Poor service at Jaguar Landrover Westrand

I would like to complain about Lebone’s service.

I was in the process of purchasing a used Jaguar E-Pace R-Dynamic HSE. After months of queries being asked and answered I decided to purchased the vehicle. I was referred to Claudine for financing. I shared my details with her but in the end I was able to obtain a better rate from my bank directly. Once I received the approval from my bank I forwarded the e-mail to Claudine and Lebone. My bank requested an invoice so they can process the application. Lebone sent me a WhatsApp saying she could not process anything until I paid the R340k deposit.

I didn't understand why a deposit was being demanded before I had received any formal documentation from the dealership. Especially when I was informed that 1) the 165 check still needed to be completed and 2) vehicle needed to be cleaned. My problem with this is if I make the deposit now and there is a delay in the process for whatever reason, I've essentially already paid for the vehicle before it has been delivered to me. I'm an accountant by profession and I have never seen a scenario where a customer needs to pay a deposit before an invoice is issued. Which doesn't make any sense to me and honestly makes me uneasy about the whole process.

Also you have various parties involved that need to make payment for the car, me and the bank and I have sent you a list required by the bank. Surely sharing as much information is in the best interest of the dealership to ensure that the process runs smoothly? So instead of demands for an immediate deposit, perhaps share and communicate the process with the client? The process left me feeling like you wanted me to prove that I have the funds before you start processing the sale, which left me feeling insulted.

Subsequently Thabo sent an OTP because everytime I asked Lebone and Claudine for clarity on the process, they would demand I pay the deposit.

Upon reflection, if this is the service I am getting when I am about to buy the vehicle, I can't imagine what would happen if there is an issue with the car and I need help from the dealership.

A touch of professionalism and a simple call to explain the process and to understand my concerns would have gone a long way. I'm friendly and Black, yes, but don't take it for granted that I am still a client and expect to be treated as such. I bring this up because I highly doubt that any respected client would be treated this way, please be cognizant of this. The cars you sell are expensive but that isn't an issue if the service you provide is up to standard and in this case the service was sub-par.

The WhatsApp exchanges when I mentioned this to Lebone were unacceptable, telling me about her triggers, which I do not care for. Her messages were rude and simply unprofessional.

Anyway based on all this I have decided not to proceed with the purchase.