Toyota Worcester Service

I am writing to formally lodge a complaint regarding the unacceptable service I received at Toyota Worcester on 02 December 2025 during my vehicle’s 10 000 km interval service.

I arrived at 09:30 for my scheduled booking and waited more than seven hours with no communication or updates regarding the progress of my vehicle. After all that time, I was informed that my car had only been washed. This was extremely disappointing and entirely unreasonable.

The explanations given to me were also inconsistent and unconvincing. One staff member claimed that 33 vehicles were ahead of mine, which contradicts what I personally witnessed. When I arrived, there was only one silver V8 Cruiser booked before me, and that vehicle left between 12:00 and 13:00. Another staff member claimed that my vehicle only entered the workshop after 15:00 due to three major services requiring over 20 hours of work. If this were the case, I should have been informed immediately so that I could make alternative arrangements, rather than being left waiting in the service area for over eight hours without explanation.

To add to this unacceptable experience, I was handed a bill of over R10 000, which only aggravated the situation considering the poor service and lack of communication.

This experience does not reflect the level of professionalism or customer care I expect from Toyota. I am therefore requesting a refund for the service due to the severe inconvenience, lack of transparency, and failure to meet basic service standards.

I expect a written response and resolution to this matter.