No Communicatiion with clients unless the client phones them.

Below it the email that i sent to Renault Tokai - Motus

They responded to 2 of the many concerns that I have.

I am writing to formally raise my concern regarding the ongoing delay and lack of communication with respect to my vehicle, a Renault Sandero (2014 model), currently at Renault Tokai Motus since 15 August 2025. Today is 04 September 2025, and I am still without clear feedback or resolution.

The service consultant I dealt with, Muneeb, assured me that he would contact me on Monday, 01 September before 17:00 to provide information regarding the engineer's report. This did not happen. Instead, he called me the following morning to request my email address, promising to copy me in the correspondence with M-Sure Insurance regarding the extended warranty on my engine. To date, I have not received this email.

I followed up again on Wednesday, 03 September, and was told the email would be sent that morning. However, I am still waiting. This lack of follow-through and communication has been extremely frustrating and unprofessional.

By way of background:

I purchased my vehicle from Renault Tokai in 2021 and have had it serviced exclusively at your branch. Following last year's service, the boot could no longer be opened with the key, and I have had to use the lever inside the car. While inconvenient, I accepted this as long as my car remained driveable. On 28 May 2025, I brought my vehicle in for a minor service. No dashboard warning lights indicated any issues at that time. On 14 August 2025, while driving home, the temperature warning light began beeping. I immediately pulled over and arranged a temporary fix to get home. I phoned Renault Tokai from the roadside and was advised by a female consultant to bring the car in the next morning (15 August) for the water bottle to be replaced.

Since then, my vehicle has remained at the dealership for 21 days, and I still do not have a clear resolution.

I rely heavily on my vehicle to commute long distances to work and conduct site visits. In the absence of my car, I was forced to hire a vehicle for 17 days at significant personal expense. I have since had to return the rental, as the cost was unsustainable.

Despite repeated requests, I have been advised by Muneeb that no courtesy vehicles are available as they are all in for repair. However, when I purchased my car from Renault Tokai, I was assured that clients would not be left stranded, and that a courtesy vehicle would be made available if a customer's car was in for more than seven days. Unfortunately, that commitment has not been honoured.

Given these circumstances, I respectfully request:

Immediate written feedback on the engineer's report and the current status of my vehicle. Clarity on whether Renault will honour its promise to provide a courtesy vehicle under these conditions. A formal explanation for the delay in communication and failure to meet commitments made by your service consultant.

I trust you will treat this matter with urgency, as the ongoing situation has placed considerable strain on my ability to work and manage my responsibilities.