Unresolved Refund and Unauthorised Work – June 2025

Good day Renault Team,

I am writing on behalf of my aunt who is 62 years regarding an unresolved matter from June 2025.

She took her vehicle to your Service Centre to address an airbag warning light. After a diagnostic test, she received and accepted a quotation to fix the airbag issue only. However, upon collecting her car, she noticed a rattling sound that was not present before. She was then informed that a part had been changed without her consent or prior authorisation.

She immediately returned the vehicle and spoke with the manager, who acknowledged the error and agreed to reinstall the original part and process a refund. Despite this assurance, and after several follow-ups and resending of banking details multiple times, she has still not received the refund.

We have been engaging with Samantha, who has repeatedly promised to resolve the matter, but unfortunately, no action has been taken to date.

We kindly request that Renault urgently rectifies this issue and processes the refund as agreed. This matter has been pending for several months and has caused unnecessary frustration and inconvenience.

Please confirm receipt of this complaint and provide a clear timeline for resolution.

Is this how you treat elderly people???????