NTT VW King Williams Town dealer

In May 2018, I took my vehicle to NTT VW King Williams Town as it had a flashing red light on the dashboard. Checks were done on the car to see what could be causing the red light to be on. Upon their inspection/findings, the car need a new EGR cooler and the other part on the cooling system to be replaced. The total cost of the repairs amounted up to R16001; the insurer (Innovation Group) paid R6001 as they said that was the maximum cover for the claim, so I had to pay R10 000 out of my pocket for the repairs. I took the home in June as VW said that everything was good. Upon a drive to East London, the red light came on again; I did not drive the car on the weekend as I was afraid that maybe it would overheat. I took the car back to VW again for them to look at what was wrong with the car; VW went ahead and checked what was wrong with the car as they had contact with the manufacturer. June and July went on without knowing the what was causing the car to overheat according to them; then in August, they asked if they can check on the engine if there is nothing that is causing the water not to circulate in the car. Out of all of these tests they told me that they need to check the top and bottom part of the engine, and the cost will be over R100 000 for everything. The insurer asked if I could get a second opinion on the matter as the price was way high; when I told them about the second opinion matter,I was told that I or the insure must pay for the stripping of the vehicle that was around R9 000. I asked if the money if it could not be take from the R10 000 that I paid as the repairs that were done did not resolve the problem and they can put back what was on the vehicle as they assumed that the EGR cooler and the other part that were replaced the first time were not faulty. I was informed that the replacements were already done.

My understanding was that if I as the customer go to the dealer for repairs, they are liable to make an accurate diagnosis and repair the car. Now I have paid R10 000 for replacing things that were not faulty as they did not resolve the problem; unlike if the car had break pads problem then the dealer replaces them, after taking the car, then I experience a different problem on the car like shocks. My understanding is that those are 2 different issues and I am liable to pay for the repairs unlike the misdiagnosis from the dealer on same matter.

Example: when a customer takes a car for a service, whether minor or major, customer is informed of the job to be done. After that the customer is informed of what needs to be replaced when the dealer thoroughly service the car - things like break pads or wiper blades, that might not be covered by the insurer.

I do not understand why do I need to keep the parts replaced when they are not faulty. I am not liable for the incorrect part replacement. I have been too patient with VW - the month now is September and the vehicle finance and car insurance are not waiting until the car is repaired, as I am liable for the payment whether I drive the car or not for the past 4 months. Money spent on the car insurance and installment is over R14 000.

Regards Ziyanda