Misfortune of dealing with Imperial Ford

Item: Imperial Ford And Mazda
Rating: 1
Author: furiousniv F

Being a first time car buyer can be stressful, especially when its part of your employment contract to purchase a vehicle. Dealing with an incomoetent dealership can turn into your worst nightmare. The below is an email from myself, sent on behalf of the buyer as she could not take the stress of having to deal with Iperial Ford Bloemfontein.(slightly edited the private information for security purposes) Hi Derik, Please take the below email and all attachments as a formal complaint against Imperial Ford. On Friday the 3rd of June Miss N O forwarded a message to myself to seek help with finding a suitable vehicle for herself as it is now a job requirement for her and she will be receiving and allowance for this. She had found a black Toyota Auris 2.0D4D RS for sale on the morning of the 4th of June at the above mentioned dealership and had asked me to enquire if I found it to be a suitable buy for her. I had called the dealership on Saturday the 4th of June and requested an application for finance from a salesperson by the name of Dawie. He then forwarded all necessary documents to myself the same day. I had completed the necessary forms on Saturday and forwarded them through to a Dawie via email and Whatsapp. In the emails attached you will find the trail of emails between myself and Jan and Dawie as Jan and i communicated via my work email and Dawie and I mostly on Whatsapp. I had waited for quite a while on Monday morning after being told that I would have feedback at 9am and me messaging Dawie all morning for feedback, as they insisted that it was sent. Jan had misspelt my email address and later resent the documents to my correct email address as you will see in the email attached. Jan had questioned if we could go ahead with the deal with a deposit of R13000 as requested by WesBank for a 60 month term, I had given Jan the go ahead and received a new podium shortly after. I was told this was the only option the buyer had to obtain the vehicle and that no other terms were acceptable. On The 6th of June, Jan had advised that there will be a deposit needed due to the age of the vehicle and that Nikole’s additional income from her car allowance cannot be considered by WesBank. Through the course of the week, Jan and I were corresponding via email as you will find attached. I had asked for amendments to be made and for certain unnecessary extra’s to be removed so that the buyer can have a final idea of what is required for her to obtain the car. Please also note that I was keeping Dawie updated throughout the course of each day of the week via WhatsApp and phone calls. On the 8th of June Jan requested 3 months bank statements from the buyer who was on sick leave at the time and was not able to obtain the documents immediately. I had asked that Jan request this on behalf of the buyer as this was done previously for her by a dealership. In the meantime while the buyer was outstanding bank statements I then queried the warranty offered to us by the dealership. The buyer requested and paid for bank statements telephonically on Thursday the 9th of June. I had submitted the bank statements to Jan and was then asked for them to be stamped. I advised Jan that we will obtain the requested documents as soon as possible. On Monday the 13th of June I had sent a copy of stamped bank statements to Jan and Dawie as soon as the bank was back online. On Tuesday the 14th of June Jan had presented a “Final Approval” to the buyer. I had queried the warranty added as it was not very comprehensive and Jan rep**** that no amendments can be made as WesBank would not allow it and that we had until 3pm to give the go ahead on the deal. I had asked for an extension until 5pm as I would only be able to contact the buyer by 4:30pm that day. Later on Jan did confirm that he was able to change the warranty to a preferred warranty of mine which was strange as he insisted that it was not possible and that negotiations are concluded. On the same Tuesday the buyer and I phoned WesBank to confirm the reason for the deposit being necessary and for the term of 60 months not being allowed as Jan had now stated that all negotiations were concluded while I was querying further information and Jan asking pushing me to have the deposit available. I had already confirmed that I had the deposit within the first 24 hours of contacting the dealership. WesBank confirmed telephonically that Jan had not submitted the document confirming that the buyer will be earning an additional income. This then worried the buyer and I and we were then advised by the WesBank agent to do the application correctly on the website on behalf of the dealer. The application was approved immediately for a term of 60 months and 0 deposit required. This was great news for Nikole, I had then informed Dawie that Wesbank require certain documents to approve the deal and I had forwarded these to Dawie again for his convenience. I fail to understand why the deal presented to us by Jan was completely different to the terms approved by WesBank and why Jan had insisted that he could no longer make any amendments to the deal and later on change the warranty. It really made me doubt the integrity of the dealership. Jan seemed to be the direct cause for the delay in our application and the buyer losing out on the deal. The the client should have the right to protect herself by going ahead with the deal from Wesbank directly and not the offer presented by Jan, the deal put forward by the Imperial Ford employee was in no way similar to the WesBank direct deal and in no way better for anybody looking to purchase a vehicle. It makes wonder how many customers could have saved themselves from unnecessary debt caused by deals like this. On Wednesday the buyer and I contacted Dawie numerous times as well as WesBank. Wesbank advised that the deal approval is now up to the FNI(Jan) at the dealer so we left them to it. Dawie promised to provide us with feedback and told us that we will have the vehicle soon as I asked Dawie to go ahead with the deal and arrange delivery of the vehicle. I did not make contact with anyone from the dealership on Thursday as it was a public holiday and trusted that all will be well. I only thanked Dawie for his patience and manner in which he dealt with Nikole and I. This morning at 8am I had messaged Dawie on WhatsApp and had not heard from him by 1pm. I had then seen that he had blocked myself from messaging him. I then sent an sms as I was unable to get hold of him when calling. I had also been on the website and seen that the car was sold and was worried to see this as I had not received any feedback. I contacted the dealership as the buyer was in a panic seeing the car being sold without any feedback from the dealership and with Dawie now blocking me from messaging him. I then called the dealership for the buyer and there was nobody that could assist me and I was promised a call back by the customer relation manager by 3pm. Dawie was the type to always answer his phone even when busy with clients and always answer to messages within a minute. I am absolutely disgusted by the fact that after being promised the car, the buyer and I were left in the dark and blocked from contact after being promised a deal. I certainly hope that they do not pride themselves on service as it is appalling. Thus concludes my email sent to Wesbank Area Manager as requested. Slightly amended for the emails are not attached here and for a better understanding. The buyer then contacted the delaership to ask what was going on with her deal and was told that the car will be delivered on Monday, this information was given to her by the dealership as they had though she was the person who the dealer actually sold the car to. The client relationship manager(Fanie) from Imperial Ford was contacted and provided me with a call later on the Friday. He had mentioned to me that the car was sold to somebody else and rightfully so. I mentioned all of the above to him and he promised me feedback by the following Monday. It is now more than 3 weeks later and we have had no feedback whatsoever. We were also promised by the Head department of Iperial select that the dealership will be forced to provide us with the car or a similar deal, nothing came of this either.

Helpful (0)

Replies (0)