Worst experience ever

I purchased my BMW X1 from Gralin Auto in December 2021, I was back 3 days later to inform the salesman that my handbrake was not working as it should. He was supposed to call me on Monday the 20th. I never received any communication from the dealership (he will later say he messaged my boyfriend, he did not). I contacted them again on 30 December, this time it was the owner who said I must make a list of any faults and bring the car in on 4 January. The car went in, with my list of three faults. They had the car for 3 days when it was supposed to take a day, for the inconvenience the salesman said he will deliver the vehicle to me. The vehicle was delivered to me with a quarter tank of my petrol ridden out and only one of the faults fixed – the car was in for 3 days just for them to tension the handbrake, which still did not work because the actual shoes were damaged. Upon questioning the salesman, he told me I don’t understand how these things work and my boyfriend (who was assisting me as I am not entirely clued up on cars) and I must respect our elders. I was told that although the car was giving me a warning inside that the brake pads are overdue replacement that they have recently been replaced and are at “about 90%” the computer just has not been reset inside but they will get someone to do that. Something felt strange about this, and I had the brakes done myself, the brake pads were not at “about 90%” in fact they were starting to crumble, the discs and shoes were damaged. When speaking to the owner about the unprofessional and disappointing service I received for my first vehicle purchase especially since the place was recommended to me, he merely sent an email saying their mechanic inspected the vehicle thoroughly and found no problems and that they require me to have the vehicle professionally inspected prior to purchase and again by myself prior to delivery. So ladies, when purchasing a vehicle please take an overall with you and some tools since it is now your obligation to inspect your vehicle, even though you are under the impression you are purchasing from a reputable dealership.

The dealership’s “mechanic” is nowhere to be found on google but if you search hard enough you will find that he is a home based mechanic out of his garage in Lorraine and is not RMI accredited – beware of this if you have a warranty – the dealership tells you themselves of the VAT and RMI requirements of workshops to work on your vehicle but happily send it to their buddy working from a garage. This is the same guy that took off my tyres, brakes, etc to tension a handbrake but has the audacity to just want to reset the computer so the error goes away. He would have clearly seen the condition of my brakes but merely reset the computer – if I believed him something could have gone terribly wrong as I travel for work, I could have been stranded as a woman alone with no brakes or worse, get involved in an accident and hurt someone else and myself because Gralin Auto could not accept that all they needed to do was replace my brake pads and discs.

In hindsight, when excitedly going to the dealership on 15 December 2021 to sign for my vehicle and seeing the Finance lady look at her watch and sigh and reluctantly assist me with my paperwork because she was going to be late for her Christmas party, I should have walked out. This was only the start of the worst customer service I have ever received. The salesman blatantly lies to your face and helps you until you sign your documents, after that he does not care. No aftersales service, he says you don’t understand things, disrespects you and lies and when questioned says he is too busy. I was also told that the vehicle has a full-service history but I will receive it after purchase because of the POPI Act (Protection of Vehicle information? I don’t think so – although I was also told that I don’t understand the Act. Excuse me, sir, I have a law degree and the Act has nothing to do with vehicle information). When asking BMW, the last service with BMW was in 2016. What happened between then and now? Nobody knows, nothing in the service book! Very disappointed in the service received. I have now incurred expenses on a vehicle I believed to be in excellent condition because that is what they tell you. I would not recommend Gralin Auto, you will likely find problems on your vehicle or with the people working there and it’s just not worth it. The brakes are done and I feel safe in my vehicle now but I could not wait for the *********** dealership to take responsibility and I also cannot just leave it at that, others need to know about it and what they could possibly be in for if they go there. Especially us young ladies because apparently, we “don’t understand how these things work”.