Formal Complaint – Misrepresentation of Vehicle Warranty and Unfair Financial Burden

We purchased a used VW Amarok through Ford Credit just over a year ago. Because it was a used vehicle and I had no knowledge of its prior history, I specifically insisted that a comprehensive warranty policy be included in the deal for peace of mind.

The deal was approved, and we were even charged an inspection fee of R3,600 to confirm the vehicle’s condition and eligibility for the warranty. Based on that inspection and approval, we were assured the car was in good mechanical order and that the warranty would protect us should any major issues arise.

Over the past year, a few minor issues came up, all of which I paid for out of my own pocket. I also made sure every service was completed on time, including a major service and cambelt replacement immediately after purchase — at a cost of approximately R18,000.

Now that a major issue has occurred, I submitted a claim under the warranty policy — only to be informed that the claim is rejected because the car had “modifications,” specifically the removal of the catalytic converter (CAT). This is absolutely unacceptable, as the car was sold and approved in this exact condition after the so-called inspection that we were billed for.

If the inspection was done properly, the removal of the CAT would have been immediately visible. Yet the vehicle was approved for warranty coverage at the time of purchase. It is therefore unreasonable and ********* to now deny our claim based on a condition that was clearly present when the car was sold.

We have been driving this vehicle for over a year with the understanding — and documented confirmation — that we were covered under warranty. Now we are being left with a repair quotation of R150,000 and a warranty provider (CAR VAPS) that has already admitted they will only refund the policy, which does nothing to resolve the financial damage we face.

Had we been made aware that the warranty would not apply, we would never have purchased the vehicle. This entire situation reeks of negligence, misrepresentation, and possible commission-driven misconduct by both Ford Numbi White River and the involved sales representative, Werner Serfontein.

I demand full transparency regarding:

The commission or profit made by the dealership and Ford Credit on this sale.

How the inspection was approved despite the modification.

What action Ford Credit and Ford Numbi White River intend to take to rectify this situation.

We will not accept this matter being brushed aside. Unless a fair resolution is reached promptly, we will escalate this case to the Motor Industry Ombudsman, consumer protection authorities, and take all necessary legal steps.

This situation has caused significant financial loss and emotional distress, and we expect Ford Credit and Ford Numbi White River to take responsibility for their role in selling a misrepresented vehicle under a misleading warranty agreement.

We expect an urgent response and resolution.