Complaint Durban Branch
<p>Like all good SA citizens, we browsed the Internet when we wanted to buy a car. We found the ideal vehicle, not knowing that this particular vehicle was in Durban. We were assured that this vehicle was in extra good condition, in fact, several other clients were interested in buying it. For a week your Durban situated Luke was busy with valets, AA checks, and goodness knows what else. In the meantime, I purchased a bus ticket as requested by Luke in order to pick up the vehicle on the Friday. Being a Vrystater, my wife and I decided to make a weekend of the fetching business, after all, we hardly every see the sea. We were looking forward to fetching the car, tired of riding bicycle in all weather conditions and bumming lifts of everybody, our own car eventually. Three hours before we had to board the bus, we were notified by Luke that the car did not pass the roadworthy and that it is not ready for collection. He promised to refund the bus fare, R740 is a lot to pay for nothing. We decided not to purchase the car, if a sought-after next to perfect vehicle could not pass the roadworthy, something did not tally. I notified Luke of this decision and requested a refund of the R740. It is now seven weeks, about R800's worth of airtime and endless irritation and lies later, the bus fare has still not been refunded.<br />I feel that Luke **** to me, he deliberately dodges all phone calls and/or discussions. What type of business are you running? You actually stole from me.</p>
Dear Mr Foggit
RE: Disgust with Poor Service
We must apologise for the perceived delay in finalising our deal with you. Please note that we as a dealer we always have our customer’s best interest. As a result, we negotiate the best possible interest rates with the various banks, the length of the process is entirely dependent on the bank, after battling with the bank to receive a lower interest rate which would benefit you financially, we were successful and you accepted it.
Furthermore, we did inform you that we were not ready to deliver the vehicle yet because we had sent your vehicle for roadworthy which is AA accredited and inspection standards are of the highest level possible. This is done so that our customers have a very reliable vehicle without any fear of a breakdown. The valet was not up to the company’s standard of cleanliness either.
Together with our 7-day exchange plan and buy back guarantee that we offer to our customers, a peace of mind motoring is vital for all our customers. We pride ourselves on retaining our customers and ensuring that they are always happy with our services at all times.
We had delayed the delivery of the vehicle so that a pin could be fitted and as it was on back order from the agents, we did not think it was right to inconvenience you and have you coming to Durban and wait for a part.
After repairing the minor faults on the vehicles and we had the vehicle valet again, you informed us that you would like to cancel your transaction with us and ended the deal.
Generally Capital Auto World would not be held liable for the refund due to the fact that the cancelation being from your side but we have agreed to reimburse you because of our high customer service. Your refund is now in progress and hope you are satisfied once you have received it.
Please also note that in the event of you purchasing a vehicle with any other dealership, no refund for a bus ticket will be forthcoming for the deal that was cancelled by a customer.
We do apologise for the inconvenience caused.
Dear Mr Foggit
RE: Disgust with Poor Service
We must apologise for the perceived delay in finalising our deal with you. Please note that we as a dealer we always have our customer’s best interest. As a result, we negotiate the best possible interest rates with the various banks, the length of the process is entirely dependent on the bank, after battling with the bank to receive a lower interest rate which would benefit you financially, we were successful and you accepted it.
Furthermore, we did inform you that we were not ready to deliver the vehicle yet because we had sent your vehicle for roadworthy which is AA accredited and inspection standards are of the highest level possible. This is done so that our customers have a very reliable vehicle without any fear of a breakdown. The valet was not up to the company’s standard of cleanliness either.
Together with our 7-day exchange plan and buy back guarantee that we offer to our customers, a peace of mind motoring is vital for all our customers. We pride ourselves on retaining our customers and ensuring that they are always happy with our services at all times.
We had delayed the delivery of the vehicle so that a pin could be fitted and as it was on back order from the agents, we did not think it was right to inconvenience you and have you coming to Durban and wait for a part.
After repairing the minor faults on the vehicles and we had the vehicle valet again, you informed us that you would like to cancel your transaction with us and ended the deal.
Generally Capital Auto World would not be held liable for the refund due to the fact that the cancelation being from your side but we have agreed to reimburse you because of our high customer service. Your refund is now in progress and hope you are satisfied once you have received it.
Please also note that in the event of you purchasing a vehicle with any other dealership, no refund for a bus ticket will be forthcoming for the deal that was cancelled by a customer.
We do apologise for the inconvenience caused.
To whom it may concern
First of all Luke said to me a day before the bus tickets were bought that the car is READY just needed a valet. So we must go buy the bus tickets as per Luke. Yes... you did inform me that the car is not ready...3 and i say again 3 HOURS before climbing on the bus +- 18:00. You are lieing to me aswell because Luke said to me over the phone that the car didnt pass the ROADWORTHY. I do have 3 witnesses cause the phone was on loud speaker. Sometimes sorry does Not help just do what you guys promised. You guys say you will pay me back? i appreciate that i just want to know what year? Because as usual Capital Auto World does not phone me or let me know when....Please don't make me to be the bad guy here. I will even go as far as to go make a affidavit about my facts. Again Poor customer service Not happy at all!!!
To whom it may concern
First of all Luke said to me a day before the bus tickets were bought that the car is READY just needed a valet. So we must go buy the bus tickets as per Luke. Yes... you did inform me that the car is not ready...3 and i say again 3 HOURS before climbing on the bus +- 18:00. You are lieing to me aswell because Luke said to me over the phone that the car didnt pass the ROADWORTHY. I do have 3 witnesses cause the phone was on loud speaker. Sometimes sorry does Not help just do what you guys promised. You guys say you will pay me back? i appreciate that i just want to know what year? Because as usual Capital Auto World does not phone me or let me know when....Please don't make me to be the bad guy here. I will even go as far as to go make a affidavit about my facts. Again Poor customer service Not happy at all!!!
Mr Foggitt
With reference to your latest comment, we have committed to a refund. Regardless of you reneging on yours.
Like every company there are processes to follow in requesting a payment. We have currently sent the request to our accounts department and will inform you as soon as payment has been done.
We would like to re-iterate that we are processing a refund to you even though you have cancelled the deal. We pride ourselves in delivering a vehicle that is completely roadworthy and with the backing of the AA our standards we maintain is quite high.
As we mentioned before, no other dealership will refund transportation expenses incurred during your transit to their dealership. CAW will honour their promise to refund you the bus expenses, however CAW is doing so.
Mr Foggitt
With reference to your latest comment, we have committed to a refund. Regardless of you reneging on yours.
Like every company there are processes to follow in requesting a payment. We have currently sent the request to our accounts department and will inform you as soon as payment has been done.
We would like to re-iterate that we are processing a refund to you even though you have cancelled the deal. We pride ourselves in delivering a vehicle that is completely roadworthy and with the backing of the AA our standards we maintain is quite high.
As we mentioned before, no other dealership will refund transportation expenses incurred during your transit to their dealership. CAW will honour their promise to refund you the bus expenses, however CAW is doing so.