The change in attitude before and after the sale, despite it being documented in writing
I have been trying to get a response from Van Mossel regarding maintenance for almost one month. Due to system issues, I was repeatedly told that no one could get back to me, which has caused significant inconvenience.
During the sales process, I explicitly confirmed with the sales representative that, in exchange for an additional payment, I would be able to have the first maintenance service carried out free of charge within the first year. Based on this agreement, I paid approximately €800 extra. This was clearly communicated and agreed upon at the time of sale.
I am now being told that the maintenance service included in the package was only meant to be carried out at the moment of vehicle delivery. This explanation is very surprising. A company selling a vehicle would normally already deliver it with proper maintenance completed. Presenting this as an additional “service package” raises serious concerns.
What is even more troubling is the impression that wordplay is being used to mislead customers. Additional items are included in the contract to justify extra charges, while the interpretation is left vague. When the time comes, the customer is then told that they misunderstood the agreement and is asked to pay again.
It is extremely disappointing to see this kind of behavior from a corporate and well established company like Van Mossel. Even written agreements appear to be open to reinterpretation after the sale. The message being conveyed is essentially: if you want peace of mind and to avoid issues after purchase, you need to pay an extra €800.
If Van Mossel cannot confidently guarantee that the vehicle it sells is properly maintained and reliable, it raises serious questions about how these vehicles are trusted when acquired from leasing companies or other sources. The situation feels like this: the car is sold, but whether it is truly in good condition remains uncertain unless the customer pays extra to find out.
I expect clear confirmation of what was agreed upon during the sales process and a proper resolution in line with the commitments that were made.