Terrible After Sales Service

My wife purchased a pre-owned 2019 Volkswagen Polo TSI from Milnerton Nissan with much regret. When the vehicle was viewed/inspected and test driven (before purchasing), many faults were brought to the sales persons attention. We were assured that all faults would be attended to before delivery of the vehicle. This however did not transpire. Please see below for the deplorable series of events that unfolded, starting on the 30th October 2021 :

On the 30th October 2021 we test drove a 'pearl white' 2019 Polo TSI and we were very happy with the vehicle. We decided to go ahead with the purchase and signed an 'OTP' for this particular vehicle on the 8th November 2021. This was followed by payment of a deposit on 10th November 2021 to secure the vehicle. A day before collecting our new 'Pearl White' vehicle (12th November) we were called by the sales person to tell us that our vehicle was unfortunately sold by 'mistake' to another customer. We were extremely disappointed and heart broken as we were very impressed with that particular vehicle. To make up for the 'mistake', the sales person managed to source us a silver version of the exact same vehicle from a different Nissan branch. We viewed the car and picked up several issues but we were assured that ALL IDENTIFIED ISSUES WILL BE ATTENDED TO PRIOR TO DELIVERY. This was not the case. We were shocked and disgusted with what was delivered to us on the 23rd November 2021. We waited 7 long working days to receive the car as the car went for scratch touch ups, a valet and roadworthy. I found this to be very odd as the vehicle was away for 7 days but none of the issues raised during viewing/inspection were attended to. The vehicle was delivered with the following issues still prevalent:

1) The vehicle has a 'jerk' when starting or switching it off

2) The vehicle vibrates/shakes when idling

3) All 4 doors are not lined up as it should be

4) Right rear passenger door is very 'wobbly' when fully opening or closing it

5 ) 2 of the alloy wheels on the vehicle still had white paint markings on it when it was delivered

6 ) All scratches identified and pointed out (on body and alloy wheels) when we initially viewed the vehicle was not attended to

7 ) Lots of overspray on the vehicle body

8 ) Spider webs on the left passenger side mirror

9 ) Right side of front grill is loose

10) Sunglasses storing box was filled with cigarette tobacco

11 ) Cigarette lighter is missing

12 ) Wires under the steering column were hanging out loose

13 ) Knocking noise emanating from the back of the car when driving

14 ) Vehicle smells very damp and also smells like cigarette smoke

15 ) Rear bumper is not aligned to the vehicle body and is a different shade of silver to the body of the car

16 ) Paint or polish on back seat drop down mechanism/lever

We are utterly disgusted, appalled and still in disbelief. We did not expect this from an established brand like Nissan. How can a car in this condition be handed over to a customer? It is truly unacceptable and I do not wish this for the next person.

Issue(s) 1, 2, 3, 4, 5, 7, 9, 13 and 15 could possibly mean that the vehicle is accident damaged, something that was not disclosed to us. With all the issues prevalent on this vehicle, we can't help but wonder whether the warranty on this vehicle will still be honored by VW.

Because my wife did not feel safe driving the vehicle, we sent it in for an inspection at VW Claremont. The technician who assessed the vehicle did not like what he saw and also doubted the validity of the balance of warranty left on the vehicle. The vehicle then went for a second inspection/2nd opinion at a different assessor and he was just as flabbergasted as the VW technician.

The vehicle is in terrible condition and my wife does not feel safe driving it, especially because we have a 7month old baby who will be with her in the vehicle most of the time. With so many issues prevalent on the vehicle, what guarantee do we have that VW will honor the remainder of the warranty on the vehicle? As previously mentioned, warranty on this vehicle could already be void.

My wife does not feel safe in this vehicle and refuses to drive it. We request a full refund/cancelation of the sales agreement as we lost confidence and trust in this dealership. We strongly feel that lots of information on this vehicle was not disclosed to us. We are not willing to even consider having the vehicle fixed again even though they've offered. For a 2019 model, too much work has already been done on the vehicle so we refuse to keep it.

Nissan Milnerton however refuses to cancel the sale agreement. I've reached out to the ombudsman and my lawyer to take matters further