Doreen O

WORST SERVICE FROM TOKIA MULIT FRANCHISE - RUST AND CORRISON WARANTY WAS NEVER HONOURED

28/03/2017 - TIGERVALLEY MULTIFRANCHISE PHOTOGRAPHS OF CAB CORROSION WAS TAKEN - no rust claim was processed under warranty (Service Advisor - Patrick Fortune) - INVOICE 13510876 (KM 8742) (10000KM/1 YEAR SERVICE). 30/04/2018 - TOKIA MULTIFRANCHISE CARRIED OUT A RUST INSPECTION ALSO AFTER I ENQUIRED ABOUT IT THE FIRST TIME, I WAS TOLD A CLAIM WILL BE REGISTERED. - no rust claim was processed under warranty. (Service Provider - Janine De Long). INVOICE 13524825 (KM 13005) (20000KM/1 YEAR SERVICE) 09/10/2018 - FIRST DIFFERENTIAL ASSY REPLACED UNDER WARRANTY AFTER COMPLAINING ABOUT NOISE FROM THE WHEELS - INVOICE 13543038 (KM 16468). (Service Provider - Celeste Van Der West) 13/05/2019 - TOKIA MULTIFRANCHISE CARRIED OUT A RUST INSPECTION ALSO AFTER I ENQUIRED ABOUT IT FOR THE SECOND TIME. - I WAS TOLD A CLAIM WAS LOADED WITH ALLIE (WARRANTY CLERK) SEE NOTES ON INVOICE 13538953. (Service Provider - Janine De Long) (KM 17 249) (30000KM/1 YEAR SERVICE). 24/06/2020 - TOKIA MULTIFRANCHISE. I ENQUIRED ABOUT IT FOR THE THIRD TIME. - I WAS TOLD A CLAIM WAS NEVER LOADED AND THAT MY WARRANTY EXPIRED. INVOICE 13551625 (Service Provider - NARIMAH ISAACS) (KM 17 758) (40000KM/ 1 YEAR SERVICE). 31/05/2021 - TOKIA MULTIFRANCHISE - I ENQUIRED ABOUT IT FOR THE FOURTH TIME. - I WAS TOLD A CLAIM WAS NEVER LOADED AND THAT MY WARRANTY EXPIRED. MY ENQUIRY WAS FORWARDED TO Richard Joubert the Warranty Administrator. INVOICE 13561928 (Service Provider - Janine De Long) (KM 18 834 (50000KM/1 YEAR SERVICE). 24/06/2021 - TOKIA MULTIFRANCHISE. SECOND REAR DIFFIRENTIAL CARRIER ASSY REPLACED. INVOICE 13562683 (KM 18996) CLAIM SERIAL KM21000136 15/06/2022 - TOKIA MULTIFRANCHISE. THIRD REAR DIFFIRENTIAL CARRIER ASSY REPLACED. INVOICE 13573883(KM 20725) 15/07/2022 - Claim form sent and completed. 18/07/2022 - More photographs taken of the rust by Richard Joubert. 09/10/2022 - Request feedback on the claim submission. 11/10/2022 - Can't find my invoices (which I have all the copies of) or records from Stikland and cannot process my claim yet - delayed. 16/11/2022 - Roxanne Essop-Mohamed the new Warranty Administrator informed me that Janine De Long and Richard Joubert are no longer with the Franchise. She took over the claim process. This was her feedback via email: "Due to it being a Goodwill on your rust claim, they are prepared to cover 40% of the cost, The Break Down is a Follows: Complete Rust Quotation R23946.80 Kia Goodwill Contribution: R9578.72 Customer Contribution: R14368.08 I will require notification if you still wish to continue with this claim, Kia has acknowledged that this has been an ongoing Query since 2018. And have given it a thorough investigation along with Quotation from Panel Shops." The outcome that I would like is that the Mult franchise pay the full amount of the claim and that the vehicle is sprayed by an authorized Spray painter appointed by KIA Headquarters. All the invoices since 2017 to 2019 whilst under warranty address the rust issue yet no claim was register as stated on their invoice of 2019. 3 X Differential Carriers at the cost of between R 19 000 and R24 000 each was replaced under warranty but not once in the 3 years (2017 to 2019 was the rust and corrosion warranty honoured. I am not willing to pay the Customer Contribution of R14 368. The rust has spread through the entire body and this last quote of R23 946 included the entire cab, and load/cargo part with the flip panels. Another outcome I hope to achieve is that the Multifranchise pay for the cracked windscreen that I had to pay an access of R900 to Glass fit. I have photos of the rust and complete corrosion underneath the windscreen rubber holding the windscreen in place and an assessment from Glass Fiti indicating that corrosion could be the reason for the cracked windscreen whilst the vehicle was in a stationary position parked in my garage. The spray work of the KIA bakkie is of such a bad state that the bakkie looks like it is 20 years old with rust everywhere and in some cases, corrosion is through the door panels. I send a letter to the Motor Industry Ombudsman of South Africa (MIOSA ) who rep**** with the following answer and directed me to the National Comsumer Commission (NCC). I have now send all the photos, invoices, warranty as per KIA's manual and service book, my Service book with stamps in etc to the NCC. "You are kindly referred to the complaint lodged with the office of the Motor Industry Ombudsman of South Africa (MIOSA). The MIOSA represents neither industry nor the consumer. It utilises good engineering practice, good customer care practice, good legal practice, and natural justice as a basis in its deliberations. We have assessed your submission made available to the MIOSA on 8 October 2023, and we would like to comment as follows: You purchased the vehicle on 30 March 2016. The vehicle’s warranty is valid for 60 months or 150 000 km, whichever occurs first. A rust related concern was reported in terms of the new vehicle warranty on 28 March 2017, but no rust claim was processed. You were again informed in 2018 that a rust claim will be processed. On 16 November 2022 you were informed that a goodwill contribution of forty percent had been approved relating to the rust. You would like Kia South Africa to cover the entire amount relating to the repair. It was further your expectation that you be reimbursed for a R900.00 excess fee which you had paid in relation to a windscreen insurance claim. Considering that the new vehicle warranty period has already lapsed, Kia Motors South Africa and their franchised dealers are not obligated to cover the cost of the repair as they have fulfilled their responsibility towards you. The MIOSA cannot compel Kia Motors South Africa to assist beyond their obligations. Your request for compensation/reimbur*****t/damages does not resort within the jurisdiction of the MIOSA in terms of section 17 of the South African Automotive Industry Code of Conduct. With the above in mind, we confirm the closure of our file. Yours sincerely," And a second email from MIOSA - "Good Day MrS. Dorethea Doreen Lourens Thank you for your email. If you or the Dealership/Repairer does not resolve the matter after the MIOSA finding letter the National Consumer Commission can be contacted NCC Call Centre: 012 428 7000 - Monday to Friday (08:30 to 17:00)012-428-7000."