Poor customer service

I have been searching for a used vehicle for quite some time. So, on Friday 8 September 2017, I decided to go view a few vehicles that I had seen on Autotrader. The final vehicle which I saw, was a black Audi TT, which I fell in love with, as it was everything I was looking for. The dealership was Hyundai Bedfordview. I delt with Sami, the sales rep, who allowed me to test drive the car and everything was fine. I had all my documents with me, and was led immediately to Khaya, their F&I. He loaded everything onto the system and said I had a pre-approval and I should have a final answer by Saturday or latest Monday.

Saturday I heard nothing. Monday nothing either, so late Monday afternoon, I called them asking to speak to Khaya. I was informed that he was on training for the entire week. They however, directed me to Angela. She had no knowledge of my deal, and had to search for it. When she finally found it, she told me that I had been declined by most the banks, as I am temporarily employed and my permanent post only starts next months. I told her that, I had given my new employment contract and all other docs to Khaya. She said she would look into it and get back to me.

Tuesday, I heard nothing.

So, by Wednesday, when I had not heard back from her, I called her again. She said she was waiting on the banks as their systems had been down. She will call me when something happens.

She obviously did not call me back. Thursday I called her again and she said they need a letter from my new company stating what my tax will be. So I sent that to her as well.

Friday, they never called to give me any feedback.

Saturday morning, I get my first phone call from Khaya, apologizing, that he was away, and he will sort everything out, and I will have an answer by the end of the day.

Of course, nothing. Monday, 2pm, after not hearing from anyone, I called Khaya, so find out what was happening. He said he was just checking, he will call me in 5 minutes. After an hour, of not hearing back from him, I decided to call back and speak to Sami, the sales rep. I explained everything to him, and he said he will find out what is happening and he will call me right back.

After hearing nothing for another hour, I decided to call back and speak to the Manager. They put me through to Conrad. I again explained my whole story. He was very helpful and said he would find out what is happening. Within 15 minutes, I got a call from Khaya, apologizing and saying that the deal had to be escalated and he will have an answer by the next day.

Tuesday, 19 September, I got a call from Khaya, which I wasn't able to take, so I called back. He told me that I got final approval and the car is mine. He wasn't at his desk, but when he gets there, he will call me back to give me all the details of the finance. I never heard from him again.

I spent the rest of Tuesday organizing car insurance and pricing new mags for my new car, as I had been promised 4 new tyres by Sami the sales rep.

So that should be the end right. Unfortunately not. At 8: 52, Wednesday morning, I received a whats App message from Sami, telling me that he just heard that Khaya got me finance, but the vehicle has been sold. But I mustn't worry as they will find me another vehicle. Actually, No. I wanted that one, and do they really think I would be willing to give them business now?

So, never mind the lack of social etiquette, by not calling me to tell me, just a whats App message. Now the vehicle that I had been holding out for, for over a week, was sold. Shouldn't they hold the vehicle while I'm applying for it? And if your answer is no, then shouldn't they at least have had the decency to call me, and let me know that they have another buyer. They could have asked me for a holding deposit or something. I called the dealership and asked to speak to the manager, Conrad. He was on another call, so I left a message. At 3:30, I called back, since he had not called me back. The receptionist informed me that Conrad had already "knocked off". I asked why the message wasn't relayed, to which he responded that he had given the message to Conrad. I then asked if there was another manager or superior I could speak to. But, obviously not. So now what?

I am absolutely shocked at the way Hyundai is run. On every level there is no sense of urgency or customer service. The lack of communication and feedback is unacceptable.They obviously don't need business and I'll be sure to inform anybody who is willing to listen, about my ordeal.