My Nightmare Buying a New Tucson 2.0L Executive Auto from the Weltevreden Park Dealership

My Nightmare Buying a New Tucson 2.0L Executive Auto from the Weltevreden Park Dealership

On the 23rd October I emailed the above dealership that I wanted to buy a Tucson 2.0L Executive Automatic and and they rep**** that a salesman would be assigned to me. I arrived the next day and was introduced to Matt by Saun Naude (the senior salesman). It was immediately evident that the salesman was not fami**** with Hyundai products and kept referring back to Shaun.

I gave Shaun a list of the options I wanted like, automatic, grey colour, central locking, apple air play, aircon, immobiliser, leather seats, blue tooth, power steering, tinted windows and towbar. I was told that the colour I wanted was on its way from another dealership and it already had tinted windows. Shaun proceeded to order the towbar and I went for a test drive while they valued and examined my BMW 320i.

i was promised that the car would be ready on Saturday and arranged insurance for it. I arrived on Saturday morning to collect the vehicle and the salesman Matt was no where to be seen. Another salesman tried to phone him. Eventually he arrived and I asked him where my car was and he said they are bringing it around.

The car was finally, brought to the showroom and I immediately noticed it was dirty. Shaun said that it rained the night before, which was true, but why was the car dirty inside? It should have been parked at the showroom ready for my collection. Then I inspected the interior of the car and found that it had a cut on the rear seat. Shaun said he went through the car with a fine tooth comb to check everything! i decided that I would not accept the car and was continually begged by Shaun to give him a chance to replace the seat from another new car.

My mother who is 90 years old was in shock and I got into me old BMW to leave when I realized that it was no longer insured as the insurance was changed to the new car. I then decided to let Shaun replace the seat and asked how long it would take. He said about 2 hours so we waited in the showroom. Eventually, he seat was replaced and I went to sing the documents only to find that they were unable to print them and i would have to sign electronically to get the car. I was not happy to say the least. While we were waiting for the seat to be replaced someone introduced himself as "Tienie from Customer Care" instead of telling me he was the manager of the dealership. He apologized for the incident.

Eventually, we left and went to a nearby shopping centre to do our groceries and I noticed other Tucsons fitted with towbars at the parking lot of the shopping centre, only to find out that Shaun had installed a pirate towbar on my car instead of a genuine Hyundai tower.

I would not go to a Hyundai Dealership to order a pirate towbar for a half a million Rand car! So why was I not informed informed whether i wanted a genuine towbar or a pirate towbar? Shaun said it was the only one available at the time and it came from another dealership! really! then he and I ended-up at manager's office where they tried to persuade me to have the pirate towbar swapped with that from another saleswoman's Tucson saying she never used the towbar. Tienie said he would not have to fork-out for another towbar. At first I agreed, but soon after I thought to myself, why must I accept a used towbar when I had ordered the genuine towbar which I was charged for.

Why must I make all the concessions? I had already had to accept a rear seat to replace the torn one on the vehicle and now I was being asked to accept a used towbar, which by the way, was damaged. I paid for a new vehicle and not for a repaired vehicle. Who knows from which vehicle the seat came form and if it was installed correctly!

Then the manager, sent an email to his staff to to order the genuine towbar and let me know when it arrived so that they could have it fitted.

I took the car to the dealership to have it fitted and they kept dragging their feet saying that the workshop was fully booked. I eventually returned the loan vehicle two days later; a Hyundai i10, really is this the best they could offer me after spending so much money for a new car?

When I bought the car I was told it would take 3 to 7 days to register the car and after ten days the plates were still not ready. So when the car for after replacement of the towbar they were going to fit the number plates as well. The temporary permit would have run-out 2 days later.

So I drove home with the correct towbar and started to put all my belongings bak in the car when I noticed that the chrome insert on the left passenger door had been scratched. I took a photo of it and emailed it to Matt and copied the Manager Tienie Potgeiter. I mentioned in my email that I hoped that that was not what I could expect in the future, when my car went in for service and was under the dealership's care. My email was ignored without even a simple sorry and the I decided to contact Hyundai Head Office

It was so difficult to get through to them on Friday morning I had to hang-on for nearly one hour. After I told my nightmare of a story to customer care at head office, I was told that they cannot tell the dealership what to do. Great help that was!

Then I received a whatsApp message that their team would replace the chrome beading and redo the film on the windows which had ****les.

I am very sorry, Mr. Tienie Potgeiter but I cannot accept such unprofessional behavior from your dealership because your salesman that failed to inspect the vehicle properly in the first place and then tried to trick me by installing a pirate towbar and the service from your service department that failed to exercise proper care when my vehicle was in the care.

You will need to to supply me with new vehicle with the optional extras as I requested because I am not going to be the one who has to make concessions for the unprofessional behavior of your staff. You failed to follow-up after the first complaint, in order to make sure that your staff went the extra mile to insure that my ordeal was minimized.

I am not going to sign the form that I was treated fairly at your dealership etc. Your Dealership already has a bad reputation and a lot of my friends at the hospital have bad experiences at your branch. One of them even went on to relate to me that he took the car to your dealership for service and was charged for as such but all that happened was that his car had an expensive wash and that it was not serviced!

I an going to pursue this matter further and it will eventually end-up with complaint to to Hyundai in South Korea and all other media, like you-tube, face book and all my whatsApp contacts.

I am a very patient and accommodating person but after your lack of response to the damage of the car, that was the last straw .......

Why must I fall backwards to accommodate the shortcomings of your dealership?

Hellopeter is full of complaints about your dealership. I am not like the others that accept unprofessional behavior and I will leave no stone unturned until you supply me with a new vehicle with the options I requested, properly pre-inspected and pre-delivery serviced and then I will gladly sign your form that I am happy with the vehicle delivered.

Mr. D. Kritikos