Complaint - Key Delta Pinetown

Hi

My name is Leana Snyman and I am having numerous problems with the service from Key Delta in Pinetown.

I purchased a Corsa Lite (Reg no: NPN1491) from Key Delta in December 2006. I received my car on 29-12-2006 with 54km on the clock. From the beginning I noticed a whining sound that I didn't think was normal, but left it to consult with my brother first to see if the sound was normal. After consulting him, he agreed that the noise/whining did seem unusual and I booked it in at Key Delta Pinetown for a check up. The car was also pulling to the right.

I booked the car in for the first time on 18-01-2007 @ 07:00 for the whining and pulling to the right. When I collected my car in the afternoon, I was told that the wheel alignment was done (no report was given to me on the alignment that was done) and that the gearbox oil was topped up. I asked the maintenance supervisor (Trevor) why they had to top up the gearbox oil and he said it was probably low from standing a while. He told me that if I was still unhappy with the car, I should phone him and take the car back to their workshop. While driving home, I noticed that the car was still making the same noise and it was still pulling to the right.

The next morning, 19-01-2007, I took my car back to the workshop for Trevor to have a look at. Trevor, myself and a colleage of mine, Colin, took the car for a drive, and Trevor said the noise is from the gearbox. A mechanic that walked past also confirmed this. I found this a bit odd as the car was making the same noise standing still (as far as my knowledge goes its only gearbox problems when the car is moving...???). I then asked Trevor for the wheel alignment report from the day before, but he had some excuse as to why he couldn't give it to me. Trevor then said he will order a brand new gearbox and replace it. He said he will order it and get back to me on when I should bring the car in. After concidering this option, I decided to speak to the Regional Manager about my unhappiness with them wanting to replace my gearbox and phoned Chris at the head office, (031) 266-8092. He said that he would sort all out for me and get back to me.

On 22-01-2007, Kevin phoned me from General Motors asking what the problem was. I explained everything to him and he said he would get back to me on when he will come have a look at my car.

On 24-01-2007, Kevin came to have a look at my car and as soon as he switched the car on, he said he could hear the noise I was referring to, but didnt think it was the gearbox, it sounded more like the cambelt. He then asked if he could take it to Key Pinetown. He brought the car back and said that he'd spoken to Dinesh at the workshop in Pinetown, and they said I must take the car in the next day so they can have a look at the cambelt and tensioner, as that might be whats causing the noise.

On 25-01-2007 I took the car to Key Pinetown and spoke to Dinesh. He said he would have a look at it and get back to me. At 17:00 the car wasn't finished and Dinesh took me to look at the car (that was lifted on the car lift) and showed me where they removed the tensioner and the cambelt from and that they will be replacing it. I could only fetch the car on the monday as I was in Jhb on friday.

Monday morning at 7:00 I fetched my car and Dinesh told me that Kevin also wanted to see my car again. The car was still making the same noise. The wheelalignment seemed to be sorted out and the report was also left in the car. (one positive thing at last!!!) When I got to work, I phoned Dinesh, but he wasnt available so I left a message. (08:00) At 10:45 I phoned again and was holding on for about 4min, but still no answer so left another message with Mike. At 13:30, there was still not answer from Dinesh, so I left a 3rd message with the receptionist, Louis. At 14:55, phoned head office to speak to Kevin, but he wasnt available either, so left a message for Kevin too.

On 30-01-2007, @ 08:50, I phoned Key Pinetown again to speak to Dinesh, but no answer still. Left a message with Mike and he also gave me General Motors number again to try get hold of Kevin. Got hold of Kevin eventually and told him about the fact that no one got back to me after leaving numerous messages. Even though my car was at the workshop the whole weekend, it was also not even cleaned when I got it back... Kevin said he'd get back to me.

On 31-01-2007, 10:30 phoned Chris, busy so left message with Loshni. 11:10, phoned Chris again, said he'd get hold of Kevin and get back to us. 15:35 Brian Dixon phoned. Said he will send someone to pick my car up in the morning and assess it himself. He said that the problem should have been brought to his attention long ago.

01-02-2007 : 09:15 Ricky Behari (service manager at Key Pinetown) came to fetch my car. Said he couldnt hear any strange noise or whining, but would take it to the workshop and assess the car. Mechanic with him said it might be noise from the belt connected to the alternator & the wind moving through it. 12:30 Ricky phoned and said there is no strange noise/whining and he cant find any problems. Will bring another Corsa Lite to compare to mine to see if the noise is also there. Said he did tests on the machines but nothing wrong. What I dont understand is why Dinesh & Kevin thought it was a strange sound, but now I'm being told that its not???? 15:00 Ricky brought my car & let me drive the other one... Its got a similar sound but mine is alot louder. He still persists that its a standard noise/whining of a Corsa. I requested a letter from him stating that they have been working on my car and that the noise is standard. Ricky said that he would make sure I get the letter before moving to Jhb, and that he would get Brian Dixon to write it and deliver it at my work.

13-01-2007 I phoned Ricky to ask where the letter is and he said he thought the letter was dropped off. Said he'd send the letter.

15-02-2007 I spoke to Ricky again and he said that he'd forgotten bout the letter and will drop it off personally on Friday morning (16-02-2007)

16-02-2007 - no letter was dropped off.

19-02-2007 - left message for Ricky to contact me (message with Tess) - still no reply or letter.

20-02-2007 - today - still awaiting a call or letter from Key Pinetown.

I'm VERY unhappy that I'm not getting the service I deserve after buying a car from Key Pinetown. I'd expect them to try sort out my problems as soon as possible as I have spent alot of money for a car! Please can you help??? I've concidered actually taking them to the papers as they dont seem to be interested in the smaller details after the sale.... What are my rights as a consumer? Do I have the right to complain about the service and the car untill I am satisfied?

Kind Regards

Leana Snyman

Cel: 0845521492

Tel: (031) 792-5080 w

Durban

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