Shuaib D

Tokai Multifranchise/Hubert Berg Team Obliterated Trust

My trust in Tokai Multifranchise has been destroyed by its disorganization, inability to understand customer service, and unwillingness to repair inconvenience caused. I was without a vehicle for two full days. I am not using this service centre again. Hubert Berg and his team will have to repair what they eroded if they want me back as a customer. And they showed no inclination to do so. Here the customer is not important. That is an unfortunate fact. For those with patience, here is what happened: On Tuesday 25 July 2023 my son took the car in for a service. While the telephonic booking the previous week was easy, the physical experience was chaotic. Service administration staff haphazardly received vehicles. This was the start of further inconvenience - the loss of our car for a full 48 hours. The car had its 75000km service done. Late afternoon I had a call saying that extra work was required. This was unusual as the car was booked in early enough (7.30 - 7:45) to have received an update by at least 12:00. We never got a call to say that the car was ready. We arrived by 17:00 to fetch the car. Again, no system of receiving customers, guiding them through an organised system of receiving their cars. This signalled the reality that was to dawn... After paying over R6000 for the replacement of brake discs and pads (unplanned expense); the service attendant could not find the key card to my vehicle. This was unacceptable. I told him to find it and bring the car to me on Wednesday morning. That never happened. By 10 am on Wednesday morning there was no call or any attempt to communicate what the status was. I had to call at my own cost. It was clear that the key card was lost. I have dealt with Tokai Multifranchise for decades. I have never had this type of chaos. Even Hubert Berg, the manager, while sounding kind, did not show any urgency to bring any relief for the inconvenience caused. All he could say was we found the key card; we will deliver the vehicle. And the car was never delivered on Wednesday. The car arrived on Thursday morning at 11:00. A stoic younger staff member who had no idea of how to handle the situation. Rotten service that obliterates customer service. I do not trust you anymore Tokai Multifranchise.