FAULTY CAR
<p>I bought a Ford fiesta 2013 model with Imperial Select Northcliff on 3 December 2016. All went well I was promised a service plan for 100 000km and 120 000km since I bought it at 96 000 km. Which I was later told it has expired with Ford and they couldn't help me. I had to service the vehicle at 100 000 km myself. Late December 2016 I noticed problems with the vehicle, sent it in to imperial and they identified the brake pads and shock ends were faulty... Claiming an inspection report came back saying, " Our Workshop manager did inspect the vehicle and he picked up that there is evidence underneath the car that suggests that the driver may have hit something or sc****d a pothole/speedbump or pavement which was not there when the multi point inspection was done.Which is why you are hearing the current noise.The tie-rod ends are in a good condition, what you are hearing is a shock-top mounting that could be faulty."<br /> They fixed the brake pads covered by the bumper to bumper sa warranty cover, which I have through imperial. The noise was still there so I took it to Bosch for second opinion as I did not trust their outcome. Bosch in Diepkloof is approved by SA warranties. When they checked the vehicle they noticed the brake pad discs, wheel bearings, hubs, rod ends and rack ends were faulty and needed to be replaced. I mean these parts are worn out, there is no way in less than two months all these are faulty if imperial had fixed these as they claim an inspection was done. I mean where is the transparency as a company?<br /> <br />Less than 2 months and already the vehicle has all these faulty parts. I now have to pay R14 000.00 of which SA Warranties only pays R5000.00. All these costs which I can not afford. I am really disappointed. The reason I bought it straight at imperial and noy at an individual was that I was avoiding all these costs and needed transparency.... But here I am still. Really stressed and disappointed. I need to get refunded for all these costs and I want my car fully repaired especially parts that are long worn out.</p>
Your complaint has been forwarded to the Dealer Principal and Pre-Owned Manager to assist with resolving this.
Please accept our apologies for what has transpired.
Kind regards
Rennette Crock
National Customer Care Manager
Imperial Select - AMH Multifranchise ( www.imperialselect.co.za )
***
Your complaint has been forwarded to the Dealer Principal and Pre-Owned Manager to assist with resolving this.
Please accept our apologies for what has transpired.
Kind regards
Rennette Crock
National Customer Care Manager
Imperial Select - AMH Multifranchise ( www.imperialselect.co.za )
***
To whom it may conern..
This matter was not resolved. I took my car back to Imperial northcliff workshop for another inspection. JohanFritz who works at the imperial northcliff workshop gave back a report that there was no evidence of any pothole nor damages on wheels like the email i recieved previously. I personally viewed the vehicle as they were inspection and also saw nothing under that suggests the vehicle had damages resulting to shock mountings as per the feed back from Sales person Lebo.
I showed Donovan Johnstone the recent report of the vehicle from the worksop as well as the quotation of what i personally had repaired on my vehicle because of their negligence. 2 weeks later after sending him an email requeting for feedback Donovans repsponse was :
"Hi Kitso.
As discussed I cannot get the necessary authorisation for payment as the work was not authorised through us before you had the repairs done.
They are not willing to assist as the dealership never gave permission for the repairs to be done at the prices they were."
"The dealership should have been presented the quotation before you proceeded with the repairs.
You had done the work already and then expect the dealership to pay but the vehicle passed the RWC test and the 101 point inspection with no fault?
We need to be fair to both the customer and the dealership and cannot just pay any invoice brought forward.
We will contribute R2000 towards the repair bill in settlement."
I am yet again disappointed by this. It was not my fault from the beginning that the wheel bearings were worn off, which was still not properly diagnosed by imperial. Instead i recieved a falsefully diagnosed problem which has no substantial evidence. Now i am being told the dealership did not authorise all the repairs? How were they going to authorise it if they insisted the problem was the shock mountings which was done by the driver? What do they expect i must have done after i got the proper diagnoses? In the mist of all these up and downs how was i supposed to go to work having paid an installment for the vehicle i cannot use as it was risky? I am in disbelief honestly.
To whom it may conern..
This matter was not resolved. I took my car back to Imperial northcliff workshop for another inspection. JohanFritz who works at the imperial northcliff workshop gave back a report that there was no evidence of any pothole nor damages on wheels like the email i recieved previously. I personally viewed the vehicle as they were inspection and also saw nothing under that suggests the vehicle had damages resulting to shock mountings as per the feed back from Sales person Lebo.
I showed Donovan Johnstone the recent report of the vehicle from the worksop as well as the quotation of what i personally had repaired on my vehicle because of their negligence. 2 weeks later after sending him an email requeting for feedback Donovans repsponse was :
"Hi Kitso.
As discussed I cannot get the necessary authorisation for payment as the work was not authorised through us before you had the repairs done.
They are not willing to assist as the dealership never gave permission for the repairs to be done at the prices they were."
"The dealership should have been presented the quotation before you proceeded with the repairs.
You had done the work already and then expect the dealership to pay but the vehicle passed the RWC test and the 101 point inspection with no fault?
We need to be fair to both the customer and the dealership and cannot just pay any invoice brought forward.
We will contribute R2000 towards the repair bill in settlement."
I am yet again disappointed by this. It was not my fault from the beginning that the wheel bearings were worn off, which was still not properly diagnosed by imperial. Instead i recieved a falsefully diagnosed problem which has no substantial evidence. Now i am being told the dealership did not authorise all the repairs? How were they going to authorise it if they insisted the problem was the shock mountings which was done by the driver? What do they expect i must have done after i got the proper diagnoses? In the mist of all these up and downs how was i supposed to go to work having paid an installment for the vehicle i cannot use as it was risky? I am in disbelief honestly.
An agreement was reached. Imperial will not be held accountable as they did not approve for the repairs, as the standard procedure. We have in turn made a mutual agreement as the MIOSA has ruled a fair verdict between the two parties.
An agreement was reached. Imperial will not be held accountable as they did not approve for the repairs, as the standard procedure. We have in turn made a mutual agreement as the MIOSA has ruled a fair verdict between the two parties.
Thank you for updating us on this matter. I hope the agreement reached is one that you are happy with
Kind Regards
Mike Dovey
Thank you for updating us on this matter. I hope the agreement reached is one that you are happy with
Kind Regards
Mike Dovey