Poor Service Delivery (Auto Alpina Boksburg)

Good Day

We've been trying to get hold of Laurie (Dealer Principal) but unfortunately there's no luck and we were informed that he's in a meeting.

We brought the car in last of last week and to our surprise now we are told that they instructed people not to work on it anymore, it's either we accept the full quote or nothing will be done on the car.

The car wasn't worked on for the entire week without any form of communication as to what was the problem until we complained to Louis (The service manager who was also rude and was not willing to help) and only then Glen was assigned to it and managed figure out one of the major concerns and worked on it.

Glen informed us that there's also other concerns that he discovered and we asked for the quotation for those concerns so we can take it from there and we got the quotation which amounted to over R183 000 and that's almost as buying a new car.

We called requesting them to get us a quote for the Radiator few parts and if Glen can work on since he mentioned that it was leaking but he informed us that he was instructed by his superiors (Louise and Michael) not to work on the car any further. We contacted Michael and to find out why and he informed us that the vehicle won't be worked on, and we have to accept the full quote or nothing will be done on the car at all of which it doesn't make sense at all because why would we accept the full whereas we can buy a new car of which that's what we were considering but based on the treatment we got, there's no way we can go ahead with that.

Isn't it a client's choice to weigh the options and decide and what's best for them other than being forced to make a decision that doesn't make sense at all?

If they decide we are not good enough as customers for their business, why don't they say so instead of giving us run-arounds? And where would they expect us to take the vehicle to because it's been visiting their dealership for service and none of this was ever said or done before.

I must say, am disappointed as a customer and I am wondering how many of us are receiving such treatment from them.

We are going to escalate this until it reaches someone who will be able to give us a proper treatment and a reasonable solution regarding this.

Vehicle Name : Mini Cooper (Blue & White) Registration: VCH559GP

Kind Regards Promise ***