Pathetic after sales service from Ryan and his team

I purchased a bmw 520d from this dealership. When I took the vehicle of the floor on the 29/12/2017, the vehicle was 1300 Km overdue for the service. I clearly remember when I test drove the vehicle, Steven stated that the vehicle was used for a wedding the weekend prior and 1000 km was done on a single tank of fuel. My wife was witness to these statements. Before selling the vehicle Steven was fully aware of the overdue service and yet still utilised the vehicle and added a further 1000 km more. I made Steven aware of this when I fetched the vehicle and he advised that he would arrange for the vehicle to be serviced. I drove through to Swaziland on the 30/12/2017. I was stopped at a road block just after Ermelo where it was brought to my attention that the license disc expired on the 31/12/2016. I contacted Steven immediately and made him aware of the situation. He stated that the dealership would pay the fine. He further stated that when the vehicle went in for roadworthy testing, one of the employees removed the current disc.

The following week I went into Secunda BMW to enquire about the service. They advised me that the vehicle was now 2400 Km overdue. They also advised that should anything happen to the vehicle, BMW would not be liable as the service schedule was not adhered to. I tried calling Steven but to no avail. I decided to call Lebo (manager at that time) to make him aware of the situation as well as the risk which I now faced due to the negligence of not servicing the vehicle according to the schedule. He advised me to continue driving the vehicle as it was already overdue for the service and he would assist in arranging a service date. I still sat with the risk on the vehicle due to the service schedule not being adhered to.

I attempted to book the vehicle for service but the consultants at Secunda BMW made me aware that the motorplan was not on my name and that I would not be able to book the vehicle for service or make use of the motorplan benefits until the motorplan was transferred onto my name. I contacted Steven (saleman that sold me the vehicle) immediately and he spoke to the BMW consultant. After their telephonic conversation Steven requested me to forward him the consultant’s details and assured me that he would book the vehicle for the compulsory quality check to enable the transfer of motorplan onto my name and the service.

He managed to secure a date, 11/01/2018, at the Witbank BMW as there were issues with VW commercial workshop manager and the cost of the quality check at Secunda BMW (This is what I was told by Steven). I drove on the 11/01/2018 from Secunda to meet him between Kinross and Kriel to give him the vehicle. He assured me that the quality check would be done along with the required service. He also assured me that he would take care of the motorplan transfer issues and the licensing. He offered me an Amarok to use for the time period. I filled R100 fuel in the Amarok as it was on reserve tank. I left the receipt in the Amarok. I assume it would have taken roughly R200 fuel in the BMW for the return trip from Secunda to Witbank (This is an underestimation). I drove once again to meet him between Kinross and Kriel to fetch the BMW. I handed him a packet with items I found in the vehicle as well as the traffic fine I received for the expired disc. I had a brief discussion with him on the contents. The items were as follows:

A trouser belt

Lipstick and a sim card

Wedding souvenirs

Skeleton key for a door key slot

Semi full orange Energade bottle

Traffic fine for the expired disc

I noticed these items in the vehicle when I test drove it on the 27/12/2017. The lipstick and sim card was in the armrest compartment, the skeleton key and the energade bottle was on the back seat where there were some stains due to it leaking, the belt and wedding souvenirs were in the boot.

I found these same items which were still in the vehicle when I got home on the 29/12/2017 in the exact same positions as they were on the 27/12/2017. I remember speaking to Lebo about the dealership having a process which costs roughly R7000 to do and we negotiated that I would not be charged for these services. You ended off by stating it was like I was receiving R147 000 and not R140 000 for my trade-in. Lebo also stated that this preparation is done in the form of a valet, glazing etc. Finding these items and the same stains which I noticed on the test drive makes me feel that the vehicle preparations were not done. I may be wrong but the evidence is pointing in that direction.

I finally received the new license disc on the 11/01/2018 but no number plates. I was told that the following items would be couriered to me:

The spare key

Number plates

Service books

Almost 2 and a half years later and these items are still outstanding. I started enquiring from the 18/01/2017 with regards to these items; however the responses I received from Steven were limited and poor. From the 18/01/2018 up to the 24/01/2018 I received no feedback. When I sent a message on the 24/01/2018 Steven just read the message with no reply. I then sent him a message on the 25/01/2018 stating that I was going to escalate this matter to the dealership principle and head office. He then sent me a picture of a BMW leather folder and stated that he was going to overnight the spare key and service books to me. He also stated that I did not pay for the number plates. He also stated that I never gave him the fine which leads me to believe that he never opened the packet to view the contents. I however forwarded a picture of the fine. He also requested my proof of residence.

I followed up on the, 30/01/2018 with Secunda BMW as to the registered name on the motorplan and it still stated the previous owner. This made me feel as though the quality check which was supposedly done on the 11/01/2018 was not conducted. I may be wrong but there should be some form of proof to this at Witbank BMW.

Lebo and Steven no longer work at this dealershil. I . I was then on contact with the dealrrship principle Ryan. He also promised to sort out issues but nevet did. The current outstanding issues are as follows. I have not received the: Spare keys Service and maintenance books Payment of the traffic fine i received for the expired disc R3000 Payment for the purchase and fitment of number plates R420 Payment for the valet R750 Payment for the fuel which was utilized to get the vehicle to Witbank for service (approximately R250) as well as fuel which was put into the loan vehicle (The invoice was handed over to Steven when he pick up the Amarok R100) Payment for the lock nuts R 500

I drove through to their dealership on the 02/07/2020 after arranging with the new manager Mduduzi only to get there and nothing was in place. Mduduzi called Ryan to discuss further with me but he did not even come through to speak to me. After i drove over 100kms to get there.

I have been spun a web of lies for the past2 and a half years regarding all these issues. I believe that I have been patient and understanding. I also believe that McCarthy and VW are major brands in industry and only the best service should be rendered. That is one of the reasons I chose to purchase from this dealership. With that said I hope to hear from someone soon on resolutions to all these issues and concerns.