Great Sales Experience Ruined by Poor After-Sales Service

I am extremely disappointed and frustrated with the after-sales service I have received from Carter Rosebank. What started as a promising and pleasant experience quickly turned into a nightmare due to poor communication and lack of professionalism from the finance team.

Firstly, I would like to express my sincere appreciation for Adele Du Toit. She was absolutely incredible throughout the vehicle purchase process — knowledgeable, professional, and always willing to go the extra mile. Thanks to her, buying my new vehicle was a seamless and enjoyable experience.

Unfortunately, the same cannot be said about the after-sales support, specifically from the finance department. I was offered deal assistance and told that payments are made every Thursday, only to later be informed (by Adele, again stepping in to help) that payments are in fact made on Tuesdays. That was two weeks ago — and I have yet to receive the promised payment.

During this time, I have sent multiple emails and made numerous calls to Carter Rosebank with no response whatsoever, except for Adele apologizing on behalf of the finance teams' incredibly bad service. It’s completely unacceptable. Despite Adele’s continued efforts to assist me and follow up, there seems to be no accountability or urgency from the finance team.

The finance team has been unresponsive, ignoring multiple emails and failing to acknowledge or address the issue. This lack of basic email and telephone etiquette is shocking and reflects poorly on the Carter brand. It’s incredibly disappointing that while one person in the company is delivering outstanding service, others are undermining the entire customer experience through negligence.

I expected better. This level of service, especially after reading previous reviews, sadly confirms that once the sale is made, the client is no longer a priority.