Customer Service - Vaal Honda

Hi In July 2018 I purchased a car from Vaal Honda. I was given written confirmation on the 25 July 2018 that the car was ready for delivery on the 27 July 2018. When I got there I was told that the licence and registration was not complete. My understanding is that if a dealer says that the car is ready, means the above is complete or they would communicated accordingly. However, before I took delivery I was promised that the licence and registration will be completed by the 31st and will be delivered and put on for me. I did not receive any communication the delivery of same. I had sent them and e-mail on the 8th of August requesting for it to be delivered on the 10th at 11h00, I had not received written confirmation. On the 10th I followed up with a telephone call which was not answered, I then sent a text message, no response . I had waited till 12h30 and had to leave for another appointment. I received a telephone call while I was driving which I did not take. I then sent a text message and the dealer called to say his driver had just left which was approximately 13h00. I did indicate that was out but requested that the driver be contact and I be provided an estimated that that he would arrive. No follow through on that request. I had got back home at about 15h00 and found the paper work and number plates thrown in the yard, which my dog had destroyed. I called the dealer salesman to no avail. I followed up with a text message, no response. In the 13th of August I had sent the salesman and the dealer in principle an e-mail " It's been rather concerning how the conclusion of this matter has been handled. On Friday the 10th of August, I sent you a text message regarding the throwing the number plates and licence as well as supporting documents requested, which was destroyed by my dog.

I would like a firm time line as to when these will be resolved and communicated by COB 13/08/2018

1. Licensed & registration 2. Updated OTP 3. Warranty & Service 4. Alignment & balancing based on email sent to you on the 27/7, when I collected the car. 5. Confirmation of smash and grab 6. On the 24/07, based on your communication the following was resolved: tyre & windscreen was completed and the vechile is ready for delivery. Still incomplete. 7. RWC, has been done."

This was his response to my e-mail " My apologies for the late response. I was under the impression the matter was resolved.

1. Licensed & registration - The L&R was done and we had an appointment to fit and deliver it but unfortunately you did not respond to the calls we made in front of your gate therefore we made the decision to drop the papers and plates in your yard as it is far to travel from Vereeniging to JHB. It is your own responsibility if your dog destroyed the documents. However we can pull duplicates from the licence office at a cost of R1000.

2. Updated OTP - Please find attached document

3. Warranty & Service - Transfer done by innovation and already on your name. document attached.

4. Alignment & balancing based on email sent to you on the 27/7, when I collected the car. - Wheel alignment done - See document attached. All in spec

5. Confirmation of smash and grab - Frikkie indicated that we did not do the fitment but you can get a certificate from PG glass to confirm that the car is fitted with smash and grab

6. On the 24/07, based on your communication the following was resolved: tyre & windscreen was completed and the vehicle is ready for delivery. Still incomplete. - Before delivery, New windscreen, new front tyres and valet was done.

7. RWC, has been done. - RWM was done before delivery - see attached document.

Hope all is in order"

I then wrote to Honda SA, this was there response.

"Thank you for contacting Honda Customer Care regarding Honda Vaal and the sale of your Toyota Yaris.

Kindly note that Honda Customer Care is unable to assist with your query as the vehicle in question is not a Honda Product, and under no circumstance does Honda Motor Southern Africa intervene on non- Honda Product issues. We believe it imperative to mention that Honda Motor Southern Africa and our Dealer networks are complete separate legal entities, thus the issues experienced can only be resolved through the dealer; we respectfully request that you forward the complaint to the dealer responsible or Toyota SA for further assistance.

Thank you for affording us the opportunity to be of assistance.

Kind regards,

Sean

Case Manager

Honda Customer Care"

I believe this is a customer service issue and I should not have to write to toyota as there is no problem with the motor vehicle but people that rendered the service, thus it should be resolved by Honda.