Jarryd S

Damage to my Vehicle - No Accountability

My vehicle was taken into Barons VW Durban on 7 April 2025 for the rear trims to be replaced. My wife brought the vehicle in and was advised that the process would take approximately one hour. Nearly two hours later, she left the dealership—unaware that this would mark the beginning of a frustrating and disappointing experience with Barons VW Durban. Upon the vehicle's arrival at home, I inspected the new trims and discovered multiple chips on the rear bumper. On the right-hand side, it was evident that the technician had used a *****driver instead of the correct pry tool, resulting in two gouges of plastic and paint damage. On the left-hand side, there were also two paint chips and several scratches where the trim plate had clearly been forced into place. At no point did anyone from the dealership or workshop acknowledge or take responsibility for the damage. Mistakes do happen—it's not the error itself, but how it's handled that makes the difference. I value honesty and transparency, which could have significantly changed my experience. I immediately contacted Barons VW Durban and asked to speak with the service advisor I had been dealing with. Unsurprisingly, I was told, “She’s not available—can I take a message?” I’d like to emphasise that I own two VW vehicles, both of which have been to Barons multiple times this year alone. On numerous occasions, I have tried to contact the dealership, and each time I’ve received the same response: “Can I take a message?”—messages that are never returned. I then emailed the Service Manager, who was also unavailable and, to this day, has never responded to my email. Regarding the issue with my VW T-Roc R-Line—being fair and understanding that mistakes can happen—I sent another formal complaint email to the Service Manager, proposing two resolutions. I requested a response within seven days from the incident date. That deadline was yesterday, 14 April 2025. Still, there has been no reply. On the same day, I called the dealership again, this time asking to speak with the Parts Department. Once again, I was told, “They’re not available—can I take a message?” I then drove to Barons VW Durban in person. The Service Manager, who stated “I was just about to reply to your email,” To date, I have still not received this response in writing. After an hour-long discussion, we agreed on a resolution, which was to be confirmed in writing. As expected, this has not happened. Today, 15 April 2025, I emailed the Dealer Principal to bring these issues to his attention. His reply indicated he was unaware of the resolution discussed and agreed upon with the Service Manager on 14 April 2025. Furthermore, over the past month, I have expressed interest in purchasing one of three different vehicles—none of which Barons VW Durban could assist with. In contrast, when contacting other highly recommended VW dealerships, I was immediately connected to sales representatives who confirmed vehicle availability. To date, I have still not received the trade-in evaluation from Barons VW, which was conducted on Tuesday, 8 April 2025. In closing, as a loyal customer of Barons VW Durban for over two decades, I urge you to seriously reconsider your customer service approach. I have been patient, understanding, and more than reasonable given the circumstances surrounding the damage and neglect of my vehicle while in your care. It’s time for Barons VW Durban to take responsibility and do the right thing.