Marna V

Very BAD service

29 October 2018 To whom it my concern Re: Bad client service On the 23rd of August 2018 my vehicle was booked for a service at Westvaal Somerset West, on my arrival I informed the service clerk that my vehicle’s brake pads and wiper blades need to be replace and my left back window does not open and close properly. On my arrival to collect my vehicle the service clerk, Lizelle, explain to me that the brake pads, wiper blades and the replacement part for the window winder needs to be order and that she will let me know as to when I can return my vehicle. On the 19 September 2018 at 12:16, I phoned Westvaal to enquire about the parts and when I need to bring my vehicle in for this to be repaired. Lizelle told me that she will order the parts now and that I must bring in my vehicle on the 26 September 2018. I took my vehicle in on the 26 September 2018 for the parts to be replaced. I phoned Westvaal at 12:48 on the 26 September 2018 to inquire as to when my vehicle will be finish and the service clerk informed me that I could collect my vehicle at 15:00. On my arrival to collect my vehicle the service clerk was not sure where my vehicle was and asked me to wait in reception so that she can find out. On her return she told me that the parts are not there and that my vehicle must come back and that the parts will be orders immediately. On the 11 October 2018 an email was send to Westvaal about this matter without any joy or feedback. On the 18 October 2018 I phoned the service department of Westvaal again and spoke to Lizelle where I asked her to explain what is going on and that I never receive any feedback from her nor the department concerning this matter. She explains to me that she did not get an opportunity to phone all the client because they are understaffed at the moment. I asked her to please speak to the manager and was informed that he was is in a meeting and will phone me back, I am still waiting for the call. On the 26 October 2018 I phoned Westvaal again and asked to speak to the manager. I spoke to, Johan, the manager and explain to him the whole matter and he told me he will phone me back before close of business the same day, as he just needed to find out what is going on. I have had no feedback to date. It is clear that Westvaal do not care about their clients. It would appear that it is Westvaal’s policy to delay repairs in the hope that the clients maintains plan and warranty runs out before there do any repairs on vehicle. Please advise Regards M. de Vries