Unhappy Client!! No response from Management!!

Good Day Gary

I trust the below email finds you well.

I've been servicing my car through Ford Edenvale for the past 3 year (Going onto 4) because I've always received great service from your branch.

I've always been booking in my car with Lezil as she gave me the best service and always kept me updated. I booked in my car last year and I was assisted by Cindy and there was no communication during the day from her, I received a call from Wesley or Jason (Can't remember) to advise me that my car is ready for collection.

I waited for about 20minutes to finish a conversation with one of his colleagues until I was assisted and I was then only given my car keys and I left. I never checked my service book because usually Lezil stamped it for me. I've informed the staff when I dropped the car last year that there is a broken piece of metal close to the engine and that it keeps on rattling and making a noise.

In June 2022 my father noticed that it's still broken and I never bothered to check it until my father noticed it.

The CEO of the company that I work for advised me on the 28th of June that I need to fly down to Cape Town, Durban and Plettenberg Bay on the 29th of June to train all the new staff and that I will only be coming back at the end of July (I can send you my flight tickets, if you would like to see).

I knew that I had to service my car in July and I informed your staff beginning July that I won't be able to bring the car for a service, and that I will only be able to bring it in August once I am back. I was advised that it won't be a problem and that I should enjoy the trip.

I phoned the branch again on Friday to book my car for the 4th service on Wednesday (10 August) whereby I was then told that my service plan expired on the 24th of July and that I will need to pay cash. I was never informed that it will cancel on the 24th nor received any notification from Ford stating that it will cancel.

I went to check in my service book to see when the last service was done only to see that the last stamp was in 2020 when Lezil assisted me.

Can you kindly assist me as I've been battling since Friday getting hold of someone to service the car. I've phoned Ford's Customer service 3 times and I've been advised all 3 times to contact Ford Protect however I am not getting through to anybody.

I've been so happy with the service for the past 3 years that when I serviced my car this year, I wanted to speak to your sales team to sell my car through your branch and then buy another vehicle through your branch and I've actually checked the website since January to see what stock you guys get.

I would appreciate your assistance with arranging a service for the car as I've been informed that there is usually a grace period on a service plan, it was not my decision to not service the car but because I had to travel for a whole month I could not do that. The service team needs to be informed as well that it's their responsibility to keep their clients updated and to make sure that service books are stamped before a client leaves the branch as it's not the clients job to make sure their jobs are done and it's not for the client to make arrangements to get it stamped again or being questioned when wanting to sell the car about the service history and that I've ''skipped'' a service.

I look forward to your response.