Poor Customer Service

Good day,

I would like to formally raise a complaint regarding the service I have received from VW Brits, North West.

Your team fetched my vehicle from my home, which I appreciated as it was quick and efficient. However, the experience thereafter has been extremely frustrating.

I contacted your office to request updates, as this is my only vehicle, and also enquired about the possibility of a loan car. I received no clear feedback on this.

Later, Cynthia contacted me and informed me that the issue was caused by a rat chewing on the pipe. I explained that there were no signs of rats and that I had personally seen where the leak was. I requested photos for clarity.

After receiving a video from the technician, it was clearly visible that the pipe was torn/worn, and he confirmed that it was not caused by a rat. He even questioned who had provided that information. After I mentioned Cynthia, I was told the matter would be sorted out.

My brother then called to better understand the situation, as he has more technical knowledge. During this call, the manager displayed a very poor attitude and stated that assisting us was “a favour.” This is unacceptable, as customer service is not a favour but a standard expectation.

Since then, I have received no proper feedback. This morning, I again had to follow up myself. I spoke to Lucky, who was helpful and said he would call me back, but two hours passed with no response, and I had to follow up yet again.

Now, the explanation has changed back to the pipe being chewed by a rat. When I requested to speak to the manager again, I was met with an attitude from the start, no willingness to assist, no clear plan, and poor customer service. I was simply told that if I am unhappy, I can come and fetch my car.

Additionally, my vehicle is still under warranty, which makes the handling of this situation even more concerning.

This level of service, inconsistent information, and lack of professionalism is extremely disappointing.

Kind regards, Zanelle-Anne Joubert