Airbag Failure Investigation

I am the owner of a 2021 BMW X1 Sdrive18i, purchased brand new in September 2021. The vehicle has been serviced exclusively at SMG Tygervalley and SMG Century City dealerships.

On 4 April 2026, I was involved in a serious accident in which the car rolled and landed on its roof. Shockingly, none of the airbags deployed. This is unacceptable given that the vehicle was regularly maintained and no warnings or defects were ever indicated.

I lodged a formal complaint on 6 April 2026 regarding this critical safety failure. Since then, my dealings with Kesan Pillay and Lawrence Titus have been wholly unsatisfactory. My emails are routinely ignored, promised callbacks never materialize, and the handling of this matter has been obstructive and dismissive.

I was initially told an investigation would proceed once the car was towed to the nearest dealership. However, I am now being informed that BMW South Africa will not conduct an assessment because the car has been “written off” by insurance. This claim is factually incorrect. No settlement has been paid, and I have not signed any documentation surrendering ownership of the vehicle. The car remains BMW’s property. I demand clarity on where Kesan obtained this misinformation.

I am formally requesting that BMW immediately conduct the investigation into why the airbags failed to deploy. I require confirmation of:

• When the investigation technician will be in Cape Town. • Who at SMG Century City will sign for the vehicle upon towing.

If BMW refuses to investigate, I expect to be provided with the specific legal clause that justifies this refusal. Should BMW decline to resolve this complaint, I demand a deadlock letter without delay so that I may escalate the matter to the ombudsman.

This is a matter of consumer safety and corporate accountability. I expect BMW to treat it with the seriousness it deserves and provide me with a clear, documented response.