Formal Complaint – Failure to Replace Timing Belt on Renault Duster 4WD Under Guarantee

Subject: Formal Complaint – Failure to Replace Timing Belt on Renault Duster 4WD Under Guarantee

Dear Renault South Africa,

I am writing to formally raise my serious concerns regarding the handling of a critical maintenance issue on my Renault Duster 4WD, purchased in June/July 2024, which was still under guarantee at the time in question.

I recently discovered that the timing belt, a vital maintenance item, was not replaced at 65,000km by the Renault Service Centre in Paarl, as recommended and expected under the manufacturer’s maintenance schedule. This is not only a severe oversight, but also a potential risk to my safety and to the vehicle's engine integrity, as timing belt failure can result in catastrophic engine damage and substantial repair costs.

Despite multiple attempts to engage with your customer care line, I have yet to receive a clear explanation or resolution. I am extremely disappointed by the lack of accountability, communication, and transparency from Renault South Africa regarding this matter.

This issue should have either been addressed prior to the sale or explicitly disclosed to me as the buyer. The failure to do so reflects a disregard for your customers and raises concerns about the overall integrity of Renault’s post-sale service and warranty support.

Given the seriousness of this case, I respectfully request the following:

A written explanation as to why the timing belt was not replaced while the vehicle was still under guarantee.

Confirmation of whether Renault intends to take responsibility for this oversight and provide remedial action or compensation.

Assurance that steps will be taken to prevent similar occurrences for other customers in future.

I had expectations of a reputable brand with responsible after-sales support, and this experience has regrettably shaken that trust. If this issue is not resolved satisfactorily, I will be compelled to escalate the matter further, including seeking legal advice, sharing my experience on public platforms, and filing a complaint with relevant consumer protection authorities.

I look forward to a prompt and professional response