Gross Incompetence, Zero Communication, and Negligence – Renault Northcliff (Motus Group)

I am appalled by the atrocious service, lack of technical competence, and utter disregard for customer care at Renault Northcliff (Motus Group).

Back in June, I brought my car in for a coolant leak. I was charged roughly R4,500 to replace an EGR pipe, which failed to fix the problem. I had to return three separate times before they claimed the actual issue was the thermostat housing, which they resealed.

Fast forward a few months: the exact same coolant leak returned. I dropped my car off last week Monday. After their initial inspection, the technicians claimed they couldn’t find any issue. I had to physically go to the dealership and confront the manager just to get them to do their jobs and investigate properly. Horrifyingly, when the manager instructed them to strip the car to find the root cause, I was told it would be "too big of a job for them to strip and find the issue." Since when is a primary manufacturer dealership unwilling or unable to diagnose its own vehicles?

When they finally diagnosed the issue—a valve near the EGR pipe and thermostat—they promised a quick turnaround. It has now been over 9 days without my car. I was never contacted with an update. I had to physically walk into the dealership again on Monday, only to be casually informed that the part had to be ordered from France and would take 14 to 21 working days to arrive.

No proactive communication, no updates, zero accountability, and absolutely no courtesy or loan vehicle offered while I am left stranded without transport. Whenever I call, the receptionist hides behind the standard "the manager is in a meeting" excuse. The manager only acts when I physically show up and force an interaction.

Renault Northcliff and Motus Group have displayed sheer incompetence and a total lack of empathy for their customers. I have not been given a courtesy/loan vehicle and a clear, binding timeline for when my car will be fully repaired at no additional cost for their repeated misdiagnoses.