Halfway Ford Waterfall Service department - jack yourselves up!

Halfway Ford Waterfall - Service department

This year alone, 2024, we have taken my vehicle to the Halfway Ford Waterfall 5 times for the same thing.

When we brought it in for a service in about April of this year, we made it known that there is a knock coming from the rear of the vehicle. When we got the car back from the service we were told they could not find anything. The problem persisted, and my husband, took the service manager for a drive so that he can hear it. He was not sure what the problem was caused from, and after the vehicle being there for the technicians to have a look, they thought it was the diff bushes. We then waited almost a month for the parts to arrive from Joburg and brought the vehicle in again, this time for the diffs to be replaced as this apparently was the problem. Low and behold, the vehicle was still making the SAME knocking noise. Albeit quieter at first it eventually got louder again. We brought the vehicle in AGAIN and they said that something was loose, tightened it and had solved the problem. Should the foreman have done their job correctly, we should not have received a vehicle back where firstly we are still experiencing the same issue and secondly there was something loose. Had they simply taken it for a drive they would have found this before we got the vehicle back. At the same time, they had to replace the switch which controls the drivers seat, and the cover was not put back on properly. I had to then wait for this to be done.

Well, I have dropped my vehicle off AGAIN on 20 June 2024 – FOR THE SAME ISSUE.

I had emailed the DP and she asked the service manager to fill her in.

On 28 June 2024, I received a call from our service advisor, saying they want my husband to come to the service department and take the service manager and technician for a drive again to make sure he is happy. They had told him that the steering column AGAIN and they cannot hear anything else. When driving with my husband, they heard the noise 3 TIMES!

The guest experience manager told me that it is our driving style. What nonsense! When I drive it, or my husband drives it - it does the same thing. She also said that now that my husband has taken them for a drive they can hear it. However, THE SERVICE MANAGER IS WELL AWARE AS HE HAS DRIVEN WITH MY HUSBAND AND KNEW ABOUT IT!

They then replaced the prop shaft. And guess what - IT IS STILL DOING THE SAME THING.

They then had people come from Ford to look at the vehicle and told the technicians in the workshop what to look for.

They have now ordered a new prop shaft and waiting for that part to arrive.

My father-in-law went there to find out what is happening, the DP said she did not know what is happening - which is utter nonsense, as I had sent her an email, was copied in the other emails AND she had responded. She was also "not aware" that we had a courtesy vehicle. Which was also in one of the emails.

I thin received a phone call yesterday (06.08.2024) saying that THEY HAVE SOLD THE COURTESY VECHILE WE ARE USING and need to collect it and will give us another courtesy vehicle.

How can you sell a vehicle that a customer is using!!!!

To our service ADVISOR - THANK YOU for the constant updates, I do really appreciate it!

The rest of the service department - sort yourselves out / make sure your staff are trained.