BYD Australia

Statement of facts: I contacted BYD Caroline Springs to arrange servicing for my 2025 BYD ATTO 3. During the telephone conversation, I specifically asked whether the service was complimentary/free. The BYD Caroline Springs call taker confirmed that it was, and when I expressed surprise and asked, “Oh wow, are you sure?”, I was again assured that… Read more

the service was complimentary. I thanked the operator and booked my vehicle in on that basis.

When I attended the dealership, I noticed that the paperwork/invoice showed a charge of $165. I queried this with the ladies at the service desk, who advised me that this was the cost of the service. I subsequently raised the matter with the Manager, explaining that I had specifically been told over the telephone that the service was free. The Manager responded, “You either want to book it in or you don't, we don't make money on the service.”

I ultimately paid the $165, while making it clear that I was disputing the charge and seeking a refund. I have requested that BYD Caroline Springs review/listen to the recording of the telephone conversation so that the actual representation made to me can be established.

I travelled approximately 35 minutes to attend the appointment in reliance on the information provided to me by BYD Caroline Springs. I am particularly disappointed with the Manager's response and believe the telephone recording should be reviewed before the matter is dismissed.

I am requesting a refund of the $165, on the basis that I booked the service after being expressly advised that it would be complimentary. If the matter cannot be resolved directly with BYD, I intend to raise the matter with Consumer Affairs Victoria.

Purchased BYD sealion 7 at dealership on 31 july for $615990 and second day they advertised it and started selling for $54990. We don't trust the management and dealership and feels like we have been duped. we have raised complaint at head offcie but no reply or response. Stay away from this brand with poor customer care service . we would not recommend others to buy this brand.

I am writing to formally raise my concerns regarding the ongoing issues with my vehicle and the unsatisfactory level of after-sales support I have received from your dealership. I recently contacted the dealership to report problems with my vehicle… Read more

and was informed that the earliest available appointment to have the issue assessed is in two months' time. I expressed my concern that the vehicle may deteriorate further during this period, potentially leading to a breakdown and significant inconvenience. Unfortunately, I was advised that nothing could be done to expedite the process.

This response is disappointing and reflects poorly on the level of after-sales service provided. Despite my efforts to escalate the matter – including sending an email to the CEO of BYD – I have yet to receive any acknowledgment or response.

It appears that once the vehicle was sold, the ongoing customer experience has not been a priority. This lack of support is unacceptable, particularly when customers rely on timely and professional assistance for vehicle reliability and safety.

WORST CUSTOMER SERVICE EVER BYD Australia are totally uninterested in communication regarding any warranty or follow up issues . They actually Ghost… Read more

you . Despite multiple messages to attempt to book an appointment for service to address a steering column issue they do not respond. With the increasing number of BYD cars in circulation this disgusting communication is unacceptable . Buyer beware if you expect ANY after sales service or communication from this company

I cannot praise the team at Indooroopilly enough, in particular Charlotte. I am extremely happy with the sales process from initial test drive, though ordering and delivery. I was kept well informed and up to date on the status of our vehicle, timelines and next steps. The entire process was faultless. I purchased the Atto 2 as a surprise birthday… Read more

gift for my wife and the team at Indooroopilly went out of their way to help me deliver this surprise. Delivery day is a day I will remember for a long time. My wife absolutely loves the car. Thank you BYD Indooroopilly and thank you Charlotte for all your support and help.

I was able to pick up my new BYD Sealion 7 from BYD Cheltenham and I am so pleased with it. Further I want to commend two staff, Xavier from the Cheltenham Distribution Centre (he was so helpful in finalising the paperwork for the sale) and Ali who actually released the car to me at handover. I understand he mainly works from the Dandenong BYD… Read more

Centre and he provided an excellent, knowledgeable and friendly service. These are two great guys. Many thanks

Ali Pakravan has been an exceptionl sales consultant for the Glen Waverley BYD. He was very polite, courteous and went out of his way to help us throughout the whole process. His knowledge of the particular product more than satisfied our queries. He has gone above our expectation in providing us the service, including, at times, during his scheduled day off. We highly recommend Ali. Show details

One star is one too many. Traded my car and picked up a new Sealion 6 Two weeks ago from BYD Fremantle (owned by the EV dealer group). Have not been paid for the trade in or received the promised $2500 cash back. The manager will not speak to me or respond to any communication. Henry who works there gave me an email address to lodge a complaint,… Read more

guess what...nothing. I've waited on hold for ages multiple times when calling the BYD national phone number without ever getting through.

I am about to lodge a stolen vehicle Police report.

Do not but a BYD, you have been warned.

Very happy with my new Atto 3 but significantly less happy with customer service after collecting my car from BYD Harmony Auto Haberfield. I rang the day before picking it up and was assured that "Yes, the towbar will be fitted and yes, we can install a children's car seat". Neither was true! I then had to rush around to find a car seat… Read more

installer before picking up my granddaughter an hour later! Not happy, did not need this stress! I assumed the towbar would be ready for the following week, silly me! Apparently Harmony Auto do not have the same access to parts as other dealers and they had no idea when there would be a towbar available. Eventually offered a refund of the $1,599 I had already paid for the towbar. I was able to access a towbar within 24 hours at a different dealer but BYD could not install it as I hadn't purchased it from them. Eventually had the towbar installed with the other dealer (not a Harmony Auto dealership) and it cost an additional $500, again very unhappy. It took weeks and several phone calls for the refund to be processed. During this whole whole time I was never once able to speak to anyone senior to the receptionist, they were always busy, on holidays etc and when I asked them to contact me I only ever got the receptionist. Very poor customer service, if I had known it was going to be such a frustrating and prolonged drama I would have purchased from the other dealer, saved myself $500 and a lot of angst. Bottom line, love the car, a very good decision to purchase but be very careful when choosing a dealer.

Same as everyone else. No reply to calls or emails, we just get put on hold. No cashback call 2 weeks after purchase. Absolutely shocking. Can't reach them to do anything. Waverley EV dealership is the worst. Show details

My brand new sealion 7 came with repaired damage. E.g. they smashed or scratched up my rear quarter panel, repaired it in such a crappy way that I can see the tape line of where they masked it, and sold it to me as a full priced, new car. Byd Australia told me that they're "not sure what they can do about it". They never fixed it. They actively… Read more

denied any wrongdoing but admitted it's illegal for them to deliver a damaged, new car without disclosing it. So they admitted to breaking the law and told me they'll do nothing at all.

I bought this car full price, no discount. This is my first new car.

I was told by my detailer when I picked it up from ceramic coating. I could see it clear as day now that he's pointed it out. He also advised it might strip the paint off if I use a pressure washer. It's that badly repaired.

I would never in a million years recommend a byd after this experience. If you've already paid, then I recommend checking closely under bright lights for what they've done to your car if you buy a byd.

I am extremely disappointed with the customer service I received from BYD Werribee. There appeared to be no clear processes in place from the beginning. My car was invoiced four weeks before delivery and had to be paid for in full, meaning my loan repayments and insurance started well before I even had the car. Whenever I questioned this, I was… Read more

repeatedly told it was "out of their hands."

When I finally collected the car, the battery wasn't charged, and I had to wait around for an hour before I could leave the dealership.

After driving away, I noticed the window tint was badly bubbled. I returned to the dealership and was told to wait two days for it to settle and, if it didn't, to call back so it could be fixed. I have since tried to arrange a time to have the tint repaired but have received no response. I also copied the salesperson who sold me the car, Fil, into my emails and have still had no reply.

When I paid my $1,000 deposit, I was promised complimentary car mats. They weren't provided at handover, and when I followed this up, I was told they were on back order.

I have emailed the General Manager, Chris Vines, twice and have received no response. I was also told I would receive a text message within a week of collecting the car to claim the return of my $1,000 deposit and the $3,000 cashback. That message has never arrived.

When you spend over $53,000 on a new car, the experience should be exciting and positive from start to finish. Instead, it has been stressful and disappointing. Even the handover and setup of the car felt rushed. Very little time was spent explaining the vehicle's features, and I ended up having to find and download the owner's manual myself just to work out how certain functions operated.

Clear communication, organised processes, and quality after-sales service are essential when making such a significant purchase. Unfortunately, that was not my experience with BYD Werribee. Based on my experience, I would not recommend BYD.

Now up to the 5th repair for the same fault. I think what is worse is you can't actually talk to the service people. You get customer care people that really know nothing. Unfortunately many of the service people would also seem to know very little. All up not a great experience with our first and probably last BYD. I don't mind if something is… Read more

wrong it's all about how you are treated in resolving an issue. Our fault is a serious safety issue and the BYD service person says sorry you need to wait your turn we can book you in on the 9th of July, 4 weeks from now to redo a repair they have done 4 times already. Would anyone call that reasonable care. It's a warning to all BYD customers

If you are thinking about purchasing an EV from BYD North Lakes, I urge you to proceed with extreme caution and get absolutely everything in writing. My experience with their sales, delivery, and after-sales care has been nothing short of a nightmare. t took a grueling 6 months for my car to finally arrive. Throughout this period, the dealership… Read more

constantly shifted delivery timelines, leaving me in the dark. During the sales pitch, I was explicitly promised that vehicle car mats would be included upon delivery. When I picked up the keys, the mats were missing.

Shortly after taking delivery, I discovered a major defect—the vehicle could not charge at the vast majority of public EV chargers, severely limiting the car's usability and rendering it practically useless for regular commuting or travel. When I reported the defect, the response was agonizingly slow, with BYD expecting me to wait 2 months just to resolve the issue. I spoke directly to BYD North Lakes manager 2 months later. They offered zero solutions, casually stating there "wasn’t a fix yet" for the charging fault.

Fed up with being fobbed off, I informed management that I would be escalating the matter further (e.g., to the Queensland Office of Fair Trading or relevant consumer protection bodies) if the issue wasn't resolved within 7 to 10 business days. Magically, the day after issuing that warning, my phone rang with a booking to bring the car in to finally get it fixed. It’s clear they have the ability to act but choose not to until you threaten formal action.

Absolutely appalling experience with BYD Caroline Springs. We paid for our BYD to be delivered with window tinting and floor mats. On handover day, neither was ready. The mats weren’t available and the car wasn’t tinted, despite us having already paid for both. We were then forced to arrange a separate tint appointment, but after ongoing poor… Read more

communication, delays, and a complete lack of customer service, we decided to have the tint done elsewhere and requested a refund for the tinting service that was never provided.

Kia, who handled our handover, advised she would not provide a refund despite the service never being delivered. We requested escalation to management and were even provided the wrong email address after multiple follow-ups. Since then, we’ve made numerous calls requesting contact from management and specifically Director Rowland, yet nobody has returned our calls or taken ownership of the issue.

The most frustrating part isn’t that mistakes were made—it’s the complete lack of accountability and refusal to resolve them. Once the sale was completed, customer service seemed to disappear entirely.

We’re now considering escalating the matter to Consumer Affairs as all attempts to resolve this directly have been ignored.

Very disappointing experience and not what you’d expect when spending tens of thousands of dollars on a new vehicle.

to continue my initial review. I ordered my sealion 7 on 30 Mar 26 at St Mary dealership in ADELAIDE. The sale guy told me it should be delivered by either end of April 26 or no later than early May 26. I contacted BYD headquarter they gave me the same promise. As of today 22 May 26, I was told by the dealer that they still do not have a timeframe… Read more

when I will expect the delivery. My friend ordered a telsla Model 3 at around the same date but he received it at the end of April 26. As I purchased my BYD to take advantage of the driveaway deal but car needs to be delivered before 31 May 26. Now I doubt if BYD is intentionally delaying the delivery of my car so I do not get the discount coz it should not take this long. Zac from BYD St Mary is quite responsive which is the only reason I am not giving 1 start. I am suggesting all my connection to hold their thoughts to purchase BYD given my experience. A reputable car brand should keep their promises and maintain high standard of post sale customer services.