Broken Vehicle, Broken Process – BMW East Rand After-Sales Failure

I am extremely dissatisfied with my overall procurement and after-sales experience relating to a car sourced through BMW East Rand.

The vehicle suffered a complete engine failure barely one week after delivery, leaving me stranded. Despite this, I was left without a courtesy vehicle for more than a month, which I only received after repeatedly pushing and fighting for assistance — a level of service that is completely unacceptable.

This matter has now dragged on for over four months, with no meaningful progress. Communication has been poor, inconsistent, and reactive, and it seems that key staff being on leave is used as an excuse to stall action. Even when I proactively propose a suitable like-for-like replacement vehicle, the dealership appears to ignore the solution, leaving me financially and practically stranded.

I am still paying monthly instalments for a car that is broken, including ongoing insurance costs, and yet the dealership shows no urgency or accountability. This deliberate delay, coupled with a lack of transparency, is unacceptable for a brand of this size and reputation.