The National Consumer Commission (NCC) received 46 complaints against WeBuyCars from April to December 2024 in the first nine months of the 2024/25 financial year. The JSE-listed used vehicle dealership has come under scrutiny as consumers raise concerns about the quality of vehicles sold.
NCC spokesperson Phetho Ntaba confirmed to Moneyweb that customers have lodged complaints alleging that the car dealership supplied them with defective vehicles.
WeBuyCars Breakdown of Complaints
Ntaba provided details on the status of these cases:
- Investigations were initiated into two complaints.
- 23 cases were referred to the Motor Industry Ombudsman of South Africa (MIOSA) and provincial consumer protection offices.
- 21 cases remain under review, with at least one addressing concerns over voetstoots-type clauses in sale contracts.
One of the two investigations was closed after the dealership refunded the affected customer. The second, involving worn tyres, was dismissed as there was no conclusive evidence regarding the condition of the tyres at the time of purchase.
Consumer Protection Measures
The NCC is responsible for enforcing the Consumer Protection Act (CPA) and investigates complaints related to non-compliance. While not specifically investigating Dekra Automotive’s vehicle assessment reports, the NCC assesses them on a case-by-case basis. Ntaba clarified that alternative expert opinions are considered when evaluating the reliability of these reports.
WeBuyCars is one of South Africa’s largest used car dealers, and the NCC confirmed that it received around 600 complaints against various second-hand vehicle suppliers during the same nine-month period. Some cases referred to MIOSA may be escalated back to the NCC if mediation efforts fail.
Concerns Over Vehicle Assessment Reports
Recent consumer feedback has raised concerns about the accuracy of Dekra Automotive’s vehicle assessment reports, which the car company relies on for evaluating vehicle conditions.
Journalist Jonathan Witt’s social media post about his experience at WeBuyCars’ Randburg branch, where he criticised the Dekra report, sparked a wave of responses. While they maintain that the Dekra Used Vehicle Report assesses key components like brakes, tyres, and shock absorbers, it does not offer a full mechanical inspection or determine accident history. Sales director Janson Ponting reiterated the company’s commitment to transparency, stating that all known defects are disclosed.
Dekra Automotive’s Chief Operating Officer, Stefan Bleitner, defended the company’s independence, stressing that its reports are conducted and quality-checked by Dekra staff without interference from WeBuyCars.
Frustrated Buyers Share Their Stories
Numerous consumers have come forward with complaints about vehicles purchased from WeBuyCars.
- Riaan Enslin purchased a 2017 Nissan Qashqai and a 2013 Ford Kuga. Despite Dekra’s ‘Platinum’ report stating the cars had no issues, both vehicles developed severe mechanical problems just after their warranties expired. Attempts to seek redress from Dekra, WeBuyCars, and the Ombudsman were unsuccessful.
- Simphiwe Gaxela bought a BMW X1 that was reported as accident-free, only for it to overheat shortly after purchase. An insurance assessment later revealed the car had suffered a major accident affecting its cooling system. Gaxela is now burdened with a 50% share of a R103,000 repair bill.
- James Lekgoathi purchased a vehicle for R70,000 in April 2024, only to find hidden defects requiring R90,000 in repairs. He discovered that the Dekra report failed to mention existing faults, yet WeBuyCars provided misleading responses regarding the report and mileage.
Call for Greater Accountability
These complaints highlight growing consumer concerns about the quality and transparency of used vehicle sales in South Africa. Buyers are urged to conduct independent inspections before purchasing second-hand vehicles and to be cautious of voetstoots clauses in contracts.
As regulatory bodies continue to investigate, the pressure is mounting on the car dealership and other dealerships to ensure greater accountability and consumer protection in the used car market.
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