this, I was informed that the car would first need to be diagnosed, then they will have to check if they have the parts needed and only then will they put in a request for a courtesy car. Although I couldn’t understand the logic of this process, I accepted and made arrangements to get to and from work. On Thursday, January 13th, I called Toyota again and was advises that my car still not been sent and they will give me an update soon. The next day, the Friday afternoon (14th) I called again and was advised that my car is gone in and they are waiting for a quote with the diagnosis and once they can see what parts they need they will request for the courtesy car. As you can imagine how very frustrating this already is, on Monday the 17th, I still had no wheels diagnosis or any ETA on when I would be getting my car. I subsequently called head office to complain and I was told this is not right and they were going to find out what is happening, arrange a courtesy car and they will give me a call back shortly with answers. They never called back and I still did no have answers. On Tuesday afternoon the 18th, I called Toyota again and asked them for a diagnosis and they said that my car needs a gearbox recon. There aren’t any parts at the moment but will put in a request for a courtesy car. A gearbox recon on a brand new car at 15 000km. Please explain??? Later that day one of the service advisors called me to say he has put in a request for a courtesy car but does not know if or when it will be approved. However, he was kind enough to offer me one of his 2nd hand Hyundai’s that is on the floor until such time as he can understand and hear my frustration. If or when the application is approved for the courtesy, then I must bring this car back and collect the courtesy car.

I still have no answers to when I’ll be getting my car back, or when parts will arrive.

I am very, very disappointed by the service from Toyota SA and the Kempton Park branch. Even though I loved every moment with my new car, I will never ever recommend Toyota or buy a Toyota again.