McCarthy Volkswagen
Reviews and Complaints

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]

I went to VW Constantia on the 17th of October where I was excited about beginning the process of buying a car. The forms were handed to me by the salesman. The the process of buying the car was started on the 18th of October as that is when I sent through the required documents.

I was told it was pre approved as per chats on the 18th of October which got my expectations very high that I would get the car soon. However, the processing took very long. In all honesty, I understood this because I had just started working permanently and confirmation of employment had to be made accordingly. Also, I was told I was not the only person waiting on my vehicle processing to be completed.

I took delivery of the vehicle on the 23rd of October when things were finally approved. On this day I was handed the vehicle without a spare key and service book. I was disappointed at this as I have experienced many people purchasing vehicles where they would receive a spare key and service book on the same day.

In addition, I have experienced close family and friends having their car licenses sorted out withing a week of purchasing and it has been long with my. The permit that I was given to be on the road expires on Sunday.

Also, to my surprise, the brakes are squeaking. I asked if a driver could not perhaps fetch the car from work as I have an extremely busy schedule. I was advised the availability of a driver would be checked whereas no feedback was given in this regard. I will now have to drive to the dealership on a Saturday which is what my other advise was.

I feel disregarded at the moment to the point that I have considered reversing the purchase. However, I am exploring all possible avenues as I purchased the car because I really like the car. I tried to contacted the manager Phillip on Tuesday the 6th of November to try and address my issues. He then said he would speak to Marcel to find out what is going on and he would revert back to me.

I have not been contacted since.

I would appreciate it if I would simply be handed a car license, a spare key, service book for the vehicle and for my brakes to be checked thoroughly.

Concerns on McCarthy Volkswagen -Constantia
Re;
T6 Kombi
Vin: WV2ZZZ7HZHH043461
PJ van Der Westhuizen
[protected]
pieter.vdwesthuizen22murrob.com

I am lodging this complaint for I have been reasonable and understanding for now more than 7 months. I thought by moving from BMW with great service to Volkswagen I would have expected the same. The following matters have occurred in the process off me buying a 2016 T6 kombi from Constantia.
Leading up to the 29 November I have visited and looked a 3 x Kombi's from different dealers. I have been offered a good price for my trade in. As well the question I have asked was if the vehicle is a rental company vehicle. The other two dealers confirmed the question and therefore did I stand with Constantia because of the answer been no. This vehicle was a Factory vehicle and never been registered to any person. As well the question to if this vehicle was in any accident, the answer was No . I inspected the vehicle with Lizelle and the only items off concern was the scratches on the back bumper and the jack compartment panel was missing . She told me this will be corrected.
On the final dealings I requested that the vehicle is fitted with cruise control for the vehicle will be used on long distance traveling. I was asked if I want a aftermarket (Pirate) or factory approved parts . My answer to this was that the vehicle is under service and factory warrantees it must be factory approved parts. The sales consultant Lizelle De Magalhaes Couto added the cruise control to the offer to purchases. This can be seen under (Dealer fitted Accessories) on the offer to purchase .Extra items I was offered was the Safety Film that would have been done by others. Seen under (Value added Products). My request to her was that the vehicle be ready for collection by end of the week 01 December 2107. By Wednesday I received a call from Lizelle that the cruise control is ordered by the parts department and that I will not be able to collect the vehicle that Friday. But they will deliver by next Saturday 09 December 2017. Part of that call I requested if she can fit PDC ( Park distance control) to the vehicle as well in time . She confirmed that it is possible and I confirmed only the back off the vehicle. This is on email 04 December 2017 03h18 .
On 9 December 2017 I collected the vehicle with my wife and on inspection we seen various problems that was not visible at the time of the first inspection when I decided on the vehicle. This issue was taken up with Lizelle confirming that I can return in the next year after my holiday and they will correct. This is on email 12 December 2017. I have received calls from Lizelle and Gareth McCarty in connection with the problems and they acknowledge the correction of the issues. I have as well when reaching my holiday destination do a full look at the vehicle and send a mail on the issues I have seen. Mail on 20 December 2017. I received a mail on 4 January 2018 confirming the collection of my vehicle for the repairs . I have as well requested a 8 seater vehicle for when they collect for I was in JHb with kids at sports event. The driver pitched up with a polo and in a call to Gareth he apologise and said he did not read the full mail on my request. This delayed the collection for a further week.
In the mail send on 20 December 2017 I requested Lizelle to issue me a letter that this vehicle was not in an accident. For the issues listed it seems to me it was. I received a mail from Lizelle with Trans Union HPI report that the vehicle was not in any accidents or any work was done on the vehicle. At this stage I was still waiting confirmation why the left side was damaged.
On Saturday the 13 January 2018 I received a call at 09h20 from Tracker that I am driving in a red zone. (Soweto). I phoned Lizelle and asked where my vehicle was . She confirm it must be with the panel beaters but will call me in a minute. I instructed tracker to find the vehicle. I received a call from second in charged at VW Constantia not remembering his name telling me the vehicle is at the wash bay. I told this person that it is incorrect and that tracker have found the vehicle in Soweto with Constantia driver in it .At that stage Lizelle phoned me as well and told me the kombi was used by the panel beaters to drop their employees . I requested a meeting on Monday with the dealer principle around this issue.
I met with the Sibu Dealer Principle around all these issues and he promise me high and low that he will personally sort all the issues . As well he confirmed to me that based on their investigation the driver stole the vehicle and action is taken . I ask Sibu about the vehicle history for I was not getting results out of Gareth around the accident report . Sibu contacted someone and told me he will issue me a report. I received on the 16 January 2018 a report from Bidvest Car Rental that show the vehicle was in fact is accidents and repairs was done .On this report I as well seen it was a Bidvest rental vehicle . I asked the question to Gareth and on mail he responded not knowing what was said on the transaction.
Over these period from January till mid-march my vehicle was in the position off VW Constantia for repairs. I was called 2 times to collect but with inspection at Constantia the issues was not even corrected. At the third time Sibu was with me inspecting and I had to show them the correct way to align the left door slide. I received a call from Lizelle and Sibu that the door had to be welded to correct the issue on the door not aligning. I was not happy with this .With the many times this vehicle have been send back to the panel beaters I even requested a letter stating Constantia will guarantee the paint work for live . They did send me a letter stating this on 13 March 2018 .
On my final collection of the vehicle in March 2018 I send a mail to Phillip Van Zyl ( Taken over from Gareth )that there are two problems on the vehicle still . The PDC is now not working and the clutch is not correct. I told him that I will not be coming back to Constantia but will take it to Rustenburg VW .
On 24 May 2018 my vehicle went to VW Rustenburg for service and correction of the two faults. |I received a call from VW Rustenburg to come and witness that the PDC is a (Pirate part) and they will not work on the part. I ask them to look at the cruise control as well and the confirmed it is a (Pirate part) as well. I mailed Phillip on the issue. As well did I request from Natasha Britz-Ford to send me any invoice on my fitments. I received the invoices that was not VW Constantia invoices but from various companies. Confirming this is not VW dealership fitment.
I have received a mail on the 6 June 2018 from Tyron Wilde workshop manager at VW McCarthy that based on the mail I send to Phillip about the fitment his workshop have never seen any request or order to install .He was not very happy with this .
So based on the above this is the problem I have with a McCarthy VW under a Bidvest company. I do not feel that McCarthy is giving the customers the support and service that is promised. As well a big concern is the fraud that they are dealing with selling non VW approved parts as approved parts.
I have been invited by Sibu ( dealer Principal ) and Phillip van Zyl to come and look at a replacement vehicle on 13 June 2018 . With my visit I was shown 2 x replacement vehicles that can be used to exchange my vehicle . There vehicle did not have the 2 x items installed and was not in good state . I have send the following mail the next day to Sibu and Phillip .

"Thank you for the opportunity yesterday at 13h00 to sit down and look in to a resolution on the issues with my T6 kombi . After yesterday's meeting together me and Phillip spoke to Tyron Wilde of your parts department . Based on the discussions changing the vehicle with one of the 2 x units you showed me and fitting the cruise control and PDC it still will not change the major issue . Me and Phillip spoke over the phone to look in to some ways around the issue .

But with further talks with my wife who's Kombi is basically is we came to the following conclusion ;

-The vehicle I chose from McCarthy Volkswagen was purchase based on certain criteria my wife wanted. This criteria was brought under your staffs attention and recommendations from them secured the vehicle as per the Offer to purchase ;

• And PDC fitted before contract was signed at dealer 9 December 2017

So the bottom-line to the purchase was the vehicle is covered under the VW warrantee and service plan that I have extended as well . ( This is to have no issues for the next 5 years or 120 000 km ) . As we know the parts fitted is causing a major problem were other dealers doesn't want to work on the parts . This have been confirmed by Tyron Wilde as well . Basically putting me as owner at full risk off forfeiting my warrantee from VW SA . By issuing me with a letter of understanding that McCarthy VW will cover the issues if caused by the items, it still puts me at risk .

So at the end off yesterday myself and wife came to the following conclusion to the correcting of this issue;

1. McCarthy VW needs to replace my vehicle with the vehicle I have requested and purchased at the dealer based on the details above ( or equivalent ) . With all parts under VW SA warrantees / Guarantees and service plan as set out by them . Basically if the vehicle goes to any VW dealer it will be corrected as per VW SA warrantees / Guarantees and service plan that is in place . With my investigations I believe a vehicle can be sourced in manual or automatic with the required parts .

2. The last option is to take the vehicle back and refund the transaction with the cost I have incurred with the transaction . Then I will source a Kombi based on the criteria above .

Looking over the period issues was piling up and all roads we look in to, cannot be resolved on any other way . The risk is too high for me as an owner . I believe we can resolve this matter . I will be out of the country till 10 July 2018 . I would like to have this matter resolved by end July 2018 .

Please feel free to get in contact for any further talks "

After the above mail send I had to resent a mail about the matter. Mail send on 18 July 2018 . There were no response on this matter and I resend a mail on 1 August 2018 again were I got some response. They indicated that they are looking at getting a replacement vehicle for me .
• All the above matters backup is available from me

I hope that I will receive a better response than what I received from VW McCarthy Constantia .

Pieter van der Westhuizen
[protected]
Pieter.[protected]@murrob.com

Im gutted with the terrible service ive received from vw westgate, the manager brandon has absolutely no management skills, my car was booked for service and inspection a month ago, multiple warning lights flashing on the cluster, the car was returned and i was told that its soughted, a day later same problem took it back in and was charged over 3k, apparently this was an electrical fault but they assured me it was resolved, 1 day later same problem again, so the car went back to them 3 times, theyve now called me and are asking for a further 25k to replace more parts, the manager brandon has given me until monday to return his loan car.

I bought a used bmw x3 from middelburg, mpumalanga, the mastercar checklist stated windscreen washers tested when I checked, the motors were not runnng, it also stated that there wereno oil leaks yet I lost half the oil in the sump I had a mechanic check the car and he found that the oil cooler had been leaking for a considerable time, why was this not found or just ignored I trusted the checklist as the salesman said every thing is fine I have tried to contact the manager through his salesman is seems he is not interested in contacting me I am wondering who can we trust.
Thecheckist number is 398190.
Regards
richard wright

I hereby lay a formal complaint against VW Arcadia with their unprofessional behavior, and misrepresentation.

See email conversations below and I can provide supporting documentation upon request:

From: Prudence Kagiso Molekwa
Sent: Tuesday, 24 April 2018 10:24
To: Thomas Lekolwane ; Chris Harmse
Cc: [protected]@miosa.co.za
Subject: RE: Formal Complaint

Good day All,

Please see attached on the body of this current email, my first email (formal complaint) to you Sent: Friday, January 19, 2018 9:54 AM, it has been 11 weeks and 6 days without any common ground resolution on this matter.

I, the complainant, confirm that I have given you the opportunity to resolve this but I am not happy at all and I feel this is unfair to me:

1. The fact that Chris you have opted to not be honest with me and then no longer respond to my emails when I requested clarity whereby you contradicted yourself regarding "copy of Natice which states that my vehicle was registered on the 15 December 2017, but you indicated that " The registration was done November when I took delivery of the vehicle"?
2. With regards to your overall resolution on my complaint " Chris, You offering the help when trading in OR R10 000 into my Vehicle account", kindly note that this is unacceptable as all this is not what was promised to me (R15 000 finance assistance and registering my vehicle as a 2018 model) and it favours Bidvest McCarthy Volkswagen Arcadia.

I hereby confirm receipt of the VW branded clothing, the number plate and licensing disc (which was couriered a month after you ‘have registered my vehicle' inconveniencing me to travel with an expired Permit), and the R100 fuel refund.

What is your Final Resolution on this matter?

Thank you,
Prudence Molekwa

From: Prudence Kagiso Molekwa
Sent: Monday, 12 March 2018 16:15
To: 'Thomas Lekolwane' ; 'Chris Harmse'
Cc: '[protected]@miosa.co.za'
Subject: RE: Formal Complaint

Good day All,

Please see attached on the body of this current email, my first email (formal complaint) to you Sent: Friday, January 19, 2018 9:54 AM, it has been 11 weeks and 6 days without any common ground resolution on this matter.

I, the complainant, confirm that I have given you the opportunity to resolve this but I am not happy at all and I feel this is unfair to me:

1. The fact that Chris you have opted to not be honest with me and then no longer respond to my emails when I requested clarity whereby you contradicted yourself regarding "copy of Natice which states that my vehicle was registered on the 15 December 2017, but you indicated that " The registration was done November when I took delivery of the vehicle"?
2. With regards to your overall resolution on my complaint " Chris, You offering the help when trading in OR R10 000 into my Vehicle account", kindly note that this is unacceptable as all this is not what was promised to me (R15 000 finance assistance and registering my vehicle as a 2018 model) and it favours Bidvest McCarthy Volkswagen Arcadia.

I hereby confirm receipt of the VW branded clothing, the number plate and licensing disc (which was couriered a month after you ‘have registered my vehicle' inconveniencing me to travel with an expired Permit), and the R100 fuel refund.

I am going to give you one more chance to try and resolve this matter by COB tomorrow (before I escalate this to MIOSA for mediation) in a manner that the resolution will be best for you and myself and for us to hopefully reach a consensus.

From: Prudence Kagiso Molekwa [mailto:[protected]@ukzn.ac.za]
Sent: Friday, January 19, 2018 9:54 AM
To: Thomas Lekolwane ; Chris Harmse
Cc: [protected]@gmail.com
Subject: Formal Complaint
Importance: High

Good morning Thomas,

I trust this finds you well.

I received a parcel from courier yesterday 18 January 2018 after calling, whatsapp, sms, and emailing you countless times. I have not opened it though it looks like number plate.

As you advised that the Natice is not yet available, please note that when I came to pick up my vehicle by your dealership the following day on 28 November 2017 when I came to sign the contract you confirmed that your Manager advised that it will be possible for you guys to register my car only in 2018 as a 2018 model.

Otherwise as I said to you, I would have waited and only purchased or collected the car in January 2018 as I was not desperate because BMW and mercedes benz had also approved my application.

You made empty promises since the day I collected my POLO TSI 27 November 2017, that you will register my car in the new year and send me a copy of Natice showing that it is a 2018 model, you will courier the licence disc, number plates, VW Branded Cap and T Shirt.

I agreed to the deal because you sold to me the idea that I will get financial assistance towards my POLO TSI, from VW Finance.

Should I be worried that you guys did not register my car as a 2018 model, because if that's the case I will report you to the Motor Ombudsman, and Call the Citizens Advice consumer helpline and tell them you want to report a trader to Trading Standards?

Thank you,
Prudence Molekwa

From: Thomas Lekolwane [mailto:[protected]@mcmotor.co.za]
Sent: Monday, 26 February 2018 08:12
To: Prudence Kagiso Molekwa
Subject: RE: Formal Complaint

Morning prudence

I will do it today.

From: Prudence Kagiso Molekwa [mailto:[protected]@ukzn.ac.za]
Sent: Monday, 26 February 2018 8:03 AM
To: Chris Harmse; Thomas Lekolwane
Cc: kagiso molekwa
Subject: RE: Formal Complaint

Good morning All,
Thomas when will you EFT the money to me?

Chris, " You are offering the help when trading in OR R10 000 into my Vehicle account" I have consulted and will revert back to you with regards to my decision.
1. I am still awaiting your feedback with regards to the below copy of Natice which states that my vehicle was registered on the 15 December 2017, please explain because below you indicated that " The registration was done November when I took delivery of the vehicle"?

Kindly respond so that I can make an informed decision and we can finalise this matter.

Thank you,
Prudence Molekwa

From: Prudence Kagiso Molekwa
Sent: Wednesday, 21 February 2018 14:01
To: 'Chris Harmse' ; 'Thomas Lekolwane'
Cc: 'kagiso molekwa'
Subject: RE: Formal Complaint

Good day All,
Thomas when will you EFT the money to me?

Chris, " You are offering the help when trading in OR R10 000 into my Vehicle account" I have consulted and will revert back to you with regards to my decision.
1. I am still awaiting your feedback with regards to the below copy of Natice which states that my vehicle was registered on the 15 December 2017, please explain because below you indicated that " The registration was done November when I took delivery of the vehicle"?

Kindly respond so that I can make an informed decision and we can finalise this matter.

Thank you,
Prudence Molekwa

From: Prudence Kagiso Molekwa
Sent: Friday, 16 February 2018 13:28
To: 'Chris Harmse' ; Thomas Lekolwane
Cc: kagiso molekwa
Subject: RE: Formal Complaint

Good day Chris,

It would help a great deal if before responding you would refer back to email conversations

See below highlighted in red and attached

From: Prudence Kagiso Molekwa
Sent: Wednesday, 24 January 2018 09:36
To: 'Chris Harmse' ; Thomas Lekolwane
Subject: RE: Formal Complaint

Good morning Chris,

I understand all that each and every one of you has said. I just requested that you kindly write a summary of Resolution Report and put it on Bidvest McCarthy Volkswagen Arcadia letterhead?

Attached please find the proof on emails, and the petrol slip.

The branded cap. However initially he had promised the cap for female and shirt for male.

Thank you,
Prudence Molekwa

From: Chris Harmse [mailto:[protected]@mcmotor.co.za]
Sent: Friday, 16 February 2018 12:53
To: Prudence Kagiso Molekwa ; Thomas Lekolwane
Cc: kagiso molekwa
Subject: RE: Formal Complaint

Good Day .

I have said to you that send me the slip of the petrol and I will EFT the money .

Not once have I said I will give it in Cash .We will never make any payments to client in Cash as we have no track record of it and proof that it was given back .

Please mail me the slip and we will eft into your bank account, not expecting from you to drive to PTA

Kind Regards

Chris Harmse
New Vehicle Sales Manager
McCarthy Volkswagen Arcadia
470 Stanza Bopape Street ( Old Church Street )
Arcadia
E-Mail : [protected]@mcmotor.co.za
Tel: [protected]
Cell: [protected]
Click on the link to Visit our Virtual Dealership
http://www.vpix.net/463414

From: Prudence Kagiso Molekwa [mailto:[protected]@ukzn.ac.za]
Sent: Friday, February 16, 2018 12:07 PM
To: Thomas Lekolwane
Cc: Chris Harmse ; kagiso molekwa
Subject: RE: Formal Complaint

Good day Thomas,

Yesterday you gave me a call confirming that you gave Raymond Moale a cap, Bag and bottle however you cannot refund petrol as he did not bring the car.

Where and when was I told that the refund can only be done through physical refuel into my vehicle using your petrol card, and not cash? You know very well that I live in Durban, are you expecting me to drive 7 + hours from Durban to Pretoria so that you can put petrol in my vehicle?

Thank you,
Prudence Molekwa

From: Prudence Kagiso Molekwa
Sent: Thursday, 15 February 2018 13:59
To: 'Thomas Lekolwane'
Cc: 'Chris Harmse' ; 'kagiso molekwa'
Subject: RE: Formal Complaint

Hi Thomas,

Kindly note that my sister is held up at work, but Raymond Moale is on his way to collect.

Thank you,
Prudence Molekwa

From: Prudence Kagiso Molekwa
Sent: Thursday, 15 February 2018 09:52
To: 'Thomas Lekolwane'
Cc: Chris Harmse ; 'kagiso molekwa'
Subject: RE: Formal Complaint

Hi Thomas,

My sister Mpho Molekwa will come collect R100 for fuel refund, and today around 6PM.

Thank you,
Prudence Molekwa

From: Thomas Lekolwane [mailto:[protected]@mcmotor.co.za]
Sent: Thursday, 15 February 2018 09:21
To: Prudence Kagiso Molekwa
Cc: Chris Harmse
Subject: RE: Formal Complaint

Hi

You can send someone to collect it today.

From: Prudence Kagiso Molekwa [mailto:[protected]@ukzn.ac.za]
Sent: Thursday, 15 February 2018 9:12 AM
To: Chris Harmse; Thomas Lekolwane
Cc: kagiso molekwa
Subject: RE: Formal Complaint

Good morning All,
Thomas how far (refund me R100 for fuel, and branded clothing a cap, Bag and mug )?

Chris, " You are offering the help when trading in OR R10 000 into my Vehicle account" I have consulted and will revert back to you with regards to my decision.
1. I am still awaiting your feedback with regards to the below copy of Natice which states that my vehicle was registered on the 15 December 2017, please explain because below you indicated that " The registration was done November when I took delivery of the vehicle"?

Kindly respond so that I can make an informed decision and we can finalise this matter.

Thank you,
Prudence Molekwa

From: Prudence Kagiso Molekwa
Sent: Friday, 09 February 2018 14:33
To: 'Chris Harmse' ; 'kagiso molekwa'
Cc: 'Thomas Lekolwane'
Subject: RE: Formal Complaint

Copy of Natice

From: Prudence Kagiso Molekwa
Sent: Friday, 09 February 2018 14:15
To: 'Chris Harmse' ; kagiso molekwa
Cc: Thomas Lekolwane
Subject: RE: Formal Complaint

Hi Chris,

I have provide you with the copy of Natice which states that my vehicle was registered on the 15 December 2017, please explain because below you indicated below that " The registration was done November when you took delivery of the vehicle
"

Thank you,
Prudence Molekwa
From: Chris Harmse [mailto:[protected]@mcmotor.co.za]
Sent: Friday, 09 February 2018 12:47
To: kagiso molekwa ; Prudence Kagiso Molekwa
Cc: Thomas Lekolwane
Subject: RE: Formal Complaint

See my responds in RED

From: kagiso molekwa [mailto:[protected]@gmail.com]
Sent: Friday, February 9, 2018 12:40 PM
To: Prudence Kagiso Molekwa
Cc: Chris Harmse ; Thomas Lekolwane
Subject: Re: Formal Complaint

Good day All,

I have noted the below:
· You requested Thomas to refund me R100 for fuel.Yes he will
· With regards to branded clothing I am not really fussy, you can decide on to give me and send through. Thomas will send you a cap, Bag and mug
· You indicated that I can enjoy the vehicle and the day when I want to trade it in you can assist for example, you will pay me on a 2018 model and not on a 2017. When I decide to buy another vehicle I should contact you and you will make sure it gets done. Yes
OR
The last thing you will offer is to pay R10 000 into my Vehicle account, and that will be your Final offer and final settlement. No its or the R10 000 or the Help when trading in

Kindly advice on these:
1. I have not been informed of the reason why I only received the number plates and licence disc on the 18 January 2018 after calling, whatsapp, sms, and emailing countless times, when you did register my vehicle in 2017 already? This is when the license departments opened for Licensing
Correct me if I am wrong the above was done so that I can be under the impression that my vehicle would have been registered in 2018? No . The registration was done November when you took delivery of the vehicle
I have the copy of Natice (see attached) which states that my vehicle was registered on the 15 December 2017, so all along Thomas when I was contacting you frustrated on the fact that I am using a permit which expired on 17 December 2017, worried about the police stopping me you had the number plates and licence disc with you, furthermore you did not provide me with another permit (as you telephonically indicated that your dealership can only provide permit once) and you continued to mislead me by saying I have to wait as you will only register my vehicle in JANUARY 2018 whilst you had went against your word and already registered it on the 15 December 2017?

Thank you,
Prudence Molekwa

On Thu, Feb 8, 2018 at 3:05 PM, Prudence Kagiso Molekwa wrote:
Good day Chris,

Thank you for your prompt response.

Regarding your below responses: Initially Thomas had promised VW Branded cap and shirt. With regards to your point four below, I will consult and revert back to you soonest.

Thank you,
Prudence Molekwa

From: Chris Harmse [mailto:[protected]@mcmotor.co.za]
Sent: Thursday, 08 February 2018 13:05
To: Prudence Kagiso Molekwa ; Thomas Lekolwane
Cc: [protected]@gmail.com
Subject: RE: Formal Complaint

See my responds

From: Prudence Kagiso Molekwa [mailto:[protected]@ukzn.ac.za]
Sent: Thursday, February 8, 2018 12:53 PM
To: Chris Harmse ; Thomas Lekolwane
Cc: [protected]@gmail.com
Subject: RE: Formal Complaint

Hi Chris,

You seem to be forgetting and removed the points you made in previous emails which I have supplied you with the required information or document (s), find attached

With regards to conclusion/ resolution:

• I have emailed you all the communication "proof " I was referring to whereby promises were made to me, and you did not respond, see attached email Are you referring to the Clothing and the R15 000, You were 100% clear and informed by my F&I Nicolette and by Thomas that you can only get this if it is financed at VWFS and you know you were declined and needed a Vehicle, You then signed the contract were it stats a 2017 and you know it was a Standard bank contract
• I have emailed you the slip to refund me the petrol, which you have not done, see attached email Thomas get this sorted ASAP
• I have indicated what branded clothing was promised to me, see attached email Please be more specific on what clothing are you referring to Cap T-shirt ?
• You indicated that I can enjoy the vehicle and the day when I want to trade it in you can assist for example, you will pay me on a 2018 model and not on a 2017. When I decide to buy another vehicle I should contact you and you will make sure it gets done . Well I stand by what was promised to me a 2018 model, therefore you can make things right by me for not sticking to VWFS, and 2018 registration by doing the Trade- in to be done immediately? I cannot do anything regarding the Year model . You were 100% aware of the 2017 reg as you have signed the contract and we did not sign on your behalf. If you are not willing to Take the offer on the Trade in the last thing I will offer is to pay R10 000 into your Vehicle account, And that will be my Final offer and final settlement .

Thank you,
Prudence Molekwa

From: Chris Harmse [mailto:[protected]@mcmotor.co.za]
Sent: Thursday, 08 February 2018 12:27
To: Prudence Kagiso Molekwa ; Thomas Lekolwane
Cc: [protected]@gmail.com
Subject: RE: Formal Complaint

Good Day

Trust that you are well .

Like the past 3 mails I have send you I have explained to you and I have also gave you the conclusion on what I can do .

Kind Regards

Chris Harmse
New Vehicle Sales Manager
McCarthy Volkswagen Arcadia
470 Stanza Bopape Street ( Old Church Street )
Arcadia
E-Mail : [protected]@mcmotor.co.za
Tel: [protected]
Cell: [protected]
Click on the link to Visit our Virtual Dealership
http://www.vpix.net/463414

From: Prudence Kagiso Molekwa [mailto:[protected]@ukzn.ac.za]
Sent: Thursday, February 8, 2018 12:24 PM
To: Chris Harmse ; Thomas Lekolwane
Cc: [protected]@gmail.com
Subject: RE: Formal Complaint

Good day Chris,

Can I kindly request what is the conclusion on this matter?

Thank you,
Prudence Molekwa

From: Prudence Kagiso Molekwa
Sent: Thursday, 01 February 2018 15:51
To: 'Chris Harmse' ; 'Thomas Lekolwane'
Cc: [protected]@gmail.com
Subject: RE: Formal Complaint

Good day All,

Can I kindly request what is your conclusion on this matter?

Thank you,
Prudence Molekwa

From: Prudence Kagiso Molekwa
Sent: Wednesday, 24 January 2018 09:36
To: 'Chris Harmse' ; Thomas Lekolwane
Subject: RE: Formal Complaint

Good morning Chris,

I understand all that each and every one of you has said. I just requested that you kindly write a summary of Resolution Report and put it on Bidvest McCarthy Volkswagen Arcadia letterhead?

Attached please find the proof on emails, and the petrol slip.

The branded cap. However initially he had promised the cap for female and shirt for male.

Thank you,
Prudence Molekwa

From: Chris Harmse [mailto:[protected]@mcmotor.co.za]
Sent: Tuesday, 23 January 2018 16:31
To: Prudence Kagiso Molekwa ; Thomas Lekolwane
Subject: RE: Formal Complaint

Ok Please see my responds below . We have made it clear but it seems that you do not understand .

From: Prudence Kagiso Molekwa [mailto:[protected]@ukzn.ac.za]
Sent: Tuesday, January 23, 2018 4:15 PM
To: Chris Harmse ; Thomas Lekolwane
Subject: RE: Formal Complaint

Good day All,

This is my last email to you all, these back and forth emails without a clear resolution to this matter he said she said whilst in this whole thing I am the only one with SOLID EVIDENCE.Please send me the Proof of what you are referring to on mail please, Because I don't know

I hereby confirm that via courier I received the license disc, and the number plates without screws and bolts now I have to take my time and use petrol to go to the nearest VW for assistance Please mail me the slip an di will refund you the petrol .

How I would like things to be put right is for me to have my 2018 model as advised that it was possible, the VW Branded clothing as promised, and the VW financial assistance of about R15 000.
I am certain that in whatever decision you take, you will have best interest for me as your client. I have explained the proses of registration and the contract signed .I have also offered you On y mail how I am will to assist and not just saying sorry can't help.

What Branded clothing are you referring to CAP .Shirt ?. And there is no R15000 assistance due to you ma-am as myself and Nicollet has explained this to you, ONE MAIL and when you signed the contract .

Chris with all that you have gathered do you need more time to investigate, if not kindly provide me with a detailed resolution/ verdict to this matter?

Thank you,
Prudence Molekwa

From: Chris Harmse [mailto:[protected]@mcmotor.co.za]
Sent: Tuesday, 23 January 2018 16:11
To: Prudence Kagiso Molekwa ; Thomas Lekolwane
Subject: RE: Formal Complaint

Hi

We do not do validations form or side .

The bank is the only persons that may do it.

The banks are stick and one must understand why .Our dealership and many more receive allot of fraudulent applications and they have processes to follow .

SO I cannot say why they did not conclude your transaction

Regards

From: Prudence Kagiso Molekwa [mailto:[protected]@ukzn.ac.za]
Sent: Tuesday, January 23, 2018 4:07 PM
To: Chris Harmse ; Thomas Lekolwane
Subject: RE: Formal Complaint

Hi Chris,

Thanks for pointing this out, please refer to my response in one of the emails where I pointed out that VW Finance did not do validation /valuation/ vatting, due to dates on my Offer letter of employment and Employment contract being different and THEY did not even contact my employer nor myself for clarity.

Thank you,
Prudence Molekwa

From: Chris Harmse [mailto:[protected]@mcmotor.co.za]
Sent: Tuesday, 23 January 2018 15:56
To: Prudence Kagiso Molekwa ; Thomas Lekolwane
Subject: RE: Formal Complaint

Good Day

Please keep in mind that our adds and all our T&C are that a deal is subject to VWFS .

Your deal was approved at VWFS bud failed valuations .

As I per my understanding with Nicolette you gave the go-ahead with standard bank because of the need of a vehicle .

We do not get any assistance from other banks and there for I cannot give a cash back

Regards

From: Prudence Kagiso Molekwa [mailto:[protected]@ukzn.ac.za]
Sent: Tuesday, January 23, 2018 3:45 PM
To: Thomas Lekolwane
Cc: Chris Harmse
Subject: RE: Formal Complaint

Good day Thomas,

How do you explain the phone conversation were you called me and said " I have good news for you Miss Molekwa, you will receive R15 000 Finance Assistance. Can I go ahead and request the contract"?

Thank you,
Prudence Molekwa

From: Thomas Lekolwane [mailto:[protected]@mcmotor.co.za]
Sent: Tuesday, 23 January 2018 15:40
To: Prudence Kagiso Molekwa
Cc: Chris Harmse
Subject: RE: Formal Complaint

Good Day Miss Molekwa

Remember VWFS refuse to validate the deal because of your contract and the was one bank that can make the deal happen, which is standard bank.
I told you that we only assist with R15 000 on VWFS APPROVALS, but your deal didn't make it because of your work contract.

From: Chris Harmse
Sent: Tuesday, 23 January 2018 2:14 PM
To: Thomas Lekolwane
Subject: FW: Formal Complaint

Please respond the mail

What was the arrangement I am now getting tired of this, and you are just sitting and looking ?

From: Prudence Kagiso Molekwa [mailto:[protected]@ukzn.ac.za]
Sent: Tuesday, January 23, 2018 1:12 PM
To: Chris Harmse ; Nicolette Sidaki ; Thomas Lekolwane
Cc: [protected]@gmail.com
Subject: RE: Formal Complaint

Good day Chris,

I read your email again, and I was able to comprehend that you meant to write the following as your dealership resolution: The only thing you can do: I can enjoy the vehicle and the day when I want to trade it in you can assist for example, you pay will pay me on a 2018 model and not on a 2017. When I decide to buy another vehicle I should contact you and you will make sure it gets done .

I will await feedback on the below from your team:
Thomas Please give me feedback on the the VW Branded clothing as promised, and the VW financial assistance of about R15 000 or so (Thomas please confirm the figure).

Was the assistance used for Rate or what was the arrangement on this . Nicolette was it on a scheme .

Thank you,
Prudence Molekwa

From: Prudence Kagiso Molekwa
Sent: Tuesday, 23 January 2018 12:29
To: 'Chris Harmse' ; Nicolette Sidaki ; Thomas Lekolwane
Cc: [protected]@gmail.com
Subject: RE: Formal Complaint

Good day Chris,

Kindly see my query below:

From: Chris Harmse [mailto:[protected]@mcmotor.co.za]
Sent: Tuesday, 23 January 2018 10:51
To: Prudence Kagiso Molekwa ; Nicolette Sidaki ; Thomas Lekolwane
Cc: [protected]@gmail.com
Subject: RE: Formal Complaint

Good Day

We cannot change the year model . It was send to the bank like that on the contract you signed . Cannot change it at all.

I don't understand why the Joy and love you hade for the polo TSI is gone, As the vehicle is in 100% driving condition and you have no mechanical problem . If you had I would have understand .

The only thing we can do as we said .You can enjoy the vehicle and the day when you want to trade it in I can assist EG . I pay you on a 2018 model and not on a 2017 .You can see that we are willing to assist and not just say SORRY your Problem . Assist EG? Pay me on a 2018 model and not a 2017?

So when you decide to buy another vehicle contact me and I will make sure it gets done .

Thomas Please give me feedback on the the VW Branded clothing as promised, and the VW financial assistance of about R15 000 or so (Thomas please confirm the figure).

Was the assistance used for Rate or what was the arrangement on this . Nicolette was it on a scheme .

Regards

From: Prudence Kagiso Molekwa [mailto:[protected]@ukzn.ac.za]
Sent: Tuesday, January 23, 2018 10:39 AM
To: Chris Harmse ; Nicolette Sidaki ; Thomas Lekolwane
Cc: [protected]@gmail.com
Subject: RE: Formal Complaint

Good day Chris,

No one from your side has went out of their way to focus on the evidence and facts provided forth, nor apologised to me. This experience has taken all the joy, love and excitement I had for this POLO TSI.

I hereby confirm that via courier I received the license disc, and the number plates without screws and bolts now I have to take my time and use petrol to go to the nearest VW for assistance

How I would like things to be put right is for me to have my 2018 model as advised that it was possible, the VW Branded clothing as promised, and the VW financial assistance of about R15 000 or so (Thomas please confirm the figure).

I am certain that in whatever decision you take, you will have best interest for me as your client.

Thank you,
Prudence Molekwa

From: Chris Harmse [mailto:[protected]@mcmotor.co.za]
Sent: Tuesday, 23 January 2018 10:16
To: Prudence Kagiso Molekwa ; Nicolette Sidaki ; Thomas Lekolwane
Cc: [protected]@gmail.com
Subject: RE: Formal Complaint

Good Day

We have informed you about the processes and why it was done.

Can I please ask you what is your expectations .What would you like us to do.

We cannot change the registration even if we wanted to .You have signed a contract were its stats as 2017 and your insurance you have arranged .

Please inform so I can get this shorted .

Regards

Chris

From: Prudence Kagiso Molekwa [mailto:[protected]@ukzn.ac.za]
Sent: Tuesday, January 23, 2018 10:08 AM
To: Nicolette Sidaki ; Chris Harmse ; Thomas Lekolwane
Cc: [protected]@gmail.com
Subject: RE: Formal Complaint

Good day Nicolette,

I am quoting you " The car gets registered when you take it and that can't be changed even the contract you signed says 2017 that can't be altered".

As advised my car was only registered in January 2018, please double check?

Furthermore more you said "The only thing we can do is assist if you want to trade in the car for a 20148 one".

Is this your final resolution on this matter or that of VW Acardia at large on this matter?

Thank you,
Prudence Molekwa

From: Prudence Kagiso Molekwa
Sent: Tuesday, 23 January 2018 09:54
To: 'Nicolette Sidaki' ; Chris Harmse ; Thomas Lekolwane
Cc: [protected]@gmail.com
Subject: RE: Formal Complaint

Good day Nicolette,

I am really happy you responded, and trust this finds you well.

On Monday, the 27th November 2017 I came to fetch my car I was not furious nor concerned that I was not going to leave with the car and Nicolette myself and you did not have a conversation regarding KZN or you having to assure me that I will take the car as I was not desperate my dear little do you know that I was also approved for a NEW BMW 1 Series darling. The only conversation I had with you was when Thomas called you in his office, you came with your bags ready to go home, he asked that you please correct the date error on my contract of which you made an additional error causing me a huge inconvenience having to return the following day to come and sign the amended contract you did not even go out of your way to empathise with me and maybe suggest someone brings the contract to me or maybe it be sent via email. Furthermore, I asked you to explain the "VW financial Assist" as Thomas sold the idea to me upon requesting my approval to request the contract, you then gave me your understanding of how the VW Financial Assistance works and I told you that all three people I've dealt with at VW Acardia gave me a different explanation.

My darling I did not insist on taking the car before leaving for KZN, because I even said to you that I was willing to withdraw the sale because I am was not desperate as I had other alternatives, also because I came all the way from JHB only to find errors on contract with no one to take their time in ensuring that I receive the good service on the day, furthermore I was furious because of the false information regarding the VW Finance Assistance I was promised. I DID NOT withdraw because even though Thomas had caused this he was able to own up, be professional and friendly. I was vocal and really excited about my new job in KZN, I also threw a birthday and farewell party hence you know about KZN. I am a very bubbly person that is why I did not take your rudeness to heart.

If your dealership has cameras, please pull the footage for 27th to 28th November 2017 and enable audio if that is possible?

Yes I have been driving the car, but what is nice is within 24 hours of collection my Sales person Thomas confirmed that his Manager informed him that it will be possible for them to register my vehicle as a 2018 model, however I should bear with them as the registration will only be done January 2018, PLEASE REFER TO SMS SCREEN SHOT ON PREVIOUS EMAIL.

Being emotional about this matter is not professional Nicolette, as the fact that I was told and promised that 2018 registration on my VW POLO TSI will be done. Can someone please take accountability, and the dealership to do right by me?

I just need a resolution from your side regarding this matter?

Thank you,
Prudence Molekwa

From: Nicolette Sidaki [mailto:[protected]@mcmotor.co.za]
Sent: Tuesday, 23 January 2018 09:16
To: Prudence Kagiso Molekwa ; Chris Harmse ; Thomas Lekolwane
Cc: [protected]@gmail.com
Subject: RE: Formal Complaint

Hi Prudence

With regards to the 2018 registration you insisted that you wanted the car before you left for KZN. You were furious and concerned the day you came here that you were not gonna leave with the car even I had to assure you that you will take the car asper your wishes, and that time you knew that the car was a 2017 car. After driving the car so far I'm surprised that you want us to revert the registration and make it 2017, the law doesn't allow that. Taking the car in 2017 meant registration was 2017 unless you were willing to register it in 2018 but you needed the car. Please note that we are not able to then make the car a 2018 because you took it and drove off with it in 2017. The car gets registered when you take it and that can't be changed even the contract you signed says 2017 that can't be altered. The only thing we can do is assist if you want to trade in the car for a 20148 one.

Thank you and kind regards

From: Prudence Kagiso Molekwa [mailto:[protected]@ukzn.ac.za]
Sent: 23 January 2018 08:59 AM
To: Chris Harmse ; Thomas Lekolwane
Cc: [protected]@gmail.com; Nicolette Sidaki
Subject: RE: Formal Complaint

Good day Chris,

Please confirm if this is your final response regarding my complaint or you are investigating and will revert back to me?

Thank you,
Prudence Molekwa

From: Prudence Kagiso Molekwa
Sent: Friday, 19 January 2018 15:39
To: 'Chris Harmse' ; 'Thomas Lekolwane'
Cc: '[protected]@gmail.com' ; 'Nicolette Sidaki'
Subject: RE: Formal Complaint

Good day Chris,

You advised Thomas that VW Pretoria Arcadia will be able to register my POLO TSI in 2018 as a 2018 model and he gave me a call to inform me about this great news. How I would like things to be put right is for me to have my 2018 model, the VW Branded clothing as promised, and the VW financial assistance of about R15 000 or so (Thomas please confirm the figure).

Your dealership has caused me a great deal of stress and headaches:-
You guys took my joy away. I was starting a new Job in Durban, looking forward to enjoying my new car, and new life, but you guys have been taking me from pillar to post since I signed the Contract, where the dates of first installment were wrong, there was no one to rectify on the 27 November 2017 as the finance ladies were in a hurry to knock off, the lady who did try made an additional date error and advised me to come in the following day to sign another Contract not taking into account the inconvenience regarding my time, petrol, car millage. I don't know why but few weeks later I got involved in the VW Pretoria Arcadia affairs to write a report, but because I am a good person I wrote the email stating the nature of events to Thomas. Since the first day I collected my vehicle it had a pop up message " km/h Winter tyres: 30 km/h exceeded" and it will bip a sound I then sent my sales person Thomas a WhatsApp to ask for assistance he took me through the menus on the vehicle but to no success and advised that I check the vehicle manual or go to the nearest VW in KZN, of which I did. I then kept calling and texting without anyone keeping me updated regarding delivery from courier. Now you're adding an additional BIG stress to me and aggravating this matter by saying "Please do understand it is out of our control and for the reason we keep the vehicles at the dealership till Mid December and January to prevent case like this." While I was never informed of this, if only anyone of you had informed me prior that the registration of my vehicle collected on 27 November 2017 to be a 2018 model can only be done if not collected from the dealership!

Please confirm if this is your final response regarding my complaint? If not, kindly escalate this or investigate if need be, I will then give you 8 weeks to investigate my concerns before contacting The Motor Ombudsman?

Thank you,
Prudence Molekwa

From: Prudence Kagiso Molekwa
Sent: Friday, 19 January 2018 14:06
To: 'Chris Harmse' ; Thomas Lekolwane
Cc: [protected]@gmail.com; Nicolette Sidaki
Subject: RE: Formal Complaint

Good day Chris,

Kindly see my responses below, and the attached screen shots of my conversation with Thomas.

Thank you,
Prudence Molekwa

From: Chris Harmse [mailto:[protected]@mcmotor.co.za]
Sent: Friday, 19 January 2018 12:05
To: Prudence Kagiso Molekwa ; Thomas Lekolwane
Cc: [protected]@gmail.com; Nicolette Sidaki
Subject: RE: Formal Complaint

Good Day Prudence

Apologies for the late responds as I was on training the entire week and have lots to catch up . I appreciate the response and intervention.

What you say below can only be possible if the vehicle stays at the dealership premises I was advised by Thomas that my car will be registered in 2018 as a 2018 model, I have an sms to prove this.

However we did do some for clients but buy law, the vehicle has to be on the dealership possession. We have cases were the vehicle was registered in 2018 but the license department backtracked the registration to 2017 due to the vehicle crossing a E-toll and toll gates . I was never informed that the vehicle had to be left on the dealership possession.

Have you passed E-tolls and or Toll gates, this might be the case for the 2017 reg . Yes

Please do understand it is out of our control and for the reason we keep the vehicles at the dealership till Mid December and January to prevent case like this. Should I take this up or you will investigate and do right by me, please refer to the attachments of my sms and Whatsapp conversations with Thomas Lekolwane? Had I suspected any misrepresentation I would have recorded the phone calls as well.

Regards to the T-shirt and cap did you receive the items from Thomas if not I will arrange this ASAP. No I have not. Will really appreciate it.

I will investigate this and give feedback ASAP.

Kind Regards

Chris Harmse
New Vehicle Sales Manager
McCarthy Volkswagen Arcadia
470 Stanza Bopape Street ( Old Church Street )
Arcadia
E-Mail : [protected]@mcmotor.co.za
Tel: [protected]
Cell: [protected]
Click on the link to Visit our Virtual Dealership
http://www.vpix.net/463414

From: Prudence Kagiso Molekwa [mailto:[protected]@ukzn.ac.za]
Sent: Friday, January 19, 2018 9:54 AM
To: Thomas Lekolwane ; Chris Harmse
Cc: [protected]@gmail.com
Subject: Formal Complaint
Importance: High

Good morning Thomas,

I trust this finds you well.

I received a parcel from courier yesterday 18 January 2018 after calling, whatsapp, sms, and emailing you countless times. I have not opened it though it looks like number plate.

As you advised that the Natice is not yet available, please note that when I came to pick up my vehicle by your dealership the following day on 28 November 2017 when I came to sign the contract you confirmed that your Manager advised that it will be possible for you guys to register my car only in 2018 as a 2018 model.

Otherwise as I said to you, I would have waited and only purchased or collected the car in January 2018 as I was not desperate because BMW and mercedes benz had also approved my application.

You made empty promises since the day I collected my POLO TSI 27 November 2017, that you will register my car in the new year and send me a copy of Natice showing that it is a 2018 model, you will courier the licence disc, number plates, VW Branded Cap and T Shirt.

I agreed to the deal because you sold to me the idea that I will get financial assistance towards my POLO TSI, from VW Finance.

Should I be worried that you guys did not register my car as a 2018 model, because if that's the case I will report you to the Motor Ombudsman, and Call the Citizens Advice consumer helpline and tell them you want to report a trader to Trading Standards?

Thank you,
Prudence Molekwa

From: Prudence Kagiso Molekwa
Sent: Friday, 12 January 2018 12:33
To: '[protected]@mcmotor.co.za'
Cc: '[protected]@gmail.com'
Subject: RE: KZN Address

Shipper Name
Miss Prudence Kagiso Molekwa
University of KwaZulu-Natal
Howard College Campus-Durban
238 Mazisi Kunene Rd, Glenwood, Durban, 4041
College of Agriculture, Engineering & Science
Room G01S, South Building
Ground Floor
[protected]@ukzn.ac.za
Tel: [protected]
[protected]

From: Prudence Kagiso Molekwa
Sent: Thursday, 11 January 2018 16:22
To: '[protected]@mcmotor.co.za'
Subject: KZN Address

Shipper Name
Miss Prudence Kagiso Molekwa
University of KwaZulu-Natal
Howard College Campus-Durban
College of Agriculture, Engineering & Science
Room G01S, South Building
Ground Floor
[protected]@ukzn.ac.za
Tel: [protected]
[protected]

Hi, I bought a 2016 VW polo vivo reg: HD12YHGP
at VW Wonderboom in November 2017. I complaint about the noise coming from my front suspension to the salesman who asked me to bring the car to be checked which I did about a week later. Nothing out of the ordinary was picked up which I did not understand as the noise was so unpleasant when applying brakes in reverse motion.

A few days later, I received a call from a customer services agent whom I raised the issue with as well as the tires issue I had. She advised that she will raise the matter internally and I'd receive a follow up call which I did not.

The issue remained until I had to take the vehicle in for a 45000km service at VW at VW Silver Oaks. I mentioned the issue again hoping that it would be picked up what is actually wrong with the car as its now at a different branch however this was not the case.

I recently took my vehicle again for a 60000km service at the same branch and still the cause of the funny noise was not diagnosed instead I was advised that my break pads were almost worn out and had to be replaced. Since they could not be covered on service plan I therefore asked my service adviser that I would bring the vehicle a week later for brake pads.

I decided to buy the pads myself, rather have them replaced and would only pay for labour which would be much lass than what was quoted. Since I could not secure a booking as I now work in the East rand I decided to visit my personal mechanic in Boksburg to exchange the pads for me and as the noise has since got worse.

Initially I thought the noise was coming from the worn out pads as advised but my mechanic realised as he goes through that the right side suspension stabiliser arm was completely loose which immediately explained why there had been a terrible noise as I drove in a bumpy surface. This was also the case when he checked the left side and it turned out that my worn out pads as advised were actually 50% half way.

Logically the arm was nearing a point where it would completely disconnect and the end result being fatal. I'm therefore disappointed in this and request the matter being addressed further.

I can be contacted on
cell: +[protected],
email: [protected]@dontwaste.co.za

Please see attached photos.

Regards
Thabo Boshomane

Good day,

I bought a VW Polo 1.2 Highline at your branch in Silver Oaks -
December 2017
[protected] / [protected]
Firstly he delivered the car with an expired license disc (June 2017), after me begging for a temporary number plate and the Natis paperwork i received it finally after a long time period.
i Received a FAULTY remote controlled toy car (the reason why i took the deal for my sons birthday) and when i wanted to test it - it was not able to drive, he then refused to replace the car so i had to get an electrician to solder one of the boards. breaking the windscreen in the process, so i had to give my child a broken gift for his very first birthday!
Then after promising me they will refund me for all the licensing and number plates that was not in place during the time of delivery.
Got at the License offices and they told me to take the car for a roadworthy test which i was never informed that will expire - i had to pay R400 for the test and the licensing was R336, Number plates R320. all this was sent to your sales executive Neldo Steenkamp at Silver Oaks.

Please provide me with his direct line manager or customer care who can refund me as promised - this is resulting in a very bad image for your service.

Call me on [protected] - Jeandre Boonzaaier

I bought the VW Amarok as demo from Witbank McCarthy VW on the 23 February and took delievery the same. The following needed attention on the car broken fog light, car registration to change to my address which is gauteng and Car spare keys. the salesman promise to ship in the mention : Fog Light, Registration document and the Car Spare keys . till today 19 March 2018 I haven't receieve anything every time I call the salesman is either he doen't answer his phone. when change use another number he says he will call me back .

I bought a vehicle almost a month ago from Bidvest Mccarthy VW Constantia. When I enquired about an vehicle a sales executive gave me a call and said that he could give me a good deal on a Polo TSI Highline with Sunroof and DSG. He also said that I would not pay installments for two months and my first installment would be end March. It sounded to me like a great deal and so I took my trade in vehicle to him the same afternoon for evaluation. On arrival he told me that he does not have a polo with Sunroof and DSG but he can give us one without a Sunroof and DSG. Luckily my wife who's car it would be does not mind a manual and we accepted the proposal because my wife would get a new car and I would have two months of instalments to save.

When we went to collect the vehicle and sign the contract I saw that my first installment due was end February. I confronted the sales executive and only received excuses, so I signed the contract feeling forced because everything was done and ready.

Three weeks on and the end of the month came 26/01/2018 and the vehicle we traded in installment went off from my account. I made contact with the sales executive and he said that the vehicle was settled on 25/01/2018. The sales executive mentioned that when ABSA settles the vehicle that it will go into credit and I will be reimbursed. I told him that I wasn't satisfied and wanted to know when I will receive the amount of my installment into my account. The sales executive said that my credit would be finalized before end of business the same day. (I was then under the impression that VW Constantia would reimburse me)

On Monday 29/01/2018 I phoned ABSA Vehicle Finance to find out if the vehicle was settled and then found out that the vehicle was not settled. I made contact with the sales executive and he assured me that everything would be settled the same day including the credit on my installment.

On Tuesday 30/01/2018 The sales executive sent me proof of payment that the vehicle was settled and assured me that they would handle the payment owed to me by no later than 31/01/2018

On Wednesday 31/01/2018 the sales executive sent me an e mail where the new car sales manager and Assistant Department Manager was copied in stating that they had until 30/01/2018 to settle the vehicle and I should phone ABSA on the 03/02/2018 to find out if ABSA has settled the vehicle and when I can expect my credit (installment) otherwise he would call them. I replied by saying it is unacceptable that I need to wait for my money because they took three weeks to settle the vehicle and also pointed out where the sales executive lied to me more than once.

On Wednesday 31/01/2018 the new car sales manager replied to the e mail saying that he is really sorry and that everything will be corrected immediately. I replied to the new car sales manager and stated my frustrations in this whole story.

On Thursday 01/02/2018 24hrs after the last e mail sent to the new car sales manager, I had no reply from him or anyone from VW Constantia.

Never in my life was I so unsatisfied with a car dealer in my life. I really wish there was a way that I could return the vehicle and rather go to another VW dealer where I would not be lied to and be put under false impression from the sales person to sell a vehicle. Being Volkswagen I thought that the people would at least been honest but I was proved wrong. I also thought that management would have been more involved since they knew about it.

Please be assured that I will not purchase a vehicle from VW Constantia again.

I bought a 2014 Polo in December 2015 from McCarthy Middelburg master cars. On Sunday the 28th of January 2018 after filling the petrol tank there was smell of petrol fumes as I drove from Middelburg to Balfour. When I arrived in Balfour we inspected the car only to find out that it was leaking petrol on the petrol pump which is situated right under the rear passenger seat. I then took it to NTT VW Heidelberg where it was discovered that the seal was damaged. My question is should I pay for this safety defect since the car's warranty apparently expired in November 2017?

I booked my car last of last week Wednesday at vw Arcadia for not starting and on Friday same week they called and telling me it was fine, I drove it on Friday, Saturday morning it did the same problem of not starting, they towed it to the Arcadia it stays there for the whole week and telling me that they think it might be a pump which they have order it and replace it. I collected the car on Friday and the same thing happened on Saturday morning., they towed it to Arcadia again, still today I don't have a car and they're not even assisting me with a car to be mobile.

Good Day

I bought the car on the 31 August at McCarthy Gezina their number is [protected] and they sold it to me with out service it. Now the car is due for service and is less than 3 months having the car which I feel is not fair. I call them they said I need to pay for it which they suppose to do it. I'm not happy with the service cause now when I check with Ford for service it need r4200 to service it. Please advice what need to be done in such case. My number is [protected]/[protected]. Now one of my friend is looking for a car I'm afraid to refer her to McCarthy cars with the experience I have.

Regards
Elizabeth

On the 19th of September 2017 my husband ordered parts from Mc Carthy Germiston. We had to pay before the parts could be ordered so an eft was done same day and mailed to Moses.Estimate invoice no. M10 for an amount of R602.70. Upon receipt of the parts my husband realised that the parts was not right so we returned it on Saturday 23.09.2017.We were told to mail our banking details to Sias with a copy of my husbands id which was done the following Tuesday. After several emails and no reply I got a call from Sias 2 weeks later to ask me for the details again.I mailed it again. Then he wanted
proof of banking details.Why now? after 3 weeks still no refund? Is this how you treat your customers.Just ignore them and the problem goes away?

My name is nokuthula nkosi I am a director of sinonkosi auto glass, we where repairing the stone chips at vw west gate, the business was to slow I think because of the season so I was blamed because of that and I was kicked out of the dealer, the people who are doing the job they said they bad mouth us so that mater they could not give us a chance as a small business and those people they have connections more than us and they where well known by the branch manager all of mccarthy they are working in johannesburg and pretoria that company name is springs auto glass t/a national auto glass menlyn, they know dion from audi menlyn he was a dp that time, in my knowledge I know that when you have to be kicked at the dealer is because you have no customer service but I did because the was no complain in the pass year while I was working. I only think is because is the colour of my skin that give me the problem.

Good day I bought a VW polo gti 2013 dsg vehicle. Registration nr: CK55NYGP from Silver oaks mccarthy volkswagen in pretoria on 30/03/2013 brand new. Eversince I bought the vehicle I have experienced continuously problems with the parts inside of my the vehicle, like first it was the battery that needed to be replaced in the 1st 6months. Thereafter it was engen pistons that needed to be replaced.

During the 1st 3years it was just one problem after the other. Last week on 27/07/2017, I drove home from work which is approximitely 30km's and when I just entered my house, the car suddenly didnt want to change gears. Now Silver oaks VW tell me that I have to pay for the labour up to R4000 and they will cover the parts. My problem is that I am paying alot of money of up to R5500 on a monthly basis and never ever skipped a payment and this is the worst experience I have ever had with VW and will never recommend it to anyone ever.

My car has like 87000km's on the clock and after 4days the control unit needs to be replaced. I am not leaving this matter, as this has been going on ever since I bought this brand new vehicle and if I want to sell it, I will get like peanuts for the car due to the rotten history of the vehicle. I have never ever even been in an accident and this is a disgrace to not get worth for my money and need assistance urgently please

I live in South Africa own a WV Caravelle 4motion 2011 model. Absolute stunning vehicle and indefinably one of the most comfortable vehicles I ever owned BUT:

Unfortunately VW service in South Africa is far from what an expensive German brand should be; more like to be in the cheap Chinese pirate brand bracket.

I don’t live close to a VW dealership so there is no quick drive to the dealer if something is wrong with the vehicle. That’s why if we do book the vehicle for a service we make sure all faults or concerns on the vehicle is reported.

We booked the vehicle for a service and reported a dull tic-tic sound when you shift into drive. We collected the vehicle and paid for something the dealership fixed. Needless to say I tested the vehicle the next day and the tic-tic sound was still there.
We reported the problem and we were assured that there is nothing wrong with the vehicle. Time went by and the tic-tic sound got slightly louder, so we took the vehicle back again.

It took VW South Africa (Wonderboom) more than 3 weeks to get someone to look or open the vehicle. During that period the vehicle was send back and forth between VW Wonderboom and a VW approved gearbox service centre. Blandly the gearbox service centre refused to work on the vehicle after weeks of waiting. Finally week 4 VW South Africa approved that their Wonderboom branch look at the problem.

33 days later the vehicle was ready for collection. My wife and son tested the vehicle and now the power steering does not work! The WV Service manager says they did nothing the vehicle was just standing in their workshop. It’s not their problem.

I must say I have always been a very loyal VW supporter but if this is the type of service you give I cannot see myself driving in the VW brand again.

Really 33 days to fix the vehicle and then you get your vehicle back with other problems!

VW please explain to me how are you going to fix my problem!

Good Day

I trust you well
I am currently having issues with McCarthy Volkswagen Durban.

I purchased a brand new Polo Highline DSG. The vehicle was to be delivered to me on the 25/02/2017. The vehicle only arrived at the dealership on the 24/02/2017 and was rushed on to be delivered the next day.

The car had to be delivered with Smash n Grab and the Paint protection glaze.

*I picked up the vehicle with the paint protection not done correctly.
*Vehicle was not cleaned on inside( Sand and dusted was very visible)
*Glue marks from the plastic was still on the vehicle.

I was then asked to bring in my vehicle on Monday 27/02/2017 to have it cleaned out and also reapply the paint protection glaze.

Upon picking up my vehicle on Monday afternoon, there was visible scratches on my roof. This was now brought to the New car sales manager Angelo.

He inspected the vehicle and could see the scratches and stated that my vehicle needs to be booked in on Tuesday 28/02/2017 to have the roof polished. He assured me that this issue will be resolved and polish will be the solution.

Upon picking up my vehicle up on Tuesday afternoon, the scratches on the roof was still visible but now there were scratches on my bonnet and boot lid.

They now stated that they will have to get an outsourced repair center to get involved. My vehicle was taken on Thursday 02/03/2017 to Ross Champions. They stated that all that is required is to block and polish and my vehicle was booked for the 08/063/2017 by McCarthy VW DBN.

I was supposed to get a Loan vehicle today 08/03/2017 and also confirmation stating that this would be the last and final chance to have my vehicle repaired and that if my vehicle is damaged or painted during this process, I will not be accepting this vehicle.

I am still waiting for the loan vehicle and the confirmation letter but left my vehicle at the dealership this morning.

I have not received anything but headache from McCarthy DBN and will be forced to take this up legally.

Naheem Shaik
[protected]

Kindly note that I purchased a VW polo vivo from VW Durban in
> September 2015 and ever since I fetched the vehicle I have experienced
> problems.
>
> I complained about a noise at the rear and the vehicle went to the
> Bryanston VW 3 times and to which no response. The sales lady
> from VW Durban then advise its hard to work with the vehicle been in
> Jhb as they will work better when the car is in Durban, which I don't
> quite understand as its VW and anywhere in South Africa you should get
> the same service.
>
> I specifically took the vehicle with my own expense to Durban on the
> 28/29 of April which they kept the car 2 full days and the noise /
> squeaks is still on the vehicle which is unacceptable!
>
> I also complained about the guys when doing the service they chipped
> my door and spoke to the manager who advised on Tuesday which was the
> 03 may will be sorted in Johannesburg and its over a week and nothing
> done.
>
> This is absolutely annoying to keep running around and pathetic
> service knowing the vehicle was only 15000kms when purchased.
>
> I'm really not happy with the services by VW Durban nor with the
> vehicle and need to urgent assistance in coming to a amicable solution

I took my car for service 27/03/2016 at VW Arcadia for service. When my husband dropped the car it was in a good condition. We only took it for 60 000 Kilometres. He went to fetch it the same day.When he drove with the car immediately when he press the accelerator it started to cut.I called them on Monday and spoke to the service manager Jimmy who said I should bring the car back.They then said the coin plugs burned they have ordered the new one's that was on Tuesday.We must come Wednesday.Wednesday they called my husband and said they think the problem is with the injector they have ordered a new one.Till today they say they are still busy with the car.It seems like they do not know what is wrong with that car.What if they say they have fixed the problem.Then 1-3 years down the line the problem come back again.This so bad and I am not happy at all