Unprofessional Conduct and Poor Service at Hyundai Paarden Eiland Branch

I am writing to formally express my deep dissatisfaction with the treatment and service I have received from Hyundai’s Cape Town Paarden Eiland branch, particularly during the process of purchasing my 2023 Hyundai Tucson.

My ordeal began on 23 September 2025, when I app**** for vehicle financing. My application was approved, and I promptly submitted all required documents as requested by the dealership. I was then scheduled to collect my vehicle on 27 September 2025 around midday.

Upon arrival, I was met by the F&I Manager, Madri, whose conduct was both unprofessional and discriminatory. Despite having already submitted all required documentation during the financing process, I was informed in person that my documents were now deemed insufficient. She insisted that I resubmit everything directly to her and even phoned her supervisor to confirm this decision.

What followed was an uncomfortable and degrading experience. I was instructed to access my personal payslips through my employer’s payroll system (“Pace Space”) while she hovered over me as I entered my credentials. She then demanded that I email these documents from my work email directly to her for verification. Additionally, she questioned the validity of my proof of address, resorting to Google and TransUnion to “verify” it — something I found deeply invasive and unnecessary.

This entire experience left me feeling racially profiled and humiliated. It was clear that I was being treated differently — not on the basis of policy, but prejudice. Despite having financing approval and complete documentation, I was told I could not take delivery of my car until the following Monday, leaving me without transportation for the weekend.

When I eventually took delivery of the vehicle, I noticed that the boot handle bar was damaged and chipped. I was assured this would be replaced when I returned to collect my registration plates. When I brought the car back for this purpose, I dropped it off early before work — causing me to arrive late at my job — and left the keys with another staff member, as the salesperson was in a meeting.

Later that day, I was told the car was ready for collection. To my dismay, when I arrived, the damaged part had not been replaced as promised. The replacement piece was merely placed loose inside the boot. This demonstrated an alarming lack of care and follow-through from the dealership.

To add to my concern, I discovered discrepancies in the vehicle’s odometer readings. When I dropped off the vehicle, the range showed 528 km, yet upon collection, it read 497 km. This suggests the car was driven nearly 40km without my consent or explanation — a serious breach of trust and professionalism.

What’s most distressing is that I was led to believe I was purchasing a brand-new 2023 Hyundai Tucson, only to later learn that it was in fact a repurposed unit. This was never clearly disclosed to me at the outset.

Mr. Anderson, I am a loyal customer and an advocate of the Hyundai brand, but this experience has been both disappointing and disheartening. I have been subjected to racial profiling, misleading information, poor communication, and unacceptable after-sales service.

At this point, I am requesting:

A formal investigation into the conduct of the staff involved, particularly the F&I Manager, Madri.

A review of my vehicle’s sale, including full transparency on its prior ownership and condition.

A resolution regarding the vehicle’s missing and damaged components.

A formal written apology from Hyundai South Africa acknowledging the poor treatment and inconvenience I have endured.

If possible, I would like to explore the option of reversing this transaction entirely, as I have lost confidence in the service and integrity of this branch.

Please find attached supporting photos and documentation for your reference.

I appreciate your urgent attention to this matter and look forward to your prompt response.

Kind regards,

Anele Dyan

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