NO CUSTOMER INTEREST AT ALL - APPAULING

Item: CFAO Mobility (PTY) LTD
Rating: 1

In June 2016 I purchased a VW Polo TSI DSG at the Reeds Tygervalley branch and was extremely happy as I always had my eyes on that specific model. When purchasing the vehicle I was told that the vehicle has done and passed all checks and that it was in mint condition. Upon starting the vehicle I could not even hear the engine and had to drop my window to hear if it was actually on. That how silent and beautiful the engine was. Two months down the line I started hearing a knocking noise, got concerned and contacted Reeds Tygervalley who then made a booking at the VW Claremont Service Centre. It took them 3 days to find out that the engine mounting was loose (I do not think I need to inform you of what could have happened if had not taken the vehicle in.) At that point I was extremely furious. They told me everything was in mint condition but now this happens, something that should definitely not happen after two months of driving the vehicle. For your FYI, I have 2 kids aged 6 and 2 and a wife, so no, I have never driven the vehicle fast or pushed it. While the vehicle was in for repairs I was told that they do not have any curtesy vehicles and that a shuttle will be provided to work. The next three days I had to get an Uber to pick myself and my family up the morning, drop my son at daycare, drop my daughter at school, drop my wife at work and then drop me at work. The same was done when we were done working. A cost I had incurred – a massive inconvenience to me but I have not let this upset me but rather be a good customer. It is now February 2017 (8 months from purchasing the vehicle) and I started hearing the knocking noise again (this started in January). I then booked the vehicle in at Rola VW Service Centre in Herm**** (as we now reside in Herm****) and they found the below issues: Technicians diagnostic report: The passenger front tire is a reverse tire The baffle plate is broken The steering rack is faulty Cylinder 4 has a misfire Should this have happened after driving the vehivle for 8 months after purchasing it – DEFINITELY NOT. You can only imagine my frustration at this point. I then contacted the dealership again and they advised they will fetch the vehicle and provide me with a curtesy vehicle to use. They collected the vehicle on Friday 24th February 2017 and took the vehicle into the VW Wes Cape Service Centre on Monday 27th February 2017. I then waited till Thursday 02nd March 2017 with no feedback sent to me regarding what they have done. I then sent the dealership manager an email to follow up and his reply to me was “it does not take one day to assess the issues that was noted” – definitely not their customers interest first. I then rep**** and advised that is day 4 now, and not day one and advised they send me feedback before COB. I then receive an email from a stock controller saying, from further test at Volkswagen, the Polo is not starting. Volkswagen is currently addressing this issue and that they will revert back to me once they have further information.” That was it, nothing about why it is not starting? Nothing about any of the concerns and issues that the Rola VW Service Centre has picked up. The car now does not want to start. That’s all they said. At this point I started to believe that they must think I am *********** and that they can fool me. I then sent a concerning email and is when the general manager called me, not giving me a chance to speak at all (now definitely believed that they think I am ***********) and couldnt even get a chance to ask him why they have no feedback for me regarding the issues I have addressed them with and when asking him why the car does not want to start he says “it could be that the battery cells are done” – really, the battery cells are done. Now I strongly believe they think they can fool me. I told them I do not want the car back if this is what is happening after having the car for 8 months. What next could happen. I have 2 kids, we now reside in Herm**** and every month-end we will now have to drive into Cape Town to do shopping as there are no Halaal suppliers in Herm****. What and how do you think I will feel if anything should happen with the car half way from Herm**** to Cape Town. I mean, 2nd month the engine mounting was loose. 8th month from purchasing the vehicle the front passenger tire is a reverse tire, the baffle plate is broken, the steering rack is faulty and cylinder 4 has a misfire and to top it off, now the car does not want to start. WOULD YOU TAKE A CAR BACK AFTER ALL THIS HAS HAPPENED AND WITHIN A SPACE OF 8 MONTHS? The dealership side I was told that it is all mechanical faculty’s that can be fixed and that my car is in good hands. I was also told that they do not believe the diagnostic report done yet, they cannot tell me what is wrong with my vehicle either.

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