What Shocking Service from Toyota SA

<p> Please see the email below that was sent to Toyota SA their response after talking to the branch was that im been unreasonable and according to them the service they gave was perfect..</p> <p>How is the below perfect customer service...</p> <p> </p> <p> </p> <p>The Manager</p> <p>Toyota Head Office</p> <p>Toyota Customer Care</p> <p> </p> <p>Email:<br />ccc@tsb.toyota.co.za<br /> <br /> <br />Copy: Toyota Vredendal</p> <p> </p> <p>Dear Sir / Madam</p> <p> </p> <p>AFTER SALE CARE AND TREATMENT FROM TOYOTA VREDENDAL</p> <p> </p> <p>I am writing to you today regarding the shocking after sales service that I received from one of your branches and the amount of time and effort and phone calls that it has cost me to try get my vehicle sorted out.<br /> <br />  The timeline of events that took place is:</p> <p> </p> <p>02/02/2016 – I made an enquiry to Toyota Vredendal with regard to a vehicle they had advertised.<br />05/02/2016 – I viewed the vehicle <br />12/02/2016 – I highlighted my concerns with regard to the vehicle and made an offer to purchase.<br />13/02/2016 – I returned the signed offer to purchase together with the proof of payment for the full purchase price. <br />The following concerns were noted:</p> <p>Canopy clip on the one side was broken<br />Spray painting work was required on the back <br />Keyhole protector needed to be replaced<br />Scratched on the running board from climbing in and out needed a touch up<br />The sales consultant promised that these matters would be addressed before delivery of the vehicle.<br />10/02/2016 – I received confirmation that the roadworthy had been done and that the vehicle was going to the panelbeater for the repairs.<br />I further purchased the Extended Warranty for the vehicle.<br />11/02/2016 – Email received, confirmed that the vehicle had not passed roadworthy and they were struggling with this.  They were apparently unsure of how long this procedure would take. You can imagine my concern!!! <br />15/02/2016 – Dealership confirmed that the vehicle had passed roadworthy and that the hand brake and rear brakes had need attention before it passed. They further advised that the canopy bracket had been ordered and was due to arrive on the 16/02/2016.<br />18/02/2016 – I emailed the dealership and requested the vehicles spare key and service books with the most recent service record, this took another 3 weeks for it to get delivered to me with more back and forward phone calls asking when it would arrive. I still haven’t received the invoice for what was done in the latest service.<br />The vehicle would then be going for spray work and would be ready for delivery on the 19/02/2016. I had requested that the full Automark check would have been done and that I would receive a copy, which I did. <br />I took delivery of the vehicle on the 19/02/2016 and then noted the following:</p> <p>No spray work had been done<br />Scratches had been covered with insulation tape<br />The canopy bracket was still broken<br />The canopy key protector had not been replaced<br />The service history book and spare keys were not given to me upon delivery<br />I had also requested that the dealership change the differential and gearbox oil and they promised they would do it, but sadly this was also not done. <br />On taking delivery I noticed that the water pump appeared to be leaking<br /> </p> <p>This raised concerns for me as how was the Automark check done if these faults had not been noticed. </p> <p> </p> <p>The dealership requested I take the vehicle to Toyota Tokai for them to check the water pump.  They confirmed that it was leaking and would need to be repaired.  I gave Toyota Tokai the list of things that had not been done by Toyota Vredendal and also requested they change the differential and gearbox oil.  I also asked them to remove the CD that was stuck in the CD player, from the previous owner.  Toyota Tokai advised I would need to book the vehicle in for these issues to be addressed. </p> <p> </p> <p>I also had to take the car for licensing as this was not done by Vredendal Toyota, as they had run out of time.  We had further struggles with them as they were slow in making payments for the services they did not address and I had to make endless calls and send emails for them to finalise the payments.</p> <p> </p> <p>We had to arrange for the spray work to be done privately after we had obtained quotes.  Upon further inspection after delivery we also noticed rust under the bonnet and that the battery had a lot of rust underneath it too.  We requested a quote to have this spray painted.  The quote we received was R 3 950.00 and the dealership then advised that they would only pay R 2 000.00 and I would have to pay the rest, as I had not noticed the rust under the battery prior to the purchase.</p> <p> </p> <p>The vehicle was taken to Toyota Tokai (22/02/2016) and the repairs took 3 days and in this time there were many phone calls with the dealership in Vredendal.  At no time did the Vredendal dealership contact me on the progress made with the repairs.  The radio/CD player had to be removed and was sent away for repairs. The repairs on the radio were completed on the 18/04/2016 it took a full 7 days for Toyota Tokai to collect and install it again with more back and forward phone calls, as Toyota Tokai have been unable to collect it.  It has taken two months to be repaired.   </p> <p> </p> <p>It took me three weeks to obtain the spare keys and the service book from Toyota Vredendal and the original book had been lost, so a duplicate of the Toyota Service details was all they could send me.  This is unacceptable and irresponsible on the part of the staff at Toyota Vredendal.  Many empty promises were made by the dealership and the standard of their service was really unacceptable. </p> <p> </p> <p>After taking delivery of the vehicle and within 7 days of receipt we experienced a problem with the clutch, actually within a few hours of taking delivery.  There was a really bad squeak and after getting no response from the salesman I contacted the DP, Marnitz.  He was a lifesaver to me after the poor service I had had from the salesman.  The dealership was not happy to use Toyota Tokai and I advised they needed to use a suitable Toyota dealer to repair the clutch.  It was sent to Toyota Cape Gate.  </p> <p> </p> <p> </p> <p>My concern is that the purchase of this vehicle has cost me:</p> <p>The purchase price<br />Telephone charges to cellphones and landline phones, many times<br />Inconvenience of being without a vehicle and also having to take my vehicle to different places for the repairs to be done<br />Time – as I was doing the work of the salesman at Toyota Vredendal<br />I was without a vehicle for 11 days while the vehicle was in for repairs. <br /> </p> <p>Sadly I will never recommend Toyota Vredendal to anyone in the future because after our family having had many years of great service with Toyota, this dealership has disappointed us badly.  They have definitely not given us the service we expected from a reputable company like TOYOTA. </p> <p> </p> <p>I would appreciate if you could address this matter and take action against this branch for their poor service and provide some feedback</p> <p> </p> <p>Yours sincerely   </p> <p> </p> <p>Stuart Buckley</p> <p><br /> </p>