Extremely Unprofessional Service – No Communication & Endless Delays

On 24 February, I booked my vehicle in at Renault Roodepoort for its scheduled service, as well as to address a faulty brake light switch and a dashboard error reading “Check Anti Pollution System.” The vehicle was dropped off at 8am, and we specifically requested that we receive updates regarding the vehicle’s progress and completion time.

We remained in the Roodepoort area the entire day waiting for a call. By 3pm, having received no communication whatsoever, we decided to call the branch ourselves. We were then informed that the workshop mechanic had not yet attended to the vehicle and that we should leave it overnight. We reluctantly agreed.

The following day (Wednesday), we were told they were awaiting warranty approval for a faulty brake light switch and a leak on the water bottle — something we were completely unaware of, as the vehicle was not losing water at all. Regarding the “Check Anti Pollution System” error, we were told that sometimes sensors trigger due to a faulty battery. When we asked whether the battery had been tested, we were told it had not.

Since Wednesday, 25 February, we have had to call daily for updates regarding warranty approval. Not once has any staff member proactively contacted us. No phone call. No message. Nothing. Every update has required us to follow up ourselves.

It is now 2 March — a full week later — and we are still being told they are “awaiting warranty approval.” In addition, we have now been informed that the brake light switch is on back order, meaning the vehicle may take another week to be repaired.

The Service Manager, Jacky, has been extremely unprofessional in her communication. On multiple occasions she has promised to return my calls but has failed to do so. Yesterday she assured me she would contact me before 3pm today. When I called her at 15:30, she abruptly responded, “I told you I’ll call you at 4,” which was not the case. This tone and attitude are unacceptable when dealing with customers who have already been inconvenienced for over a week.

Jacky claims she is also “raising her eyebrows” at the situation as she is new to the branch and cannot believe it is taking this long — however, acknowledging poor service without resolving it does not help the customer.

I also dealt with Whitney from Renault, who made multiple promises but similarly failed to return calls. Each time I needed feedback, I had to call in and request to speak to her. This level of service is shocking.

We are now stuck in what feels like a never-ending cycle of poor communication, delays, and broken promises. A simple courtesy call or honest update would have gone a long way, but instead we have been left chasing feedback for over a week.

Very disappointing experience.

Client : Kensil Nadaraju Contact : 0799894125