Bad service, bad product just a nightmare of a experience.

Hello Peter

I purchased a BMW F22 220i Coupe from SMG Cape Town and took delivery of the vehicle on 22 September 2017. I traded in my Ford Focus 2.0 ST and SMG CT offered me a trade-in value of X amount.

Regarding the trade-in value, we signed a contract stating that SMG CT would pay the settlement for the Ford ST as part of the agreement of the sale. However, 3 weeks later when speaking with the bank (keeping in mind that there was a rebate due to me) I was informed that SMG CT had short changed me, and decided to only pay Y amount. In other words SMG CT were in breach of contract. What is the point then of signing all these documents if you are not going to stick to your word and have me run around after you? Nonetheless, after raising this with SMG CT they were all too quick to refund me the difference.

This to me is dishonest and in no way a premium service.

Further to the above, SMG CT misled me into believing that there were outstanding traffic fines for which I paid into SMG CT’s account as request. To this day, these traffic fines remain unpaid and still under my name. I have even gone to the traffic department for a statement to prove that these fines remain unpaid. So, SMG CT, what have you done with my money?

Again, this to me is dishonest and in no way a premium service.

There are also further instances where I have been treated dishonestly, but I believe I have made my point clear on the lack of integrity I have experienced.

Regarding the vehicle itself, six days after I took delivery of the vehicle, I contacted the sales person at SMG CT to advise them that there were a number of problems with the vehicle. The problems were as follows:

1. Faulty tyres; Not 1, or 2, or 3 tyres, but all 4 tyres had excessive flat spots. I never knew what flat spot were on tyres, till I bought a BMW. I bought a premium brand and I was expecting a premium quality product. SMG CT, as a “goodwill gesture”, eventually replaced all four tyres after a couple of trips back and forth. Thank you for your goodwill, but this is not what I expected nor the experience I was looking for. 2. The best way I can describe the next issue is that the vehicle vibrated strongly in the rear, on certain gears and at certain speeds that the number plate, which is tightly fixed to the boot would rattle against the boot. This is not sound mechanics of a car. SMG CT then fixed this by tightening some rear axle and something else. Please keep in mind I am not a mechanic so cannot give you the specifics. But to me, it felt like a massive problem. 3. My average fuel consumption was 11.8 litres per 100 kilometres, when the vehicle manual states clearly that the fuel consumption should be 5.5 litres per 100 kilometres. I believe I am a reasonable person, and was expecting, based on my previous 2L around 8-9L per 100kms. But over 11L per 100kms is unacceptable to me. To this day, this matter is still outstanding. 4. The infotainment system was faulty in that it kept rebooting on its own accord. This has been resolved.

If I put all of it together, the tyres, the rear axle issue, the consumption, the infotainment system, I’m sure you would agree, any reasonable person would ask for a replacement.

In my case it felt as though I bought a lemon and not a premium BMW !

This I explained to the Sales Manager personally and we agreed that he would look into replacing the vehicle. So much so, that the Sales Manager confirmed in writing that he is looking at replacing the vehicle.

After about a week, I received a call to inform me that the vehicle is fixed and ready for collection. Hang on, we agreed that I was getting a replacement ?? No, No the car is fixed and you can come collect it. Again, I explained that there was a sour taste in my mouth and I have in writing that you will be replacing the car.

This went on for about a week with numerous calls, emails etc… Why did SMG CT go back on their word? Why are they being dishonest to me again?

I had to get a lawyer involved, who sent them numerous letters and still SMG CT refused to stick to what was agreed upon. So much so that the Retail Motor Industry Organisation (RMI) got involved and held a mediation meeting between SMG CT, my lawyer and I.

The result of this mediation meeting is that I would receive a replacement vehicle and in the interim, I should take the initial vehicle I bought as a courtesy.

They offered a replacement, however it was a slap in the face as it was less in value, and there was a major repair on the front arm suspension, which was replaced. I’m sorry, but this sounds like another lemon to me. I declined this offer.

I even suggested to them, that I am willing to increase my budget to assist in helping finding another vehicle. Well, that fell on deaf ears.

To add further salt to the wounds, the vehicle I took back, which they had for weeks came back damaged. There is now a dent on the front passenger side.

Monday, I received the latest communication where they are now basically denying any agreement to replace the vehicle, and all of the above was an alleged gesture of good will.

What a premium service and product ! Thank you …….

All I want from SMG CT is to be treated fairly and justly and to get what I paid for, and according to your website, “At BMW South Africa, we strive to deliver exceptional service - your experience is of the utmost importance to us.”

Well, it really seems as though you don’t actually care. You have been aware of this since October, and it is now December. My ref: ********** 189

Anyone reading this can understand that this entire ordeal has been extremely stressful, frustrating and absolutely unnecessary. After spending half a million rand on a premium vehicle, I feel like I have been handed a faulty and unreliable toaster. After months of back and forth, I am nowhere further than where I started.

The fact of the matter is, even though some of the issue might be resolved, there is still a bitter taste in my mouth and I am stuck with a faulty and damaged vehicle. This is not what I paid for!

Surely this nightmare of an experience should come to an end soon.

Kind regards