McCarthy Volkswagen

Hi we bought a Ford Ranger Bakkie from bidvest Mccarthy middelburg in Mpumlanga 3 months ago. Sales person Eugene. Bakkie had problems with steering and steering wheel problems. Was promised by manager Jaco to be fixed. Steering was fixed not buttons. Everytime we phoned we were informed by jaco part has been ordered. And licence and registration is getting done. Jaco resigned new DM says bakkie won't me fixed and papers of bakkie is missing. Please tell me how does this work. Jaco blame Eugene and new DM. The new DM and Eugene blame Jaco. Please help.

I would like to lay a complain against macathy in cape town south africa(Paro)

They sold me a car that overheated in 2 weeks. I took the car to their nearest dealership which is in Durban. They took it in for repaire. I was called to take the car, and the car overheated the next day.

They took the car to the repaire shop again, the car overheated the next day again after I was told to come and collect it.

This happened 3 times consecutively, but they still refused to take the car back indicating that they need to be setisfied that they cant repaire.

The last time they told me there is a block on the car they have to bypass the radiator for now whilst they order the part, They removed my heater radiator and gave me the car to use as a test.

After a month, I tried contacting them regarding this issue as the car was no longer overheating to install the part they were ordering, no one is responding to me now.

We had our work van taken into Bidvest McCarthy Westgate to be fixed for problems every month it seemed we had it taken in for something that went on. Recently we took it to DEKRA Automotive they did a full technical inspection. To our surprise, the stuff we were quoted for that needed replacing DEKRA found no fault. If possible for someone to contact me regarding this?

To send relevant documents I can not attach them here.

My Vehicle was sent for service at VW Umhlanga in October 2022.

My car was scratched on the front bumper and I called the dealership the same

day and told them the scratch wasnt there.

They told me to bring in the car the next day. I did and they pulled out video surveillance. The customer care liason Rennei Chateau then contacted me a few days later and confirmed that the scratch was not on the car when it came in

and that it was caused while it was at the dealership.

The service Manager then sent me an email in December saying that there existing scratches on the bumper and even though his staff made the big long scratch I must pay 70% of the cost. He has since ignored all my calls.

I cannot get a hold of any of them. Below is the email trail:

Craig Pillay

Feb 10, 2023, 10:24 AM

to James, Rennei, Candice

Hi James,

Please can I get some feedback. Need to get the bumper

sorted.

Thanks

Craig [protected]

On Mon, Dec 12, 2022 at 3:32 PM Craig Pillay wrote:

Hi James,

We had a brief chat a week or two ago, I know the repairs are

not going to be completed this side of the year. You did

say you would get a quote in the interim.

Please keep me posted.

Thanks

Craig [protected]

On Wed, Nov 16, 2022 at 2:27 PM Craig Pillay wrote:

Hi James,

This is sad. If there were no existing scratches you would have repaired the bumper no questions asked.

And if I ask you to repair the scratch that only relates to your staff's negligence you can't really because

you have to paint the whole bumper.

So is this customer service or are you just saving your dealership a buck? 30% of the cost

of repairs which leaves me as a customer with a sour taste in my mouth after dealing

with you.

Because I benefit from having existing scratches sorted, does that relieve you from

fixing the scratch that was caused by your dealership?

Please think about the above and get back to me.

Look forward to hearing from you

Thanks

Craig [protected]

On Wed, Nov 16, 2022 at 1:53 PM James Candey wrote:

VW Umhlanga Brand New Tiguan

Hi Craig

Please see attached a picture of the left front bumper on arrival. There were existing scratches evident ,however the long scratch is not there.

In lieu of the above we are happy to contribute 70 % towards the cost of the repair.

Can we go ahead and obtain a quotation?

Regards

James

McCarthy is a level 4 B-BBEE contributor

IMPORTANT NOTICE:

This message contains privileged and confidential information intended only for the person or entity to which it is addressed. Any review, retransmission, dissemination, copy or other use of, or taking of any action in reliance upon this information by persons or entities other than the intended recipient, is prohibited. If you received this message in error, please notify the sender immediately by e-mail, facsimile or telephone and thereafter delete the material from any computer. Any views expressed in this message are those of the individual sender, except where the sender specifically states them to be the view of the entity transmitting the message.

mccarthy_disclaimer

DISCLAIMER: Personal Information We respect your privacy and acknowledge that this email will contain personal details, which may belong to you, others and / or to your company (Personal Information). By sending and / or receiving this email communication, you give us consent to process and further process the Personal Information contained therein in accordance with Protection of Personal Information Act no 4 of 2013 (“POPIA”), The Bidvest Group Limited Data Protection Policy and the applicable Processing Notice which is available by clicking and accessing this link

From: Rennei Chateau

Sent: Wednesday, 16 November 2022 13:03

To: Craig Pillay

Cc: Candice Murthi ; James Candey

Subject: Re: Scratch NUR 89967

Good day Mr Pillay, hope you are well, I will check with my manager James and will get back to you,

Many thanks and warm regards

​

Rennei Chateau​​

Customer Liaison Officer

McCarthy Volkswagen Umhlanga

6-8 Sunset Crescent, New Town Centre, Umhlanga Ridge

Tel: [protected]

E-Mail:[protected]@mcmotor.co.za

From: Craig Pillay

Sent: Wednesday, 16 November 2022 09:10

To: Rennei Chateau

Cc: Candice Murthi

Subject: Re: Scratch NUR 89967

Hi Rennei,

Trust you are well. Please could I have some feedback on the scratch that needs to be repaired?

It has been quite a while since we brought the vehicle in to be inspected.

Thanks

Craig

On Thu, Nov 3, 2022 at 11:58 AM Rennei Chateau wrote:

VW Umhlanga Brand New Tiguan

Good day Sir

Trust you are well, as discussed earlier, please see video footage,

Deep scratches were evident on arrival to the left front bumper.

The long scratch appears to be new. Please can you stop by our dealership and see Noorhana or James my manger, we will have a look at the scratch and make the necessary arrangements.

Many thanks and warm regards

​

Rennei Chateau​​

Customer Liaison Officer

McCarthy Volkswagen Umhlanga

6-8 Sunset Crescent, New Town Centre, Umhlanga Ridge

Tel: [protected]

E-Mail:[protected]@mcmotor.co.za

McCarthy is a level 4 B-BBEE contributor

IMPORTANT NOTICE:

This message contains privileged and confidential information intended only for the person or entity to which it is addressed. Any review, retransmission, dissemination, copy or other use of, or taking of any action in reliance upon this information by persons or entities other than the intended recipient, is prohibited. If you received this message in error, please notify the sender immediately by e-mail, facsimile or telephone and thereafter delete the material from any computer. Any views expressed in this message are those of the individual sender, except where the sender specifically states them to be the view of the entity transmitting the message.

mccarthy_disclaimer

DISCLAIMER: Personal Information We respect your privacy and acknowledge that this email will contain personal details, which may belong to you, others and / or to your company (Personal Information). By sending and / or receiving this email communication, you give us consent to process and further process the Personal Information contained therein in accordance with Protection of Personal Information Act no 4 of 2013 (“POPIA”), The Bidvest Group Limited Data Protection Policy and the applicable Processing Notice which is available by clicking and accessing this link

From: Craig Pillay

Sent: Thursday, 27 October 2022 13:30

To: Candice Murthi ; Rennei Chateau

Subject: Re: Scratch NUR 89967

Good day,

Please see attached as requested.

On Thu, 27 Oct 2022 at 12:25, Rennei Chateau wrote:

VW Umhlanga Latest Special

McCarthy VW March Generic Signature | Book Online Quick and Easy Book Service

VW Umhlanga Latest Special

VW Umhlanga Latest Special

Good day Sir

Please forward me a picture of the scratch on left front bumper.

Many thanks and warm regards

​

Rennei Chateau​​

Customer Liaison Officer

McCarthy Volkswagen Umhlanga

6-8 Sunset Crescent, New Town Centre, Umhlanga Ridge

Tel: [protected]

E-Mail:[protected]@mcmotor.co.za

McCarthy is a level 4 B-BBEE contributor

IMPORTANT NOTICE:

This message contains privileged and confidential information intended only for the person or entity to which it is addressed. Any review, retransmission, dissemination, copy or other use of, or taking of any action in reliance upon this information by persons or entities other than the intended recipient, is prohibited. If you received this message in error, please notify the sender immediately by e-mail, facsimile or telephone and thereafter delete the material from any computer. Any views expressed in this message are those of the individual sender, except where the sender specifically states them to be the view of the entity transmitting the message.

DISCLAIMER: Personal Information We respect your privacy and acknowledge that this email will contain personal details, which may belong to you, others and / or to your company (Personal Information). By sending and / or receiving this email communication, you give us consent to process and further process the Personal Information contained therein in accordance with Protection of Personal Information Act no 4 of 2013 (“POPIA”), The Bidvest Group Limited Data Protection Policy and the applicable Processing Notice which is available by clicking and accessing this link

mccarthy_disclaimer

I booked in my vehicle for a service at VW Mccarthy, Parow and I have been informed that my brakes is on 2mm. I thus spoke with a sales consultant Rowena and I paid R7200 and some odds for front brakes. I then further was informed to not do any hard braking for 50km's which I complied with. I then drove more than 1000km and the problem continued with a suther infront and making a noise when I apply brakes. My vehicle a 2018 vw Tiguan, 1.4 dsg stand most of the time in my garage and obviously don't drive it much. When I drive I feel and hear a metal to metal sound with a suther and also felt like something is snapping. I took the vehicle in to Mccarthy Parow and they tol me the brakes must still wore in and my tyres is feathered. I informed Rowena that is only does that when I brake and it's impossible. The technition told me to still drive and it will come right. I drove more than 1000km again and still do the same. I booked the vehicle in and they told me again that my tyres is feathered which I only have used 1 year and 6 months, further I was informed that it's not my tyres but now again my back brake shoes, but the sound is infront. I don't think that people is equpied to do what they supposed to do coz they keep on giving me the wrong detail and information and now wanting me to pay another R3000 after I paid R7200 two months ago.

Client Andrew Herman

[protected]

VW Tiguan 2018

CAA 232778

Dear Customer Care

On December 2021 I booked my fiancéeDinah Maimela's vw vivo polo Tip registration HF04NHGP for a 20 000 km service and the car had an original vw battery since I bought the car new from the same dealership in... The car battery was an original VW battery and it had a VW logo on top of the battery.

When my fiancée collected the car form the service she noted that the time on the car stereo has changed with an the clock was no longer on time but out of the correct time with an hour. This shows that someone had disconnected the battery because when the car was submitted the clock was on time.

This morning when she tired to start the car it could not start. We checked the battery and realized that it has been changed or swapped with an old battery. The car has been serviced with Hatfield VW Mcarthy and we have never experienced such an act of thieving. It is really disgusting that we pay for services to be rendered and our properties are stolen by the dealership.

Can you please investigate the matter and revert back to me before I take the my complaint to the Motor industry ombudsman.

Regards

Aubrey Maislo

[protected]

My name is Ricardo Fortuin - Cell: [protected] - Email - [protected]@gmail.com - Vehicle - Reg: CF257294 - 2018 Polo Vivo 1.4 Comfortline.
Iam have been coming to Mccarthy Parow in Cape Town since 2009 and have purchased several vehicles through the dealership during the years. Ive been taking my vehicles for service to the workshop in Parow for years. This year has been my worst experience I ever had. After my vehicle came in for the 90000 service I've had endless issues with the calibre of service and promises made to correct the issue. There was full maintenance and warrantee on the vehicle that covered everything at the time that now expired, my vehicle was making very loud metal to metal sound when I braked. I told the dealership that they should replace and fix issue as my maintenance plan did cover at the time. I since have taken my vehicle back for the same issue more than 8 times in the last few months. Everytime Iam told that they will resolve the issue. In the last month alone I've taken it back 3 times. I feel that its not about customer service but saving money. This could have been resolved after the second or third time already. Iam highly disappointed as I feel there is total disregard for resolving the issue. I am told every time that the issue will be sorted then just a day or two the issue is back. It feel that cost saving is more important than safety. I don't also get invoices for everytime the vehicle come back making it seem that there is something to hide. The staff at the branch already know me by name because of how much times I brought the vehicle back. I need this issue resolved once and for all. I will escalate further if issue not resolved effectively this time around. If you need any proof I have all messages and correspondence around this issue. Ive been very very patient in this matter but I need issue to be resolved once and for all.

I'm cancelling my purchase from McCarthy VW Durban Commercial Road due to the sales rep disgraceful conduct during the sales process an the lies
The sales rep initially quoted me of 780k for the vehicle, on signing the documents the invoice went up to 810k without him even calling me or asvising, which by the way he didn't have to woth the amount of calls I gave him he could have updated me anytime in the period of waiting for the finance to come through .
When I queried why the increase he had a cheek to tell me that they sold that particular one and there was a price increase on another new vehicle they had find.
Like what's this got to do with me
You quoted me a price so if u need to find another one you need to do it at the same price
I've checked new stock hasn't come in yet
Which mean he just pulled stock from another dealer at the old price but changed it to the new pricing without even advising me

Becareful when u buying from these people McCarthy and study your finance documents thoroughly !

Bought many VWs from Hoopers an Newcastle VW and these are honourable dealers I'll go back anytime

I took my car at be acardia Pretoria for it's first service polo 8 gti. It was having a problem of making noise when I apply brakes and when I reverse it was making a resistance noise when I brake. I reported the problem and it was never solved. All they did was to pray with something white. It only lasted for a day after I took my car and the problem started after. I took my car back about three times still the problem is not solved. And the consultant is not communicating or updating with anything. Michael mlangeni is the consultant. My car is still under motor plan

I bought Audi A4 in June 2021 and upon collecting the car it didn't have spare keys. I asked for the spare keys and the assistant said he will look for it. Weeks went by without hearing from Petrus. Then I did personal visits and spare keys potos were taken. It took a month before I received feedback from Petrus that they can't get the spare keys. I have to bring in the car again for another potos to be taken so they can go to Audi. On the 20th September when I do follow up Petrus said I must wait to hear from admin clerk when they found the keys. I am not happy with Bidvest Gezina service as this is taking long to be resolved. How can they sell me a car without spare keys. A car worth more than 300 000 but no keys. If my car get stolen or something happens and insurance asked for spare keys what will I do. I need my spare keys as every car you buy must have spare keys. I am sending this complaint over because I want good value for my money before I start taking legal routes.

I am a VW customer with two cars from the same dealer (VW Jetta and Amarok)I bought a VW Amarok in Menlyn, Pretoria in December 2018 and left the country since I was working abroad until last year, December 2020. I just discovered that there is no lock nut in my tool bag of Amarok. The only people who opened the bag since I bought the car were VW Hatfield staff when they had to fit in the lock nut of the spare wheel. On complaining to the manager, he referred me to the Manager in Menlyn where I bought the car indicating that they might have forgotten to include the same since I have never changed the wheels or tyres. On meeting with the Manger in Menlyn, she referred me back to Hatfield saying that they should be the ones responsible since they are the ones who serviced my car on two occasions plus fitting the sparewheel.
I am not happy about the way in which both the managers since they really did not show any concern about my problem and all they do is to shift blame and send me from one dealer to another. I even requested both managers to check with their technicians and sales persons of which they were both reluctant. I left my contact details with the Manager in Hatfield but no update call received to date after almost two weeks, whereas the one in Menlyn just told me that she cannot do that since the sales person who sold the car is no longer with them.
I am feeling like a stranger since both VW managers treated me like a crazy person while all they did were protecting their staff and trying to get rid of me.
On arrival at Menlyn, I was received by a sales person guy who cooperated and supported me after listening to my concern, however the man just changed infront of his manager maybe he did that to secure his job. I even indicated the possibility of the sales person forgetting to include the lock nut on the tool bag or the same tool missing at the warehouse where the car was stored but he just changed his perspective in the presence of his manager.
My email address is: [protected]@gmail.com
Contact number: +[protected]

Bought a Polo Vivo from Witbank Branch. First of all I have lost my husband when I've contacted MFC regarding the credit life policy they informed me there is no credit life policy, now who is responsible for this mistake surely the salesman was supposed to add this to the sales contract.

My son was in an accident with the car in May, we needed to order a new key, I've approached the branch paid the key and up to now no key, no calls from anybody.

The worst service I've received from salesperson up to management. I spoke to Johan Stemmet and Freddie several times and everytime they have stories.

I am really very discusted with the service I have received up to date.

I will never buy a car from VW again and I will also not recommend VW to anybody.

Good Morning

i would like to lay a complaint, about VW umhlange, the are totally un aware of the customers need .

my car as a shadder its is also under 25000km

its been for all its services an is upto date

i am a working women, this job allows me to purchase a car like a polo . I attempted to book my car in however there is no one to check my car on a saturday, nor is there a shuttle service to take me to my place of work .

( i even offer for the car to be collected from me an then returned to my place of work under 5 km away, this was also turned down ... you dont have a uber service for customers ?!?!? cost saver !)
I didnt just buy the car, but the after service you offer .

I have had to take leave to make time for this matter .

Tell me isthis the level of service Bid vest supports ?!?

It is also very interesting to note that now with the change in SA law i need not service or maintain my new verhical with YOU, i can find any approved service agent .

note i will never purchase from bidvest again nor will i bring in my car for service with you .

i turn over my cars ever 3 - 5 years, thank you for showining me i can better spend my money .

kind regards
Phillosha thaver
[protected]

I had the worst experience at vw Umhlanga. I purchased a new car a week before my wedding which had a defect on the first day. The car had a burning smell whilst driving and heated up which was quite scary. The gears were not selecting and we were forced to pull over a féw minutes after just purchasing the car. When I informed my sales lady, Mary Jane, she was very unprofessional and insisted there was nothing wrong with the car. She was persistent on coming to my house after 8pm to show me that "nothing was wrong" and that "we were doing something wrong". She was rude and had a lot of attitude over WhatsApp on the night that we bought the car. It was a few days before my wedding and we were having family rituals but she kept insisting that she wanted to come to our house to prove to us that the broken car is completely fine.

Upon taking the car to the dealership they found that something was in fact wrong with the gearbox. The manager, Craig, was rather rude and snappy. As per the law, we are entitled to a refund but he acted like he was doing us a favour by giving us a refund for our deposit that we put in for a brand new faulty car. On many occasions he had attitude with me and kept saying that we dont "like" the car hence we want a refund. Meanwhile we wanted a refund because it was a horrible, scary experience that we had for the first time with a brand new car. Instead of being empathetic to us, he was the total opposite to us.

Finally, the refund which I needed urgently in order to get a new car, was delayed by over a week. We had to go in again to query it, fill out paperwork only to wait more and more days without receiving my deposit back. Everytime we phoned, they said they would get back to us but never did. My whatsapp messages were ignored and so were my urgent call backs. My refund only came through many days later after me calling Craig and persisting again for the 10th time how urgently this refund was needed get a new car.

Overall the service at Vw Bidvest McCarthy Umhlanga was pathetic, the sales lady who helped me as well as the manager were both rude and unhelpful and the service provided was very unprofessional. I would not recommend anyone dealing with them.

On the 26th of November 2019 I went to McCarthy Gezina to collect the vehicle and sign the contract only to find that the contract's first installment is on the 27th of December 2019 and we discussed that with the manager who advised me to come on Friday morning to sign a revised contract and then the finance person will be around. I e-mailed him after realizing that I won't be able to go what they can do is get a revised contract and I will come after work I didn't receive a feedback from them and I asked the sales person to find if they sorted the dates out and he said the finance manager is sorting it out until I reported the dealership to McCarthy head office and VWSA because they didn't respond to my calls and e-mails and it was getting late for the bank to update the contract on their side. I spoke with VWSA and they sent a contract with 2 start date and I enquired no one bothered to respond. Only to find that they never sorted the dates out.

I tried calling my VWSA case manager earlier today after I received an e-mail from the finance house telling me how it happened that I received a lil difference in my installment. The dealership people said they will speak with the finance house to revise the contract and my installment start in January not that I will incur 31 days interest which is why when I paid in advance so I reduce capital in my monthly installment but now that went to the 31 days interest since the dealership didn't explain to the finance house that they said my first installment will be on the 27th of January only to find that it's on the 27th of December and that was the reason for them to say they will contact the finance house and revise the contract but it wasn't mentioned that I will be charged interest for 31 days. What I know and asked them was I am going to pay installments for the two months "free" so I reduce capital.

This is just a mess 😭🤦🏽‍♀️💔which was caused by the dealership and when I spoke with the manager he said if the finance house refuses they will pay for that month which they didn't now it's all on me.

Now I don't know what to do and I am really tired of talking/e-mails and all. I guess I have to pay and move on for peace sake. I am just disappointed by everything that has transpired since the day I went to collect the vehicle. I don't know whether it's me or they just don't give a damn about their clients💔🥺

Disappointed at the service received from McCarthy VW Mastercars Gezina. The case is still unresolved!

Hy, My name is Andile Mdunge I bought a grey Polo 1.0 in September 20 this year(2019).The car had already above 25000km It was a demo(ND250598).Yesterday I took it in for an engine check up because of the engine alarm that was appearing on the dashboard.They found that the alarm is coused by a turbo pipe that is crack and it needs to be replaced. The person who was assisting me(Imraan) said the warranty will not cover the cost of rapair because the car was in an accident and that is why the pipe cracked.I told him the car never had any accident that could have coused the engin pipe to crack since I bought it, it does how ever have a small dent on my front right hand side.Please see the picture attached.I asked him about the life span of the pipe and other factors that could have damaged the pipe he said it only cracks because of the impact, but it not too fragile, so I don't think it cracked because of the dent in the front door the.

I bought a car at this dealer in 2018. I was charged R2500 for licensing and disc. I had informed the sales person there JP Greef that I would like to keep the registration as GP and he informed me he will sort it out. The license disc in the car had not expired so I never worried. When I had to renew the disc this year, I found out I had to start from road worthiness to the registration as the car was not registered and no roadworthy test was done. Contacted the sales person and he said he will refund me to this day nothing. The car was financed so it means I have been paying interest on license and disc which was not done. He firstly claimed he did not charged me for the license and disc, until I told him he did. Even when I contacted the guy is unbothered as there is no consequence management applicable to him. I want to be refunded the R2500 plus interest that I have been charged since the day I bought a car as licensing and disc was not done.

I bought a brand new Golf 7 2018 in Feb 2018 model with lots of additional features. Since the before the first service the car was making whining noise coming from the engine. Almost the sound of a winding belt sound. Especially when driving on a incline and at a slow speed or in traffic. I have taken the car to VW Germiston, VW Constantia - both have confirmed that is nothing . Saying there are flat spots on the tyres. But flat spots on tyres don't make a whining belt noise. I suspect it is the turbo and they do not want to repair while still under warranty. and When the warranty is up then I will have to fork out the cash.Very disappointed with the After sales service of VW

My vw tiguan went for a service on 29 Jul 2019.
Due to medical issues I am not allowed to drive for the next 4 months, thus we arranged with my father in law to drop off my vehicle and collect is again.
Service was done, after my vehicles was returned I checked the service booklet and they had not stamped it.
I contacted Vw constantia and informed them of their mistake, I also explained to them my situation. I was assured that they will contact me in the morning (30 Jul 2019) to arrange for them to stamp the booklet.
I have not heard from the since. It is unacceptable that I now have to make other arrangements to get this done as it was vw who dis not do their part.
I did my part to ensure my vehicle was dropped off on time, why is this now my problem to get it done.
This is a great inconvenience to me and very poor customer service.

Mccarthy vw gezina & mccarthy limited with fsp number 6852
Per email: [protected]@mcmotor.co.za
13 november 2018
Dear whom it may concern;

Re: service plan 90 000km / 5 year

The above-mentioned matter has reference. I find it prudent to give some background on this matter prior to set out my complaint.

Back ground
1. On the 19th of may 2016 I made an enquiry on a promotion mccarthy vw gezina had on 2015 volkswagen polo, 1.2 tsi vehicles that come with a service plan upgrade of 90 000km / 5 year. An email from one of your sales executive's by the name of richard malapile followed my enquiry, whom provided me with photos of the vehicle that was available on the floor, as well as an application form, kindly see the email attached hereto in support hereof.

2. After asking a few questions on the specs of the vehicle I was happy and satisfied with the vehicle as well as the deal and me and mr jf du preez completed the application form referred to in paragraph 1 hereof. On the very same day, 18 may 2016, we received an aadp quote from your sales executive with the following items listed:
2.1 selling price
2.2 license & registration
2.3 delivery fee
2.4 service plan upgrade (5y/90 000km)
Kindly find attached hereto the quote referred to above. You will note that the said quote has an invoice number as well an invoice total of r221 445.00

3. I had a question regarding the calculation of the delivery fee, after an explanation we accepted the quote and arranged with the sales executive to visit the branch and test drive said vehicle on saturday, 21 may 2016.

4. On the 21st of may 2016 we visited the branch and took the said vehicle for a test drive, however were informed by the sales executive that the specific vehicle had been sold, however there was a similar vehicle, white in colour with a little bit higher km's on its way to the branch that can be sold to me on the exact same deal since we already accepted the quote.

5. We accordingly advised the sales executive that we are fine with the white vehicle and that we would like to proceed with the deal as per the invoice.

6. It is important to note that through this entire process the sales executive were dealing wit me, eileen ackerman, and only when I was happy with the vehicle and the deal mr jf du preez got involved in this deal as the vehicle was registered on his name and I am the driver of the vehicle.

7. As noted previously, this was a special promotion that mccarthy vw gezina were running at the time. After accepting the quote, mr jf du preez sent through all his supporting documents and finance were approved for the exact amount as per the quote / invoice.

8. We then received the purchasing agreement which we signed and sent back to the dealership. Kindly see attached hereto the unsigned contract that we received. You will note that the total principal debt on the icontract and the invoice total on the quote is exactly the same amount, r221 445.00.

9. Further to this, you will note that on the quote / invoice the service plan upgrade of 90 000km / 5 years were listed at no charge, hence us not finding it strange that the icontract (sent to us by mr andre jansen van rensburg, representing mccarthy) made no reference of this service plan upgrade.

10. However, when arriving at the branch on the day of delivery of the vehicle we were surprised with a new contract that we had to sign, with a much larger principal debt amount than the quote / invoice and the original icontract. Fortunately, we noticed this and immediately queried the larger amount, only to be informed that the vehicle had been fitted with accessorize that we never requested nor consented to be fitted to the vehicle, please see the list of accessories that were added without our permission and/or consent:
10.1 bidtrack at an amount of r5 200.00
10.2 paint protection at an amount of r1 000.00
10.3 smash & grab at an amount of r3 500.01

11. We were immensely disappointed in the conduct of the dealership and its personnel I this regard as we felt that this was completely unprofessional and, to be frank, we found it to be dishonest as we were almost tricked into signing for this higher amount without same being brought to our attention, should we note have been as observant. It is quite evident that it was not part of the deal we entered and agreed to as we agreed to an amount of r221 445.00 as principal debt and not an amount of r231 145.00.

12. After the branch manager called in everybody involved in this transaction, from the sales executive right through to mr andre jansen van rensburg, whom attended to the finance of the vehicle, it was agreed between the parties that the bidtrack tracker will be removed and the protect will be paid at the branches expense, we then agreed to paying for the smash & grab in cash, regardless of the fact that we did not request nor consent for same to be fitted to the vehicle as we did not want to finance a larger amount at all.

Complaint
13. Taking the above mentioned into account, it is with great disappointment that we are now facing the after maths of even more dishonesty by mc arthy gezina, more specifically andre jansen van rensburg, representatives of mccarthy limited with fsp number 6852.

14. As noted in paragraph 2 hereof, more specifically paragraph 2.4 hereof, in the amount of r221 445.00 as per the quote that I received from mccarthy included a service plan upgrade (5 years / 90 000km). This quote was accepted by us and resulted in the conclusion of a purchase and sale agreement.

15. On the 12th of november 2018 I contacted mccarthy to arrange for the 70 000km service of the said vehicle on the service plan, only to be informed that the vehicle only had a service plan upgrade of 60 000km / 5 years, whichever occurs first.

16. I immediately contacted the mccarthy vw gezina branch where we bought the vehicle and enquired how this could be, taking in consideration the quote that included a service plan of 90 000km / 5 years, whichever occurs first, and were informed by the very same mr andre jansen van rensburg that mccarthy vw gezina does not sell, nor have they ever sold service plans of 90 000km / 5 years and that he assumes that I am referring to a normal vw service plan.

17. I then corrected him and advised that it is a mccarthy vw service plan and whilst having mr andre jansen van rensburg on the phone I forwarded him the quote (which we received and accepted in 2016). Mr andre jansen van rensburg were starstruck and had no explanation for this, other than informing me that unfortunately the invoice nor the transaction schedule makes any reference to an upgraded service plan of 90 000km / 5 years.

18. I proceeded to explain to mr andre jansen van rensburg that until the day we collected the vehicle we did not receive the invoice nor the transaction schedule for our perusal. Should we have had received this prior to the collection of the vehicle, we would have been able to cancel all the added extras.

19. Furthermore, I explained to mr andre jansen van rensburg that due to the service plan upgrade being part of a promotion that mccarthy vw gezina were running at the time, it would not have been charged for our account and therefor it won't be on the invoice. I again referred him to the quote where it can clearly be seen that the 90 000km / 5-year service plan was added to the deal at no charge ("n/c").

20. He bluntly said to me that the dealership will only honour the transaction schedule as we signed this schedule and resultantly accepted the shortened service plan of 60 000km / 5years. I again explained to him that on the day of signing the transaction schedule we were caught up in the sorting out of the unauthorised added accessories which contributed to a much larger amount than what we agreed to and the finance agreement then had to be amended as the add-ons had to be removed.

21. Due to the time spent on attending to the above, we were rushed through the new finance agreement. Looking back, it feels like this was a tactic used by mccarthy vw gezina to draw our attention to the larger amount of the unauthorised accessories, resultantly not noticing the shortened service plan.

22. We are further of the view that it should have been specifically brought to out attention that the deal was altered from the day we accepted the quote and signed the icontract to the day of accepting delivery of the vehicle for us to make an informed decision.

23. It should have been spesifically brought to our attention that the originally agreed policy of the upgraded service plan was replaced with a shortened service plan policy as we would not have necessarily proceeded with the deal.

24. It is quite obvious that the service plan policy which we accepted at time of accepting the quote were replaced with a different service plan policy, without specifically bringing it to our attention and clearly explaining to us why this replacement policy is a better, more suitable option to our avail.

25. The replacement policy came at the exact same price than the quoted policy with less benefits. As the purchase price were not lowered due to the shorter service plan policy, it remained exactly the same. The fact that the contract amount (after removing the unauthorised extra's) and the quoted amount were exactly the same, also constituted to us not suspecting any altercations to the deal as set out in the quotation.

26. I place on record that the transaction schedule, attached hereto, were presented to us for the first time on the day we attended to the collection of the vehicle. It is clear from the said schedule that we did not specifically initial the said page, nor the section, where the shortened service plan policy is listed and submit that it was never specifically brought to our attention.

27. I further submit that this is unethical, dishonest and undesirable business practice and completely out of line with treating the client fairly. Right from adding and fitting unauthorised extra accessories to the vehicle in an attempt to increase the purchase price, through to advertising and quoting a certain value-added product, such as a 90 000km / 5-year service plan, and then on conclusion of the transaction only including a much smaller 60 000km / 5-year service plan, without bringing it to the client's attention.

28. Due to the lack of communication between the representatives of mccarthy limited and their sales executive regarding the products, more specifically the upgraded 90 000km / 5 year service plan policy, that was sold to us and accordingly their failure to comply with the fais act and as a result of their wilful and/or negligent conduct we suffered and potentially will suffer prejudice and damage as we will now have to pay for the following 30 000km services ourselves.

29. I specifically address this letter to mccarthy directly in an attempt to resolve this matter amicably, failure which will result in a formal complaint being logged with the fais ombud as well as the fsca registrar.

30. Looking forward to your soonest response.

Kind regards

Eileen ackerman, obo jacobus frederik du preez

[protected]