Dear Mabs
I am beyond frustrated and really disappointed as I write to you. Three years ago, I went against sound advice and bought a new SUV from one of the Chinese manufacturers. The size was perfect for my growing family. The price was good and it came in a nice colour. I fell in love not knowing that a few years later it would be a nightmare.
My work requires a lot of driving across 3 provinces so my maintenance plan went out a lot quicker. Before it did, I enquired about an option to extend it. But the salesperson advised me against it. That was the first red flag!
In March this year, it made rattling sounds from the engine and was losing power. I took it to the dealership immediately. I was told a replacement part was needed and would be ordered from China. I waited for two long months for the car to be fixed. Fortunately, it was still within a warranty since I didn’t have the R75 000 it cost to fix the car. I suffered financial losses from using lifts and Uber whilst paying installments for two months without using my car.
In August, after a few weeks of having the car back, it began losing power once more. I immediately returned it to the dealership. The entire service team made me look like I was crazy and said there was nothing wrong with the car. I insisted that they check it thoroughly. Finally, I was told to drive and observe and bring it back if the issue persisted. The following day, my car broke down on my way from work. I had to tow it to the dealership at a great cost.
That was the beginning of my worst nightmare. I soon realised they had no idea what was wrong with it and couldn’t estimate when it would be fixed. Two weeks later, I had no car and no answers. I wrote emails to everyone and threatened to expose them in the media. They eventually admitted that the initial part they ordered in March for R75 000 was not the problematic part.
They then gave me two options. I could either trade my SUV for a new one or wait for their expert engineer to diagnose my car and order another part from China correctly. I was livid because none of these options suited me. I’m due to pay off this car in less than two years and I was not planning to take on new debt. Also, I was not willing to wait indefinitely while they ordered parts from China.
I reached what I thought was a compromise and agreed to the part replacement option provided they gave me a courtesy car to use while I waited. They were rude and refused, telling me that my maintenance plan was out and I did not qualify for a courtesy car. It dawned on me why the salesperson discouraged me from extending my maintenance plan. This was their way of forcing my hand to buy a new car from them once this one fell apart.
To this day, my car has been at the dealership since early August. They have been trying to convince me to trade it in for a new model. I didn’t budge. Last month, they called to say a ‘correct’ part would cost me about R90 000 before VAT since it is out of warranty. I asked them to do this in writing, outlining the part’s name and the exact costs. I still don’t have any proof that this was indeed ordered. I don’t have the amount that will possibly be over R100 000 once they have fixed it. I don’t trust them at all. When I escalated my complaint on social media, I found more people – mostly women – with a similar problem with the same brand. They operate like mafias and prey on women. I want to take them on but I cannot afford lawyers. Is there anywhere I could report them so that they could be exposed for this nightmare? I am not giving up and I will not be fleeced, please help me!
Answer
I am really sorry to hear what you are going through, it sounds like a nightmare indeed. The Motor Industry Ombudsman is your best bet. It is an organisation created to combat disputes involving the motor industry and to promote consumer rights. It acts as an independent third party to help resolve similar disputes fairly and act as a helpful assistant to consumers.
One of the main functions of the ombudsman is to facilitate communication between consumers and industry stakeholders such as dealerships, repair shops, manufacturers, and other service providers. This can include negotiating fair deals, ensuring the industry complies with its regulations and laws, and resolving issues relating to vehicle warranties, services, and inspection reports.
You have to approach the ombudsman if you feel you have been treated unfairly by industry stakeholders. This could be due to poor workmanship, unsatisfactory service, inaccurate advice, or warranty disputes. In this regard, the ombudsman serves as a kind of customer advocate, ensuring that consumers receive fair treatment and outcomes.
The ombudsman also provides consumers with a platform to lodge formal complaints against industry stakeholders. This is particularly important for people who may not have the resources or legal expertise to fight their cases alone. The ombudsman can mediate and resolve disputes without the need for costly litigation, often saving both consumers and industry businesses time and money.
Finally, the ombudsman is an important source of information about the motor industry, providing consumers with advice and guidance on issues such as purchasing, maintenance, and repairs. This knowledge can be invaluable when navigating the complex and frequently changing landscape of the motor industry.
Please reach out to the Ombudsman right away and share your frustrations. It is not acceptable that you have been taken advantage of like this and I’m happy to hear that you are not giving in.
Motor Industry Ombudsman of South Africa: www.miosa.co.za
Phone: +27 (0) 10 590 8378
Email: [email protected]
If you have a question for Mabs, send an email to [email protected]
