R
Refilwe
Active since Feb 2024
2
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2 reviews8 months ago
I regret taking my vehicle for service at Suzuki Kyalami
I am writing to express my deep dissatisfaction and concern regarding the service I received at your Kyalami dealership, particularly in relation to my vehicle, which was serviced there in [early August 2025]. While I initially received excellent customer service from Noelle – whose professionalism and kindness I truly appreciated – the experience that followed has been nothing short of disappointing, costly, and deeply inconvenient. • Vehicle serviced in early August 2025: No previous overheating issues. Vehicle collected post-service. • Within 2 weeks: The vehicle began overheating – something it had never done prior to the service. • Upon opening the bonnet, I discovered that the radiator cap was missing. • I contacted the Service Manager, who advised I tow the vehicle back to the dealership. He confirmed: o The radiator cap would be replaced for free. o The vehicle would be checked for damage free of charge. o I would receive a courtesy vehicle due to the inconvenience. • Upon arrival, a service advisor informed me I would need to pay approximately R13,000 just to have the vehicle stripped and checked, contradicting what the Service Manager initially told me. • I was also told that: o No courtesy vehicle would be provided for the repair duration (which ended up being over a month). o The only courtesy car available (manual) was unsuitable for me. • I incurred Uber costs for several weeks due to this inconvenience. • The cause of the issue remained unclear, with inconsistent explanations from the Service Manager and Service Advisor. No clear “external cause” was identified. • I was eventually told the engine had to be replaced, costing me R50,000+, with no goodwill discount, despite the likely link to the original service error (missing radiator cap) • I collected the vehicle on 22 August 2025, but returned it on 29 August 2025 due to fuel leakage. • I was told a pipe was not installed correctly, raising serious concerns about workmanship and safety. • I was told to “come back if anything else is unusual” — which is deeply unprofessional and unacceptable after such an expensive repair. • The vehicle is now leaking petrol again, putting my safety and that of others at risk. • Excuses such as a petrol attendant or sabotage are not only speculative but dismissive of accountability — especially given that the vehicle was just serviced and should have been properly tested before handover. • Negligence or poor workmanship possibly caused engine damage. • Lack of transparency and broken promises regarding costs and courtesy vehicle. • Inadequate quality control, resulting in recurring mechanical issues even after a major engine replacement. • Lack of accountability from staff and shifting blame. • Serious safety risk due to fuel leak post-repair. 1. A full investigation into the handling of my vehicle from the first service through to the current issues. 2. A written explanation regarding: o How the radiator cap went missing. o Why I was charged for diagnostics after being told otherwise. o Why safety checks were insufficient after major repairs. 3. An immediate resolution to the current petrol leak at no cost to me. 4. Reimbur*****t or compensation for: o The Uber and transport expenses incurred. o The inconvenience and safety risks endured. 5. A goodwill gesture or partial refund on the R50,000+ paid given the reoccurrence of issues and poor service. Should this matter not be resolved amicably, I will have no choice but to escalate it further by lodging a complaint with: • The Motor Industry Ombudsman of South Africa (MIOSA) I hope you understand the gravity of the situation and how this has affected my trust in your dealership and brand.
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26 months ago
Thank you so much to Molly Motors team mainly Zanele and Chris for giving a beautiful service with purchasing my very first car, the service was effortlessly beautiful and customer service is well catered l
Thank you so much to Molly Motors team mainly Zanele and Chris for giving a beautiful service with purchasing my very first car, the service was effortlessly beautiful and customer service is well catered l. I encountered different issues as a first time car owner and they resolved each and everyone of them. Thank you so much for a wonderful experience as a new proud car owner 😁
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