Unacceptable customer service

Dear Auto City Heidelberg Management,

I am writing to formally express my extreme dissatisfaction and anger regarding the purchase of my Kia Pegus from Auto City Heidelberg in particular, the manner in which my concerns have been handled by your sales man.

I purchased this vehicle approximately two months ago, expecting to receive a reliable vehicle that was in good mechanical condition. I am therefore extremely disappointed that, after such a short period in my possession, the vehicle is already experiencing serious mechanical problems, particularly with the gears not engaging properly.

What is even more frustrating than the mechanical problem itself is the unacceptable level of customer service and lack of communication I have received since reporting the issue.

I initially attempted to contact the salesperson Noko Dinyake who assisted me with the purchase. Despite sending messages and making several calls, my messages were ignored and my calls were not answered. This is completely unacceptable, especially when I am contacting the dealership about a mechanical problem with a vehicle that I purchased from you only two months ago.

Because I was getting no assistance or response, I was eventually forced to personally go to the dealership yesterday to drop off the vehicle for inspection. I was advised that the vehicle would be inspected and that I would be contacted with the outcome and recommendations.

This morning, I followed up directly with the Sales Manager Hennie Steiger regarding the outcome of the inspection. I was told that he would get back to me. As of now, I am still waiting for that feedback ,even went to as far as calling him with no response.

Quite frankly, I find this treatment extremely disrespectful and unacceptable.

I purchased this vehicle in good faith and have every right to expect that a vehicle sold to me by an established dealership is roadworthy, reliable and fit for purpose. Having a vehicle develop significant mechanical problems only two months after taking possession is extremely concerning, and the lack of urgency shown by Auto City Heidelberg has made the situation even more unacceptable.

I should not have to repeatedly chase the dealership for basic communication regarding my vehicle and a serious mechanical concern. Ignoring my calls and messages and failing to provide timely feedback after the vehicle has been inspected is not the level of service I expected when purchasing a vehicle from your dealership.

I therefore require urgent written feedback on the following:

The outcome of the mechanical inspection conducted on my Kia Pegus. The exact mechanical fault that has been identified. What caused the fault. What repairs or corrective action Auto City Heidelberg intends to undertake. Who will be responsible for the costs associated with the repairs. When the vehicle will be repaired and made available to me. What assurance Auto City Heidelberg can provide that the vehicle will be safe and reliable following the repairs. I am extremely unhappy with the manner in which this matter has been handled thus far. I did not purchase a vehicle two months ago only to be left without proper assistance when a mechanical problem arose.

I expect this matter to be treated with the seriousness and urgency it deserves. Should I continue to receive no meaningful response or resolution, I will have no choice but to escalate the matter to the appropriate management and consumer protection authorities and pursue all available avenues to protect my rights as a consumer.

I expect a prompt response and a clear resolution, rather than further delays and unanswered communication.

I look forward to your urgent response.

Regards,

Macy

*** ***