Excellent Sales Support, But Administration Needs Improvement

On the sales side, Ryno from Rola Motors Somerset West branch, was outstanding. From our very first meeting, he was patient, flexible, and consistently went the extra mile with a smile – even bringing the car to our home so that we could check whether it would fit in our garage. His professionalism and accommodating approach made the purchasing process a real pleasure and gave us confidence in our decision.

Unfortunately, the administrative side of the process was less positive. Several errors appeared in my personal information on the paperwork, which required multiple rounds of corrections and wasted unnecessary time. In addition, the agreements sent upfront together with the Offer to Purchase (OTP) were structured as though the full checks had already been completed and the vehicle was ready for handover. We had questions about why we needed to sign documents containing legally binding conditions before the vehicle had been checked and paid for. We were told that the agreements could not be altered as this was the dealership’s standard practice. Eventually, we agreed only to sign the first page (covering the price, vehicle details, and personal information), with the understanding that the full terms and conditions would only be signed once the checks were finalised and payment had been made.

While the sales experience was excellent, the repeated administrative mistakes and inflexible paperwork approach created unnecessary frustration. There was also a mix-up with the registration documents and number plates—only the certificate of registration arrived, requiring yet another call to the dealership. We were told the plates would be sent the next day, which did not happen, and further follow-up was needed. These unnecessary delays and wasted time highlight a lack of administrative tightness.

We would strongly recommend that Rola invests in better training and more thorough quality checks in their admin processes, especially in terms of documents that are legally binding and must contain accurate details.

That said, the tastefully put-together gift provided on completion of the purchase was a thoughtful touch and much appreciated. It’s just unfortunate that what could have been an entirely positive experience was dampened by administrative shortcomings.

We would recommend purchasing from Rola Motors, but advise buyers to do their own thorough checks of the documentation to avoid errors slipping through. Ryno is a caring and professional sales representative, and we would highly recommend asking for him directly.