Bad Customer service unfair treatment

I am so disappointed and unhappy about the poor customer service I am receiving from SMG Umhlanga. On Monday, 15 October 2018 I phoned them enquiring about the 2015 pre-owned 320i sedan A/T priced at R289 990 with the mileage of 38 968 they advertised on BMW SA website.

I sent them all my documents for finance application, got a call of approval on Wednesday, 17 October 2018 from a man named Jarret.

I was then called by my salesman Lungelo Percy Dlamini, informing me that they are busy with the paperwork of the car and finalizing the deal. He sent me the pictures of the car and its features and told me that they are busy with the logistics of transporting the car from Durban to PE and I should expect the car on Monday, 22 October 2018 latest Tuesday as everything is sorted out and I quote “ the car is now yours”

As I was busy celebrating with my family, at 15:36 came a whatsapp voice note from my salesman(Lungelo) informing me that the dealership made a mistake, the car year model is 2014 so it was advertised incorrectly! So they are now busy doing another application for a 2014 model price!

First of all I looked for a car to BMW SA for a reason and not these small dealerships to avoid mistakes like these, I told my salesman that I do not want a 2014 model, I saw a 2015 model on their adverti*****t and want a 2015 model. It is not my fault that they made such mistake and they must fix it they must find me a similar car with the same mileage and price. I fail to understand how a big dealership can make such a mistake! He said on whatsaap, that is correct, he will find me an alternative. I asked him to fix the mistake and give me an update first thin tomorrow morning, Thursday, 18 October 2018. On Thursday, 18 October 2018 I waited for the feedback and no one from SMG Umhlanga dealership contacted me. At 11:27 I sent a whatsapp to my salesman requesting an update, he completely ignored me. I phoned him on his cell with my cell phone, he ignored my call. I sent him an email at 11:50 requesting an update. He rep**** at 11:54 saying he has looked all over for an alternative but is not coming right, other the cars have high mileage or their prices are too high. I rep**** asking him to phone me as I have a proposal for him.

I emailed him my proposal:

1. saying if I consider the 2014 model then their dealership must give me a discount on the car as it not 2015.

2. Their dealership must extend the maintenance of the car to end in 2020 with no extra costs to me. He responded by saying they can give me R15 000 discount on the price of the car but they cannot extend the maintenance plan. I asked him to phone me so we can discuss the matter further. He phoned telling me than the car is no longer available as someone else has made an offer on it and they are waiting for his approval from the banks!

I was beyond being disappointed because he just told me on the email they will give me a discount and then after 5 minutes the car is now being sold to someone else, what about me? I wrote him an email telling him about my disappointment in their dealership and the way they take for granted their customers and do not value them and lack of respect they have for their customers. I requested him to forward my email to his managers.

On my way home from work at 16:40 I received a call from Aseed Mthini from SMG Umhlanga, I asked him to phone me back at 17:00 as I was driving and the traffic was busy. He said okay he will phone back at 17:00 but he never phoned. At 17:45 I received a whatsapp message from my salesman(Lungelo) telling me that he has askd his manager Aseed Mthini to call me and gave me his email address.

I responded telling him to tell his manager to call me anytime after 9:00 am the next day, which is today Friday. Today, 19 October 2018 at 09:05 am Aseed Mthini phoned me telling me that he was told by Lungelo my salesman to phone me! I told him about my unhappiness about the way this whole incident is being handled, that no one from their dealership management has called and apologized to me, no feedback or update is being given to me on the way forward to rectify this mistake. He said he will look for a car for me as it was indeed their fault.

At 10:22 am Aseed sent me a whatsapp with pictures of the car, I asked him if the price of the car he sent me is the same as the previous one? He did not respond. At 11:04 I sent him another whatsapp requesting him to send me more details about the car, its year model, price and when its maintenance plan is ending.

He responded at 11:25 with the price of the car: R349 990 but will give it to me for R330 000 with a nice special gift to me. I told him that I cannot afford it and I want a car with a similar price range as the previous car. He told me that I can afford it. I told him that I know my pocket and I cannot afford anything over

R5 300 a month. His last message is “let me see” Mr Mthini is so arrogant, he does not see anything wrong to what has been done to me, let alone apologizing about it. The fact that I was inconvenienced means nothing to him. Customer satisfaction is not in his vocabulary, in fact I do not think he knows what it is. To him all this is not a big deal. I am pleading with BMW to attend to this matter as a matter of urgency.