FORMAL REPORT – GWM KEMPTON PARK: NON‑PAYMENT OF AGREED REIMBUR*****TS & POOR CUSTOMER SERVICE

1. Introduction

This report outlines the issues I experienced with GWM Kempton Park relating to my vehicle purchase, delayed delivery, and the dealership’s failure to reimburse agreed instalment and travel costs. The matter has resulted in significant inconvenience, financial loss, and extremely poor customer service.

2. Background • I purchased my vehicle from GWM Kempton Park in early October 2025. • The finance was approved through WesBank, and my contract included a 60 day payment break, meaning my first instalment would only be due in January 2026. • During the application process, the dealership informed me that they were short on stock of the model I purchased. • By the time stock arrived at the end of October, I had already paid the instalment for my old car.

3. Dealership’s Commitment Because the stock delay was caused by GWM Kempton Park and resulted in me paying an instalment for my old car instead of the new car, the dealership agreed to: ✔ Reimburse my December instalment This was to ensure I still received the full 60 day payment break offered by WesBank. This agreement was communicated and confirmed by Jacob, the salesperson and the lady that handled my contract.

4. Events After Vehicle Collection • I collected my vehicle on 31 October 2025. • Jacob advised that the instalment reimbur*****t would be paid during the second week of November—this never happened. • From November until December, I repeatedly phoned Jacob for updates, and each time he said: o “The payment is coming.” o “They are still busy with paperwork.”

5. Missed Instalment & Underpayment • In December, WesBank deducted the instalment from my personal funds, even though GWM had not refunded me as agreed. • When payment eventually came through, the dealership underpaid me: o Amount due: R5,281.91 o Amount paid: R4,537.40 • I questioned the short payment, and Jacob promised to resolve it—but nothing happened.

6. Personal Visit to the Dealership Since the dealership was not taking my calls seriously, I travelled from Rietkuil, Mpumalanga to Kempton Park to resolve the matter in person. • On my first visit, Jacob was not present, and I found a lady by the name of Lehlogonolo who advised that I return on Monday. • When I returned, I received repeated excuses and was told the claim had been “sent to finance.” • I was referred to the manager, Shaun, who claimed it was the first he was hearing about my case. • Shaun asked for a day to investigate. The next day: • Shaun called to ask if I knew they “only owed about R700”. • His tone and wording made it seem like the amount was too small to matter. • I advised that I expected full payment, regardless of the amount.

7. Further Delays & Another Short Payment • Another week passed with no communication and no payment. • I finally received only R700, even though the correct outstanding amount was R744.51. • I also submitted a claim for travel reimbur*****t, as allowed by consumer protections when a customer incurs costs to resolve a supplier’s error. The travel reimbur*****t was never paid.

8. 2 March 2026 – Final Call with Shaun (Manager) When I called Shaun on 02/03/2026 to follow up on the travel reimbur*****t: • He refused to pay it. • He said, “No one told you to come to the branch. You should have called.” • I explained I had been calling since November, and nothing had been resolved until I arrived in person. • He repeated that he would not pay and dismissed my concerns. • When I asked if he felt the treatment I received was fair, he said nothing and then repeated that the dealership would not pay me anything further. The interaction was extremely unprofessional and dismissive.

9. Summary of Issues 1. Repeated breach of agreements • They committed to pay my December instalment—then delayed, underpaid, and partially paid. 2. Extremely poor communication • Constant follow ups ignored. • False promises week after week. 3. Unprofessional and rude behavior from management • Shaun displayed no customer empathy or accountability. • He dismissed my legitimate consumer rights. 4. Financial loss • Short payments: o R5,281.91 due → R4,537.40 paid o R744.51 due → R700 paid • Travel cost still unpaid. 5. Emotional and time burden • I had to travel from Mpumalanga to Gauteng to force action. • Over 3 months of unnecessary stress.

10. Conclusion I am deeply dissatisfied with the service received from GWM Kempton Park. Their behavior demonstrates: • lack of accountability • broken promises • dishonesty in payment handling • poor customer service • ********* treatment after a sale Had this happened before I completed the customer satisfaction survey, I would have rated the dealership 1 out of 10. I cannot in good conscience recommend GWM Kempton Park to anyone, and I strongly believe that GWM/Motus Group should consider retraining their staff, especially Shaun, in: • customer service • emotional intelligence • conflict resolution • communication skills

11. Requested Actions I request the following: 1. Immediate payment of the outstanding balance (R44.51 short). 2. Reimbur*****t of my travel costs as per consumer protection act (Compensation for Costs). 3. Formal apology for the poor treatment and delays. 4. Internal review of staff conducts and dealership processes.