Bad Service from Basil Green Edenvale

I would just like to take this opportunity to explain how Unhappy I am with the Service I received from this Dealership, Ford Basil Green Edenvale on 02 Dec 2024.

I had a bad experience about a year or two ago from this Dealership so I took my car to another Dealership after that.

On Friday, the front brakes on my vehicle started making a noise so I decided to give this Dealership another try, maybe things have improved since the last time I was there and it is the closest Dealership to my work. I booked my vehicle in for 02 Dec 2024. When I got to the Dealership, I left my vehicle with Johnson and everything was good at least.

Johnson called me at 08:34am to get details regarding my Service Plan, etc. He called me again at 13:20pm to say that the Dealership don't have stock of my Brake Pads so he will need Authorisation from my Service Plan and then check with the Parts Department when they can have stock but won't be today. I then asked him, if my vehicle won't be ready today, can he please then arrange a Loan vehicle for me as I need a vehicle for my work so he said that there are no Loan vehicles available. I explained to him that with the work I am doing I need a vehicle and don't have other Transport which he repeated that there are no Loan Vehicles available.

At 14:39pm I tried to call Johnson to get an update but he was not available so I left a message for him to call me back. At 15:20pm he still did not call me back so I called again but his phone rang to Voicemail.

At 16:19pm, I called and asked to speak to Jan, the Sales Manager, which I was told that he left already as he had an Emergency so I asked to speak to yourself but the line got cut off. I phoned back and asked again to speak to you. A Cathy answered and informed me that you are not available so I left a message for you to call me back which did not happen.

At 16:37pm, Johnson called me to inform me that my Service Plan only approved my Brake Pads now but there are no stock so my car will maybe be ready by Wednesday or later or he can get the Workshop to fit Aftermarket Brake Pads from like "Midas". That was his words. I again asked him, who the correct person is that can make a plan for a Loan Vehicle as I need a vehicle for work. He told me that Jan is the correct person and they will call him on his Cellphone to ask if he can assist with a Loan Vehicle. I expected a Call from Jan or Yourself at least but Johnson called me back and informed me that Jan said there are absolutely no Loan vehicles available and Loan Vehicles are only handed out to Customers whose vehicles are still under Warranty. I then told Johnson to cancel everything, I will collect my vehicle and take it somewhere else. When I collected my vehicle and left your Dealership at around 16:55pm, there were "Ford Basil Green" vehicles standing outside the Dealership in the parking.

To be honest with you, I brought my car to this Dealership because it is closer to my work for a Colleague to pick me up from there as I had to be at work early for a Meeting. I will not do it again.

I took my car to a Dealership closer to my home the previous time after I was not happy with the service at this Dealership. They went way more than just the "Extra Mile" to make me a Happy customer. They even assisted to drop me at my work which is a little out of their drop off radius. My car was also not done that same day so they made a Plan and assisted me with a Brand New Ford Raptor Loan Vehicle for a few days while my Vehicle was worked on.

The staff at this Dealership was not even prepared to go an Extra Step further to make me a happy Customer nevermind an Extra Mile. A Sales person from your Dealership called me today to ask if I do not want to Trade my car in for a new car and I said absolutely no. I am currently in the market for a Ford Territory or Raptor but I will definitely do the purchase at the other branch because I know what they are capable of and take care of their Customers, especially After Sales.

And the Dealer Principal can definitely take my word for it that I will post this message on other channels too.

I just hope that no other Customer goes through the Bad Service I received twice from your Dealership.