VW Autohaus Centurion poor staff and extremely bad experience.

Extremely disappointing experience

I am extremely disappointed with the service we have received from NTT Autohaus Centurion.

We booked our car’s annual service on 18 July and received the confirmation SMS on 20 July. We specifically requested Monday, 10 August, and asked whether it would be okay to bring the car in despite it being a public holiday. The staff member who assisted us, Laurens, confirmed that it would be fine to bring the car in on Monday.

The appointment was booked for 07:00. We arrived at approximately 06:55, but there was nobody there. We waited until around 07:10 and, with no staff available to assist us, we left.

However, we returned at approximately 07:30 and found other staff members standing outside. We were not even sure whether they were there to assist customers, so one of the staff members contacted Laurens to find out whether he was working that morning. Laurens confirmed that he was not working.

After leaving, we received a confirmation SMS stating that our appointment had been moved to Tuesday, 11 August. This change had been made without our consent and without anyone contacting us to explain why.

I then phoned NTT Autohaus Centurion on Tuesday and spoke to Amanda. I explained the entire situation, and she informed me that the store manager had apparently asked whether there were any bookings that needed to be handled on the public holiday, and the answer was apparently no.

This raises a serious concern. If Laurens knew he was not going to be working on Monday, why was our appointment confirmed for that day in the first place? And why was our appointment then simply moved to Tuesday without anyone contacting us? I understand that mistakes happen. What I find unacceptable is the lack of communication and the fact that a confirmed appointment was changed without our knowledge or consent.

I then asked Amanda whether the car could instead be serviced on Saturday, as that is the only day we are available. She told me that she would book the car for Saturday. We are still waiting for confirmation of that booking.

At this point, this entire experience has been incredibly frustrating. We made the booking well in advance, confirmed the date, arrived at the agreed time, and were then left trying to figure out what had happened ourselves.

A confirmed appointment should mean something. If a dealership needs to change a customer's appointment, the customer should be contacted and informed beforehand.

This experience has seriously damaged my confidence in NTT Autohaus Centurion. I sincerely hope this is not how all customers are treated.

Do you lie to all your customers, or was our experience simply an exception?