BMW Fountains Pathetic Service

On 20 April 2019 I was driving from Pretoria to KZN. My car BMW 3 series 2017 model complained about the drive train. I immediately contacted BMW on call and the lady I spoke to advised that I drive the car slowly and monitor it and then take it to the nearest BMW as an emergency on Tuesday, 23 April 2019 considering the Monday was a public holiday. I drove over 350 KMS with frustration. On Tuesday, 23 April 2019 I contacted Tshepiso (sales man I bought the car from at PTA Fountains BMW), Tshepiso was very helpful and insisted I got to the nearest BMW for assistance and let him know if I struggle)

I took the car to SMG BMW Richards Bay and Nombulelo from the service department was very helpful, she booked the car in as an emergency and the car was attended to. Unfortunately, SMG BMW Richards Bay could not find the fault and they informed me they had to just reprogram the key.

On 28 April 2019 driving back to PTA via N2-N11-N4, the error came back and the cars performance was again impacted.

On 29 April 2019 I took the car to BMW Fountains and ask them to book it in as an emergency and narrated what BMW on call had said to me. The lady who booked the car in got a bit apprehensive and said “they have a lot of cars to deal with and they might only look at my car on Thursday, 2 May 2019 and asked if I still wanted to leave the car” I explained to her that Thursday was too far for me as I need the car to go to work amongst other things but I was also risky to continue driving the car. I booked in the car and was handed over to Elvin. I explained my story to Elvin that I could not wait for Thursday and he seemed to understand.

I then went to the sales department to look for Tshepiso and received bad news that he had resign and left BMW for VW. The reason I wanted to speak to Tshepiso was that I knew he was going to make alternative arrangements for me. I was then referred to the gentleman called Lebatsi in the service department who is apparently the go to guy (I hope I spelled his name correctly).

I narrated my story to Lebatsi and I must say his attitude was rather disappointing. He told me that “BMW doesn’t keep 20 cars to give out, he will have to know what is wrong with my car and only then can he see if he can assist, and he was going to contact me” he then asked “why didn’t BMW offer me an alternative car when I contacted BMW on call, again that sounded like a retarded question to me since he is employed by BMW and not me.

To-date (2 May 2019) my car is not back, Elvin contacted me twice on Monday and Tuesday and all I got was empty promises. Lebatsi is yet to call me as he promised, when I spoke to Thabo today (service department Fountains BMW) he said Elvin is not at work and when I asked to speak to Lebatsi, Lebatsi put down the phone after I heard him talking to Thabo in the background. Thabo promised to call me back twice which he never did. It is shocking how a change of faces of people at Fountains has resulted in such a disgusting service. Fountains BMW used to have amazing people (Lebogang,Livy,etc), people who made customers feel valuable not the group with big egos and attitude that BMW Fountain has now.

Disgusted customer with car under motor-plan and not being offered the service which I feel I deserve.

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