UNACCEPTABLE COMMUNICATION & OPERATING PRACTICES

RUDENESS, ARROGANCE AND SELF-IMPORTANCE FROM HESTER VAN DER MERWE FROM VDS WAS ONE OF THE POOREST FORMS OF CUSTOMER INTERACTION I HAVE EVER RECEIVED AND I AM NOT A YOUNG PERSON. As per the instruction on the VDS emails, I tried to track a car that I bought which was being collected from NTT Toyota in Mokopane and delivered to Hillcrest Toyota in KZN. The ETA as per an email from HESTER VD MERWE that I was copied on was Friday, 5 December 2025. On Thursday, 4 December, well after 15h00, I logged onto the VDS website and the ETA had changed from 5/12/25 to the 10/12/25. I called Hester, got her voicemail and left a message for her to call me as I was disappointed that that ETA had changed and I was not informed. As per Hester's voice message, if the caller needed help we should contact "her assistant" Noni, which I did. She politely asked me to send an email reflecting the new ETA and that she would be able to then follow it up, which I did. In the meantime, Hester returned my call and was rudely questioning why I had logged onto tracking which is specifically for OEM's and not me. How arrogant of her to assume that her technical jargon was supposed to be understood by me. I tried to ascertain why the information on the OEM 's website would be different from the information on the clients website but she continued to make me feel stupid tell me that I had no business being on a website that I should not be on. I then explained to her that even if I was on the wrong website, could she please give me an update on the ETA of the vehicle, she proceeded to tell me that she would not communicate with me as I was JUST A CLIENT and she only deals with dealerships, this is despite me being copied on 5 emails from her. When I inquired as to why she returned my call if she does not communicate with clients, she said she did not realize I was a client and rudely cut the call without any salutation. Hester said that she didn't deal with clients directly YET IN OUR CONVERSATION, she made reference to the contents of my email which shows that she knew exactly who i was; lies and filth I tell you!!! She then sent an email to the Werner from NTT Toyota coping me in, asking him to call her urgently regarding 'your client' like i was schoolgirl that needed to be reported to the school headmaster. Definitely no reference to the vehicle in question at all but she needed to speak to me REGARDING ME. The vehicle then left Gauteng and arrived in KZN, 9 hours later as expected. At no point in time was there any communication of a delay or bad weather etc. When the car was delivered to Hillcrest Toyota, the driver of the car carrier did not communicate anything about him experiencing bad weather and just dropped the vehicle off. When the sales manager inspected the vehicle, he noticed that the bonnet of the car had bad hail damage. He then communicated this to NTT Toyota. I have checked with people that did the route from Kempton Park to KZN on Friday and nobody else seemed to have experienced a hail storm. So the big questions for me are, was this car damaged whilst at the yarn in Ponona and Hester was not honest and truthful enough to communicate this? Was her dramatic display of rudeness and arrogance because she changed the new ETA to 10/12 to rectify the problem of hail damage before sending this to KZN? Irrespective, firstly, nobody should have to experience such appalling and dreadful behavior from an employee of a huge group. Secondly, I now ride around with a car that I paid good money for that looks second hand. If the delivery of this vehicle has been handled so inefficiently and unprofessionally, how do i now trust VDS to resolve this issue timeously.