Disgusting service

<p>I purchased a Hyundai I20 Glide, as well as a maintenance plan cash on the 24/12/12. I distinctly told the salesman who sold me the car, that I need a plan on mileage and not annual service as I would not do 15000km within a year and he said it was not a problem, and highlighted the kilometre service intervals in the service book. I went into Hyundai Plumstead towards the end of July 2015 as I was not happy with the idling. I gave the receptionist my registration number, which she looked up on the computer and then called one of the service advisors, showed him something on the screen & he asked her if it was a Liquid Capital Plan and she rep**** yes. He then told her to write “check idling” next to my name in the service diary. This triggered a warning sign & I asked her if there was a problem and her reply was “no Mrs Heynes we will see on the 18th August”. </p> <p>I arrived on the 18th August and was assisted by Megan who booked my car in, and while I was waiting for a lift to work, she came to inform me that I would need to pay cash for the service as I had to bring the car in annually and not on the kilometres as highlighted in my service book. I then informed her that when I purchased the car from their salesman, Keenan Duncan, this was not what we agreed on. She then told me that he is no longer with Hyundai to which I rep**** that it had nothing to do with the plan that I purchased and I was most unhappy about the fact that Hyundai expected this of me.</p> <p>She then presented me with a quotation of nearly R4000, which was the 30 000KM service, brakes and wiper blades. I queried as to why they would be doing a 30 000km service when I only had 23045KM on the clock. She rep**** that it does not matter how much the mileage is, they still carry out the 30 000KM service. I informed Megan that I did not have R4000 hence the reason for me taking out a service plan. They changed the oil and filters for which I was presented with an invoice in the amount of R1729.92, which I was told had to be paid before the car would be released and to take the matter up with Liquid Capital. She also informed me that I need to bring my car back on the 19/12/15 for the 45 000KM service or Liquid Capital would not pay if I came at a later date. I asked her how they could carry out the 45 000KM service in December when I would not even reach 30 000KM. She ignored my question. I was infuriated and did not want to lower myself in front of other customers. I also asked her to prove to me in black and white where it states that I must service my car annually and she said unfortunately she did not have any documentation to prove it, but she will get one of their financial advisers to contact me, and to date I am still waiting on that call.I contacted Liquid Capital on the 19/8/15 and was told that Hyundai changed the rules from servicing at KM intervals to annually and I need to speak to them about it. I then asked them to email me a copy of the rules, which to date I am still waiting for, but received a SMS stating that they have received my letter/fulfilment document query and logged it with reference number CAS-43303-DOJ5G4. I have not sent them any documents, so am not sure what the SMS is all about. I once again phoned Megan on the 20/8/15 and told her what Liquid Capital had said and her reply was “I don’t know what to say Mrs Heynes because they keep on changing the rules and we as the service advisers are caught in the middle”. I then said to her that I wanted my money back as firstly I have been ********** by Hyundai and Liquid Capital, and secondly I did not budget to spend R1729.92 for my service. She then said that I would need to contact their head office and take it up with them. I contacted the Head Office and was told that they do not make the rules, Liquid Capital does, and they must pay for the service and to have my brakes & wipers replaced. By this time I was irate about being sent from pillar to post and having my intelligence insulted by these companies and never received my money back and they did the 45000km on the 19/12/2015.</p> <p>At the beginning of May 2016 I telephoned Hyundai to inform them that there was something wrong with my steering wheel. The receptionist advised me to bring the car in so that the workshop manager Edgar could drive the car to check it out. I did that and he drove the car, but said he could not find anything wrong with the steering. We got back to the workshop and he tested it with the computer and told me he still could not find anything wrong. He then advised me to drive the car and if I find that it is still not steering the way it should be, I must book the car in, but bring the car the night before so that he can drive it home and back to work the following morning. I booked the car in for Friday 20/5/16 informing the service receptionist that my car was coming in for the steering problem, and will bring it in the Thursday 19/5/16 in order for Edgar to drive and assess. </p> <p>I received a telephone call from Megan, the service adviser, to inform me that my car would be ready for collection after 2.30pm. I arrived at Hyundai at 4.35 to collect my car and was asked where my service book was. I enquired why they needed my service book and his reply was “we need to stamp the book because the 30000km service was done”. I then asked him why they would have repeated the 30000km service when it was already done in August 2015 and the 45000km done in December 2015. He then went to fetch the service book to clarify that I was telling the truth. I then asked who was going to pay for the service and he rep**** liquid capital authorised it and this answer made me very angry as I was penalised in August 2015 and had to pay for the service myself. I told him that I wanted my money back, which they had just wasted and his reply was “it’s good to have your car serviced every six months”. I then informed him that my car has been serviced three times in nine months, to which he had no reply. I then proceeded to tell him the reason for the car being there and he said they checked the steering, but still could not find anything wrong, and he just drove the car from the workshop to the front and heard no noise. I also expressed my concern at the danger of driving a car with a steering problem as I was veering off the road when the electrical steering was not working while I was driving.My husband then arrived and asked him for the keys. My husband started the car, turned the wheel to the right and immediately the crunching noise was heard. My husband then came back in to call Nur, told him to get into the driver’s seat and turn the wheel at which time he experienced the same noise. My husband then asked him how they could say there was nothing wrong with the steering when clearly there is something wrong. He started babbling that they will send the details to Johannesburg who will do testing and get back to us. </p> <p>I received a call from Edgar, the workshop manager, at 7.04am Monday 23/5/16 to inform me that they picked up a problem with the steering column and would it be possible for me to bring my car in on Tuesday 24/5/16 to be assessed. I then asked him if there was a courtesy car available as I am being totally inconvenienced and he said unfortunately there were no cars available. I took the car in on Tuesday morning and received a call from Megan to inform me that my steering column needs to be replaced, but the parts need to come from Jhb, which will take 3-4 working days, and they will let me know when the car must come back in. </p> <p>By Wednesday 1/6/16 I had received no call from Megan and contacted her. She then told me she would check and get back to me. She sent me a sms at 15h09 to inform me that they were still waiting on an ETA date for the part arrival. On Friday 3/6/16 my husband decided to go into the branch and Megan then asked him to accompany her upstairs. She then enquired when they could replace my steering column and the person whom she spoke to said on Tues 14/6/16 and my husband insisted that it had to be done sooner as this an urgent matter, and then they said I could bring the car in on Tues 7/6/16. At 3pm on Tues 7/6/16 I had no call and decided to call in myself as I was leaving work at 4pm, only to be told by the receptionist, that they only started with my car and someone would call me to let me know what time it will be ready. At 4pm I left work and walked to Hyundai. The service adviser, Yolanda, said she needs to check how far they were with my car and came back to inform me that my car would only be ready on Wed. At no time did she apologise for the inconvenience or ask me if I needed a lift home. It was just assumed that I would find my own way home. When I got my car back the Wednesday their tools were still laying in my car and to date they have not collected it. </p> <p>I then handed Yolanda my banking details, as well as the name of the person from Liquid Capital who informed Megan on the 1/6/16 that I needed to be refunded by Hyundai for the second 30000km service which was done on the 20/5/16. She made a copy of the invoice, as well as my service book and said she would need to speak to Derek, the service manager about it, but will get back to me on Wed. To date I am still waiting for my refund. There have been numerous emails between Liquid Capital, the dealer principal of Plumstead branch, Shannon and myself. Shannon contacted me once after I threatened to take this matter to their head office. In our conversation he admitted that the plan that I had was not suitable and it was totally ludicrous to have all these services done on my car when I have just reached 30000+kms. It is now August and this has been ongoing since May, and the last email I received was from Julia Lesele of Liquid Capital on Monday 8/8/18 informing me that their Regional Manager, Lona Jansen van Vuuren was trying to organise a meeting between the Dealer Principal Shannon, myself and Lona(the Regional Manager),in order to finalise this issue. I then informed Julia that I have left four messages for Shannon and he has not had the decency to return my calls. </p> <p>I have had enough of being treated this way and only want my hard earned money refunded as they had not consent from me giving them permission to redo the 30000km service. </p> <p> </p> <p>She advised that I provide you with her contact details(and I have also included her on this email),as this needs to be refunded from the dealership.</p> <p> my hard earned money without consulting me before doing the job and also checking the exact reason why the car was there in the first place instead of doing as they please. This only means that there is a total lack of communication amongst your staff, as well as your service reception who does the bookings. </p>