Easy to Take Your Money, Hard to Fix Their Mistake

I took my car in for a service and the actual work seemed fine. A few days later, I realized my service book was missing from my cubbyhole. I contacted Tania, who confirmed they had it, great, mistakes happen.

What’s not great is everything that followed. 5 days went by, and no news or confirmation on her returning it, so I followed up.

I provided a very convenient drop-off address in Observatory (a quick drive), as I live all the way in Blouberg - and then the excuses started. Tania told me it would be delivered Monday. Monday came and went. Then Tuesday “after work.” Also didn’t happen, then Wednesday came - no service book. Now we’re at Thursday, and it’s just been a string of promises with zero follow-through and no proactive updates.

I’ve been patient and polite this whole time, but it’s frustrating how quickly urgency disappears once they’ve been paid. Fixing a mistake they made seems to be treated as optional. I haven’t gone in myself out of principle — I shouldn’t have to rearrange my time to correct their error when the solution is literally a short drive.

Really disappointing experience. I was planning on continuing to service both my cars here, but this has seriously changed my view. Customer care clearly ends at the till.