Shocking Service and Lack of Accountability from Bidvest McCarthy VW Umhlanga

Complaint Type: Service Complaint / Damage to Vehicle / Lack of Accountability.

I am writing this with absolute disgust about the terrible service I received from your branch.

On 8 May, I brought my car in for a routine service. After collecting it, I noticed new scratches and a dent – damage that clearly occurred while in your care. Service Advisor acknowledged this and took photos for the Workshop Manager. I was told to expect a follow-up the next day. To this day, despite multiple calls and messages, no response from the Workshop Manager.

On 16 May, I visited the branch in person just to get an update. The Workshop Manager then took additional photos and advised that he needs to review the camera footage to conduct an investigation which resulted in him requesting three quotes for repair (from his recommended panelbeaters). By 28 May, I submitted two, and expressed discomfort with the third option (Option 3) due to unprofessional conduct and their refusal to send me a quote directly.

Despite this, on 11 June, I was told that Option 3 had been approved for the repair – completely ignoring my concerns. I immediately requested their quote via email. No reply. No follow-up. Nothing.

I’ve had to chase after the team for weeks for a resolution. The complete lack of accountability and urgency is unacceptable.

I am beyond disappointed. Your branch has failed in every aspect of customer service. I demand a prompt resolution and proper communication.