Bryanston Dealership - ********* Service, Horrible Treatment and Repair,Worst Dealership

How Volkswagen Bryanston service is resolved, making a client (Me) pay for something that they do not need clarity of and the information is never given to the client and they must just live with it. I have been accused of information I thumb sucked, authorization I never granted basically I am lying but when I ask them to prove the accusations and the matter at hand that they claiming is worn out, I am just told that they will put back the old one and give me my car back without answers on how they got to the conclusion of the part being damaged and how it got damaged when my car has been leaking for days but the thermostat was gauging still to 90degrees , what proof now do I have that is it my old one being put back because how many polo gti of the same spec come to the dealer?, how many defaulted or worn out parts do they have access to? when they dealership has showed me that they cannot be trusted already, and that their swrvice is ********* from this new technicians that I have. When the dealership has already had 3 of their technicians leave (how did they leave). But I am given a take or leave it service that my extended warranty and have to cover? Are these the policies that Volkswagen South Africa encourages that dealerships to treat their female customers like this because its know that we have no clue about vehicles. I just took my car in for major service in October last year 90kms, the parts were not picked up? They refusing to give me my computer reports requested from the emails below. They refused to give me answers because my duty is to get to the dealership and just pay? That is the policies of service delivery at Volkswagen South Africa? This is how things are resolved when clients receive unsatisfactory service? After 2 cars purchased in the Hatfield group, about 8 years of being a loyal client and this is the service Volkswagen provides to its people?

From: Nigel Legge ********** Date: Wed, Jun 5, 2019 at 6:52 AM Subject: RE: Complaint - Service Advisor To: Theodora Khorombi ********** Cc: Cheryl Claassens ********** Tanweer **********

Hi Theodora

As per my previous email please let me know if you would like the vehicle repaired.

I have offered a resolution from my side to this issue.

Kind Regards

Nigel

From: Theodora Khorombi ********** Sent: 04 June 2019 23:48 To: Nigel Legge ********** Cc: Cheryl ********** Tanweer ********** Subject: Re: Complaint - Service Advisor

Hi Nigel

I hear what you are saying and I highly appreciate the effort to assist but this was not the only thing we concluded upon ending the conversation which you stipulated that you will email Cheryl and that I am welcome to take this to VW SA as they will not be able to assist me regardless nonetheless, I did.

This amount listed on email was this the amount sent to my warranty quote initially first when the car came in for service? As it is different to the claim from motorite I have, motorite authorised to pay R5235.63 if and should we claim from them.

With this being said I have also consulted with the parties I have involved in this matter and asked me to hold on until the matter has been concluded by the assessor, broker and insurance and vw sa.

The Assessor has not sent a detailed report to my insurance as he said in writing that he will send through a report once his done with the investigation. So this is still not concluded so I cannot really agree for now. If I remove the vehicle off the premises my claim/complaint will be void until a conclusion is decided upon in writing because now the assessor has changed and said he is still investigating on the matter, so I am not certain what they paying for its only verbal till this stage and how a conclusion was made upon if investigation is carrying on.

Fnb as my broker is challenging the verbal report given to me by the assessor. And I request the following from your side;

1. The computer box report when I booked in my car came in for 90kms service, in for current service, and post repair to speed up the investigation.

2. The policies and procedures of Volkswagen regarding this matter from vehicle booking stage, incorrect advisory because you have said that I thumb sucked what I sent to insurance, client service policies. I believe they are the same as Volkswagen SA but I would like to hear from you as the service manager.

3. A report or explanation on why the water pump which was claimed to be worn out and not new, and now is suddenly new; why was I as the vw client not informed seeing I supposingly authorized the repair? Why did I have to find out from the panel beaters 8 days later apparently after the vehicle had been repaired? Was it only picked up then?

3. A report on the wear and tear of the thermostat housing, on how it is not from the water leak and air coming through the thermostat, how is it possible for it to function correctly if the compression is disturbed. And lastly then on how you came about with the advice/report that the thermostat housing is damaged because the temperature was still gauging correctly at 90.

4. What is the repair procedure from if a vehicle like mine is seen with evidence of boiling coolant and a water pump leak. Which parts get replaced?

5. Why as a client to Volkswagen was my warranty information discussed with third party that has no business with it, how did the conversation get there with people that were meant to assess the car and give a report not discuss my warranty as I am the client and not them. I asked for them to be furnished with findings and quote hence I got my insurance involves but they have turned out to be your client seemingly. What are your policies saying with regards to client service and sharing information.

Please kindly furnish me with the systems and policies of Volkswagen regarding a client booking the car in for service, authorization if repairs, false advisory, client treatment at Volkswagen in the mean time while we await for the assessor that in writing I repeat has said he is still investigating on this matter.

And there parties involved in the investigation that need this that need this information in writing because we going around in circles of verbal hearsays.

Your response will be highly appreciated.

Kind Regards

Theo Khorombi

On Tue, 04 Jun 2019, 11:48 AM Nigel Legge ********** wrote:

Hi Theodora

I have negotiated a cost price from parts on the Thermostat housing which comes to R5765.00 inclusive of Vat.

The normal price was R8234.00.

Motorite will pay R4500.00 incl of Vat upon your instruction to them as the money for this claim is at this time reserved for the replacement of the control arm bushes.

You would be liable for the shortfall of R1265.00

The Panel beaters are paying for the other items on the cooling system.

Please let me know what you wish to do.

Kind Regards

Nigel

From: Theodora Khorombi ********** Sent: 04 June 2019 10:52 To: Nigel Legge ********** Cc: Cheryl ********** Tanweer ********** Subject: Re: Complaint - Service Advisor

Hi Nigel

Trust you are well,

As we spoke earlier, I am back at the office and charging my mobile. You may contact me anytime from now.

Thank you.

On Tue, Jun 4, 2019 at 9:35 AM Nigel Legge ********** wrote:

Hi Cheryl

I have investigated the matter as requested.

I am trying to contact the customer but her Cell number is unavailable.

I will continue to try and make contact.

Kind Regards

Nigel

From: Theodora Khorombi ********** Sent: 03 June 2019 20:32 To: Cheryl ********** Cc: ********** ********** ********** Subject: Re: Complaint - Service Advisor

Good Evening Cheryl,

Thank you so much for your prompt response.

I have emailed Tanweer and asked him to send me pictures of my damaged water bottle expansion colored by the boiling coolant but he has not and ignored my email and just responded to say should the claim be made on my warranty.

And to also send me proof of authorization because I have all emails of our conversation sending him to contact the panel beaters first but he did not do so and claiming I gave him authorization.

Furthermore he even went to the level of discussing my warranty status that It had agreed to cover it because this was before I realised that the water pump was replaced during the accident claim and the damages the water leaks caused on the vehicle. But why is he discussing my external warranty with people that have no business in my extended warranty with motorite but to pay for the damages the car had incurred.

Highly appreciated.

Kind Regards

Theo Khorombi

On Mon, 03 Jun 2019, 7:31 PM Cheryl ********** wrote:

Good Evening Theodora

I appreciate you bringing your concerns to my attention

Please allow me the opportunity to investigate the concerns raised when I get to the Dealership tomorrow

I sincerely apologise for the inconvenience and frustration caused to you

I will feedback to you as soon as I have carried out the investigation

Kind Regards

Cheryl

Sent from my iPhone

>

-- Cheryl Claassens Dealer Principal

You can view our email disclaimer at http://www.hatfieldgroup.co.za/edisclaimer.html On 03 Jun 2019, at 18:19, Theodora Khorombi ********** wrote: > > Hi Cheryl, > > Trust you are well, I would like to apologize firstly to you for such a long email. > > In the years that I have been in the Hatfield group since 2012 and serviced my vehicle at Bryanston I think since 2015. I purchased my polo gti 1.8 in the Hatfield group Braamfontein sold by Kim Jansen who is now your FNI. But now I have never received such ********* service like I have received from Tanweer and it is actually disappointing especially because I have only trusted Mohabart with my vehicle and experienced no problems and sadly he left so I gave Tanweer the benefit of the doubt and I regret it. > > I brought in my vehicle for service on the 9th May 2019, all went well he advised on the work needed to be done and so forth. He had done a claim from my warranty of components that need to be replaced and that they worn out, my water pump is leaking, my thermostat had a problem, my water bottle expansion turned orange in color. I then went home check my documentation from the job card done by the panel beaters and realized that had claimed for a water pump in August last year, how did that get worn out so quick. I consulted the panel beaters and they asked me to drop off the car at Volkswagen Bryanston and they brought a driver to bring me a courtesy vehicle. > > I informed Tanweer that I would be dropping off the vehicle on the 17th May, we had a chat on the way forward that I would send him the panel beaters contacts for him to give them a report that my entire cooling system is damaged because of the leak that kept my vehicle overheating and I did not really pay attention to it and thought the vehicle was just reacting as it would stop when I turned the engine off and it shows on the water bottle expansion, which I did the following Monday morning on the 20th May 2019 and it did not happen so I found out on the 30th May that parts were already replaced on the 22nd May 2019 when the assessor came to see it and no one had authorized for the cooling system to be done and this I hear on the 30th May. > > I asked Tanweer to wait on the claim of the thermostat from my warranty as the entire cooling system cannot fail from wear and tear altogether at the same time, so we must first resolve it with the panel beaters and it is not fair that I must cover a damage, so while my car is there he can do a brake flush service and replace the bushes so far from my side until we resolve the cooling system matter. So the panel beaters were kinda avoiding me on the outcome and sent an assessor who had the wrong info as he was told it was from accident damage who came so I involved my insurance and they began to attend to the vehicle. > > We had a chat about the damages the water pump causes, how I was not even aware that this overheating thing was that serious, and he explained what happens when the vehicle has incorrect amount of coolant, for that matter incorrect coolant, water pump leaks, the rust on the vehicle etc. and the dangers of the vehicle overheating. He assured me that the water pump could have not been replaced last year August it is worn out. Only to my surprise I hear from the panel beaters that the water pump had a stamp dated manufactured in May 2018 which Tanweer showed them and all this was new to me as he said the part is worn out and even did a claim on my warranty stating that. Surely if you removed a part date stamped manufactured in May 2018, it still has warranty on it. > > To my surprise today when the Bradley Naidoo (insurance assessor) and panel beaters were there to view the vehicle, Tanweer denied everything we discussed this morning 03 June 2019 regarding the cooling system. Agreeing that when the incorrect coolant is inserted on the vehicle nothing happens to it, the vehicle overheated because of the thermostat and not because of the water pump leak, that incorrect coolant will not damage the cooling system but my vehicle metals were rusted though, that insufficient coolant does not cause the car to overheat, basically the car engine can drive properly with improper coolant level, the thermostat will function properly if the vehicle overheats. You can see on my water bottle expansion that the coolant was boiling as it turned the bottle orange already but because I am female I was told all of that stories that everyone laughed at when I told them. > > So apparently I am liable for the account I did not authorize but the panel beaters will pay for the water bottle and water pump but just not the thermostat because according to Tanweer it was wear and tear which I have no proof of seeing that I have stablished that he twisted all this and changed completely when he was with the insurance people and panel beaters suddenly. So I need proof that them thermostat was from wear and tear and not the vehicle overheating because of the things mentioned above, and the vehicle did not overheat as he said to the panel beaters and decided that I made this all up. > > I did not authorize the fixing of the cooling system and he **** saying I authorized it and that just threw me off because he **** about everything regarding sorting my vehicle out. He then has the nerve to say that my warranty will cover the costs of a damage that he has already **** about and I am supposed to be paying for it. He has not done the bushes on my vehicle when it was authorized last Thursday 29th May 2019 for him to do but he chose not too, why? To lie? > This has *****ed my relationship with Volkswagen Bryanston after so many years in the Hatfield group that I want my vehicle out of there and never returning there again. > > Your prompt response will be highly appreciated regarding this matter because there is a job card open that he claims that I authorized and I ask proof of that and my vehicle is still in your premises. > > Looking forward to hearing from you. > > Kind Regards > Theo Khorombi