Abysmal Service

Every time we have taken our Caravelle in for a service we have had a bad experience. Either parts are not in stock or immediately after the vehicle comes back the problems start. Also, our perennial curse is that VW for some reason cannot keep our motor plan documentation in their database........

We have endless issues with our motor plan. Every time the vehicle goes in for a service or breaks down and needs to be towed we call VW services where we are told that we are no longer on a service plan. The first time the vehicle broke down was only a couple of days after a service. We had to pay for a towing service ourselves as we could not wait for them to sort out their database issues as the vehicle had broken down in a dangerous area. To date we are still waiting for the refund more than a year later!! All calls to the manager, who gave us his telephone number, remain unanswered.

The repairs to the vehicle took more than 7 weeks!!! We were not offered a courtesy vehicle and when we asked for one we were told there are non available. We had to hire a vehicle at our own expense. We never received any feedback unless we phoned. After numerous excuses the vehicle was finally ready.

After this terrible experience at VW Bellville we decided to try our luck at another dealership.The Caravelle broke down again, this time it was the alternator. The car had to be towed again. Once again, when we phoned we were told again that we had no service plan! After arguing they said it was sorted out and someone came to tow the vehicle. Again we had to hire a car at our own expense as there was no courtesy car available. Heard that one before....

The latest incident is the straw that has almost broken the camels back.... The vehicle has just come back from VW Kuilsrivier and broke down the same day. We called for a tow only to be told again that we have no service plan. Once again after arguing we are told that it is sorted out on their system. Heard that one before....

So now we sit and wait for a tow truck to arrive.....