BMW Sovereign POOR SERVICE and CUSTOMER RELATIONS

(my letter to BMW South Africa today)

Good Day Sir,

Trust that you are well.

Could any of you please be off any urgent assistance as I am wits end with our customer complaint.

Could you please see the following complaint send through to Customer Services on 01 October 2018 after the vehicle was taken to BMW Sovereign Vereeniging during July 2018 :

Good day, referring to my previous emails containing the quotes and invoices of the work that was done on vehicle NND 584 GP, I herewith am requesting that this matter be investigated and that you report back to me as soon as possible This vehicles was taken to Sovereign BMW Vereeniging where diagnostics were done and a quote was given to us. It was excepted and the work was done. Thereafter the vehicle was not repaired as the same problem existed – problem with starting, idling and smoking. The vehicle had to be towed twice – they except us to pay for the last towing As you can see numerous parts were replaced on the vehicle, but the problem exists They also claim that pirate part were used on the vehicle – even if it is true, I cannot see why it had to be replaced if it was functioning properly The vehicle also needed four (4) units of oil after it was repaired by Sovereign BMW – this was detected when the vehicle was filled with fuel and the attendant check the water and oil level The cost to repair this vehicle is now more than R60 000.00 and it back at Sovereign BMW Vereeniging after they came and towed it to their workshop and now there is an additional quote to fix the problem that exists for the first time it was taken there for repairs This is unacceptable and I request that this matter be investigated urgently

The vehicle was taken in to BMW Sovereign Vereeniging because of severe smoking, hard starting, idling problems, no power and excessive fuel usage. BMW Sovereign did a diagnostics test and gave us a quote for parts and repairs, we paid the needed deposit and it was arranged that the repairs be done. The outstanding balance was paid and the vehicle was collected after repairs but the problem stayed, severe smoking, hard starting, idling problems, no power and excessive fuel usage. It was reported back to BMW Vereeniging and they said that they would look into the matter, they would follow up with the workshop. We also reported this to Head Office through Customer Service, they confirmed that they would investigate the matter and get back to us. On 09 August after a breakdown because of the existing symptoms and a huge fight, BMW Vereeniging had the vehicle towed back to their workshop. They did more tests and repaired one or two parts on their cost which they confirmed caused the problems. The vehicle was collected, the severe smoking was sorted, but the rest of the problems were not, once again this was reported to BMW Vereeniging after which they confirmed the vehicle would have to be brought back for them to have a look. And also, on repairs done on the vehicle for the first time, they worked on oil related parts and also replaced oil (which we were billed for) but on the Monday after the vehicle was collected for the second time, the vehicle was slacking and jerked which made me stop at the petrol station, only to discover that the engine had no oil in and 4 pints of oil had to be added, this was reported to the workshop manager immediately and once again the response was “Mam, you need to bring us the vehicle so that we can check”. I responded to say that I will not drive my vehicle in this condition as something happens along the road, you will turn responsibility back to me, but you (BMW Vereeniging) were the parties working on the vehicle. After several conversations and fights, BMW Vereeniging had the vehicle towed back to their workshop that Tuesday evening and also requested a list of the problems we were having with the vehicle (all except for the smoking exactly the same as the first time the vehicle went to the branch). On the Wednesday they confirmed that they would start to check all the issues. A week or so passed and no word from the branch. On 17 September 2018 the lady just sent me an e-mail stating she was sick and only received the workshop job card now and therefore a quote for repairs to be done. ANOTHER QUOTE for more repairs AFTER THE NEARLY R 65 000-00 we paid for since JULY 2018.

After this we started a case with Customer Services and have been struggling to get this matter resolved and my vehicle is still with the branch, broken down and stripped onto parts. Since the investigation with Customer Services started, the branch is now claiming that the vehicle is full off pirate parts and thus why all the part replacements up to date.

This really is a flimsy excuse, as the vehicle has been to BMW Vereeniging several times in the past as the vehicle was then belonging to my father and the branch was still Vaalridge Auto. They can check the file under his name. And it is really absolutely impossible that all the needed parts on the vehicle could be pirate parts, did VAALRIDGE AUTO then do repairs with pirate parts. AND ALSO, should there be pirate parts, why did BMW Vereeniging not say anything the first time the vehicle was inspected with the diagnostics done? Why only now after how many months and another R 16 000-00 quote for more parts is this being said?

I myself even spoke to the Dealer Principal, Mr Ray Broncho, whom is very arrogant.

My mother also went to the branch and the they also came with the same story of pirate parts and all sorts of excuses. They also expect us to pay for the last towing costs, which was said to my mother would be taken off the last quote and also the quote would be reduced, but we need to pay for the parts, the quote came back as revised from R 16 000-00 to R 12 000-00 and also still towing costs being invoiced.

My mother has since been handling this matter with the Call Centre with an agent called Jesse.

Finally a meeting between my mother and the branch was set up for today, the meeting was with Mr Ray Broncho, Mr Niren Sukai, Mr Ricardo Moreira and my mother. They were very arrogant, even rude and gives the same excuses of pirate parts.

The meeting ended in them requesting us to inform them on what to do with the vehicle, should they put it back together or should they replace the parts and then put it back together. And also they are threatening, IF WE DO NOT DECIDE AND LET THEM KNOW THEY WILL HAVE THE VEHICLE PUT IN STORAGE!!!

They were even so arrogant as to say to my mother that we can go to the OMBUDSMAN, they do feel for us!!!!!

AND SHOULD WE WANT THE VEHICLE REPAIRED, WE WILL HAVE TO PAY THE QUOTE, THEY WILL DO THE PART REPLACEMENTS AND REPAIRS AS QUOTED FOR, BUT THEY DO NOT HAVE ANY GUARANTEE THAT THE VEHICLE WILL NOT GO BACK FOR MORE PARTS AND REPAIRS.

I really do feel that is very unfair, unsatisfactory, very unprofessional to say the least. The service and feedback which we have been receiving have lacked severely and this in absolutely UNACCEPTABLE!!!

We took the vehicle to the branch for help, they put the vehicle on their machines for diagnostics and they gave us a quote. After the vehicle is now back for the third time, the same problem persists and every time it is more and more costs.

The vehicle is an 2002 BMW 320i, the replacement value on the insure is R 40 000-00, should these repairs now be done the total repair cost would be almost R 80 000-00 which is DOUBLE the insured value!

(Attached hereto please find all the needed quotes and invoices)

Surely this can’t be acceptable to anybody and surely this can’t be the way BMW wants to treat their customers???

Urgent assistance on this matter would be highly appreciated.

I also do not even have a replacement vehicle, after the first towing BMW Vereeniging gave a replacement vehicle, but after the last towing they have just been saying as the cost is for our account, they can’t assist me with a replacement vehicle, I have been borrowing a vehicle since September 2018.

I really do hope that assistance will be given to me / us???!!!

I await your earliest but urgent response.

Thanking you in advance.

Kindest regards,