We Buy Cars is trash

On the 15 March 2025 I bought a 2015 Audi Q7 from We Buy Cars in East London. I drove it from then until it suddenly cut power and broke down on 17 April 2025. I took it to Audi Rustenburg, where I was told that the engine had seized and it cannot be repaired.

I contacted We Buy Cars to inform them of the issue and I was told to send the report received from Audi Rustenburg to the complaint agent named Grace. I did that and I was told on the 20 April 2025 that my cancellation had been approved and that I will be refunded. Grace further told me that over R12000 will be deducted for the kilos I drove, I disputed that because I said to her that I did not rent the car but I bought it to enjoy its use. I informed her that if such a deduction is ********ly made, I will approach the Motor Industry Ombudsman for assistance.

Grace asked me to tow the car to the We Buy Cars branch in Rustenburg, which I did. I was assured that upon confirmation of the branch receiving the car, my refund will be paid. This did not happen. I called Grace every day enquiring about my refund and everytime she would tell me she will call me back which she never did.

I would call several times a day and I would be told she is busy she will get back to me, which she never did. I requested an escalation mechanism to have her supervisor or manager assist me, but I was told that they do not know Grace's supervisor or manager and I must wait for Grace to call me.

On the 07 May 2025 I eventually got ahold of Grace and she assured me that my refund would be paid same day, if not, I must call her on 08 May 2025 in the morning. The refund was not done, I called her again at 11am on 08 May 2025 and she said she is busy she cannot take my call. I requested to be put to the Supervisor or manager to escalate my issue, I was told that the manager is also not available. I was told that Grace would call me back, I insisted that I will hold the line since she never returns my calls. A lady called Dimakatso picked up the line and told me that my refund will be paid in 5 days, I told her that I was told by Grace that my refund will be paid on the 07 May 2025. I asked her to put me through to the manager, she hung up the line on my ear while we were busy discussing my matter.

In the afternoon of 08 May 2025, I called again looking for Grace, a lady named Matu told me that Grace is busy and that she will call me back. I informed her that Grace never returns my calls and she has since said she will call me in the morning, which again she never did. I asked to speak to the supervisor or manager to escalate my problem, I was informed that the manager was busy. I asked for his email address, so that I can write an email explaining my problem. Matu told me that she does not know the email address of the manager. I asked her to check and give it to me, the line was cut again.