Poor Service - Hidden Costs

Where to even start with We Buy Cars... I am honestly so disappointed with the entire experience. My husband had inquired about a Suzuki Swift that was on auction but had a purchase price available. Vehicle was listed as a class A - when my husband phoned we were told that the vehicle was written off and rebuilt and the drivers’ door does not open. How on earth do you sell a vehicle like that as a class A. We eventually found a clean vehicle within our price range, which we then paid the holding deposit for. I emailed the application and all support documentation through to the sales person. Shortly after was called by a consultant to advise my finance options which we had then discussed. I didn’t hear anything from them for 2 days, I was also waiting on them for documentation to send to my insurance before the vehicle is collected so that I have peace of mind, so I contacted the sales person who advised that vehicle has gone for a service, once it’s back from a service I would get the details which I was told I’d get by the end of the day. The following day I followed up via email to get a response that they have been trying to phone me with no luck. I never had any missed call at all. They eventually phoned back to advise me on my finance options once again. I informed the consultant that she had already phoned me, she gave me a repayment figure higher than the first call. We went back and forth there. I asked her when my vehicle will be ready and she said that will be discussed with my by the salesman. I’m still waiting his call. After receiving documentation by the consultant I then phoned her to just go through it, I inquired as to when we should be seeing them for her to respond “I have it in my books that your meeting is for 14:00 today” that was half an hour difference. I made an appointment for 15:00 the following day, only to be helped at 15:45. The salesman kept making trips back and forth to the consultants offices to get the paperwork that I needed to sign. The consultants made me sign a few more documents for the tracker and warranty which she advised I need to take my car for a service by a Bosch or RMI approved shop and should I have any mechanical fault I would be covered. We were advised that for two years my vehicle would be covered. To either service yearly or 15000 km whichever comes first. The one lady even left before I had even made payment for the deposit. I made payment, the other consultant just asked if I had emailed proof of payment, I said yes and she handed me the keys and said that was it. We left their workshop at 17:20. The whole process was not explained to us, the salesman did not explain that we would be liable for the service. We were not informed that should you finance a vehicle that you would have to pay for a warranty. We had paid most of the vehicle cash, but opted to have the minimum finance option which we were advised was R30 000. Our finance has gone to R50 000 odd. I collected my vehicle on the 31st of January, the add said that there was no spare key, but yet the tag on my car key had a tick under yes for a spare key, I emailed the sales person the following Monday, only for him to respond that he is on leave for another week or so. I asked that the matter be transferred to someone else for assistance. I have today received a call from engine room offering me a service plan for the vehicle that I had purchased. I had an argument with the poor lady over the phone who had informed me that I only paid a warranty for any mechanical issue that should arise in the next two years and it does not include a service. She said she doesn’t understand why the staff would tell the clients that. The salesman has returned form leave and I am still waiting to hear about my spare key. I am still waiting for the consultants to send me copies of the documentation I signed for the tracker and the warranty. I was never told that you need confirmation of insurance before you can even buy the vehicle, luckily I already had insurance and discussed it with them beforehand that they were able to help me out with a confirmation letter to hand over. I think it is utterly disgusting that I was firstly charged for a service which was not discussed with me, I thought it was part of your process, which I had to pay for as it is my word against the salesman. Then to receive the OTP to see a delivery fee of R2500 odd. It does not cost R2500 to get the vehicle ready for delivery and it cannot be for the license and registration because I was charged another R1800 for that.

I will never go through We Buy Cars again, nor will I recommend them to anyone looking for a vehicle. I have read reviews after I purchased a vehicle and it seems I am not the first to have been treated poorly and to have not been informed of extra costs.