1 reviews | Active since Jan 2011
****py service all around
<p>Where to start…</p> <p>So we bought a car at CAW Midrand, and up till this day, it’s a huge mess.<br />Part of the sale included that CAW would pay for the service, as the advertised km’s differ from the actual, and that it has surpassed its service mileage during that time, while one of their employees was driving the vehicle (bank owned at that stage). So send them the quote from the closest dealer, they refused to pay, referred me to another company. Tried getting a quote from them, they refused to do all the required service components as described by the agents for said service. CAW then insisted we bring them the vehicle. For me that’s almost 80km’s just for a service, but I did take it.</p> <p>So delivered the vehicle, and waited nearly 1h30 for someone to take me to our Sandton office for the day. (Decided to work there for the day, due to proximity.) An hour after they were supposed to pick me up again, I resorted to getting a car service to pick me up, (Note that the agreement before hand was that I would get a loan vehicle for the day) since I needed to get back to my car to pick it up, obviously.</p> <p>Got the vehicle back, drove nearly 1km, realized something is not 100% after the service, tried phoning and SMS them, but no answer. Drove the car back home like that. Eventually got through to them the next day, and they said, bring it back. Had a huge fight with them, and 3 days later they picked up the car from me, stating they will now take it to a dealer in my town, and its already been booked. Upon loading the car (when I first heard the arrangement), I told them, there is no dealership in my town, so they took it somewhere else. (So how do you make a booking at a closed dealership?)</p> <p>Phoned the dealership the next day, who confirmed that a lot of the stuff was not done properly, including some fundamentals like filters, oil change, to name a few, and yet they ‘serviced’ the vehicle, or so they said. Not sure what they did but obviously, it was a *****-up, since the car was worse condition afterward, than when it went to them. I mean, what is so ****** difficult about a routine 40000km service.</p> <p>Again after a huge fight, I said they should replace the vehicle since they have another one, similar to that in stock. Which brings me to my next huge problem. They sold the vehicle to me as a 4x4 auto, having never driven one like that, used to manual 4x4, with the 2 gear levers, so assumed the the auto works a bit different and accepted it as presented. Only after taking the car for the service quote did I learn, that it was in fact 4x2, but I was sold a 4x4 on paper. The other one in stock, is in fact a 4x4 manual. So since all of the issues played out, I was insisting on the replacement. To be honest, on the 5th day after purchasing the vehicle, I already said they should refund me, they advertise ‘7 day exchange plan’ but they did not even bother responding to the email about it.</p> <p>Now all of a sudden they have tons of excuses on why its taking so long…</p> <p>I’m still paying for a vehicle, but have nothing. Not the replacement nor the one that was supposed to be serviced. Got a rental car, after they (CAW) cleared it, will see if they reimburse me as was promised, while waiting for them to bring me my vehicle.</p> <p>The service of this garage is absolutely horrible and very unprofessional and I would recommend anyone to rather approach a different supplier where possible.</p>
So after I made this post, you guys phone me asking to remove it, since you will sort it out today.
Since then I got feedback that the car is in the wash bay, I'll have it later, and now I'm getting told we are not getting it. Then when we phoned and try to speak with Yolandie, who was rude from the get go, puts down the phone in our ear, after spinning a story, of following procedure. If your *********** mechanics did not mess up the car in the first place we would not be going through this, not to mention the false advertising. You broke it, and you just don't care that the customer struggles. We try jumping through all your hoops, trying to get our vehicle back, and still, we are met with utter disrespect. You have tons of people employed there, yet nobody seems to care about doing their job. Pathetic
So after I made this post, you guys phone me asking to remove it, since you will sort it out today.
Since then I got feedback that the car is in the wash bay, I'll have it later, and now I'm getting told we are not getting it. Then when we phoned and try to speak with Yolandie, who was rude from the get go, puts down the phone in our ear, after spinning a story, of following procedure. If your *********** mechanics did not mess up the car in the first place we would not be going through this, not to mention the false advertising. You broke it, and you just don't care that the customer struggles. We try jumping through all your hoops, trying to get our vehicle back, and still, we are met with utter disrespect. You have tons of people employed there, yet nobody seems to care about doing their job. Pathetic
The vehicle contracts all state that the vehicle you bought is a 2013 GMW H5 VGT A/T
The vehicle was advertised incorrectly as a 4x4 and this was explained to you on delivery before your father Mr. DC Oosthuizen signed the contract and you were happy with the vehicle.
Leon’s phone rang and he asked me to explain the process to you with regards to the substitution. I didn’t put the phone down in your ear at any stage of the conversation. I explained to you what the process of the substitution was and that I am waiting for the documents from the bank and we have to follow the banks processes. I explained to you what documents the bank will need to continue with the substitution and you arranged your insurance accordingly
Mrs Llewellyn asked me if she will still get her vehicle today and I rep**** that we are waiting for the validations and the documentation from the bank.
This is what was meant as per procedure as we cannot sign contracts which was not been send form the bank as yet.
If I was rude in any way this was not my intention I only wanted to explain the processes if you still feel that I was rude I do apologise
Kind Regards
Yolande
The vehicle contracts all state that the vehicle you bought is a 2013 GMW H5 VGT A/T
The vehicle was advertised incorrectly as a 4x4 and this was explained to you on delivery before your father Mr. DC Oosthuizen signed the contract and you were happy with the vehicle.
Leon’s phone rang and he asked me to explain the process to you with regards to the substitution. I didn’t put the phone down in your ear at any stage of the conversation. I explained to you what the process of the substitution was and that I am waiting for the documents from the bank and we have to follow the banks processes. I explained to you what documents the bank will need to continue with the substitution and you arranged your insurance accordingly
Mrs Llewellyn asked me if she will still get her vehicle today and I rep**** that we are waiting for the validations and the documentation from the bank.
This is what was meant as per procedure as we cannot sign contracts which was not been send form the bank as yet.
If I was rude in any way this was not my intention I only wanted to explain the processes if you still feel that I was rude I do apologise
Kind Regards
Yolande
Good Day Llewellyn,
CAW Management is appalled by the service you have received from our employees, and apologise profusely, however neither Glen nor Natalie were involved.
I am very perturbed that you have made an accusation that our vehicle was owned by the bank, as this is very untrue. CAW vehicles do get test driven by clients, we do not see your comment relevant.
The service on your vehicle was done by an RMI approved workshop.
Your vehicle had not been booked in for the day which you had brought it through. You had texted the sales person at 6am to say you are on your way. No loan vehicle was promised as CAW does not have loan vehicles, Hence the reason for opting to pay for your vehicle rental.
The dealer that was referred to was in Rustenburg as per your quotation.
As per all documentation signed by your father, nowhere does it state 4X4. This was discussed with yourself from the onset, Prior to you taking delivery of the vehicle we reiterated that this vehicle IS NOT A 4X4. CAW Marketing had made an honest mistake on the advert, and again we apologise for the inconvenience caused.
CAW unfortunately cannot release a vehicle without the bank forwarding the documentation for the substitution of goods.
Kindly forward CAW your rental invoice as well as your banking details to do the refund.
CAW again apologise profusely and do hope that after receiving proactive service from management that you will consider changing your thoughts of the company as this is due to the *********** staff, not the company as a whole.
We have found that a few of the facts have been exaggerated and pulled out of context completely. CAW takes pride in our reputation, hence asking to refrain from your Hellopeter comment to sort this matter in an amicable manner.
Should you feel we are not a company that can live up to your expectations we are good to proceed with the cancellation.
All staff involved will be dealt with and disciplined. Your vehicle will be delivered to your premises tomorrow the 9th of November.
Best Regards
Capital Auto World
Good Day Llewellyn,
CAW Management is appalled by the service you have received from our employees, and apologise profusely, however neither Glen nor Natalie were involved.
I am very perturbed that you have made an accusation that our vehicle was owned by the bank, as this is very untrue. CAW vehicles do get test driven by clients, we do not see your comment relevant.
The service on your vehicle was done by an RMI approved workshop.
Your vehicle had not been booked in for the day which you had brought it through. You had texted the sales person at 6am to say you are on your way. No loan vehicle was promised as CAW does not have loan vehicles, Hence the reason for opting to pay for your vehicle rental.
The dealer that was referred to was in Rustenburg as per your quotation.
As per all documentation signed by your father, nowhere does it state 4X4. This was discussed with yourself from the onset, Prior to you taking delivery of the vehicle we reiterated that this vehicle IS NOT A 4X4. CAW Marketing had made an honest mistake on the advert, and again we apologise for the inconvenience caused.
CAW unfortunately cannot release a vehicle without the bank forwarding the documentation for the substitution of goods.
Kindly forward CAW your rental invoice as well as your banking details to do the refund.
CAW again apologise profusely and do hope that after receiving proactive service from management that you will consider changing your thoughts of the company as this is due to the *********** staff, not the company as a whole.
We have found that a few of the facts have been exaggerated and pulled out of context completely. CAW takes pride in our reputation, hence asking to refrain from your Hellopeter comment to sort this matter in an amicable manner.
Should you feel we are not a company that can live up to your expectations we are good to proceed with the cancellation.
All staff involved will be dealt with and disciplined. Your vehicle will be delivered to your premises tomorrow the 9th of November.
Best Regards
Capital Auto World
Good day,
"neither Glen nor Natalie were involved"
Since everybody is up in arms about the involved list of people, which by the way is not public, only visible to you, let me elaborate on that 2 people. Note that HelloPeter asks for people interacted with, thus their names was added to the list.
Glen - The person who drove me when the service was done. Ask him for a truthful representation of what happened that day. I'll be kind enough not to put it on here.
Natalie - Got involved Friday, 4 Nov and I hand delivered the document as requested, to her on Saturday 5 Nov.
She did get into this at the very end, and I will honestly admit, that she has been the most helpful in all of this, and always tries to be friendly with us. As I explained to her yesterday as well, I'm not in any way angry towards her.
"vehicle was owned by the bank" this message was conveyed to me by one of your employees, if its not the case, I do apologize, but then why would he tell me, that it was being driven on a daily basis by an employee of CAW?
As I understand this was not the only vehicle being used for this
"No loan vehicle was promised" when I spoke to Leon, his word was, bring your vehicle, we will give you a loan, and will even pay for you to go have some breakfast while you wait. Again, if this is not your policy, that's fine, but don't lead the client to believe that it's true.
"nowhere does it state 4X4" and yet the add, which I presented the day I wanted to look at the vehicle showed it like that. In terms of the honest mistake, sure, it does happen but does no one check the ads for accuracy before they get published.
"Prior to you taking delivery of the vehicle we reiterated that this vehicle IS NOT A 4X4" If this was pointed out to me before we took delivery of the vehicle, I would not even have driven it off your premises in the first place. Also, when I did find out, after obtaining quotes for you, I did mail you and asked for a refund, a mail to which I still haven't gotten a response (I do have other mails after that, but not pertaining to the requested refund). Leon admitted to me, when I brought the car for service, that you guys will reimburse me for selling me something that is not as advertised, and that he was shocked to learn that in the first place.
All I wanted was good service, as any paying customer does. There are tons of facts, both sides, which we can sit and discuss at length, but what would be the point to argue back and forth. I did not come to HelloPeter just for the fun, but out of frustration, after struggling to get my problem resolved under normal circumstances. I could have taken various other steps, (attorney, ombudsman) but I did not.
I understand you want to protect your image, and it is important to understand that in the service industry some basic rules apply i.e being friendly with the customer, assisting them promptly, being truthful about the facts. The latter being the most important, people don't like feeling cheated,conned or misled. This usually ends up as public knowledge, as people feel the need to protect each other from corporate powers.
I'll gladly continue to speak with someone to get this resolved. Hopefully, that person has some people s****s and if not, send them to Natalie for training. That lady deserves to be the face of this company more than anyone else in that office. You have my email address, feel free to contact me outside of HelloPeter via mail.
Regards
Good day,
"neither Glen nor Natalie were involved"
Since everybody is up in arms about the involved list of people, which by the way is not public, only visible to you, let me elaborate on that 2 people. Note that HelloPeter asks for people interacted with, thus their names was added to the list.
Glen - The person who drove me when the service was done. Ask him for a truthful representation of what happened that day. I'll be kind enough not to put it on here.
Natalie - Got involved Friday, 4 Nov and I hand delivered the document as requested, to her on Saturday 5 Nov.
She did get into this at the very end, and I will honestly admit, that she has been the most helpful in all of this, and always tries to be friendly with us. As I explained to her yesterday as well, I'm not in any way angry towards her.
"vehicle was owned by the bank" this message was conveyed to me by one of your employees, if its not the case, I do apologize, but then why would he tell me, that it was being driven on a daily basis by an employee of CAW?
As I understand this was not the only vehicle being used for this
"No loan vehicle was promised" when I spoke to Leon, his word was, bring your vehicle, we will give you a loan, and will even pay for you to go have some breakfast while you wait. Again, if this is not your policy, that's fine, but don't lead the client to believe that it's true.
"nowhere does it state 4X4" and yet the add, which I presented the day I wanted to look at the vehicle showed it like that. In terms of the honest mistake, sure, it does happen but does no one check the ads for accuracy before they get published.
"Prior to you taking delivery of the vehicle we reiterated that this vehicle IS NOT A 4X4" If this was pointed out to me before we took delivery of the vehicle, I would not even have driven it off your premises in the first place. Also, when I did find out, after obtaining quotes for you, I did mail you and asked for a refund, a mail to which I still haven't gotten a response (I do have other mails after that, but not pertaining to the requested refund). Leon admitted to me, when I brought the car for service, that you guys will reimburse me for selling me something that is not as advertised, and that he was shocked to learn that in the first place.
All I wanted was good service, as any paying customer does. There are tons of facts, both sides, which we can sit and discuss at length, but what would be the point to argue back and forth. I did not come to HelloPeter just for the fun, but out of frustration, after struggling to get my problem resolved under normal circumstances. I could have taken various other steps, (attorney, ombudsman) but I did not.
I understand you want to protect your image, and it is important to understand that in the service industry some basic rules apply i.e being friendly with the customer, assisting them promptly, being truthful about the facts. The latter being the most important, people don't like feeling cheated,conned or misled. This usually ends up as public knowledge, as people feel the need to protect each other from corporate powers.
I'll gladly continue to speak with someone to get this resolved. Hopefully, that person has some people s****s and if not, send them to Natalie for training. That lady deserves to be the face of this company more than anyone else in that office. You have my email address, feel free to contact me outside of HelloPeter via mail.
Regards