Formal Complaint – Discrepancy Regarding Approval for Radio Repair

Extremely disappointing after-sales service – WeBuyCars Germiston

I recently purchased a vehicle from WeBuyCars, and unfortunately, my experience with their after-sales service has been extremely disappointing.

Almost immediately after purchasing the vehicle, we drove approximately two minutes away from the dealership when we noticed that the fuel-level sensor was faulty. This was not something that happened days or weeks later we discovered the issue almost immediately after leaving with the vehicle.

The vehicle was subsequently taken through a diagnosis at WeBuyCars, so they are aware of the issue. What concerns me is that the faulty fuel-level sensor was not disclosed to me before the sale and was also not reflected on the vehicle declaration report that I received.

Now I am experiencing another issue with the vehicle involving the radio. WD Auto Clinic has been assisting with the radio repair and informed me that they communicated with WeBuyCars regarding the vehicle. They explained that the radio needed to be assessed/stripped in order for them to determine the fault and provide a quotation.

According to WD Auto Clinic, they communicated telephonically with someone from WeBuyCars regarding this procedure and were given approval to proceed. They even went as far as requesting a letterhead/document outlining what was going to be done. I was also informed that the communication came from a WeBuyCars Germiston landline. Because it was a landline, WD Auto Clinic cannot identify the specific person they spoke to, but they have indicated that they are willing to provide WeBuyCars with any further information regarding the communication.

I then contacted my sales executive to clarify the situation, only to be told that nothing had been approved. This has resulted in unnecessary confusion and delays, and I am now unable to collect my vehicle while the approval/quotation issue is being disputed.

My biggest concern is the pattern I am experiencing. I have already had a fuel-level sensor issue arise almost immediately after purchasing the vehicle, which required a diagnosis, and now I am experiencing difficulties getting a relatively small radio repair resolved.

If this is how a small repair is being handled, I am genuinely concerned about what will happen if I need a more significant repair in future. I cannot afford to continuously be without my vehicle while being sent between different departments and having to resolve internal communication issues that are not my responsibility as the customer.

I purchased this vehicle expecting reasonable after-sales support. Instead, I am currently without my vehicle and dealing with conflicting information about what was communicated and approved.

I have now escalated the matter because I need someone senior to properly investigate the communication between WeBuyCars and WD Auto Clinic, clarify what approval was given, and address the undisclosed fuel-level sensor fault.

At this point, I am extremely disappointed with my experience and am seriously reconsidering whether I want to keep the vehicle if these issues cannot be resolved properly.

I hope WeBuyCars takes this complaint seriously and provides a proper resolution instead of allowing the customer to be sent from one person to another.