I tracked down Shikar. And if you aren’t willing to put up a fight, you are going to have to take whatever they give you, no matter how egregious the practice. My husband told me it wasn’t worth the stress. Explosive case against Santam: Here’s why it MUST pay for Covid-19 business claims. So maybe a dealership could have five legit demos, and five pre-reports. I told Kotie I wanted my documents. “But that is something you need to take up with the short-term insurance guys. He suggested I narrow my query to BMW practices. You cannot forge my signature! “That’s the question that nobody answers,” he said, exasperated, and by “nobody” he meant the dealerships he was meant to mediate. The directors serving on the companies above are: Directors: L Lambrechts (Chairperson), ME Dilotsotlhe (Non-Executive), QM Matthew (Non-Executive), HD Nel (Non-Executive), DN Edwards (Non-Executive), MP Fandeso (Non-Executive), PVC Smith (Non-Executive), G Arroyo (Chief Executive Officer), R Le Roux (Executive), PJ Meyer (Alternate to R Le Roux), Taryn Manikam (Company secretary), Directors: G Arroyo (Chairperson), Ms R Le Roux (Non-Executive), P Liston (Executive), K Kerr ((Non-Executive), P Smith (British) (Independent Non-Executive), Directors: Gustavo Arroyo (Chairperson), Rouxann Le Roux (Non-Executive), Dario Adolphe (Executive), Andrew Fox (Non-Executive), William de Villiers du Toit (Non-Executive), Scott Alexander Mc Pherson (Alternate to Andrew Fox & William de Villiers du Toit),Themba Gamedze (Non-Executive), Priyaved Jhugroo (Non-Executive), Kerin Mamet (Non-Executive), Directors: Gustavo Arroyo (Chairperson), Rouxann Le Roux (Non-Executive), Dario Adolphe (Executive), William de Villiers du Toit (Non-Executive), Themba Gamedze (Non-Executive), Copyright ©2014 Santam South Africa’s leading short-term insurance company | Sitemap | Terms and Conditions. It is a difficulty.”, It would not be fair to the consumer. It’s me, Tanya Pampalone. I told Marc I was a journalist. He assured me that “as a champion of the highest standards of corporate governance and citizenship, BMW Group South Africa expects the same level of integrity and transparency of its dealers” and suggested that customers get in touch “if they believe they have received anything other than first-class service from a dealer”. The site’s owner, Peter Cheales, is a Customer Service guru “A prolific author in the field of management and service, Peter has written 9 best-selling books including I Was Your Customer, Look Out, Passion Makes Perfect, The Whole Works, and Good News for the Modern Manager.” His site . Which got me thinking. 1st for Women reviews, customer feedback & support. He brought up the discount and shrugged. I have been patient for the past 4 months and now im loosing it because of your pourly service. Kindly note that Sandton Auto BMW will not respond to any further communication in this regard.”, Perhaps you should seek independent adjudication through MIOSA. This is fraud.”. Structured Give Feedback. Contact us on +27 86 144 0044.. He suggested that it was a huge stretch, but they might be alluding to collusion because I asked about an industry-wide practice. Owned by Bluespec, a holding company which is a major player in the motor industry repair and recovery industry, they own a span of companies including FirstGroup, the Renew-it Group and Auction Nation, as well as Daytona and a few others. No, she could not do that. I needed to gauge the situation in precise legal terms, so I contacted Bartho van Tonder, a young attorney with Thomson Wilks who works in consumer law. I want mine honoured. “BMW does not cater for motor plan extensions less then on year (sic) in duration so it is impossible for the dealership to comply with your ruling,” he wrote. So, am I going to take the R2,000 per car, or get the R20,000 per car, if I’m short just a couple of cars?”, But they are still brand new cars,” he says. Postal address: Forensic Services, PO Box 3881, Tygervalley 7536 SAICB (South African Insurance Crime Bureau): 0860 00 25 26 SMS shortcode 31640. Sandton Auto now had 10 business days to agree to MIOSA’s mediation finding and if they did not, I was able to go to the NCC for resolution. — as each case is different. And I wanted to find out what was happening with my car. I’ll now have to file my case with the NCC, which will also need to include the documents which show I was sold a used 2013 BMW, not the new 2014 model I signed for. I dug in and found a series of paperwork on “motor plan terms and conditions”, but nothing with signatures or dates. I asked to be put through to a manager. Suppliers are also not allowed to create the impression — and if it exists, are required to correct that impression — that a product “includes certain benefits that it does not, or that it has been used for a period longer which does not accord with the facts”. I told him I’d dig up the old emails about the sale from a former employer, which happened to be the, One of their primary missions, according to the. This means the motor plan is activated, but the car is not driven off the showroom floor, meaning it cannot be sold as ‘used’ and neither has it done service as a dealer demonstrator (‘demo’).”. If other party refuses or neglects to respond, matter is referred to NCC. I am proud to confirm that Brawne has two leading insurance brokerages in our stable offering insurance products from Discovery, Momentum, Hollard, Santam, to name but a few. It’s been six months since that first call from Danica. Non-compliance with the act does not necessarily imply fraud, although, based on the specific set of facts, it may. At the NCC, the complaint is assessed, and an attempt is made to resolve the matter. The dealership believes a fair deal was enjoyed by the client even if she no longer believes so.”. Oh, that’s strange, said Danica. I headed for the MIOSA website and filed my official complaint. CLAIM NUMBER: 174802548 What else wasn’t disclosed about my car? Besides, BMW South Africa has bigger problems than cowboys and pre-reports and silly Carte Blanche exposés. She handed over a copy of my pre-agreement statement from BMW Finance, which said my car was a new, 2014 model. They charged me for a 2011 spec and I’ve paid interest on two years on the higher price. But if you get to a higher number, the manufacturer will give you R10,000 or R20,000 per car. They can add an extended warranty; the cost of delivery if the buyer doesn’t collect the car themselves; a tank of fuel and licence or registration fees — but not ‘on-the-road’ fees,” the report states. Less than an hour after I mailed through my questions to RMI’s CEO, Jan G Schoeman, he mailed me back, helpfully suggesting I contact Gary McCraw, NADA’s director. According to its website, NADA represents the owners and operators of new and qualifying used vehicle dealerships. He mailed the CEO. Next up for comment was the Retail Motor Industry (RMI), of which NADA is a member. 021 431 2650. Instant quotes, 'cos you can't afford not to! Everyone who participates is, in fact, leading our country forward, by encouraging better service in every category of business and industry. My case manager, Robin Wright, sent his findings to me and Marc at Sandton Auto outlining the case. We take them seriously and would not make up a fact. Kindly note that Sandton Auto BMW will not respond to any further communication in this regard.”. People always get taken for a ride, no pun intended.”. The show’s producer, Stephan Lombard, told me: “There is so much untapped frustration around the motor industry, and she dipped into that sentiment. Who We Are. But you lost my paperwork, I told him. With over two decades of experience, we have established ourselves as adept leaders in the insurance industry. “Well, that’s what we’re doing with all our demos as well,” he tells me. After 20 business days, I didn’t hear anything back from MIOSA, so I called. 011 686 4200. For all your Autobody Services. For more stories, go to Business Insider South Africa. You might have heard about them. Their spokesperson, Ilana Salant, mailed me back to say she was unable to comment on my query “due to anti-competition legal guidelines”. Not only that, despite the fact that I am, right now, holding in my hand the original “quotation and pre-agreement statement”, including my signature and that of Sandton Auto’s business manager at the time, Adri Boeije, which states that in April 2014 I was buying a new, 2014 model, my car was actually a used, 2013 model. Take it or leave it. The only thing they are willing to do is pay for is a one-year extension on my motor plan. I told him I’d dig up the old emails about the sale from a former employer, which happened to be the Mail & Guardian. If you need four more reasons to choose Insurance good and proper. I called a friend who is a senior competition practitioner. . But they usually pay attention when you say you’re a journalist. Affordable insurance quotes, ranging from Car, Home, Business & Life insurance. The Ombudsman for Short Term Insurance in South Africa (OSTI) has published its annual report for 2018, highlighting the most complained about insurance companies in the country. But, he said, they were willing to cover five months of a new one-year extended warranty. That’s where I don’t have a clear answer from motor dealers. The below example show what you … Please consider this to be our final position on this matter.”. If you need four more reasons to choose Insurance good and proper. new cars are reported as sold in SA without having left the showroom floor” and how this “cheats unsuspecting buyers out of precious motor plan time”. Oh, said Danica. “As per our (Tanya, Kotie, Marc) meeting on Monday, 22 October 2018, I advise that we did answer all your concerns during this meeting. Besides, BMW South Africa has bigger problems than cowboys and pre-reports and silly, s. They are currently mired in an action at the tribunal for the National Credit Regulator (NCR), which was formed under the National Credit Act of 2005 and also operates under the DTI. If you need four more reasons to choose insurance good and proper, then click to find out more. If the investigation recommends settlement, and the supplier is willing, the offer will be considered by NCC. And in order to report the cars as sold, my source tells me, the warranty has to be registered — in this case, in the dealership’s name because there isn’t an actual buyer. in understandable language, including written sales records of each transaction” and not “make false or misleading representations”, or fail to “correct a misapprehension on the part of the consumer”. But, despite dragging BMW’s name through the investigative mud, it is business as usual in Sandton. I think it might have been something I said. This is usually discussed at point of sale. (While I suspect my ongoing prodding as a journalist ensured the prompt delivery of my case findings, I can’t be sure.). I’m in agreement with that,” he finally said, quickly following up with another redirect. She said she had. “Only to find out last week when I was…trading in my vehicle that it’s a 2010 model and not a 2011 model as per my contract. Reviews create content that improves your Google search results, making your business more visible, and easier for consumers to find you. If other party responds, case is sent to case manager for conciliation and finalisation. “I purchased a Bmw 330i (E93) from BMW Sandton Auto in 2014,” Shikar wrote in April of 2016. (, While I suspect my ongoing prodding as a journalist ensured the prompt delivery of my case findings, I can’t be sure.). With the above two points in mind it is impossible for the dealership to comply with your findings. The journalist who has been mailing you with questions about pre-reports?”, “What happens,” he started to explain, now able to recall that he actually was familiar with the term pre-report, “the dealership has a sale, so they order the vehicle, but then the buyer cancels the order and walks away, but the motor plan is activated.”. “I contacted the dealership and apparently the guys who handled my application are no longer working there. He contacted the dealer on my behalf and emailed me back a while later explaining that the dealership was searching for my documents. Not necessarily, he said. He said to take the five months. Who was going to give me a straight answer about the practice? According to the NCR’s annual report, Volkswagen, Mercedes Benz and BMW have all been charging what’s called “on the road” fees — basically padding your sales costs with various and sundry amounts which are unlawful in terms of the NCA. ... Hello! The journalist who has been mailing you with questions about pre-reports?”, What happens,” he started to explain, now able to recall that he actually was familiar with the term pre-report, “the dealership has a sale, so they order the vehicle, but then the buyer cancels the order and walks away, but the motor plan is activated.”, That’s the question that nobody answers,” he said, exasperated, and by “nobody” he meant the dealerships he was meant to mediate. By handing over my registration details, my source was able to retrieve everything from the vehicle options to my entire warranty and motor plan history. And, this time, I’m ready for the fight. Please click here to view our notice regarding false job vacancies posted on social media. Read our. Invited to respond independently to Daily Maverick, Marc Simon, Managing Director at Sandton BMW, said in an email: “The car in question was most certainly a new car, the customer is fully aware of that fact. “The client also received the car at a discount much greater than the cost of an entire year’s motor plan never mind five months’ prorate. Please consider this to be our final position on this matter.”. Learn more. I was tired. Marc told me I had no proof I wasn’t told about the warranty — that salesman was long gone so we can’t ask him, he said. That’s just not in the manual. He said it was the result of a sale gone wrong “or some other reason”. Learn more. No, I told Temoso, I do not want a new warranty. We help you be safe and stay safe – everywhere you go. A bottom-of-the-line BMW, but a BMW. The process works like this: Consumer files complaint. We use a portfolio of on and offshore insurance licenses and highly specialised skill sets to create tailored financial solutions aimed at optimising capital structures and enhancing profitability. She went on to say I got a discount on the car because of this “pre-report” status — which meant, for some reason I wasn’t yet privy to, the car’s warranty was mysteriously registered five months before it was sold to me — not because I was going to buy a demo at another BMW dealership and I negotiated down based on this. I thanked her and asked if I could be transferred to the press office because, in addition to being a consumer, I was a journalist working on a story about pre-reports. Santam Structured Insurance Limited (FSP 1027) (Company Registration Number 1952/000436/06), Santam Structured Life Limited (FSP 1026) (Company Registration Number 2002/013263/06), Santam SI Investments Proprietary Limited (FSP 1028) (Company Registration Number 1995/002583/07), Santam Structured Reinsurance dac (Company Registration Number 251841), Santam Structured Reinsurance Limited PCC (License OC00006823), Santam Structured Insurance Limited PCC (License C116015506), Santam SI Investments Mauritius Limited (Company Registration Number C40575). Writing is hard. Use your Hellopeter business account to collect reviews and engage with your customers, and control what consumers see in … In the self-published book Eff You Very Much: How you are screwed by banks and dealerships when buying a car, consumer activists Slabbert and John Titmus take on everything from pre-reports to “on the road” fees and everything above, around and in between. Then I was like, okay. I accepted their deal. After all this, I’m a much wiser consumer. Bartho lined up specific provisions in the act which stop suppliers from suggesting something is “new” when it is not, adding there is also a proviso which allows a “new” product to used exclusively by “the producer, importer, distributor or retailer… for the purposes of reasonable testing, service, preparation or delivery”. “Only to find out last week when I was…trading in my vehicle that it’s a 2010 model and not a 2011 model as per my contract. But Temoso said BMW South Africa’s “intervention in this regard is purely to make sure an amicable solution is reached”. Under the Consumer Protection Act, he wrote in a mail, suppliers are required to “disclose information at the point of sale in understandable language, including written sales records of each transaction” and not “make false or misleading representations”, or fail to “correct a misapprehension on the part of the consumer”. I told Marc and Kotie that I just wanted my warranty honoured. Business pillars. Customers are usually very happy with deals like this as they enjoy a great discount on a brand new car. Yesterday at 1:08 PM. The Sanlam Cumulus Investment Plan is an endowment that’s designed to give you the flexibility to choose how and where you want to invest your money. Not necessarily, he said. I also looked at the dealership documents. Well, interesting in the sort of way when it isn’t your problem, which this clearly was. There are many great benefits to being a Maverick Insider. He called the used car sales manager, the dealer principal and finally BMW Finance. Now I needed the official line on pre-reports from BMW South Africa. I want this sorted out now!. Get a quote today! It was official, no one at BMW was talking to me any longer. But this sure looks a lot like fraud to me. When Crystal Slabbert landed on John Maytham’s show on CapeTalk in July 2018, the call lines lit up with angry consumers. The headline got straight to the point: “. “This means that the BMW motor plan has been reported, but the car is brand new and unregistered.”. Reviews create content that improves your Google search results, making your business more visible, and easier for consumers to find you. R180. To sign in or register please click on the relevant link. There has to be misrepresentation involved. Am I the only one who thinks that Dial Direct's HelloPeter page is a little suspect. If investigator recommends prosecution, the NCC prosecutor will file to prosecute the supplier through the NCT. But not Marc. A really quick positive review for Standard Bank Anti-Fraud call centre. There has to be “prejudice” — that is someone is placed at some disadvantage of another. Santam confirmed that "steps" had been taken against a number of assessors, including freelancers on contract. My source contacted a BMW dealership as well as BMW South Africa, requesting to buy my car. Why is the service so poor?.Ive seen all the complains on hello Peter and im just shocked that people are paying for such a pathetic service Santam offers!. No response. Too bad. But, she explained, it was all a mere matter of a “pre-report”. Furthermore it is very clear from the invoice how much discount the client enjoyed when she purchased her car. Was my situation more like Shikar’s and Crystal’s than I initially suspected? One of their primary missions, according to the MIOSA website, is to rule in cases between disgruntled consumers and motor industry dealers, manufacturers, importers and service providers. Google has many special features to help you find exactly what you're looking for. Structured “It’s a widespread practice,” a dealer principal in Johannesburg explained to me, on the condition of anonymity. Ilana suggested I ask BMW. There’s a warranty for everyone with Warranty Extender’s products. I phoned Moderna and they have vaccines for us . “BMW also does not allow any extensions once the original plan has expired. And that’s where things get complicated. Mr. Robinson (Eddie Murphy) talks about Christmas being the season for giving... and taking. Our quality plans cover your primary medical needs with special focus on doctors’ visits and emergencies. * Insurance benefits are underwritten by Santam Structured Life Limited (Reg no: 2002/013263/06) R40 000 Death Cover* Doubles to R80 000 in an accident. I have all the original documents and emails from the sales consultant proving that I bought a 2011 model. I was tired. He was pleasant and patient and listened to me. If you need four more reasons to choose Insurance good and proper. , Volkswagen, Mercedes Benz and BMW have all been charging what’s called “on the road” fees — basically padding your sales costs with various and sundry amounts which are unlawful in terms of the NCA. I was sad. Credit Guarantee Insurance Corporation of Africa Limited is a South African Financial Services company operating in the field of domestic and international credit insurance. Santam is the insurer of choice for thousands of South Africans, countrywide. How do I get my documents? Get a quote. The journalist recounted the stories of “victims of the widespread pre-reporting phenomenon”, including buyers of a Nissan, a Mercedes, a Land Rover and two BMWs. I was starting to better understand why BMW had “lost” my documents. Hello Peter! Neither Jan or Gary emailed me back. All of them. On one piece of paperwork, my car was listed as a 2013, while on others — including the only signed document I had, the one with BMW Finance — it clearly stated that my car was a 2014. Select which newsletters you'd like to receive, Anso Thom, Christi Nortier, Estelle Ellis, Zukiswa Pikoli and Mark Heywood, What you have purchased is known in the trade as a pre-report,” she wrote in an email. Welcome to HiHelen. It’s a widespread practice,” a dealer principal in Johannesburg explained to me, on the condition of anonymity. website, is to rule in cases between disgruntled consumers and motor industry dealers, manufacturers, importers and service providers. This was where things started to get interesting. Crystal recounted an issue similar to mine with a Mercedes she bought in April of 2012, which she later found out was a 2011. Contact & review 1st for Women - rated #37 in Insurance I mailed NADA to ask about the practice of pre-reports to find out if it was an accepted industry practice. And that’s where things get complicated. “When I buy a car, what about the time that has expired on the plan? Our relationship started to fall apart when a plucky salesperson by the name of Danica phoned in early July and asked if I wanted to renew my motor plan. There’s an email attached to it saying it’s a 2010 model, so someone scratched out 2011 and forged my signature next to it and put 2010. Switch to Budget and save! “The manufacturer wants market share and a dealership is chasing rands and cents.”, Let’s say the sales target is 50 cars for the quarter. In the finding, Robin advised Sandton Auto that it was unfair to force me to buy a one year warranty in order to reap the benefits of the five months that were due on my “new” car. “This means that the BMW motor plan has been reported, but the car is brand new and unregistered.”, I told Marc I was a journalist. After BMW officially broke up with me, it took about 30 seconds to find someone who had gone through almost the exact thing I had. “The manufacturer wants market share and a dealership is chasing rands and cents.”, “Let’s say the sales target is 50 cars for the quarter. What about this question was so difficult to answer? This does not make the car used, it is still a brand new car, but the motor plan is running. Isn’t it suspicious if a bunch of pre-reports are put through in the dealership’s name? Syndicate fraud police said the allegations of fraud based on … The Ombudsman for Short-Term Insurance has released its report for the 2014 calendar year, revealing South Africa’s best and worst short-term insurers. Pragasi got on the phone. All that was on offer was an extension for a year. Renasa believes in the value of independent intermediary advice, that it is crucial to establishing correct cover and that it is an essential arbiter at claims time. Consumers cannot talk to the press office and, apparently, you cannot be a consumer. Temoso filed my concerns. We help you be safe and stay safe – everywhere you go. Here to help: How to claim, about The Unlimited SIM and double data deals, how does your policy work. “The dealership did in fact offer the client a five-month extension of the plan as a goodwill gesture, but BMW only sells a minimum of one-year extensions. “It would not be fair to the consumer. When journalists aren’t being journalists, they don’t want to write stories. So, in August, I called BMW South Africa. “I’m hoping these are going to sell the next month, so maybe the buyer loses one month of warranty. Non-compliance with the act does not necessarily imply fraud, although, based on the specific set of facts, it may, Just as I was preparing to hit send on this piece, MIOSA sent me an email. How is anyone going to know the difference?”. Other party has 10 business days to comment. We help you be safe and stay safe - everywhere you go. “But they are still brand new cars,” he says. Click here to see other benefits and to sign-up to our reader community supporting quality, independent journalism. Temoso and his boss at BMW Finance, Nkululeko, were both cc’d on that email, so I pleaded with him to help. I accepted their deal. This would have still cost way less then the discount she received in 2014. ~ André Breton, Please sign in or register to enable this feature. Santam, South Africa’s largest short-term insurer recently announced the 100% acquisition of the issued share capital of Brolink, a leading insurance administration provider. And, just like Shikar, she was sold an earlier model of car. Yesterday I nearly had a fraudulent transaction on my credit card, but thanks to Standard Bank's upgraded Anti-Fraud system, they stopped the payment, suspended by credit card, messaged me, called me and asked if the transactions were me or not. We are an industry innovator in specialist insurance structuring offering partners and clients individually designed financial solutions. Then I was like, okay. At the end of the quarter the dealer sees he needs to push two more cars through to get to that R20,000 per car. After I asked for it in a follow-up email, and about more information regarding the practice of pre-reports at the dealership, our turbulent, short-lived relationship was over. Officially South Africa’s best! I took another look at the documents I dug up from my old email server at the. Where is the Warranty Registration Certificate? The dealership believes a fair deal was enjoyed by the client even if she no longer believes so.”. Within minutes of mailing the Ombudsman for Short Term Insurance, I had a response in my inbox from Peter Nkhuna, the senior assistant ombudsman. He also told me that “dealers are required to disclose this” and “cover the shortfall within the pricing structure of the deal/vehicle”. BL PREMIUM. “Perhaps you should seek independent adjudication through MIOSA. I Googled “fraud” and “BMW Sandton” and a post on Hello Peter, the consumer complaints website, popped up. I needed to know what it was about my car BMW didn’t want to tell me. Complaint is forwarded to other party for comment. The official comment route was getting me nowhere. An insurance broker based in Durban, he calmly recounted his story. The last thing I wanted to do was write a story. The “new” car I bought — the one that sat on the new car side of the showroom floor when I first saw it, the same place it was when I picked it up with that big grey bow tied to the hood, the one that Kotie assured me was “brand new and unregistered”– was designated in BMW’s own system at the time of sale as an “approved used vehicle”. Two weeks later, I mailed Kotie asking if she’d had any luck. Which got me thinking. The trick, though, is that these cars have to be reported as sold. He said he could ask the dealer to keep looking, “but this might take longer than expected”. General Queries and New Product decision/selection: He emailed the managing directors at BMW in Germany. But, despite dragging BMW’s name through the investigative mud, it is business as usual in Sandton. COVID-19 RiskReady. This might be because Marc is the executive director for the Daytona Group. Set up 19 years ago as a voluntary organisation, the Motor Industry Ombudsman of South Africa (MIOSA) was accredited in January 2015 by the Department of Trade and Industry (DTI), making it a parastatal which advises and makes recommendations to the National Consumer Commission (NCC) regarding automotive consumer complaints. I sent Johan a link to a TimesLIVE article. I didn’t think about it much — surely it was just some weird logging issue in their system and they’d sort it all out. Done, right I first filed my official complaint to better understand why BMW had “ lost ” documents! Obituary... Santam limits Covid-19 'business interruption ' pay-outs to 3 months ' CapeTalk! Finance could assist any longer, over at Sandton Auto in 2014, ” a dealer principal in explained! Contact & review 1st for Women - rated # 37 in insurance is! If the investigation recommends settlement, and easier for consumers to find out what was happening my! 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Clients individually designed Financial solutions legit demos, and five pre-reports stay safe – everywhere you.! Wasn ’ t it obvious that ’ s registered on Hellopeter is able to me. For us really be able to help your money grow best out of pourly! Much wiser consumer pleasant and patient and listened to me they are still brand car.