Poor Service and Damage to Vehicle During Service

I am writing to formally lodge a complaint regarding the extremely poor service I received at SMG Umhlanga (BMW) during a recent vehicle service, as well as damage caused to the vehicle while it was in your care.

On the morning of 14th January 2026, I brought the vehicle in for a routine service. From the outset, the service consultant who assisted me, Brian, was dismissive and unprofessional. I felt undermined during our interactions, particularly as the vehicle belongs to my Husband. This created an uncomfortable and unwelcoming experience.

There was no SMS or confirmation received to acknowledge that the vehicle had been booked in or was being serviced. I had to constantly call SMG Umhlanga to request updates. Eventually, Brian contacted me at approximately 14:56 to advise that the vehicle was complete and only being washed. When I asked how long this would take, I was told 30–45 minutes, after which I immediately made my way to collect the vehicle.

I arrived at approximately 15:31 and was informed that the car was still being washed and that I needed to wait another 30 minutes. By 16:15, having waited well over an hour from the initial completion time, I approached another consultant to ask for assistance. They checked with Brian, who then came to me and stated that “there is a problem.”

Brian informed me that the diffuser had spilled onto the start button, causing the vehicle not to start. I immediately questioned how this could have occurred, as the diffuser was located in the cup holder, and how it could have reached the start button. Brian stated that he did not know how it happened, nor who caused the spill, and informed me that the vehicle was now being stripped.

At no point did Brian show empathy, take accountability, or attempt to investigate with his team how this incident occurred. Instead, his approach was dismissive and made it seem as though I was at fault. This was unacceptable, particularly given that I brought the vehicle in fully functional, and it was returned to me not starting and damaged while under your care.

When I asked what the solution would be, especially as I was now late to fetch my daughter from daycare, I was simply told that transport would be arranged. No explanation, accountability, or reassurance was provided regarding repairs, responsibility, or future implications for the vehicle.

Brian indicated that he would contact me before leaving work, which again did not happen unless I continuously followed up myself. Throughout this process, there was a clear lack of ownership, communication, and professionalism.

I am deeply concerned about:

The damage caused to the vehicle during service

The lack of accountability for the spill

The dismissive and unempathetic conduct of the consultant

Potential future issues arising from the vehicle being stripped

Who will be held responsible for any current or future damage