Formal Complaint - Ford Consolidated Auto

We were scheduled to book our vehicle in for a service on 23 April 2026 at Ford Consolidated Auto, a dealership we have previously used for servicing. During our prior visit, we experienced a significant administrative issue where the dealership did not have our underwriter, MySure, loaded on their system. As a result, the dealership was unable to finalise authorisation timeously, and we were forced to pay cash in order to retrieve our vehicle. At the conclusion of that previous service, we were expressly advised by the dealership that MySure had subsequently been loaded onto their system and that this issue would not recur in the future. Based on this assurance, we proceeded with confidence to make the booking for the above-mentioned service date. However, despite the prior undertaking given to us, we were informed at approximately 11:00 on 23 April 2026 that MySure was once again not reflected on their system. We were further advised that should the service proceed without authorisation, our vehicle would only be returned the following week, once authorisation had been obtained. This was completely unacceptable. During the previous incident, when we were compelled to pay cash for the service (in excess of R4,500), it took approximately two weeks for the dealership to refund us. In light of this history, it is unreasonable and unacceptable for the dealership to expect us to once again absorb the consequences of their internal administrative failures. As a result, my wife had no option but to return to the dealership and collect the vehicle without the service being completed. Throughout this experience, the response from dealership staff was limited to repeated apologies, with no meaningful effort made to rectify the situation, provide alternative solutions, or demonstrate any sense of accountability. The general attitude conveyed was dismissive and indifferent to the inconvenience and distress caused to us as customers. Of particular concern is the impact this incident had on my wife’s wellbeing. She suffers from anxiety, and the stress of this situation resulted in her becoming physically unwell to the extent that she had to ask the driver to stop en route to the dealer so that she could vomit. This experience has had a direct and serious impact on her health and has left us with an extremely negative impression of the dealership. The level of customer service exhibited by Ford Consolidated Auto on this occasion is, in my view, wholly unacceptable and deeply disappointing. As customers who have owned and serviced several vehicles under service plans, this being our first experience with Ford vehicles and Ford dealerships, it is extremely concerning that this is the standard of service encountered. The lack of care, ownership, and customer focus is shocking. I work within the motor industry and oversee relationships with multiple large clients and service centres. From a professional and industry perspective, the conduct displayed by this dealership is entirely unacceptable. In light of the above, I will not recommend this dealership to anyone, and I will be formally lodging this matter with MIOSA for further investigation. This experience has left a bitter and lasting impression and reflects extremely poorly on the brand and its representatives.