Teboho K

Mayfair gearbox Bloemfontein Poor service and lacked accountability

Dear Sir/Madam. I am writing to lodge a formal complaint against Mayfair Gearbox Bloemfontein for delay in the repair of my vehicle which has now been in their possession for 5 month now with no meaningful progress or communication. I initially took my vehicle to their workshop on Monday, 27 January 2025, at which point i was informed - via phone call from a staff member, Charles - that the vehicle could not be attended to the same day due to a busy workshop. I agreed for it to remain overnight, trusting that it would be prioritised when the workshop is free in order to attend my car. However, the vehicle remained untouched for 2 weeks and several days, and no updates were provided until I initiated follow-up contact myself. On the 17th February 2025 they issued a quotation, which i accepted for total amount of R68,260,88 and they told me they need 70% out of total amount of R68,260, 88 in order to start the job. On same day 17th February 2025 i explain to them i have policy with Innovation Group that cover the gearbox and i also provide them with my full details to start claim to the policy. I waited almost 3 weeks with no respond from Mayfair Gearbox Bloemfontein about policy claim. On 5 March 2025 i got an Email from Innovation Group for Authorisation letter claim :904263 that says they will only Authorise: R 12,500.01. The next day on 6 March 2025 also got massage from Mayfair Gearbox Bloemfontein that says: "innovation only authorized R12,500,01 what makes the difference is R55,760,87 a 70% deposit is required before part are ordered. (70% from R55,760,87 = R39 032,61). On 15 April 2025 i manage to pay 70% R39,0000. The following day on 16 April 2025 i got message from Charles saying " parts are ordered and torque converter is ready for collection. I’m just waiting availability from supplier". What followed has been an exhausting and unacceptable experience: I received no proactive updates; I had to initiate every single follow-up. It took 3 months to learn that required parts had not been delivered - a fact only disclosed after my repeated inquiries. Till today I haven't received no further updates. I once again had to initiate contact myself, only to be met with an indifferent response that lacked accountability or apology. This pattern of negligence, poor communication, and lack of professional courtesy is unacceptable. The attitude of the staff gives the impression that they are doing me a favour, rather than providing a paid service. The level of disregard and absence of client care raises serious concerns about the quality and management of services at Mayfair gearbox Bloemfontein. I request that this matter be investigated, and that they be held accountable for the distress, inconvenience, and lack of professionalism I have endured in the past 3 to months. I would appreciate a written response on the action that will be taken to ensure no other client is subjected to this kind of treatment