Renault
Reviews and Complaints

I am unhappy with Renault! It is the first time owning a Renault and it has been with me for 3 months and I am regretting the buy..

I bought my duster H2 on Nov.2019 and then after one month I discovered that I have been deceived by Renault Egypt as I received a brand new car with missing accessories, a car has cost me a fortune to get and you take no responsibility on your customer satisfaction.

After a month of the purchase I figured out that my car is not the last edition of 2019 and it's missing a front armrest and a storage unit and the passenger seat, I referred back to the call centre and They told me that I had to visit the nearset showroom so I did but with no benefits .. I submitted a complain through their call centre and the responsible salesman. It's have been 40 days with no logical reply or care.

My whole experience with
Renault was disappointing and shocking

Dear renault france

This is an official complaint in renault egypt,

Since I purchased the car in january 2016; I used to have its regular maintenance at the accredited agent (paper and system proves this).

At the 30, 000 regular check-up, I went to el sabae agent and they told me that there is a problem in the oil leakage and I have to go to the main maintenance center. I went and they solved the problem and informed me that the car needs an isolation part beside the fuel and brake pedal but its unavailable and I have to check then with the call center. I did this and until now I received no response!

Then I returned back to el sabae agent to do the regular maintenance of the 30, 000 km. A week ago, I felt that the car is not performing well, towing is very hard too hight and there is a problem in fuel usage which makes it hard to move. Then I discovered that the intake air filter is broken and sealed with a plastic ribbon! (photos are attached). Noting that I heard from some people that the same situation happened to them at the agent!

I called renault to complain, they told me that they will get back to me and nothing received until now for the broken part and isolation. This is to confirm that I never go any maintenance outside the accredited agent and the regular check up proves this.

Moreover, I have a problem since I bought the car in the center lock and I always complain on it but the agent always tells me that there is no problem…they even cant solve small issue such as the center lock!

Appreciate solving this issue as leaving this will affect the car motor and the performance in general. The car is parked for three days now and I cant use it, the matter that affects my whole life.

Please note that I have sent a previous complaint on 23 january and never get any reply!

Thanks
Salma
+2 [protected]
Aly. [protected]@hotmail.com

E-mail sent 09th January 2019.

Dear Renault Customer Care

RE: Vehicle Registration No: CPX 367 NC
VIN NO:VF1HSRC9555905572

I hereby wish to convey my utter disappointment in my current Renault Duster - to date 18 months old with 17 800 km on the clock .

I previously owned 2 x Sandero Stepways (newly purchased from your Kimberley branch) and would consider myself an ambassador of your brand, but only until I took ownership of this particular (new) Renault Duster from your Knysna Branch in June / July 2017.
The vehicle / model came highly recommended since I live in a remote area in the Northern Cape (Tswalu Kalahari Reserve, located 480 km from the nearest Renault dealership in Kimberley) for which a slightly more all-terrain vehicle is required to handle the odd distances of gravel roads I need to travel. However since purchasing the vehicle I have experienced an incredibly frustrating 18 months, incurring considerable costs, stress and inconvenience due to continued technical/mechanical faults and breakdowns which to date have not yet been resolved.

I attach previous e-mails for reference purposes. I would hereby urge you to please investigate these matters - not only regarding the defective vehicle which I believe I was sold but also around the registration surprises I experienced.

If not for my benefit - I think it may be in your best interest to be aware of the way your dealers / dealerships are treating your "valued customers". With this being said, I can only commend the 2 members of the team at the Kimberley branch - Madelein Lubbe and Johan Swanepoel - who have been unsurpassed in their support, going out of their way to assist me through all the issues and frustrations experienced. They have tried their best - but after the 10th visit to the workshop we can all agree that the vehicle I received is not up to standard or what one expects when purchasing a new vehicle. And the lack of interest and concern by Renault SA is alarming, to say the least.

To summarise:
From the day of purchase (as mentioned in the mails) the idling of the vehicle was irregular and fuel consumption disturbingly high with loss of power whilst driving. I did not expect to have to gear down to 4th and switch off the aircon to pass a vehicle at 120 km per hour - not with this model. In September 2017 (2 months after purchase) the throttle control body was replaced and reprogrammed. Since then the car has been back to the service agent on numerous occasions as the problem persisted. Again I urge you to call up the records on exactly how many times I had to visit Johan for this reoccurring issue. May I again remind you that I live 5 hours away from Kimberley and have limited time to travel the distance for these extended periods of time to fix a brand-new vehicle.

On the service agent's recommendation, I altered my festive season plans so the car could be checked in for another thorough inspection to see if the problem could be resolved. The vehicle was checked in for 2 days on 27th and 28th Dec 2018. It was indicated that the injectors may be dirty and not functioning correctly. During the course of the service the question was raised if the injectors cannot be replaced immediately. The answer of the service agent was that they first need to follow procedure by cleaning the injectors. If the problem persisted, then only would the injectors be replaced. The cleaning was done and we were positive that the issues experienced had been resolved, only to find that after a 80km drive engine lights began flashing, and with no means of getting the vehicle back to Kimberley it had to be towed in on Saturday the 29th Dec 2018.

The vehicle spent the following week at the Renault Service Centre in Kimberley and after many discussions they finally agreed to replace two of the injectors, not due to any significant dirt or fault on my part, but because the injectors were faulty from the start, thus under guarantee. Once again alternative arrangements regarding work, leave and accommodation had to be made because I did not feel comfortable driving the distance with an unreliable vehicle - once again incurring costs and inconvenience on my behalf.

The excitement to receive my newly repaired vehicle on 04 January 2019 was short lived as the error codes again presented themselves on a 40 km drive out of Kimberley. The service agent arranged for my vehicle to be collected and swopped for a Nissan Micra as a courtesy car, which is greatly appreciated - but in all honestly not suitable for the terrain where I reside. Thus the courtesy vehicle is not in use and I had to inconvenience family members to borrow a suitable vehicle for my return to work which could not be delayed- once again incurring costs and inconvenience on my behalf.

As I am sending this mail, my vehicle is still in the Kimberley workshop - with no idea of what is wrong or when I will have my vehicle returned to me. Although the car is under warranty the problem is not being resolved. This situation is undeniably unacceptable. Quite frankly the vehicle is a "DUD" for the lack of a better word. Being in the service industry myself, I would have expected Renault head office to contact me when they noticed the frequency of the visits for this particular vehicle to offer some sort of solution for my dilemma. If this was any other new product purchased, on grounds of the consumer act, a replacement product or refund would be in discussion by now.

In conclusion, this is my 5th new vehicle, my 3rd Renault and I have never experienced issues with any of my other vehicles like I have with this particular Duster. I live a fair distance away from the nearest towns or dealerships, I almost always travel alone as a single female, and therefore invest in new vehicles which I trust will be reliable, safe and trustworthy.

I would like to afford you the opportunity to revert and look forward to resolve on this matter. However, I will gladly seek legal advice going forward should this be required. I hope you can understand my disappointment and frustration in this regard and look forward to your feedback soonest.

Should you wish to discuss telephonically, you are welcome to contact me on [protected] during office hours or on [protected] after hours, but would prefer a written reply.

I look forward to hearing from you.

Thank you & regards,

Jeanine Engelbrecht
[protected]@hotmail.com

Bought a Renault Kwid brand new in 2018. First workshop visit 7938 kms for radio not working and rattles. That were fixed and radio replaced. Some rattles still there. No the Kwid has been in the worshop 5 times to have the same issue sorted. It started with a warning light on the dashboard indicating the Accelarator Module is faulty. That part has been replaced 3 times already and the fourth time the replaced the Brake light switch. Lucky number 5, the car is at the moment at Renault Princess Crossing to have it replaced again. I logged a complaint with Renault SA but no reply. I am furious, will drive that car through their showroom floor Gave Wesbank already instruction to cancell the deal.

Honorable Président / Président de Renault - France

Salutations, J'ai l'honneur de vous présenter ma plainte contre le centre de maintenance de Renault-Aboruach-Egypte Le reproche est que j'ai acheté la Renault-Logan Classe II 2016 et que je l'ai reçue le 16 novembre 2015 après avoir constaté l'offre sur le marché égyptien, ce qui m'a incité à acheter cette voiture et à la payer intégralement, en plusieurs fois. Et sachant continuellement que jʼeffectue la maintenance périodique dans la procuration et que toutes les pièces de rechange contenues dans lʼalimentation de Tnabir - Frein - filtres - filtres - huiles et autres ont été remplacées, bien quʼil en existe quelques-uns. Pièces de rechange qui doivent être changées gratuitement dans le cadre de la garantie, mais cela nʼa pas été le cas et a été complètement modifié pour mon compte malgré lʼaugmentation des prix des pièces de rechange par rapport aux autres marques sur le marché égyptien. Les employés du centre Aborwash traitent de manière routinière et non professionnelle avec leurs clients, sans respecter ni apprécier leurs réclamations. Sans aucun avantage. Lorsque j'ai reçu la voiture pour la première fois, le fonctionnaire ne me l'a pas remis dans la pratique, mais me l'a remis théoriquement, sans aucune expérience ni clarification d'aucune information concernant l'entretien périodique et les pannessoudaines, bien que je lui aie expliqué dès le début que c'était la première voiture pour moi. Cela a posé des problèmes avec le centre de maintenance car il ne m'avait pas fourni la garantie automobile ni le catalogue qui appartient à ma voiture et j'ai reçu un catalogue pour
tous les modèles Renault - disponible en voiture. Ensuite, la voiture se bloque pendant la période de garantie et lorsque je me rends au centre de maintenance pour lui expliquer que le problème est rencontré avec indifférence, réduire le problème et non pas le résoudre, mais induire en erreur et mentir à répétition que le problème a été
résolu. Mais je les refuse, et je me fie au fait que je suis un client qui ne connaît pas et ne comprend pas les affaires de la voiture et que ce quʼils disent est vrai et vrai et cʼest une grave erreur. Malgré les mauvais traitements que j'ai reçus de votre centre de maintenance, qui offre le pire service aux clients, malheureusement, je m'engage à maintenir la
voiture dans la procuration de peur de fuir la garantie et le respect ou l'appréciation des agents du service après-vente de RenaultÉgypte jusqu'à présent Le problème du remorquage de la voiture est toujours fréquent et la voiture est dans la période de garantie et les employés insistent toujours pour le nier. Il n'y a aucun problème dans la voiture et la victime est le client qui a fait confiance à la marqueRenault pensait que cela préserverait ma vie et mon avenir, mais cela est tout à fait contraire à la vérité à laquelle je suis confronté. J'aimerais ajouter que tous les rapports que Renault-Egypte vous a envoyés sont des rapports fictifs et n'ont rien à voir avec la réalité, sauf le rapport de vente. La santé. Je vous informe que la Renault-Logan produite à partir de 2015 souffre de nombreux problèmes et que les clients se plaignent constamment et n'ont pas été traités de manière professionnelle. Et la responsabilité de la procuration et le refus et l'insistance de ne pas reconnaître le problème menacent la réputation et le nom de Renault sur le marché égyptien, car le service après-vente est défaillant et conduit à l'effondrement et à la destruction du nom et de la réputation de Renault sur le marché égyptien, car les responsables en charge de votre puissance en Égypte
sont uniquement intéressés à obtenir le gain. Seulement après avoir prêté attention au service après-vente et au service à la clientèle. Je voudrais vous faire part de ma plainte dans lʼespoir quʼelle sera traitée et résolue de manière radicale car jʼai déjà perdu confiance en la marque Renault et jʼai de nouvelles idées pour vendre la voiture et acheter une autre marque qui fidélisera les clients et améliorera leur service et leur réputation dans le service après-vente.
J'aimerais attirer votre attention sur le fait qu'au cours de la période à venir, les clients d'Egypte seront confrontés à de nombreux problèmes, qui vous parviendront malgré le refus constant de l'agent en Egypte et que la réalité est
bien pire que vous ne le pensez. * Toutes les factures pour lʼentretien périodique de ma voiture sous la puissance de
Renault-Aboruach-Egypte sont jointes à vous. J'attends une réaction forte et influente qui rétablisse ma confiance en la marque française Renault et redonne mon honneur et ma joie à ma voiture. Si cela ne se produit pas, je vous informerai d'une perte énorme sur le marché égyptien pour la perte de confiance envers vous dans la relation à venir avec vous. Cordialement,
Introduction
Madame / Walaa Mustafa
Mostafa
[protected]

I have bought a Renault kwid in March 2018, was told to bring in the car for service when it reached 15 000km, no one told me that when I bring the car for service I will have to pay an amount of R1900.On the 31st of December 2018, i called wanting to book the service, there was no response.I tried to do it online and they only responded on the 02nd of January that I should bring the car on the 3rd of January.No one bothered to tell me that the service will need to be paid for.I took it in the morning of the 3rd and dropped it off.Still no one told me this.When I went to take the car after the service, that's when I was given the quote.Really now?I feel this information should have been given to us by Adelaide which is the sales lady, when she sold us the vehicle.Hendriena is also to blame because she should have told me when i booked the car for service or when i dropped the car off.This is unprofessional, i am quite angry and sad about this.Now I am carless because of this.The car is still with the dealer because I don't have money to pay.It they told me when I bought the car, i would've saved for the service in December.I am frustrated and hurt by the way this dealership has treated me.Now I have to travel to work with public transport until end of January because of the dealership incompentency?I called on Friday, spoke to Hendrina and she said her manager will contact me with regards to this, Up to date, i am still waiting for that call

Hi, I bought a Renault Clio car in the UK that was previously registered in Australia in August 2018.

I contacted my local Vehicle Agency (DVLA) in the UK to get it this car registered, they asked me to get a Certificate of Conformity from Renault Australia. I emailed Renault Australia requesting this document, after 1 month they replied to say that they received the request and was processing it, 2 months later I chased them up and they ignored me.

Very poor service, they should be shut down, not fit for purpose.

I drive a Renault Clio 2 (2005) with mileage below 60, 000 Km. Absolute mint condition. Serviced each year by Renault dealers only. According to Renault SA website: "Who can maintain your vehicle better than Renault?". Not so. The car had a major service 8-10 November 2018 at Renault Silver Lakes. After driving a few kilometres the engine ceased and the car was towed to the dealer. I struggled to get feed-back and updates while the car was in the workshop. Apparently the cambelt was not installed correctly. No apology. Valves were replaced. As for the rest, who knows. When I received the car, the engine sounded loud and strange. Told it was because the engine was cold. It did not make sense. I asked the advice of another Renault dealer's mechanic. He said it should be better after about 1, 000 km. That will take another year. What if it gets worse? In the meantime I am devastated each time I get into the car and hear the engine. I used to love driving my Renault, but now I am too scared to drive it.

Dear Sir / Madam,

I am writing to you to raise an issue about: Cars

The issue that I have experienced was: i bought renault logan 2018 on March 31, 2018 and once i drove it, it began to toss (sling) to the right direction, I went to the 1000 km maintenance and report this issue and NOTHING MAINTAINED, taking into consideration that this issue caused a damage in the front right side of the car while taking U-turn. Now i went 2 times to the maintenance centers and report the issue which it seemed to be in the body of the car(Chassis) and they didn't confess it and they argued a lot with me and telling me that was due to unbalanced roads and other non logic reasons.
i complained to the workshop manager(he tried to drive the car and noticed the issue) and the maintenance manager and they didn't confess it either. please take an action as i begin to lose confidence for the brand and i wouldn't recommend it for others.

It occurred on: 1/04/2018

it seems that the issue is in the body of the car (Chassis) because the maintenance center have done all what can be done concerning adjusting the angles of the car. Not enough info is provided in the center. and if it is the case, the car has to be replaced with another one

I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply back via this email account (hussein.[protected]@gmail.com) and please consider the issue is urgent.

Yours faithfully,

Mona Hussein

The dealership Abou Rawash & Obour maintenance centers

Ordered with renault centurion a cover for a mirror. Deposited R1000 rands as requested by Mr moyo who was assisting. He confirmed that they did receive the money they will order the part so that the mirror will be fixed. On the same day I. Ll b bringing my car for service. Only to find out that the cover won't be helpful the damage is too much. They say I need the whole mirror which cost R8000 . I said to them then can I get my refund. The answer was what must they do with the cover. I should take it cos theres no refunds. I was told by a manager. Then he said I should call him after 2 days cos the guy who was helping me his not working on that particular day. They speak to him they will see what they will do cos there's too much paper work to be done
And is a process. After two days I call them managed to get hold of the guy who was helping me with ordering. He emailed me some forms wanted my bank details and my I'd copy . I did email to them. The following day I call to check if they did receive my documents. The answer was yes they are processing. Is been a month now I. M still struggling to get my 1 grand. I loved renault cars but afterthe service I received recently I have second thoughts. I.M the one one who is phoning them using my airtime .emailing asking how far are they with the process. But they say the dealer principal himself he said I must come and collect the cover . My only worry is what must I do with it. I went to them for help not this now I
M stressing seeking for help from another dealer. Please intervene.
Yours w.msiza
fy25vf gp

I bought a Renault Oroch, 2019 in August 2018, I decided to buy it because a performance in gasoline consumption showed in sales information catalogue here in Mexico. The performance showed is 19.1 km/liter in highway but reallly it has only 11.8 km/liter, I did differents try out with 3 kind of gasoline, 5 different gas station and in 2 kind of highway and results were almost the same.
I was calling to Renault Mexico several times, I sent many e mail and a did not have any answer from customer service.
Last week I went to PROFECO, is a Goverment dependence that helps customer with supplier. Just to help me with this complaint because, the car is not having performance required .
Please

My name is Luis David Pedraza Torres, from San Luis Potosi Mexico.

I am so tired of trying to get anything out of Renault SA. They allow their dealers to do as they please with customers and stand back and do nothing about it. Whilst the dealer get the priveledge and exclusive branding from the international Renault tradename which instills confidence and trust in the consumer.

I am sitting with a Renault giving me hassles and I cant do anything about it because everyone is ignoring me.

My renault was in for the 30000 km service on the 11-10-2018 and i had to return it to the dealer where it was serviced on
the 13-11-2018 because there was something faulty in the engine. the car was stripped and the faulty parts where sent in
for engineering, and the alleged report came back saying the engine has to be replaced because it overheated. for 3 weeks
i was getting different stories from the dealer. They then called me on friday 30 november asking if the car is an accident
before which is yes, it happened last year june 2017. All the repairs where done by a renault approved panelbeater and all
the parts they bought were from renault itself. Everything was authorized by the insurance at the time, and the car was on
9500 km at the time. In this incident the car was at 27000km and which was serviced twice at the same dealer after the
accident happened. Renault then concluded that the over-heating of the engine was caused by the accident the car was in
so they wont replace the engine i have to pay for it, even though the car is still under warranty. I went to fetch the file at the
panelbeaters and the senior technician who worked on the vehicle told me that what they are saying is rubbish, beacause if
it were true the engine would have blown after a week. Not 16 500 km after it is impossible and they are lying. I am yet to
even see the so called report that came back from engineering .

I bought a Renault Megan break 2007. 24-ds-13 on the 4 of October this year at Renault Ansiao Silva e santos Portugal for €5, 995.
The car went to Renault pombal for a week's revision. It returned with no air con and broken vents. We drove the car for 3 days when the entire engine failed. 5 weeks it spent in the garage and the engine sent to france and returned with a faulty clutch and the bonnet hanging off. Took it back in for repair and now has the same issues with the clutch and no air con for the 3rd time. This will be the 4th time the car has had to go into this garage. My partner lost his job due to having to constantly have the car in the garage, the Sat nav was stolen from my glove box during the last repair of which no-one will admit fault. Due to Renaults failure to fix my car my partner and I have lost thousands of euros not to mention emotional stress of which I had to be hospitalized.
I have no confidence in this garage they have not completed the correct training as the receptionist revealed to us. The owners have been rude, unhelpful and now we are expected to pay €2000 to pombal rent a car that Renault paid for and rented on our behalf. We had an accident which was not our fault and have a police report to support that. I am extremely angry and unsatisfied with Renault and should nothing be done our next step is to take Renault to court. I hope you can help avoid this happening and would appreciate a prompt response.
Hollie Topping

Good day. I am driving a 2017 4x4 kadjar. I've been waiting for a long time now for parts on my suspension. Renault SA can't even give me a ETA on when they will be here. Please help me to get the information I need. You can call or email me for more information. [protected]@yahoo.com +[protected]

Thank you very much in advance

Regards
Johan Haarhoff

I was in an accident on 23 September in Welkom when someone drove into my Kadjar (4 months od).

My car has been standing at OFS Smart Repair since 25 September 2018

They are unable to complete the repair on my vehicle as they are waiting for a part from France.

This part should have been in South Africa on the 29th October, but I was advised on 29 October that the part will only now arrive on 21 November, nearly a month later
Today is 26 November and still no part has arrived for my vehicle. I could only lease a vehicle for a month which would not have been a problem, but now I have to return my vehicle on Thursday and will be without a vehicle until goodness knows how long.

I have been driving a Renault for 20 years and this is the worst service ever.
How in these modern times can it take 2 months to bring in a part from France.
I am going on leave in a months time and the current trend of me receiving my vehicle in time to go on leave is going to leave me with a serious problem.

I would like to know what Renault is going to do to ensure that I have a repaired vehicle in time. As it is I am stuck without a vehicle at the end of the week and I need to now arrange lifts in order to get to my work.

This is totally unacceptable

I complained about the brand Renault and nothing was resolved. This is pathetic service from Renault South Africa. Faulty sensor O2 that after 6 weeks of waiting it's still a broblem. They just pull up they shoulders. Branch principle keeps us on a line. Playing for time we think. I will bad mouth renault as long as I have to drive this [censored]. I have kids and this car is unsafe

Good day

I just want to use the opportunity to explain my experience with Renault.

First of all, me and my fiance came to see the car on Saturday 17/11/2018 and I was excited and immediately attracted to the second hand Citroen DS3, so badly that I decided to fill in an application form and. On Saturday I was told by Renault staff that my car was worth for R122 000 on 17/11/2018 after they checked it thoroughly which was somewhat acceptable to me, although I still felt it was too little. Monday 19/11/2018 when I wanted to send the rest of my documentation, I was told that Renault will only give me R105 000 for my car (Ford Figo). Suddenly I was "confused and sad" because that was not said to me on Saturday. Then it cost me driving back and forth twice while I'm not near Centurion to beg them basically to give me more for my car after something else was said to me initially on Saturday. To be honest it was actually an "insult" to me when I heard they wanted to give me only give me R105 000 because no other place offered me so little and they said something different on Saturday and honestly if I knew that they would only give me this little I would havet even bothered sending the rest of my documentation. After a lot of negotiation, please take note a lot of negotiation to give me more for my car, we then agreed for an amount, even though I was really upset about the way we had to argue for the amount. The purchase would have been my first time buying a car on my name and I was excited at first, but it was as if the process from the start was a struggle.

Secondly, I discovered after the fact on Wednesday 21/11/2018 that a R1100.00 fee would be deducted from my account for the "help" offered by Renault to look for insurance on the car, without any indication that I had to pay something from the start. I was shocked when the PM8 & UBRSURE person informed me that this amount will be deducted off my account. I still have the text on my phone as proof. It's such small things that make you feel uncomfortable, in a way that you start wondering if it's really supposed to be this difficult and complicated which in return took away my excitement for the car.

Thirdly, when I had to pick up my car yesterday Wednesday 21/11/2018 I was initially excited. There was a time agreed upon between me and and the sales person for 12h30 to receive my car . I had another appointment scheduled on the same day 21/11/2018 at 14h30 which I informed the sales person about, in Montana, which is not just around the corner. 12h30 came and gone and the it was indicated to me later that I could only get my car at 13h45 because they are still waiting for the contract. This caused me to rush because I had an appointment at 14h30 which they knew off. When I finally arrived at Renault they were still wiping the car inside and I did not even get a bow to which I really looked forward to and so I was only disappointed once again. The cherry on the cake was the struggle with my id when I went to collect my car on that day 21/11/2018 which I did not have with me at the time as this is my first car I would have bought and I mean I did send all my details through before hand and I had my license with me. The mere fact that I was not given an alternative or explained to why I should specifically have my ID which I still do not understand, and after which they just said we need your ID which meant I could not get my car even though I had my License which is a form of Identification in RSA. This meant I had to rush home which is in waverley, look for my ID in 15 minutes time in order to make my other appointment in time and had to then go back to Renault. I just decided just leave my car and get it the following day. I was very sad actually because I was very excited about the car. My logic then told me that a passport must also work because, according to the Department of Home Affairs, a passport and license is valid as a form of identification in RSA and even at other car dealerships but not with Renault centurion. Fortunately, I phoned the sales person before I drove through on 22/11/2018 for nothing, because something told me there was going to be another problem again, and my gut feeling was right unfortunately, because they also don't accept aPassport even though I am from RSA. Now I have to get an affidavit etc. I said to the sales man as I was extremely upset, something should not be so difficult and should upset me like this. It really felt like they does not want to me to have the car. I was "actually" in tears yesterday and today because I just felt after all the trouble, this too? And Renault should really advise their staff not to just send a customer away without any explanation or alternative.

My whole feeling about the car has changed because of poor service and it's a pity. One's first experience to buy a car should not be so complicated and traumatic. I'm honestly very disappointed and sad in your customer service because I do not feel happy and excited as I would have liked to feel. I do not wish such an experience for anyone else. I will never recommend anyone to go to Renault.

regards
Chantelle

Good day,

Almost a month ago I sent an email to Renault Pinetown outlining the issues and concerns that I have had and have had no response...I have been very ill so have not had a chance to go in myself to address this. Below please find the email:

-----Original Message-----
From: Marijke de Bruin [mailto:[protected]@gmail.com]
Sent: 24 October 2018 09:11 AM
To: [protected]@multifranchise.co.za
Subject: Renault Stepway- Marijke de Bruin

Good morning Merchia,

Thank you for all your correspondence and trying to help me with all issues regarding this vehicle. I do however feel that Renault is refusing to change the battery is unacceptable. And their reasoning isn't legitimate as when my car was stolen within minutes of the car stopping (traced by my tracker and iPhone) it was found by the SAPS. The Constables inspected the car and they said there was no sign of any tampering with the car, the guy simply drove it parked it and left, probably to see if it had a tracking device which was active. He wasn't running around with an original spare battery to plan to steal my car just to take the battery...that is just ridiculous. It was an opportunistic event and no damage was done to the car. Also the battery that is in the car is an original Renault battery and not a random battery. The only other people who had my car was the company Indigo sent my car out to have the rear silencer replaced and the guys who did my smash and grab and Renault Pinetown. So either the exchange of battery happened there OR the battery wasn't changed originally as stated. Those papers (pre-sale service) are just written word but the results on the car overall show otherwise. Renault has been unreliable and the service unacceptable.

I insist on the battery being changed because I believe that the COR and the 101 check was not done properly, which I had mentioned several times both to Jayen (my sales person) and David (used cars manager). I also have still not received copies of the COR and 101 check papers from Jayne which I once again requested several times and from early days of having the car. Even after David directly requested Jayen to send the documentation he still didn't. This is unacceptable. The reason I know that all these checks weren't don't properly is because of all the faults that have come up with the car from the start. Firstly I know for a fact that without an emergency triangle a COR can't be passed. Jayen didn't even know where I would find it in the car. There were also several items which were meant to be seen to before I received the car like the fastening of the loose front drivers seat which Jayen on the day of collection lied about saying it was seen to and should be better...there was no difference. The car's ceiling was filthy and had clearly not been seen to (and still does not look great), there were chips of paint on the car that needed to be seen to which he then rushed back and forth to quickly have seen to...and still there are chips that I haven't had time to bring the car back again. I am actually really upset in the condition of the car and the price was then asked for it. Physically the car was not well looked after but these things I hadn't really known or noticed when I first test drove the car, these are things the sales person should pay attention to and be honest about. I am actually disgusted in his service. He should have made the effort to inspect the car himself before allowing his client to take the car but I guess he feels that once papers are signed he's ‘off the hook'. I have wasted so much time waiting at Renault Pinetown to have things seen to which should have been done before I received my car and I am rightful very angry. If the car wasn't ready then I should have been informed and the company had the car for more than enough time in order to have everything seen to. I am patient but this is just disgusting service.

When I had booked to bring the car in to have the rear silencer replaced I was left waiting and then had to take my car to Indigo myself and sit and wait there...unacceptable. I was meant to be dropped off and collected later but once again this was not arranged properly by Jayen. I in fact took the car to Super Quick in Kloof the week before because even though I had brought the car back to Renault and said the fuel consumption is way too high and that I wasn't sure that the car is meant to make such a low rumbling sound when driving...they weren't sure! So it just shows again that the car has not been inspected properly. The car also had its 60 000km service done so surely a good inspection of the car should have been done and a test drive to ensure that everything is up to par?! I had to go to someone else to confirm for me that the car is not in the condition it should be and that the rear silencer needed to be replaced.

Everything was rushed which was very disappointing because this is a vehicle I am investing in for the safety of my family. All that needed to happen was for Renault to actually live up to its reputation of being ‘reliable' and committed to their clients. Just because I bought a second hand car does not make me a less important client. Please also note that I work for myself and that with all these extra hours of running around, emailing and waiting I constantly loose business and income, do you really think that is fair?

It has not only been the items mentioned above that have caused me to be upset but also the brakes. On inspection of the car when I brought it back because the brakes were squeaking I was told there is still 70/65% on the brakes then not even a month later when I brought it back again I was informed that there is only 35% left and I need to have them replace?! How is that even possible? Then I brought it back again because the fuel consumption was still a problem and I was then informed there is still more than enough left of the brakes...up to 60% so there are clearly people in your workshop who don't know what they are doing. So if you are expecting me to trust you as a company clearly you can see there is nothing left. I am not happy with your service and with the car I had trusted would be of Renault standard.

Hence why I am coming to you to say that the battery needs to be replaced by you. As there is clear evidence of bad workmanship and reliability in your dealership. I had fully entrusted my needs with your staff and have been let down and over looked and ignored and I will not put up with this. I want a reliable car for my family that is worth the money I am spending...why is it that you cannot deliver?

I would like to come in and talk to whomever I need to in order to find a solution. I refused to continue like this. I await an urgent response.

Regards,

Marijke de Bruin
[protected]

AND

Hello again Merchia,

I realized this afternoon that there were some other issues which I had not mentioned in my previous email. On collection of the car there was no service manual or car manual or radio manual in the car and only after requesting those several times did I only get a car manual from Jayen. I am still to see proof of service history and receive a radio manual. If I had had a radio manual it would have saved me one trip to Renault and all the questions and queries regarding what was going on with the radio. I would still like to see proof of service and what was done in each service and would appreciate a manual for the radio to ensure I have what I need. These are simple things which the car should have had before being handed over to me, so once again unacceptable service.

Regards,

Marijke de Bruin

As you have read above I have had a horrible and very disappointing experience with the car...I am really disappointed in the condition of the car and I fact feel very hard done by. I no longer wish to have this car and would rather have invested in something slightly newer had I known this was going to happen. I am presently sitting at 10l per 100km which is ridiculous. I happened to meet two ladies who have the same car as I do and their fuel consumption is about 5.6 and 5.6 and I do more longer distance than they do. I've also noticed that areas in the car which I had pointed out with little dents are now cracking in the paint and some starting to rust! This needs urgent attention. I am livid about how bad the service is and have even considered as an absolute last resort was to stop paying installments and have the car taken back as I cannot keep living like this. I deserve better! But of coarse I'm just not that way inclined so I am trying every other possible avenue.

Please response promptly as I need this all to be sorted out immediately. I cannot keep wasting time and money like this. I would appreciate your assistance.

Kind regards,

Marijke de Bruin
[protected]

Desray/Renier De Beer
48 Alwyn Avenue
45 Roodeberg
Verwoerdpark
Alberton
Cell [protected]
Renault Head Office
Johannesburg
19 November 2018
Complaint;
Renault Kwid : HDJ185FS : Vin no. MEEBBA00000565454: Engine no. B4DA404E107972 : Outomatic.
This letter is an official complaint to the above vehicle that was bought, brand new from your Vanderbijlpark branch at the end of March 2018. The kilometre reading as I am writing this letter is 9556.
During the period May 2018 to 13 November 2018 this vehicle broke down 3 times with the same problem.
A short history that we have experienced with the new Kwid in a short space of 5 months.
As I am currently in Australia on vacation I don't have dates with me but the information can be confirmed with Vanderbijlpark and the latest breakdown with Bryanston branch, which had to fix it for the 3rd time.
We used to live in Parys Freestate and had a small business in Town, and stayed around 3 km from work and used the Kwid to get to work and back. I do have a second car ( Amarok).
1. The first incident we had with the car was that the automatic gearbox refused to go into gear and ‘'Jonny's towing'' came and fetched the car. While they were busy putting the car on the tow truck, the driver noticed that there was fluid leaking underneath the car. It was later said that the water pump broke and was replaced, but the main problem was the gearbox. Apparently the computer system had to be re-programed.
2. The second time I was busy working at my residents and I was working in the garage. I moved the Kwid and parked it outside while busy in the garage. After about 3 hours I wanted to go to the shop and found the same problem that the Kwid's automatic gear system again failed to engage into gear. Again we sat with a problem and could not use the vehicle. After numerous phone calls the workshop manager came to our house and had to re-program the complete system of the Kwid again. We were told at this time that the car must be used more frequently.
3. We left for Australia on 7 October 2018 and because we were told to use the car ‘'more'' I left the car with my daughter that rep's for a living. On 9 November 2018 she send me a message to say that the Kwid ‘'AGAIN'' refused to engage into gear.Again after numerous phone calls your Bryanston branch collected the car from Santon City where my daughter got stuck with the same problem.
On 14 November 2018 she went and collected the Kwid and was told that the computer programing had to be re-installed again.
We bought this car with a 5 year warrantee, and the feeling that I get from the first incident is that we are being made out to be the guilty party in this matter. I was stuck without transport and I asked for a lone car but was told ‘'no''. The second time was the same scenario and again the questions were asked in a funny manner.
With us being in Australia I had to phone strange people to assist my daughter from Santon back to Alberton as no courtesy was shown to take her to where she needed to be.
My Questions is the following:
1. How many times is this still going to happen that the computer system will shut down and must be re-programed, as I can see that this problem is not going to improve?
2. The manner we were treated was just that of, ‘'I got your money and we don't care about your problems''. Is this the general after sales service as I am concerned that other clients are going to experience the same?
3. I work long distance and must leave my wife at home, with a ‘'Brand new'' car that will continuously breakdown and never have peace of mind.
Something needs to be done to this matter as I will take this further if I don't get any answers. At this moment I am really not happy to keep this car and would suggest that you look into this to swop the car with a manual.
Please let me know of your importance in this matter.

Renier De Beer
[protected] (In Australia until 14 December 2018)