Hyundai East Rand - BAD SERVICE

Dear Vashen,

We know Ina Snyman personally and that is what makes sending email even more disappointing. Because, if this is the way she treats people that she knows. Then I will be scared to think how people are treated that she does not know!

We started discussing the purchase of the Hyundai i10 Grand during lockdown as we need the car urgently in order to travel to Cape Town for our new positions. At the start of the discussion we confirm the colour and the extras that we would require. Blue with a towbar. She advise that they are not able to do a towbar on the 1.0 but it is no problem on the 1.2 model. That would be used for the sole purpose of transporting n bike rack and bicycles!

She said that she confirmed that you had stock in blue and that she would be able to confirm that the car is PD’d and ready for delivery as soon as the lockdown is lifted and dealership opens.

With out going into long details. Here are the items confirmed by her in various WhatsApp messages and telephone discussions.

• Finance was approved under the special with install of +/- R2500 • They had the blue in stock that we wanted • Two bar would be fitted to the car with smash and grab. • They will be able to arrange delivery on Saturday 2nd of May 2020

In the week leading up to the 2nd of May we called to confirm that all was on track as we were busy arranging our accommodation in CPT and planning our trip. But still she said that they were waiting for the validation on the finance from WesBank. As some of the stories started to not make sense. We called WesBank personally to confirm the status of our application. They confirm that an application was approved on 14 April for a Hyundai Creta. We called her after speaking to WesBank and she then said…the validation is complete and that they needed to “podium” the transaction. Sounding like a doctor! We queried why the finance was done on a Creta, she said not to stress as WesBank did not update the car on their side, that was the reason it was showing Creta. She just used application we made in December when we first looked into buying car. Clearly this was not relevant to her.

When the branch opened on 1 May we came to see Ina to confirm that all was on track for Saturday. The update on the above was as follows:

• Yes! The finance was approved and under the special. With instalment of +/- R2500 (with WesBank) • We are trying to see what colour we can get. Blue not available. • We will sort out the towbar and smash and grab. • We can arrange delivery for 9am Saturday

By Saturday when we arrived all had changed

• Finance not on special and instalment if +/- R4100 and when we enquired, it was blamed on the maintenance plan that she added. Buy she insisted Michael will explain it all to us. NEVER SPOKE TO him at all! • They manage to get the star dust. We were happy with the colour in the end! • NO towbar as it is not allowed on that model. As it would affect the warranty. If we where told this as the time…It might have affect our choice in choosing a model. • We arrange our insurance as instructed and required by us. Sent proof…yet we were called by company arrange by Michael…yet we still we never spoke to Michael in person.

In the end:

• We paid the prorate insurance on car that was never delivered. • When they tried other banks to assist with delivery it came to our attention that the R15000 discount was never app**** to our purchase in the first place. • We were promised that a car would be made available to do our trip if they were not able to do delivery as planned. Had to rent a car to do our trip as planned at high cost when we were informed at last moment. That assisting us with loan car is no longer an option. • Car would be sent to us by truck on Monday with the contact and delivery arrange in Cape Town. That changed to sourcing a car in Cape Town and arranging with a dealer to do delivery on behalf of Hyundai East Rand.

Yesterday morning after another issue with clothing that was left by us in the “loan” car on Saturday, and called her just after we left and the dealership closed. She confirm that she would arrange for the clothes to be put into the store room. We again called on Sunday to confirm that the clothing was found and she advise it was put in the store room. With delivery begin arrange in Cape Town she asked that we arrange for the clothing to be collected. Yesterday morning it was “missing”. She even said that we should check if we didn’t leave it in our families car. We got very upset about all this confusion and got another call saying it was found exactly where we told her in the first place. She looked in the wrong car!

With this it is now clear that Ina Snyman… • only likes the sound of her own voice and does not pay attention to ANTHING that is said by the customer. • That she adds items to the purchase with out discussing it with the clients. • She likes dragging customer along with false promises and incorrect information. • She also told us stories of how she forced customers to finalize purchases and refusing to cancel contacts. Being VERY proud of her actions. I would be very concerned if I was you!

And all this while telling us that she is one of the TOP sales people at Hyundai East Rand. That is scary and I am then very glade we got her….because what if we got your worst!

So after all this we called you to raise our concerns based on the above and hoping to still finalize the deal! You advised that you would get your sales manager to call us to get the issues sorted out as we no longer felt comfortable dealing with Ina Snyman.

What can I say. You clearly lead by example!! Still no call from your sales manager or you!!

So! With all the empty promised we decided to not put our faith in to Hyundai East Rand and approach a dealership in Cape Town.

• We identified the closed dealer and arrived at the dealer at 9:36am on 4th of May 2020. • We were met by sales executive at the door. We explained what we needed and told him about our experience at Hyundai East Rand • He advise what they had to offer. We also asked about the towbar and was advise without hesitation that they are not able fit the towbar, but would be able to assist with alternative bike rack. Clearly a sales person that knows his product. • He took as to see his F&I that explained the finance option with a deal where the discount/cash back was included. • After adding the now extras he loaded our application on the system also adding the full maintenance plan and ended with lower instalment than what was explained by Ina as we NEVER met with your F&I Michael. • When we left the dealership @10:45am, they had the finance preapproved, sourced the appropriated colour and advise on expected delivery based on smash and grab and final approval from WesBank. • Had a call @9am to confirm when we were available to come in for the delivery.

Please see herewith photo for confirmation of the above!! @Stuart Neame – Dealer Principal (Hyundai Milnerton)

We would like to thank you and your staff Yuvan Rathan & Gerhard Hatting for showing that people are able to deliver what they promise.

Yuvan, from the moment we arrived, you were friendly helpful. You explained the options and took us to see Gerhard to allow him to structure the deal according to the special as advertised by Hyundai.

Gerhard, you treated as very professional and explained the various options. You took as trough the process, that now had to following during this difficult time with new process due to COVID19, constantly assuring us that we had nothing to be concerned about.

We understand this it was as learning curve for you. We appreciated your commitment to us as customers. You made this process truly memorable for all the right reason.

We will commit to carry the name of Hyundai Milnerton very high. We look forward to future dealings with your dealership!!

Please trust when I say that I will share our experience received by Hyundai East Rand as a whole on all available social media including Hello Peter. I would not recommend Hyundai East Rand to anyone.

Your truly disappointed X customers, and now marketing manager to promote your business. They all will know what they can expect when they enter Hyundai East Rand.

Johan Coetzer & Martin Botha