Disgusting Customer Service and Communication

Let me start off by saying I have owned 3 BMW’s and this is my 4th. I love this brand of car BUT after this experience I want absolutely nothing to do with the Northcliff ARC branch!

My insurer sent me here after the terrible hail storm that occurred in November 2023. My car had damage over R200,000.00 and obviously needed a lot of work to be done.

BMW could only see me on 4 January 2024. Prior to this I was given to their consultant Nicole Francke who is beyond useless and ***********. Not one phone call, not one check in…nothing. I know she was my service consultant because both my insurer and their receptionist let me know this was the case however nothing from her.

A week after sending in my car, I’m told that it will only be fixed in APRIL 2024 as they are waiting for parts. This is an sms NOT A CALL and again NOTHING from Nicole or anyone from the company. The 2nd week, I receive an sms, after calling over 8 times, to say that my car is in the workshop…no one can tell me for what?

I then send a hell of an email to Nicole and I eventually get a call from her at 4:30pm on 18 January 2024 - first point of contact…she proceeds to tell me that she doesn’t know when the vehicle will be ready or what they are working on…she will ask Bongani to call me in the morning because she “doesn’t know”… Please can we take a moment for the above communication because this is just ludicrous on every level.

I will be reporting her to BMW South Africa as well as going into visit the dealer principle because I am not one to play with!

If you cannot communicate to your client then how can the client trust that the proper repair work will be done on over R200,000.00 worth of damage.

I will be speaking to my insurer as well regarding removing them as a provider.

Please avoid them at all costs.