Sale process went wrong. Still no feedback received from Michael Glassberg or Pieter Claassen

Item: Imperial Ford And Mazda
Rating: 1
Author: Jason M

This complaint of poor service needed to be posted awhile ago. The reason for making writing this post is to make people aware of this experience I had with Imperial Ford Cape Town, the vehicle dealership in Culemborg. On a Wednesday the 29th October 2014, I saw an add online to purchase a Jeep Patriot. That day, I called the sales lady whom posted the ad online. Her was Patricia in the used car sales department. Upon my enquiry of the Jeep that was for sale, she mentioned that the car has been sold and that the ad will be removed. I said thank you very much and we ended the call as one does. A few days later on the Friday morning the 31st October 2014, Patricia called me on my mobile. She said that the Jeep is still available. The current cash sale did not go through and that it is my lucky day. In her words, "it must be meant for you". Is said perfect, I will be there within a few minutes as I work in the CBD. Arrived at the dealership and met with Patricia, we test drove the Jeep, all went well as a good test drive should go. Inspected the car and I was happy. Patricia and I concluded the deal and I signed the paperwork which is the OTP document. (Offer To Purchase). This is the paperwork that every car dealership tries to get a purchaser to sign to secure the car so that it does not get sold by any other sales person on the sales floor. I was also introduced to the Used Vehicle Sales Manager, Richard Jacobs upon signing the deal. In addition I needed to provide Patricia the necessary supporting documentation. Copy of ID, proof of residence, bank statements etc for the finance process. With the short notice of the Jeep being available, I obviously did not have the paperwork ready when I visited the dealership. Patricia, Richard and I agreed that I can send the supporting documents over the weekend to the finance department. I received her details and we agreed all is in order. Then I left. Sa****ay the 1st November, I sent all my paperwork required to the finance department on email. All still good at this point. On the Monday morning of the 3rd of November, I drove my vehicle wish I was trading into the dealership into town for work. I called Jaunita in the finance department that morning whom confirmed she has received my paperwork and has processed with the banks. The sales process was going ahead as per normal. I then spoke with Patricia after to say I am coming to the dealership to trade in my old car which was part of the OTP purchase. The trade in. Patricia then proceeded to say that the car was sold over the weekend. I said it cannot be, as I signed the OTP. This is the document required to be signed whereby the sales person and dealer managers recommends that clients are required to sign upfront to place a hold on the car for the sales process to conclude. I went immediately to the dealership and met with Patricia, I demanded to speak to Richard Jacobs the used vehicle manager. He was not available. I requested to speek to the Dealer Principle, Pieter Claasen, he was not available either. The Jeep was still on the floor at that time and I was not able to get any feedback at that time. In my disgust I left the dealership and went back to the office as I could not speak to anyone of authority at the dealer. I tried calling Richard Jacobs during the day and Pieter Claasen with no return calls received after I have left multiple message. This went on for the most of the morning into the afternoon. I then managed to get hold of the Automotive division head which was Michael Glassberg, in Germiston. Explain the situation to him and he said that he would get back to me. I then left it in his hands. Still no return call. A few days goes past. No feedback. I then called Michael Glassberg again, he took my call and was disgusted that nobody has contacted me and he said he will get on it and get back to me and that Pieter Claasen will return my call. I waited and waited as one does. Still no call back. This just shows the level of customer service and the shocking experience that one can have when dealing with the Imperial Group. Still up untill today I not received a single call back from Michael, nor Pieter, nor Richard or the sales person Patricia to apologise formally for the sale that went wrong. I had to be the one that had to call in to find out what is happening. I later then just stopped as nobody "bothered". This seemed to the be general attituded as the message was clear with not receiving a call back or a mail. I hope nobody will experience this level of shocking customer service in the future. I hope someone learns something out of this complaint and that it keeps dealerships honest in their process and value customers. Jason Marais

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