Extremely Disappointing Warranty Experience

We are extremely disappointed with the way our vehicle warranty claim was handled by Stellantis South Africa and SMH Multi-Franchise.

On 3 February, we attended a meeting at Stellantis Head Office regarding our claim. At that meeting, we provided our fully stamped service book reflecting that all required services were completed, including the dates and mileage.

Thereafter, we were repeatedly asked to provide additional documentation — including historical invoices (some from companies that have since closed down) and even confirmation of the type of oil used during services. We went to considerable time and effort to obtain this information, despite the inconvenience.

After complying with every request, the claim was ultimately declined based on information that had already been available to Stellantis, the dealership, and the warranty team 11 business days earlier.

The entire process felt unnecessarily drawn out and frustrating. We were sent from pillar to post, repeatedly asked for information, only for the claim to be declined on grounds that were already known. This experience has been exhausting and unacceptable.

Customers deserve transparency, fairness, and efficient handling of legitimate warranty claims. Unfortunately, this was not our experience.