Disappointment to disappointment from bad to worse

On the 18th of July 2018, my Hyundai Tucson 1.6 TDGI Elite DCT went for a service at Hyundai Waterberg in Ellisras / Lephalale completed the service bill on 25th of July 2018 because they did not have the air filters in stock. My vehicle was in for the 2nd service with a mileage of 24375km.

With the service of the vehicle they damaged the vehicle. Nawaal Williams of Hyundai Waterberg's part-division contacted me to come to Hyundai Waterberg as she did not want to tell me what was wrong by telephone. On arrival she told us the trainee had damaged my vehicle.

I do not have to worry about the costs, it will be paid by Waterberg Hyundai and my vehicle will be shipped to Bela-Bela where it was previously repaired. Louis Kemp the manager was not there to talk to me about the situation.

The damage was estimated at R36369.19 by a Hyundai approved panel beater. Damage to the vehicle was set as follows (full exposition attached to panel beater): - Right Front Door - Right Front Door Inside - Right Front Door Mirror Scratched - Right Front Fender - Right Back Door Scratched

I did not receive any feedback from their side about the vehicle repair, I started using my own initiative and began to request a quote from BB Auto Body Rebuild CC in Bella Bella with photos I sent to them.

With receipt of the quotation on 26th of July 2018, I gave the quote to Hyundai Waterberg. Louise Kemp was at the office and looked at the vehicle saying that the door can only be repaired and not necessary for replacement, even though the seam has torn.

My vehicle was in 100% right condition as I gave it to them. Louise Kemp did not even have the managers ability to apologize. I contacted Hyundai SA's Client Service, where I have explained the situation to them, the only answer from Hyundai SA's Client Service they can’t do anything, everything depends on the owner (Willie Hoffman) this conversation with Hyundai SA's Client Service was recorded. Willie Hoffman also does not have the humanity to even call and talk to me or apologize for the negligence of its staff. It is after all his business.

After that, I left the vehicle at Hyundai Waterberg, as I struggled with the door. After a long struggle and complaint with the Ombudsman of Vehicle Industry, something has finally begun to take place. No feedback from Louise Kemp / Willie Hoffman's side with the Ombudsman's complaint.

So I was not notified where my vehicle was, being repaired not even that the vehicle was to an Menlyn Hyundai approved panel beater, not even how the process is going, Nawaal Williams should always be contacted and ask what the process of the vehicle repair is.

Friday 21 September 2018, Nawaal Williams contacted me to let me know that I can pick up the vehicle later, they only wait for the vehicle get washed. 16H00 I went to Hyundai Waterberg to pick up the vehicle, very excited. Disappointment to disappointment from bad to worse, my vehicle is not in perfect condition, no new door only repaired and easy to see, no repair on fender, paint is even worse than it was and the inside panel of the door also exactly the same, as well as the scratched mirror and back door. (What will my vehicle trade in value become?)

With this I have already worked up my temper and took it out on Louise Kemp, as Louise Kemp respond: “You will not talk to me like this, take your vehicle and leave. If you want to take it further, you have to contact Willie Hoffman.” What is the purpose of having a manager if he cannot handle disappointed clients?

Willie Hoffman is in Bella Bella. How does Louise Kemp expect Willie Hoffman to be able to assist us, when he is the manager who has to deal with Hyundai clients. Hyundai Waterberg was a much better place with Pierre Malan as Manager (Principal), where you never saw the sales consultants with earphones in the ears or feet on the tables.

Personally, I am very negative with Hyundai South Africa's conduct on the matter and decided on the weekend that we would rather support Toyota for the future, which was never our choice of vehicle. Customer trust does not come to you, it needs to be earned. One unresolved negative client experienced takes at least twelve positive clients to make up for it. The feedback received from Waterberg Hyundai by Nawaal Williams that Willie Hoffman did respond to the Motor Industry Ombudsman of South Africa tells me directly every thing from their side is only a lie as I received the following today by Motor Industry Ombudsman of South Africa:

With regards to this vehicle related complaint lodged with our offices, kindly note that we have not received a response as yet. Kindly forward a response to the MIOSA within 48 hours in order for this dispute to be fully investigated and brought to finality. Failure to respond accordingly will be viewed as non-compliance to the Consumer Protection Act 68 of 2008 as well as the South African Automotive Industry Code of Conduct and we will be left with no option but to escalate this complaint to the National Consumer Commission for further action which may entail the imposition of fines.