VW Braamfontein (No Empathy for paying clients)

I am writing this review on behalf of my wife and I. I believe this dealership (VW Braamfontein) to be the worst thus far, when it comes to client service relating to empathy.

My opinion is that they are out for money only based on our experience over the past few months with this dealership.

Sometime in February 2020. Our Polo R Line, which was bought brand new, suddenly had a huge breakdown due to a gearbox issue.

The car has not been driven in the DSG gears, that it can be driven, based on my wife who is the dedicated driver not really liking to drive in this manner.

So she has never utilised this function.if so rarely.

She drives the vehicle daily, in a normal automatic mode, which is hardly harsh.

In my opinion, the issue with the gearbox should never have occurred, within the 2-3 year period that she has had the vehicle. But it did.

The vehicle was taken to vw Braamfontein in February 2020 at the time under warranty still.I believe

This people at vw Braamfontein insisted she pay almost 50k after their so called assesment, which she disputed and they brought the price down to half. She paid roughly 25K, to fix this problem.

Now a few months later, the same problem occurred.

The vehicle, just seized to drive on her way to work, no gears.

She called vw, they arranged a towing service, they did not even offer a lift. We had to ask, she got stuck in the middle of the main road.

We requested a courtesy car, It is weeks later, still no courtesy car,

They have now assessed the problem and the feedback is, that the repairs now required has nothing to do with the previous work done and that they found a pipe that was apparently glued back on.

No-one other than VW Braamfontein worked on the car during this period.Since February 2020 to Date

Initially when the car was taken into vw Braamfontein, the car remained with the dealer for months before they could really fix and assess the problem.

Eventually they charged us an amount less than 25k, then when we were ready to pay, they found another problem, then the amount increased to almost 50k I speak under correction. I have the invoice and email correspondence regarding the specifics. We disputed this, then they decided to charge us the 25k

Now Our argument is during this time in February 2020 and all the time since February 2020, could the technician Hannes not pick up the so called broken pipe. The current assesment was done very quickly.

After Hannes worked on the polo in February 2020, nobody else touched the car, as we are not fools to allow for work to be done on our car, after vw has done so, to break our own pipes.

So now the current outcome with VW Braamfontein and Hannes is that someone else could have broken the pipe and we are liable to pay for this.

This honestly, in my opinion sounds like a money making issue.

It seems that they want to save money, hence no courtesy car and in the meantime, my wife has to battle during this time, whilst paying an instalment to vw financial services.

Well. we should be giving this faulty car back, which in my opinion, is what occurred here.We will be consulting with attorneys as well to seek legal advice regarding this but for now will see how vw Braamfontein is willing to treat us, thus far we have been treated very poorly.

The DSG gearbox is known to be faulty from the factory according to sources on the website, there are so many reports on the website to suggest this. This is speculation and I have a feeling, this might be the scenario here.

It took Hannes months to fix the car initially after February 2020, and now after the car has been given back and only a short while later, a few months. The same problem occurs and this dealer does not want to take responsibility after we have paid R25000 during these tough times.

I am so sorry guys.It does not work this way. Kindly assess the situation correctly. You worked on the engine and gearbox, a few months ago in February, you kept our car for months, because you could not really sort the issue within a reasonable time frame

During this time. You could have broken the pipe or whatever it is that went wrong. When you gave the car back,there was an engine light that remained on and my wife sent Hannes correspondence regarding this which was ignored.

You have to take responsibility for the workmanship and stop wasting everyones time. Also now a working lady who has supported you over the years by only buying vw cars, if you check your records,

has to suffer due to incompetence and also your lack of empathy to provide her with a courtesy car. Surely the paid work, of R25000 should still be under warranty.

It seems like we are being ********** and nobody wants to take responsibility. This is unfair. We escalated the matter to VWSA and it seems that no thorough investigation has been done as the letter that was sent only refers to the car being out of warranty and that the dealer is independent to vwsa hence we have to deal with the dealer.

The issue is not the fact that the car is out of warranty. We know the car is out of warranty.

Please take your time and treat us as so called valued clients by understanding our query. Our query pertains to the work that was done by Hannes the technician in February 2020 on the gearbox, we have invoices for this, which was paid for by our hard earned money. This work surely should be under warranty. Hannes and the workshop made a mistake and did not fix the car properly and now we have to struggle. No courtesy car, whilst our car is with the vw dealer in Braamfontein, and it seems they are clueless in terms of how to thoroughly fix, as it took months to return the vehicle in the first place. Please take responsibility and assist your valued clients whilst we await the Ombudsman to assess as we have now escalated to Germany and the ombudsman. The least that VW Braamfontein or VWSA can do now, is to assist there valued client by offering a courtesy car. This is the decent thing to do. Many Thanks

Kindly contact Shouneez if you really care about client after sales service. We are paying customers. The work was paid for.