DO NOT TRUST THE SERVICE MANAGER AT KEEMA, MT GRAVATT – If you have an issue with your service and she promises some sort of action to rectify the complaint, DO NOT MOVE OUT OF HER OFFICE UNTIL YOU HAVE WRITTEN CONFIRMATION IN AN EMAIL AND YOU HAVE READ THE EMAIL ON YOU MOBILE PHONE. This advice unfortunately relates to ALL managers, salesman and staff at Keema, as the General Manager of People and Operations who ineptly handled my complaint against her has confirmed in writing that anything you are told by a staff member at Keema is not valid unless you have it in writing. It is sad that you can no longer trust managers at large company who states that they care about customers – What a joke.
I unfortunately trusted the service manager’s word and found out later through my complaint addressed by General Manager of People and Operations at Keema that there was NO record of a $60 credit that was negotiated, and he stated that as this was not documented, the credit was not valid. I had an issue with one of the incompetent staff in Feb 23 and was incorrectly charged. I raised the issue with the staff and they did not care, so I went and saw the Service Manager the next day. She agreed that there was a misunderstanding and stated that she would credit my account with $60, which I accepted. When I went to book my car in for the 10 Year/150,000km service in Jun 23, I rang up to verify the price less the spark plugs (as I had replaced then less than 12 months earlier due to an interstate trip) and the $60 credit. The staff told me that they could not delete the spark plugs from the service and I stated that I was not going to replace the spark plugs (that last 10 Years/150,00km) that were less than 12 months old and they stated that if they do the service they will replace them and charge me again for new spark plugs. I told them to cancel my booking and I will find a mechanic who will complete the 150,000km service without the spark plugs, so I never got to ask about the credit. My IX 35 was also using excessive oil and this was being checked however from Feb 23 to Nov 23, the Service Manager had been extremely rude and condescending towards me and ignored my emails for five months when I was waiting confirmation of the next step with the oil issue, after the final oil check was completed in Jun 23. I got sick of waiting and lodged a complaint, which was incompetently answered by the General Manager People and Operations, and after finding out that Keema do not care that their customers are being treated badly, lied to and ignored and they support their managers dodgy actions, I wanted nothing to do with Keema and requested the $60 credit be returned as I was not going to use it, only to find out that the Service Manager had lied to me and the credit promised did not exist.