Al Futtaim Group
reviews and complaints

I bought my RAM1500 in 2017 brand new with service warranty package. Only driven for 19, 908km when the front right axle broke down. I have sent it to Trading Enterprise Umm Ramool on 16th November 2020 and was informed that it may take up to 50days to get the parts and replaced and fix the problem. Unfortunately till now, there is no news from them and the car is still at the workshop. I have contacted the service centre and they said delay is due to Covid and due to the breakdown is most likely manufacturer defect. I requested for replacement car as it has been more than 2 months but was informed that ther have run out of replacement cars.

I collected a brand New Previa today from Al Futtaim Shk Zayed road and the fuel tank was empty, this is not the way a car should be delivered after spending AED 117K, I have lived in Dubai for 16 years and have bought many cars but a first from Al Futtaim - very disgusting behaviour from a Conglomerate, no cooperation from your sales people

I would like to share a very poor customer service that i experienced today from Toyota Service centre Sharjah.

The following is the sequence of my experience.

• I handed over my vehicle, PRADO, to the service centre, Sharjah at 8.20 AM Today.
• The customer representative lady confirmed that vehicle would be returned after 6 hours on completion of the service.
• At 1.30 PM, She called me over the phone and informed that service is completed and washing is pending. She informed me that she will call me back around at 3.30 PM when vehicle is ready for collection.

• I waited at my home till 4.15 PM waiting for her call. But she did not call. I tried to call back her on the local number she had called me. But, I got the message that number is wrong.

• As I know the service centre closes at 5.30 PM, I contacted on the central customer support number, at 4.15 PM, (800-TOYOTA) to know the status of my vehicle and for the solution. They send message to the concerned customer service lady asking her to call me back. The central customer service team informed me to wait for her call. To my surprise, She did not call me back

• So, I contacted the same central customer support team (800-TOYOTA) again at 4.30 PM. They told me to hold the phone while they were trying to contact with the customer service team at Sharjah. I hold the line for about 15 minutes. After that, line got disconnected without any result.

• I called again on "800-TOYOTA" at 4.45 PM again. I am getting different persons on each call and so I was forced to explain the story in each call. This time, customer support team gave me the mobile number of my concerned customer support lady . I called on her mobile, but calls not attended, nor called back.

• Fourth time, I called on the number 800-TOYOTA and requested to formally register a complaint. A complaint is registered ( Ref.No: 107844).

• Immediately, at 5.15 PM, I rented a taxi and rushed to the Sharjah service centre to reach there before it closes at 5.30 PM and reached there at 5.35 PM. Fortunately, it was not closed.

• I came to know that my customer service agent had left the office early from office and nobody was taken care of my case. Vehicle was ready hours before and the paper was kept on her table.

• Then other staff there helped me to get my vehicle. I had a trial run before I take my vehicle.

Based on the above poor service experience, I would like to ask few questions as below:-

(1) Even if a customer service agent is absent/unavailable, is there no alternative arrangement to take care of the customer needs which this he/she was handling ?

(2) When the central cutstomer support team tried to contact the customer agent at Sharjah four different times, there was no response. How it is so? In this case, what is the reliability of this service.

I need to get clarification on this subject. An apology to cover the deficiency in the system of management will not help.

Regards
Pareedkutty
[protected]@gmail.com

I am writing with regards to the RAV4 (2019) that I bought from Al Futtaim Group in July 2019.
In the same year, within a few months of purchase, I realized that there is a noise from the AC. I took it to the service station; and the Workshop Manager fixed it.
But again in the last quarter of 2020, I realized the same noise coming as soon as the AC is switched on. I took it twice to the service station in Musaffah, Abu Dhabi. But strangely enough, the guys out there tell me it is 'Design Problem'. They took me to a new RAV4 that was being prepared for delivery to a new customer, switched on the car and AC. The AC did seem to be making a similar noise but at a very very low scale. Thus, they concluded that nothing really can be done about it.
After spending AED 130K for a new car, it is not at all professional for the Al Futtaim Group to not fix the customer's problems.
I have been reading on the net about some customers facing similar noise from the AC - so whether it is Toyota or Al Futtaim, there needs to be a resolution! Appreciate if you could kindly look into this matter. Thank you.

I bought a car in on 10th november 2020 and return back to service center on 12thnov2020.
Till now iam using a car with issue but no help from their staff.. they only seem interested to sell car...after sale its customer headache.. i feel like cheated with my hardearned money.

I'm a loyal customer since 2013 and my Honda accord have service 175000 and I have dropped the car at 7:55 am and when I came at 11:15 I got chocked when discovered they didn't even start the job on my car.

I'm really disappointed after 8 years and will never bring the car to Honda service rashidiya centre any more and if I have the right to promote this center I will give them zero for 2 reasons. Service is very weak and problems I'm facing in my car because I have changed the 4 tires with them from day one I'm facing problems and every time they are doing balancing and rotation which is useless.
Unfortunately I'm so disappointed after loyalty of 8 years.

We Booked Toyota Hiace 3.5 Litre High roof with Chiller Delivery Van on 10.09.2020 and we decided later to change the Engine Variant from 3.5 to 2.7, Then we processed all documents and when we went for pick up the Van on 26.11.2020, It was the old model and the salesperson did not mention anywhere that this will be an old model if we will change Engine Variant.

Solution
We are really disappointed with this mismanagement from Al Futtaim Deira Branch - DUBAI, and we need to return this car and get the same generation vehicle we requested before since.

Am irritated to write following message

I bought toyota Fortune before two month back with faulty tyre after lots of struggling toyota changed the tyre.

From the purchased date itself I was complaining for differential gear up normal sound while move from reverse to d drive .

I visited lots of time to Abu Dhabi airport branch to rectify unfortunately their not ready to receive the car.

After complaining from customer care the received my car for rectifying .

Almost 3 days my vehicle at toyota service center for rectification their are not giving proper answer

There were saying this sound is normal for toyota Fortuner which is irritated sound .

Simply my well wisher are say whether is demo car or used car because of the sounds.

am requesting toyota to rectify the issues and handover the car without any problem...

Am feeling now I lost my money with toyota the satisfaction rate is zero for this particular cars .

Al Futtaim Motors
Dubai UAE
Dear Sir,
I by the undersigned booked a Car from Toyota Showroom located at Dubai Airport Road and they had promised me that I will get the keys within 3 working days until 3rd of Nov, 2020. But I have not received the car until to date, I have contacted several times at showroom but nobody is giving me any promising date for the delivery, I have been tired of their miscommitments, I am a Toyota user from many years and have bought 4, 5 cars. But this bad experience has really disappointed me due to which my mind is being changed now. If I will not be intimated with the exact status of my car & strict action won't be taken against the poor management and their services, I would withdraw this deal.

Thanks & Regards
Asad Ali
[protected]

Dear Sir,

I am writing this email to highlight my attention and bad experience with Al Futtaim Group service center (Automall Service Center Umm Ramool Dubai).

I buy a car Nissan Tiida from Al futtaim Group sharjah dated on May 2020, after that I getting abnormal noise in my car steering while driving from first day.

Then, I went to work shop twice to fix the issue but they fail to fix it, because after getting my car from work shop same issue happening again. Then, I request to replace my car steering but no body is taking action and staff is saying that no problem in my car even though they are hearing the steering sound in my car.

I appreciate if you can help me in this regards, Since my car is under warranty.

Hope for your consideration and positive response.

I have attached my car registration card for your reference.

Regards,
Afzal Ali Akbar
Mob - +971-[protected]
Email Id:[protected]@gmail.com
(Abu Dhabi - Plate Number:-9/33719)

[CAR DETAILS]
GAC GS8
Plate number 813236
Vin number LMGJS3G85Kw1011790

Hi,

This is in regards to raising my concern about the 'Car Radio', which is not working properly and is very noisy since the New Navigation system is installed in the car.

The white GAC-8, was purchased in October'2019 and the car was upgraded with the navigation in December'2019. Immediately after that, the Car Radio caused
a problem and was very noisy & unclear. The matter has been raised with the concerned team/engineer at the workshop (Industrial Area, Qatar) and is pending
for an appropriate solution since January 2020. After every 3 weeks or so I Inline image

am calling up the concerned team/engineer for an update on the issue, however, it has been very
disappointing to receive "NO"timeline with every call and NO possible solution.

Also, to my utter surprise, one of the concerned person, named Mr. Jacob, advised on downgrading the car by removing Navigation in order to resolve this issue.
Also I have emailed Ms IVY and do not get any response from her end.
So, my question to you is, will GAC refund my money back for downgrading my car and removing features for which I paid for? The struggle to receive an appropriate
solution to the issue has made my experience of owning a GAC very frustrating and upsetting. Clearly, the engineering and customer relations team is incompetent in
resolving my issue and I realise it was not a good deal to get associated with GAC. Adding up my one year of experience with GAC, I am doubtful of recommending
the brand at all.

Therefore, I request you to look into my matter with urgency. Appreciate your response at the earliest.

I was cheated in al futtaim automall in festival city. Last week I booked hundai creta 2017 model white colour. I submitted all documents. When time came to collect my car I was in big shok. They gave me different car. Same model but different colour with higher millage. And they don't want to change. They said that somebody already booked already white colour and they cannot do anything. This things really not exeptable. This is my worst experience in my life.

I have sent following email on 29th February 2019, but still no response even after reminders.

Dear Santhosh,

Could you please update the Warranty details of the following car, as per my previous two visits it was not updated in your system;

Vehicle Model : RAV 4 2019 - GXR
Chassis No. : JTMR13FV7KJ009963

Further, I would like to record my disappointment with your services which have occurred continuously twice in arow.

My first visit was on 17th February 2020 to show the defects or problem which I have felt something wrong as listed below;

1. Wind Noise inside the Cabin:
I felt there were a lot of Wind/Air noise inside the cabin. A technician called Sujith come along with me. Where his response was it is Manufacturing Defects to this model as they cannot help me out. While I am accepting that it might me a manufacturing defects. I would like to record my frustration that no one from Services and Maintenance team took a formal complain from me to inform the same with TOYOTA head office or to the concern people.

2. Phone Hands free connectivity: Resolved problem with my NOKIA phone.

3. Door Sounds:
I have been informed by Sujith as it is normal, but still feel there is something wrong (partially satisfied)

4. A/C Sounds/ Noise.
on 17th February 2020 Sujith have told me record the sound and to bring when I am coming. The A/C sound was abnormal and it keeps increasing and annoying. I have share the sounds which I recorded as requested by Sujith and I have shared you through Whats app on 20th February 2020 on my second visit. Since I forced to drop the car in your premises for further examination (related to battery issue) I have asked you look into A/C sound issue also.

The response which I received from your end on 21st February 2020 was that your technicians couldn't identify the sound. Just drive for sometime if it is increased please bring it back.

I have enclosed the recording which I sent you through in Whats app on 20th February 2020 and 2 more recordings which recorded on 21st February 2020 while I am returning to home from the Toyota Service Center. For sure any one can easily identify the noise without having any technical knowledge.

I really disappointed with you and your team that I have been requested to bring if the noise increased further. It is simply wasting my time. For sure, I can not simply allocate another time or date for the same issue which you were not addressed properly. Any consequence related to this matter shall be borne by your end.

My second visit was on 20th February 2020 which related to battery issue;
On 19th February 2020 morning I couldn't start my car it seems to be dead. I have rushed to office with a TAXI. Evening I tried to start with a help charging through the cable. Where I managed to start the car but I couldn't re-start the car after minutes. So, I have called Mohamed Elsyed (Pre Owned Sales Executive), he have requested me too bring the car first thing in the morning.

So, I have took the car to your Service Center on 20th February 2020 morning. Although I came as walk in it was not a busy day at all.

You have requested me to dropped the as you wanted to check if there any other issues related to battery and it's related component. Where I have dropped the car and left your premises (around 9.30 am to 10 am)

I have called around 5.30 pm to follow up about the car where your response was that technicians are still checking. Again around 5.56 pm I received your phone call from your end (land line) stating car is ready for collection. You have requested me to collected the car before 6.30 pm or to collect next day in the morning.

When I asked what was the issue, you have responded me the connectors in the battery were loosen. If that is the real case; then my question is why TOYOTA technicians took almost 7.50 hour to identify that simple issue? which simply cannot acceptable. If you could have understand the customers situations, you could have done in with in 10 minutes without wasting my almost 2 hours time in your show room + my Taxi fare from your premises to work place 20th the February 2020 + again Taxi fare from my home to your premises on 21st February 2020 + A day without a car for no reason.

Further, would like to record that I have received my car back from your end with a lot of bird faeces. Definitely I cannot accept that kind of treatment.

I have enjoyed a nice service from your dales team during my purchase specially from Mohammed Elsyed and I am expecting the same from your division too.

Dear
I sent my car civic REG.95973 code T last year for updating RTA system I dropped for 2 days in umm al ramool branch but till now your team not update my registration is finish can I ask what is the reason and without registration if police catch my car how is responsible for that
I AM WAITING YOUR REPLY AS SOON AND I AM IN YOUR SERVICE CENTRE IN UMM AL RAMMOL BRANCH

Good day sir.
I would like to inform that we have a motorcycle registered on Dubai -26024.
we need to cancel the vehicle. but the RTA system showing that there is a mortgage on the vehicle from the Al Futtaim.
we are requesting continuously (More than 4 month ) to Mr. Manuel for updating the mortgage. but did not finish these issues until today.
we need to clear the issues immediately because our traffic file blocked.
so pls update ASAP.

regards,
Ibrahim
[protected]
P.R.O Gulf Pastry

Dear group

Actually I have a complain about the web store of carrefour egypt and sending out of desperation, since yesterday i am trying to buy online an item for about 4800 EGP and there is issue in the payment of credit card the portal keeps always cancelling the request and not directing me to the payment and sending a mail and calling the customer care service in Egypt they employees seem so careless and keep mentioning that they have upgrades with no resultion till now . I hope you would take an action against this practice as I think it violates the e-commerce rules.
I always trust your services and quality here in UAE as i am a resident and shocked of how things are running in Egypt.
I wish to hear from you soon.
Regards
Ahmed

Roof weld disassembled during warranty time
My car in the body shop more than a month with no respond back with my answer my calls
With no support a replacment car
I'm asking a new car
It's not the first car from toyota I owned
Never faced a situation like this before in any other car
Very disappointed
There is video attached to view my roof in the body shop

I've been beaten by the security of CFC!

There was alot of parking lots that he refused to make me park in. And after I parked away and got back to him asking for a reason of what he did.. he pushed me away saying that he has work to do & has nothing to talk about.

I asked him for his name, he replied back with I have no name. I asked the other security people and they told me we don't know either.

I don't know what kind of service is this from a company that supposed to be respected.

Hi, am a loyal customer and frequently do my shopping from guess, till i bought 4 purses that I didn't use for almost 1 year and they were kept in their boxes, when i started using them after one week, i was shocked! As the leather started to peel and they turned ugly, so i emailed Guess with the images with their current status and advised me to head to the store where I bought them and they will help, i did so and actually am not aiming for refund am just a loyal customer and was shocked with this poor quality .
I visited the store on 07/12/2019 ( korba branch)
And actually the man on cashier was very rude and didn't even listened to me he was challenging me that they were stored more than a year he didn't even bother to say sorry about your experience and when i told him so, he said i would say sorry if they were stored less than a year!
No empathy, No care about customer .
All his body language and words were too rude to be said to a customer

I really need you to take serious action about this . And for me i will never buy again from guess and i'll share this experience with all my surroundings.

Thanks

Al Futtaim Toyota Service center in Al Badia received my car on 9th December 2019 for servicing. I received my car a day after their poor service I found out that someone from their servicing team had "stolen" a brand new perfume bottle which I had in my car.

I place a complaint with the service center and its not a surprise that no one from their management replied.

I think that Al Futtaim is not paying their employees thats why they are stealing customers belongings from cars which they receive for servicing.

Very terrible.