BNA MOTORS CAPE TOWN

I am writing to formally express my deep dissatisfaction regarding the poor service, lack of communication, and unfulfilled promises experienced with your dealership.

On 23 April 2025, your driver collected my vehicle for repairs. I was initially assured that there was nothing wrong with the car, yet upon my own inspection, I identified four to five issues that clearly needed attention. These were issues that should have been detected and addressed by your team prior to handover.

To add to this, the car was delivered to me without car mats, and I was never informed that it did not come with a spare key. These are standard items, and not being upfront about their exclusion reflects a lack of transparency.

In Gauteng, dealerships typically include a small fuel voucher and a thank-you gift at handover. While not a requirement, it’s a thoughtful gesture that shows customer appreciation. Sadly, this kind of customer care was completely lacking in my experience with BNA Motors.

What has caused me the most distress, however, is the ongoing lack of communication and failure to follow through on delivery promises. I was assured the vehicle would be returned by Friday, 2 May 2025, yet I had to chase for updates, only to be told—at the last minute—that the car would only be delivered on Saturday, 3 May 2025. This delay has prevented me and my family from attending a funeral in Mpumalanga, robbing us of the chance to say a final goodbye to a loved one.

When I reached out for clarity, I was simply told there was nothing that could be done. This response showed no empathy or accountability. It's disheartening to realize that BNA Motors appears to treat clients from outside Cape Town with far less regard—once the sale is complete, all that follows seems to be empty promises and repeated apologies.

Let me be clear: your apologies do not make up for what has been lost. Your lack of professionalism and accountability caused emotional harm that cannot be undone.

I urge you to take this matter seriously and consider how your service model can be improved—particularly your communication and after-sales service to clients based outside your immediate region.

I expect a formal written response and an appropriate resolution for the distress and inconvenience I’ve endured.