CMH WATERFALL SHOCKING CUSTOMER SERVICE

Good Day

Not entirely sure where to start, I will try be as diplomatic as possible, I have tried to resolve this internally without having to go this route for over two months.. but now left with no choice:

I purchased a brand New Qashqai 1.2T VISIA end of April from your Waterfall Branch, trading in my 2015 VW POLO 1.2 T.SI in return as it was built into the deal.

There after refinancing my trade in and buying it back from CMH for my Fiancé being owned from New seemed a logical and financially.. a wise decision. Whilst trading her VW polo Vivo 2016 model.

Sounds great… win win for all parties, all walk away satisfied…….. nope not the case. We received the other end of the “shafted” stick.

Being the customer I am in my right to bring up these several concerning issues, the disappointing rather dissatisfactory service, received from Day 1.

The consumer protection act is in place for a reason.

I must emphasize the above parties Brad, Pammy and Lee from your Waterfall branch have assisted where they could and have been nothing short of exceptional.

They are to be commended for their help In our effort to resolve matters.

Synopsis of events QASHQAI Purchase:

· 30TH March visited the dealer ship.

Test drove the vehicle, completed a finance app and was advised that very same day that a full trade in for my Vehicle VW TSI was approved and we could conclude a deal.

Initially told by the salesman Mathew I could select the white or the Silver VISIA on the show room floor. My preference was a gun metal in color Qashqai. Was told they would need to get one from another dealership or from the warehouse.

· Week 14 finance was approved, however still trying to locate a gun Metal in color vehicle.

· My Partner had come across one at your Pinetown branch, she passed on my details to a Sales rep there whom contacted me but advised him that I was brokering a deal with CMH Waterfall

· Close of week 14, still battling to find a vehicle, advised CMH I will need to consider my options cannot wait any longer. Cmh requested by that Monday coming they should have something.

· Week 15 CMH found a vehicle, signed offer to purchase. Was told that it would be an additional 10k as it had mag wheels and there was a slight trim difference see attachment 1. Was happy to accept.

· Week 15 signed a new OTP. See 2nd attachment. Still waiting delivery.

· Week 16 Vehicle arrives I can take release, advised I would like to only take release on the 25th so I could start my 1st installment in June effectively missing May payment for a bit of financial rest bite.

· Week 17 was advised hubcaps fitted was the only difference on the vehicle. Requested to order Mag Rims, told they should cost 10k +- as per the 1st attachment I was under the impression it would arrive with Rims.

· Week 17 days before purchase, told Mag Rims would cost R29000 to be ordered and delivered. Massive concern days away from taking release. Never happy with this and constantly requested to make arrangement for Rims even if it would be taken of a 2nd hand vehicle on their used floor. Was told by Sales that they would look at what they could do.

· Took release hoping same would be rectified and a deal for Mag Rims would still come through.

· Please take note of the screen grab below fyr, at time of researching the vehicle to date this is pulled of the website of the Waterfall branch. Still questioned this at time at first visit…. might want to look into updating the correct info, extremely misleading to the public. .

Now carrying over into the purchase of the VW 1.2 TSI, that I re bought from the dealership.

Synopsis of Event’s VW 1.2 TSI Purchase.

· Week 18, we decided to broker a deal for the trade in of Charlene Brancart (Fiancé) Vehicle the Polo Vivo to buy back the VW Tsi that was traded in for the buy of the Qashqai

· Had to Deposit a short fall of R8800, unable to get a full trade in for the Polo, which I agreed to do. I was getting R3800 back on my VW.TSI trade in. Got full trade in and with the delay on delivery of the Qashqai, original settlement over lapped and new settle amount was less R3800 which was to be paid to me, minus the shortfall on the R8800, 4K to pay into the POLO was sensible at the time.

· Week 18 4th to be exact. Charlene Brancart my Fiancé went to take release of the vehicle, only to find out Monthly Installment was set at R4114 ..not what we originally agreed on of R3984.

· Pammy the accountant who is copied in adviser’s Sales Mathew who brokered both Deals on my request the time. He had originally sent us the incorrect offer and Pammy the correct offer hence the difference.

· Was not happy to take release, Charlene whom was there to collect the vehicle was in the middle of a mess between the two parties decided to leave as she felt uncomfortable and embarrassed considering she was there to take release.

· With All due respect Pammy she did try to assist and was very much caught off guard as Charlene was.

· Decided to see Mathew that Saturday to voice my disappointment, and admitted openly that he apologized and would sort it out,. Come Back Monday and take release of the vehicle.

· In the same breath, he had managed to sort our Mag Rims with a customer of theirs Atlas S****. There was a brand New Qashqai Vehicle that had been written off and that he would get the rims on my behalf for all the trouble he had caused. Thought at the time this was a swell gesture, But was wrong,

· Week 19 Charlene returned to CMH to take collection and was told by Pammy no change on the Installment that Mathew had spoken to us and his apology was granted and thought that was the close of the matter.

· Not what we agreed on, I was utterly disappointed with how things were turning out, and voiced my opinion to Pammy, again I am sure Pammy was left embarrassed. Charlene was left again in a position between the dealership and hard place. I was arguably very angry and said to Charlene just sign the agreement and leave will work it out between us later.

· To pay an additional R200 on an instalment seems minimal but when you don’t budget for such things and your pocket has been stretched as far as possible leaves a real gap in the finances.

· Same week 19, Charlene goes through a road block and picks up a R1500.00 fine for having an expired Registration Disc. CMH had not RENEWED the License disc on the VW TSI. Expired end of March 2018. Dealership where aware that I was trading the vehicle at the time with the disc expired having the 21 days allowance to renew after expiry that this would be their costs to update since I was trading in the same.

· Fine reported at time of receipt, and again Charlene had to drop off the fine with CMH to settle the same. Disagreement between the Sales team caused an uncomfortable position for Charlene who has now refused to have anything to do with the dealership. SEE final attachment still pending going over two months, no progress.

Mathew whom originally brokered both Deal on our behalf has since left the dealership, end of May.

During his employment at CMH Waterfall he constantly assure me that he arranged Mag Rims for and on his final day the 31st of May phoned me to tell me that the rims will be delivered to HI Q in PineTown that Saturday the 2nd of June to which he said don’t make any plans and to meet at HI Q for the fitting of the Mags.

Really not concerned Whether this was a gentlemen’s agreement or not the way I see it was that he was employed by CMH leading me on, for the constant c#ck ups he caused us both.

CMH broke all reason for the very reason of the protection act in place for the protection of the consumer

CMH DID NOT Promote fair business practices.

CMH DID NOT reduce any disadvantages when accessing services and goods.

CMH DID NOT improve MY awareness and encourage responsible and informed consumerism.

CMH DID NOT protect MYSELF from ********** conduct and unfair, unjust and improper trade practices.

I have since roped Bradley in from CMH waterfall who was Mathews Senior at time of Purchase. He has been dealing with Mathew since his resignation having spoken to him last on the 27th of June this month.

He has also been advised by Mathew that he was still sorting out my MAGS after he would not take my Phone Calls or answer my TEXTS, however Bradley has been able to phone him and text him with no problem other than the odd occasion

My intention was to get Bradley to understand my situation and all the above had now hanged on Mathew coming through on his promise whilst employed at CMH for all the **** he had put us through and still continuing to do so.

And I am certain it was not his intention but one thing lead to another, to another to a colossal mess.

Bradley after all his efforts to resolve the matter on my behalf has failed and has too been lead to empty promises to much of the last two months, as I have.

I only have massive respect for Bradley who has been a real champion to no fault of his has own gone out of his way even after hours to help me. Thank you Bradley for your efforts.

This is longest mail I have had to put together but living across the road from the dealership I have to leave my driveway and it smacks me bang in the face every day. I have never owned a Nissan and was reluctant to go this route but driving past it every day I thought what the heck lets have a look. Now I sit with a vehicle that I regret owning because of the sour taste left in my mouth. We both left so disappointed.

Not even sure what to expect as my disappointment has led to such anger and rage that I constantly think of the events over the last few months.

Disappointed with CMH, I can not stress the above any further, now exhausted and mentally drained from this whole ordeal I have so much on my plate as it is, this has been unnecessary and a very unpleasant memory that I now have to live and drive!