Horrible Service at Eastrand Approved Centre

I do not think there is enough words to explain the appalling service I received at the Eastrand Approved Repair Centre under Ricardo.

Before I get into the detail of the complaint, I have been with BMW all my life as far as cars are concerned, that is 13 years, 4 cars later, and not anywhere in SA I lived have I experienced this level of zero customer care or BWM detail I am accustomed to.

Worth mentioning also that I was super happy when my insurance approved this dealership for repairs because they did a stellar job in June 2020 when I had an accident.

The events follows:

1. Insurance approved the work on Thursday the 17th of Feb, I immediately called, Barbara said she was busy with the job card and that Ric was to call me 2. No call was received from Ric, I then called Ric on the 18th of Feb to confirm if all in order and when car can be brought in, he said he will call me later in the day to check if there is a gap 3. Ric did not call me later on the day on the Friday, again I sent text on the Monday, the 19th (see WhatsApp chat attached), ONLY THEN, he tells me there is gap, had I not contacted him? 4. We agree to drop the car on Tuesday morning, and when he said it might be ready for Friday, I proceed to hire a courtesy car. 5. I do a follow up on Thu to see if Friday is still on, and you will see that on the chat I am also open to Monday 6. Ultimately, we agree on Saturday, the chats refers 7. I ask Karishma on the Friday to arrange pick up at OR Tambo airport as I was dropping car off on Saturday, she was not interested in helping and gave me stories and Friday and I made own arrangements, when I arrived she claims she had made plans and gave me some poor reasoning, I have been to BMWs before, a whole of them, you can check my profile, I have never seen such lack of customer focus 8. I arrive on Saturday, I see my car outside, the handle is not done, see attached picture 9. I proceed to reception and tell Ric, RIC DID NOT KNOW, he heard from me that the car is not complete 10. He goes to check, and comes back with a lamest excuse to date, that he did not quote the job, that is the pictures he took, in my presence when I brought car in, only the he is telling me what they have asked the insurance for an extension on the job, so, when he said I should collect the car, did he have this info? 11. Then I am told the job will take 15min, I was willing to pay for it because I cannot afford to leave car again, the courtesy car was returned as per above 12. I am not with an incomplete car and a bunch of “sorrys” from Ric