Poor Service

Good day,

I am writing to formally raise a complaint regarding the poor service and misleading communication I have received from Madrent Service and Repairs.

I have been attempting to book a vehicle service through your WhatsApp channel since Monday, but I have not received any meaningful assistance. Instead, I have been given repeated and inconsistent responses without any actual progress on my request.

Your team informed me that they have been trying to contact VW Midrand without success and even suggested that I personally visit the dealership to make the booking myself. However, this is highly concerning and unacceptable, as I was able to contact VW Midrand directly, and they answered my call immediately. This clearly contradicts the information provided by your team.

Below are some of the responses I received from your WhatsApp support:

* “Once the booking has been confirmed, we will update you with the booking details.” * “We have been trying to contact VW Midrand for the longest time now with no luck.” * “Will you be able to go to the dealership and make a booking?”

This experience has been extremely frustrating. It is not my responsibility as a client to follow up or perform tasks that should be handled by your service team. The lack of accountability, delays, and misleading communication reflect very poorly on your service standards.

I expect the following:

1. Immediate assistance with booking my vehicle service. 2. A clear explanation as to why false or misleading information was provided. 3. Improved communication and accountability going forward.

Please treat this matter as urgent. If this issue is not resolved promptly, I will have no choice but to escalate this complaint further.

Kind regards,