Poor Service & Communication

I recently had a very disappointing experience with Ford Motus Germiston that I feel compelled to share.

I brought my vehicle in for a major service on July 2, 2024, and raised concerns regarding an airlock issue. Despite being assured twice by Mr. Moses that this matter had been addressed, I was shocked to encounter the same problem while refueling at the Sasol station nearby.

Upon further inspection, I discovered that the water level for the wipers was unexpectedly low and the engine compartment was excessively dirty. To my dismay, there was also a significant accumulation of oil on top of the engine, and one of the pipes next to the engine was missing a clip. I have attached pictures to illustrate these issues.

After discussing my concerns, I brought the car back in as advised by the service agent. Unfortunately, the communication from Mr. Moses was lacking, and it seemed that nothing substantial was done during this visit. The only change I noticed was that the air conditioning system began making noise, which is unacceptable.

On August 5, 2024, I dropped my car off at 6:50 AM, but I only received a call from the agent at 4:00 PM asking me to approve a quote for R4,500 (excluding VAT) to strip the vehicle. It was frustrating to wait all day, only to be contacted in the last hour, and to be informed that my car would need to stay overnight. As I use this car as a working tool, this situation has compromised my ability to work effectively. This kind of service does not reflect well on Ford’s image.

I have been a loyal customer of Ford Germiston since purchasing my vehicle new and have always expected a higher standard of service. The lack of attention to detail and poor communication throughout this process has left me extremely disappointed.

Additionally, I am in contact with Ford South Africa regarding a leaking oil cooler housing. The engine was replaced in 2022 under warranty at Queenstown Ford, and I believe this issue should also be covered under warranty.

Overall, my experience with Ford Motus Germiston has been frustrating, and I hope they can improve their service quality and communication moving forward.

#FordMotusGermiston #CustomerService #Disappointed