Stephanie van den Heever

Formal Complaint – Renault Northcliff: Failure to Provide Spare Key

This review serves as a formal complaint regarding Renault Northcliff’s continued failure to deliver a spare key for a vehicle purchased from them nearly two years ago. I purchased a vehicle from Renault Northcliff in May (almost two years ago) through a salesman named Brandon (no longer employed there). At the time of purchase, I was explicitly informed that the spare keys were located in Nelspruit and would be arranged and delivered to me. I was instructed to wait for confirmation. No such confirmation ever occurred. After waiting patiently for several months, I contacted the dealership and was informed that Brandon had left. I was then referred to Denzyl, the Sales Manager, to resolve the matter. The full situation was explained, and I was assured that the issue would be handled. From that point onward, communication became inconsistent, unreliable, and largely ignored. Calls and messages were frequently unanswered, and responses were only received after persistent follow-ups. After months of no progress, I visited the dealership in person. At this visit, Denzyl advised that a spare key could be arranged the same day, provided I left my vehicle with them, although it would be a non-original key. In good faith, I agreed, as any spare key was preferable to none. I left my vehicle with Renault Northcliff for the entire day, only to be informed later that the key could not be programmed or installed, as it was a knock-off and that only an original key installed by Volkswagen would work. This demonstrated a clear lack of due diligence and technical understanding before taking possession of my vehicle. I then proposed a reasonable and cost-effective solution: I would obtain a quotation from Volkswagen Wonderboom, arrange the installation myself, and Renault Northcliff could simply settle the invoice. This proposal was rejected. Instead, I was informed that an original key had been ordered, with an expected delivery timeframe of 20 days. I accepted this, relying on the written email confirmation that the order had been placed. After 25 days, no feedback or update was provided. I contacted the supplier listed in the email and was informed that I am not their client, Renault Northcliff is, and that all communication must be handled by Denzyl. Only after repeated messages did Denzyl eventually state that the keys would arrive on Monday, 10 November. When I requested confirmation of where the vehicle should be taken for installation, there was no response. On 10 November, I was informed that the keys had not arrived and that there was a delivery delay. On 13 November, I was advised of further delays and promised feedback the following day. No feedback has been received to date. When contacting Renault Northcliff directly, I am repeatedly told that Denzyl is either unavailable or in meetings, with assurances that he will return my call, which does not happen. At present, I remain without: A spare key Any verified proof that a key has been received Any definitive resolution timeline This matter reflects poor management, misrepresentation at the point of sale, failure to honor commitments, and a complete lack of accountability. I have shown exceptional patience for nearly two years, far exceeding what would be considered reasonable. I strongly caution prospective customers against relying on Renault Northcliff for post-sale support or after-sales service.