Terrible after-sales service by Mekor Ford Claremont

Item: Mekor
Rating: 1
Author: bradleywade B

I'll just leave this email interaction below here to show you how bad this dealership is... you have to read the thread of emails from the bottom up. On 23 Dec 2016 14:44, "Brad Wade" wrote: No problem. I will take this to the NCC etc. On 23 Dec 2016 14:34, "Grant McDonough" ********** wrote: Without prejudices I with draw my offer totally to you as it was a fair one. Regards, Grant Mc Donough Dealer Principal Mekor Ford Claremont 151 Lansdowne Rd Claremont Cape Town (W) ********** 700 (F) ********** 701 © ********** 055 From: Brad Wade Sent: 23 December 2016 02:05 PM To: Grant Mc Donough Subject: RE: Re: Fwd: Thank you for choosing Mekor Ford Mazda Dear Grant, I can't believe you're resorting to fine print in a contract now. Is that the best after-sales service you provide when you have clearly made a mistake in a sale? What do you actually mean when you say welcome to the family? I'm confused. Fine. I'll take it further as a consumer then. Regards, Bradley On 23 Dec 2016 13:59, "Grant McDonough" ********** wrote: Without prejudices. Hi Brad I attach the offer to purchase please see page 2 marked in yellow fit for purchase point 21. Regards, Grant Mc Donough Dealer Principal From: Brad Wade Sent: 23 December 2016 11:28 AM To: Grant Mc Donough Subject: RE: Re: Fwd: Thank you for choosing Mekor Ford Mazda Hi Grant I was told the vehicle that I test drove had Bluetooth. But it does not. Therefore it does not have all the features that I was told it had on the floor and in the test drive given by your sales person. As a customer one expects a sales person to know the vehicle they are selling and there is trust that the information provided is accurate and correct. It is clear now that your sales person did not know and therefore misinformed me. I purchased the vehicle in good faith on the strength of one of the important features being Bluetooth. You now say that I share the misinformation and you are not fully responsible for the mis-sale. I am therefore not sharing in the mistake. I was misinformed. Are you ok with me being unhappy about the sale of the vehicle as it stands? Are you ok with me being unhappy about the way in which this is being handled. Are you ok with me being unsatisfied with the offer considering the facts of what actually happened? I just want to be clear so that I have your response on record. I am still open to this being corrected by Mekor Claremont rectifying the situation be installing Bluetooth at no cost to me. I look forward to your reply. Regards, Bradley. On 23 Dec 2016 11:05, "Grant McDonough" ********** wrote: Hi Brad You tested and drove the vehicle and that is the vehicle you bought as it was on the floor. I do understand that Rob and you had a heated call on the phone on Wednesday about the Bluetooth and I am very sorry about that and my offer stands. Regards, Grant Mc Donough Dealer Principal Mekor Ford Claremont From: Brad Wade Sent: 23 December 2016 08:19 AM To: Grant Mc Donough Subject: RE: Re: Fwd: Thank you for choosing Mekor Ford Mazda Hi Grant Sorry but you are not addressing the issues at all. You haven't addressed the way in which I was treated by one of your staff members after purchasing a vehicle from them; and also please explain to me how it is a fair offer? How did I share in the mistake? I'd really like you to explain that to me.. Regards, Bradley. On 23 Dec 2016 08:16, "Grant McDonough" ********** wrote: Hi Brad I am sorry you are not happy with my offer but this is a fair offer from both side. Regards, Grant Mc Donough Dealer Principal Mekor Ford Claremont From: Brad Wade Sent: 23 December 2016 08:08 AM To: Grant Mc Donough Subject: RE: Re: Fwd: Thank you for choosing Mekor Ford Mazda Hi Grant Thank you for responding. However I'm not quite sure I see how I should share in the mistake when I was the customer purchasing the vehicle, asking the question, and getting the confirmation from your salesman. I'm happy to accept an aftermarket kit fitted at no additional cost to me since I purchased the vehicle under the impression it had Bluetooth installed. I am not the vehicle expert, you guys as dealers are, and should therefore ensure that the features you sell to your customers actually exist. In addition, I'm very disappointed at the way in which I was treated over the phone yesterday; not quite the "family" attitude you allude to. I look forward to your reply. Regards, Bradley On 22 Dec 2016 17:44, "Grant McDonough" ********** wrote: Hi Brad Sorry for only getting back to you so late in the day are recording system is out of order for the month and is awaiting repairs ect so I am unable to pick up the phone records. I have spoken to Rob about this and as you said at the time of making the vehicle VW did not build it with the option of Bluetooth so you might think it has it but it is not. As for the way forward I think we must all share in the mistake that no one at the time of you test driving the vehicle with Rob checked that it was fitted to the vehicle, I am prepared to make you an offer of 50% share of the cost of an aftermarket kit fitted and you get two types one that works on the steering wheel and one not priced from R3000 to the one working off the steering wheel R5000. Regards, Grant Mc Donough Dealer Principal Mekor Ford Claremont From: Brad Wade Sent: 22 December 2016 10:18 AM To: ********** />Subject: Fwd: Re: Fwd: Thank you for choosing Mekor Ford Mazda Attention:Grant McDonough, Dealer Principal. Dear Sir, Thank you for your email below. Unfortunately I have just had a bizarre and poor response from Robbie who sold me this vehicle, via telephone. I had sent a follow up email explaining that after unsuccessfully trying to connect my phone to Bluetooth, I took the vehicle to a VW dealership near me for assistance only to be told that the Bluetooth module is not installed in this vehicle. I will forward that email to you separately for context. Robbie said to me on the phone now that he is waiting for confirmation from VW as to whether the vehicle was originally installed with Bluetooth or not. I said (you can check the recording of the call since you say that your calls are recorded for quality purposes) that regardless of what VW comes back with, what is the solution for me, since I was sold the vehicle under the impression that it had Bluetooth and I don't have it. In fact it was one of the reasons I chose to go with this vehicle and went over my budget accordingly to take this vehicle. Robbie disputes that fact that he told me that the vehicle came with Bluetooth installed, a feature I had specifically asked about in this particular vehicle (more than once) which I find astounding to say the least; and now claims he doesn't know how Bluetooth works, and didn't know whether or not the car had Bluetooth in the first place. Considering he had specifically showed me the phone manual in the pack of books that came with the car, I find this unbelievable that he now claims that I told him that the car had Bluetooth and that he was the one who accepted my assertion of it at face value. Is this how car sales works? I had bought the vehicle in good faith that it had the features sold to me. I had specifically asked if there was bluetooth in this vehicle. Robbie confirmed it had. Now on discovering it didn't have those features, he is claiming that he never told me it did? How convenient. Why not just own up and say that it was a mistake? That the assumption was wrong? Why is he putting the blame on to me as the customer now? I'm flabbergasted. If you listen to the recording of the call you will see why I am so upset. He starts claiming that I am threatening him and that he cannot help me anymore. Really?... please just listen to the call recording... I had said that if I don't get a resolve then I will have to take things further. He strangely perceived that as a threat and I had to explain that I meant that I would need to take things further as a consumer... "Welcome to your family" you say in your email... is this the way your family treats new members to your "family"? Sorry but the family line is a cheap line if this is the treatment one gets. All I want at the end of the day is Bluetooth for the vehicle that I bought which I was sold as containing Bluetooth. That's all. No excuses. Just fix the problem. I don't think that is too much to ask. To be told that it was my fault for misinforming the salesperson that it had Bluetooth is beyond comprehension to me!? I still can't get over that. Anyway, I trust you will review the whole situation and get back to me with a resolution resulting in Bluetooth being active in my vehicle. That's all I want. I look forward to hearing from you. Regards Bradley Wade.

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