BAD SERVICE

Herewith a complaint about my HYUNDAI I10 GRAND 2014

My car broke down and I had a private mechanic replace the clutch cable. That afternoon when I went home my car broke down on 14th Ave, Roodepoort. I then managed to get my car going again and had to drive in second gear for the rest of the way home.

My insurance sent First help to tow my car in on the morning of the 26th of June 2024 at 10h00 and took my car to Hyundai Weltevredenpark, Roodepoort.

Upon my arrival Vanessa Krauze assisted me, but she was too busy with her printer and her computer that weren’t working, that she only took my number (but not my name or any other relevant contact details) and said she will let me know what is wrong with my vehicle. I did not receive feedback at all during the course of the day so then the following day i.e., the 27th of June, I phoned to find out what was going on. I asked for the Service Manager, Colin Combrinck and the feedback I got from him was that he and Vanessa were discussing it now and that they will be sending through a quotation within the next hour.

When I received the quotation via WhatsApp for the replacement parts i.e., the clutch kit, skim flywheel, replacement of the driveshaft seals and gearbox oil, it had the details of Mrs. Cheryl Nel (see attached document) which is the first owner of the vehicle. When I phoned Vanessa to ask about this only then did she ask for my name and further contact details. 10 minutes later she sent a new invoice (see attached document) where she had given me a discount on the parts and services which we had discussed as per telephone conversation.

I then rep**** with regards to the quotation and gave the go ahead for them to begin. They then proceeded to start with my car to my knowledge on the 27th of June. It then took them a further 3 days to complete the work on my car.

When I fetched my car and drove home it did not feel 100% right, but I thought that maybe the clutch was still stiff and it would get better after “driving it in”, but this was not the case at all. I took my car to a private mechanic for a full service on the 1st of August, and when I collected my car later that day, he mentioned to me that it did not appear to him that anything had been done with my clutch at all. He took pictures (see attached photo’s) to show me what he was talking about, i.e., no wear/adjustment marks on the bolts. I was shocked to say the least. The next day on the 2nd of August 2024, which was my off day, my partner and I then took my car back to Hyundai Weltervredenpark. I asked to see Colin Combrinck again to discuss the matter. He then asked Vanessa to get the job card so that he could see what was actually done. While we were waiting for Vanessa to get the job card, Colin came to us and said that it was the incorrect clutch cable which was fitted by the private mechanic and it had to be replaced. He then said that they would do the labor for free but I must pay for the new cable (which was R1300.00), but throughout this whole process beforehand no one had informed me about the cable being wrong. When they got the job card, Colin said that Venessa told him that she had spoken to me about replacing the cable, which was not the case. When all of us were in his office Vanessa then confessed that she hadn’t phoned me and she was the one who had decided to not replace the cable.

After a long discussion with Colin, he said that the dealership will fix the issue at their own cost. They proceeded to order the cable on the 2nd of August and said that my car would be ready on Saturday the 3rd of August at 8h00, so I had to leave it at the dealership again. When I collected my car again and then drove home the clutch started to shudder and I struggled to get it into second gear and the clutch peddle make a screeching sound when I pushed it in to change my gears. I turned around and went straight back to the dealership for them to have a look at it. The mechanic on duty sprayed Q20 on the peddle and adjusted the cable. This did not fix the issue at all and the mechanic then told me that the pressure plate is faulty and they would have to order it on Monday the 5th of August and replace it, so I left my car with them again and waited to hear from them on the Monday.

By 09h00 on the 5th of August, nobody had phoned me to let me know what was happening. I then phoned in to speak to Colin, but he was unavailable and they said that he would phone me back. I then waited about 30 minutes, but did not receive a call back. I then decided to phone in and speak to the dealer principal Mark Derbyshire, I told him my story and he said that he will get back to me. I only had to wait 20 minutes before he phoned me back and said they would be replacing the pressure plate, as it has been bent and he would let me know when my car would be ready.

At 15h00 Venessa phoned me and said that they were still busy with my car. I then got another call about 30 minutes later to say that the new clutch cable was also faulty and would have to be replaced again and that my car would only be the following day the 6th of August.

On the 6th of August I waited to hear back as to what was happening with my car, but only got a call at about 16h30 to say that my car was ready and that I could come and fetch it. My partner then went to fetch my car and for the first time in a long time my car felt normal and seemed as everything was working as it should. I then took my car to the private mechanic again on the 7th of August so that he could assess the clutch again and he took more photos and then said that only then it looked like actual work had been done, see photos attached.

I had to pay in R9200.00, and I was inconvenienced numerous times as I had to sit without a car for days on end, I find this absolutely ridiculous, no one should be treated so poorly, it felt like nobody had any pride in their work and for a situation to fall through the cracks is unacceptable. There should have been supervision from start to finish and surely the service manager should test drive the car after work has been done to make sure that everything is in order and up to standard. I am disgusted with the service I received and frustrated that there was so much back and forth before the correct parts were replaced and fitted properly.