Monwabisi S

Service centre did not close the engine oil cap and they not taking responsibility.

<p>On the 27 July 2016, I took my car for a service at Hoopers (VW Durban). I’ve sent my car there as this was said to be the best car service provider in Durban somewhere on the internet. On the appointment, I met Alan Singh as the service manager (this was around 07:30). I asked air-conditioning check but he suggested that I book a different date for it. He promised to give me the car at 15:00 on the day as it was a busy day, so I planned accordingly but around 12:00 – I received a call that the car is ready for collection. I went to collect the car, Alan told me about the major oil leakage on the engine that I couldn’t see (according to wikiHOW, aa1car.com and aa; if it a major oil leakage on the engine – the car has to drip oil everywhere it parked which was not the case with my car before service and even after the service I did not observe any oil dripping.), I asked him to at least show me where it is dripping/ the source of the leak but he did not – he suggested that I book it for another day. With this I am only visiting in Durban that was the reason that I took the car for service since I have been driving long distances (Lephalale-Durban-Bizana) for a couple of times.</p> <p>On the 28th July, The car had a battery complaint which I had to kick-start (I have never done this on this car but this only happened after their service, was shocked). I could not call them as it was late and had to drive down to Eastern Cape, Bizana. At the morning when I was about to drive to town, Bizana, Upon the car start – again the stereo indicated that the battery is low which I got shocked that I have not done anything on the car since I came home on the 28th. I was suspecting that the battery might have been changed thus I opened the bonnet of which I found the oil-cap not closed with the oil spillages all over the bonnet compartment (please see attached pictures). I called Hoopers for assistance on this regard but I spoke to Udesh Ramjuttan (As Alan Singh was not available on the day), whom was suggesting I drive the car to their workshop but I denied since I find it unsafe to drive a car with very small oil in it and might also damage the engine. I wanted to speak to his manager (Douglas Escreet) whom was not available at the time. I told Udesh to send their personnel to come inspect the problem before I drive the car - after I repeatedly called them then they told me they will get a mechanic in Bizana to come and assist. The mechanic (Mmeli Mdiya – 081  ********** ) poured more oil into the engine then I drove to his workshop (I told Udesh that I wont drive the car unless they draft an email saying that they are liable/ will account for any failure while driving to the mechanic’s workshop). He cleaned the oil using some detergent and high-pressure water, then that was it. I called Udesh to find out if I should take the car to their workshop but he said “we are done with you, the car is fine and doesn’t need anything else”.</p> <p>On the 30th July driving from Bizana back to Durban (around 19:00), I experienced failures as the car was losing power (switching totally off and immediately back on very fast). I stopped at Umgababa Total Ultra City then called VW SA for assistance. I did not record the lady I spoke to but she ended-up transferring me to a Hoopers technician whom told me that the car is losing power and is not safe to drive but since it was very late and they did not find a car for me to drive home, they suggested I drive slowly home (this was around midnight). I was supposed to drive early that morning (05:00) to pick-up friends to drive with back to Lephalale (which is 800-****m from Durban) but I couldn’t keep my words as they could not get a car again at the morning. They only came back to me that they found a car at 08:00, they towed my car to Hoopers. I got the car at 10:00 which was very late as my people had already left – this a lifting club which we use every time when going home (Durban). They hired at VW Polo 1.2 for me to drive for 48hours. I took back the car but I had asked for another car that Monday (1st August) but Alan said nothing about it which indicated to me that he does not was to give me the car.I raised this with Simone but this did not get any assistance. The following day, I spoke to Simone but she told me she only deal with manufacturing fault which I could not understand since she allocated to assist on this issue and definitely knew someone who can assist as she is working for VW SA and a manager. The week finished but they still do not have any information of what could have gone wrong or what is wrong with the car, I suggested they also check the battery and alternator – that was last week Thursday (4th August), they charged the battery for 4 days and only told me Monday (8th August) that they are changing the battery which is going to be delivered on Wednesday (10th August). Still waiting on them for feedback.</p> <p>2.5 weeks later</p> <p>I have called them a couple of times trying to resolve this but what they do is telling me that they going to give me an option  to driver back down to Durban to fetch my car with a courtesy car which I rejected as this is inconveniencing me a lot more than what they are not accounting for. Then they are giving an option that they deliver a car to a place about 200km from where I am, I denied telling them that I do not have a car and it will be another inconvenience to drive there. I feel like they do not respect my time, I have to compromise them and unavailability of service they are offering not only the dealership/ service centre but also the manufacturing company (VW). They also wanted to depute that it their fault that they forgot to close the oil cap – they said that is debatable. I also spoke to the dealership chairman Tim Hooper (@ ********** 768) whom referred me back to those guys. I then sent him an sms explaining all my concerns – he has not came back to me</p> <p>Here are other points:</p> <p>·         With the information that I depend on my car to commit on my work, they disregarded all that.</p> <p>·         They only call me if I or my brother called them.</p> <p>·         They do not know what the issue is.</p> <p>·         They seem to pay attention only if I suggested something and only try that.</p> <p>·         They are very emotional on their assistance – they tell me about how busy they are and all that but nothing is done on my side.</p> <p>·         They do not allow me to talk to their manager (Douglas Escreet).</p> <p>·         VW SA has not given me a relevant person on this regard as Simone suggested that she deals with manufacturing faults not service faults.</p>