Urgent Formal Complaint Regarding Unacceptable Service Experience at CMH Nissan Pinetown

I am writing to formally address my severe dissatisfaction and frustration with the service I have encountered at CMH Nissan Pinetown. It is with a heavy heart that I must bring to your attention the series of unfortunate events that have transpired during my interactions with your establishment. Regrettably, the poor quality of service I have experienced appears to be a recurring issue, as evidenced by the numerous complaints that have come to light recently. Despite this, it appears that no significant action has been taken to address these recurring issues, prompting me to explore avenues to escalate my concerns and ensure that others are aware of the substandard service provided by your company.

I feel compelled to emphasize the lack of professionalism and integrity that has colored my dealings with your team at CMH Nissan Pinetown. Specifically, I would like to outline the sequence of events that unfolded during my recent transaction with your branch. On May 26, 2025, I made a payment of R175,000.00 at the Pinetown branch, under the agreement that I would either purchase one vehicle in cash and finance another, or opt for purchasing a 7-seater vehicle outright in the event that financing was not approved. I had been offered a courtesy vehicle temporarily. Subsequently, on May 27, 2025, I was informed that the financing had been approved, and we would proceed with the first option. The vehicles in question were described to me as a Proton Saga 2024 model with 30,000 km, purportedly a demo vehicle, and a 2019 VW Kombi with 113,000 km, allegedly a single-owner vehicle with a comprehensive service history from VW.

However, the issues arose when neither of the vehicles was ready for collection on May 28, 2025. Numerous conflicting explanations were provided by your staff, including discrepancies regarding the status of the mechanical tests and the availability of the VW Kombi for a test drive. Inconsistent information continued to plague the situation, culminating in multiple failed attempts to collect the VW Kombi due to various discrepancies and missing components. Moreover, the misrepresentation concerning the vehicle's ownership history and service records only served to compound the existing problems and erode any remnants of trust I had in CMH Nissan Pinetown. The culmination of these events led to my decision to cancel the financing agreement, as the situation had become untenable.

Subsequently, I started receiving multiple calls from Vernon and Bryan regarding vehicle 1 – the Proton Saga. In a conversation with Allan, whom I understood to be the manager, I was instructed to communicate exclusively with Kiethan due to discrepancies in information provided by various salesmen. I was informed that this was discussed with Vernon. This did not stop the calls made by him.

However, my interactions with Kiethan did not alleviate my concerns regarding the fuel consumption of the vehicle but rather escalated the situation. Kiethan expressed doubts about the Proton Saga that I was interested in purchasing and instead tried to steer me towards other options. Moreover, he highlighted discrepancies in pricing between a demo vehicle with 30,000 km and a brand-new Proton Saga.

Furthermore, Kiethan and Sabelo admitted to being unaware of the mechanical status of the Proton Saga, which had caused significant delays in its delivery. This lack of transparency and coordination among your sales team is deeply concerning. It is apparent that each salesperson is operating independently, with a focus on personal gain rather than providing accurate information and reliable service to customers. Moreover, they bring down other branches by promoting unfair competition based on false advertising. I was informed that it is common practice within the branches to falsely advertise when it comes to the distance in kilometers. This deceptive marketing tactic aims to attract customers by providing inaccurate information about the actual distance. Such misleading practices undermine consumer trust.

The situation took a drastic turn when we discovered that Bryan and Vernon had used my father's personal details, provided for financing purposes, to register a vehicle in his name without our consent or a signed sales agreement. This breach of trust and mishandling of personal information is unacceptable and required immediate action. Due to the discovery of lies, misrepresentations, and the unauthorized use of personal information by CMH. We had reached a decision to terminate all business ties with CMH.

The delay and of transparency in processing my refund request have only added to my growing dissatisfaction with CMH Nissan Pinetown. Despite providing the necessary bank account details as requested on the 11 June 2025, the dealership has failed to provide evidence of the payment and has resorted to vague excuses and unresponsiveness when pressed for clarification. Kiethan had informed me that payment had been made on the 17 June 2025 but did not provide a proof of payment as requested. On the 18 June 2025 he stated that unfortunately payment has not been made as he was informed by head office. He now avoids my calls, this further underscores the lack of accountability and integrity within your organization. The ongoing delay in processing my refund has significantly impacted my financial situation. The inability to receive the refund in a timely manner has prevented me from purchasing a vehicle, leading me to rely on Uber services for transportation needs for my family. This situation is untenable.