VERY IRATE CUSTOMER

On the 2019/10/28 I called New Vaal Motors South (The Glen) on *** to inquire if I can bring in my car to be checked and repaired as it was making a noise on the front wheels. The lady who answered my call told me that I can bring in the car at the New Vaal Vereeniging dealership as the New Vaal Motors South is closed. I was very surprised because I never got a notification as New Vaal Motors South client that they are closing down. I further asked the lady where can I take the vehicle to be checked as Vereeniging is far for me, she suggested that I take it to Arnold Chatz Constantia Kloof or Cargo in Bedfordview. I called Arnold Chatz Constantia Kloof to inquire and I was told I can bring in the car the following day 29/10/2019 of which I did. During the course of the day 2019/10/29 I received a call from Melissa Becker who is the service advisor at Arnold Chatz Constantia Kloof to inform me that they cannot perform any repairs on the vehicle as the vehicle does not have contents, and she asked me where I bought the vehicle and where have I taken it for services before. I told her I bought the vehicle at the New Vaal Motors South (The Glen) and it has been serviced there twice. She said she could see an entry of a service transaction but she doesn’t understand why it shows no contents and she said she will take the matter up with their Fiat Group Automobiles South Africa (Pty) Ltd Chrysler South Africa (Pty) Ltd Head office and give me feedback. I asked her why the New Vaal Motors South closed down and her response was she doesn’t want to get involved and that the New Vaal Motors South had issues. On the 2019/10/30 Melissa Becker called me and advise me that she can’t assist and I should take the matter up with the Fiat Group Automobiles South Africa (Pty) Ltd Chrysler South Africa (Pty) Ltd Head office. I called the Fiat Group Automobiles South Africa (Pty) Ltd Chrysler South Africa (Pty) Ltd Head office 2019/10/30 and I spoke to Nomagugu Mtshoniswa and I explained everything to her regarding vehicle contents and that Arnold Chatz referred me to deal with head office. Nomagugu Mtshoniswa asked for the vehicle vin number to check and she also told me that the vehicle has no contents however she could see that there was a service transaction that was made and I asked her how is that possible? Nomagugu Mtshoniswa requested me that I email her the vehicle documents and the email correspondence between myself, the Principal Dealer Andre Potgieter and the sales person Eddie Ackerman from the New Vaal Motors South that I was given by New Vaal Motors South of which I did the same day. Nomagugu Mtshoniswa later rep**** that she has escalated my maintenance query to her Warranty Manager and that she will provide feedback by the end of the week. On the 2019/10/31 Nomagugu Mtshoniswa rep**** on email that the vehicle did not come with a service plan and that the second service was paid in error. I responded back and asked her to explain to me what she means by saying the vehicle did not come with a service plan and that the second service was paid in error? Because according to my knowledge the vehicle has the maintenance / service and warranty plans. Mail response below to Nomagugu: Good day Nomagugu When I purchased the vehicle I personally requested and insisted on a service / maintenance and a warranty plan as well as the smash and grab on the windows as part of the purchase contract deal and that was communicated to the Principal dealer Andre Potgieter and the sales person Eddie Ackerman which were never done. I was supposed to collect the vehicle on the 28th of June 2017 however when I got to the dealership I enquired about the service/ maintenance and warranty plans as well as the smash and grab for the windows and Andre Potgieter was denying it and saying we didn’t agree on that. I then refused to sign the contract without the service / maintenance and warranty plans in place and I requested the R25000 I had paid for the deposit and that the deal is off. Andre Potgieter begged me not to cancel the deal off and that he committed that he will include the service / maintenance and warranty plans in place and that he will also do the smash and grab on the windows. The smash and grab was however done the next day. Andre Potgieter assured me that he will get the service / maintenance and warranty plans included with the contract deal, attached please see mail from myself to Andre Potgieter and Eddie Ackerman inquiring about the service plan. Later in that day I received a call from the sales person Eddie Ackerman to tell me to come collect the vehicle as Andre has secured a service / maintenance and warranty plans for the vehicle. Attached please see the 360+ service / maintenance and warranty plan which was handed to me as proof that Andre Potgieter has secured the service / maintenance and warranty plan and Andre Potgieter told me that they as the dealership they are required by the Fiat Group Automobiles South Africa (Pty) Ltd, Chrysler South Africa (Pty) Ltd head office to load the service / maintenance and warranty plan purchase on the Jeep inhouse system to be sent to Jeep head office. Andre Potgieter assured me that all was in place and I shouldn’t worry when I have to bring the vehicle for service or maintenance as all the documents will reflect on the Jeep inhouse systems and that I will not be required to pay for any services rendered by the dealership. When I took the vehicle to Arnold Chatz on 2019/10/29 for repairs I was surprised and shocked to be told by Melissa from service department that the vehicle has no contents. I am totally disgruntled with the service I am receiving from the Fiat Group Automobiles South Africa (Pty) Ltd, Chrysler South Africa (Pty) Ltd head office and I strongly believe I was sold a lie by your New Vaal South Motors dealership Principal Dealer Andre Potgieter. Please advise as Head office how best you can assist me in resolving the above matter as I am currently not having the vehicle and I urgently need it to commute to work and also take my kids to school? And also I don’t have the amount of money required for repairs of the vehicle at my disposal. As per our telephone conversation 2019/10/30 you mentioned that the are no contents on the vehicle and that you will escalate to your warranty manager for investigations, what were the findings of the investigation? Please advise what are the contents? And also provide timelines as to when this can be resolved. I would appreciate if the above matter can be given your outmost attention and a speedy resolution. Nomagugu Mtshoniswa never responded to any questions posed to her instead on the 2019/11/01 she requested me to send her a copy of the service book with all the stamped services and she told me that my case has been escalated to her manager who has requested that information. I told her that I do not have the service book with me as it was in the cabiole of the vehicle at the Arnold Chatz Constantia Kloof dealership and kindly asked her to liaise with Melissa Becker to assist her. Nomagugu Mtshoniswa rep**** that she will speak to Arnold Chatz and will provide feedback after lunch on 2019/11/01 which she never did. On 2019/11/04 I sent Nomagugu Mtshoniswa a mail requesting the feedback which she promised to give on 2019/11/01. On the very same day Mellissa Becker called me in the afternoon to find out if I have received any feedback from their head office and I told her that I am still awaiting feedback from Nomagugu Mtshoniswa, I further asked Melissa Becker if Nomagugu made contact with her regarding the service book and she told me that Nomagugu Mtshoniswa never called her and no one from head office made contact with her. I explained to Nomagugu Mtshoniswa that I required feedback from her on the 2019/11/05 by 10am, and that if that is also not met I will have no choice but to escalate the matter further to the concerned regulatory bodies (MIOSA) and Hello Peter as I urgently need the vehicle to transport my kids to school and also commute to work and attend work business meeting outside of the office. On the 2019/11/05 Nomagugu Mtshoniswa responded to say the matter has been escalated to the used vehicle Sales Manager Bertus Mcgeer at the New Vaal Vereeniging and that Bertus Mcgeer is currently investigating and will provide feedback once it is available. I have never received any feedback from Bertus Mcgeer @ New Vaal Vereeniging instead today Nomagugu Mtshoniswa responded by saying “According to our records your vehicle did not come with a service and maintenance plan. The documents that you sent to me indicate that the 360 Plus service plan was a quotation. I have made contact with 360 Plus who have confirmed that there was no service plan on the records as well. We would advise you to escalate the matter to the New Vaal Vereeniging Dealer Principal. We are aware that you may not fully agree with the contents of this communication and in this regard wish to inform you that Fiat Chrysler South Africa subscribes to the Motor Industry Ombudsman (MIO) and will abide by any ruling that the MIO may make should you wish to approach this independent body for legally binding arbitration”

Their contact details are as follows:

Telephone: ***or 086 11 MIOSA

Telephone: ***

I am very surprised, shocked and very irate that today Nomagugu Mtshoniswa sends that response after giving me a run around and NEVER attempted to answer any of my questions posed to her until to date. Why should I be the one escalating the matter to the New Vaal Vereeniging? What is her job as head office??? I have taken the vehicle to the New Vaal Motors South (The Glen) twice and I never paid any monies for the services rendered and now I need the vehicle to be repaired and I am told the vehicle has no maintenance plan, so how were the two services done without the service plan????? The vehicle has been with Arnold Chatz Constantia Kloof since 2019/10/29 to date and I urgently need the vehicle to be repaired as I have been inconvenienced way too much and I am getting no joy from New Vaal Motors South / Vereeniging and the Fiat Group Automobiles South Africa (Pty) Ltd, Chrysler South Africa (Pty) Ltd head office.