APPALING SERVICE

Appalling Service by HEYCARTER S Suzanna Shabangu to ***, ***, ***, +1 0 minutes agoDetails Good day sir/ Madam

I would like to lodge a complaint of the horrible service I have received from your organization. On the 1/04/2023 i saw an advert of a Suzuki swift vehicle that Heycater was selling and I sent my details online to be contacted by a sales agent. I then received a call from a lady by the name of Sithembile on the very same day who then asked a few questions and did a “Pre check” and she later confirmed all was in order and a sales consultant would contact me on the very same day to assist me with sale process, after a couple of hours I received a call from Aphelele Mtakati ( sales agent from heycater) who then explained to me what documentation would be required for him to be able to check if I can qualify for the request vehicle(Suzuki swift GLX), At 11:53 on the 01/04/2023 I sent the sales agent Aphalele Mtakati my id copy, original drivers license, 3 months bank statement, 3 months’ pay slip. On Monday the 03/04/2023 I got a whatsapp text from Aphelele requesting for him to give me feedback after he had submitted requests to a few banks(3 Hard enquires made that weekend) he then returned with an offer from wesbank for a 2023 Suzuki swift 1.2 GA with a deposit of R 30 000 and interest of 16.13% and balloon of R48725.00, he offered that HeyCater would pay 50% of the deposit and I would have to come up with the R15000.00. I explained to him that I am cash strapped and will not be able to afford the R15000.00 however I will speak to my partner and will give him feed back the following day, I then requested him to send me the application notification so I could show my partner, I further requested him to explain how the R 15000.00 HeyCarter will be paying would be paid back and he said I don’t have to that R 15 thousand only as its assistance the company offers their potential customers” So here at carter, we do our best to get clients in the car they want by doing that we basically take the money out of our commission by choice obviously and if given permission to do so, that why I say if you can make that other R 15000.00 im then obliged to make sure I can also meet you half way and get you inside a car”. I then asked him via text if he could try submitting for a Suzuku swift GLX whould it decline ? he confirmed that the approved the GL Red and black. And the blue and white was declined and he explained that the Gl would also require deposit and estimated instalement of R3800.

On the 04/04/2023 Aphelele sent me a text and asked if I was available to take his call and I responded that I would be done by 9am, he then called and I explained to him that my partner and I had a long discussion and we have reached a conclusion of not taking the offer as we cant afford the R 15000.00 required and Aphelele said he had good news he had managed to decrease the R30 000.00 TO 10 000.00 so all I had to pay in was R5000.00. I told him I still don’t have that much but he can send the offer I would show my partner. I asked about the metallic paint charge and he confirmed its only R 100.00 towards finance deal.

He called me on that very same day around 10:15 and told me about the Renault clio 2019 66kw turbo dynamique R 209 900 and he sent me pictures with 49k mileage on the clock, I explained to him that I really wanted a brand new car however he then told me NO DEPOSIT AND 3 YEAR WARRANTY and that really caught my attention. I asked him to check If the Suzuki Baleno would be approved he said “ declined” and he then said he has spoke to the bank and the best option is the Renault clio 2019and assured me it had no mechanical issues and it looks brand new, I asked if I can test drive the vehicle and he said any time im available I can come and test drive, I then asked him to send me the details of the clio and so I can speak to my partner yet again. He asked me to further more documents like the Maintenance agreement I have with the court and the father of my son and also stated that standard bank is not able to pick up my current drivers license ( after the recent renewal), I sent the proof of Maintenance agreement I then informed him I will call the traffic department and ask if they could evaluate my drivers license after numerous attempts with the traffic department call centre I resulted to going back to the traffic department the following day 05/04/2023 I will go there and check why the bank is not able to validate my drivers license. I then went to the traffic department and they confirmed that it wasn’t “Released” on system the day I collected the drivers license and I was assisted and I then notified Aphelele to kindly request the bank to attempt again as its now been updated with all that the excitement was starting to build up that im going to be driving my very own vehicle is a couple of days and how I would like my family to share this moment with me. When I returned home I was informed by the sale agent Aphelele that CONGRADULATIONS!!! WE ARE DONE , YOU ARE NOW VALIDATED. With all that excitement I started shopping around for car insurance and Aphelele offered to have a broker contact me to help get affordable car insurance. He then said he will send me the OTP so I can accept the offer and the I can get ready for the car to be delivered on Saturday. I received the email and “I ACEEPTED THE OFFER” the next day I would come to the rosebank office and test drive the vehicle with my partner. Arrangement were made for 16H30 06/04/2023 later that day I received a call from Tumi Aphelele’s Team leader to Congratulate me on my purchase and I explained to her how excited I am and how if like to have my mom over for the collection on the 08/04/2023 and she promised to make it a memorable moment for us . On the 06/04/2023 Morning 10:00 Aphelele calls me to tell me he spoke to his Team leader Tumi who confirmed that the 2019 Renault clio no longer ha the 3 year warranty its only left 1 year up to 31/08/2024 and I told him I wasn’t happy as the warranty was a selling point for me and he then told me I can take up a service and extended warranty for extra R 100 on my finance deal after minutes of back and forth I told him I will take the maintenance and service plan. Upon our arrival for the Vehicle test drive Aphelele tells me the Maintenance plan is no oer R 100 it will be an additional R 500 which I told him its ridiculous amount and accept such, we test drove the vehicle and notices a few scratches and tyres are worn out and requested him to ask his superiors to change tyres and fix the scratches on the car. 07/04/2023 I received a text from Aphelele he said “Just got work from the Teamand with regards to the scratches on the side, sice they are minor theres nothing they’ll be able to do unfortunately. I do apologies on they behalf though” I then told him how unhappy I was with that and I requested his Team ;eader to contact me which she did on the 08/04/2023 and I explained the whole scenario to and she was in disbelief as I might assume however she promised to work something out for me and work on a cash back that would compensate me for the damages on the vehicle, a few hours later I receive a call from Tumi who now tells me she has bad new as the whole application was captured incorrectly and when she tried to recapture correctly wit the correct vehicle details and year the bak declined the whole application all together and she now doesn’t know what to do. I then explained to her that she needs to make something happen as I have a family waiting to collect a car with me and 5 hard enquires have been logged on my credit profile which will lower my score and I wont be able to apply for the next 12 months so I wont be able to accept an “I AM SORRY “ my credit score is messed up for the next 12 months after I’ve worked so hard to build it to were it is currently. Tumi promised to contact me back that was on the 08/04/2023 up until 12/04/2023 nothing from her.

I would like to log this complaint and express my disappointed to Carter after I trusted them with handling this precious moment for me and they’ve turned it to the worst experience. I am car less and 5 hard enquires that wouldn’t even allow me to get anything on credit. I would like HeyCarter to give me the vehicle I was approved for Renault clio 2019 with 46000 km or have all enquiries removed and compensated for all this. I hope this complaint is received and actioned as im willing to go as far as I get with this incident.

I have attached all documents and I have whatsapp conversations too.

Regards

Suzanna Shabangu