Hi Mabs.
My car recently went out of its maintenance plan, and I took it for service to the dealership where I bought it and have always had it serviced without skipping any appointments. Initially, I was told the major service would cost just under R4500, which was more than I expected, but I agreed. Throughout the day, different people kept calling to report more issues, and by early afternoon, the cost had increased to over R18 500. They mentioned issues like water pipe replacement, redoing the full suspension and replacing the power steering pipe. They warned that my car could catch fire if these issues weren’t fixed. I consulted a friend who is a mechanic, and he said this is a modus operandi to upsell to cash-paying customers, particularly women. I stood my ground and told them to stick to our original agreement. When I picked up my car in the late afternoon and questioned why these issues only appeared after my maintenance plan had lapsed, they downplayed the situation and said these were not urgent repairs. I was livid and have lost trust in them. Where can I report this bad conduct?
Mabs Answers
I apologise for your bad experience. I don’t have the dealership’s version, but I’m responding based on what you’ve shared. I remember when I had my first car in my early 20s and facing similar situations where women were treated unfairly by institutions that should value them as customers. It makes me angry. This behaviour, especially towards female motorists, is why I started this advice column.
Fortunately, we all have rights and are protected against such behaviour. The Motor Industry Ombudsman of South Africa (MIOSA) actively addresses these issues by resolving disputes between the automotive industry and customers. Over the years, I have found their rulings to be just and fair. They take the time to listen, investigate thoroughly, and reach balanced verdicts. I suggest you contact them at [email protected] to file a complaint against the dealership.
