Good day,
I had met an accident and my car was taken to Eastrand bmw for repairs.
I received a call from Ricky on Friday 26th of March indicating my car would be ready on Monday the 29th and was offered a delivery service or a pick up. I was impressed with the service offered and opted for BMW to pick me up. The arrangement was I would be picked up at my residence around 10am.
On Monday the 29th, I waited. At 10:15 I decided to call and find out how much longer it would be as I had scheduled my day in accordance to the pick up time.
I had left 2 voicemail messages and a message with Debbie for Ricky to call me back.
At 11:12 I call again and asked for Ricky. The call again went to voicemail. I called back and chatted to Debbie who then transferred me to Mark at the repair centre.
Mark indicated that he will check and get back to me. Mark honoured his promise and called me back indicating that my car was being polished. I unfortunately lost my temper and indicated that this was not what was promised and that I had to make calls to follow up on my car when arrangements was done to be picked up at 10am. I further indicated that I cannot wait longer and want my car to be delivered the following day at my residence as I need to move on with the rest of my day.
Five minutes later Ricky called me back and asked if he could get the car in the wash bay now and get some one to pick me up. I further indicated that I cannot and that I need my car to be delivered tomorrow. He then asked if there was a excess that needed to be paid to which I answered no I just need to pay for the 2 run flat tyres that I requested. He indicated that he is unable to release the car until payment is made. To which I indicated it’s not a problem and that the invoice must be e mailed to me and I will conduct and EFT there after will send through pop. He indicated that payment would need to reflect in order to release the car to which I agreed.
My complaint is around
1. A commitment was made and not honoured which subsequently has messed up my day.
2. I was not informed by bmw of the delay but instead had to call in myself to gain clarity of the delay.
3. Why does the client need to conduct the follow up? On Friday afternoon could the agent not see that the car was not yet polished. How could the agent make arrangements if the car was not 100% ready for a Monday morning pickup.
This has wasted my entire Monday morning and has placed additional strain on the rest of my day.
Is this how business is done at bmw eastrand? I am not happy and is rather dissatisfied with this morning poor service.