Southern Toyota Trade Route Mall , Bad service.

I am disappointed with the 100 000 kilometers service I received from Southern Toyota at Trade Route Mall. Been taking the car then since 2020. Had excellent car servicing assisted by a guy named Sticks, he knew his job and how to keep the clients happy. However, with the 100 000 kilometers, from the 04th of January to the 11th January, been struggling and I am not happy with the new person (Fareen) who was assisting, as even today do not have my car with me. Below is how things unfolded

• Firstly, called to book the car in and was given a date of the 4th. On the 4th took the car in, she asked that we wait so to confirm which serving plan I am on. I informed her I am with Toyota (as I have an extended plan with them) • Later on, she called, and informed that the car clutch kit is going to give in, in no time so she advices that we change it, and the cost will be 14 500 and something. I told her I do not have that kind of cash and I was on a Toyota servicing plan, don’t they supposed to cover that. • She informed that she will have to give them another call to confirm if they will cover this. As on the 4th they only quoted for the service. Then as soon as she has confirmation she will call to arrange when can the car be brought in. • On the same day around 17:00, she called and informed that Toyota servicing have confirmed, and they will be paying for the clutch kit replacement. They will need 3 days with the car, so it can be brought in on Monday so to get it back on Wednesday. • Tuesday passed, no call from their end. On Wednesday I call in around 12:50, to be transferred from pillar to post before being assisted. Fareen casually informs that she called on Tuesday and could not get hold of me. The car clutch kit replacement is completed. However, Toyota servicing is refusing to make the payment because I have skipped my 70 000 kilometers servicing. • I asked her to check the servicing book, as I never missed any service, as they would also send smeses to inform and remind about car servicing. And on my end, I am too cautious to miss any service. She informed me that she will check the book and call back. • 20 minutes passed without a call from her end. I called in again, referring her by name to the Receptionist. It was only then she went to the car and checked, then said she will have to show the book with her Manager and she will call me. • After their hours investigations, on a 10 page book, Fareen calls and informs that I can come and collect the car. Nothing about 70 000 kilometres servicing being missed as this was what was being investigated. It was never missed from the beginning. Or how I will be collected as my car is with them, maybe I meant to fly there…. • I am told they are no drivers available; they only have collections of customers in Lenasia only. No respect to customers or their time. • I literally lost it, and I am sad because it was with personnel and not their ****** Manager. One person can not do all jobs, and this is the case with Fareen. • I am waiting to be collected whenever that is and pray to God that I get that Manager, I need to offload honestly this is bad poor service, they stress customers out for no reason and no apology to accompany their incapabilities and messing your time and plans for the day.

My questions 1. When a customer calls for servicing a car, giving car registration and their details, is it not then that the personnel assisting should confirm the servicing plan and ask direct questions to the servicing plan of what they cover and what are the claws? 2. Fareen informed that Toyota servicing plan has confirmed that they will pay for the replacement of the clutch kit. However, today after I called not the other way around, she is coming back to inform that they car is done, but the servicing plan is refusing to make the payment. What the hell did she confirm with the servicing plan to begin with? 3. Lastly, who is supposed to be calling to keep the client updated of their car? As with Southern Toyota , I have been there one calling and not them. Why was I not given a call this morning to be informed that the car is ready for collection and ”their story of 70 000 kilometers service being skipped and servicing plan refusing to pay” 4. Was all of the above not supposed to have been checked, before I was informed that Toyota servicing plan has CONFIRMED that they will handle the clutch kit replacement? 5. What annoys me is now I must wait, for them to investigate something that they were supposed to have investigated before giving ****** CONFIRMATIONS. 6. If you are Short staffed, why don’t you hire more people to assist as is clear that one person handling Servicing Department is not an option?

Guys please be warned, go anywhere for your Toyota car servicing but not Southern Toyota Trade Route Mall. Reliable people are gone, the unit is left with overloaded incapable people like Fareen.