Poor Service

In March 2021, I bought a VW troc from Barons Pietermaritzburg.

I think a year later the sunroof started making funny noises and I reported it. The car was then booked with VW barons Pietermaritzburg. They checked the sunroof and said they have fixed whatever that was a problem.

Few months later, the sunroof started with the same problem and I booked it in with VW PMB. The sunroof was replaced with the new one and the process took +- two weeks to have the car fixed. Luckily they were able to provide me with a courtesy car.

Few months later I experienced the same problem and I took it in again, they checked it and said the issue has been fixed. This was sometime this year.

End of July I relocated to Pretoria and experienced the same issue. I booked the car with VW Hatfield, they took it in and said they don't know what the problem is. They said they will have to take the car indefinitely since they're not sure what might be the issue.

On the 2nd of October 2023 I returned the car to VW Hatfield and they said they don't know when will I get it back.

Same day, I escalated the issue to VW SA to because it was now a concern to me that I have been reporting the same issue over and over again. My case was assigned to Amanda who is not helping me with anything, instead she calls me once or twice a week to give me the update that I already have.

My car is not back yet since the 2nd of October 2023. On the 11th or 12th October 2023 the guy from VW Hatfield called me and offered me a courtesy car which required me to pay R4000 refundable deposit with the access fee of R13 000 if I get involved in an accident.

I questioned Mandy about the R4000.00 deposit and her answer was that dealerships operates differently. My question was based on the fact that VW PMB offered me the courtesy car on the day they took my car in and I did not pay any deposit. With VW Hatfield they only offered me a courtesy car after two weeks because I am black.

I told Mandy that I have been a loyal customer with VW since 2011 and after this incident and the service I am receiving from them, I told her that I will never ever again buy a VW car and her response was that she is sorry to hear that but unfortunately there is nothing more she can do to assist until they find the root cause of the problem.

VW failed me because I am a black female, but if it was someone from another race they would have resolved this issue the first time it was reported. I have reported it four times and the head office is not even worried and it doesn't bother them that the car has been with VW Hatfield for three weeks.

This is really disappointing, it showed me that VW does not have standards and they don't care about their customers.

This week I am the one who is calling in for updates and no one is saying anything to me. This is unacceptable.