Hyundai queenstown- extremely poor service .

My name is Megan Carelse and I currently live in queenstown, EC. I work about 76kms out of town and have to commute daily. I'm orginally from Cape town and have no family in queenstown to assist with transport.

My Hyundai i20 was having issues with oil occasionally throughout the beginning of the year in 2020. I sent Hyundai queenstown my TRAFICC policy number on the 18/08/2020 in order to query the warranty ect.

I took my car in for a service on the 21/09 /2020. On the 22/09 Hyundai asked me to send them my ID in order for TRAFICC to confirm my details . I was told that my car would take two weeks in order to sort out the possible engine problem.

I continued to message Hyundai, queenstown until the 28/09 to find out what was happening. I recieved no response. I recieved a response on the 29/09 , the response was that the process is going slowly.

On the 02/10 I received a message saying they are finalizing the quote for TRAFICC. Therefore nothing was done for the first week while my car was standing there . I work 74kms out of town , getting to work as not been easy. There was still no answer from TRAFICC. I messaged Hyundai daily in order to find out what was happening. On the 12/10 I recieved a message saying they are waiting for the starter motor , which they said should arrive shortly.

On the 15/10 , the end of week 4 , they informed me that I could get a courtesy car. I urgently required a car as I have been organizing lifts to work for 4 weeks now and the person was going on leave. I waited for an hour on the 15/10 only for them to say that I cant get one. Which was extremely emotional and frustrating for me as I have not had a car for 4 weeks. Being alone in queenstown, without a car has been extremely difficult.

At this point no parts had been ordered and the time frame as to how long my car would still take was unknown.

On the 21/10 Hyundai was in contact with my dad ( who had also been communicating with them in order to find out what is happening) about him organizing parts in Cape Town. So a whole dealership had to depend on a customer in order for the parts to be made available. Which is unacceptable, how are you as a Hyundai branch not able to organize parts independently.

On the 26/10 the individual in Cape town received the parts and awaited payment. Payment was done on the 3/11 and the parts were sent on the 4/11.

It has been 7 weeks since I initially gave in my car. That is 7 weeks without being mobile , as i have no other car and no family where I currently stay to assist. That is two months of car installments and paying for insurance , when I have not had my car. There seems to be no urgency as to getting my car done, I dont recieve follow up information without me being the one to request it.

I called Hyundai, Queenstown, on the 16/10 (14:34) to complain to there dealership principal. He did not answer his phone as he was out of office. I gave his secretary my contact details and asked for him to call me back urgently. I called again at 16:00 , he was still out of office. I never received any call from him until I called again on the 20/10 . The dealership principal answered the phone only to say that he too think it has taken too long and that he will see to it that it will completed asap. In addition he stated he would send me weekly updates as yo what is happening. It is now the 04/11 and I have not heard from him at all. (Week 7)

This is the 8 th week without my car ! With no urgency from Hyundai nor any plans to accommodate for the inconvenience at all. At the end of the day for the first 5 weeks nothing was done and my car was just standing there. The service I have recieved has been extremely unacceptable . I have been made promises constantly along with the false information .

At the end of the day I have been without my car for 8 weeks . No one has an answer as to when my will be done. Nor is anyone taking accountability for the unacceptable service .

Regards Megan Carelse