“A DREAM, BECAME A NIGHTMARE”

I wish I did not have to even select a star. The service I have received from Renault Umhlanga has been a total nightmare.

My journey with Bidvest began in April/May 2019, I purchased my “first vehicle” from McCarthy VW, Pine Street, Durban. Malcolm and the management there were super in terms of customer service. From searching for my dream vehicle to visits and test drives until I found exactly what I wanted. When the Facelifted Renault Clio Specs & Pricing was launched in 2016 I knew this was going to be my first car, Turbo to be exact (I still have the email from www.cars.co.za news and reviews issue date Nov 2016).

The car broke down at the car wash on the 16th December 2019, it was then taken in to Renault Umhlanga for diagnostic and repairs. I would call almost daily to enquire about the status of the vehicle and would never receive any joy. Each time I called I had to explain myself and re-introduce myself. The car was not logged on the system, neither did they know who I was yet my vehicle was in their premises. We were so thoughtful that my hubby and I said okay maybe they are short staffed due to the fact that it was December and most staff may be on leave. However mid-January still, this was us, calling, emailing, dropping by unannounced to follow up on our vehicle. By then we were frustrated and asked to be referred to the service manager. We now had to involve the dealership from where we purchased to intervene on our behalf. They too did not find any joy but gave me assurance by merely providing us with an open and honest customer service and as far as agreeing to assist in terms of financial costs.

In February my car was still not repaired, they tried to rob me of my right to repair my vehicle and said I would incur the costs because the warranty expired. Again, I had to contact McCarthy VW to intervene because my vehicle was brought in 2 months before the warranty expired. I had no idea that it was even due to expire, unfortunately or fortunately for me it was still within my right to claim. They then offered to split the cost with McCarthy Renault just to ease the frustration and heartache I was now experiencing.

On return of the vehicle I noticed that there were missing parts, which I raised immediately with Renault Umhlanga. I recall exactly what was in the vehicle as I was there when the roadside assistance arrived and I accompanied him to drop off my vehicle. They also gave me the images and checklist report of the vehicle to support my claim and I submitted it to Renault. They agreed to replace the items, which I only received months later. It was not even a month the car indicated a battery charging fault and I brought it to Komlin’s attention via telephone and via email. When we opened the bonnet, the battery had residue that looked like battery acid. Not only were there missing parts (lighter & back board) to my vehicle), wind wipers were knocking against the bonnet and going over the windscreen. My car had no turbo and even the seatbelt sensor was no longer working. My daughter even noted that the ashtray/cup did not belong to us. I am well aware that as the manager you cannot monitor everything. However, I am very disappointed by first the communication barrier and now the constant faults  Because of his lack of communication, I asked my hubby to take the vehicle in personally only then did he attend to the matter. Eventually they agreed to repair the fault (alternator) and replace the battery.

Prior to that I had to renew my license and was treated so badly at the post office. The consultant threatened to call the police on me and accused me of *****/theft. When I asked why she told me how could I not know that my engine was not licensed or cleared. It then occurred to me that my engine was replaced and I explained to her that under no circumstances was I aware that my engine was not cleared and that it was the dealerships responsibility to ensure it was. She then logged the renewal but could not provide me with a disc until the engine was cleared by the police. I was now beyond the feeling of sabotage and fell into an even worse state of depression. What was merely “ A DREAM, BECAME A NIGHTMARE”.

Over the duration of my ownership the car spent many months at Renault and I paid for something I could not use. Our lives were disoriented and we had to become burdens to others. We have not recovered from the experience I explained above (most of which I have omitted) and now I have to deal with this poor and lack of service delivery.

I am without my car now for almost 3 weeks now. I dropped it off on the 24th February after the petrol attendant noticed that my water bottle had cracked. I immediately contacted Club McCarthy to send a flat bed and we towed it away. If we do not call to enquire we do not receive any communication from them. Today, the service manager promised to submit the invoice and proof of warranty to me but failed to do so. When I called to follow up he **** about his conversation with my hubby. He then requested for my email address which we refused to provide to him because this is the constant service delivery we have to deal with. Every occasion we have to provide names, surnames, telephone numbers or emails as though it were the first time dealing with us. He later sent me the invoice but I am at the point where I am now frustrated and all I ever wanted was not even my hard-earned money’s worth, but purely an open and courteous service delivery. CC: ***;