1 reviews | Active since Apr 2017
very dissatisfied with the aftersales experienced with the purchase of my new (used) vehicle at Kia Randburg.
Good morning Sir,
I am very dissatisfied with the aftersales experienced with the purchase of my new (used) vehicle at Kia Randburg. We were in the marked for a SUV and saw the vehicle we liked advertised on your showroom floor on 29ish June … came to look at the vehicle on Friday 01 July … liked it so much we were requested to pay a holding deposit while we app**** for finance … which was approved within 15 minutes. Kia Randburg now had to install the extras on the vehicle (i.e. glass protection, tracking device, etc.) and complete pre-delivery checks. On Monday, 04 July, your salesperson told us our vehicle is ready and we can complete the financial paperwork and take delivery of the vehicle. As we did not have a car (we sold ours privately prior to purchasing the new SUV) arranged a lift with family members to take us to your dealership. Upon arrival, we were taken directly to the financial dude to complete the paperwork, while the family members went to have a look at the vehicle (which they have not seen previously) before returning home. And there is where our problems started …. Upon completion of the paperwork and now the proud owners of a new SUV, we were told that there is a water leak on our vehicle – which Kia Randburg will fix before delivery. Asking how we will get home, Kia Randburg kindly gave us a rental vehicle to use – a small little Toyota Agya with the engine warning light blinking (apparently only a service warning light which we should not worry about) and so little fuel in it that the empty fuel light came on even before we reached the first garage just 4 robots away from the dealership. 1. No feedback from the salesperson Every day since then we had to contract the salesperson to ask for progress and the standard reply was “I will find out and come back to you” – which he did a few hours later only to say that they have ordered the part from the manufacturer and was still waiting for it. During the last week, the salesperson must have gotten irritated with us enquiring about our vehicle every day, because when we request feedback from him his manager replies back that they have ordered the part from the manufacturer and was still waiting for it. Eventually on Thursday, 14 July … yip – almost 2 weeks later – we were told the part has arrived … was successfully installed … and that they will deliver our vehicle to us today (14 July 2022) 2. Holding deposit We were requested to pay a holding deposit whilst finance was app**** for – which we did. Up to now the holding deposit was not paid back … excuse we were told yesterday was that they want a “proof of bank account” and not “bank statements”, even though that was emailed to Kia Randburg upon signing for the vehicle on Monday 04 July 2022 …. . This was re-sent yesterday to the salesperson and sales manager again … 3. Number plates When will we receive our numberplates ? Our vehicle needs to be registered in NorthWest province and new numberplates supp**** by Kia Randburg … almost 2 weeks later and not yet received … 4. Tracking device A tracking device has been fitted to the vehicle, and certificate thereof emailed to me a. Location Where is the panic button located within the vehicle? The salesperson neglected to show us upon delivery of our vehicle where the button is located b. App The tracking device comes with a app that you can locate your vehicle on your cellphone – no support, user name, password or assistance given by Kia Randburg on how to access that on ones cellphone
in the 2 weeks since the above review and only after emailing the dealer principal, was the items listed above mostly resolved
1. feedback still only received from the salesperson after prompting him for feedback;
2. holding deposit eventually paid back;
3. number plates received, thank you;
4. tracking device issues resolved
however, some of the issues above grew with new issues:
5. service due warning messages : keeps on appearing on the screens when you start the vehicle. Kia Randburg had us drive from Hartbee****rt to Mahindra Bryanston to re-set the messages (120km trip especially only for this) ... Kia Randburg even paid then for this ... however do not know what Mahindra Bryanston did as the error messages still remained after receiving the vehicle back from them ... Kia Randburg's reply was firstly for us to bring the vehicle back (another 120km trip out of our pocked just for that) ... but later allowed us to take the vehicle to Mahindra Brits to resolve ... which they did the first time;
6. due to a mistake by Kia Randburg, we were requested to re-sign the contract with Wesbank - and guess what ... Wesbank deducted the first installment twice!!! Immediately contacted the dealers principal and sales manager on Friday (when we saw that on our account) ... they promptly rep**** that they will investigate and reply ... however (referring to number 1 above) promises of feedback from them and Wesbank still not happening ...
so, where does this leave the customer
- very little feedback from Kia Randburg received during this whole purchase process;
- Kia Randburg do not meet their own promises (for Feedback, etc);
- in order to resolve the issues mentioned above, travel expenses to Johannesburg everytime comes out of the customer's pocket
in the 2 weeks since the above review and only after emailing the dealer principal, was the items listed above mostly resolved
1. feedback still only received from the salesperson after prompting him for feedback;
2. holding deposit eventually paid back;
3. number plates received, thank you;
4. tracking device issues resolved
however, some of the issues above grew with new issues:
5. service due warning messages : keeps on appearing on the screens when you start the vehicle. Kia Randburg had us drive from Hartbee****rt to Mahindra Bryanston to re-set the messages (120km trip especially only for this) ... Kia Randburg even paid then for this ... however do not know what Mahindra Bryanston did as the error messages still remained after receiving the vehicle back from them ... Kia Randburg's reply was firstly for us to bring the vehicle back (another 120km trip out of our pocked just for that) ... but later allowed us to take the vehicle to Mahindra Brits to resolve ... which they did the first time;
6. due to a mistake by Kia Randburg, we were requested to re-sign the contract with Wesbank - and guess what ... Wesbank deducted the first installment twice!!! Immediately contacted the dealers principal and sales manager on Friday (when we saw that on our account) ... they promptly rep**** that they will investigate and reply ... however (referring to number 1 above) promises of feedback from them and Wesbank still not happening ...
so, where does this leave the customer
- very little feedback from Kia Randburg received during this whole purchase process;
- Kia Randburg do not meet their own promises (for Feedback, etc);
- in order to resolve the issues mentioned above, travel expenses to Johannesburg everytime comes out of the customer's pocket
upon completion of the last outstanding item, the Dealer Principal asked me to review my post. so, herewith my comments on the whole purchase process buying a vehicle from Kia Randburg
my experience with the deal , I believe that
1. the used car salesperson is only interested in you as a customer when buying the vehicle - the moment you have taken delivery of the vehicle his interests moves to the next customer and you battle to get feedback or resolution from him;
2. going up the ladder, when you raise your complaint to the used car manager makes excuses for his used car salesperson, make promises but struggle to deliver on the promises he makes;
3. only after involving the dealer principal do we seem to get some resolution to the issues, thank you.
For a matter of interest:
i) the dealer principal said (his words during telephone conversation) that he instructed the used car salesperson to call the customer and not sign contract (right at the beginning) if Kia Randburg was not in a position to hand the keys to the customer upon signing the contract ... yet they had the customer drive from Hartbee****rt to sign for a vehicle they would not be able to drive away with ... and then they give us a small little rental with no fuel in ... we had to add fuel in the rental to be able to get home ... and then the used car salesperson was so angry at us (for returning the rental to him with the same amount of fuel in the vehicle) that he did not do a proper handover of our vehicle when he returned our vehicle - just sign here and off he went. and after that, everytime you contact the used car salesperson we get an answer back from the used car sales manager
ii) everytime there is a issue to resolve, the standard answer is "bring the vehicle to us" ... at the customer's costs
iii) we had to cancel a weekend away (because the little rental they gave us to drive was not able to the camping site) ... the used car sales manager said Kia Randburg will make up for this ... we are still waiting for any form of compensation ...
iv) the information relayed by the used car sales manager is different to the customer than what was told to him - example : during conversation from Wesbank to the used car sales manager on saturday (following double deduction of first payment) he was told that the refund has been requested but would only happen on Monday (as the banks are closed over weekends) - yet the used car sales manager tells the client that Wesbank will refund the customer immediately and that the refund should refect the same day ... and gives me the impression to "lie to the customer to keep the customer quiet" ...
upon completion of the last outstanding item, the Dealer Principal asked me to review my post. so, herewith my comments on the whole purchase process buying a vehicle from Kia Randburg
my experience with the deal , I believe that
1. the used car salesperson is only interested in you as a customer when buying the vehicle - the moment you have taken delivery of the vehicle his interests moves to the next customer and you battle to get feedback or resolution from him;
2. going up the ladder, when you raise your complaint to the used car manager makes excuses for his used car salesperson, make promises but struggle to deliver on the promises he makes;
3. only after involving the dealer principal do we seem to get some resolution to the issues, thank you.
For a matter of interest:
i) the dealer principal said (his words during telephone conversation) that he instructed the used car salesperson to call the customer and not sign contract (right at the beginning) if Kia Randburg was not in a position to hand the keys to the customer upon signing the contract ... yet they had the customer drive from Hartbee****rt to sign for a vehicle they would not be able to drive away with ... and then they give us a small little rental with no fuel in ... we had to add fuel in the rental to be able to get home ... and then the used car salesperson was so angry at us (for returning the rental to him with the same amount of fuel in the vehicle) that he did not do a proper handover of our vehicle when he returned our vehicle - just sign here and off he went. and after that, everytime you contact the used car salesperson we get an answer back from the used car sales manager
ii) everytime there is a issue to resolve, the standard answer is "bring the vehicle to us" ... at the customer's costs
iii) we had to cancel a weekend away (because the little rental they gave us to drive was not able to the camping site) ... the used car sales manager said Kia Randburg will make up for this ... we are still waiting for any form of compensation ...
iv) the information relayed by the used car sales manager is different to the customer than what was told to him - example : during conversation from Wesbank to the used car sales manager on saturday (following double deduction of first payment) he was told that the refund has been requested but would only happen on Monday (as the banks are closed over weekends) - yet the used car sales manager tells the client that Wesbank will refund the customer immediately and that the refund should refect the same day ... and gives me the impression to "lie to the customer to keep the customer quiet" ...