Poor service, Mistreated and Disrespected

I am writing to formally address the issues I have encountered with East Rand Toyota regarding my recent vehicle purchase. On April 4, 2024, I visited East Rand Toyota to purchase a vehicle. As there were no suitable options on the floor, I was assisted by Mr. Mika Matola, a sales representative, who informed me of a Ford Ranger undergoing service. Mr. Matola offered to send pictures and advised that I could return in two to three days when the vehicle was back from service for a viewing. Upon collecting the vehicle, I was told by Mika Matola that I would need to return in a few days to have the service book signed as the serviced being done already and the service kilometers reset. However, it was never communicated that I would bear the cost of servicing the vehicle just two months into ownership. Furthermore, there was no mention that I should return to East Rand Toyota if I experienced any issues with the vehicle. Instead, I was directed to Motorite (Warranty plan) and addressed my queries with them and motorite referred me to Eastval Motors Secunda for inspection and repairs, for which I incurred additional expenses. After a second visit to Eastval Motors, I was advised to stop using the vehicle as the issues had worsened, potentially causing severe damage. I then refrained from using the vehicle for nearly two weeks while trying unsuccessfully to reach both Mr. Colin Kruger and Mr. Mika Matola to discuss the matter, as my calls were no longer being answered. At that point, I decided to return the vehicle to East Rand Toyota, as I no longer wished to proceed with the purchase .I delivered the vehicle on a Saturday, although I understand Mr. Colin Kruger does not work weekends. Allegations that I threw the keys on his desk are entirely untrue; I have never met Mr. Colin Kruger nor visited his office, and I believe this narrative is an attempt to tarnish my character. Throughout our initial conversations, I was never informed that East Rand Toyota would repair the vehicle directly. Instead, I was continually referred to external dealerships. Claims that I am making excuses to avoid payments are entirely unfounded and damaging to my reputation. I have one fully paid vehicles financed by the same bank and Home loan that is almost finish without a single missed payment, which reflects my commitment to honoring my financial responsibilities. This current situation has left me feeling mistreated and discriminated against. I have repeatedly expressed my dissatisfaction with the vehicle to Mr. Matola within two to three months of the purchase, and I am unwilling to continue financing it for the next seven years. Therefore, my preferred resolution is to be transferred to another dealership where I can select a vehicle of equivalent value and continue my payments without further complications. I am no longer willing to engage with East Rand Toyota due to the ongoing issues and lack of support. The proof of payment made in Eastval Motors in Secunda and the rejection payment letter from Motorite is attached. Sincerely, Jabu Mkhwa****

Conversation Between me and Colin Kruger (The Manager): CAUTION:This message is from outside the Sasol organization. Do not click on the attachments, unless you trust the sender of this message. Phishing emails compromise the security of your device.

Good day Jabu This is now my second mail to you regarding the collection of your motor vehicle as well as numerus phone calls where you just put the phone down in my ear or kill the call. The problem with your vehicle is sorted out at our expense so you need to collect your vehicle. If you have not contacted me by tomorrow the 26th August we are going to contact the bank and instruct them what you are doing and they must come collect their vehicle which will result in you being black listed on ITC. Regards Colin From: Mkhwa****, Jabu (JP) <Jabu.Mkhwa****@sasol.com> Sent: 06 September 2024 12:35 PM To: Colin KRUGER <ckruger@cfaomotors.co.za>; Mika MATOLA <mimatola@cfaomotors.co.za> Subject: Re: Complaint Regarding Poor Service and Defective Vehicle [FR] Attention : Ce message provient d'un expéditeur hors de l'organisation. Soyez prudent. [EN] Caution: This email originated from outside of the organization. Please be careful.

Dear Mika & Colin

I have begged for your assistance with this matters a few months back giving you calls day in day out without answers .The effort you are putting in now in my case is the one I have been asking and begging for.Now that I have brought the bakkie back that is when you are taking my case serious .I am not going to take that bakkie back you can keep it. Thank you

Kind regards Jabu Mkhwa**** Get Outlook for Android ________________________________________ From: Colin KRUGER <ckruger@cfaomotors.co.za> Sent: Friday, September 6, 2024 10:16:25 AM To: Mika MATOLA <mimatola@cfaomotors.co.za> Cc: Mkhwa****, Jabu (JP) <Jabu.Mkhwa****@sasol.com> Subject: RE: Complaint Regarding Poor Service and Defective Vehicle You don't often get email from ckruger@cfaomotors.co.za. Learn why this is important

CAUTION:This message is from outside the Sasol organization. Do not click on the attachments, unless you trust the sender of this message. Phishing emails compromise the security of your device. Good morning Jabu Thank you for your mail, I have tried calling you this morning but you killed my call so I am responding to you via mail. I have spoken to Mika regarding your vehicle and he has explained to me that you took the vehicle to Ford and they could not diagnose the problem so you brought the vehicle to us and we sent the vehicle to Bosch service center that services all my non Toyota vehicles. He diagnosed the high usage of water was a cracked water bottle that he replaced and the problem is now sorted. Unfortunately I cannot take the vehicle back because I am in my right as a dealer to have option to repair the vehicle at no cost to you. The vehicle is now repaired so please can you arrange with Mika when you will be collecting the vehicle or we can arrange to have the vehicle dropped off by you. Kind regards Colin Kruger Automark Manager East Rand Toyota 0836557225 011841 1700 From: Mkhwa****, Jabu (JP) <Jabu.Mkhwa****@sasol.com> Sent: 03 September 2024 3:23 PM To: ckruger1311@gmail.com Cc: Mika MATOLA <mimatola@cfaomotors.co.za> Subject: Complaint Regarding Poor Service and Defective Vehicle You don't often get email from jabu.mkhwa****@sasol.com. Learn why this is important

[FR] Attention : Ce message provient d'un expéditeur hors de l'organisation. Soyez prudent. [EN] Caution: This email originated from outside of the organization. Please be careful. Dear Sir/Madam, I am writing to formally express my dissatisfaction with the service I received and the vehicle I purchased from East Rand Toyota. In April 2024, I bought a Ford Wild track 2020 2.0 bi/turbo from your dealership East Rand Toyota in Boksburg. Since the purchase, I have encountered several issues with the vehicle, including the vehicle using a lot of coolant water in every + - 15 km I had to stop and refill/ The vehicle not being serviced before it was given to me. Despite my attempts to resolve these issues through your service department on 1/08/2024 and back on the 12/08/2024 but still the problems persist. Additionally, the overall customer service provided has been unsatisfactory. on the 10/07/2024 I called my salesman Mika Makola and informed him of this problem, he took no actions in resolving the issue whatsoever. Then again on the 18/07/2024 I gave him another call, that is when I only got the numbers for the warranty service. After making numerous calls back and forth that is when I also discovered that I nor the vehicle was registered with the warranty company but later I was "registered" . That is when the salesman would ignore my calls. That is when I decided to bring the vehicle back, feeling hopeless and helpless. These issues have caused significant inconvenience and frustration. I am requesting that the dealership takes back the vehicle as it has given me numerous issues with in 3 months of me having it, The salesman suggested on option of trading the vehicle with another one. As I have decided to step back and try to think of what other options do I have from other dealerships, I would appreciate your prompt attention to this matter and look forward to a satisfactory resolution. Please contact me at 0728368055, alt nr:0713623882 Work:0176104298 or jabu.mkhwa****387@gmail.com to discuss this further. Thank you for your time and assistance. Sincerely, Jabu Mkhwa****

Decision Taken: Due to sustained mistreatment and ************** perpetrated by Mika Matola and Colin Kruger I have submitted a formal complaint to the Ombudsman, from whom I seek resolution. I have been awaiting the Ombudsman ruling since November of last year till to date, during which I have continued making monthly payment(installment) for the bakkie.