Ayanda M

Unacceptable Service from Autocity Renault Heidelberg

I am deeply dissatisfied with the service received from Autocity Renault, Heidelberg, and feel compelled to share my experience. On 03/03/2026, I was informed by saleswoman Nomsa that my rent-to-own car application had been approved. I was then directed by Nigel to make an initial deposit payment, which I promptly transferred from my personal account to their business account. The following day (04/03/2026), I travelled to the Heidelberg branch to collect the vehicle, only to be told that there was an unresolved payment dispute between Autocity and their third-party partner, Flexi. Despite this, I had already paid the remaining balance of the deposit, and I was not given the vehicle. I was repeatedly promised the issue would be resolved, and I made multiple follow-ups over the days that followed. As of today, 13/03/2026, the matter remains unresolved, I have not received the vehicle, and I am still waiting for my refund. When I contacted head office, I was initially told by a representative that the car had been delivered — which was factually incorrect. She later retracted this, explaining it was a "miscommunication," and that their system automatically marks a car as delivered upon sale. This is deeply concerning from a consumer trust perspective. This experience has been stressful, financially damaging, and a serious waste of my time.