Nightmare Service from GROUP 1 AUTO

My name is Duran Krummeck and I am writing to express my deep frustration and disappointment with the service I have received at the BAIC Dealership owned by Group 1 Auto, particularly the Stellenbosch and Strand branches.

I purchased a brand new BAIC X55 from the dealership in the second week of August 2023, and I have encountered a series of issues since. Starting with the registration of my vehicle that have left us in a difficult and ******* situation.

Initially, I dealt with Jaco and Sharief during the purchase process. Three weeks later, my temporary license had naturally expired, and I reached out to the dealership to inquire about the status of my vehicle registration. Jaco assured me that they were addressing the matter, but I did not receive any updates for the next 10 days. To my surprise, when I contacted him again, I was informed that he had left the dealership.

I then contacted Sharief, hoping for a resolution. He also promised to look into the matter and assured me that the issue would be resolved promptly. However, another 10 days passed with no progress, and I was informed that Sharief had also left the dealership. This lack of continuity and communication was concerning.

Desperate for answers and assistance, I reached out to Ferdi, the new manager at the Strand branch. While he acknowledged my situation, I received a message back from him, which, to my dismay, did not include any apology for the inconvenience I had endured. In his message, Ferdi stated that my vehicle would need to be re-roadworthy, and I would have to come to the branch in Cape Town, even though he was aware that I reside in Umhlanga. This raised the question of why I was charged for vehicle registration if it could not be completed from the beginning. When I raised this concern, Ferdi blocked me on WhatsApp.

Following this incident, my I attempted to reach out to Ferdi through another phone number, and his response was not only unhelpful but also disrespectful. He conveyed that they were unable to assist with the registration of my vehicle and abruptly ended the call because, in his opinion, I was speaking in a raised tone of voice (rightfully so in my opinion?)

Subsequently, I have not been able to communicate with Ferdi directly, and he only interacts with my mother who I purchased the car for (who has no idea what is going on).

I want to emphasise the severe frustration and inconvenience this situation has caused me. It was over 3 months since the purchase of the vehicle, and I was driving an unregistered and ******* car. This situation is not only unacceptable, but it put me in a precarious position.

Additionally, following the arduous process of re-roadworthying the vehicle and personally undertaking the licensing process as advised by the dealership, I regret to inform you that the troubles with the vehicle have persisted. Soon after the vehicle was finally registered and been through roadworthy again by us (no assistance from the dealership), in early November, it began exhibiting concerning mechanical issues. The gearbox warning light illuminated, and the vehicle became undrivable. Subsequently, I sought assistance from an Audi dealership in Umhlanga, which services BAIC cars. Regrettably, this ordeal led to the car being out of commission for four days while they attempted repairs. Although the initial fix was implemented, within a week, the same issue reoccurred. I returned the vehicle to the dealership for further diagnosis, where they replaced the control arm unit the previous week. However, they were unable to pinpoint the cause of the recurring problem. Consequently, the vehicle remains non-operational, contributing to my persistent frustration since the initial purchase. We now have no car to drive again.

Given the continual challenges I have faced since acquiring this vehicle, I have come to the decision that I no longer wish to retain ownership. I earnestly request the dealership's assistance in accepting the return of the car. The car's consistent issues, coupled with the extremely disappointing service experience provided by Group 1 Auto, have led me to this conclusion.

Therefore, with Group 1 Auto still ignoring all my calls and emails, I kindly implore BAIC South Africa, to facilitate the return of the vehicle. I am no longer willing to endure the ongoing hassle and mechanical uncer*****ies associated with this car. I respectfully ask for the vehicle to be accepted back, and for the necessary arrangements to be made to settle the MFC Finance agreement accordingly, thus concluding our association.

Thank you for your attention to this matter. Your prompt action and assistance in facilitating the return of the vehicle and resolving the financial aspect will be greatly appreciated.

Sincerely, Duran