Dear advisor. I'm hoping you...
Dear advisor. I'm hoping you can help. I bought a used vehicle, a 2001 BMW X5 from Forsdicks BMW in Johannesburg in December 2011/January 2012. The vehicle was said to be in ''outstanding condition with a full BMW service history''. The agreed price was R135000 (incl vat , tyre and mechanical waranty and on road costs). When the vehicle was delivered the finance agreements with MFC were signed. Having taken delivery , there were various faults with the vehicle which the used sales manager and sales rep promised to resolve at their cost. To date much of this has not been done. Even the licencing and allignment (part of the on the road costs) I had to do myself. I have pages of email communication back and forth confirming this. The dealer later explained that they did not want to do the agreed repairs because it would cost them too much. About 2 months ago they suggested they find a replacement vehicle in better condition at a similar price , pay out MFC and trade in my vehicle for this relpacement one. They asked to have until end October to find this replacement car. To date they have not found a suitable replacement. I visited the dealership at the end of Oct and they showed me only 3 vehicles, all around R200000. Far more than the agreed replacement vehicle's ideal value. What can I do to get them to either do the repairs which were promised or supply a suitable replacement vehicle at a similar cost as agreed? Kind regards, Brett
I've added some of the recent email with the new used car sales mangaer at BMW's correspondence below(best to read from bottom up). In addition please note the the R135 000 all inclusive agreed purchase price was not what the finance deal totaled. An additional R18 000 for vat was added after the deal was agreed with the dealership. I siged this finance doc in haste and missed this error:
Hi Johan .
Please come back to me with some options to consider.
I saw the 2005 120d auto you have on autotrader. Marc also mentioned this option. Please send me the details of the deal on offer on this car too.
Sent: 05 November 2012 12:05 PM
To: [email protected]
I hope you had a good weekend.
I haven’t heard back from you. Is there any news on a trade in option for me?
Is it possible to do a better deal on the 523 or 323 ?
Please come back to me .
Sent: 01 November 2012 12:41 PM
To: [email protected]
I’m really hoping we can resolve this whole issue soon.
Just to recap:
In the first week in October we discussed telephonically my unhappiness with my vehicle purchased and the service I’ve received from Forsdicks Sandton. Almost everything in this deal from the amount of calls I’ve had to make and emails sent to get responses to having to complete the licensing myself including buying number plates , the promised repairs not being done to the failure to find a reasonable replacement vehicle has all been unacceptable.
When I first brought this complaint to you , you initially told me to take the car to Forsdicks BMW in Pinetown and get them to repair/replace everything that was wrong on the car to my satisfaction.
A few days later you called back , after you’d spoken with your DP and other collegues , and said that it would probably be too expensive for BMW to repair the car to an acceptable state. You asked me to give you until the end of the month of October to find me a suitable replacement vehicle. You promised that Forsdicks Sandton would do a ‘’finance swap’’ of some sort. Essentially , BMW would settle my finance on the X5 (which includes the warranties ) and sell me another vehicle of my choice in better condition at a similar price.
We agreed that if a suitable alternative was not found by the end of October that BMW would attend to all the repairs , etc for my X5.
After I called back a few times during the month to chase up you said that you had found a good X3 2.5 Auto which you would sell to me after settling the finance on my X5 and that my monthly payments would only work out about R300 more than I am paying now. I never heard back from you on that potential deal.
This last Monday ,29 October , I came to Forsdicks Sandton from Durban to see you as we’d arranged telephonically the week before. Unfortunately you were too busy and couldn’t meet me. You asked me to deal with Mark , which I did. Mark informed me that he’d sold the X3 you’d spoken about a week ago. Mark showed me 3 other vehicles (a 323 , a 523 and a 525) but all were in the region of R200 000. This is far more than I want to spend on a replacement vehicle. The arrangement was to find a replacement vehicle at a similar price to what I paid for the X5 which would be around R130 000. I also asked Mark to tell me if BMW Sandton had any other brands of vehicles which would be suitable but he said there weren’t any. It appears to me that my replacement vehicle choice is very limited and could be limited to those vehicles where BMW stands to make further profit rather than satisfy an unhappy customer.
This is becoming very frustrating Johan and I don’t feel that BMW is serious about addressing my complaints. Further contributing to my problems , now the X5’s low beam left headlight has stopped working ; the boot unlocks at random on its own and there is a rattle in the front passenger door. Annoyingly , the PDC just beeps non stop when the car is put in reverse too.
Most importantly , the spare rim – a safety item , which has been cracked since I took delivery has still not been replaced as promised. I intend to use this vehicle to travel to the eastern cape for work in 2 weeks time and will be stuck on the side of the road in the Transkei if I have a problem with a wheel on the journey!
At this point I must insist that BMW take action to resolve this issue and find a suitable replacement vehicle for me as promised or repair my current vehicle to my satisfaction. Within Forsdicks’ wide network of dealerships , it surprises me that a suitable replacement vehicle can’t be found.
Please respond on the way forward here.
Sent: 26 September 2012 03:52 PM
To: '[email protected]
Subject: FW: Fuel issue with X5 and more
Please give me a call once you’ve received this so that we can talk through it together.
Since this email I’ve :
- Had the not starting issues resolved at BMW Pinetown – it was an airflow sensor. However they’ve advised me of a rough engine noise which they suspect is an engine cover and/or belt tensioner which must be sorted out.
- Had the spare rim repaired at my cost R350 but as discussed it cracked as soon as air pressure was put in the tyre. The service centre advised me that it is unsafe to repair.
- The dent on the front bumper and paint on the c pillar was repaired at BMW Sandton’s cost – R1600. But I had to run around for reasonable quotes in Durban.
- BMW badge on the bonnet was replaced by BMW Pinetown
- Floor mats were replaced by BMW Pinetown
- Gone to the licence dept to complete the licencing process which BMW did not complete and paid around R600 for this .
I am still waiting for :
- Repairs to the radio
- Door rubbers to be replaced
- New roller cover for the boot
- I also requested all the invoices / reports /additional service records for the car too. Also for the panel work and aircon repair ,etc just done by BMW prior to delivery and copies of the tyre and mechanical warranty agreement brochures too.
- Kidney grill is still loose
- BMW to advise on engine noise picked up at BMW Pinetown.
- BMW to advise on reimbursement for the licence fee I paid.
- The delivery valet which was promised by Jason and Dick
Sent: 22 August 2012 01:58 PM
To: 'XXXXXX(Forsdicks Sandton)'
Cc: XXXXXXXX (Forsdicks Sandton)
Subject: Fuel issue with X5 and more
As we discussed last Saturday , I’ve taken my car into Forsdicks BMW in Pinetown to address the car not starting issue.
To add to my problems , after being in JHB and leaving the car at home from Saturday till today , I found the car this morning with a nail puncture and the tyre totally flat.
When I tried to change the tyre I found that the lock nut attachment was missing and that the spare rim has a huge crack straight through the one spoke !
Being unable to change the tyre I used a can of inflating foam to get to a tyre repair centre a few kilometres away and later BMW and repaired the tyre and bought a lock nut attachment at my cost from BMW Pinetown but I am concerned that the spare rim can’t be used.
This morning I managed to start the car and get it to BMW Pinetown’s workshop.
The error message states : ‘’FUEL INJECT. SYSTEM’’ .
I have booked the car in for diagnosis with after sales assistant, Donovan with the help of workshop foreman , Nolan.
They suspect the fuel pump.
They will look at the car tomorrow or Friday.
While I appreciate all your help and eagerness to address problems and getting this vehicle to a proper state I keep getting disappointed in my purchase.
Yes ,I appreciate that there is risk in buying a vehicle on faith from photos and discussions over the phone but I must trust in the reputation of Forsdicks BMW.
I was assured that the vehicle was in excellent condition for its year model and the photos showed the same .
However since taking delivery I’ve struggled with the following faults in the vehicle(which you are already aware of) :
- The paint is badly damaged on the right C Pillar behind the rear window. It looks like all the paint is peeling away. This wasn’t visible when I took delivery because the car was wet from the heavy rain in Durban yesterday.
- There is a prominent dent in the front bumper where it meets the left front door.
- The BMW badge on the bonnet is completely ruined. I remember you said you’d replace that on a call we had.
- The alignment was out and pulling slightly to the left but I have already taken the car to a tyre fitment centre to fix this myself.
- The radio does not play CDs . The ‘’mode’’ button doesn’t seem to work.
- The door rubber on the bottom of the front left door are falling off.
- The roller cover in the boot is missing.
- The front rims are scuffed but I can live with it. Don’t worry to repair.
- Front driver’s mat has a deep hole from a ladies high heel shoe.
After forwarding you this list of faults on 7 August you said you’d courier me :
- The BMW bonnet badge
- Boot roller cover
- Drivers floor mat
I am still waiting for these parts.
I also requested you send me all the invoices / reports /additional service records for the car too. Also the panel work and aircon repair ,etc just done by BMW prior to delivery and copies of the tyre and mechanical warranty agreement brochures too.
I am still waiting for these documents too.
In addition to the above I need to note that :
- The left kidney grill has fallen off.
- Door rubbers on the front passenger and rear right doors have come loose.
It honestly feels like this car is falling apart around me !
Finding that just 2 and a half weeks after taking delivery that the spare wheel (replacement cost at BMW Pinetown of R4700) is not safe to use ; the car won’t start 9 times out of 10 with a ‘’FUEL INJECT. SYSTEM’’ error message and all the other issues listed above really sours this buying experience.
Please consider that I am still grateful that you have offered to repair the paintwork and radio as well as courier the damaged or missing parts but I am the one running around to make this happen.
Even the promised valet hasn’t happened yet.
Please contact BMW Pinetown to assist in resolving the issues I’ve raised and courier all the documents and parts to them directly.
I hope we can resolve these problems quickly and I can finally be in a position to enjoy my newly purchased pre-owned X5.