2016 TOYOTA ETIOS PURCHASE - BRACKENFELL BRANCH - HORRIBLE SERVICE

On 15 November 2019 I purchased my Toyota Etios from Wayne Bennett at the Brackenfell branch. We pointed out a few problems to Wayne before signing for the vehicle and he promised to have it fixed ASAP. After taking the vehicle home the Friday we noticed more issues with the car which we reported the next day and we were once again told the issues will all be fixed the coming Wednesday, 20 November. The problems on the car was as follows:

1. Back bumper was not aligned straight 2. Right bottom fender was bent out 3. Chips and scratches on the car that was missed 4. Dent in drivers door that was missed 5. Replace Smash & Grab on windows NOT NEW (as a matter of fact I was charged for new smash & grab R3500 but the car was traded in with smash & grab on the windows from the previous owner and only my 2 back windows smash & grab was replaced after MANY fights with Wayne and Ferdi Gray. I still feel I need to be reimbursed for the half of the smash & grab that was not installed on my vehicle as I am paying for something that I only got half of.) You will not pay full price for half of something, would you? 6. Left back tyre had nail in and right back tyre lost pressure within 2 days 7. Petrol cap struggled to close once open (we were told about this that is why the car was booked in in the first place) 8. Cover under bonnet was loose and vibrating.

On 20 November 2019 I took my car in as arranged with Wayne on 15 November already for all the above repairs to be done. To my shock when I got to my car at the dealership NO WORK was done to my car, Ferdi wasn't even aware of all the faults on my car as discussed with Wayne on the day we signed, 15 November. When I got upset because my car stood there at the recon centre whole day without being worked on Wayne turned around and walked away with a very big attitude. That is not how you treat a customer that just bought a car from you. But this is not the end of it. When I got into my car and switched on the ignition I saw that my car was driven with for 3 km. 3 Km might not sound like a lot to you but my excess is R10 000 when your employees drive with my car and something happens. Your employees have absolutely no respect for other peoples cars, I have driven with them a few times to know that. The next day I called Brackenfell branch and spoke to both Ferdi and Wayne who had so many excuses as to why my car wasn't fixed as arranged. They ended up telling me that the recon centre didn't know my car was there but what they didn't know was that I knew that my car was taken out on the road and driven around with. Then I struggled to get a date for the 2nd return to have everything fixed once again.

My car went back to Auto Pedigree the next Tuesday for the same problems again. Once again when I got there only certain things was repaired. They only fixed the petrol cap, the one window's smash & grab and the cover under the bonnet. Once again I was upset because not even half of the job was done and every time Wayne had a bad attitude with me because I got upset. And once again my car was taken for a drive, this time 10km. This is absurd. Ferdi thought that R200 worth of fuel would make up for their mistakes. I am grateful for what he tried to do but what no one understand is every time I had to take time off work to take the car in and collect the car again. I had to reschedule the installation of my tracking device because Auto Pedigree couldn't do their job the first time around. I had to inconvenience myself and everyone around me every time my car had to go in. And Wayne and Ferdi knew my husband was away on a business trip for a long time and I have two kids I had to see too so I don't have time to run around after people that don't know how to do their job properly. Every time I had to phone to find out how far they are with my car, then I had to wait for over an hour for a driver after I was told that the driver is on his way. I came late for my kids at school because people didn't care. Auto Pedigree got their money from the bank so I was just a number to them.

My car had to go back for a 3rd time for these mistakes. 2 weeks later it was once again booked in and needless to say history repeated itself for the 3rd time. That day when I got to Auto Pedigree and saw my car wasn't fixed I lost it because how can a car return to the same place for the same faults but it doesn't get taken care of, and how can you expect a client to be happy if they get such bad service with a bad attitude if the dealer is in the wrong. A screaming match took place between myself and Wayne. Ferdi had to intervene. They came up with a story that my 2016 Toyota Etios can't be fixed because it is a second hand car and it is falling apart. They even went as far to say the recon centre will confirm their story because the guy at the recon centre told them this. According to them the bumper couldn't be aligned because the car is second hand, the fender can't be fixed because the car is second hand. Every time something couldn't be fixed the reason was because the car was second hand. I then went to someone else with the car and they fixed my bumper and fender without any problem. This is clearly a sign that no one at Auto Pedigree know how to resolve issues with these cars. The fender came from the jacking point that was bent and the bumper issue came from the clips that was bent. Such an easy fix and I get told my car is falling apart. That was one huge shock that a company as big as Auto Pedigree do such disgraceful work and deceive clients like that to make money off us. As if that is not enough after my fight with Wayne and Ferdi I saw that the recon centre damaged my car on the right side of the wheel arch, they scratched it in the workshop and haven't even bothered to apologize or offer to fix it. Wayne is fully aware of that because he still asked me where and I showed him and Ferdi. They didn't do anything about it and that just show what Auto Pedigree actually think of their clients.

I tried everything to get my car fixed seeing that complaining to Johan Kitching and Head Office didn't do anything. I even told them my husband is unhappy and he said if the car isn't fixed before he come back December 2019 he will stop there with the car and they will refund my deposit because this is the worst service ever. Wayne obviously came back with a very obnoxious answer and he said this have nothing to do with my husband because I bought the car from him and he have no business at Auto Pedigree. Yet he was good enough to come in when the car was delivered to me. Clearly Wayne didn't want my husband to get involved because he knew hell will break loose. Then I asked for my service book once again as I have been asking for the last month and a half for that matter and Ferdi promised me the book will be delivered the next day as they have to collect it from Toyota Cape Gate where my car was serviced. And Ferdi told Wayne in front of me that he must stop bull****ting me and just get my book and deliver it. The next morning I called Toyota Cape Gate to be told that Auto Pedigree lost my service book because Toyota don't keep it there after a service. Obviously I called Ferdi and said to him that I am aware that my book was lost and I don't think it is fair that I am being **** to. I had to call them the whole time to find out where they are and where my book is. Eventually I got a pic of the book and it was delivered the next day because I couldn't wait for them much longer as I had a parents meeting at school. My car eventually got booked in again and the last things was fixed.

Then the struggle with the registration of the car started. Wayne told me 1 week from the day I bought my car it will be on the banks name with me as the title holder. After that week Ferdi told me another 3 weeks. Eventually I had to phone every week because no one got back to me. Then I was told by Ferdi that Wesbank must register the car. I called them and they said no Auto Pedigree must. Once again I lost my cool because I was informed with incorrect information. Not once I was told the car was financed before I purchased it. Then I heard I had to wait for Standard Bank to send the documents and only then my car can be registered. I was promised this would be done before 21 January as my licence expired on 31 December and my vehicle wouldn't be on the road anymore by 22 January. Not once did Wayne bother to call me and update me with any info. These guys don't even follow up with head office. They just give you good service until the deal is signed and then they forget about you, then you just become a annoying customer that complain about everything because they got their money. On 31 December I called Ferdi once again about the licence and was told he's leaving Auto Pedigree but have put everything in place for the car to be transferred onto my name. I haven't heard a word again after that.

Only after Rico started at Auto Pedigree I really saw results. He called me, mailed me, kept me up to date and he made me feel like I was just as important as the customer that just bought a car from Auto Pedigree. Thanks to him my licence was sorted out on 23 January and the car is on the road but once again I had to take off work to roadworthy my car and that wasn't even my fault that all this happened. I really hope that Wayne will be taken to task. He is a good salesman but lowsy when it come to showing after sales service. It is like he isn't interested in your negative feedback because he just turn his back and walk away if he doesn't like what you tell him. Nothing is ever just moonshine and roses. And his attitude stinks. He think he is clever and know everything. Especially with the bent fender, my insurance held me liable for the damages because it was existing before i took insurance with them. I sincerely hope that he will be straightened out and that some form of action will be taken against him. He think he is untouchable. With that attitude he won't get far.

I am NOT happy with Auto Pedigree at all and I WILL NOT RECOMMEND AUTO PEDIGREE TO ANYONE NOR WILL I BE BUYING A CAR FROM ANY AUTO PEDIGREE BRANCH EVER AGAIN. Auto Pedigree's name is reflected in a very bad way on the internet. I am absolutely disgusted with the service and I cringe to think that I have a mechanical warranty with a bunch of people that know nothing about cars.