Unsatisfactory Service and Misrepresentation by Sales Executive

Unsatisfactory Service and Misrepresentation by Sales Executive

Formal Complaint Regarding Sales Executive James and Purchase of Kia Picanto

I am writing to formally lodge a complaint regarding the unsatisfactory service and misrepresentation I have experienced during my recent dealings with your dealership. I purchased a Kia Picanto from your dealership last year ,(2023) with Sales Executive James handling the transaction. Due to the service I received, I returned this year and purchased another Kia vehicle, with a finance amount totaling R303,000.

However, I am deeply disappointed with the manner in which the second transaction was handled. I was only presented with one option for the vehicle—a specific Kia Picanto—when I am certain there were more affordable options available, especially considering my budget and the type of vehicle. I feel that I was not given adequate choices or transparency in this matter.

Furthermore, I was assured by James that upon taking insurance, I would be refunded the pro-rata amount. Unfortunately, after this assurance, James has ceased to acknowledge my WhatsApp messages. Despite my partner and me repeatedly attempting to contact him, we have only received unfulfilled promises of payment. This lack of communication and failure to deliver on commitments is extremely disappointing.

To add to my frustration, after the purchase of my first vehicle, I had to persistently request the necessary paperwork, which was only eventually provided by the F&I. The service I received from the F&I was exceptional, in stark contrast to the poor service from the sales executive.

I find this situation entirely unacceptable. While I understand that issues can arise, the overpromising and underdelivering, combined with the untruthfulness and neglect in addressing my concerns, have left me with no choice but to escalate this matter.

The constant misinformation and lack of resolution is unacceptable, and I am losing faith in the integrity of the service provided by your dealership.

If I had a choice of getting a vehicle elsewhere, I would of definitely taken the opportunity. I was referred by a family member but would never refer anyone to your dealership. We are also still awaiting a Dekra that was promised to us.

I request that this matter be addressed immediately. I expect a formal response detailing how you intend to resolve these issues, including the refund of the pro-rata insurance amount as promised, and an explanation as to why I was not offered more vehicle options during the purchase process.

I trust that you will treat this matter with the seriousness it deserves and look forward to your prompt response.

Yours sincerely