Don't buy from Barons VW

Here is a professional and structured version of your complaint that maintains your key points and concern, while ensuring it's appropriate and impactful:

---

Subject: Formal Complaint Regarding VW Polo Purchased from Barons VW Edwin Swales

Dear Volkswagen South Africa / Consumer Protection Authority,

I am writing to formally lodge a complaint regarding a serious issue I have encountered with my Volkswagen Polo 1.2 TSI, which I purchased as a brand-new vehicle from Barons VW Edwin Swales in 2016/2017.

Last week, the coolant warning light came on in my vehicle. I topped up the coolant, but the light reappeared two days later. Concerned, I took the car to my trusted mechanic. Upon inspection, he advised that the engine was mixing oil and water, indicating a likely head gasket issue. He further recommended that the cylinder head be stripped, pressure tested, and skimmed if necessary.

When the head was sent to the engineering workshop, I was informed that it had already been skimmed previously and could not be machined again — indicating that the part had been worked on before. This came as a complete shock, considering I had purchased the vehicle brand new from the dealership and have been the sole owner since.

I contacted Barons VW Edwin Swales and spoke with Vinesh, who claimed they had no record of my vehicle purchase. I then logged a case with Volkswagen South Africa, only to be told that no assistance could be provided and that I should take the matter up with the dealership. This lack of accountability and customer care is deeply disappointing.

My concerns are as follows:

1. Suspected Misrepresentation: The fact that the vehicle contained a previously skimmed head raises serious questions about whether the vehicle sold to me was genuinely brand new, as claimed.

2. Lack of Accountability: The dealership's refusal to investigate or acknowledge the issue is unacceptable. They have my contact details and could have engaged proactively.

3. Customer Service Failures: The dismissive responses from both the dealership and Volkswagen South Africa reflect poorly on the brand’s commitment to customer support and integrity.

This situation has left me feeling misled and frustrated. I believe it is only fair to bring this matter to public attention and to caution others when dealing with Barons VW Edwin Swales. Customers deserve transparency, honesty, and after-sales support — especially when purchasing a vehicle at new car prices.

I request that this matter be investigated thoroughly and that I receive a formal response regarding what action, if any, will be taken to address this issue.