Unprofessional conduct

The Durban Kia Renault service department provides a substandard level of client service, as evidenced by the lack of clear communication regarding return transportation during this morning's shuttle drop-offs. After being informed that my vehicle was ready, I waited over an hour for a driver who never arrived, only to learn that no pickup had been scheduled because the representative abruptly ended our initial call before I could request transportation. The reasons for his failure to inquire or offer assistance, as well as the driver's defensive conduct when confirming the scheduled pickup, remain unexplained. I am writing to formally inquire about your established communication protocols and the standard timeframe for follow-up regarding my arrival status, as I am concerned that the inconsistent treatment I have experienced is discriminatory and rooted in my identity as a Black woman. The appalling condition of my vehicle and the misplacement of my keys represent a wholly unacceptable level of service that falls significantly below the professional standards expected of your dealership. While I acknowledge the prevalence of English, I recommend the utilization of all official languages, as a more patient interaction with a representative fluent in my native language might have resulted in a more favorable outcome. Upon vehicle drop-off, the dealership should be fully informed regarding the client's specific preferences and service requirements, including the necessity of a pick-up service. I maintain two vehicle accounts with your organization and deeply regret entering into a professional relationship with your firm. Had it not been for the intervention of my sales consultant, Mr. M. Nkosi, I am uncertain how the day would have concluded.