Paid for a Major Service – Still Waiting for Proof the Work Was Done

I entrusted my 2021 VW T-Cross to VAG Spec Menlyn for a major service on 11 May based on their reputation as South Africa's largest independently owned VAG specialist and their claims of employing highly qualified technicians and following strict quality standards.

Unfortunately, my experience has left me questioning whether the work I paid for was actually completed and whether the vehicle was subjected to the quality checks advertised.

After the service:

• I discovered that the cabin (pollen) filter, which was invoiced as replaced, appears not to have been replaced. I have photographic evidence showing a 2023 date marking on the installed filter.

• The engine underbody splash plate came loose shortly after leaving the workshop and on my drive home, resulting in damage and the need for replacement.

What concerns me most is not only the workmanship issues, but the complete lack of transparency and accountability that followed.

I requested:

The service job card Confirmation of all parts replaced Proof that replacement parts were purchased and fitted Quality assurance records confirming the vehicle was checked before release A call from the Regional Manager to discuss and resolve the matter

To date, I have received no meaningful response and no supporting evidence that the invoiced work was completed as claimed.

As a customer, I believe it is reasonable to expect that when a workshop invoices for replacement parts, they should be able to provide evidence that those parts were supp**** and fitted. Likewise, when a vehicle leaves a workshop with components coming loose shortly after service, there should be a willingness to investigate and engage with the customer.

I have exhausted all reasonable attempts to resolve this matter directly and am now pursuing formal escalation through MIOSA and other consumer protection channels.

My intention is not to damage a business's reputation, but to share my experience and allow others to make informed decisions based on how this matter has been handled.