Poor Customer Service

Hello

I am very unhappy with the current service I am receiving from Kempton Park branch-Croydon. White BMW 1 Series 2007 (E87) that is my car.

On the 8th of this month I took my vehicle for full service and I was informed that it will be diagnosed only on Monday 10th due to long weekend holidays. That was understood and I accepted that.

On Tuesday 11th i received a call from a lady by the name of Melanie who communicated the diagnoses of the car and the quote was amounting around R60K i can't remember the exact amount. At that time I didn't have that kind of money so I negotiated and she asked to come back to me with the most affordable qute/amount. Later that day she called and gladly so she managed to reduce the amount to R55K. We agreed that would be the price for all and everything that was found faulty during the diagnosis.

From that conversation I was told it would take about 4 days for the car to be ready. That meant that I would get the car the very same Saturday 15th August 2020. On the 12th I again received a disturbing call from Melanie informing me that ' 'unfortunately" they would not be able to get the car ready due one pipe that they could not get locally (South Africa) therefore they would have to order the part from Germany. I was not happy with the information communicated to me and I wanted to retract from the initial agreement but She advised me not to due to the car being stripped and it would mean that they will have to put it all together and that I will be charged for that. I gave in, hoping that I am better off waiting additional 7-14 days than not getting it fixed. 14 days would be this Friday and now today i am being told that they received 2 out of three parts (what 3 because my understanding was only one pipe was outstanding). She told me something else was found faulty and it will cost me an additional R11K to fix it. Why was this not picked up during the initial diagnosis and why only now when i am actually expecting to get a car in a couple of days?

I didn't want to argue because everytime i received the call from BMW Kempton Park it was an upsetting one. I AM VERY UPSET, UNHAPPY, DISAPPOINTED, DISGUSTED AND ALL NEGATIVE ABOUT BMW KEMPTON PARK. I feel that had i not taken my car there i would have it running from a bush mechanic while i am trying to get right service.

I have been without a car for almost three weeks and yet I do not have good faith that it will be completed on promised time.

I AM WRITING TO YOU TO PLEASE INTERVENE TO HELP ME RESOLVE THIS BECAUSE I DO NOT WANT TO SPEAK TO THESE PEOPLE ANYMORE. THEY ARE TAKING ME FOR A FOOL AND THAT IS UPSETTING. THEY DO NOT VALUE ME AS A CUSTOMER. IT IS LIKE THEY DOING ME A FAVOUR. I KNOW THAT R55 000 RANDS IS NOTHING TO THEM BUT IT IS A LOT OF MONEY TO ME.

I hope to hear from you soon. My details are below.

Regards

-- Victor Siphiwe Mokoena ***