Very very very bad experience received from Renault CMH Midrand and Roodepoort Multifranchise

I am an unhappy Renault customer, discouraged, disappointed, confused, stressed, typing this email with a heavy broken heart of the way I was treated by Renault Roodepoort dealership. My story goes like this. Had a very bad experience in this two months (September and October). On the 09 September 2019 (Monday) I called Renault CMH in Midrand where I purchased my 2018 Renault Kwid dynamic reporting that there is a sound that comes from the engine of my vehicle and I that am uncomfortable to drive the vehicle. I further explained that I have left the vehicle at home used public transport to travel to my workplace in Krugersdorp and had to arrange a school transport for my child at a very short notice because of the challenge I was facing on this vehicle. So the lady I spoke to from Renault Midrand CMH advised me to bring the car to the dealership explained to her that I won't able to drive the car I felt not safe to drive it like that and I am staying at Kagiso in West Rand. She gave me the ***8 number to request for towing services to come and fetch the car at home and that they will take it to the nearest Renault dealership did call the towing services and Daantjies Towing truck came at home at 15h00 in the afternoon as per telephonic arrangement.

On the 11 September 2019 (Wednesday) I called the Renault dealer in Roodepoort to check of any updates about the vehicle was told that the person who is dealing with the car is not available at the moment. I then left the message and gave the lady my vehicle registration number. During the day I then received the call at 13h48 from Simon Mokoena the service advisor at the Rooderpoort Renault dealership. He said I just diagnosed your vehicle and I have find out that the reason why the is that sound that comes from the engine is because of the radiator cap it is a pirated cap (after market) so the engine was overheating it has blown and I asked him to explain what does that mean he said the radiator cap is not a Renault cap and that the engine must be removed from the vehicle and the quote to install the new engine is R 73 000.00,the labour to diagnose my vehicle it will cost R 4 900,the storage for keeping the vehicle there at the dealership is R250,00 per day. I then asked him why are you telling me all of this? His response was that the warranty won't able to pay for the damages rep**** back that the vehicle is under 5 years warranty. The car is still new. He said that's all he can tell me. I then told him I will call the Midrand dealership and explain all of this because I purchased the vehicle there. I then called the dealership the same day and explained what occurred, the lady who was assisting me at Renault CMH in Midrand it was Karen. She promised to call the dealership and will give feedback. At around 16h16 I received a call from Karen and she said she spoke with the service manager at the Roodepoort dealership and the agreement was that the claims will be submitted for authorisation for the vehicle to be fixed. I became relieved to hear the news.

On the 16 September 2019 (Monday) I called the Roodepoort dealership to check the progress of my vehicle because they were not giving me any updates/progress of my vehicle spoke to Ms. Portia Malatjie who gave me an update that the engine of my vehicle was st********** and that Simon was on sick leave I must try to call again maybe on Wednesday or Thursday maybe he will be on duty. Few minutes after our call Portia called to ask me what kind of service plan is my vehicle under, I had no idea ,I called the sales lady who assisted during the purchase of my vehicle and she explained that the plan is Innovation called Portia again and told her she then asked for my service book ,I told her it was home asked why all the questions about the service plan, she said the foreman was asking for that information so that the vehicle can be serviced there after the repairs told them the vehicle is due for service in October 2019,and that the mileage of the vehicle is +-7500 kms I have not reached the 15 000 kms. She explained to me that it is possible for the vehicle to be serviced before October of after then asked her about why I haven't been provided with a Courtesy car since my vehicle is there at their dealer for the period of two weeks. She said they don't have any courtesy cars at the moment asked why I was not notified from the first day of such information then called Renault customer care to and spoke to Lucy she promised to call Roodepoort to check vehicle so that she can arrange with another stakeholder whom they work with. She explained that once she has received a feedback of how long the vehicle is going to take at the dealer she will take it from there.

On the 17 September 2019 (Tuesday) I called Portia again to check the progress of the vehicle since they don't even bother themselves to give any updates or progress to and give feedback to the customer. She said I must wait for Simon who can able to tell me more information about the vehicle, meaning the engine of my vehicle has been left unattended after they st********** the engine on Monday the 16 September it was supposed to remain like that until Simon to be on duty was left terrified of this up and down, left, right and centre without a positive feedback was left stressed because I was even using taxis while my vehicle is laying there at the dealership. During that same day of the 17 September 2019 I called Renault CMH in Midrand I spoke with Ndumiso (sales manager) and explained what occurred. He then called the Roodepoort dealership and the feedback they gave to him is that they were currently busy the vehicle.

On the 20 September 2019 (Friday) I called the Roodepoort dealership again spoke with Simon to enquire about the progress of my vehicle, how far are they with it?, since they told Ndumiso that they are currently busy with it.Simon's response was that he had sent the picture of a radiator cap on the (13 September 2019,Friday) to Renault so that they can assess the cause of the damages of the engine of the vehicle ,and that he doesn't know how long it’s going to take for this people to give him the report. If they approve he will then arrange for courtesy car. And he further explained that if the engine is not around Johannesburg they will have wait for it from France was left more confused, stressed, heartbroken, felt lost, because of so many stories that I was told did not enjoy my weekend of not finding joy at Renault. It is my first time buying a vehicle, a new vehicle am paying the vehicle very well and in time. My vehicle is still under 5 years’ warranty, with 1-year free insurance and a 2-year service plan. On the 23 September 2019 I called Simon again as usual to request his email address. He gave me as per request called again requesting for the email address of the service manager. He told me that they don't have any service manager at the moment then requested the email address of a senior manager who is acting service manager or his overseeing there at the dealership, he said he do not know it and that the manager is currently in the meeting said it is fine I will call again maybe the meeting will be adjourned by then, we agreed. Within an hour Simon called me I thought he was calling me for the email address that i have requested earlier on, but he was not calling me for that. He told me that there is an update he received the report from where he took the picture of radiator cap to. They said the cap is after market and that the warranty department won't able to pay for the damages because the cap is not from Renault. He said the damages is R73 000, 00 for a new engine to be installed, and he wanted to explain the labour (This is the same report I have received from him on the 11 September 2019). I did end the conversation before he could go far. I told him I will call Ndumiso in Midrand so that he can share what he has shared with me. I told him again that I did not purchase the vehicle from some person I purchased it straight from Renault purchased it as a brand new car in October 2018.I asked him to please send me all the reports/conversations via email in a written professional way because I was starting to get irritated of the way I am being treated at Renault as a customer. Renault SA said there’s nothing that they can assist with and the Midrand Renault told me the same thing that there is nothing they can do. They are putting a blame on me about the radior cap. And I bought this car at their dealership. They were making promises on how to assist me as a customer about applying the good will processes for warranty to approve the claim but it ended in the air. I was also told that they will try to give me a lesser quote better than the Roodepoort dealership quote. I am still paying for this car every month and on time. How am I going to pop out this amounts while I am paying for the car?They said the radiator its rusted I don't understand their tricks at all.They say maybe I am sharing my car with someone, or they took my radiator cap at the petrol station and replaced it with another one, or at the car wash? Really!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! To date my car is still at the Rooderpoort multifranchise dealership. They want me to pay for the diagnoses of the car(R4900) of which I was not contacted before doing that. They want money for the stripping of the engine. I never permitted them to strip the car of my engine and now two dealers they just deserted me like that. I am supposed to pay the storage fee of R250 per day (accumulating every day since from the 15 October 2019 and I was told the Renault SA won’t pay for the car to be taken back home) including the stripping of the engine. I am so disappointed of the way I have been treated. They took advantage because I am a woman. I don't wish this to happen to another customer. I won’t ever buy Renault brand in my life. I am paying for the car which I am not driving. The warranty doesn’t want to take responsibility and this car has not even been serviced. Renault is ripping us off.