UNSATISFACTORY SERVICE WITH INACCURATE AND FALSE INFORMATION

I need some feedback from Tokai Multifranchise or KIA South Africa as my claim is unresolved and I'm very unhappy at the moment.

On 17th Feb 2018 I went to Tokai Multifranchise who I have been dealing with for the last 4 years for my 80 000 km service. When I collected my vehicle I was told that an Anti Corrosion Warranty Claim will be submitted.

It’s now June 2019 – 1 year 4 months and it’s still not sorted out.

On request of a Paper Trial in April 2019 I saw that this information was communicated.

On 6th April 2018 an email from Rashidah Harris - Warranty Clerk, Tokai Multifranchise was sent to Chip Perfection - for Attention Nicky Elrick. This is 3 months after the 1st time I was told. I’m not sure why it this took so long as the initial contact was supposed to have been in February 2018. Chip Perfection contacted me and had taken pictures of everything that needed to be fixed including the load bin.

On the 17th April Nicky Elrick - Chip Perfection sent an email with 2 quotes attached (1 from Chip Perfection the other from BJ's Panel Shop) to Rashidah Harris and Tracy-Lynn Johnson. On both quotes the Load Bin is included.

NO COMMUNICATION WAS SENT TO ME.

On the 12th June 2018 when I took my vehicle in for the 90 000 km service I inquired about what happened with regards to the claim that was submitted as I had an intention to trade in the vehicle just like how I did my 1st Kia. I spoke to Janine at Tokai Multifranchise. She told me that she was surprised that no one got back to me and would take it upon herself to investigate the matter.

Chip Perfection Communicated with me for the 2nd time and an email dated dated 06 August 2018 was sent from Nicky Chip Perfection to Kezia Wilters and Tracy-Lynn Johnson (Tokai Multifranchise). The load bin was included again on this quotation. From my understanding even at this time everything that I showed them was going to get repaired.

NOTHING WAS COMMUNICATED WITH ME AGAIN FROM TOKAI MULTIFRANCHISE.

On the 18th September 2018, when I took my vehicle for the 100 000 kms service I was extremely concerned because I didn’t get any feedback and I wanted to have my vehicle traded in already. I met with the Dealer principal Hubert Bergh and explained to him what was happening and as I didn’t receive any feedback despite it being 6 months after the initial request of the claim and it was assessed TWICE already and I also told him that I wanted to have the vehicle traded in already. Mr Hubert pulled the records and saw the communication and within 1 week Chip Perfection phoned and the vehicle went in and I got a courtesy vehicle. It took them 3 weeks to fix the vehicle. When I went to get my vehicle it was incomplete according to what they assessed twice already. I then took it up again with Hubert and he took pictures as the workmanship was not up to standard and I told him about the Load Bin that was on the initial quotations. I also informed him that my service Anti Corrosion Inspection Records was not stamped so how can they say they inspected the vehicle. Hubert agreed with me regarding the imperfection job and he said he will investigate. The vehicle got sent back in again with Chip Perfection due to poor workmanship.

When I got my vehicle back this time, I saw that the Anti Corrosion section was stamped and completed according to my service history dates and this is completed incorrectly as the vehicle wasn’t assessed according to the Warranty Inspection records. This is false information.

Hubert also told me at this time that the Load Bin was not covered because it was not under warranty. This was in October 2018.

When he told me this I called Kia South Africa and they told me that the Load Bin would have been covered but because it is currently out of warranty it can’t be covered and because of incompetence and negligence on Tokai Multifranchise submitting the documentation they can’t do anything and I should take it up with them.

This is my 3rd Kia that I have purchased within 4 years. My intention was to trade the vehicle in before the warranty expired and it’s been 1 year 4 months and the vehicle is still not right. The vehicle is out of warranty and the trade in is low. I got no joy from Tokai Multifranchise and I'm not sure what to do anymore because I was never told anything and was always under the impression that the vehicle will be fixed according to what they took pictures of and what they quoted on. I need another vehicle ASAP and I need a vehicle that is in a perfect condition to ensure that my business runs smoothly. I await your feedback Thanks Ismail Badat **********