Hellopeter
Share Your Experience
AA
Andries A

1 reviews | Active since Sept 2017

01 Dec 2017, 10:40

Cant complain about service because there is none

I inquired about the Isuzu KB online on Tuesday 28 November and was contacted by a gentleman called Xolani. I then sent him an existing quote I received from Provincial motors in Richards bay for a new Opel Astra essentia and he responded with an even better one on a White Demo with 21 000km. I decided to take him up on the quote and the process started.

First of all there was a problem with my payslip not being accepted because of top cut off and my letter of appointment was not good enough for your F&I. I insisted that if it is a problem I will go with Provincial motors instead as they already said they will accept my docs.

Secondly I asked him about personalized plates and he said that because my wife is in the trade we should well know that they are currently closed and do not do personalized plates at the moment. I had to supply him with contact details for Uniplate and Choice numbers in PMB . He then said let's first do the application then he can throw in the plates. After the application was approved he said that his Manager said they cannot do the plates as part of the deal because they only make R 5500 on the deal. I responded and because he created the expectation I insisted on the plates. He agreed but will not put it on the OTP and will sort it out after the sale.

Only after all of the above he sent me the OTP attached with NEW next to the odometer field. New to me means no mileage at all but I was purchasing a vehicle with 21 000km on the odometer.

Shiron called me late on Wednesday afternoon only to tell me that the only bank that could verify my employment and assist with finance is ABSA at a rate of 13.50%.

I have financed a total of 6 vehicles only through MFC as they always assisted me, All of a sudden they only offer a rate of 15.0%. Yes you are not in control of what a bank offers but surely if I financed vehicles through MFC so many times they should once again be the bank with the best interest rate. Makes one think why all of a sudden ABSA has the lowest rate, maybe special treatment for the dealership?

On the same afternoon Xolani called and I said he can go ahead on the ABSA rate, he then said I must understand that it is month end and this deal will be closed for December. What has that got to do with the customer?? I said that if he needs the deal he should push it for his own benefit, clearly he didn't need the sale for November.

Xolani called me yesterday at 07h50 and explained that it is a challenge to sign the contract because I am based in Richards bay and they will have to find a Bank or dealership to facilitate the sign process, fully understandable as I have purchased vehicles like that before. He then said that Shiron will call me regarding installments etc.

I decided to call him yesterday afternoon at around 15h00 to find out why Shiron has not called me and he said he is with a customer, so I asked for Shiron's number and called her directly. Once again she was also with a customer, obviously month end sign offs, and that she will get back to me.

This morning after 09h00 she eventually called me, SURPRISE new month new targets. She still after 2 days could not get a better interest rate and once again said she will try MFC again and let me know. Xolani is MIA and did not call me back since yesterday.

Since then I have sent him a message to cancel the deal and I would like to thank CMH Umhlanga for wasting a finance application for me whereas I could have taken up an offer for a brand new ASTRA at Provincial motors in Richards bay.

0
Replies (2)
AA
Andries A's update01 Dec 2017, 11:07
Reviewer Update
Excellent reply from a Franchise Director. I feel sorry for the GM Brand. Good day Mr Apple, Apologies for this experience , however we do have to abide by the F+ I rule book , and if the payslip is not showing correctly , the banks don’t approve. I am not sure as to why MFC was wanting a higher rate than ABSA , I cannot comment. Sharon did take it up with them and is still awaiting a reply. Personalised reg is a separate matter , it could have been done after the car was put in your name , this year or next year , would have made no difference. The month end hiccup is a reality and the banks are under pressure , as well as dealers not really wanting to sign other clients on their floors at month end , they too are busy . I am sorry that we have lost this sale , however I do know you are in good hands in the Provincial Group, and I do hope you enjoy your Astra , a good choice of car .
AA
Andries A's update01 Dec 2017, 11:08
Reviewer Update
I am not sure as to why MFC was wanting a higher rate than ABSA , I cannot comment. Rather no comment than investigating and giving a straight answer. Not a good move. Sharon did take it up with them and is still awaiting a reply. I have never waited 2 days for a reply on a better interest rate, maybe times have changed since I last purchased a vehicle in August 2017. Personalised reg is a separate matter , it could have been done after the car was put in your name , this year or next year , would have made no difference. The issue here was not when it will happen but rather a lack of training or information supp**** by the sales executive, not even knowing that personalized plates are currently available but to make life easy for himself he told me I should know that they are closed and my wife is in the trade so she could have told me. The month end hiccup is a reality and the banks are under pressure , as well as dealers not really wanting to sign other clients on their floors at month end , they too are busy . Poor excuse, F+I Managers sit and sign deals off till late at night, because the dealership is committed to customer service and putting the client first. I am sorry that we have lost this sale , however I do know you are in good hands in the Provincial Group, and I do hope you enjoy your Astra , a good choice of car . Just got off the phone with Provincial motors and the deal they structured ended on the 30th of November with 40 000 trade assist, And believe it or not the vehicle is sold. So the time I wasted with your dealership cost me the deal. I am quite surprised that you find this kind of service normal as per your mail, I will gladly add this to my complaint on Hellopeter. Look Mr. Singleton, I have been in the customer service industry for more than a decade and to get such a no care reply from a Franchise Director is an insult to the GM brand. People do everything in their power to uphold their Brands and it is exactly because of this type of attitude that Corporate Companies are forced to leave the country. A Brand is more than a sign, It comes with great people and even greater responsibilities.