ANGRY CLIENT

It all started when my vw polo clutch plate got burnt and I first had to take it to a panel beater. When my car was done being painted, I had to call vw road assistance for them to come tow the car and take it to a vw dealership and the closest one was in Ballito ( bare in mind that my car has a factory warranty that covers any repairs to the engine so I really don't have to pay for anything). So the dealership contacted me the same day and told me they were sending through a tow truck that will take my car to the ballito for them to fix it. The car arrived early in the morning on saturday at the dealership but they told me my car will be fixed by monday latest. On monday they called me and told me they will strip my car and check for any problems when I clearly told them what them what the problem was. Tuesday morning I received a call and I was told that the warranty does not cover the clutch, even though the clutch is part of the gearbox system, and theres a guy named Oman who was supposed to tell me all of this but instead sent someone else to tell me this and this guy told me I have to pay R18000 because the warranty doesnt cover the problem I have. I told this guy that I will call him after 20mins since I wanted to call my insurance company ( Budget Insurance ) which covers for everything relating to my car, so I spoke with my insurance agent and they told me that they will cover any cost of the repair. My insurance company told me that they will contact the dealership and sort out everything. So then I call the dealership to ask if everything is fine and if I will get my car back the same day, the very same guy sent by this Oman told me that Oman will call me back and tell me that they cannot accept the cover by this insurance company since they do not have an account with them so I need to pay cash and later claim from my insurance. I waited the entire day until I called them again to ask what is going on with my car and thats when they started giving me problems. They redirected to every single employee including the manager who also denied that he was the manager ( what nonsense?! ). So I told them that I will call VW South Africa to tow my car to another dealer in Durban since Ballito dealership cannot assist me in any way but the dealership in ballito refused to give me my car back and told me I need to pay R3000 to cover the cost of stripping gearbox ( this is bull****! So they actually want me to pay for something I didnt ask them to do just because I asked them to fix my car ) and this really showed me that money matters far way more than a client to them and worse part I am a VW member. As I type this message my car is stuck at that stupid dealersip and I am fuming and really regret taking my car there. That dealership is a disgrace to the VW family and shouldnt even exist. The level of service is extremely bad and some intervention needs to be done about the dealership because it is ruining the whole VW brand reputation. S.P Ngwenya