Poor Customer Care & Service Delivery

I took my vehicle in for an Aircon Micro-Filter and re-gas service at BMW Fountain circle (Pretoria) on the 20th Jan 2021. To my surprise the aircon gas was finished within a month later, I then called BMW Eastview nearest to Hoedspruit, since I had relocated due to work reasons.

Vehicle was booked in for the 24th Feb 2021 for the Aircon check-up/repair, off which I explained that the vehicle just came from aircon service a month ago in Pretoria. BMW Eastview called me later on the 24th Feb 2021 after checking the vehicle, informing me that they could not pick up any leakages on the vehicle's aircon system. I was then told to come fetch the car drive it, monitor any difference on the aircon and bring it back to them for further diagnostics and checks. I explained to them that my motorplan was about to expire shortly end of February. I was told to bring it back as soon as the gas runs out. Unfortunately I didnt notice any gas leaks since I hardly used the aircon after that, weather was changing to winter and I mostly use military transport going to work and back.

Started using the aircon shortly after October when it was getting very hot, which then the Gas ran out. I called BMW Eastview, and the vehicle was booked in for the 15th Nov 2021. I dropped off the vehicle and explained to Paul Petersen (Manager) that this issue was reported before motorplan expired, and I was told to "monitor" the gas. Paul advised me to expect to only pay for re-gas , stripping and assemble of dashboard, for an amount around about R4000. Which I was not happy about, because this matter was reported before motorplan expired, and they failed to properly diagnose and fix the vehicle.

I called BMW RSA to intervene and assist in the matter, the case was assigned to a Ms Zizo Mokotedi BMW Customer Service Specialist (012) 522 2934. Zizo proved to be useless to me as a client, she only interrogated me as to why it took this long to monitor the aircon gas leak from my side, off which I explained to her that I didn't use it regularly and only started using it more often just recently.

The vehicle was kept at BMW Eastgate for over a week, i called Paul for feedback. he told they still stripping the vehicle to confirm where the leak was. Which was found to be from the Aircon Evaporator, and they completely changed and told me its too expensive I need to pay R12000.00 instead of the R4000 that he mentioned previously, from a total amount of R16000.00.

I then called Ms Zizo from BMW RSA on the 24th Nov for assistance in this regard, she told me they will not be assisting on this matter any further I should take it up with Paul from eastview who adamantly told them that's the maximum discount the company will assist with.

I waited another week for my vehicle to be reassembled , and collect it on the 1st December without being fixed .

BMW RSA refused to enter into this matter in any way to assist me as a client. This aircon issue was reported to them before motorplan expired, and vehicle was sent to bmw with same aircon issue twice before motorplan expired and both times it was just re-gassed. Now they making it my issue because I could not have enough time to monitor the gas leak during winter time and report back to them.