Hi Mabs
I’ve driven a diesel mid-sized SUV for over three years with no issues. However, last month, the car began struggling to start, making strange noises, and emitting white smoke from the engine and exhaust. I called the dealership, and they advised me to bring it in the next day. After a quick inspection, they tightened a loose pipe, claiming it was the cause. But the problem persisted the following morning, and I took videos for evidence.
This time, they weren’t forthcoming about the issue, and days turned into weeks with my car in their possession. Finally, after three weeks, they claimed I had mixed fuels, requiring them to drain it and recalibrate the fuel injectors. This didn’t add up, as I had filled the tank a week before the problem started without any issues on a family trip. I demanded my car back, only to discover they had stripped it and were now asking R10 000 to reassemble it.
Frustrated, I contacted their head office, but they were equally unhelpful. A month later, I still don’t have my car, and they’re demanding payment for labour costs I never agreed to.
How can I get my car back to seek a second opinion? Am I obligated to pay the amount, even though I never consented to it?
Mabs Answers:
It seems there has been a breakdown in communication between you and the dealership, which must be frustrating as you don’t have your car, and you rely on it to manage your daily life. I’m sorry you’re dealing with so much uncertainty.
Mixing fuels in your car is a serious issue – it contaminates components and can cause significant damage, often not covered by the warranty. While I understand your frustration and anger, it’s important to note that the service staff have already invested time in diagnosing the problem, and someone will need to cover their costs.
As a way forward, keep all communications with the service team and maintain a paper trail. They are required to provide a written breakdown of the repairs made or parts replaced in your car. Request that they itemise the payments. However, if you are not satisfied with their explanation or the charges, you can file a complaint with the Motor Industry Ombudsman of South Africa. Ensure all your paperwork is organised to make resolving your case easier. I wish you the best of luck, and please keep us updated on how this is resolved.
You can contact the Motor Industry Ombudsman of South Africa at www.miosa.co.za or via email at [email protected]
