False marketing

do hereby write to you to formally raise a complaint about the vehicle that I bought from your dealership. I have been coming to the dealership on several occassions to try and get this issue resolved but to date I have not received any assistance.

I bought a Renault Duster 1.6 expression 2015 model from Tokai Imperial Select in June 2017. The sales person was Cameron who has since left your dealership. I put in a deposit of R120 000 from the trade in of my polo vivo 1.4. Unfortunately, the car has not been giving me the performance that the sales person marketed to me in terms of fuel efficiency. When Cameron came to my house I explained to him the reason why I wanted an entry level SUV and that I was looking for something that is fuel efficient. As a single mom, I bought the car to accommodate travel with my new born so that she could be more comfortable in her car seat as the polo was not big enough and her reflux was getting worse. Cameron assured me that amongst the SUVs the duster was one of the most fuel efficient. However, this vehicle is the least fuel efficient vehicle I have ever driven and has actually caused me financial distress due to its fuel consumption.

I raised this concern on several occasions through Sonwabo the other sales person whom I got in touch with. Nothing has been done to resolve the issue. On the 29th of November I came to the dealership with the same complaint and saw Sonwabo and Cornell who mentioned to me that they would organise a better fuel efficient SUV. I emphasised to the two that I needed something within the same price range that I bought the duster for as I was not prepared to take out car finance since this vehicle is already paid up. I was told that the dealer would make a plan to assist. I was even taken for a test drive in another vehicle which was a diesel and they said that they would start the process. Whilst at the dealership I also explained that I was moving to JHB as I have a new job offer. They told me that that will not be a problem as they would organise a vehicle for me and transport it to Joburg and I would fetch it from another dealer. I spent over 1 and half hours at the dealership discussing this and all the details were taken.

When I left for JHB i was under the impression that the dealership would contact me after our discussion and after all the previous efforts I had made to travel to the dealership on several occassions all the way from Parklands to Tokai. No communication was made by Tokai Imperial Select and I decided to phone. I was surprised at the response that I got from Cornel, the very same manager who had sounded responsive to my complaint and had even suggested the option of Imperial select Tokai looking for a more fuel efficient SUV for me in the same price range. When I contacted him he told me that if I had to take a more fuel efficient car like the one they had given me to test drive then I would have to pay in an extra R100 000. On 29th November, Sonwabo took me for the test drive on that day in a silver duster diesel 1.5 DCI, 6 speed) which they had pointed out to me as an option they would consider.

This discussion made me wonder if my request had fallen on deaf ears that I wanted something within the same price range as the current vehicle I have. I even emphasized that it didnt have to be a renault duster as there are other SUVs like ecosports in the same price range but more fuel efficient and more economical maintenance wise.

I am very disgusted and disgruntled at the fact that the dealership is trying to take advantage of my situation and trying to get me to pay more money for a vehicle, money which I have clearly indicated to them that I do not have as I will only stick to the budget of the current value of the car I have. Worse off was the intention to rip me off when asked for trade in value and they offered me R135 000 when they know very clearly that the car has paint work that was not done properly which has made it difficult for me to sell the vehicle to anyone else

I brought the car in on numerous occasions including my last visit on the 29th of November to discuss the paint work but nothing was ever done about it. The last call I made to the dealer, I was told that I should just sell the car and get rid of it and move on. My question is is that the way Imperial Select Tokai operates? I found this response to be very insensitive to the customer needs and requests.