Horrible Service I received from CMH Kempster Ford Hatfield

I received delivery of the vehicle on the 21th of May 2019. Two weeks after I had received delivery of the vehicle, the vehicle was picked up by their sales person, who had initially came to pick up the car with the intention of fixing the smash and grab, attach the ford fiesta and eco boost logo on the boot of the vehicle which was missing as the boot was taken for repairs as the previous owner of the vehicle had hit the gate whilst reversing the car out of their home ( that was what I was told by the sales person when I had inquired why the logos were missing) and apply licence disc on the vehicle.

After she had picked up the car from me she noticed that the car wasn't performing as it was supposed to, then she had booked the vehicle into their workshop to inspect the car. They found that there was an issue with the petrol pump and that it needed replacement.

I then received the car back three weeks later after the petrol pump was replaced. During that time whilst the car was being repaired I was given a courtesy car to get to and from work so I had no issues as I had transport to get to work.

Two weeks after I had taken delivery of the vehicle after the petrol pump was replaced, the vehicle's engine warning light went on. I then immediately took the car in to Ford CMH for inspection as to what the problem was. They found that the converter pump needed to be replaced. Tyrone Cotty (The used car manager) then said that it could just be a system malfunction due to the petrol pump that was replaced. He suggested that I should book for a service date so that the vehicle could be serviced.

The service date was then set for the 19th of August 2019. On that date the technician who was working on the vehicle did indeed find that the converter pump needed to be replaced. I was then told by the service adviser on that day that they had ordered the parts and will claim from the warranty then they'll give me a call with a booking for the vehicle to be repaired. Only thing that was repaired were the head lights of the vehicle as I had to drive using brights at night ever since I had taken delivery of the vehicle.

On the night of the 30th of August 2019 the car eventually broke down after I had traveled to Johannesburg to visit friends. The vehicle would not start after I had turned on the ignition. It lost power. I then called the Ford Protect AA number for towing services. The AA could not help me as they said the service had expired on April 2019 on the vehicle. I then had to call my insurance for assistance. My insurance sent in tower services and storage of the car until Monday, 2nd of September 2019 to deliver the car to the nearest dealership for inspection.

Then next morning I made contact with Tyrone who was not of assistance at all to my problem. I made contact asking him what I should do and ask him to provide me with a courtesy car which would allow me to get to work.

The car was then sent to Ford Constantia dealership on Monday 2nd September 2019 and they have a 48 hour waiting policy for towed in vehicles. The car was only allocated to a service adviser on Wednesday 4th September 2019. After inspection of the vehicle they found a fault in the electrical wiring of the car which was caused by the replacement of the petrol pump. They said that the warranty will not cover for the fault as this was not a mechanical fault.

Out of frustration of the poor service/lack of service I received from Tyrone, I made contact with the dealer principle, Ralf Norjie with my issue. The dealer principle still hasn't returned back to me with a solution to this problem. I've even called him again this morning and he asked me if Tyrone hasn't called me yet and that he will call me back, he sounded very irritated with me.

Hours later I called the dealer principle again and he made me speak to Tyrone Cotty. Who was very rude over the phone (he even hung up the phone whilst I was talking to him) I called asking him to provide me with a courtesy car whilst my vehicle was at Ford Constantia. His reply to me what that "He's not in the business of providing courtesy cars, if he provides one with a courtesy car he's just being nice" And when I had asked him about my car being fixed his response was "Get your car to our workshop and my guys will have it fixed for you" He said all this knowing very well my car is at Ford Constantia Johannesburg currently broken down. So how does he expect me to get my car all the way to Pretoria?

Action Ford in Constantia is willing to get my car fixed if Ford CMH can be liable for the invoice as the warranty will not cover for this job.

I've had to use the Gautrain to get back home on Sunday from Johannesburg. Then use Taxify to get home and to work (I've spent over a R1000 just in one week).

I'm very disappointed at CMH Kempster Ford Hatfield.