False Advertising and Poor Service

In 2021 I traded in my Renault Clio for a GWM Steed from Mercurius Motors Tzaneen . The advert mentioned that the vehicle (GWM Steed) had 16000km , 2 services and the warranty. I had requested a fixed and not variable interest rate (which I later discovered that my interest was actually variable and not fixed and this was after the increase of the repo rate). During the process, I was sent to Auto Pedigree in Witbank so they could inspect the car and to have me sign documents, which I did. The gentleman that inspected the vehicle noted that my car had dents and scratches on the front bumper, dents and scratches on the driver’s door (which I was aware of and I mentioned to both he and Cecilia), only one key card was operational, the spare was damaged (noted when keys were inspected).

When I took delivery of the GWM Steed, the vehicle had a damaged centre console. I immediately raised the issue with Cecila, whom then advised that I take the vehicle into the nearest Haval Dealership to me for inspection, get a quote and the costs will be absorbed by Mercurius Motors (which is still not done).

In April 2022 I booked the vehicle in for a service (30 000km). It was brought to my attention that the vehicle had missed the 15 000km service and the 1st service was done at 30 000km (information I was never made aware of) even though the kilos of the vehicle then were 16 000km. So the service center was going to do a 45 000km service on the vehicle, the final service under the plan. I was then informed that due to the fact that vehicle was not serviced on time, I automatically forfeited the maintenance/warranty. I contacted Cecilia with this information and she gave me a different story altogether. She went on to tell me that the vehicle had a balance of 2 services but would lapse depending on which came first (mileage or 2 years) she even went as far as telling me the "You should know that" and I asked her , how was I supposed to know because I trust her with the information she gave me based on the questions I had asked her. I reminded her about what she had said about the service plan & warrantee, that they will only lapse in 2023, she made it absolutely clear that I will have had nothing to concern myself about till then. Cecelia had omitted to inform me that the only service that had been done to the vehicle was its 1st prior to delivery of the vehicle, I was only advised that all inspection, servicing and thorough checks will be carried out prior to delivery of the vehicle. I was asked then asked to contact the dealer principal of Mercurius Motors Tzaneen branch since she had been transferred to another branch in Polokwane, which I did.

I contacted Deon (The Dealer Principle) and informed him about the issue I had. He told me that story from the service center wasn't true because he had all the paperwork from @HavalSA that proved that the vehicle was still under warranty/maintenance. During that same telephonic discussion he raised an issue about traded-in vehicle apparently having sustained heavy hail damage, which I wasn't aware of. I asked him how come the issue was not raised at the time of inspection or shortly after that point having picked up the damage. Deon informed me that he did not know but it was "badly damaged". I asked him why they didn't contact me after finding out about the hail damage and only decide to bring it to my attention now only that I am raising the issue(s) in question, to which he did not have a response to.

I then contacted HavalSA to ask about the service and maintenance/warranty that Deon advised the vehicle still had, HavalSa confirmed that warranty/maintenance had lapsed. I relayed the information to Deon and he gave me a couple of options which were later concluded. I had opted for them to purchase for me a balance of the maintenance and service plan rather than me returning the vehicle and getting a replacement that has warranty/maintenance in place.

2 months later, Jacqueline contacted me with regards to the maintenance that they will be getting for me. I asked her about the balance of my service and she informed me she knew nothing about it but will ask Deon to call me to discuss it further (which never happened). She then sent me an SMS with a link where I had to upload my documents and sign (which I did). After that she was supposed to have sent me another link where I was supposed to sign so we can complete the process which never happened. It's almost a month now and I still haven't received any communication pertaining to warrantee request. I called Mercurius Motors on numerous occasions, left messages for both Deon and Jacqueline to no avail. Since the purchase of my vehicle, I have not received any joy from this dealership. Their service has been poor and their after sales service is even worse. The Dealer Principal like the staff at the branch, have left me in limbo and it seems that no one is prepared to assume responsibility of the situation. I only had this vehicle for a year (31 July) and during this time I have never regretted a decision like I do now, I even have a good mind of returning the vehicle (one of the options Deon had given me) and starting a new application elsewhere.

I have the screen shots from HavalSA and the communication between myself and Deon pertaining the above issues, I will share them upon request.