Rola Herm**** - Steer Clear.

I’m writing this letter as a last-ditch effort to elicit a response from either Marco, Rola Herm**** or Ford Motor Company South Africa

Re: the extremely poor service and, in my opinion, ********** add-ons to a recent vehicle purchase. I communicated my need for a replacement vehicle to M, who I am fami**** with, from a different dealership. I requested her to find a white EcoSport Diesel that I wanted. She came back to me with a unit she found at Rola Ford Herm****.

I was satisfied with her service and asked if the vehicle had a towbar, and if it did not have one, I would like to have one put onto the vehicle and I would gladly pay for the extras. She provided me with feedback that the Vehicle did not have one on and that they would supply and install a towbar, as per my request.

On 19/03/2022 I signed the contract and went to Caledon to pick up the vehicle there. The sales agent from Rola Herm****, Marco, was to meet me there and do a handover. However, Marco brought the vehicle from Herm**** and just left at Rola Caledon, I did not see him even though I was already there from 07h00 in the morning. I received the vehicle from the Rola team at Caledon and went to Oudtshoorn. The team at Caledon did not do an inspection with the vehicle as it came from the Herm**** branch and understood it had been inspected, but they did show me the operation of the vehicle. Upon my arrival home, I noticed that the front oil pan was broken and loose. I contacted M and she in turn contacted Marco and he undertook to replace it, I had to get quotes, which I also did in George, at Motus Ford.

About 2 weeks after I had possession of the vehicle I had to have the left rear tyre inflated due to a slow puncture. I then proceeded to check all the tyre pressures as the vehicle had been drawing slightly to the left during a trip I did to Vredenburg and noticed that the left front tyre had run off on the inside. I again contacted M and forwarded her the information and photos. She again, passed it back to Marco has until today, not responded to a single issue other than the broken oil cover. I was scheduled to leave for a few days the coming weekend and as I was preparing to tow my trailer. I brought it closer and upon opening the towbar light plug, I noticed it was dusty and had mud and soil compacted on the inside. I couldn’t even make a decent connection with the socket. I contacted M immediately, knowing that what was supp**** to me was not a new towbar as I was led to believe. M then informed me that she forgot to tell me that they had an option for a second hand towbar which was much cheaper than a new one, but I had paid for a new one and this was communicated to Rola Herm****. At this point, you can imagine my frustration at this purchase and the service I had received from Rola Herm****, but what really upset me is that I was charged for R8450.00 for a secondhand towbar that I have seen retail for around R 4000.00 to R 4500.00. I was even more furious when I found out that in fact, this wasn’t even a secondhand one they installed, but the Manager for Rola Herm**** ‘suddenly’ remembered that the vehicle had in fact already had a towbar on it. Rola Herm**** also then agreed to repay the sum charged for the towbar. M then repaid the R8450.00 to me, but I still pay the interest on the amount every month, what about that? It might be pennies on the pound, but the fact of the matter remains that Marco and/or the management of Rola Herm**** were intentionally dishonest when I was charged an additional R8 450.00 for an existing item on the vehicle.

After this experience with the Rola group, the Herm**** branch and Ford I am extremely unlikely to ever support any of these brands again. The experience has been one of poor customer service, overcharging, dishonesty and just an overall underwhelming presence from a brand who claims to be “Celebrating Excellence” as the Rola Motor Group does. In short 1. I received a vehicle that had not undergone an inspection to rectify the issues I had pointed out, which would have pointed out the broken oil cover and a worn out left front tire. 2. The towbar is a clear indication of Marco/Management’s dishonesty at Rola Herm****. The fact that they admitted and repaid the money does not negate the fact that they tried to deceive me in the first place and that I am paying interest on the capital amount of R 8450.00. 3. I had to replace 2 front tyres less than 3 weeks after purchase. 4. I am certain Marco was aware of all these issues when he sold me the vehicle and that is why he never bothered to even come and introduce himself after I was waiting for him from before 7am to take ownership of the vehicle.