Appalling service from a luxury vehicle dealership - Auto Atlantic BMW Cape Town

Item: Auto Atlantic
Rating: 1
Author: Shereen C

Hi I am a very upset customer. I have purchased a Range Rover from the dealership this month. After seeing the vehicle it had not been available as another finance application was pending for another client. On the the 30 or 31 May Michael Oconnor emailed to say that it was available as the pending application was declined. At this point I was under the impression that the vehicle came with a motor plan up to 140 000km as advertised. I asked at the time of viewing of the motor plan was to 140 000km and this was verbally confirmed, but when when I came to sign the papers I was told the motor plan was only up to 120 000km! Nevertheless, I then organized finance with Absa. Absa arranged the deal which was approved on 3 June and sent through to Chantal on that afternoon. I then expected to take delivery of the vehicle by the Wednesday 8 June. But then there were delays in sending the invoice to Absa and I was also informed that the front tyres on the van had to be replaced. This had been indicated on the 29th of may already when I first viewed the vehicle. After sending getting the approval from Absa on the 3 of June I had very little communication on what was happening with the delivery and I had to follow up constantly. By Wednesday 8 June I was informed that Dave was still waiting on tyres and hence my car could not be delivered. On Thursday 9 June I followed up again and I was assured by Dave that the tyres would arrive on the Friday 10 June and I could have the vehicle on that afternoon but I then said I would prefer to collect Sa****ay the 11 June as I Dave could not advise a definite time for collection on the 10 June. On the morning of the 11 June no one from BMW contacted me to let me know the status of the tyres or a collection time which was actually supposed to be arranged on the Friday 10 of June. I then called to find out what was happening but Michael and Dave were in not available and as a result my partner Brent had to contact Kelly whom he is dealing with to make a purchase, only after speaking to her Dave returned the call to say the car would be ready by 12pm. I arrived at 12pm only to find that the tyres had not been replaced, the front number plate was smashed and the tank was quarter filled and they were not even aware that my paperwork was finalize on Wednesday 8 June already. I took the vehicle nevertheless and Dave and Michael asked me to return the vehicle on Monday 13 June to fit the tyres and return on that afternoon. So the morning my partner Brent dropped the vehicle and once again after I followed up - zero communication from Dave or Michael, I was told the tyres would only be fitted the Tuesday. The vehicle stayed at Bmw then had to cancel an appointment I had to spray my mags the Tuesday. On the Tuesday 14 June, when I once again had to follow up I was told the tyres had still not been fitted! So I made arrangements with Dave to take it to Mag workshop to sort the mags out on the meantime and that he would deliver the tyres to mag workshop that micheal would ensure the vehicle is filled with petrol and that the number plate is sorted. When I collected my vehicle from mag workshop, I found the vehicle almost empty, the front number plate off and on the front seat and the vehicle was filthy - and tis was how BMW had delivered it to the Mag workshop! This is appalling service and I would like to understand if this is how Bmw auto Atlantic operates? In which case I would not advise anyone to make a purchase from this dealership. I am highly unhappy. Following the above - I addressed the issue with dealer principal Craig Kriel, this past Friday 17 June. His response to me was - "how can he rectify the situation?" My response was - 1. I would like a refund for the fuel, that I was not supposed to have purchased in the first place as I had to fill my own tank 2. I would like my car to be valeted as I sent a clean vehicle to BMW, but received a dirty vehicle on collection and 3.) I requested a gift from BMW - like a jacket of for instance. So, request 1 and 2 merely just reimbursed me for the trouble I had to go through and was not really an offering to apologise for the bad customer service I received from this luxury brand dealership. I did not receive a formal apology from BMW even though my whole purchase experience had been ruined, which is irreplaceable. Craig did not call me back this past Monday 20 June as he endeavoured to do and told his salesman Micheal O'connor to tell me that "he cannot just give everyone a jacket!". To this end I had no choice but to post the exceptionally poor experience on Hello Peter!

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