Promised Key Missing, Replacement Costs Exceed Adoption Fees

Dear We Buy Car Management,

I have formally raise a long-standing concern regarding the vehicle my husband and I purchased from your Brackenfell branch in November 2024 and I would like feedback.

At the time of purchase, we were en route to a critical meeting with our social worker regarding the adoption of our second daughter when we were involved in a traumatic accident on the N2 near Gordon’s Bay. A truck with failed brakes coming down Sir Lowry’s Pass collided with us, followed by a side swipe from a bakkie. In the wake of this incident, we urgently purchased a vehicle from your dealership—a decision made under considerable emotional and logistical pressure. The car we bought was advertised and confirmed to include two keys.

However, we were informed at the time of collection that the spare key could not be located but would be provided later. Nearly a year has passed, and despite numerous follow-ups with your Sales Person, a Manager, and a third-party contractor since December 2024, we have yet to receive the spare key. Attempts to cut a new key have failed, and we continue to receive vague responses and redirections. This situation is deeply frustrating. We paid for a vehicle that included two keys, and to this day, we have only received one.

The cost of replacing the key through Mahindra Somerset West is exorbitant—more than the cost of our child’s adoption process.

This is not just a matter of inconvenience; it is a matter of fairness and accountability.

I am requesting a clear and direct explanation from senior management: - Why has this issue remained unresolved for nearly a year? - What concrete steps will be taken to ensure we receive the spare key we were promised?

We trusted your company during a vulnerable time in our lives. Please honor that trust and deliver what was contractually and ethically agreed upon.

I am no longer satisfied with vague assurances like “I’m trying everything” or being told to “speak to someone else.” I want what I paid for: a car with two keys.