Unsatisfactory Service received

<p>I would like to share my experience after purchasing a vehicle at Hyundai Bryanston. </p> <p>I decided to purchase one of their pre-owned vehicles that they advertised, upon viewing the vehicle and test driving it –I was more than happy to purchase the vehicle cash, however I did mention upfront to the sales consultant that I was not happy with the clutch on the vehicle and that he needs to sort it out. His response was “ no problem” the vehicle will be going in for a 125 point check and they will sort that out , together with whatever may be wrong with the vehicle. He further mentioned that he will give me new mats for the entire vehicle. I clearly mentioned to him that if he does not sort the clutch in the vehicle- I would not purchase it. We both agreed on these terms and I decided to conclude the deal. During this period I have continuously kept in contact with the sales consultant – asking him if everything was sorted – he continuously responded by saying I must trust him and that everything will be sorted. I also asked him to send me the report of the 125 point check – which he agreed to and said I will collect that upon collection of the vehicle.</p> <p> On the 16th of September , I went to the dealership excited that I was going to collect my vehicle. He made me sign all the documents and I then asked him if the clutch was sorted- he responded by saying that his “ service guy” came and checked it out and he said that the clutch is fine. This frustrated me because our agreement was that the clutch will be sorted and he said its fine – I should take the vehicle and if I have issues I can bring it back. I then asked for the 125 check report - he then said he does not have it with him as yet but he will e-mail it to me, but stressed on the fact that the vehicle was taken for the check. On the documents he had given me to sign – I have clearly noted that I was not satisfied with the clutch on the vehicle. As I was about to drive out with the vehicle- I decided to do a final inspection. I noticed that the entire vehicle had scratches on it. The sales consultants response was that he just sent the car for a polish and that he does not know what they did. The other salesman can also attest to this. He then gave me a loan vehicle and said he will take it back to the car wash and ask them to sort it out. Which I agreed and confirmed delivery of the vehicle the following day (17th Sep).</p> <p>The morning of the 17th – I received delivery of the vehicle but did not have a chance to check the vehicle..</p> <p>The 18th I took the car out of my garage and noticed that the car still had the scratches all over the vehicle. I then took the car in for a test drive and I will still not happy with the clutch.</p> <p>Monday morning 19th – I called the sales consultant and told him that I was not happy with the clutch and with the scratches. He then said that he will collect the vehicle on that Thursday, 22nd Sep to get the clutch sorted and to machine polish the vehicle. I was happy with that!</p> <p>On the day of collection, Thursday 22nd Sep – I have used the vehicle from Monday to Wednesday and have noticed that the left headlight wasn’t working; the front brakes were low; the wiper blades were damaged and the boot carpet was not replaced as agreed. When the sales consultant arrived the Thursday – I mentioned all of this to him and he did not seen to surprised and said he will get the guys to look into it. I then asked him for the 125 point check form that he was supposed to send – his response was that he sent it via e-mail and he will check again. I responded by saying I did not receive the form and that this vehicle did not go in for the check , because if it did – all of this would have been picked up and sorted. We concluded there and he said I will have the vehicle on Friday morning of the 30th Sep, he took the vehicle, from the 22nd up until yesterday (04/10/2016 the sales consultant has not initiated feedback of any sort from his side – he only responded when I sent him emails wanting to know what’s happening.</p> <p> </p> <p>As I have said above – we have chatted but it was based on me initiating feedback. He confirmed that everything will be sorted by the morning of the 30th and I explained to him that I like the car and if all is sorted I will be more than happy. I further mentioned that I must have the car on the 30th as my insurance company will be coming out to conduct an inspection on the vehicle at 10:00. His response was that he will try and get it at that time. The morning of the 30th Sep I awaited his feedback and me being concerned about the prior arrangement I have made for the vehicle , decided to initiate communication again – he then said that he cant make delivery at 10:00 and I should give him till the afternoon . My response was “ unfortunately not” and that he promised to have it to me by that time. He then pleaded with me asking if I can reschedule my appointment for the afternoon, because he wanted to make sure that the vehicle is sorted properly and me considering this – agreed to reschedule my appointment with the vehicle later that day.</p> <p>At 16:00 – I did not receive any communication again – when I emailed him, it was late and received his response later in the evening saying that they dropped the gearbox and they are going to change the clutch. That very evening I sent him an e-mail venting my frustration and anger and asked that he call me urgently – thinking that he would do so the following morning.</p> <p>Saturday morning 01 Oct, I did not receive his call back – I tried calling the dealership and their response was that he is busy with another client. I asked for them to give him a message to call me back urgently – which he failed to do. He then sent me an email and his exact words were : “So if you could just give us chance till Monday we will fill up your tank for you for all the trouble”</p> <p>03 October – Once again, I called the dealership this morning expecting to speak to him to get clarity on the completion of the vehicle. The receptionist response was that he is in a meeting and i must leave my details for him to call me back which I did. At 10:00 this morning I did not get any call back – so I decided to call because I want to know what’s happening with my vehicle! The receptionist put me through to him but he refused to take my call. I then asked to speak to the manager at 10:17 [ Nico Grobler]. I chatted to him and asked if he was aware of what’s been happening and he responded by saying yes, the vehicle is in the service department sorting out the clutch. I addressed my concerns with him and he assured me that he will go down to the service department and call me back with information on when I would receive my vehicle. I HAVE NOT RECEIVED FEEDBACK FROM HIM ASWELL!</p> <p> </p> <p>My questions :</p> <p>· In purchasing a Hyundai – is this the type of service I should expect from them?</p> <p>· I have not yet received the 125 point check report – so this would conclude that it was not done by the dealership initially and the issues with the vehicle will confirm this. Wouldn’t you agree?</p> <p>· My vehicle has been at the dealership for longer than what I possessed the vehicle - Surely replacing a clutch on the vehicle doesn’t take two weeks. My question is the vehicle was with them from the 22nd Sep and they only started to change the clutch on the 30 Sep. What was my vehicle doing there all that time?</p> <p>· If this was you – How would you react?</p> <p>I am posing this question to you because your dealership has 0 integrity! </p> <p>On the 03 Oct, they finally came back and said i will have the vehicle fully completed and deliverd by the following day. I asked for them to ensure that the vehicle is fully sorted as per the areas i identified. The vehicle was delievered on the 04/10/2016, clutch was way better than what it was but the brakes were the same, the wiper blades not changed and they gave me an oversized non slip boot mat. The tank of fuel that they had promised - never happened as they only refuelled the car to the level that i had given them iniatially. i sent communication to Nico on my areas of concern, and he still has not come back to me. </p> <p>Whats shocking is that i have ecaletd this to the Hyundai SA , the dealership principal and the manager and NOTHING has been done on their part. They have not even attempted to call me. </p> <p>For this inconvenience i expect much more from them and it clearly shows what they think of their customers. I have asked that they fill up the tank and install a set of alloy rims on the vehicle for this inconvenience and poor customer service.</p> <p> </p> <p> </p> <p> </p>