unacceptable and ******** practise

I would like to express my dissatisfaction and unhappiness doing deals with the Ford Gezina (Pretoria) branch.

A week and half back, we looked at cars at Ford Gezina. We identified 2 cars we were interested in which were a Ford EcoSport & Opel Adam Jam 1.0T. We informed the sales consultant that we would like to trade in the Ford Kuga for these 2 cars: • 2015 Opel Adam 1.0T Jam 3 Doors • 2019 Ford Eco Sport Diesel The Sales Consultant told us that he knows the client personally who traded in the Opel Adam, so there should not be any issues. He said the car was not in an accident and that the car only had 136 000 km‘s on. He assisted us and started with the process on Monday the 9th of January 2023. We received the cars on Friday the 13th of January 2023 around 16:00/16:30. After we`ve been waiting for almost an hour and a half for assistance. Friday night I took the Opel books out of the car to see how the functions and radio works. Then I come across papers and invoices of the previous owner what has been left inside. On the paperwork, I saw a new engine was purchased for the Opel Adam. I noticed on the paperwork received from Ford that the engine numbers differ. I looked at the car disc and saw it did not correspond as well. I went to look for the engin number and saw the engine number doesn’t correspond with what’s on the car disc and financial papers, it corresponded to the delivery note of the new purchased engin. We were never informed that the Opel didn’t have its original engine any longer. The following morning (Saturday the 14th of January 2023), we phoned and WhatsApp the dealership and told them the engin number doesn’t correspond with the car disc and financial documents. I informed them that they mustn’t sell our Ford Kuga as we want to cancel the whole transaction because we are not interested in the Opel Adam anymore because we would never have purchased the car if we knew that the engine was replaced. The sales consultant rep**** on WhatsApp and said no problem we will sort it out on Monday the 16th of January 2023. I have also told them that they confirmed that the cars were serviced but the books weren’t stamped, and the kilometers are different than advertised. (136 585km as advertised but inside the car its 110 000km). After the discussion we had we did not drive the Opel Adam because we were not sure if it was a legit engine. If we would have been pulled over, and compare the VIN numbers, they might think we have ****** the car/engine. Monday morning the 16th of January 2023, we went to the dealership to return the Opel Adam and the Ford Eco Sport and cancel the entire transaction and get the Ford Kuga back. I showed the Pierre all the invoices and delivery notes I found in the Opel Adam and showed him the picture that I took of the new engin number. He told me they were not aware of this. He said he will investigate how this happened. We made it clear that we want to cancel the entire transaction and are not interested in the Opel Adam. Pierre said he will come back to us before close of business. My wife had to phone him several times during the day because he didn’t provide us with any updates. After the discussion we had with Pierre I saw there was a Suzuki swift 2021 1.2GL. We spoke to the finance lady, and she said we would try to assist us to refinance my wife’s Ford Kuga then I will take the Suzuki Swift. She said she will do her best to help us and start the process. She also said that they had done something like this previously and that she would try her best to help us. Later during the day of 16th January 2023, we didn’t hear anything from them. So, we gave them a phone call. Pierre wasn’t available at that time, so we spoke to the financial lady (Christine) who told us that Pierre instructed her to stop with the process on our cars. We were shocked to hear that. We eventually got hold of Pierre, he told us he is still busy investigating the matter and see how he will help us to get the paperwork sorted for the Opel Adam. We told him AGAIN we do not want the Opel Adam anymore; we want everything cancelled and our Ford Kuga returned to us. We tried to get hold of Heinie and left messages to phone us back, but nothing happened. Later that afternoon I phoned Pierre and told him we are not satisfied. I reiterated the fact that we want to cancel the whole transaction and that we want our Ford Kuga back. This morning, Monday the 17th of January 2023 we got hold of Heinie. We told him that we are going to give the Ford Eco Sport back as well and we are cancelling the whole transaction. He said that they will not cancel the transaction on their side because they believe that there is no wrongdoing on their side. I told him that we are cancelling the transactions and that we will take further legal action. He told my wife she is making emotional decisions which I feel is an insult and extremely unprofessional. He didn’t even meet us or call us to discuss this situation. He was extremely rude over the telephone. We have lost trust and confidence in Ford Gezina. I will not recommend anyone to go buy cars at this dealership.