Al Futtaim Group
Reviews and Complaints

Dear Team I had an appointment today at 9:45 am .I am really disappointed with the response i got from the service desk.My concern was to find out how the unused spare Tyre got busted which could have become a big causality.Really wonder it could affect the same series of cars sold during that period.

The service desk were not even bothered about it rather finding the excuse that after 1 year no responsibility on tires and asked me to contact vendor directly who is Dunlop.

Al Futtaim Motors being one of the pioneers in the field of car services in UAE should be the one setting standards to others when it comes to customer service.
This kind of acts are just unacceptable .

Hope you will do the needful at the earliest

Thanking you in great anticipation

Best Regards

Renjith Senan
E-mail [protected]@yahoo.com
[protected]

Hello al futtaim mgmt team
I paid amount of car on 1 st may still now car is not ready festival city showroom told it will be ready in two days but still not ready and no response you guys doing business only not friendly customers and I spoke with sales person he is telling some bulsheet stories and telling if you speak my manager also what that mean they also aware all problems.
If they know about all problems why they has to promise to delivery of car and why they recieved full money .
This is completely failure of al futtaim motors 1st visit I had so much trust but now it is gone I will not encourage anyone anymore but in al futtaim.
Stupid service only making money

I bought a renault symbol 2016 model, first registered in 2017 August and driven only 40, 000kms. The car looked like a new zero meter car. When we did test drive we didn't find issues other than starting trouble which they rectified by changing the battery. I made the full payment in cash on 04th April. Got the car delivered on 09th with full registration, insurance and one year warranty. Since 09th i got the car 5 times to service center just because i get engine warning everytime and car get turned off in the middle of traffic. They changed battery, spark plug, throttle assembly, ignition coils etc. Till now the problem is same and we are thinking of taking the issue to consumer board

Hi, I just completed 65k service maintenance for my car and took it from Al Wahda service center at around 6:45pm. It was dark when I received my car from the driver. When I reached home to check my car condition I noticed several smudges on my car glass windows. I tried to remove them using a clean Fiber cloth but it seems that someone used a chemical to clean my car window as it is to hard to remove! I tried to call the service advisor at the branch Mohammed Sohail but he didn't answer the phone, called also the branch but no one is picking up. I'm not available tomorrow due to work and I need them to remove whatever they applied on my car windows! This is not the first time I experienced a horrible service in this branch. The technician doesnt seems to care on my vehicle and a direct contradiction on your professed values and mission. Pls call asap.

I have been a loyal customer for Toyota, I used to hear they have a "great service".
This has to be the nightmare scenario for any car user who gives his vehicle for service trusting the showroom.
I gave my vehicle for service on Feb end. While driving on the road, I heard a sudden cracking sound and things flying off the roof of my car. Later on upon getting home, I noticed that my roof rail has been broken and taped together.
So I gave a call to customer center who asked me to visit the sheikh zayed road branch just to register a complaint which could have been easily done on phone.
After getting there, the branch manager mary said in 3 days she will inspect the cctv footage and let me know. It took her more than a week just to get back to me, and shockingly she just admitted to it, no apologies were given and when I told her of the roof rail pieces falling off on the road and causing safety risks for other motorists, she brushed it off as if it is a minor inconvenience. They just acknowledged the damage without apologies or any incentives as an apology.
3 weeks passed and no contact from them to fix the damn rail, and I have been constantly chasing after them, when I call mary she just hangs up and when I call the customer service they keep saying they are "sorry" and somebody will reach out, but nobody does.
There was Darwin at customer service who acted like he will take action and then was not reachable at all.
April from the customer "happiness" (the irony) said she would take take action if the issue isn't resolved in few days. Now when I call her, there is no response from her either.
This has to be the worst unprofessional, unethical and shameless service center. From the service agent to the branch manager are careless, I find it extremely shocking that the roof rail was damaged, and even more shocking was that to cover up the mishap rather than fix it, It was tapped and they tried to cover it up. The unprofessionalism from the branch manager mary and the customer service agent is even more shocking, they keep saying they will send a driver to fix the car, it's been 6 weeks and no resolution has been reached.
At sheikh zayed branch, The service is overpriced, the vehicle is always dirty after service, unprofessional service agents, you have to wait for a loooong time for no reason.

Reading all the negative review of others m not surprised, but I will never again deal with Toyota, and would recommend everyone else to not deal with them. I find the service of Nissan much superior compared to the crap of Toyota service.
It's been 6 weeks and despite continuously calling them, nobody has bothered to fix the damage that they did, and legally might be the way to go.
#toyota #unprofessional #unethical #boycotToyata

I have a complaint regarding an electronic bought on February, your sales man or the merchandiser focus only on selling, no follow up on after sales, and bad thing about carrefour is you are cheating, showing one option on the display and selling totally another one, I'm totally disappointed with your sales man and your service, i always buy electronics from lulu and this is the first time I bought from you and experienced a poor service, I could imagine for how many customers you are doing this, shame on you people as you are working in great respected company

This is the second time I am upset with service at Al futtaim, Abu Dhabi (airport road).
The first service, no proper water service and second time - same thing.
After the so called ‘express service' (supposed to be done in 1 hour, ended up after almost 2 hours!), it was found that the car was not properly washed, dust particles still on the car. Unfortunately I couldn't take the pictures, the moment I found dirt on my car and informed the agent, he took the car for water service again.
This is not the way it should be done, and the agents here seems least interested. The drama your sales agent did while I purchased my car was unbelievable. After the purchase, no call back from your side, after the first service, no call back. If we fail to do something from our side, you guys yell at us like anything.
Please look into this matters, and trust me, if you guys carry on with the same attitude, you will loose a lot of customers
Thanks

Dear Head of Auto Mall.

I bought a car in the month of July 2018 (Hyundai I 20) and was informed that the car is under warranty. From the 1st week of buying the car, I am facing some or the other issue and issues are being resolved sometimes under warranty and once I had to pay to change the spark plug and throttle body cleaning. After paying for that the problem was not solved and some more issue was diagnosed and Engine mounting, gear mounting, shock absorbers were replaced. Today I got a call that the main issue which was informed to be solved after spark plug changes still exist and there would be an expense of more than 3000 AED which is not covered under warranty and they will do step by step, so first I need to give them an approval for 610 AED + taxes which I am not comfortable with. I bought a car from al Futtaim and since them one there is some issues going. I raised a complaint through customer service but till now no response from anywhere. Request you to please look into the matter and get a proper solution to this else I will have to knock the doors for Dubai consumer board to find a solution because I am tired with the maintenance work done in last 8 month.
Regards,

An Unhappy customer

ABhinav

Am very very disappointed with the car sheikh Zayed dubai alfutaim automall sold to me. Within the 6 months of buying the car, there was major leakage and Engine failure. The battery completely died within 3 weeks of buying the car. Several Mechanics have strongly said the battery was not an original battery.
I tried to explain this to the service team but we were rudely pushed away. I have tried everything to have the maintenance book and the answers I get are ridiculous.

How can a whole car breakdown in 6 months. This is the biggest fraudulent car dealers I have ever seen.

They will be very nice and persistent before you buy. Once you drive off then they live you for death.

Very disappointed.

I am extremely shocked at the unethical behavior at Toyota service center - Sheikh Zayed Rd. I had given my prado for service yesterday and the roof hatch has been broken and taped to avoid the owner from noticing.
I was extremely shocked when I was on the road and the pieces fell off causing risk to other drivers too.
This is a highly unethical and unprofessional behavior.
I cannot believe such a reckless thing can be done by the service agent and instead of fixing it, they cover it up by taping it.
Looking at the posts here, the toyota service is extremely poor and unsatisfactory.

My 2018 model Land Cruiser, Registration Dubai Q 79969, was given for its second servicing at Al Futtaim, Al Badia on 13 Feb 2019. Since the vehicle had a noise and vibration near the front right wheel, the service adviser had been instructed have a careful look at the problem. Car was returned saying everything is perfect. On inspection by another service center outside, it was observed that both front wheels were unevenly worn out.
The car was again brought to Al Futtaim on 19 Feb and showed the wear and tear of the said tyre. The tyre was inspected by Dunlop agent and they made a remark indicating 3 probable reasons for the uneven wear and tear. The report from Dunlop is attached.
I drive my car with utmost care. I cannot buy the argument that parking in one level below is a reason or any other reasons mentioned in the report; I have never taken the vehicle to desert. I drive only in good roads at specified speed. Never took sharp turn in any of the turn. If land cruiser tyre cannot sustain normal road and parking condition in Dubai, why did I go for such a robust vehicle?
Now the agency has done a free wheel alignment and tyre rotation. This will solve the problem only temporarily. I believe the reason for uneven wear and tear is due to the bad quality of tyre and it needs to be replaced free of cost. The agency says it can be done only within 1000 km. I started noticing this issue after the initial servicing at 1000 km and I was waiting for the next earliest opportunity of 10, 000 km and I reported.
I request to investigate and do the needful.

Im writing to you with regret regarding the poor quality of your product of suzuki maruti alto 8000, 2014 model.

Even though it has driven only 32, 000 km, I have already replaced the following parts from ur rajagiriya branch incurring a huge cost.
Water pump - around 25, 000
Cluch plates - around 15, 000
Eventhough after replacing the cluch plated incuring such a cost compared to a low milage, from the next day onwards I experienced a sound from the vehicle and indication of heat signal. When I came to fix it I noticed that there is a leak with coolent and I have to spend around 6000 further.

Eventhough I was relying on the good name of amw and alfuam regarding the quality of the products and the service, I am so dissapointd that you didnt even considered it under waranty, based on the low milage which is 32, 000 compared to avarage 50, 000 waranty milage.

Such poor quality of products and services makes loyal customers like us so disapointed and I will hesitate to recomend ur products and services to anyone else who is know or unknown to me.
I recomend you should be responsible for the services and products further to maintain ur good name in the industry.
I will take further steps to complain for government authorities about the defects of your products to mitigate such inconveniences for future customers.

Thank you
Owner
Alto 800
Cac-0695

I recently bought a car from Al Futtaim Automall in Festival City, and I've been fooled.
I trusted them as I wanted to save the time and headache of doing all the tests by myself.
They said the car it's good to go and now it's a hazard. To be safe driving, I'll have to change all tyres and wheel rims after 10 days I bought the car.
They don't take any responsability.

Kindly, follow up on my complaint [protected] against Mary Yangco. I have my RAV4 since 2 years and the navigation is not working since then. Every time I go for the service, they tell me it's fixed and it doesn't work later on. Until someone told me that the film on the windshield might be the problem which looked a bit weird as everyone displays this film and the navigation works properly. The maintenance team suggested to remove the film and it will work, but I asked them to put it again in case it didn't work however they refused. Until I met Mary Yangco whom I thought she was professional, she told me that they will fix it for me but she has to wait until they get the same RAV4 model and they will try to switch the navigation system and check if the problem is from my navigation or from the film. This conversation was in July and till now she didn't contact me. I called her today, but in an unprofessional way she picked up the call and she told me she is on lunch break! I insisted on talking with her but she didn't listen and repeated again and again that she is on lunch break. I believe if she is busy, she aren't supposed to pick up the call. Also, after waiting for 5 months for her call, I can't expect except this attitude from her. I'm sorry to say that your service support team is incompetent! In the beginning, they were telling me to remove the windshield and it will work but refused to take the responsibility to put it again, then Mary came to tell me they will display it again in case it didn't work. Previously, the team was ready to remove it personally but she came to tell me that they can't remove it. Here, I noticed how much there are conflicts and everyone speaks their own language.in such a big company, I believe everyone should speak one language!

I left my car in al futtaim al badia service center for Changeing my airbag which was had manufacturing fault when I left my car it was alright it was starting properly know my car is not starting they want me to take my car back in that condition. Even I can't start my car service people spoiled my starter they want to get rid of me my car plate no Dubai H 46501

I am getting in touch as I am furious with the service I have received on purchasing a car.

I have currently booked a car, paying 1000aed after being told that I would be able to take a 5 year loan with my current bank Emirates NBD and a monthly instalment of no more than 1900.

After paying the 1000aed for the first half of the down payment, I was then told I couldn't take the loan out for 5 years with my bank and instead needed to go with another bank which was more expensive.

I had no assistance from Al Futtaim to verify if the interest rate was favourable or correct with what I had been promised before booking the car and the offer I received was more than what I was told it would be before booking.

I had to cancel meetings at work to see the bank and when the representative from the bank came to me with papers to sign, the cost of the car was different to what was outlined before I booked the car. When trying to call Al Futtaim, the salesperson would not pick up and after explaining I needed to speak to them urgently no one got back in touch when they said they would.

The finance department then told me they hadn't checked if the interest rate they'd given me was good or not and now I have received no update from Al Futtaim since I had to turn the bank representative away because we could not go ahead with the deal.

I have spent a lot of time trying to sort this out which has been extremely stressful and I have paid 1000aed to book a package which is not what was sold to me. This has cost me a lot of time and worry to try and organise this and have now been left with no update on the package I was promised.

I have had no call-back from the salesperson after Al Futtaim assured me she would be in conact. Overall I am very annoyed with the experience and will be discouraging others to book with Al Futtaim too.

السلام عليكم ورحمة الله وبركاته:
أتقدم إليكم بشكوى رسمية لهيئتكم الكريمة آملين النظر فيها وانصافي جراء ماحدث ، حيث اشتريت من الوكالة سيارة هوندا CRV موديل 2018 قبل ما يقارب شهرين ، وتم إرسالها للصيانة بعد 1000 كم حسب الإجراءات المعتمدة لديكم ، ولكن فوجئت اليوم بعطل في السيارة ولم أتمكن من تشغيلها ،فتم الإتصال بالرقم المجاني وتم إرسالها إلى ورشة الراشدية للصيانة وتم اخباري بأن المشكلة في البطارية.
فأسألتي لحضرتكم الكريمة تتمثل:
- لماذا لم يتم تسليمي السيارة كاملة من الوكالة حيث اليوم تفأجأت بهذه المشكلة وأنا لم استخدمها سواء شهرين فماذا بعد سيفاجأني بعد فترة من الاستخدام ، وكيف سأحفظ حقي كمشتري حيث أن ما حدث يسيئ لاسم الشركة حيث تم وضع بطارية مستعملة على سيارة وكالة 2018 !.
- تم إرسالها للوكالة بعد قطع مسافة 1000 كم وقبل اسبوعين في منطقة راس الخيمة ، فلماذا أرسلها للوكالة ولم يتبين فريقكم الكريم من التدقيق على البطارية وهي من الاساسيات المفترض تقييمها وفحصها.
لذا يرجى التفضل بدراسة الشكوى المقدمة وبيان اسباب ما حدث وما هي الضمانات المقدمة لي لأحفظ حقي حسب العقد المبرم معكم بالخصوص وكلي ثقة بحكمتكم ولإرضاء عملائكم وحل المشكلة دون أن أتوجه لأخذ حقي من أي جهة أخرى بالإمارة.
مقدم الشكوى : محمد عبد الرحمن أبو العطا.
المسمى الوظيفي : مهندس أجهزة طبية
مكان العمل : مستشفى الشيخ خليفة التخصصي.
رقم لوحة السيارة : V 96765
رقم الهاتف المحمول : [protected]
[protected]@hotmail.com :الاميل
date: 23/09/2018

Good Morning. I left my car in Al Futtaim showroom yesterday and i went to collect the same today. The service advisor asked me to pay the money and i went to the cashier "Mushtaq". He gave two forms. I asked him, "Do i have to sign on both?". I think there is nothing wrong with this question. He replied, "Why I am giving? That is why I am giving, in order to sign". I told him, "cashiers always asked me to sign on only one form. That's why I am asking. Moreover if a customer ask, you have to reply. It's your duty". He replied, "i am not here for that. I will not reply. Don't behave like a boss". I felt insulted, honestly. This is not the way to behave with a customer. If their motto, "your satisfaction is our goal" is true, then honestly every customer should be considered and treated like a boss. These kind of people are really a curse to Al Futtaim, as they will definitely spoil their name. On the other hand, the service advisor "Ajeesh" is really an asset for Al Futtaim.

I am writing this to complain about careless and reckless service provided at Toyota service center Sh Zayed Road. I gave my Prado yesterday for service and it was delivered to me today. The service personnel name is Febin Cherian. When I gave my car for service yesterday I had given specific instruction to clean the car properly and vacuum the car inside throughly. The car was delivered to me today but to my surprise I found that it was not clean outside and inside and no work was done by the staff there. When I enquired about this the staff mentioned that they do simple cleaning as per Toyota standards and i find it very shocking that this is what is called as Toyota standards to have left entire dust inside the dash board without being cleaned. Even a very unsophisticated garage would have done a better job in cleaning the car throughly when it is given for service and the attitude of the service personnel was like you can do what you want! . Im very disappointed that there are very poor service levels.

I took a watch for gifting to my fiancé in his bday. As bday had 3 days time so I asked the store manager if more than 7 days can be granted for the change. He said ok. Then after bday, he wanted to change n we went to dfc mall again. The piece he chose was not fresh n so he said that he will come once piece is available. But store person said u take this now n later he will give fresh piece. We were not ok with that n said will take new piece directly as we thought to check collection in other mall before finalizing, but he said take this n printed bill. We were not aware of the 2nd exchange as otherwise we would have not taken. Today we went n liked a watch of higher value n they didn't do saying against policy, otherwise said to do but will give 30% as compared to 35% what we got. We weren't satisfied n thought to go to original store. They treated like we don't mean anything after sale is done. We kept waiting for more than 30 mins n no place to sit too. After that guy came n said we can't n after some time, he said we can but wil give only 25% discount.

Firstly we were buying watch of double the value n then apart from that is this called as customer experiance. Such a big brand n don't know anything about customer experience. M just repenting to take watch from al futtaim. I wish I could have taken from other store who were giving better discount n didn't had all this [censored] policy to trouble customer.
I m most upset coz it was a gift to make a person happy n memory n this is the way al futtaim gave me a memory. It s much better to take from small stores than this so called hi fi brand as they are much more cooperative n understands.

Piece I took was not even open n just came back in 2 days n explained everything. Still people were so so so unhelpful n trying to just loot money when they thought we wanted that watch too much.

It was my first experience n well even last. Would put this experiance in the forum to let people know what brands like this call as customer experience.