1 reviews | Active since Aug 2018
ROLA VW VREDENBERG - SHOCKING EXPERIENCE
Do not even bother with Rola Volkswagen Vredenberg or any car dealership within the VW Rola Group for that matter!
We came across an adverti*****t for a pre owned 2016 Ford Figo on Gumtree listed by Rola VW Vredenberg and contacted Frikkie who was in charge of the sale, he informed me that the car is available. We agreed drive through to view and test drive the car despite the dealership being 2 hours away as we are based in Cape Town.
Upon arrival we were greeted by Frikkie and viewed/test drove the car, everything was fine except the minor chips and tears on the car which they agreed to fix. We informed Frikkie that we were indeed taking the car, we were thinking of financing it but in the end decided on a cash deal and left the dealership thereafter. He claimed to send the paperwork through that day (Friday), however when we arrived back to work on Monday we hadn't received the mail. He quickly sent the mail through containing the offer to purchase and all of the necessary documents that we needed to send back to him.
I spoke to him over the phone throughout the day and my father in law contacted him telephonically multiple times throughout the day confirming the purchase and Frikkie was on track. The paperwork was sent through by the next morning and we were told we could collect the vehicle on Wednesday.
Wednesday afternoon arrives and I receive an abrupt, half-hearted phone call to say that the car had been sold and that it was obviously no longer available because he had been out on the road the previous day, and it was sold by one of his colleagues. We had already 'reserved' the car, drove all the way to test drive, sent through EVERYTHING on our side, were in contact with him that entire week and he still failed to reserve the vehicle for us.
Mind you this would have been my first car! My father in law was in contact with Frikkie, managers, CEO'S from the ROLA VW Group receiving apologies and promises that they would find me a car ASAP. They offered me a 2013 out of warrantee polo and offered to extend the warrantee by two years. I declined their offer as the car was too old and I didnt want any problems with my 1st car. We were on their case for a few weeks after and kept hearing false promises that they would find me a vehicle. IT HAS BEEN OVER TWO MONTHS AND THEY HAVE DONE NOTHING ABOUT THIS! DISGUSTING SERVICE TO SAY THE LEAST. I will never visit this group or dealership for a vehicle again since they really do not care about customer service even after selling a vehicle we were about to pay for.
Good day Amber, the Rola Motor Group take note of the complaint. We are sorry about the bad experience you and your family have had. The matter is still being investigated and further feedback will follow.
Good day Amber, the Rola Motor Group take note of the complaint. We are sorry about the bad experience you and your family have had. The matter is still being investigated and further feedback will follow.
RESPONSE FROM ROLA VOLKSWAGEN VREDENBURG
We acknowledge your complaint and would like the opportunity to clarify some of the events. We take complaints like this very seriously and customer delight is a top priority for our Group.
Being in vehicle sales, there are strict processes we follow to ensure quality and consistency and that every customer gets the same value and service expected from the Rola Group which we have been doing for 55 years.
On the Friday, 13th July we got an inquiry from you to come inspect and demo the Ford Figo, which you duly did and drove the vehicle. You expressed your interest for the vehicle as it was in great condition, low mileage and very well priced.
Frikkie and Yourself discussed the deal and you requested discount on an already low retail value. Frikkie verbally confirmed that we would entertain a further assistance to you, however it was said to you to secure the Figo before you left back to Cape Town by signing an Offer to purchase.
This not only would give you option on the vehicle, but ensure that we kept it aside for you pending the final finance or cash settlement. You reneged on this request, thus forfeiting your option.
On the 17th of July, 4 days later, Frikkie still requested on Whatsapp if you had sent the signed offer to purchase. Still we didn’t have it. Subsequently in the delay from your side, one of our sales consultants sold the vehicle to a customer who was willing to sign an offer to purchase.
This customer now had first option pending finance approval on the 17th, which she duly did get in place and the vehicle was honoured to the customer who committed. Frikkie Botha has proof of this correspondence from you asking for the signed OTP.
Only on the 18th of July was the signed OTP sent by you, however as explained in due course the vehicle in question was sold. In an attempt to give you solutions, we offered four different vehicle options to you with similar mileage. You refused all options demanding the same vehicle and price.
We have been unable to source or find a similar spec and model Ford with your specific budget, and hence the delay in our response to you. It was by no means any intention by us to spoil your first vehicle purchase experience but unfortunately due to the delay on your part, the vehicle was lost resulting in this matter.
As we are in the business of creating customer delight, It’s also important to us that we seek a solution for you. Rola Group has a vast selection of Pre-owned stock and we have the means and will endeavour to find you the right vehicle even if it takes some time in doing so.
We value your feedback and can confirm that if we can engage, a solution can be found.
You are welcome to contact the Dealer Principal directly to arrange a meeting to discuss a solution going forward.
Thank you.
RESPONSE FROM ROLA VOLKSWAGEN VREDENBURG
We acknowledge your complaint and would like the opportunity to clarify some of the events. We take complaints like this very seriously and customer delight is a top priority for our Group.
Being in vehicle sales, there are strict processes we follow to ensure quality and consistency and that every customer gets the same value and service expected from the Rola Group which we have been doing for 55 years.
On the Friday, 13th July we got an inquiry from you to come inspect and demo the Ford Figo, which you duly did and drove the vehicle. You expressed your interest for the vehicle as it was in great condition, low mileage and very well priced.
Frikkie and Yourself discussed the deal and you requested discount on an already low retail value. Frikkie verbally confirmed that we would entertain a further assistance to you, however it was said to you to secure the Figo before you left back to Cape Town by signing an Offer to purchase.
This not only would give you option on the vehicle, but ensure that we kept it aside for you pending the final finance or cash settlement. You reneged on this request, thus forfeiting your option.
On the 17th of July, 4 days later, Frikkie still requested on Whatsapp if you had sent the signed offer to purchase. Still we didn’t have it. Subsequently in the delay from your side, one of our sales consultants sold the vehicle to a customer who was willing to sign an offer to purchase.
This customer now had first option pending finance approval on the 17th, which she duly did get in place and the vehicle was honoured to the customer who committed. Frikkie Botha has proof of this correspondence from you asking for the signed OTP.
Only on the 18th of July was the signed OTP sent by you, however as explained in due course the vehicle in question was sold. In an attempt to give you solutions, we offered four different vehicle options to you with similar mileage. You refused all options demanding the same vehicle and price.
We have been unable to source or find a similar spec and model Ford with your specific budget, and hence the delay in our response to you. It was by no means any intention by us to spoil your first vehicle purchase experience but unfortunately due to the delay on your part, the vehicle was lost resulting in this matter.
As we are in the business of creating customer delight, It’s also important to us that we seek a solution for you. Rola Group has a vast selection of Pre-owned stock and we have the means and will endeavour to find you the right vehicle even if it takes some time in doing so.
We value your feedback and can confirm that if we can engage, a solution can be found.
You are welcome to contact the Dealer Principal directly to arrange a meeting to discuss a solution going forward.
Thank you.