Complaint Regarding Lack of Disclosure and Failure to Address Timing Belt Issue – Renault Duster 4WD

Subject: Complaint Regarding Lack of Disclosure and Failure to Address Timing Belt Issue – Renault Duster 4WD I am writing to formally raise a complaint regarding the purchase of a second-hand Renault Duster 4WD from Mahindra Paarlberg in June/July 2024. When I purchased the vehicle, it had approximately 65,000 km on the clock. Within two months of ownership, the battery failed and had to be replaced. Upon replacement at Battery Centre, I was informed that the battery installed was not the original manufacturer’s battery, which raises concerns regarding the quality of components used or replaced prior to sale. More concerning, however, is the issue raised during the 75,000 km service where I was informed that the vehicle’s timing belt had never been replaced. This is a critical maintenance item that should have either been addressed before the sale or disclosed to me, the buyer, as its failure can result in severe engine damage and significant costs. I contacted Mr Paul West regarding this issue. He acknowledged the situation and promised that Mahindra would “work something out” to resolve the matter. However, it has now been over two weeks without any follow-up or feedback from him or your dealership, despite my attempts to reach out. This lack of communication and accountability is deeply disappointing and reflects poorly on Mahindra Paarlberg’s commitment to customer care and responsible vehicle sales. I believe it was your duty to inform me of such a critical maintenance omission and to ensure the vehicle was in sound mechanical condition upon sale. I am therefore requesting the following: 1. Mahindra Paarlberg to take full responsibility for the failure to disclose the status of the timing belt at the time of sale. 2. That the dealership cover the full cost of replacing the timing belt and any associated parts and labour as a matter of good faith and in line with consumer protection. 3. A formal response to this letter within 7 working days, failing which I will be forced to escalate the matter to the Motor Industry Ombudsman of South Africa (MIOSA) and other relevant consumer protection authorities. I hope this matter can be resolved amicably and promptly. Sincerely, Gideon Nel