Sandton Auto BMW dealership are ********** and exploit people

I would to request assistance, with a case of exploitation by the charlatans working at Sandton Auto Dealership. The dealership replaced a lock set and battery for R15 400, instead of replacing a key for a lower cost ~R 4500. It took 3 weeks to complete the work, while I had to use hired car for 18 days which costed me R4800.

My car was towed to Sandton auto as it could not start, and it was ascertained prior to towing that the battery is not flat.

The was sent there on the 31st July, I was then advised that my key is not working and they are unable to run any diagnostic report.

I lost my spare key, the after sales consultant advised that a new lock set is required the cost will be R13k. I asked her how that can be as I have a key, can they not replace the key and used a quotation I had from prior enquiry. Email sent with attached quotation on the same day 31st July 2018.

Needless to say there was no response, until I made physical visit to the dealership on Thursday 2nd August 2018 and I was then advised the lady’s father is bereaved hence the silence. The after sales manager, named Melanie then took my case, followed and advised the same story concerning the repairs. When I spoke to her, I had raised the need of urgency in resolving my issue as I was driving a hired car and the cost implication. Needless to say, I sent her an email with the required documentation on Friday the 3rd July 2018 to order a new lock set, which I was advised the turnaround would be 2 working days.

Melanie sent a confirmation on the 6th August 2018, to advise the lockset has been ordered and on Thursday, 9th August my car should be ready. I phoned on Thursday to be advised the after sales department is closed. Friday, the 10th August I sent her a text message following up on the status of my car.

On the 13th August 2018, I phoned the dealership and requested to speak to the customer relationship manager, detailed the sequence of events and she said she will follow up. I then drafted an email from her expressing my disappointment and the cost implication as a result of the delay, as I was driving a hired car. Danica, advised that the lock set has arrived however the technician will start working on my car once he has completed the other car he was working on. This I found appalling. I also raised the issue of a formal quotation which I had not yet received, there was no followed up.

On the 16th August 2018, I then made another visit to the dealership and spoke to Melanie, to check on the progress made on my car and to enquire about other issues I knew of prior to the car not starting: loose cable on the rear wheel and the heater was not working. When I got there, she printed a quotation for me to sign and I told her that you have not sent any quotation prior to this and you require me to sign on the spot, I still had doubts concerning the work performed in my car however I proceeded to sign and I insisted she sends the quotation to me afterwards.

Friday I then received a quotation for an additional R16,000 as the technician named Gerald, reported that repairs are required on the water pump, coolant, break pads, light bulb. I phoned Melanie to ask to explain the problem identified, she said the technician has picked up that my car does not retain water, a problem I did not have before, I cannot drive my drive, it would need to be towed. I was fed up and realised these guys are taking advantage of my ignorance, I requested a diagnostic report to corroborate the issues identified.

Melanie did not provide the report, I made a decision that I will pay for the completed thus far and if need be, tow the car to another dealership. On Saturday, I visited a nearby BMW and Mini dealership, enquired about the issue at hand concerning the lock set, I was advised by the after sales consultant that there was no need to replace a lock set as I still had a key which was just not functioning. She then called, the technician to confirm and the technician advised I move my car from Sandton auto dealership as the conduct of the people was unacceptable and *********.

I phoned Melanie, advised that I will be moving my car and I went to the dealership on Tuesday the 22nd August 2018 to settle the R15,400 and also inform them that I will be moving my car as I can no longer bear the additional cost to repair. Prior to leaving, I requested my spare key from the new set and the old key that was not working.

She only gave me the spare key and advised that the old key cannot be found at this point, the technicians are out however when the tow truck arrives the following day, she will attach the old key with the new key that will remain with the car.

On Wednesday the 23rd August 2018, I sent an email and later phoned Melanie to advise that at 2pm the towtruck will get the car. I reminded her about the old key and for her to ensure that it goes with the car. I then relayed the same message to the towtruck driver. At 2:30pm, I received a call from the driver notifying me that Melanie only gave him one key: new key.

Sandton Auto dealership lost my key and made me pay for it. In addition to that, they wanted to syphen a further R16 000 from me. Complete exploitation of a person, not to mark myself as a victim but there more I engage women, I then discovered it is common practise to take advantage of a woman’s lack of knowledge when repair work on a car is required.

On the 24 August 2018, I had spent R21, 400: R4800 car hire, R1200 tow truck and R15,400 replacing a lock set and battery. Costs that could have been avoided and/or kept to a minimum.