JD
Jason D
1 reviews | Active since Dec 2017
31 Jan 2020, 16:48
Auric Auto Acquisition has been the Death of an Auto Atlantic Reputation
Handing BMW South Africa a 1 star rating at this point is a blessing to them, I am sure many would concur that if we could, they would not get rating at all.
My experience, begins in October of 2019 and still continues...After booking my vehicle in for a service on the 14th of January, 2020, it was returned to me with the passenger door unable to lock, as the rest of them by the central locking system.
It took me three days to have someone at the Dealer, write back to confirm that I may have my vehicle returned to address the issue that was not there upon booking it in for it's service.
I was then escalated to the Service Manager, at the newly acquired Auto Atlantic by Auric Auto. Having driven in to complain about the worst Customer Service experience I had received in 20 years, the Service Manager was quick to remedy my experience, little did I know that it would get worse...
...It's 17 days later, my vehicle has not been returned and after escalating the matter to the Customer Service Regional Manager of South Africa, the conclusion has been "the dealer is reluctant to change it's stance, you are required to pay 3 times more than the agreed upon price given to you, in order to have your vehicle returned to you". At this point there are two options you may take:
1. Follow to Legal proceedings 2. Follow to the Motor Ombudsman
I am however disappointed that lodging a just Complaint is overlooked to protect a Dealer instead of the Brand and it's Customer Service. I had expected that this Dealer, more so it’s Service Manager be reigned in and corrected at their own cost. After all this is what Customer Service is all about.
The damage it will cause is far more than the R 1, 120.00 it has cost me thus far, being without my vehicle since the 17th of January and that over R 950.00 to replace a passenger door lock, when I had just spent R 3, 500.00 three days prior for my vehicle's service and the R 50.000.00 to follow for the remainder of work to be done.
It’s a real pity... In this process I am sure the dealer has not thought of the four vehicles I have passing through their service shop each year, it’s safe to say, they will not be returned.
More pressing, for the enthusiast around the world, now opting to trade in their vehicles and jump ship due to poor After Sales Management.
Being a man of principal, I am prepared to launch Legal action for the sake of R 950.00, what shocks me is that the Brand would be willing to defend themselves in court for this amount.
Never before had a Dealer dare to return a vehicle that was not checked, cleaned and in better condition than what it was brought in. It seems those days are lost, yet we are still expected to pay for that level of service.
The Auric Auto Acquisition has been the Death of an Auto Atlantic reputation. BMW SA however seriously need to reconsider making this Dealer the Head of their plans for the City, under this Management they are certain to fail.
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Replies (8)JD
...Not a word from BMW Cape Town City Centre or BMW SA.
Today, I invite the country to this conversation, what should be done to Companies like these?
Jason D's updateReviewer Update
31 Jan 2020, 16:49It's DAY 18...and I still don't have my vehicle.
...Not a word from BMW Cape Town City Centre or BMW SA.
Today, I invite the country to this conversation, what should be done to Companies like these?
JD
Jason D's update31 Jan 2020, 16:49
Reviewer Update
It's DAY 18...and I still don't have my vehicle.
...Not a word from BMW Cape Town City Centre or BMW SA.
Today, I invite the country to this conversation, what should be done to Companies like these?
JD
Total Cost for having been Uber driven R 1,402.00.
Today we submit a compliant to the Motor Industry Ombudsman for South Africa.
Jason D's updateReviewer Update
12 Feb 2020, 17:01Day 23...and still no vehicle, still no word from BMW Auric Auto or the Cape Town City dealer.
Total Cost for having been Uber driven R 1,402.00.
Today we submit a compliant to the Motor Industry Ombudsman for South Africa.
JD
Jason D's update12 Feb 2020, 17:01
Reviewer Update
Day 23...and still no vehicle, still no word from BMW Auric Auto or the Cape Town City dealer.
Total Cost for having been Uber driven R 1,402.00.
Today we submit a compliant to the Motor Industry Ombudsman for South Africa.
JD
On Thursday, the BMW SA Customer Service Regional Manager, Neo Sibeko gets hold of the Service Agreement between myself and the Dealer (which mind you I had requested a week prior), along with Security footage of the premises, which would prove my case, having to drive directly pass camera's upon entering and existing (surely one of them caught a frame of the passenger door). Of cause the Dealer was reluctant to pass the footage however has now passed their Service Report & T & C's.
Having carefully read the one page document, I was thrilled to point out the very sections in these T & C's that cover us as consumers.
It went as follows:
"With this, all Liability falls to the Dealer as written and defined by it's own Definitions and Terms of Conditions.
Refer to sections, 2.3, 5.1 and Authorization of Service and Repairs.
To date, no such agreement exists for the charges they are holding my vehicle for. Further, I will be holding BMW SA liable for the damages incurred as a result.
I expect, that my vehicle be delivered to my address tomorrow by 12 pm.
Would you kindly make this clear to the dealer, I will not be paying any Service Estimates they have provided."
Needless to say 12 came and passed, however my vehicle is not insight, a mere 5 minutes away from the Dealer.
BMW South Africa Auric Auto BMW Auto Atlantic
Jason D's updateReviewer Update
12 Feb 2020, 17:03Day 27, still no vehicle however you would not believe the communication I have had with BMW these past two days.
On Thursday, the BMW SA Customer Service Regional Manager, Neo Sibeko gets hold of the Service Agreement between myself and the Dealer (which mind you I had requested a week prior), along with Security footage of the premises, which would prove my case, having to drive directly pass camera's upon entering and existing (surely one of them caught a frame of the passenger door). Of cause the Dealer was reluctant to pass the footage however has now passed their Service Report & T & C's.
Reading them for the First Time in 20 years, I can understand why we, as owners do not receive a copy of this upon Service visits. It's simple, easy to read and simply defined, if your vehicle is damaged in their care and not whilst test driving, Liability falls to the Dealer for all repair and correction or replacement.
Having carefully read the one page document, I was thrilled to point out the very sections in these T & C's that cover us as consumers.
It went as follows:
"With this, all Liability falls to the Dealer as written and defined by it's own Definitions and Terms of Conditions.
Refer to sections, 2.3, 5.1 and Authorization of Service and Repairs.
To date, no such agreement exists for the charges they are holding my vehicle for. Further, I will be holding BMW SA liable for the damages incurred as a result.
I expect, that my vehicle be delivered to my address tomorrow by 12 pm.
Would you kindly make this clear to the dealer, I will not be paying any Service Estimates they have provided."
Needless to say 12 came and passed, however my vehicle is not insight, a mere 5 minutes away from the Dealer.
BMW South Africa Auric Auto BMW Auto Atlantic
JD
Jason D's update12 Feb 2020, 17:03
Reviewer Update
Day 27, still no vehicle however you would not believe the communication I have had with BMW these past two days.
On Thursday, the BMW SA Customer Service Regional Manager, Neo Sibeko gets hold of the Service Agreement between myself and the Dealer (which mind you I had requested a week prior), along with Security footage of the premises, which would prove my case, having to drive directly pass camera's upon entering and existing (surely one of them caught a frame of the passenger door). Of cause the Dealer was reluctant to pass the footage however has now passed their Service Report & T & C's.
Reading them for the First Time in 20 years, I can understand why we, as owners do not receive a copy of this upon Service visits. It's simple, easy to read and simply defined, if your vehicle is damaged in their care and not whilst test driving, Liability falls to the Dealer for all repair and correction or replacement.
Having carefully read the one page document, I was thrilled to point out the very sections in these T & C's that cover us as consumers.
It went as follows:
"With this, all Liability falls to the Dealer as written and defined by it's own Definitions and Terms of Conditions.
Refer to sections, 2.3, 5.1 and Authorization of Service and Repairs.
To date, no such agreement exists for the charges they are holding my vehicle for. Further, I will be holding BMW SA liable for the damages incurred as a result.
I expect, that my vehicle be delivered to my address tomorrow by 12 pm.
Would you kindly make this clear to the dealer, I will not be paying any Service Estimates they have provided."
Needless to say 12 came and passed, however my vehicle is not insight, a mere 5 minutes away from the Dealer.
BMW South Africa Auric Auto BMW Auto Atlantic
JD
Good day Mr Dodgen,
Kindly note as per our previous conversation we have exhausted all remedies from our side and therefore can take-up the matter with the Motor Industry Ombuds as per the details supp**** from my pervious mail.
--
Mind blowned yet? Hold that thought, here's my response...
As you my recall from our last call, you had mentioned that we have found ourselves in a “he said, she said scenario”, my solution was let’s move way from that scenario and focus on Liability. It’s taken the Dealer two more weeks to produce this document, after refusing to release their security footage.
Now that we are here:
It is evident that no agreement exists between myself and the Dealer for any costs, charges or additional costs for the return of my Vehicle. By Law and these Terms and Conditions, my vehicle can not be held to a ransomed amount, as section 2.3 clearly states what the Repairers Lien is. The amount stated in this contract was paid on the 14th of January, in full.
Having read the below, I do not believe that anything has been exhausted, a simple mail to the Dealer from your office, should remedy the situation. Or are you reluctant to do so?
Do you think I had received a response? It's 2020, I am baffled at how corporate departments still do not know that read receipts exist. No longer, can you lift your hands and say, oops, must have missed that mail, especially when we see you reading it!
BMW South Africa Auric Auto BMWAuto Atlantic
Jason D's updateReviewer Update
12 Feb 2020, 17:08It gets worse...Have a look at the response.
Good day Mr Dodgen,
Kindly note as per our previous conversation we have exhausted all remedies from our side and therefore can take-up the matter with the Motor Industry Ombuds as per the details supp**** from my pervious mail.
Regards
Neo
Neo
--
Mind blowned yet? Hold that thought, here's my response...
As you my recall from our last call, you had mentioned that we have found ourselves in a “he said, she said scenario”, my solution was let’s move way from that scenario and focus on Liability. It’s taken the Dealer two more weeks to produce this document, after refusing to release their security footage.
Now that we are here:
It is evident that no agreement exists between myself and the Dealer for any costs, charges or additional costs for the return of my Vehicle. By Law and these Terms and Conditions, my vehicle can not be held to a ransomed amount, as section 2.3 clearly states what the Repairers Lien is. The amount stated in this contract was paid on the 14th of January, in full.
Having read the below, I do not believe that anything has been exhausted, a simple mail to the Dealer from your office, should remedy the situation. Or are you reluctant to do so?
Do you think I had received a response? It's 2020, I am baffled at how corporate departments still do not know that read receipts exist. No longer, can you lift your hands and say, oops, must have missed that mail, especially when we see you reading it!
BMW South Africa Auric Auto BMWAuto Atlantic
JD
Jason D's update12 Feb 2020, 17:08
Reviewer Update
It gets worse...Have a look at the response.
Good day Mr Dodgen,
Kindly note as per our previous conversation we have exhausted all remedies from our side and therefore can take-up the matter with the Motor Industry Ombuds as per the details supp**** from my pervious mail.
Regards
Neo
Neo
--
Mind blowned yet? Hold that thought, here's my response...
As you my recall from our last call, you had mentioned that we have found ourselves in a “he said, she said scenario”, my solution was let’s move way from that scenario and focus on Liability. It’s taken the Dealer two more weeks to produce this document, after refusing to release their security footage.
Now that we are here:
It is evident that no agreement exists between myself and the Dealer for any costs, charges or additional costs for the return of my Vehicle. By Law and these Terms and Conditions, my vehicle can not be held to a ransomed amount, as section 2.3 clearly states what the Repairers Lien is. The amount stated in this contract was paid on the 14th of January, in full.
Having read the below, I do not believe that anything has been exhausted, a simple mail to the Dealer from your office, should remedy the situation. Or are you reluctant to do so?
Do you think I had received a response? It's 2020, I am baffled at how corporate departments still do not know that read receipts exist. No longer, can you lift your hands and say, oops, must have missed that mail, especially when we see you reading it!
BMW South Africa Auric Auto BMWAuto Atlantic
JD
Jason D's updateReviewer Update
12 Feb 2020, 17:13Here's where things get interesting...
The Service Manager Clinton Crayenstein, the spark behind the operation sends this yesterday afternoon. Any other day and we may overlooked it BUT at 14:04, who do you think your kidding.
Good Day Mr. Jason Dodgen
Without prejudice:
Hope my email finds you well.
Please find attached our letter of communication regarding your vehicle.
Subject: Vehicle considered abandoned
"We hereby advise that we have now considered this vehicle to be abandoned and will be legally handing it over to Abandoned Solutions to defray all costs.
We have communicated via email our liability policy and our position regarding your concerns of our expected settlement of R1751 for repairs to the above vehicle. This invoice excludes storage cost at R180.00 per day as stipulated in our agreement.
The vehicle has been ready for collection since 17 January 2020 and you have personally chose not to settle and dispute our respectful position.
Please be advised that BMW Customer Care has recently attempted to contact you without success in this regard."
Amusing isn't it, how many more have been threatened to pay unwarranted estimates, out of a agreement by threatening to have your vehicle passed to collection companies. Who passes a R 350, 000.00 vehicle to defray R 1, 751.
BMW South Africa (Cape Town City) BMW Group Auric Auto BMW (Cape Town, Western Cape) Auto Atlantic
JD
Jason D's update12 Feb 2020, 17:13
Reviewer Update
Here's where things get interesting...
The Service Manager Clinton Crayenstein, the spark behind the operation sends this yesterday afternoon. Any other day and we may overlooked it BUT at 14:04, who do you think your kidding.
Good Day Mr. Jason Dodgen
Without prejudice:
Hope my email finds you well.
Please find attached our letter of communication regarding your vehicle.
Subject: Vehicle considered abandoned
"We hereby advise that we have now considered this vehicle to be abandoned and will be legally handing it over to Abandoned Solutions to defray all costs.
We have communicated via email our liability policy and our position regarding your concerns of our expected settlement of R1751 for repairs to the above vehicle. This invoice excludes storage cost at R180.00 per day as stipulated in our agreement.
The vehicle has been ready for collection since 17 January 2020 and you have personally chose not to settle and dispute our respectful position.
Please be advised that BMW Customer Care has recently attempted to contact you without success in this regard."
Amusing isn't it, how many more have been threatened to pay unwarranted estimates, out of a agreement by threatening to have your vehicle passed to collection companies. Who passes a R 350, 000.00 vehicle to defray R 1, 751.
BMW South Africa (Cape Town City) BMW Group Auric Auto BMW (Cape Town, Western Cape) Auto Atlantic
JD
Jason D's updateReviewer Update
12 Feb 2020, 17:16Day 29...I am mind blown.
After throwing the Dealer's Terms & Conditions at them, they responded and threatened to have my vehicle impounded, as they consider it to be abandoned.
With some stern words this weekend, BMW SA Customer Care has since gotten involved and I was contacted by BMW Finance yesterday morning at 9am.
"BMW Customer Care, these are things that are taken to Head Office Level and investigated, the purpose of Customer Care is to go back to the Dealer, find an amicable resolution, find out what happened, look at all the facts around it, find out their view and then come back to the Client".
This 12 minute call ended in BMW Care confirming that they will get in contact with the Dealer, have the "new" door locks removed and my vehicle restored to it's original state upon delivery on the 14th of January at the Dealer's cost.
Exciting isn't it, alas the 7 second car was not delivered as promised yesterday.
Today, BMW Customer Service reaches out with this proposal from the Dealer.
"The dealer advised it will be R1877.49 incl. vat to remove the locks ( The Service Estimate price was R 1,600.00), the R 1751.81 still stands to honour payment of the locks installed.
We trust this will bring finality to the matter."
Bet you didn't see that coming.
BMW South Africa BMW Group Auric Auto BMWAuto Atlantic
JD
Jason D's update12 Feb 2020, 17:16
Reviewer Update
Day 29...I am mind blown.
After throwing the Dealer's Terms & Conditions at them, they responded and threatened to have my vehicle impounded, as they consider it to be abandoned.
With some stern words this weekend, BMW SA Customer Care has since gotten involved and I was contacted by BMW Finance yesterday morning at 9am.
"BMW Customer Care, these are things that are taken to Head Office Level and investigated, the purpose of Customer Care is to go back to the Dealer, find an amicable resolution, find out what happened, look at all the facts around it, find out their view and then come back to the Client".
This 12 minute call ended in BMW Care confirming that they will get in contact with the Dealer, have the "new" door locks removed and my vehicle restored to it's original state upon delivery on the 14th of January at the Dealer's cost.
Exciting isn't it, alas the 7 second car was not delivered as promised yesterday.
Today, BMW Customer Service reaches out with this proposal from the Dealer.
"The dealer advised it will be R1877.49 incl. vat to remove the locks ( The Service Estimate price was R 1,600.00), the R 1751.81 still stands to honour payment of the locks installed.
We trust this will bring finality to the matter."
Bet you didn't see that coming.
BMW South Africa BMW Group Auric Auto BMWAuto Atlantic
JD
Jason D's updateReviewer Update
12 Feb 2020, 17:19Day 30...and Saga continues.
This afternoon we speak to BMWGroup Germany.
Within minutes the operator who answers the call, hears that I am speaking English and am calling from South Africa and immediately switches languages and asks how he may help?
I continued and requested to speak to a After Sales Regional Manager who is responsible for South Africa, within a second and with a, have a nice day mind you, I am transferred to the Service Desk.
The Operator this time, unfortunately does not speak English, instead, takes my number without me passing it to her and lets me know that she is going to get an English speaking person and call back.
This is the efficiency, Germany is boasted about. In fact, this is not efficiency at all, it's called Business Acumen.
How we are still struggling with something so simple in South Africa is beside me.
BMW South Africa BMW Group Auric Auto BMW Auto Atlantic
JD
Jason D's update12 Feb 2020, 17:19
Reviewer Update
Day 30...and Saga continues.
This afternoon we speak to BMWGroup Germany.
Within minutes the operator who answers the call, hears that I am speaking English and am calling from South Africa and immediately switches languages and asks how he may help?
I continued and requested to speak to a After Sales Regional Manager who is responsible for South Africa, within a second and with a, have a nice day mind you, I am transferred to the Service Desk.
The Operator this time, unfortunately does not speak English, instead, takes my number without me passing it to her and lets me know that she is going to get an English speaking person and call back.
This is the efficiency, Germany is boasted about. In fact, this is not efficiency at all, it's called Business Acumen.
How we are still struggling with something so simple in South Africa is beside me.
BMW South Africa BMW Group Auric Auto BMW Auto Atlantic
JD
Jason D's updateReviewer Update
20 Feb 2020, 17:32Just received a call from BMW SA, to acknowledge that I have written to BMW Germany and that the stance from the Dealer is unchanged.
To sum this, I responded:
“So your calling, to tell me that you are not going to do a thing about the matter”.
It is for this very reason that I had escalated this matter to the Head Office to begin with, what a waste 8 days. This is ridiculous!
If BMW cannot hold their approved Dealers to account, why should we?
MY VEHICLE WAS PROMISED TO BE DELIVERED BY BMW SA on the 10th of February and I am still waiting.
At this point, one would think that the Dealer was a BMW Client, and I an Employee
If you cannot negotiate with a Dealer, settle the bill and keep me happy, this is Customer Service is all about. We’re in to DAY 44, after speaking to more than 5 BMW Employees, none have delivered and this over €100..
BMW South Africa BMW Group Auric Auto BMW (Cape Town, Western Cape) Auto Atlantic
JD
Jason D's update20 Feb 2020, 17:32
Reviewer Update
Just received a call from BMW SA, to acknowledge that I have written to BMW Germany and that the stance from the Dealer is unchanged.
To sum this, I responded:
“So your calling, to tell me that you are not going to do a thing about the matter”.
It is for this very reason that I had escalated this matter to the Head Office to begin with, what a waste 8 days. This is ridiculous!
If BMW cannot hold their approved Dealers to account, why should we?
MY VEHICLE WAS PROMISED TO BE DELIVERED BY BMW SA on the 10th of February and I am still waiting.
At this point, one would think that the Dealer was a BMW Client, and I an Employee
If you cannot negotiate with a Dealer, settle the bill and keep me happy, this is Customer Service is all about. We’re in to DAY 44, after speaking to more than 5 BMW Employees, none have delivered and this over €100..
BMW South Africa BMW Group Auric Auto BMW (Cape Town, Western Cape) Auto Atlantic