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DL
Dylan L

1 reviews | Active since Oct 2021

10 Oct 2021, 16:25

Bad customer service.

I bought a 120d from Mulsons cash. It had a noise coming from the exhaust and a hissing sound from the left front of the vehicle. I sent it to them as they said they would repair the problems. The car was returned to me and the issues were not resolved. Their mechanic also burnt a hole in the interior carpet with a cigarette. When I complained that the issues weren't resolved, they told me they would gladly refund me, as they would be able to resell the vehicle 5 times over.

When I bought the vehicle, I made immediate payment, however, when I asked for a refund after returning the vehicle, I was made to wait 31 days.

I also was not refunded in full, as they kept back R3000 for 'licensing fees'.

The customer service I received from various people at Mulsons was less than satisfactory. I myself am a mechanic and I know that those noises are not "normal" as they told me they were.

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Replies (3)
Mulsons
Mulsons's reply10 Oct 2021, 22:47
Official
Customer was refunded! Vehicle sold to Dylan was cleared by bmw as perfect condition. We also have a message from Dylan stating he would like a family Vehicle(one of the reasons for cancellation) Yes we did refund him in 30 calendar days as promised. We did opt to repair the car or a refund, the customer opted for a refund

The R3000 was taken for on the road which we did provide proof for to the client.

We unfortunately couldn't please him. Trust me we tried.

I even have a report from bmw stating that the car is in perfect condition without any faults. He also insited we change a gearbox mounting which was in perfect condition(got proof as well) we did change it just to please the client.

Also he stated he is a mechanic at haval( offered him the option to repair and I cover the bill). Which he declined

Regards
Management 
Mulsons used cars 
DL
Dylan L's update11 Oct 2021, 18:50
Reviewer Update
Issue is not that I was not refunded, it is the poor customer service received from various employees at Mulsons.

You mention that you 'opted to repair the vehicle', but later state that 'the car is in perfect condition'.
Obviously a clear discrepancy here, is there a problem or is there no issue with the car?

I was told that the mechanic mentioned the noises were normal to a 120d, and that they would compare it to another 120d they had on the floor. Was also told that there is no issues with the car besides 'standard wear and tear'.

However,
I have since then purchased a 120d (of the same year model and similar mileage) and those noises that I was told were normal on that 120d are not evident on this vehicle.

Their Sales Manager came to me when I was still in possession of the car and we listened to the noises together. He himself confirmed that those noises were not normal.
This was when I decided that due to the attitude of the owner stating that he can "resell this car 5 times over" that I would opt for a refund, as the issue would clearly not be resolved.

The service I received from Mulsons has left a bad taste in my mouth.

Mulsons
Mulsons's reply11 Oct 2021, 19:06
Official
I apologies that we couldn't satisfy you with a vehicle that bmw had cleared as good.

You are a mechanic yourself. And you couldn't diagnose the problem ( which you indicated exists)

I'm happy to hear that you are happy with the other vehicle.

We at Mulsons wish you good and many happy miles on your new vehicle.

Thanks for giving us a chance. As they say you can't please everyone.

I am happy to provide a report from bmw stating that the bmw was in perfect condition!

Regards
Management 
Mulsons used cars