Al Futtaim Group
Reviews and Complaints

I bought a Chevy Cruze in Al futtaim automall festiaval city not even amonth gone problems started, major engine leak stearing vibration and jercking when gears shift. It took me almost a month chasing after them and some problems were fixed after being taken round their entire system just meeting people. The car still has an engine oil leak that I don't know what to do with " I was told it was fixed" The driver side window mechanism is gone as well. Dubizzle is much better.

I have a brand new car bought in 2016, currently 2 years old only as good as new

After vising RTA for my vehicle inspection on 3rd July I came to know that my car was failed and reason was accident back in 2016 which was not repaired and RTA wanted to have more detailed inspection to find more discrepancies.So I was charged extra money to remove the parts and inspect again, after a closer and deeper inspection they found the car was not repaired and the chassis is still bent and damage. I informed them that the car is repaired in authorized toyota shop only, they requested me to do a Chassis Measurement test to make sure if it was really repaired or not repaired. A final confirmation report by RTA is also attached CCM which is a proof of damage chassis.(please reimburse all the attached expenses as well )

Did handed over me a damage vehicle with frame damage not repaired and I was driving 2 years a damage frame vehicle compromising my and my family`s safety and a big company like toyota is doing this, I paid 800 for 1000KM service which is max 300AED outside but toyota is charging 800-AED, on 20, 000KM and 30, 000 KM
i paid almost 3500 AED for 30K service which in open market is hardly a job for all together [protected] for why are we paying 3 times to authorized dealers Toyota agency repairs if this is the quality and safety they are providing,

Please always make sure once you get your car repair get the confirmation and certificate from Toyota to avoid failing Test in RTA inspection and dont put your and your family life in danger

This is a serious issue of trust, safety and security with clearly cheating the customer and the insurance company as well.I was driving a damage vehicle even after charging the insurance company huge amount and the car delivered was not repaired and not safe to drive. After being cheated by a big company like Toyota I do not trust it anymore.I am definitely going to court and follow the legal procedures as Toyota also agreed there was negligence from their side but still they refuse to compensate
This message is for public safety and awareness to avoid all issues I faced with a care for society

Date of the incident 22/07/2018.
On the said date my friend and I visited your show room as I had called a date before to your call center and we agreed I will visit your branch at the airport road. We were attracted by the rav 4 toyota deal in the advertisement and got interested.
First we entered the honda for we did not know exactly where to go. We received a very good reception from the staff. They show us several models and excellent explanation. We were treated very well but our mind was to the toyota for that what we were interested on.
At the toyota reception we said we would like to see the rav 4 but without any welcoming word we were asked if we had emirate id and even before answer the next question was if the car was for the company use or export.
I said I had called and at that point I was told a staff will assist. The man who came wasn't welcoming either he asked what we wanted not even what we were willing to buy or know about.
We force ourselves to finish our visit as we had spent our time. At the desk we were offered tea but we couldn't, a good reception is better than a drink.
We got the information and left.
A call agent staff called but I wasn't even willing to go into the conversation.
Tt was honestly the worst reception.

I was asked to visit for a test drive of a car on a specific day at specified time. When I reached there, the guy who was assigned to me for test drive was not there and even the car for the test drive was not available. Poor/worst customer service the company has ever provided. I am now recommending people to go for chevorlet or volkswagon, atleast their customer service is top noch and they atleast value customers. Unlike toyota or honda! Cheers!

Good day,
I have ordered thru plugins online a candy washing machine on sunday 27 may 2018 (order number: 606727) and it was delivered to me on saturday 09 of june 2018 (I requested late delivery). Anyhow after 3 days, I faced a problem with it and it cannot be work. I called plugins to raise this complaint on tuesday afternoon and they gave me al-futtaim service centre number in dubai ([protected]). I tried on wednesday full day to call this number but no one picked the line and answered me, in the end, one person answer me and told me that I have to call abu dhabi branch and gave me their number ([protected]) and this another disaster. Wednesday afternoon and thursday tried to call them and no one answer me, I called the operator and they took my number and told me that someone will call you but again no one called me. I went to al futtaim store at mina warehouse in abu dhabi and they took my number and said that someone will call me but no one called.
Than I called plugins and raised my problem and said that if no one comes to fix the problem I will return the washing machine. After half hour I received a call from one technician (055 7286570) that he will come and check it (this is on thursday 14 june noon time). After checking he told me that this problem cannot solve here and he has to take it to the warehouse but today no one available and he will try to send somebody on sunday and if not surely on monday. On sunday 17 of june I called him and he said that today is hard to collect it and surely tomorrow will come.
On monday 18 of june, I called him morning time to ensure the time that someone will come to be a home but he did not answer me, I tried several time but no answer. So I decided to call him from another number and he answers me and he said that noontime someone will come. Afternoon I called again because no one came and he said that he is in al ain and try to call the landline number [protected]) the same number which no one answer me and when I told him to call them and check he start shouting to me and said that he is busy and he is in alain and I have to call them.
After that, I call plugins again and raised the problem and they said they will call me within one hour but until now I did not receive a call.

Now I m 6 days without washing machine at home. Really it is the bad service I faced in my life with al futtaim service.
Hopefully, this mail can solve my problem.

Dear,

Good day!

A humble request to ensure that this complaint will be handled accordingly and with thorough understanding.

I had spoke to the branch manager mubasher shah to his [protected]@ [protected] & [protected]. An dutomer service ramesh @ [protected] (pls. Note).

After telling all my frustrations, devastations and anger due to my vehicle condition it seems mr. Mubasher is not understanding and considering the problem. Due to this I am suffering from worrisome and higblood pressure for how my complaints is handled. I am very upset for how your people in al wahda sharjah service center service my vehicle. After giving my full trust that al futtaim will make sure that my vehicle will be in good condition while servicing my car. However, it's just simply a doomed expectation and big blunder after the last service of my car the problem start.

I have brought my car above plate number to your service center dated march 11 as a major service. I took a service contract and paid aed 2100 installments for the 3services 40-60k mileage.

2weeks after I just park my car near to my house and off the engine for awhile to pick my mother, just around maybe half an hour I came back to start the engine and it was totally dead, no hazard, no light and called my husband to checked, fortunately, he just touch the battery connection and the car worked just fine, he thought that might be lose connection. But as I am driving this car in dubai it worries me and called your service center for appointment to check my car as I thought of battery issues and also asked to checked the break as sound is coming. I have asked my husband to again bring the car dated march 24. As 40k mileage major service just happened march 11 I believed that it's just right that al futtaim will service it under service warranty.

In short my vehicle was checked and customer service name deepak assisted my husband dated march 24 and your technicians also spoke to me guaranteeing that there is no problem with the battery nor the break, I asked him to checked the car thoroughly as engine stopped is not a simple problem esp. Driving to dubai is very dangerous. Same day they did not found problem.

Now, the same engine stop problem happened dated march 31st again near to my house, while I was just buying something and put off the engine. When I came back after 5minutes to start the engine I was again worried as car is not working at all. I called my husband and checked just trying to bit checked by touching the battery but it doesn't worked at all! And so, we asked passers by help us to what they called "jump start". First it was done the battery got charged but the abs and engine light showed as yellow but while he is removing the jumpstart connection again the engine stopped. So when so he repeated the same accidentaly he was mistakenly put the wrong connection on opposite to the battery that cause the wire connection burned which al futtaim service people said. A local guy just helped us to again jump start the car manually however, the abs/engine light is showing there is no ac, window cannot closed/open. The guy just helped us to drive the car manually.

Today april 1 I called the tow truck and brought my car to service again in al wahda and requested to do urgently as I have some commitment & spoke to the manager named mubasher shaha as above, I clearly many time explaining to him that if my car is perfectly fine after the recent service not even 1 mth I will not going to have this problem with my car and never come for this issue. Then sowhatever happens to this battery even if the jumpstart was wronged al futtaim should consider the fact that there is something wrong with your car service as you did not check the engine properly I was troubled 2x dead engine stopped on the road. It's just fortunately that this happened near to my home place.

Al futtaim is asking me to pay 1380/ after the so called 50% discount of mr mubasher shah as he is insisting that the problem start due to jump start so they have to change the battery, some fuse and connection wire "wow" that's a discounted price. And he consistently putting the blame and your customer service ramesh that it is because of jumpstart that is why there was a problem. And they boh said that after I agreed to pay the charges they will change the battery, connector and some fuse and then they will start to check the other problems. "seriously?"

So my question is where is the dead or stop engine issue here? How this my car service did by al futtaim? Where is the justice to my 2100 dhs car service went? Did major service really service my car? My car stopped and engine dead 2x on the road but no checking was done thoroughly. If the first major service last march 11 was perfect I will not have experienced engine stopped on the road that might cause me more danger and accident, if the 1st engine stopped which I have rechecked last march 24, was done properly then I will not have the 2nd failure engine stopped.

Now they are asking me to pay the cost because of wrong jump start? It's the easiest way for al futtaim to put the blame on this. I am not agreed for any incur cost that your poor service has to be blame for the problem of my vehicle, that cost my life in danger on the road. I believe that I have to be more compensated because of this engine failure issue of this vehicle for poor car service of this vehicle. How about the cost of my life due to ooor car service of al futtaim?

I would like to draw the attention of the higher authority and once this is cleared I would like to cancel the contract I had with al futtaim dates march 11, 2018. I refuse to pay any cost as al futtaim should even compensate me for the danger cause that they put me through for not servicing my vehicle thoroughly.

I hope that this complaint will be treated
Accordingly. And expecting to hear from you soon as my car is there in your office

Below is the yellow alarming light abs & engine

Regards
Michelle das
[protected]

Own and aftron afwf6000 washing machine.
I has been trying to find spares for the broken front door of my washing machine.
I went to abu dhabi, mena alfuttiam office - but they decline to help saying that service center is moved to musaffah
I tried contacted musaffah office, no body answers from there.
I contacted aftron dubai head quarters at tel: + [protected]. They gave me a number for service center.[protected].
I contacted service center @ [protected]. Mr jacobs very rudely answered me to contact alfuttaim directly. I asked for number. He said check in website.
I then called l aftron dubai head quarters at tel: + [protected]. They kept the phone on hold and stop answering.

Very poor and horrible service.

Hi
I was using blue card which I cancel in nov-17 and I received clearance letter for same. Now in feb-18 I received najim credit card bill, surprised. I able to open that statement with my details, statement is of another card number which I never applied. I gave call to customer care immediately, customer care told its your card only, he able to see all my information passport number, emirate id number link to that's card, only mobile number is different. First he told you only applied card, I replied I never applied any new card nor I received. Customer care person told will investigate and give you call back in hour. Same thing happened for full week. Today when I called they saying there there is no such follow up and call back request in system. Am more worried how is doing fraud? Are our sensitive information like passport and emirates id are really safe with this?
Can anyone use like this?
Now customer care says there no complaints with us,
I don't know what to do next now.
#najimfraud #najimcreditcard #informationsafty

Thanks
Lokesh

Seiko watch — model no — sny00ji - job card - h07176

Watch was given for repair under warranty on 26 june -2017.
It is not returned after one month [protected]).
No feed back was provided till now

I have a feeling it was duplicate watch sold or lost at al futain repair centre.

I will complaint to uae govt appropriate authorities if not received by 30 july (sunday)
I am leaving for india on 31 july -2017

Dear solly kimmie,
Pls read job details below. How is it that I applied yesterday my time at 16:39 hrs and this morning my time 08:30.in a time space short of a proper fully screening process

How come I was rejected? What was the reason why? Can you explain how you screen. Is it because i'm from africa. I'm fully qualified, why why explain in details
— — — — —
Thank you for applying for the position of af26473 - regional service manager | al futtaim auto centres

We would like to inform you that this role has now been filled

I want to raise the issue at higher level, I believe that recruitment process is biased and being abused by the recruitment team. As per my opinion, recruitment team is biased and recruiting the staff as per ethnicity and they are only entertaining one nationality.
I am raising this issue and I will raise this issue until I feel that al futtaim are recruiting on the basis of equal opportunity provider because right now al futtaim is only "one nationality opportunity provider".

Regards
Muhammad
+[protected]

The al gurair du outlet is one of the worst outle of dubai. I visited the outlet for the first time to submitting the document as I recieved a message. The system was down. Then j visited the outlet the second day t waited in line for more then 2 hours and again the system was down. Still we were waiting in thehe que after 30 minutes the system started working so they started giving tokens. The token they give to the people who were last in the que whan I askeked them they started arguing and told me that my submission will be done by token no. I waited for my turn after that they told me we have submitted the documents and it will be submitted in 24 hours. After 3 days I checked with du and came to known the process was not done. Again I went for the 3rd time to submet the documents. The staff are so rude. This was not acceptable for a company like du?

Dear management committee al futtaim, good day! Sub: various issues with my vehicle corolla 2014 model limited addition dubai plate no. I 61446 I would like to enlighten you for the last and final time that I am facing tremendous issues with the vehicle I have purchased from your so called company (al futtaim). I have purchased brand new vehicle toyota corolla limited addition 2014 model in january 2014. After completing 1000km free service, I am facing issues with vehicle. I have informed your staff on various occasions about the issues that I am facing with the vehicle. However your staff seems reluctant to understand any of the complaints I have raised at your service center at al badia and sheikh zayed road. The vehicle has below issues.in case if you also fail to resolve these issues, I will have no options but to raise complaint against al futtaim motors in consumer right and also at dubai court. A part from this I will also raise a case in gulf news. 1) vehicle do not start at one ignition full car vibrates seems there is an issue with the fuel injectors or some electrical issue or air pressure issue while starting engine. 2) when the vehicle is start at any time of the day it starts with 1.5rpm and takes 7 to 10 minutes to drop the rpm to.6. However this was never a case before. This issue started after the very first service after completing 1000km. 3) the gears of the vehicle is very hard. Sometime I feel the gear lever will break. 4) while speeding vehicle at 120km/hr the speed of the vehicle remain consistent and does not drop down immediately or after 3 to 4 seconds unless I over speed or put an immediate break. This timing of the speed would lead me or my family into severe issue. I am sure you are aware of the consequences that I am trying to address you. 5) while driving vehicle on long or short journey I face issues where the vehicle gives punch or a hit on the accelerator. 6) front beam light which I do not use at all. Use very seldom the right side and left side light has alignment issue. These are those issues which I have already discussed with your people on every service occasion. But all I hear from your representative is we have checked the vehicle and all of your concerns have been resolved and you will not face any issues. Unfortunately the issues remain as it is. I would like to enlighten you I am a busy person and I do not have ample time to run behind you for these issues. Therefore I would request you to handle these issues before it lead me or your company into trouble. Moreover I have completed 30000kms and I will bring my vehicle for service based on your written confirmation that all my concerns will be address amicably and that I will not face above mentioned issues again. Also moment the vehicle is serviced and delivered I need a letter from your company that all the above issues have been resolved.in case if the problem still persists company / (al futtaim) will replace the vehicle immediately for customer to avoid any ambiguity in the future. I hope the above is to your kind knowledge and deem you would revert to me asap.in case if you fail to revert to me. I will send this information to all legal authorities in uae. Regards, kenneth joseph [protected]

I am "s" from dubai, uae and I have a autoloan from alfuttaim finance.

This march month I had not paid, and when shamin contacted me I said I have joined new company and I will make the payment by 31st this month end as soon as I get the salary.

He is been harassing me since and threatening me the entire month, daily.

He has been harassing me by continuously calling me from his landline number [protected], without leaving a sec
He called me a liar and a person with no integrity and he yelled at me.
He also threatened me by saying he will come to my office and create issue here.
Though I have specifically informed him I will make the payment by 31st this month.

He made some one by name syed call me, from mobile number [protected] call me saying he is from legal dept and this person started yelling at me though I also said I will make payment by 31st and had informed him how shamin treated me badly, but this guy also treated me the same way.

Is this the standard procedure of majid al futtaim team to handle customers?

I stopped attending his calls as I felt he is not a person who is respectable or can be given respect and also his friend syed.

Shamin came to know about my new company details because I had informed him, if I had known that shamin is not a respectable guy and with no brains, I would have asked him to connnect me to someone senior and would have discussed this with him.

Today shamin is calling my office and is harrassing a lot and is making unnecessary issue, though he have no rights to call the office. And he is continuously calling without giving a sec. I want to know who gace alfuttaim rights to call my office and harass them. Is my company having any loans to you or are they anyway liable for my payments?
Shamin has insulted me by calling the office and creating issues in my office.

If I loose this job, I will make completely al futtaim responsible.

I am planning to report this concerned authorities about the harassment I have faced from your collection team and the way I am treated and called abusive language and yelling, which is not accepted by anyone. And that to for this month payment pending. And lodge a police complaint. But before that I decided to write to you and see your response.

Also kindly request you to forward this email to mr rasool hujair, ceo, so he is aware of my situation.
You website doesnt have any inforamtion on how to complain or where to complain.

I have written the same email to automotive. [protected]@alfuttaim. Ae,,... Now, I will make a payment only if I get a response and what action has been taken against such treatment given to me.
Kindly awaiting a genuine response by email.

Regards

I make an accident with my honda and I give it to service.
Yes, I have major damage in the frontside but service staffs said that, they need 1 month to fix it. I didnt understand because car is not burned or something.
They said that the parts will come from japan or america and they didnt know that how many days they need it.
Anyway, I accept to 1 month. But 1 month is finish.
Service staff call me last monday and he said, they are just waiting the seat belt and it will be come in monday and car will be ready in monday also. Because he said, its very simple the install it.
And today I called them and they are saying now they need 2 more days! Because part is not came yet.
I need to understand, they ordered all parts new and all the installings and fixing is finished on car. Just the seat belt they said. Why they didnt order that part before?
And secondly, I am driving japanese car not french car or german. I know that its hard to find the parts on europe cars. But japanese? Everywhere is japanese car in uae. And honda is selling a lot car here. Why they dont have the parts here? One simple seat belt is not coming in one month!
I am really upset for that. I was planning to buy ford mustang for myself. I didnt bought it because I was thinking service delays and quality. I really dissapointed. Because I trust japanese car for that I bought honda.
As soon as possible I will sell it and buy another brand...

Unacceptable customer service experience. Pure service and negligible staff to the guest, in the car service reception. No communication. And even in the present of the supervisor. Really they should be more professional then that.
I booked a service for my car on the 1st of may, I had same changes and I called back the lady from alfuttaim to sweep my booking to the 2nd and she said to me-that’s fine 2nd of may at 3:20.in the evening of the same date I receive a call from the lady confirming my booking tomorrow at 3:20. I correct here that my booking is after tomorrow and at tomorrow at 3:20. She said (ahhhhhhhh, okokok no problem) even she didn’t apologize, after 2 hour around 18:30 pm a received another call from alfuttaim from a gentleman confirming also my booking tomorrow. And I repeat myself again and I corrected him as my booking is after tomorrow at 3:20 and he’s reaction was same as his colleague.
On my booking date I was shocked that my booking is existing in the system but not in the service car, the lady in the reception she took 10 min to solve out my issue, and she told me: other counter pleasssssssssse (my god how interview this lady in alfuttaim) I spend 20 min waiting in the counter and people gimping left and right and supervisor seating from his computer don’t know what’s happen in the word. After that a gentleman teak my paper from me and I stared to complain about the all issue and he was sorry for this, and he ask me for 350 aed for the service. As per my contract with alfuttaim, I had 2 services free. The first one after 1 000 km and second after 5 000 km. And he told me no sir, is only one with 1 000 km, and he mention that it can be free. So he tries to call same one and nothing was done.
Intel now I didn’t do my service, and really that teach my heart special as I m working in customer service and I know how it’s bad to get like this poor service
Staff:
 poor costumer service.
 poor service recovering.
 poor communication.
 poor recognition to the guest.
 unprofessional staff.

Younes benchrif
Younes. [protected]@hotmail. Fr
[protected]

Dear mr fahd abdullah,

I am surprised that since my email no one has responded yet or bothered to reply on my complaint logged as below. Can you please look into the below email trail and give me the feedback and comments as to how can I proceed with the rectifications works on my vehicle.

I really don’t see the slogan of afm (we care and it shows) ……..! Through the experience I am going through.

Best regards,
Vh

Dear mr nazeih,

As you know that I have been visiting your workshop regularly in resolving the mechanical complaints I have since I have bought the car and on my 1st service. I do want to thank you for your personal assistance whenever I arrive but its very sad to say that the problems in the car are arising every week as I have just touched 10k (km) in my lx570.

With all due respect, I have talked to ms afshan as well on the problems arising in my brand new lx570 since I have bought them. Please find below the problems which are still there and more to be added in the list. I would like a serious course of action to be taken into the repair works as this is causing my time to lose (financially) and what was told to me about lexus image upon purchasing is a false on quality, service and the value I have spent.

• the wheel alignment is slowly getting out of line. The car instead of going straight on highway it slides towards right hand side, even the steering is straight. (this has been checked but when I hold the starring to go straight, the car still maneuvers to the left even driving on the straight track – still not rectified)
• while driving at constant 80km/h the car tires have wobbling feeling. Not smooth as it should be. (it was gone for some time when replaced the propeller shaft – but now it’s back as many people sit and say the same thing (this lexus is not as smooth as others – better get it checked) this is creating a lot concerns about me and what the lexus I have purchased.
• the car gear when shifting at slow speed makes a knock sound, it does not switch the gear as smoothly as it should be doing like 3rd and 4th gear. (this is getting hard and harder as we proceed, and until now not yet explained)
• the passenger dashboard wooden panel is melted and cracked as well which is clearly states what poor quality materials is used in lx570 and its hard to believe that small cars can bear the heat and this one cant. (the part has been shown to mr fernandes and requested 2 week time for replacement 1 week ago, so I will wait)
• while driving when the ac is running there is buzzzz noise comes and goes and is soo irritating while driving on long routes.
• when the car is in park position, the engine has rattling noise as if the engine is getting old and is going to shut down. Not at all lexus quality of engine.
• on side driver side mirror there was a scratch from the previous service by af technical team, and now it’s very obvious though mr nazeih did help me out, but it should be replaced immediately.
• very poor handling of any car by the service team.
• I went through the same issues from the lexus service team as before, no changes. Rather customers are complaining right in front of me too.
• very poor quality vehicle washing and team involved in the area.

Overall the suv lx570 is not at all comfortable as other toyota cars are and I am not at all happy to take my vehicle with the poor and bad service quality again and sped half of my day just trying to tell them how to driver other peoples cars and take care of it. I thought owning a lexus (as said by ms afshan) is a difference experience and a pride of joy when driving the luxury vehicle.

I kindly request you to discuss the same with the higher management and look into the issues as above and please provide me with a resolution so I have a right lx570 in a normal working condition and be happy with my investment.

I will be looking forward to your feedback and comments on the overall solution for the concerns I have been raising.
Best regards
Vh

Dear afshan,

I am not sure where to start from but I would like to express my feeling about a very poor and low quality 1st 1000kms service from ramool branch. Being a lexus customer, I was not expecting this kind of experience. Not blaming you for this part, but I have gone through waiting period of 4.5hrs, stress, dirty car delivery, unprofessional staff, ignorance and un-acceptable driving patterns of my new lx570 by your service staff.

I had gone to mr kareem before, who is so casual and un professional that he has no interest in any customers concern and his attitude is very laid back. After going through the car acceptance period (appointment was for 8:15am and turn came by 8:45am), I was told around 1.5hrs it will be completed. So I waited in the lounge. Meanwhile waiting, the car was under service, one of your technicians with grease and oil hand sat in the car and started to work on it, he touched the screed, buttons, and for sure steering as well. Now there is grease and fingerprints mark everywhere. When he was asked by team lead, why you did not wash your hands he casually nodded his head and said (so!) this is very un acceptable for the service team. Then the car went for cleaning and there they were using cloths from some bed sheet all dirty, old, and stinks while leaving water marks everywhere on the car. Even a small car wash place have proper cleaning cloths not bed sheets. Here the car was driven by an unprofessional driver with very aggressive approach to the car, as if it’s a race car not lexus. He shifted gears like as if he doesn’t care at all or it’s a daily routine who cares? Me and some other customers were surprised on his driving behavior as he gave the car to a yellow shirt team member for delivery.

Here I had raised a concern requesting to meet service manager, but he was in a meeting. Then the car went to some technicians again to remove the grease marks and came back for delivery without any outside cleaning and now there are some round white spots mark on the silver door handles and on door side railings as well. Now due to negligence from mr kareem, I sat there for 25mints, I approached to mr fernandes, who looked into the delivery of the car, he said due to some spray paint in the air the car has white spots on the handle, which he said he will look into it. I took him to mr merlyn and showed him his hands full of grease and dirty. Then fernandes, as a concerned staff took the matters in his hands and request for checking on the handles why it had spots. He got the spots cleaned and then got the car cleaned for delivery. By the time I left it was already 12:20pm lost my meetings and had more worries for future, that should I give the suv to them or not? Did I made the right decision on purchasing lexus 570?

I kindly request you to please forward this email to your manager and service manager at ramool branch, so me and 3 other customers like today don’t face the hurdles next time. I kindly request you to please look into the below as well:

• there is not proper role play.
• there is no tag number, or flow of information on the service process.
• when you step in to the service area, where to go first? Who will help you?
• when the car is delivered, your team member took the keys with him twice and forgot it somewhere.
• no proper hand over of car and documents no idea.
• the service team inside sitting have no clue what is happening outside upon the delivery, they don’t even bother to come out and see what exactly customers are receiving.
• call back promised, but no call back.

Ms afshan I kindly request you to please look into the details as above and I am looking forward to your support with proper response your service department at earliest possible. I hope you will do the needful and don’t make me feel regret why I bought lexus 570 and hope al futtaim motors can do better to what happened today. My problems as per my email from last week still remains and as per mr fernandes they need the car for inspection for about 3-5days, which I need to discuss with the service manager please not any service team.

Please feel free to contact me anytime, and I will look forward to your support and call back as well.

Best regards
Vh

I am a loyal customer of al-futtaim enterprises..
I also ensure my car is always sent to them for service on regular intervals..
I have faced severe service issues with them.
I own a honda accord 2007 option 1 with completely topped options.
Since my car was due for service as well as I had certain bodyshop job's pending so I went to their umm-ramool branch and had my car dropped off. This was approximately on the 16th of october 2008.
I spoke with mr. Praveen, the bodyshop advisor who suggested I collect the car from the bodyshop once fixed and send it to the service centre once the repairs are done.
This mr. Praveen, who fails to understand his client is about to face problems with transportation did not agree to take the car right behind the bodyshop where the service centre exists..
Moreover.. I had an expensive pair of xenon lamps installed on my car which was perfectly functional when I have delivered my car to this bodyshop. I have also made specific note in the section that my lamp may have to be replaced so please ensure you keep my xenon's aside so I can have it collected along with the car. They decide to dispose my previous light as well as the xenon and have convieniently installed a new yellow lamp which hardly costs 50dhs in the showroom.
When I spoke with mr. Omer from the body shop and I requested him to send my car to the service centre.. He said it will be sent within one day. I fixed an appointment and they completely forget about the whole request. For another week I was not in the country and I return back to see my car is not yet ready from the service centre. I was surprised and shocked to see my car was not served in the right manner.. To top it all its time to collect my car on the 28th of october or so... And all formalities cleared, I receive my car with one yellow light and one white xenon.
I spoke with mr. Paul from the service centre who at this point decides to tell me that I have nothing to do in this please consult the bodyshop. They have replaced your light not me.
Fine
I now go back to the body shop and there I speak with mr. Vijay who co-incidentally is handling my bodyshop file now since praveen left the company last week... What?!?!?!
Okay so somone takes my car into the showroom, leaves the company and doesnt bother informing them about my lights.. So mr. Vijay also decides to pass the buck on to the next day and he says please call me back. I have placed nothing less than 50 calls to get in touch with this one person vijayraj or whoever he was, and the next day I inform the operator.. To ensure vijay is in the company so I can speak to him. I walked up to this person to inquire about my lights and he said I cant do anything I am sorry and walks off. I went to his desk and patiently waited till the coast was clear for me to speak to him. He walks around the whole showroom like I never existed and starts making calls. I agressively asked him to help me with this issue or I may have to raise a point here.. Then he diverts my issue to some so-called-manager mr. Faisal who immediately has my car checked and calls the conserned mechanic who handled my file. As per the company policy.. Any damaged or non-working item is placed in the boot of the clients car.
However mr. Faisal promises to get back to me within the next day. Assuming he wont, I ensure I take down his number so I can make my regular attempts on inquiry.
So mr. Faisal as expected doesnt call me the next day and when icall him up.. He says the mechanic said the light was not functional and it was disposed. However he claimed that it is not assured if the item was disposed because as per company policy it is still supposed to be disposed in the boot of the car.
Till date 10/nov/08... No faisal has called me back over the same issue
If this is where customer service is going of such a huge company... What can we expect from smaller garages? They may probably flick another 2-3 engine parts not bothered about clients safety or cliental value.

I will ensure I place this complaint on as many blogs as possible.
Thanks
-mohnish
[protected]
(note - if any of the telephone numbers / contact details of alfuttaim employees are required for reference... I can have them availed since I may have called them atleast 10000 times...