Dream Car Turned Into Nightmare - VW Barons Claremont

The following is a little story of how my dream of owning a Golf 6 GTI turned into a nightmare. The story goes something like this: I bought a 2010 Golf 6 GTI from VW Barons / Master Cars Claremont in January 2021. The car had low mileage (105 000 km with a full service history as with all Master cars sold supposedly – I took out an extra warranty of R20 000 advised by the salesmen in case anything should go wrong just for peace of mind) The salesman ensured me that buying from VW / Master Cars was a good choice as all they pride themselves on quality low kilometre vehicles that undergo their stringent 80-point mechanical / fault check prior to any vehicle being sold. During the 80 point check it was found that the intake manifold had a fault and this also triggered the check engine light on the dashboard instrument cluster – This was then repaired and all was well according to them. I then took delivery of the car and hadn’t driven it much, (less than 1000 km total mileage since I took delivery of the vehicle) basically only on weekends as at the time I was using my wife’s car during the week. During this time whenever I pulled away a strange high pitch noise was heard. Even my wife questioned me about the noise coming from under the vehicle. I thought maybe it was just the discs that needed to be worn in due to the skimming that had taken place prior to the vehicle sale. I left it to see if it improved, but it only got worse. I later noticed that the roof had started sagging near the front sunroof control panels as well as the area around the rear interior light. Not long after this I got a call to bring my car around to have the strip fitted and the roof lining sorted out. The car was dropped at the dealership and they would contact me once the issues had been seen to. Before delivering the car however I noticed that weekend that the alarm siren also wasn’t functioning. When I tested the alarm only the indicators flashed but no sound from the alarm siren at all. I have a diagnostics tool which I purchased for use on most VW models. This tool plugs into the OBD port of the vehicle and after running tests on the car it brought up an alarm siren fault – I kept screenshot of this to show the salesman. When taking in the vehicle for the roof lining the alarm fault as well as the noise when pulling away was brought to the attention of the salesman. Later I was contacted by the salesman and told that he had received feedback from the VW workshop and he had been informed that the alarm siren wasn’t activated by default on these cars and was an optional extra. He stated that I would need to pay R250 and book the car in to have it activated to which I then rep**** I can’t see this as being true as what is the point of having an alarm system with no functional siren. I have a radio to the value of R8000 installed in the vehicle which could easily be ****** by smashing the window as the alarm siren wouldn't function. My insurance policy states that a full working alarm system must be present on the vehicle in order for the vehicle to be covered. The salesmen called with an update to say the roof lining had been repaired (I haven’t seen the car since so I can’t verify – Now take note the vehicle has been with VW Barons close on a month at this time) however they were still busy with the alarm. I was also informed that their technician at Barons had driven the car and they couldn’t seem to hear any noise as described by me. I informed the salesman that I could produce this noise every time and I would gladly go for a ride and demonstrate this to their mechanical team. I was assured not to worry and I would be contacted if needed. This went on for another few days and no feedback from them. A few days later my father had popped in at the branch as he was looking at purchasing a new VW Polo when the salesmen then recognized him and enquired if he was there about my vehicle. He then went on to say that the mechanical team have now found major issues with the vehicle. My dad went inside to have a chat with the new manager that had taken over as the previous manager had resigned. It was then that they informed him of the following: They had discovered an issue with the clutch as well as the radiator which was apparently leaking. The manager and then informed him that the VW workshop wanted to bill the second hand car sales department a total of R40 000 for repairs and there was no way he was prepared to spend this on my vehicle. He then went on to say he is not sure how this car was ever sold in the first place and how the previous manager could have sold this vehicle. To me as a customer surely passing the buck and blaming the previous manager is not acceptable. To be honest I am in shock and still processing this whole situation. To me as a customer I questioned how these issues were not detected during the stringent 80-point check that they pride themselves on. I was assured that all vehicles purchased from Master Cars are put through a stringent 80-point check and in good faith I went ahead with the sale. It was once again put to me that no money will be spent on this vehicle and I would be refunded and the car put on auction. I have been looking for a Golf 6 GTI in immaculate condition (body and interior) as well as low kilometres and they are very scarce. Furthermore, I have done some research on the consumer act and as far as I can tell as the consumer I am entitled to have the vehicle repaired to 100% mechanical condition if I so wish. I have copied a few lines out of the CPA act as below: CPA Sec 56 Imp**** warranty of quality This section allows an unspoken condition that every product must carry a warranty of at least six months. The consumer may return goods to the supplier if it does not comply with the requirements of this section. The Consumer Protection Act further provides that every consumer has a right to receive goods that are reasonably suitable for the purposes for which they are generally intended for, are of good quality, in good working order and free of any defects The consumer may return the goods: • Within six months • Without paying a penalty fee. • At the risk of the supplier The consumer can decide if he wants the supplier to repair, replace or refund the product. Sec 57 Warranty on repaired goods: A service provider must guarantee reconditioned or new part installed during any repair or maintenance work for a period of three months. I then went in to the branch to have a chat with the manager and to try and come to an agreement as my first choice would be to keep the vehicle and have it repaired to 100 % mechanical condition as it should have been sold to me. In this meeting the head mechanic was then called in and I was notified of even further issues detected with the car during the original 80-point check that were not brought to my attention prior to the sale of the vehicle. This means these issues were in fact detected and only the manifold was repaired and the other faults were hidden from me as the customer. I still question how these faults were not detected and repaired during their Master Cars thorough 80-point check by which the VW / Master Cars brand prides itself on.

Issues Detected In the Original 80 Point Check: Manifold faulty – This was repaired as mentioned above Timing Chain / Tensioner issue – Picked up by diagnostics Clutch Faulty Radiator leaking Oil Leak Charcoal Canister cracked

The manager (Willie Scheepers) then went on to say he would in no way repair the vehicle and I should then go to the Ombudsman as he has dealt with them on many occasions and he knows just how to handle them. To me as a customer no remorse was shown whatsoever and I just find this level of customer service shocking. Is this the level of customer service that a consumer should receive when dealing with VW Barons Claremont / Master Cars? Up until now I have still not received as much as an apology for the failed business processes / quality checks that have taken place in the VW Claremont Service Workshop. It has been a case of constant ducking and diving and placing the blame on the previous manager. Nobody is willing to take responsibility as a VW brand by offering a solution in the form of fixing the faults on the vehicle that were hidden prior to the sale. A case had also been lodged with VW customer service and I later received feedback from them stating that the manager has agreed to pay your money back (which I already am aware of) and this is not a solution to my issue at hand. This is however NOT an option for me and as a customer I have surely have the right to exercise the option of having the car repaired as stipulated above in terms of the CPA act. Unfortunately, nobody at VW Barons Claremont or VW customer service has shown any interest in advising the dealership to repair the vehicle as per my request. I really don’t believe that this is the definition of customer service that VW South Africa wants to associate their brand with. All I can do at this point is to warn anyone purchasing a vehicle to be very cautious when purchasing any vehicle from VW Barons Claremont. I only hope that your experience is better than mine.