THE WORSE MOST SADDEST MOST HUMILIATING EXPERIENCE EVER WITH HATFIELD NORTHCLIFF!.

1. Did you receive a call from a sales executive? Yes I did thank you. 2. Did you receive a quotation on the vehicle you enquired about? Yes thanks. 3. Have you completed a finance application? Yes I did but I am very much Unhappy with the service received from this dealership from the start, my VW Polo GT which I bought through this dealership Jan 2019 was towed to the dealership on the 23/12/2019 which I advised the dealership a 3rd party has reversed into me at a shopping centre 2 weeks ago and 2 weeks later the car decided to not co-operate vehicle has been at Hatfield Northcliff for a whole month and a half ever since Service Department gave me the run around whereby they told me there seems to be nothing wrong with the engine on their side how ever they will have to wait until the engineers opens on the 6/1/2020.Come the 6th technician Mulisa failed to call me on this day I then called him for an update he then told me its either the head gasket that would need to be replaced or the entire engine but cant really tell as yet they waiting on the engineers to come through, I then requested for a courtesy car but was told there is a 2 weeks waiting period and there are no courtesy cars available and that cannot be requested from other dealerships hence each dealer works on their own as per DP really needed a courtesy car as I am a Senior Sales Consultant for FNB and does a lot of traveling to see clients etc. because of no vehicle I was unable to perform any of my work duties, again followed up with the technician on the 8/1/2020 he then told me engineers will come through on the 13/1/2020 as he has been in contact with them however he has just opened the top part of the engine without my authority! but I guess one has to open up to try and find the problem he then told me his manager instructed him not to strip further he should wait for the engineers to come through. the 13th came no call from him has he had promised me he would update me every step of the way but none I had to call numerous times through to the dealership and kept hearing different stories I know back in 2012 when I bought my Polo Vivo through this dealership the service team was great the technician would update you throughout the process!. This very same day 13/1/2020 my manager asked what is happening why am I still without a vehicle and then got a verbal warning which she advised if I am serious about my job I will need to make a plan before I will be without one, I became stressed and desperate called Emmanuel the sales executive who had helped me with my Polo GT asked him if he can help me with a trade in instead same time I did and application on line through staff finance and got approved I then send the necessary documentation(see attached for ease of reference), evaluation was done on my GT hence it was still parked off at the workshop and was advised 205K they are offering for my vehicle, settlement was drawn from the Finance house and I was advise there is a shortfall however I have advised that I will put down 20k deposit for the new deal a whole lot of quotes was done as he was trying to make sure equity is in line however the final quote showed less 5k deposit and also didn’t show the 205K trade in amount not sure why. I then asked Emmanuel why does it show less 5k in stead of 20k he then told me it is part of the loading I then said ok. The quote was then forwarded of to the finance house VW Financial Services Wesbank for further validations, the lady Zipho then send me the approved quote as well as through to the dealership Emmanuel called me advising their invoice department are requesting 20k deposit before I can get the vehicle I then called Zipho and ask but why would it show 5k less deposit and not 20k as per agreement with the dealership, with my understanding if it’s less 5k deposit I owe the dealership 5k only the difference of 15K is already included into the whole finance amount which the finance house would then pay the dealership in order to proceed. I then told Emmanuel the lady responsible for damages needs proof of the 20k deposit which she needs to pay over to me so that I can pay it over the dealership for the new vehicle.

Emmanuel then said he can work out a new deal Polo tsi 1.0 Trendline with no deposit and that I can come through and collect the new vehicle once contract has been signed which I did online he was very much helpful throughout the process he ensured that I got the vehicle just so that my job is secured which was on the 16/1/2020 and Finance house paid the dealership on the 17/1/2020 R316799.98 see attached contract and POP.

17/1/2020 The afternoon technician tried calling me but my phone was off, his voice mail said that the engineers has come through and inspected the car and a whole new engine would need to be installed.

21/1/2020 Emmanuel called me advising me they have received the repair quote attached R118644.15 from the service department and warranty does not want to cover and that they were under the impression it will. He then advised me to come through to the dealership so that we can talk I then went and was told master car will not accept the car and that Hatfield Northcliff cannot cover the cost don’t understand why approve me then on a new deal why finalize everything, also you can’t tell me you losing you gaining 118644.15 – 316799.98 = 198155.83, I am 100% sure it wont even cost that much for the dealership to fix the vehicle and can sell it for a good price!, Emmanuel and Gift tried what they could after 3 and half hours spent at the dealership only to be told that the new car needs to be handed back and booked back into stock and the whole deal would need to be reversed but I have signed the contract already which this dealership has breached!. I begged and pleaded to these guys to please not let me be without a car my week has been planned already with clients this will cost me my job and bread taken out of my family’s mouth should I need to tell my manager that the vehicle has been given back but hey there was nothing they could do for me I mean common on I am your client there is something you could have done for me I mean that’s how you let your customers come back that’s how you build good relationships with them and when you do they would recommend a whole lot of other people to purchase through your dealership but nah to good to be true ‘ GOOD AND QUICK TO SELL YOU A PRODUCT ONCE ITS BEEN SOLD TO YOU THEY HAVE YOUR MONEY AND THAT’S IT DON’T CARE ABOUT YOU THEREAFTER YOU ON YOUR OWN! , I had to make phone calls to my insurance to remove the vehicle and refund my monies, I had to call tracker to remove as well and refund monies due to me I had to call my clients and rescheduled my appointments, so so much I had to do in one day because of Hatfield Northcliff in competence.

22/1/2020 Called the service department and advise that I would need my vehicle to be released as I have arranged for it to be towed paid R650.00, However Mulisa advised that they will not release my vehicle until I pay R4500.00 I then asked him but why its not like you guys fixed anything nor did I sign any paper work instructing them to strip and fix he then advised they were supposed to charge me R10500 so they doing me a favour, well I then paid it eventually just so that my vehicle can be removed from this pathetic dealership who I had so much trust and faith in!.

I am unable to do anything now because my credit profile shows I am paying for two vehicle’s instead of one and I am in no possession of the new vehicle who I had given back to the dealer on the 21/1/2020 as per their instruction and as per VW finance customer care I was told the new vehicle shows on my profile and 1st instalment will run on the 20/2/2020 how the hell! can I pay for something I don’t have and worse of it all my POLO GT has been settled and close as per confirmation from VW finance customer as well This is *****! and this I will bring to the Ombudsman’s attention as well and post it on all social media platforms because this is totally wrong you don’t do this to clients!.

THIS HAS BEEN THE WORSE MOST SADDEST MOST HUMILIATING EXPERIENCE EVER WITH HATFIELD NORTHCLIFF!.