VW Mastercars pathetic service

It is with utter disgust that I find myself having to take such extreme measures just to get any sort of assistance in this regard.

My bad experience started when I went to re-new my license disc for my polo vivo. I was told that the license was not on my name and thus I was unable to have this re-newed. This stunned me as I was driving around in a vehicle for a year that was not licensed correctly by the dealership. When I enquired this at the dealership I was told that there were a few issues in getting this fixed which they did not want to get into too much details thereof. They then proceeded to inform me that instead of correcting the license they could offer me another vehicle at an additional cost. Not to be a hard client I agreed to the offer not knowing what I was about to get myself into.

By being a first time car owner, I thought that purchasing via a dealership would give me peace of mind but clearly it’s been a nightmare. I signed my documents for the new vehicle on 29/08/18. I was assured that an 80 point check will be done along with a few agreed solutions to issues on my new vehicle. I then returned the vehicle on September 18th 2018 for a month for the repairs to be completed. While my vehicle was at the dealership I was debited for the finance on my previous vehicle as well as the new finance. When I enquired I was told that the dealership did not pay off the previous finance. After 1 month of fighting for my money my refund was completed.

After constant follow ups and trips back and forth from the dealership I was finally told that my vehicle was completed. Upon collection, it was found that I still did not have a spare key, my license was still not sorted out and my window switches did not work along with a few other issues. I collected the vehicle as I was told the parts need to be ordered. I returned the vehicle in October 18, November 18, December 18 , January 18 and February till current. Up till now my vehicle is still not ready.

I returned my vehicle several times to the dealership for them to correct these issues. Each time I was promised it would be sorted but to my findings upon collection each time, there was something not done or an excuse for why it could not be done currently. I have escalated the issue to the dealer principle in hope of some assistance with my terrible experience. All I get is empty promises and more expenses on my end as I need to constantly follow up and go through costs of travelling back and forth (80km’s per trip) to the dealership as no one is taking me seriously.

It has been 7 months later and my vehicle is at the dealership to get the license and other issues corrected. I was told that this was already completed and my vehicle will be delivered to me within the week. After this did not happen I then decided to save them the hassle of delivering the vehicle and I will rather collect the vehicle on Saturday the 9th of March. Upon arrival to the dealership I was informed by management that my car was sent to the panel beater for more work to be done which I doubt that it true.

There was no communication to even advise me that this was the case.

I have incurred over R2000 in fuel costs over the past 7 months to and from the dealership and to this date I still do not have my vehicle.

I sent an email to higher management at the dealership 3 days before I could fetch my vehicle informing them that I will be coming on Saturday to fetch my car and to please inspect the vehicle and ensure all is in order. I have received no response to that email and then on Saturday upon my arrival they had the audacity to let me know that the car is still at the panel beater and I need not worry as they are handling the situation. They have been handling this situation for the past 7 months which to me feels like no assistance so who do you go to if even the highest of management don’t give a ****???

VW Mastercars is the worst car dealership and as a first time car owner I will never in my life go back to VW. Pathetic customer service and very shady means of conducting business.