Complaint Regarding Undisclosed Damage and Poor Service – Hyundai i20 from Springfield Branch

On the 12th of July 2025, I visited your Springfield branch to buy a vehicle, assisted by a sales lady named Ntombi. While browsing, I was shown a Hyundai i20, which appeared to be in good condition at first glance. I had already been interested in this particular model, so I was excited to proceed.

When we viewed the car, we noticed some scratches on the exterior. However, the sales lady assured us they were minor cosmetic issues that wouldn’t affect the car’s performance. We also noticed that the rear interior screen was blank, and again, she told us it was a small, fixable issue. Based on her reassurances, we decided to purchase the car.

On the 15th of July 2025, I went back to collect the car. That same day, I discovered that the rear door handle was broken. I contacted Udombi the following morning and sent her a photo of the damage. The position of the damage on the handle and the scratches around it clearly indicate that the car had been hit or affected by impact on that side – something that should have been disclosed at the time of sale.

After I contacted her, Udombi ignored my messages and became unresponsive. A week later, I followed up again, and she claimed she was on her day off. I asked for clarity – a day off usually means one day, not a full week – but she still did nothing to assist me.

I then called We Buy Cars directly (likely reaching head office) and spoke with another lady who tried to help. I was asked to get a repair invoice from a workshop, which I did. However, after submitting the invoice, I was told that We Buy Cars would not cover the repairs, stating that the damage was “cosmetic.” I strongly disagree with this. A broken door handle, especially caused by impact, is not a cosmetic issue – it affects the functionality, safety, and value of the vehicle.

Since then, I’ve also discovered additional problems that were never disclosed, including:

The rear brake light is not working correctly. It only turns on when I switch on the lights manually, not when I press the brake.

The inspection report did not mention that the interior screen was blank.

The scratches and dents were also not recorded properly in the documentation.

As a first-time car buyer, I trusted the process and re**** on the professionalism of your team to give me accurate and honest information. Instead, I feel rushed, misinformed, and now stuck with a car that has more problems than I was led to believe.

I am extremely disappointed with the service I received from We Buy Cars Springfield, and I believe the sale was unfair and not transparent. I am requesting a formal review and response to this matter, as well as appropriate action to either:

Cover the repair of the handle and rear light,

Or offer compensation for the damages that were not disclosed.

If I receive no fair resolution, I will escalate this matter to MIOSA (Motor Industry Ombudsman of South Africa) and share my experience publicly, so that other buyers are warned to be careful.

I want to return back the car since I am ignored buy the seat

Kind regards,

Khululiwe N Mhlongo

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Vehicle: Hyundai i20

Purchase Date: 12 July 2025

Collection Date: 15 July 2025

Branch: Springfield

Sales Agent: Ntombi