INEFFECTIVE & INEFFICIENT CUSTOMER SERVICE/SUPPORT
I bought a vehicle: BMW X1 SDRIVE 18I A/T (F48) from WEBUYCARS Silver Lakes during October 2023, I then collect the car on the 20th October 2023. After being advised about the status of the car and realising that the car was out of maintenance plan, I opted to purchase a warranty policy offered by WEBUYCARS underwritten by GUARDRISK to cover for mechanical faults. On the 26 November 2023, just over a month after collecting the vehicle - the car notified me that it has a DRIVETRAIN fault which had to be checked by a service partner. Today on the 27th November 2023 at 09:53am I reached out to the salesman (Thapelo) from WEBUYCARS Silver Lakes, who assisted me with the purchase for guidance in reporting the fault, so that the car can be collected and taken to any of the service partners near my area of residence. He apologised and informed me that my query was logged and someone will be giving me a call shortly to advise on the next steps. I waited and called throughout the day but I never received any further correspondence from WEBUYCARS and/or GUARDRISK. This vehicle that I purchased was taken for a service a day before the collection date but it still displays that it needs to be taken for a service in 2400km but on the service booklet it stated that I need to take it in for a service in October 2024. It's been over a month I still don't have the car's registration as yet and even after arranging with the salesman (Thapelo) and the finance department (Nikita) with regards to the date of collection and time of the vehicle, I still waited over 2hours before I could collect the vehicle at their dealership. Therefore, the purchase process of this vehicle started off to a rocky start and just after a month of collecting the vehicle I'm having issues with the vehicle and WEBUYCARS SILVER LAKES seems not to don't understand the meaning of after sales customer support. I hope this doesn't turn into further disappointments because currently I'm a swallowing a bitter pill effects of this purchase.
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Replies (7)0
Replies (7)
Webuycars.co.za's replyOfficial
28 Nov 2023, 08:25Dear Simon
Thank you for bringing this to our attention.
Our sincerest apologies for the negative experience you have had.
We are busy investigating the matter and will provide you with feedback as soon as possible.
Kind regards
Thank you for bringing this to our attention.
Our sincerest apologies for the negative experience you have had.
We are busy investigating the matter and will provide you with feedback as soon as possible.
Kind regards
Webuycars.co.za's reply28 Nov 2023, 08:25
Official
Dear Simon
Thank you for bringing this to our attention.
Our sincerest apologies for the negative experience you have had.
We are busy investigating the matter and will provide you with feedback as soon as possible.
Kind regards
Thank you for bringing this to our attention.
Our sincerest apologies for the negative experience you have had.
We are busy investigating the matter and will provide you with feedback as soon as possible.
Kind regards
's updateReviewer Update
28 Nov 2023, 14:09Thanks a million for the response, I've been waiting since this morning for a feedback regarding the outcome of the internal investigation but no one has responded as yet and I see that we are approaching end of business hours.
When can I possibly a receive a response via the matter because I'm currently stranded without a vehicle , while the bank will be debiting my account at the end of the month. As a result I have to use e-hauling services which is adding a financial burden unplanned for.
I hope you understand where my frustration is coming from, looking forward to your earliest response.
Regards
When can I possibly a receive a response via the matter because I'm currently stranded without a vehicle , while the bank will be debiting my account at the end of the month. As a result I have to use e-hauling services which is adding a financial burden unplanned for.
I hope you understand where my frustration is coming from, looking forward to your earliest response.
Regards
's update28 Nov 2023, 14:09
Reviewer Update
Thanks a million for the response, I've been waiting since this morning for a feedback regarding the outcome of the internal investigation but no one has responded as yet and I see that we are approaching end of business hours.
When can I possibly a receive a response via the matter because I'm currently stranded without a vehicle , while the bank will be debiting my account at the end of the month. As a result I have to use e-hauling services which is adding a financial burden unplanned for.
I hope you understand where my frustration is coming from, looking forward to your earliest response.
Regards
When can I possibly a receive a response via the matter because I'm currently stranded without a vehicle , while the bank will be debiting my account at the end of the month. As a result I have to use e-hauling services which is adding a financial burden unplanned for.
I hope you understand where my frustration is coming from, looking forward to your earliest response.
Regards
's updateReviewer Update
29 Nov 2023, 10:55Still no outcome or response? This is a simple matter, can someone be assigned to get the vehicle to the service partner/workshop to be assessed so that the problem on the vehicle can be fixed its been 2 going onto -3 long days without any correspondence...
's update29 Nov 2023, 10:55
Reviewer Update
Still no outcome or response? This is a simple matter, can someone be assigned to get the vehicle to the service partner/workshop to be assessed so that the problem on the vehicle can be fixed its been 2 going onto -3 long days without any correspondence...
's updateReviewer Update
30 Nov 2023, 16:30Its the 30th and I'm still waiting...
's update30 Nov 2023, 16:30
Reviewer Update
Its the 30th and I'm still waiting...
's updateReviewer Update
01 Dec 2023, 15:305 days later, does this company have a customer service department????
's update01 Dec 2023, 15:30
Reviewer Update
5 days later, does this company have a customer service department????
's updateReviewer Update
11 Jan 2024, 12:54After millions of back and forth emails and calls, the vehicle was eventually collected and taken to the workshop, where it was found that it had mechanical issues despite the fact that before collecting the vehicle I was given an up to date service history and assured that the vehicle was recently serviced. I then requested a replacement vehicle, which We Buy Cars (WBC) agreed to and informed me that they need to close the previous account before I could apply for a replacement vehicle. on the 18/12/23 WBC emailed me a POP for settling the previous account, while in the meantime I had already chosen a replacement vehicle which I then collected from the Silver Lakes branch on the 20/12/23. Upon the collection of the replacement vehicle I was assured that the previous account was closed and I only had one account. On the 23/12/23 Wesbank debited my bank account due to the previous account not being closed, when I reached out to Wesbank to notify them about the error they committed. Wesbank informed that WBC failed to settle the account on time stipulated on the requested settlement quotation, as a results the monies that was received by Wesbank later on form WBC were taken as advance payment on the account, hence the account is still active. As a result I now have two active vehicle profiles with Wesbank, while I only have one vehicle in my possession - which means I'll pay for two vehicles because WBC didn't honour their part of the agreement. As a customer why do I have to financially pay for the WBC inefficiencies??? I proceeded to lodge a query on the WBC website on the 23/12/23 informing them what Wesbank said and also supp**** supporting documents from Wesbank ( reference number: 50833). WBC informed me that there'll handle the matter and it should be finalised within 1-7 days, but I'm still waiting until today -11/01/24. No communication from WBC... Therefore, can anyone assist in this matter going forward?
's update11 Jan 2024, 12:54
Reviewer Update
After millions of back and forth emails and calls, the vehicle was eventually collected and taken to the workshop, where it was found that it had mechanical issues despite the fact that before collecting the vehicle I was given an up to date service history and assured that the vehicle was recently serviced. I then requested a replacement vehicle, which We Buy Cars (WBC) agreed to and informed me that they need to close the previous account before I could apply for a replacement vehicle. on the 18/12/23 WBC emailed me a POP for settling the previous account, while in the meantime I had already chosen a replacement vehicle which I then collected from the Silver Lakes branch on the 20/12/23. Upon the collection of the replacement vehicle I was assured that the previous account was closed and I only had one account. On the 23/12/23 Wesbank debited my bank account due to the previous account not being closed, when I reached out to Wesbank to notify them about the error they committed. Wesbank informed that WBC failed to settle the account on time stipulated on the requested settlement quotation, as a results the monies that was received by Wesbank later on form WBC were taken as advance payment on the account, hence the account is still active. As a result I now have two active vehicle profiles with Wesbank, while I only have one vehicle in my possession - which means I'll pay for two vehicles because WBC didn't honour their part of the agreement. As a customer why do I have to financially pay for the WBC inefficiencies??? I proceeded to lodge a query on the WBC website on the 23/12/23 informing them what Wesbank said and also supp**** supporting documents from Wesbank ( reference number: 50833). WBC informed me that there'll handle the matter and it should be finalised within 1-7 days, but I'm still waiting until today -11/01/24. No communication from WBC... Therefore, can anyone assist in this matter going forward?
's updateReviewer Update
10 Apr 2024, 17:49Here we go again, WBC definitely needs a whole a new strategy/plan when it comes to its human capital/employees...
My query is with regards to the WE BUY CARS (WBC) service and maintenance plan not being included in the replacement car (BMW 3 series 318i M Sport) that I received on the 19th December 2023, after I’ve explicitly highlighted that I wanted the same covers that I had on the car (BMW X1 Drive) that I owned prior to receiving the replacement.
To my shock when I recently called Innovation group to get the approval to take the car in for service and the agent informs me that I only have the following plans on the replacement car:
1 - Tyre and Rim warranty2- Extended & Pre-owned warranty and 3 - Power-up service plan
Why would I take a power-up service plan and not take the service & maintenance plan, after the car clearly showed on the vehicle status/ infotainment that it would need a service in less than 10 000 km/ 9months? The vehicle was still under service and maintenance when I collected it which was expiring at the of that month (December 2023), obviously it would made logical sense to get a service and maintanance plan. But as mentioned above I thought it was included like it was on the BMW X1, now I need to take the car in for service, I’m informed that I need to take the plan/cover directly with Innovation group, which will result with an unexpected cost that I need to carry and a waiting period of 3 months. From the first sale with WBC nothing has ever been correct and it takes forever for WBC to assist it’s clients with their challenges caused by their internal staff during sales. I would appreciate it if WBC can take accountability in this matter by proposing a mutually benefitting remedy because it’s time consuming and exhausting to involve third parties to assist in situations like this.
My query is with regards to the WE BUY CARS (WBC) service and maintenance plan not being included in the replacement car (BMW 3 series 318i M Sport) that I received on the 19th December 2023, after I’ve explicitly highlighted that I wanted the same covers that I had on the car (BMW X1 Drive) that I owned prior to receiving the replacement.
To my shock when I recently called Innovation group to get the approval to take the car in for service and the agent informs me that I only have the following plans on the replacement car:
1 - Tyre and Rim warranty2- Extended & Pre-owned warranty and 3 - Power-up service plan
Why would I take a power-up service plan and not take the service & maintenance plan, after the car clearly showed on the vehicle status/ infotainment that it would need a service in less than 10 000 km/ 9months? The vehicle was still under service and maintenance when I collected it which was expiring at the of that month (December 2023), obviously it would made logical sense to get a service and maintanance plan. But as mentioned above I thought it was included like it was on the BMW X1, now I need to take the car in for service, I’m informed that I need to take the plan/cover directly with Innovation group, which will result with an unexpected cost that I need to carry and a waiting period of 3 months. From the first sale with WBC nothing has ever been correct and it takes forever for WBC to assist it’s clients with their challenges caused by their internal staff during sales. I would appreciate it if WBC can take accountability in this matter by proposing a mutually benefitting remedy because it’s time consuming and exhausting to involve third parties to assist in situations like this.
's update10 Apr 2024, 17:49
Reviewer Update
Here we go again, WBC definitely needs a whole a new strategy/plan when it comes to its human capital/employees...
My query is with regards to the WE BUY CARS (WBC) service and maintenance plan not being included in the replacement car (BMW 3 series 318i M Sport) that I received on the 19th December 2023, after I’ve explicitly highlighted that I wanted the same covers that I had on the car (BMW X1 Drive) that I owned prior to receiving the replacement.
To my shock when I recently called Innovation group to get the approval to take the car in for service and the agent informs me that I only have the following plans on the replacement car:
1 - Tyre and Rim warranty2- Extended & Pre-owned warranty and 3 - Power-up service plan
Why would I take a power-up service plan and not take the service & maintenance plan, after the car clearly showed on the vehicle status/ infotainment that it would need a service in less than 10 000 km/ 9months? The vehicle was still under service and maintenance when I collected it which was expiring at the of that month (December 2023), obviously it would made logical sense to get a service and maintanance plan. But as mentioned above I thought it was included like it was on the BMW X1, now I need to take the car in for service, I’m informed that I need to take the plan/cover directly with Innovation group, which will result with an unexpected cost that I need to carry and a waiting period of 3 months. From the first sale with WBC nothing has ever been correct and it takes forever for WBC to assist it’s clients with their challenges caused by their internal staff during sales. I would appreciate it if WBC can take accountability in this matter by proposing a mutually benefitting remedy because it’s time consuming and exhausting to involve third parties to assist in situations like this.
My query is with regards to the WE BUY CARS (WBC) service and maintenance plan not being included in the replacement car (BMW 3 series 318i M Sport) that I received on the 19th December 2023, after I’ve explicitly highlighted that I wanted the same covers that I had on the car (BMW X1 Drive) that I owned prior to receiving the replacement.
To my shock when I recently called Innovation group to get the approval to take the car in for service and the agent informs me that I only have the following plans on the replacement car:
1 - Tyre and Rim warranty2- Extended & Pre-owned warranty and 3 - Power-up service plan
Why would I take a power-up service plan and not take the service & maintenance plan, after the car clearly showed on the vehicle status/ infotainment that it would need a service in less than 10 000 km/ 9months? The vehicle was still under service and maintenance when I collected it which was expiring at the of that month (December 2023), obviously it would made logical sense to get a service and maintanance plan. But as mentioned above I thought it was included like it was on the BMW X1, now I need to take the car in for service, I’m informed that I need to take the plan/cover directly with Innovation group, which will result with an unexpected cost that I need to carry and a waiting period of 3 months. From the first sale with WBC nothing has ever been correct and it takes forever for WBC to assist it’s clients with their challenges caused by their internal staff during sales. I would appreciate it if WBC can take accountability in this matter by proposing a mutually benefitting remedy because it’s time consuming and exhausting to involve third parties to assist in situations like this.