Appalling Service Received

<p>In 2013 I purchased a car on finance through the above mentioned dealership, with finance from WesBank. After completing the application, I also requested an extended service plan to be added onto the finance.</p> <p>With regard to the vehicle purchased the documentation stated the following:</p> <p>Nissan Finance - A product of Wesbank: Renault Sandero 1.6 Stepway</p> <p>BUT the vehicle I have: Renault Sandero 1.6 United</p> <p>Renaults System: Renault Sandero 1.6 Dynamique</p> <p>All 3 vehicles above are Renault. However, three different models appear on different documents. How is this possible to get all this information incorrect? More importantly, why has it been so difficult to correct this?</p> <p>To my understanding a contract is a legal document which means I am paying for something I do not have. When I approached the dealership, I was advised I was driving a limited edition vehicle. Which is utter nonsense, I was just sold a sad story to get rid of me!!! When I requested the correct documents for the actual vehicle I have in December 2013, I was informed not to stress as we are paying for the correct vehicle. I, as a consumer am holding Renault Mccarthy liable for that contract of that vehicle that is stipulated on the documents I received for the finance. Should I not receive the vehicle which I am paying for stipulated on the contract or if finance is not adjusted to the vehicle I am currently driving, legal action be I'll be taken.</p> <p>My car was serviced at 65 000KM. After receiving the car, the engine blew up while I was on the road with my family (January 2015). It turns out that the mechanic did not tighten the oil filter which resulted in the engine breaking. Fortunately, the engine was covered by the warranty which expires in January 2017. The dealership sorted this issue out and in doing so while either taking the engine out or placing it back in the vehicle; the aircon pipe broke which resulted in the gas leaking. Once I received the vehicle, I noticed this and immediately took the car back to the dealership and contacted Ishwaar. Ishwaar was the person I was in contact with at the time. He advised that he would order the aircon pipe and would get back to me to let me know when it could be replaced. Up until now, this has not been done – 1 year and 7 months later!!</p> <p>A few months ago when the vehicle reached 75 000KM and was due for a service, I was advised that this was the final service available and that a major service is due once 90 000KM is reached, for which I would have to pay cash. The amount requested for the major service was utterly shocking. When I notified them that we requested for an extended service plan, their response was that it was not on the documentation!</p> <p>This is appalling treatment and requires urgent attention.</p> <p>In addition to the above, and more recently the vehicle makes a humming sound (it is audible from the front passenger side). A mechanic mentioned that it is the gearbox. Since I am aware that my vehicle is still covered under the warranty, I went back to the dealership. One of the guys at the dealership test drove the vehicle with myself present. He said he had no idea what that sound is or why it has started occurring. I was asked to drop the vehicle off at the dealership the following day in order to investigate the issue.</p> <p>The vehicle was dropped off on Tuesday 01/11/2016. I was contacted and advised that the problem had been fixed (apparently there were a few things loose which required tightening) and that I could pick up the vehicle. They also advised that they test drove the vehicle to confirm that the problem was sorted. On our way home, I heard the sound again. I contacted the dealership and was advised NOW, that it is the clutch that is making this sound: From not knowing what that sound is, to saying a few things were loose and now that the issue is still not resolved they saying it’s the clutch? Why, so that they do not have to sort it out as the clutch is not covered under the warranty? Do they not want to follow their instructions and sort out any mechanical issues that are covered by the warranty?</p> <p>Another annoying point is that this dealership only has 2 courtesy cars available to customers who send their cars in for repairs. We were told that there are no available courtesy vehicles and there is a back log due to pre-booking – how is a person supposed to know that their engine/gearbox is going to blow etc. in order to pre book a courtesy vehicle??? Is it that they just do not want to provide us with one?</p> <p>The service we have received is consistently terrible. I would not recommend that anyone purchase a vehicle from this dealership. What ever happened to customer satisfaction? We have a Right to Value, good quality and safety, how am I supposed to take my 3 year old daughter in this vehicle if it’s not a safe and they refuse to check the vehicle? We have an agreement for the supply of the goods and services however, they do not intend on keeping their end of the deal.</p> <p>According to CPA: A warranty or guarantee is granted to the purchaser by a product manufacturer or provider of a service with the understanding that the manufacturer or retailer shall replace or repair defective product or make good an in-effective service, within a predetermined time period, should goods become damaged within a certain periods. Suppliers also provide warranties and guarantees to fix or replace goods when faulty, but in this instance they not or they trying to find a way out of it.</p> <p>Every customer has a right to complain, should I take this issue up with the ombudsman or the Department of Trade and Industry?</p> <p>Please feel free to contact me to sort this issue out:</p> <p>Keagan Govender</p> <p>Email: ********** <p>Mobile: ********** 022/ ********** 185</p> <p>Work: ********** </p>