Romano S

KIA Somerset West - BAD CUSTOMER EXPERIENCE!!!

“I just want to say what a nightmare and embarrassing day I had experienced last wk at KIA Stikland regarding some repair work that I thought had to be done, turned out I needed my Renault Sandro serviced and brakes and other extras to be replaced on the car as well. Patiently waiting too be picked up by my wife who had to leave her work to collect me. And before her arrival I get told by the service agent that my service/maintenance plan had been terminated. I was so confused as I purchased this car in January 2020 and took out an extended 2 year service/maintenance plan for such matters. I immediately called Liquid Capital and spoke to the agent who confirmed my policy was terminated even though I had been paying for it this whole time. I made them aware the car was serviced before it was sold to me and told that next service would be at 90000km??? I sent through my documentation as proof to them and they said it was not valid because of the mistake the finance lady inserted onto my document. Instead of adding the exact mileage of 72000km she added 0km..OMG!! I contacted the car salesman that arranged the sale of my vehicle and he said he would speak to this lady (ALETTA BEESELAAR) who had arranged all the paperwork for my policy and car that I had signed in January 2020. What a mission it was to get this sorted. I was so stressed out dealing with this dispute the whole day and then get told by KIA Stikland the service and maintenance would amount to almost R16000 and will be on my expense. Fortunately, I was able to agree with it as I wanted everything that needs to be fixed on my car to be done. What a disgrace and frustrating situation to be in. What if I could not afford to pay it? And then would need to be inconvenience to arrange to take it in again. Absolutely not. There was no urgency with my matter by this lady who I feel was at fault, as it was the car salesman running around to sort it out. Only after I sent a voice note via WhatsApp then this Aletta lady called blaming it on a system glitch and had a condescending tone, which I never liked and rather kept my cool about it and all I was told the request was out of her hands as it is sitting with Liquid Capital. I just wanted what I paid for this past year to be covered. This lady should be and also take ownership and accountability, however was adamant it was not her even though she is the person handling the paperwork and everything. All of sudden I am getting emailed by her to give me updates. Now that is customer service that any customer would expect. She can learn a thing or two from Pri the salesman I dealt with throughout the day. After all the back and forth, I eventually got an email saying the contract was amended and the service is approved and should not pay for anything, but on collection of car I had to pay over 6k for the maintenance of the car as they did not approve it. So I am awaiting to see what they going to do as I intend to get refunded in full for this ordeal that they put me through. My whole off day wasted and stressed out. If only this lady could be in my position today to understand what she and her system glitch put me through. And to top it off no apologies or nothing. Absolutely a disgrace, even though they partial sorted out the mess. Maybe I was naive in the moment due to the excitement of getting my car last year, but for those customers who consider purchasing at KIA Somerset West be careful what is inserted or not or system glitches that occur on your service/maintenance plans paperwork, as a customer you expect good faith that the dealership has everything in place for you when departing from their premises. Lastly, "the car salesman Priyeshan Chinsamy who dealt with my call was brilliant, especially when I got upset, and he was very patient and so professional even though he could not calm me down he was light hearted and spoke to my" attorney wife". A big thank you to him!” If you are looking for a guy to sell you a car then I would highly recommend him to anyone who decides to purchase at KIA Somerset West After the above review on Google and added to their Facebook page by friends and colleagues since I am not on Facebook, they eventually said they would refund me, but guess what nothing and now I am running after them to reimburse me. They blatantly ignoring my emails to get an indication what is happening with my refund and get sent generic mailers. On top of this I get told by KIA Stikland that they could not do my wheel alignment, because of some fault with tyres they picked up. I am no car guru, but expect this to be noted and advised to me on the sale of the car, as it feels like my steering wheel is falling off when approaching the speed limit of 120km on the highway. Another issue. I hope that any customers who deals with KIA Somerset West does not experience such an ordeal. As this is literally affecting my health condition due to stress. KIA does not care about their customers after they make a sale and making a buck of us. Really shocking... I am not afraid to take this up with the Ombudsman to sort out their mess.