Unacceptable Purchasing Experience at We Buy Cars Silver lakes Branch

Unacceptable Purchasing Experience at We Buy Cars Silver lakes Branch

To the Management of We Buy Cars Silver lakes and CEO Mr. Faan van der Walt.

I as a loyal customer, I showed interest of buying a Chery Tiggo 7 Pro max at the Silver lakes We Buy Cars branch, and is very disappointed in the purchasing process and customer service.

Day 1: Went well as a person named Bongani went to fetch the key to view the car inside also. I loved the car and went futher with the purchasing process. I got home showed my wife and we then continued by applying online for financing as requested by the sales person.

Day 2: The next morning the sales person Bongani asked me to send documents like I'd and payslips etc. which I did not understand as I already uploaded the necessary documents when I submitted the online application. But I did send it anyways.

From the beginning I informed them that I have a trade in which was the Kia Sonet, yet they went forward with my application without the trade in to see if I would get approved by the banks for the vehicle. During the day I asked for feedback and the response was we are waiting for feedback from the banks, which is understandable. I was patient during the day and got pre-approved on the the 30th of July 2025 and was waiting for the final validation to proceed. I was then approved and there was said congratulations the Chery is reserved for you and that the finance department will keep in touch.

Day 3: On the final day Bongani asked if I can make it to the warehouse so that the Kia Sonet can be evaluated which I did not understand as the vehicle was evaluated a week before with a offer of R228 000 against the settlement value of R253 000 whereby I did informed them on day 1 that this is what they offered me last week, but went there anyways so that the Kia can be evaluated again as they requested. As I arrived a gentleman from a different department said that the Kia Sonet does not have to be evaluated again which made sense to me from the beginning.

So I went to Bongani and asked him what now and what is needed from me. His response was wait a bit we are waiting for feedback. Me and my father stood there for 20 minutes, where I went back to Bongani and asked him how long more of less must we wait. His response was an hour or hour and a half. I told him that its to long to wait at one place and that me and my father will go and do some shopping and he can call us when we should come back where he said it's fine. Me and my father was at the shops for almost two and a half hours where I did not receive any calls regarding any updates. I then told my father let's rather go home and leave everything. Around 15:00 in the afternoon I was told by Bongani that I need to provide a letter of employment. Furiously I responded Why??? As my payslips shows where I am working. I then told Bongani to just leave the whole purchasing process as I got despondent throughout the day because I didn't see any progress and everything is just confusing. My question is how do I get pre-approved, approved and then get asked for a letter of employment? From when do you need an letter of employment to purchase a vehicle as this is new for me?

Bongani then send me a WhatsApp that said ok Sir, I was hoping we would push for you to get the vehicle today and unfortunately that is what the finance department require. My response was if you can do that, then push as I was hoping on getting it today and if the finance department wants my letter of employment they are more than welcome to phone my workplace for it.

Between 17:00 and 17:30 I got a phone call from a lady with the name Gitte where by she said congratulations sir you can come and fetch your vehicle and she also told me the monthly installment for the vehicle. On my way there I got another phone call from the same lady (Gitté) asking me if I have a trade in and my response was yes the Kia Sonet which I have told Bongani about from the start. She then said oky she was not aware. 5 to 10 minutes after the second call she phoned me again whereby she gave me the new monthly installment amount which was around R250 more because of the trade in. My question is: why did they not do everything once with my trade in from the beginning. It's like there is a lack of communication between the departments.

I was still okay with the installment while I'm almost there. As I arrived we did the final things before I can leave with the new vechicle. The lady (Gitté) did inform me that I will receive an email soon saying to come and collect the new license disk.

Almost 2 weeks after I did receive an email saying We are pleased to inform you that your license and registration for your vehicle has successfully been completed. Kindly collect at our Silverlake’s branch or let us know should you wish for us to courier your disc ., and i must speak to Jabulani. I responded on that email by saying thank you and that I'll be there around 14:15 as I'm working till 13:00 and it's a far drive. As I arrived to pick up the license disk no one could assist me and then they tried to get hold off Jabulani (person on the mail that I must speak to). When they did get hold off him, he (Jabulani) said that he is day off after I have already waited 20 minutes just to find out that he is day off and no one knows where I must go. There is 20 people standing around by the help desk and sending me around to different departments so I can be assisted, but it felt like no one that is working there knows where I must go. I would just like to know, if so many people is working there, how can no one assist a customer? When I finally got to the right department the lady told me that they can't do the license disk yet as the vehicle must still go through a roadworthy test. I was very shocked and furious and ask for a manager. All the managers was busy in a meeting in the boardroom when finally one Manager (Jaques) came out seeing that I'm not happy. He approached me and ask how can he help. I told him that I received an email to come and pick up the license disk and that none of the 20 people standing here could show me in the right direction. I then said, after I got the right department that the lady told me that the vehicle must still go for a roadworthy test before they can do the new license disk. The manager apologized and given me a small paper saying roadworthy Menlyn We buy cars Silverlakes Branch. He told me to take his number and quickly take the vehicle to Menlyn's roadworthy place and send him a photo when done. I had to rush back home to collect the car as it is my wife's car and take it for the roadworthy test. I tried contacting Jaques to keep him updated regarding my whereabouts but no answer. When roadworthy test was done, i did send him a picture and try to call him again, yet he never, till now responded. After the roadworthy test, I drove all the way back to provide the roadworthy certificate to the lady telling me that she needs it to do my new license disk. When I gave it to her, she said thank you and that it might take a week for the licence disk to arrive. I told her to make sure the next email is legit and that the new licence disk is really here. She said ok.

My question is: Why must I as a customer go through all this just to buy a car? I think selling a car to we buy cars is so much faster than buying one. I'm not sure if all the branches operates like the Silverlakes branch, but this is so bad. Buying a vehicle that did not go for it's roadworthy test and whereby know ones tells you. So many staff standing around and can't assist you as a customer. A trade in that was not even work in on the whole purchase. A manager that could never answer or really made the customer happy, by following up on everything.

I told my father that this was the last time I bought a vehicle from we buy cars as it feels like I as a customer did their job. I had to go up and down, spending more money on petrol as they can't do their job. And we only got a R300 voucher for petrol (which did not even contributed for all the driving up and down) for buying a car from We buy Cars.

This is really bad and I expect a solution regarding this problem as you might lose more customers in the future carrying on like this. Don't let your customers wait while so many people working there is standing around and talk to each other, it is not professional at all, don't let your customers go up and down to do your job. Before selling a car, make sure that it already had it's roadworthy test. I know there is only a 60 days time limit, but inform your customer then from the beginning, don't let him or her leave with the car, but did not yet do the roadworthy test. Sort out the Communication between all relevant departments as everyone is confused and makes the customer furious and unhappy.

I'm still not happy, but after careful consideration I thought it's best to bring it up before future customers must also experience the same.

After sending in the above complaint to the customer service this was the response:

Good Day Mr Thank you for your email. We appreciate your feedback and we do acknowledge the poor service from our side. I will send this to Managment and the branch as well as regional management so that we can ensure we do our utmost best to make our valued clients feel exactly that and also better our communication in future. I hope you do enjoy your vehicle and may it give you and your family the joy you deserve. Thank you for your insight. Kind Regards Monique

No apology or. Compensation was given. I would not recommend to my friend, family and ****orkers to buy from we buy cars.