On 15 May I bought a Cehevrolet Lumina SS 6.0 trough Barlowworld Centurion.
Little did I know that that would be the start of a long and frustrating relationshop.
After giving a large deposit on the vehicle, I took the remaining finance through Nedbank. The sales consultant then recommended I take a maintenance plan with the finance. I agreed and signed the contract for a maintenance plan
Before I could get to my first 5000km service, the gearbox of the vehicle started giving problems. A message reading "manual only" appreard on the dash. The car did not seem to go into or out of gear.
I then then phoned the Barlowworld road side assistance and a tow truck came to assist me by taking the vehicle to the dealing.
Leter that afternoon they phoned me to inform me that I can collect the vehicle.
On arrival, I noticed that the left side front fender had 2 dents in it - it was definetely not there before. When I questioned this, they simply told me that it was delivered like that.
If there were any marks or defects to the vehicle surely the tow truck would have indicated this on the inspection sheet when he collected the vehicle.
After a lot of demate and me being a very unhappy customer, Barlow world offered to have the car inspected by their approved panel beater.
I took the vehicle there. When the mechanic lifted the car on the ramps, he told me that the vehicle was previously damaged - he could tell this by the "scrape marks" at the bottom of the vehicle / fender.
They only covered the scratched sections with white paint, but never removed or fixed the dents.
Then it was time for my first "real service" with Barlow world. They informed me that I need to change the brakes. Knowing that I was on the maintenance plan I told them to go ahead.
When I went to collect my vehicle that afternoon I realized that they only did a minor service on the vehilce (oil, spark plugs, etc). When I asked about the brakes, they told me that they could not replace because it seemed that I was not on any kind of maintenance plan.
After much debate afterwards and fights with the dealer I left it and took my vehicle without the brakes replaced (after it was their recommendation to replace) I also noticed that the km's on the clock was more than I originally left the car with that morning. After I instructed them not to take the car for a test drive. (I made them sign on the service slip indicating the km' of the vehicle). I did not want them to drive the car after seing several of incidents on Carte Blance and a close friend's personal experiance with exactly the same car in another city. The vehicle was also badly scratched on the left hand back side. When I questioned this, they told me that it could have happened at the wash bay. The manager then told me that I must leave the car there and they would fix it on their behalf. This would however be for a week or two. I did not feel compfortable to do this and had the damaged repaired myself and at my own cost.
As time went on I had to take my car for it's second service. This time I took a copy of the maintance policy with and handed to the service engineer who went over and around the car on receipt of it on the 12th of February.
The service engineer told me all was in order and that everything would be replaced (brakes & wiper blades) as per request
When I went to collect my car that afternoon - again I was told that they did not replace any parts becasue I am on no maintenance plan. I then asked them what about the policy I gave them the morning. No respond. I then asked them why they did not phone me to inform me about this or even told me when they phoned for me to collect the car... I was furios
This morning I realized that my aircon of the car is no longer working. Not heating, cooling or fan settings.
I first phoned the policy holders to make sure if everything was in order and that the damage would be covered via the policy before I book it in for repairs. I also asked them why it is that Barlowworld keeps on telling me that I do not have a maintenance plan and for that reason none of the spares can be replaced.
The feedback I got form the policy company was that this is not possible seing that Barlow World put a claim through on my policy on the 12th of February claiming and receiving the money for brake pads, disks and wiper blades in the amount of R4 373.81
I was shocked to hear this and asked him if they would aprove another claim if I take the car to another dealer. He said that they would never approve it. You cannot replace brakes or disks before a certain amount of km's had past.
I want to know what can I do in a situation like this? To what dealer can I take my car that would treat me with dignaty and respect my views and deliver (most of all) outstanding service.
I stay in Centurion (pretoria) and work in Rosslyn (Pretoria North). I asked all other Opel, Chev and Izuzu vehicle owners of a good dealer that can service the car.
Teresa Joubert
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