deeply frustrating and unacceptable service

Hi Toyota, I am writing to formally escalate a deeply frustrating and unacceptable service experience with Toyota Cape Gate.

This is not the first incident, but a trend with this employee.

I have been a loyal Toyota customer for many years. Since relocating to Cape Town in 2020, my Fortuner has been consistently serviced without issue. More recently, I purchased a Corolla Cross for my wife, followed shortly thereafter by a Toyota Agya for my daughter — both through Ameer. His exceptional service, professionalism, and customer focus represent the standard I associate with the Toyota brand. As a family, we have continued to invest in Toyota due to its reputation for quality and customer care. In my role at Woolworths, I understand how critical customer expe… [09:17, 3/23/2026] Quentin: Hi Toyota, I am writing to formally escalate a deeply frustrating and unacceptable service experience with Toyota Cape Gate.

This is not the first incident, but a trend with this employee.

I have been a loyal Toyota customer for many years. Since relocating to Cape Town in 2020, my Fortuner has been consistently serviced without issue. More recently, I purchased a Corolla Cross for my wife, followed shortly thereafter by a Toyota Agya for my daughter — both through Ameer. His exceptional service, professionalism, and customer focus represent the standard I associate with the Toyota brand. As a family, we have continued to invest in Toyota due to its reputation for quality and customer care. In my role at Woolworths, I understand how critical customer experience is — which makes this situation particularly disappointing.

Clear Timeline of Events October 2025 1. We brought our Corolla Cross in for a service and requested the replacement of a damaged inner fender liner (part VT53876 0A180). 2. We were advised this was a standard part and that no upfront order or payment was required. Despite this, I proactively obtained and provided the correct part quote to ensure accuracy. 3. Nadia later confirmed with Rudi, after engaging with us and reassessing the situation, that the part we provided was correct. We also confirmed we were willing to pay for labour. 4. Despite this, the incorrect part was fitted and we were overcharged. 5. Upon raising the issue, we were referred to Rudi. The interaction was dismissive and unprofessional — he did not listen to either Nadia or us and instead attempted to explain a different part (related to a door) which was not aligned to what was quoted and booked. When Nadia was given the opportunity to respond, she clarified that the quote clearly reflected a different part. Rudi then left to consult the workshop manager. 6. Only after escalation to the workshop manager was it acknowledged that the dealership was at fault. However, Rudi did not communicate this to us directly — we were informed via Nadia that the part would not be charged. 7. We accepted this in good faith and requested that the correct part be ordered, with the understanding that we would bring the vehicle back once it arrived. November 2025 – February 2026 8. No communication, follow-up, or resolution was provided over a six-month period, as we said this part needs to be replaced regales of mistake that have been made, and we were willing to pay for labour and parts. March 2026 (Current) 9. Ahead of our next scheduled service, we sourced the correct part directly from the parts department to avoid further delays. The part was ordered on Monday, 16 March, and paid for upfront to eliminate any confusion also paid for it. 10. I attempted to meet briefly with Rudi to confirm alignment and waited 40 minutes before he arrived. 11. When he arrived, he refused to engage constructively, spoke over me, and would not sit down, said he was too busy. It was clear he recalled the prior incident and became defensive. As I attempted to explain that I simply wanted to align and avoid a repeat of the previous issue, he immediately stated that the parts department is a separate business and “not part of Toyota.” 12. Despite explaining that this was precisely why I had purchased the part myself — to avoid any confusion — and that I was simply trying to ensure it would be fitted correctly during the booked service, he deflected responsibility and incorrectly blamed me. He stated that because the part was not booked separately with the service previously, the issue was my fault, despite the fact that we had provided the correct quote and the wrong part was fitted. Additional Concerns * I was told a separate booking is required to fit the part, despite the vehicle already being booked for a service and prior confirmation that the part could be fitted during the service. * I was incorrectly blamed for providing the wrong part information, which directly contradicts Nadia’s earlier confirmation. * During the interaction, Rudi escalated the matter to Eugen in the parts department. Conflicting information was then provided regarding part availability — initially that it would arrive the same day, and later that it is only expected on backorder on 1 April.

This situation reflects a complete breakdown in communication, accountability, and professionalism. As a result, I have lost confidence in Toyota Cape Gate and will be moving all future servicing to Tygervalley. I request that the Dealer Principal is made aware of this matter. The conduct described above is not aligned with the standards expected of the Toyota brand and requires urgent intervention. Toyota has always been a brand I trusted and supported. This experience has significantly undermined that trust.