Dissatisfaction of Service

I would like to express my complete dissatisfaction with VW Table View.

As of late the service levels have completely disintegrated at VW Table View.

My latest service experience has been one out of a book of nightmares.

I brought my car in for a service and aircon to be looked at. I was advised that my car may need to be kept overnight in order for the aircon to be seen to. I said no problem but please keep me posted with the progress so that I can plan accordingly.

I received a call at 1:10pm on the day from "S" (my service consultant) advising that my car is still being worked on. I asked whether there was an update as to when I would have to collect my car and S said she did not know yet but would call me back by 3:30pm to advise.

I did not hear anything back by 3:30pm and then tried calling numerous times between 4pm and 5pm to get an idea of what was happening with the car. I kept calling and most of the time the line for the service department just rings. I then left messages for S to call me back. I just needed to know what had been done on the car.

Previously when I had brought my car in I would be contacted during the day by the dealership with an update, previously I was offered balancing and alignment and for chips on my windscreen to be fixed. This time I had none of that. No updates, I didn't even know or had an idea of what was wrong with the aircon! (This was also the second time the aircon had to be looked at as the first time it was seen to I was advised there was nothing wrong and it just had to be 're-gassed')

S eventually calls me back at 5:10pm on the day to casually let me know the car is ready and I can pick up. How can I only be advised at 5:10pm that I must collect by 5:30pm!! I advised that I was in no position to make it there in 20 minutes so I am left with no choice but to collect the following day. I asked what was done on the car and what was the problem with the aircon, I was told that she would get back to me before 5:30pm before she left work to let me know what the service report said. No call came and my car was kept overnight.

Now let me explain the inconvenience of that day 1. I am a single parent with no family around. I have nobody else to assist me with my childs school transport or running around. I have to uber around when my car is booked in. If I could have been updated accordingly I could have planned better without the added angst of not knowing when I am getting my car back. 2. I missed my work year end function that evening which I could have attended had I known in advance that my car was in fact ready on time 3. I had to juggle the next morning around to make time to first uber to the dealership to collect the car which could have been avoided if I knew on time that I could have collected the afternoon before.

This is not even the worst part: I eventually received a call back from S the following morning to advise that actually only the service was done on the car and the aircon was not in fact fixed. According to VW Table View there is a stone chip on the condenser which is causing the aircon leak and the maintenance plan does not cover this. Not only was this not picked up the first time the car went in for the aircon issue but they refuse to provide me with a detailed report on how this supposed stone chip is actually in deed the cause for the leak in the condenser. I was advised that they cannot provide me with the report but instead sent me a picture which does not in any way prove their theory or prove this supposed stone is the cause for the issue - stone is not even visible in the picture. They quickly sent me the bill of almost R12K to have this fixed. This is a classic case of pushing the buck back to the consumer so that the dealership bears no responsibility.

I refuse to pay for this and demand that VW SA take responsibility in having this fixed as this should be covered by the maintenance plan.

I have been a VW customer since 2008 and have never experienced incompetence on this level. I am not one to make a fuss but this entire experience has left a bitter taste for me. I plan to escalate to the highest levels if this is not resolved ASAP.