Not even worth ONE star!!!!!

Writer resides in Lime Acres, Northern Cape. As writer had bad experiences with Hyundai Kimberley’s service in the past, writer had to choose between Hyundai Bloemfontein and Hyundai Klerksdorp for the 15 000km service on this vehicle. As writer has free accommodation in Klerksdorp, the decision was obviously the dealership in Klerksdorp.

On 4 August at 11:44 writer contacted Hyundai Klerksdorp to book the service. Writer enquired about a courtesy vehicle or other means to get him home from the dealership. The lady simply rep**** that they don’t provide courtesy vehicles – writer much arrange own transport. She was very abrupt and, in writer’s opinion, quite rude – she made it sound as if she was doing the writer a favour to even speak to him.

On 21 August at 11:06 writer contacted Hyundai Klerksdorp to inform them that the vehicle has a radiator leak and to ask if they can order the radiator so that it is ready at the workshop to be fitted when the vehicle is serviced. Writer spoke to the same lady, who informed him that “the mechanics must first “look” at the radiator and then decide if it needs replacement. For your information: writer is a qualified mechanic and has the ability to make a decision if a radiator needs to be replaced or not. Writer also confirmed with Hyundai that this problem is covered under the warranty.

Furthermore, writer asked his son to go to the dealership to state the problem in person, and explain that writer cannot leave the vehicle at the dealership for an undetermined amount of time as writer resides approximately 500km and this is his only means of transport. At the dealership writer’s son went directly to the service department and informed the lady at the service reception desk of the problem with the radiator as well as logistical issues with regards to transport. She informed him that, seeing that the service is booked, the mechanic will decide on that day if the radiator needs to be replaced. Writer’s son stated the problem of transport again and enquired about a courtesy vehicle - should the vehicle in question need to be in the workshop for a long period – in order for writer to return home. She informed him that they do not provide courtesy vehicles and should writer insist, writer must deposit R10 000 into the dealership’s account before any arrangement in this regard could be made. She also informed him that radiators was on back order.

It must be mentioned that this is the second time writer experiences this unhelpful attitude from Hyundai Klerksdorp. In April 2018, writer took his Hyundai Tucson 1.7CRDi MT, 2017 model, for a service at the same dealership. He was contacted to inform him that the turbo was defective and there are no turbos available in the country. He was informed that it will take approximately 3-4 weeks for the part to be imported. The dealership refused to supply a courtesy vehicle, which forced writer to contact Hyundai South Africa. The company arranged for a courtesy vehicle, at no cost to the writer, as it was a warranty claim.

Not wanting to go through the same tedious process and amount of phone calls as in 2018, writer took the vehicle for its service on 12 September. Going through the checklist before the service, writer was asked if he wanted the vehicle washed. If so, it would R92-00 extra. He asked since when was this the norm. She said that it was Hyundai policy. He declined.

As suspected and predicted, writer received a phone call later that day from a person called Antonio, stating that the radiator must be replaced, but there isn’t any available: it is on back order. Writer then contacted a lady, Santie, at the dealership who is dealing with the warranty claims. After explaining the situation, she informed writer that she will try to locate the part and call back. After more than an hour passed, writer called the dealership again to find out what the state of the situation is. Santie informed him that there are TWO radiators available in Johannesburg (150km from Klerksdorp) but it will only be available the following week. Writer gave instruction that they must obtain the part and inform him when it is available at the dealership to arrange a date for replacement.

Then, suddenly, writer received a phone call from Antonio, stating that the vehicle was brought in outside of the kilometer limit for the service and that writer is responsible for the service costs. Writer was very upset as the odometer read 14 701km when the vehicle was parked at the service department. He contacted Liquid Capital to enquire about this matter whereas the consultant informed writer that this was incorrect – the service will be paid by Liquid Capital as all conditions were met. Writer phoned Antonio and informed him about Liquid Capital’s position and refused to pay for the service from his own pocket. After another half an hour, writer was contacted again by Antonio, stating that he confused writer with another vehicle owner and that the vehicle is ready for collection.

When writer collected the vehicle, he confirmed with Antonio that writer will be contacted as soon as the part arrived to arrange a date for replacement. Writer gave the dealership one month to contact him. Today, one month later, writer did not receive any callback and decided to lodge a complaint with Hyundai South Africa. Then, suddenly, he received a phone call from Antonio stating that the part has arrived. Writer confronted him about when the part was received as it should have been at the dealership more than three weeks ago. He apologized, confirmed that the part arrived weeks ago and stated the he FORGOT to contact writer when the part arrived. Furthermore, he ASSUMED that writer will be in Klerksdorp during this time.

In the meantime, writer contacted different Hyundai dealerships (Bloemfontein, Pretoria and Somerset-West) to confirm their policy with regards to warranty claims, courtesy vehicles and ordering of faulty parts. ALL three dealerships stated that should a service center be informed of a specific problem, the part can be ordered beforehand to ensure the least disruption for the client. Should the part be ordered unnecessarily, the client will be liable for the costs. Writer also confirmed that there was no backlog on radiators – it is readily available. Furthermore, ALL three dealerships provide courtesy vehicles for warranty claims, should the vehicle owner reside more than a specific distance from the dealership AND should the process to fix the problem take longer than a certain time period. Furthermore, when servicing a vehicle at ANY of these dealerships, the car wash is included.

Furthermore, vehicle in question was registered 3 January 2023. When the dealership completed the service record for the 15 000km service, they indicated that the next service is due 1 March 2024. This did not seem correct and writer contacted Liquid Capital. The consultant stated that it was incorrect and that the next service date is September 2024 or 30 000km (Ref. number: CAS-***-K3T3F5).

To summarise:

1. Hyundai Klerksdorp is ***********: Service book completed incorrectly, wrong/false information supp**** with regards to services and warrant claims, etc.

2. Hyundai Klerksdorp is unprofessional: The way in which clients are addressed and spoken to, telephonically and in person. The “DON’T CARE” attitude in which clients’ queries and complaints are dealt with.

3. Hyundai Klerksdorp don’t keep promises and assurances: They don’t call clients to arrange replacement dates, don’t call back as promised, etc. Client must phone in (e.g. seven times in one day on 12 September 2023).

4. Hyundai Klerksdorp is misleading/ lying to clients: The specific part writer required, was available, although they stated that there was a backlog.