Terrible Service at Hyundai Bronkhorstspruit

<p>I am representing a family member in this regard.</p> <p> </p> <p>On 28 April 2016 our Hyundai Atoz overheated and was taken to Bronkhorstpruit Hyundai. The estimated value for the repair was R5145.45.the go ahead was given.</p> <p> </p> <p>On 3 May the client was informed that the water pump had been replaced, but the car is still overheating. Thus the Cylinder head needed to be attended to.</p> <p>The estimate was now at R8787.10. Once again the go ahead was given</p> <p> </p> <p>On 25 May the customer was informed that the Cylinder head was repaired, but now the bearings need to be replaced… this comes at a price of R24 746.40. Once again the go ahead was given</p> <p> </p> <p>On 27 May the customer was told that the car is smoking heavily and that the engine needs to be taken apart again and that they need to look at the pistons as the technician thinks it might be one of the pistons that are faulty…</p> <p>This will cost a further R13 372.95. and I was told they do not guarantee that the problem will be solved, because if the pistons have damage they also need to be replaced.</p> <p> </p> <p>I had a long discussion with more than one workshop managers from other Hyundai dealerships and they all agreed that the first thing that had to be done was to strip the engine and determine the damage and quote accordingly!</p> <p> </p> <p>So here is the whole problem in a nutshell…the car is a 2008 model, worth about R30 000.</p> <p> </p> <p>The cost to repair is already estimated at R38 424.70 and I was told it might be more depending on the damage to the pistons.</p> <p> </p> <p>So here are my questions:</p> <p> </p> <p>Why wasn’t the whole engine stripped from the beginning and quoted accordingly? Rather than doing the whole job piece by piece, in a trial and error kind of way? If the repair was estimated correctly from day one the client could have decided on the way forward with the exact information and costs involved.<br />Secondly it seems that the technician was guessing on what the problem on the car was.<br />Thirdly the car has been at the dealership for almost 2 months now, is this normal for this kind of repair?<br />Someone at the dealership told me that they are extremely busy in the workshop as they have to service 19 cars for that specific day, and only have 1 technician… this just tells me he has to work extremely fast to achieve his daily target. Is the work then done effectively and correctly?<br />According to my knowledge if a car still starts after overheating it might be only the waterpump, this car did not start at all, why did they not then realise the problem is much more than only the waterpump<br /> </p> <p>I truly believe that the manner in which this whole repair was done is not according to the work ethic and standards that Hyundai wishes their dealerships to maintain.</p> <p> </p> <p>I asked to see the CPA forms that the client signed and the service advisor (Suzette de Coning) and the dealer principal (JP Lourens) asked me what are CPA forms?</p> <p> </p> <p>This car belongs to 60 year old a woman, who does not earn much money. The dealership did not give the correct estimate, and clearly the problem was not diagnosed correctly from day one.</p> <p> </p> <p>So now the customer must pay another R13372.95 which was not budgeted for, only to hope the car is fixed the 4th time around.</p> <p> </p> <p> </p> <p> </p> <p> </p> <p> </p> <p> </p> <p> </p>