Urgent Complaint: Service Issues at BMW Midrand - Mr. Isaac's Involvement and Unacceptable Response

Hello Peter Team,

I am writing to express my profound disappointment and anger regarding the atrocious service I recently experienced at BMW Midrand, which occurred on September 6th, involving my 2016 BMW X3 with VIN number WBAWZ520800R09496.

During my visit, I encountered problems with my spare key and the front right door lock. Mr. Isaac Bila, a BMW advisor at BMW Midrand, recommended that I purchase a new spare key and a lock set for the front door. However, upon returning to collect my vehicle on September 8th, the new spare remote they provided proved entirely non-functional. I was informed that I needed to replace the entire locking system, rendering both the new and previously purchased remotes useless.

To add to the ordeal, I was unexpectedly charged for the new remote, despite its worthlessness. The situation became more frustrating when I observed that the front door's interior plastic panel had been improperly reinstalled, and the door lock remained dysfunctional, even after payment. This experience, involving Mr. Isaac's recommendations, has left me deeply dissatisfied and seeking immediate resolution.

Following my initial complaint, I sent multiple emails to BMW seeking assistance. Subsequently, I was invited back to BMW Midrand on September 8th, 2023, with the hope of finding a solution. I left my car at the service center, believing that a resolution was imminent.

However, on the following day, September 9th, I received a WhatsApp message from Mr. Isaac, the BMW advisor at BMW Midrand. Shockingly, Mr. Isaac informed me that they would not provide a refund for the incorrect items I had been advised to order. Instead, they suggested I order yet another set of lock systems and remotes. It feels like they are playing a cruel joke on me. They initially guided me to purchase the wrong items, and now they refuse to issue a refund and want me to make another purchase.

This ongoing ordeal, along with Mr. Isaac's unacceptable response, has left me deeply dissatisfied and frustrated, and I am urgently seeking resolution.

Sincerely,

Mustafa