Renault
reviews and complaints

My Renault Kwid went in for a Service on 29/12/2021 at Renault Nelspruit, we also had 2 problems that we asked them to look at.
1. The key got a little stuck in the ignition (the lubricated that)
2. There is no 2nd gear, and the just adjusted it so it will work and told me when I came to fetch my car that I must just keep track on whether its doing it again.

But after I got on the big road back to White River it got stuck again, so I phoned the service manager that I was working with and she told me to bring it back. I won't struggle back 15km with a car that I only can use the 1, 3, 4, 5 gears so they had to take it back to the dealership on a Tow truck. My Renault kwid has about 4300km on the clock.

So Tuesday 04/01/2022 they told me I can come collect it again there is nothing wrong with the 2nd gear it works perfect, so my husband went to get it, but first took it for a test drive that he actually never did because the mechanic drove it, and when my husband saw that he skipped 2nd a few times he asked him why, he just never answered. Came back to the dealership and he asked that he wants to drive himself to see if everything's working fine and there was no 2nd gear still, if you somehow bypass the straight down from 1st to 2nd it goes in, but that isn't how a gearbox is supposed to work. So after my husband told the guy that he shouted at my husband that he don't know how to drive.

I purchased a car with 96, 000klm on the clock. After doing the necessary reparations for the car to be registered into my name, I then paid renault to diagnose any and all issues the car had. Apparently renault changed the type of transmission solenoids in the scenic model. Renault has been unable to program the new solenoids. It is their responsibility to make sure that people can purchase parts they require to run the car. I find this astounding that the
Third largest automotive manufacturer in the world cannot send the computer programming necessary to fix this transmission problem. Is it laziness or incompetence? I am on a pension and thought I would buy a reputable make:
Not so sure I did that. What am I to do?

My Renault Kadjar broke down on Friday and the it was towed to a Renault dealership at The Glen. The service department has advised that I need to pay an amount of R10 000 before they can strip the car open to check where the fault is. My question is why do I need to pay such an amount for the vehicle to be diagnosed. The vehicle is still under warranty. Should they not be requesting that amount from the warranty plan.

I feel like this is a serious rip off and I am not happy at all. I am not going to pay for the

Captur with only 500km the screen showing all information keeps shutting down for approx 30 seconds whilst driving losing all the settings such as G P S radio etc.
Renault say there is an update to fix but not yet released in Aust so local dealer can do nothing about the problem
Phone number for customer complaints in Aust ([protected]) says it has been disconnected.
I am in Queensland
To me it is a safety issue as i have moved to a new suburb and rely on G P S and when it loses the information whilst driving means i cannot pullover to insert information again so frustrating. It does not just do it once on small trips it can go off 3 or 4 times.

Dear All,

Thanks a lot for taking time to read my email. In Fact, I have a serious issue with Renault maintenance workshop from SAUDI ARABIA, ALRAKAH place. In fact, from two months ago I get the car to RAKAH workshop to see my car issue because it has getting vibration while I drove the car from 30 MPH to 100 MPH. The Maintenance workshop resolve that the car gear box required to be change. After two months ago, I received a call that my car has been repaired. However, while I get the car in Thursday 11/11/2021 on 4 PM from the Maintenance workshop, after one hours drove the car the issue was retaining back, and the work didn't find the issue. Moreover, Yesterday when I drove the car for two Hours, the car was under horrible driven that I can't Imagine that and I was under unsafe condition. Them for the work shop wasn't resolve and the work wasn't getting my issue very serious. and it is an effect for the bad reputation for Renault on SAUDI ARABIA. Also, around the world. Therefore, the I have return the car to your workshop for checking, but you have to resolve the issue either to provide me another car with same mode, or resolve the car issue without any damage on future, I have to be safe when I drive my car. Please note about your agency reputation.

Regards,
Khalid Fahad AlAbadi
Saudi National ID [protected]
My Car Information: Renault Duster Plate Number AGD 4959

On Saturday, 06.11.2021, around 17:25, on the way from Düzce to Akçakoca, the engine damage risk warning, stop warning and other warning lights came on on the vehicle indicator, and the vehicle suddenly stopped, the engine stopped, and a slight burning smell came.
* I and my wife were in my vehicle, I was driving the vehicle.
* The place where the vehicle stops are the right lane (two lanes to and from). I wanted to pull the vehicle to a safe place. I could not start the vehicle, the vehicle did not start (when I pressed the start button, it was like a vehicle with a dead battery, it was like a vehicle whose starter did not work)
* The place where the vehicle stopped was approximately 1 meter inside the outer line of the right lane. I could not take the vehicle to the safe part because the vehicle did not start.
* I immediately called Renault Assistance (5:29 p.m.), gave the necessary information and they sent the tow truck (approximately 50 minutes later)
* We loaded my vehicle to the tow truck, took it to the Duzce Renault Ernaz dealer, and handed it over to the security guard. I was asked to come to the service at 08:30 on Monday.
* Since the vehicle will be one year old on 18.11.2021, I took it to Ankara Renault Tan Oto for its periodic maintenance on 27.10.2021 for its first maintenance, it was about 11800 km when it was serviced. When the vehicle broke down, it was at an estimated 13500 km.
* How do the engine stop and the vehicle does not move while the vehicle is driving? There was no vehicle coming from behind, if there were vehicles from behind, maybe they would not stop and hit me, there would be a chain accident, I still couldn't get rid of the effect of this event.
* Probably the problem will be solved somehow. How will Renault guarantee that this failure will not happen again?
* In what sense of confidence will I ride my 2020 Renault Clio 5? Renault did not even offer to give a replacement vehicle because the aid vehicle broke down.
* With the risk of engine damage warning, the vehicle engine suddenly stops, the engine locks itself and does not start. How serious is this problem? A problem that will lead to fatal accidents. While the Renault Clio 5 is a vehicle that has passed the safety tests, the occurrence of such a problem destroys the reliability of Renault, at least my trust in the Renault brand has been reset, how will the Renault brand gain my trust.
* One of the most important reasons for this application is for the Renault brand to approach the issue seriously and solve the problem as soon as possible to protect other Renault users against the problem. I am trying to do my humanitarian duty by reporting the problem. I hope he makes my application the priority to fulfill his humanitarian responsibilities at Renault.
* Unfortunately, no one from the Renault group called me in the past time. I think the seriousness of the incident would not have been grasped or cared for by Renault. I request that the issue be handled with urgency and that similar vehicle owners and my current and future grievances be eliminated.

Contact;
Nevzat Eser :+[protected]
[protected]@gmail.com

Dear Renault France,

I wish to present an official complaint in Renault Egypt.

I purchased my Megane hatchback car in 2018 and I always do its regular maintenance at Renault service center, invoices prove it.

After a car accident in august 2021, I submitted my car on the 29th of the same month to the service center in Abou Rawash to change the front bumper, the rear bumper and the right fender. Then, I got a call later that day from the responsible engineer "Mohammed Gamal" telling me that the insurance has approved on only replacing the rear bumper with a new one and on repairing the front bumper and the right fender. Please know that I wasn't present during the insurance visit and I wasn't asked to be present as it's between the service center and the insurance.

I waited 14 days without a car before I got a second call on the 12th of September from the same person to tell me that my car is ready and I can come to take it the next day. He also told me that during the 14 days, he got the insurance's approval on replacing the right fender with a new one since it was broken. Next day, 13th of September, I went to the service center in Abou Rawash to get my car. The engineer took me to the workshop to see my Megane that wasn't totally ready. I took a quick look at the new parts and I focused on the front bumper as it was the only repaired part, it was all polished but I commented that it wasn't totally back to its initial place, and the answer was that I must took in consideration that it's a repaired part not a new one and that they'll try to fixed in place no worries. I paid the cost in cash and I took my car that seems in a good condition from the parking area with no direct delivery or even a final checkup from the engineer.

On the 18th of October, I almost had an accident as the car plate fell while I was driving since it wasn't well fixed back in place after being in the car repairs in the service center. I went to fixed it and I discovered a crack in the painting of the front bumper as you see in picture number one. I was in shock since we don't really need an expert to tell us that the materials used in the polishing, painting, spraying or whatever is cheap and not compatible to the surface of the bumper so it didn't stick to it and it cracked, leaving my front bumper defected. There is a French word for this kind of situation, I'll not used here, it's when you paid for a quality service and you find out that there's no quality at all.

Today, I finally had the time to properly write this complaint. The front bumper painting that cracked now started to fall as you see in picture number two and the bumper itself is not well fixed in place as you see in picture three and four. There's no word that can describe my regrets to buy a Renault, I love my beautiful Megane and I always loved the brand but with a service center like that who knows if they really use original pieces or proper materials, so surely my new car will not be a Renault. This is not my first incident with the service center, back in September 2020, the car battery died on the high road while I was traveling after approximately a week or two from my 30, 000 km maintenance. My bad, I didn't file a complaint for that but I remember calling the customer service that night to check the warranty status and the price of a new battery, records and system will prove it.

I took the time to write to you not only to get my car fixed but also due to my lack of confidence in Renault Egypt and their process. In order to resolve my issue, please know that I can't leave my car for more than 48 hours in the service center, I wish the following:

• Appropriately repairing the defective front bumper with no extra fees
• Get refunded for the defective repairing of the front bumper
• Checking the quality and materials of the new parts especially the painting by an expert
• Get an official apology from Renault Egypt for their poor services and the lack of respect for their clients.

Thank you for reading the complaint, I'll be waiting for a quick and effective respond from your side

In Attention of Renault International,

My name is Oana Stefanescu, resident in Qatar, Romanian nationality. My husband bought for me as a present a Renault Duster in July from Renault Dealer from Qatar. I chose this car as I love the Duster brand and I have an older model in Romania as well.
We faced a bad experience, starting from our first contact with Renalut Dealer, Pre-sales Department. They told us that they have only one car from 2020 and it was white colour. We said that we don't want white colour, that we will prefer other colour. And than the sales lady showed a beige one (the one that we bought it). She told us that this one is from 2021 and she can't give for us the Casco insurance free as charge (as it was for the other one) and no free service in the first year. Also she said that the price is higher but she will try to get a discount for us. Than she asked us if we want extra options for the car and we agreed on some, including the bulbar which is not fitting for our model and she realized that only when they were preparing the car. But when we took the car we saw on its door that the year was 2021 and on the registration document is mentioned 2021. How is this possible? To sell a car from 2020 and to write on the registration papers 2021? This is unbelievable… they cheated us…
After we paid the car, they told us that in 3 working days, the car will be ready for delivery to us. After 3 days, we took the car and on the way home we realized that the steering wheel was shaking at 80km/hour. Also my husband noticed that the car was rusted, on some parts of it (I will attach photos). I called the Workshop regarding the steering wheel and they told me to go there to check. They checked and they told me that they need to change the wheels (after I told them that I will call customer protection if they will not solve my problem as I just bought the car from the shop) because they have already one year since the car stayed outside and nobody moved it. I told them that it is ok from my side but I will leave the car with them for 6 weeks as I was preparing to go in vacation and they said they need 5 days to get the approval and change the tires. For the rust part, they told me that they will send an email to Renault International and they will let me know their feedback. I tried to explain them that my car in Romania is not rusted, and I saw a lots of Dusters in my country and none of them were rusted. I left my car there for 6 weeks and when I came back from my vacation I went to collect it. The tires were changed and I was happy that finally I will enjoy my new car. For the rusted parts, the Manager from the workshop he told me that he received a reply from France, from Renault and they said that the rust from some that parts of my car are NORMAL? and it is like that. I asked him to give for me the email response to have it in my car file but he said he can't, I need to go to the office, same place from where I bought the car and they will provide for me the email content.
The partial happiness that I can enjoy my new car didn't last too long as when I exit on the highway I experience the same problem with the steering wheel which was shaking at 100km/hour. I called the workshop again and they told me that I need to go back to check what it is the problem. I checked also by myself and I noticed that the balancing for the wheels was not done. When I reached back the workshop I asked them to do the balancing first and after to take it on the road to check. After they did the balancing, we took it on the highway and no more problems for the steering wheel. I asked the Manager why they didn't do the wheel balancing and they changed the tires, as they kept the car there for 6 weeks. You don't need to be an engineer to know that when you put new tires on a car you need to do the balancing for the tires with the rims. Anyway, after spending a lot of time driving to and from the workshop the tires were ok, the car was ok.
I went back to the office to take my email for the rusted parts. There one Manager came and he told me that he can't provide for me the email and he needs to check with the legal department if they can give or can't give it to me. They were just thinking that if they are sending me from one office to another (because the distances are big) I will not follow up. Really, to check with the legal department to give me an answer to an email which was regarding my car? I paid for that car, it is my car and I am not entitled to receive an answer to my concern for the rusted parts? I said ok, no problem, I will wait the decision from the legal department. It was 9 AM and they told me that the legal department will start around 10.30 am. Of course that was not true but I tried to be nice and I said no problem I will be back after 10.30. The manager told me that he will call me as soon as he will have an answer. I told him that I will come back anyways and I will not go home without my email answer. Around 10AM, the manager called me back telling me that he has an offer for me. I asked what for? Did I win a contest or what? He said that he wants that they want that all their customers to be happy and he wants to offer me the possibility to repair the rusted parts of my car (to paint in a special workshop) or to have 20.000km service maintenance free of charge. I asked him if he is doing a favor for me or actually it was no email, no answer, they were just thinking that I will not follow up anymore (as it is a habit here, that most of the people doesn't care or they are very busy with their work and if it is not a major problem to affect the working of the car it is ok like that). Unfortunately for them, I am that kind of person that I care for my belongings and I work to make money to have a good car that I can rely on. I told him that of course I am interested in repairing my car, paint it in order not to have any rusted parts as I am planning to send it back to my country when I will return for good. They arranged for me a spare car and they paint my car where it was rusted.
After one week starts to have some problems with the starting of the engine but only after 10AM. I am leaving my house around 6.30AM and the car was starting good but at 2pm when I was going back home the car was struggling to start (I will attach the movies from the morning and from the afternoon). I called again the workshop and I told them my problem and they told me that I need to go with the car there to check it. In my first weekend available I went with the car and they said it is a sensor (Sen-Oxygen) and they will change it. They changed the sensor and they gave me back the car. I came home and after 4 hours I wanted to go outside and when I started the car, same problem. I called them back they said that I will need to bring the car and leave it there for the whole day because they want to hear it how it is struggling to start. I went there at 8AM and leave the car to check it. At 2pm they called me and said now the car is ok, I can come to take it. They changed the fuel pump they said. I told them that it is wired because if it was the fuel pump the same problem supposed to be also in the morning. But they said no problem, now for sure it is ok. Unfortunately, the next day the problem appeared again, and I called them back and they said that I need to leave the car there for few days because they will need to check it again….
I am really tired of their incompetence, and I am talking here about the service manager who personally checked my car, I don't want to know for the rest of the staff. All the time is coming up with stupid explanations for my problems.. For example for the tires balancing he was trying to explain to me that he couldn't check them as he can't go more than 100km/hour as per the law, but I told him that he shouldn't as he need to put the rim with the tires on the balancing special machine. I am not a mechanic but I know some basic things, and all the time he is trying to come up with stupid explanations because he thinks maybe if I am a woman I believe everything…
I wrote to you as I need your help in solving my problem. Every week I need to go to the workshop as they really don't know what my car problem is… I want my car to work properly and to spend my off time in a different way than going to the workshop. This is the reason that I decided to buy a new car, not spending time in the workshop with an old car.
These guys are representing Renault Brand in Qatar and should have some customer satisfaction reports from time to time to see their real standard.
Thank you for your time.

Best regards,

Oana Stefanescu

Made a key order and payment on 07/08 at Penta Klerksdorp where they only informed me the order may take 3 months after I made the payment. I then managed to get my old key card to be fixed the same day 07/08 at around 16:30 I canceled the order. The manager (Ferdie) then said it will be no problem but he only canceled the order that Monday when the order already went through.

dear sir

I buy renault captur in 2016 from charalambos pilakoutas that is the representantive RENAULT in cyprus .
in august 2020 i bring my car for service . after few day the indicator anti pollution system is on.
After that every few days the car goes in the garage, they say that fixed and next day the indicator is on with fault pollution system.
From 09/02/2021 the is in the garage of CHARALAMBOS PILAKOUTAS without any clearly answer what happen with my car and they do;

please give me a answer what they do with my car because charalambos pilacoutas they dont give any answer.
Also i send for you the email that i send to renaultgroup cyprus .

thanks a lot and i wait your answer asap .

Hi
I have a renault trafic sl27 sport dci 115 quickshift swb. I bought the car in the uk and moved to spain with my car,
My gearbox suddenly stopped working and would not engage any gears in auto or manual mode. The check gearbox warning came on and the engine management light with the service light as well.
It was towed to the nearest renault dealership for repairs. Unfortunately the renault dealership said they had no technical details or knowledge of the quickshift gearbox. Although renault spain estimated 8, 000€ to repair and admited they could/would not repair the car due to lack of technical support and knowledge.
So renault spain suggested I find another garage to repair my car, which I did and I found an independent garage. The garage said after running a diagnostic check, found some errors in the gearbox. But with little technical data available on these gearboxes it is difficult to accurately trace the exact location of the fault.
Need my car on the road. So far been off the road for 5 weeks.
Thank you
Derek silk

I purchased a brand new Renault Triber 1 year ago. I booked it in for a service at 8 300km, less than a month later at 8 700km it broke down with no oil in the gearbox. I had no problems with the vehicle before it went for its service.

11 June 2021 - I received confirmation of my booking from Renault Tygervalley MultiFranchise for the service of my vehicle on the 12 June 2021 after booking a service on the Renault South Africa website
12 June 2021 - Service conducted
11 July 2021 - Car breaks down and towed to Renault / Nissan Parow.
12 July 2021 - The reason for the breakdown given on email received from Celest vd Westhuizen. drain plug loose - no oil found in gearbox.
28 July 2021 - Dealer principle Veroshnee Naidoo informed me the claim (to replace the gearbox) was rejected as it was not a manufacturing defect.

My Renault Megane Expression 2018 is nearly 3 years old and since I got the car, I had to top up the oil about 4 times, (I purchased this vehicle brand new). After sending it to Route 24 in Johannesburg (twice) they finally decided to take my car in and change the engine (under guarantee). The car went in on the 2nd of July 21.

The first week they had put the new engine in, I was told that it should be ready the week thereafter (7 July 21). I called the following week to inquire and was told that they were waiting for a thermostat and could have my car by the following Friday (16 July 21). When I called again, I was informed the registration papers of the car should be ready by Friday 23 July 2021. I called on the 23rd and was told the car papers were not ready, but should be ready the following week. I have again called today, 27th July 21, and have been told they are having problems with the person who handles their licencing and by Friday this week (30th July 21), it should be ready.

It is nearly a month that Route 24, have had my car and I find this is now a problem as I am left stranded without a car for this whole time.
Since the late nineties my family has bought 6 Renault's from Route 24.
(Laguna 1; Laguna 2; Scenic 1600; Scenic 2LT; Fluence in 2011 and now the Megane in 2018).

I am totally disappointed in Renault, but I can assure you, this will be my last Renault I purchase! I know that Renault is not concerned about loosing one customer and this disheartens me as I have been a loyal customer for many years.

Service should be of utmost important to any dealer, yet recently, I have not seen any of this with Route 24. Each time I have queried if I can receive a courtesy vehicle, I have always been informed there is no vehicle available. I recently purchased a Honda Brio, which would probably be in the KWID range. When it needed a service, without hesitation, we were given a Civic to use, which is in the price range of your Koleos. NOW THAT IS SERVICE!

Prior to my car engine been replaced, my oil needed checking and I was given a Kwid to drive. If someone does not know the Renault cars, they would be highly disappointed driving this vehicle, as there seemed to be a problem with the gearbox and just the finishes of this vehicle was an eye opener.

Perhaps Renault should be thinking about their products and definitely their service!

At this stage, I would happily consider reimbursement for my vehicle after the treatment I have received, bearing in mind this vehicle now has a brand NEW engine.

I can only hope to get a response regarding my issues with my Megane!

FROM AN EXTREMELY DISAPPOINTED AND DISGRUNTLED CUSTOMER
D Hardy
[protected]

Dear Renault team,

On a serious note, I am chasing Renault since November 2020 for tire alignment issues (as per attached email). Its almost 9 months now I am chasing Renault team to get this tire issue resolve. Till now I have come to know that entire Renault team don't intent to support customers, they just try to make more money from the customers.

As per my experience with Renault, I have made promise myself that I will never buy any Renault car in future.

I. I raised first complain about my car tire issue in November 2020, the dark black line was appearing on all 4 tires after I ran my car for 100 KM +, Pls refer pictures in attached mail. I went to various alignment centers just to confirm/cross check the alignment reading. Most of alignment centers told me that this is either tire quality issue or service center not doing alignment properly. Even my car staring do not reveres if I apply full turn. I don't want to repair my car with outside centers as my car is new and I have purchased a AMC package from Renault. Somehow I took my car to Renault service center (Kaju pada, Thane) couple of times (5 to 6 times since Nov 2020) to get my tire issues resolved but every time your local team Mr. Viraj Shingre denied to accept the alignment/balancing issue. In most occasions they took test drive and informed me that nothing wrong from Renault side and I can Take my car back. Even after my demand they never shown me live alignment or any job call or related reports. After getting disappointed I came back and decided to monitor the status for few more days.

II. I raised second complaint on 11th March 2021 as the tire condition is becoming worst, If I run my car for few KM, the dark black line was appearing on all 4 tires.
I reported the issue to Mr. Viraj Shingre again, he took my car inside to inspect the tires. After couple of hours he said he checked the alignment on machine, there is nothing wrong with tire or car & he asked me to take my car back even I shown your team the cuts on front left tire & dark black lines on all tires & photographs while the lines was appearing fresh. After argument he took my car inside again & after half an hour he told me that they have found the issue & it was due to Nitrogen gas I filled in all 4 tiers. He removed nitrogen & filled all 4 tires with air & told me that my issue will be resolved now.

This was really shocking reply for me as I regularly fill nitrogen in my all previous cars, even I use nitrogen in my bikes too. The nitrogen never damaged the tires of my previous cars/bikes & I was wondering how it is damaging now?

To be frank your service center team always trying to hide the actual issue of tire quality.

Tire condition on 2nd April 2021

III. Recently on 3rd July I took my car to Karad & the journey was only around 400 KMs. After running 140 KMs I noticed dark lines on all 4 tires & cuts on front 2 tires as described in pictures below.
I shown the tires to one of Air center at Poona & the guy told me to go slowly as there is cut on front tire.

Tire condition on 6th July 2021

Front right tire
I frequently keep going to Poona for office work, I cannot run my care on such cuts on tires, it will increase day by day & chance of tire blast.
I am using taxy nowadays to travel outside of town to keep myself and my family safe from accident.

Front left tire

Backside left tire

Later I took my car to service center again on 6th July 2021.

Finally after my follow up of 9 months (from Nov 2020) on 6th July 2021 your executive Mr. Viraj accepted this issue is due to poor quality of tires.

The both front tyers are started losing their design / shape & now the cracks are started developing which can be very much dangerous for us as there will be chances of tyer blast and ripped out especially at high speed on highway.

There are chances of accident and dangerous to my family. This is absolutely disappointment for me that I my spent 7.5 lacks & Renault fooled me with duplicate/ low quality battery / tires and other car peripherals.

Mr. Viraj told me (on 6th July) that he will book the appointment with CEAT tire company & after inspection I need to pay 30 % of cost to get new tire replacement. Till day I never he never called me back, he expect me to call him every time & get updates from him.

As per survey from Automobile experts, The minimum lifespan of an basic quality tire is 50000 to 60000 KM or 10 years from manufacturing date. In fact I used my previous Tata car's tires least for more than 90000 KM.

Some tire manufacturers offer a warranty as high as 80, 000 miles or more, There is a general consensus that most tires should be inspected, if not replaced, at about six years and should be absolutely be swapped out after 10 years, regardless of how much tread they have left.

My Triber total running is only 11700 as of now & was purchased in Dec 2019. So its only one & half year old and it ran only low 11k KM. Then how Renault can demand me to spent 30% of tire cost?

I am chasing Mr. Viraj since 6th July, he or his team not even bothered to call me back and update the status. Your service center team is very much arrogant & treat customers like they are doing special favor against customers.

I am marking this mail to consumer legal forum again as I want to make them aware about Renault's service fraud & in future if I mate with accident due to any issue related to tyers, Only Renault India will be responsible for further disaster. I will raise consumer complaint against Renault & you will get legal complaint copy in couple of days.

Also I am going to expose this case on social media (Facebook, Twitter, Youtube, Instagram ext) just to spared awareness to others, I don't want others who spent so much money to buy a new car and get defraud by Renault.

Thanks you Renaults for such extreme level of disappointment.

Best Regards !

Sameer Bhosale (Mr.)

Mobile: +91 [protected]

In 2017 I was touring France with my family from the US. I rented a Renault for the first time. I moved the gear shift all the way up until it stopped absent-mindedly thinking I was in park to get out of the car to take a picture of a canyon. Suddenly my wife started screaming as the car started to reverse down the canyon. If the car went just 1/10 of a kilometer/hr faster I would not have been able to enter the car before it fell over a ledge down the canyon as this particular scenic overlook did not have any guard rails. PLEASE PLEASE PLEASE put all the gears in a straight line so that it can never stop accidentally at neutral. All teh cars I have driven thus far in the US are like this and it prevents this absent-minded mistake that is sure to cost some people their lives. I got lucky but I came a hair away from losing my whole family.

We had a car accident on our home island of Madeira on 26 April 2021.

The car was towed away to Auto Zarco Renault in Funchal, the main dealership from whom we bought the car new in June 2020. They estimated 4 weeks to repair the car, and our insurance company supplied us with an automatic car via Hertz Car Rental. For medical reasons we cannot drive a car with manual transmission. After 3 weeks we asked Renault when the car would be ready and were told by the engineer, Eng Helder Andrade, via a translator, that the parts were not available and the car will take a lot longer as they need to wait for parts.

After kindly having a replacement car from Hertz (courtesy of our insurance company) for over one month, we have now had to pay for the rental car ourselves as the parts only arrived recently and our car will now be ready (hopefully) on 9th July, about 11 weeks after the car was delivered for repair.

Every week when we visited the Renault dealership they said "still waiting for parts from Renault".

The reason we bought the Clio was not just that we liked the car. It was also because it is one of the most popular cars on the island and thus support and parts ought to be more readily available than more unusual cars.

We are realistic people, and understand the implications of island life and that items may take longer. However we believe that three months waiting for parts to repair the front wing and some related parts of the Clio is quite ridiculous.

Whilst the insurance company kindly paid for many weeks of car rental, we have incurred costs now due to the lack of parts. Details of car rental we have paid personally:
Hertz EUR 452.50 for 4 days
Futuro Car EUR 550 for 14 days
Futuro Car EUR 240 for 6 days

Firstly, please acknowledge that this is an unacceptable time to be without our own car and that Renault must get better at manufacturing and related parts supply chain management to provide an appropriate level of customer service.

Secondly, please consider covering the costs of car rental for the excessive delay in supplying these parts.

Thank you, and regards,

Theron & Ruth Williams
email: [protected]@gmail.com

Upon purchasing my vehicle from Renault PMB, I requested my spare key, the Manager told me that the salesman will sort it out, which he did not. He keeps promising to do so, but never calls me back. I have called and complained numerous times, with the promise of "sorting it out" and now... I am quite perturbed with their incompetent service delivery as this has caused me much inconvenience.

It looks like they just sell a car. And thereafter don't want to deal with any technicalities.

Two weeks ago I took my car for oil leak, they check the car then they gave me a quotation for the part that I must buy and for labour and when I got the money I took the car for repair on that day I found that the was another part that was not on the quotation they book my car clam to have fix it but when I got home the car was still leaking I took it back they check it again then they told me it leaking somewhere else and that they Need 3day to figure where the leak is, they will quote me again if there something broken I must pay again

I am writing to you as I bought a new car Logan from Renault 2021 ( El Liathy exhibition ) egypt, Cairo, I bought the car by the end of March 2021
And I have experienced manufacturing issues twice, they fixed it the first time and now I am at the exhibition and they are checking the car again, I want to change the car, it's not fair to use the car for 1300 kilos only and have such issues !
The first time the issue was with the sensors soft ware, and they said they changed it, today, I parked the car and then when I tried to run the engine after to use it, it won't run I payed for transportation on my own cost as they advised me I will wait 6 hrs for them to come and pick it, now they tried the car and said there is nothing wrong with it and to take a video of the issue if it happened again as they don't exchange the cars .
Please assist me or let me know what to do, I don't want it fixed every now and then, that's not why I bought a new car, because Renault only offer to cover the costs of fixing it not to exchange the car, can you please assist me

Good Day,

To whom it may concern.

I am drafting this email to you in the hope of help of my grievance with Renault Brackenfell. There has been communication between myself and branch members from the Renault Brackenfell team, I've attached all email correspondence between myself and Ahleigh the Finance and Insurance Manager, Ricard Dealer Principle (Like I was told ), I also spoke to and have whatsapp correspondance with Jade the Dealer Relationship Manager and Tania Regional Sales Manager. Tanie told me that her seniors which I am assuming are you guys are aware of my grievance as I have a message where she states that she will seek advice from her seniors..

To start at the beginning I would need to tell you exactly what happened and also why I am so terribly unhappy, angry and frustrated.

In July 2020 myself completed an application to purchase an vehicle with Renault Brackenfell, Wiehan was the sales person that assisted with the purchase. At the time I did not have my renewed ID document as I got married in March 2020 and due to COVID having my ID re issued was difficult, so we were told that our marriage certificate would suffice for the time but if I do get my new ID I need to contact Wiehan, as Renault does registration and license. Wiehan said he will collect a certified copy of my new ID from my workplace and return with the number plate, which myself and husband was happy with, as the dealership is doing everything as required.

The day we collected the car from the dealership in Brackenfell, we met Ashleigh and she went through finance aspects and we signed relevant documents. The car was shown to us for the first time, myself and my husband told Wiehan that we did not expect this and he said we did not qualify for the other model of the KWID, first wrong from the dealership. Wiehan was supposed to inform us that you do not qualify for the model of the Kwid you applied for but you do qualify for this one. We took the car as we needed a car and accepted it but not totally happy but okay..

A couple of times after we collected the car Wiehan contacted us to ask whether I have received my new ID and said again that if I receive it I need to contact him, even Ashleigh asked via email regarding my new ID they need it as the bank is putting pressure on them I have this email attached. At no point during them following up on the new ID did they ever speak about a system you need to be registered on, it was also never mentioned when we signed documents with Ashleigh nor when Wiehan processed the application. Second wrong from Renault because when they as dealer did the application they were suppose to ask questions they needed to know, I am buying a car and trusting them as the experitize in this and assume they ask what they need to know I don't know anything about registering here or there so this question should have been asked right from the start so there already this application was wrong because the dealer did not ask questions relevant to them, also I realized afterwards this application was never supposed to be accepted because my documents was not completed as required, I did not have my ID in my married name and applied with my old ID and marriage certificate, at that point Wiehan or Ashleigh was suppose to tell me Ma'am your papers are incomplete because get correct papers then apply again, which I would not have had a problem with, but they pushed the deal on inciffient paperwork..The third wrong from Renault, I was only given a 21 days permit on the road in July 2020, they we suppose to continuously extending this permit because they knew I was waiting on my ID but at no point they took my interest into account as what the implications would be if I am caught on the road with an unregistered or licensed car, which I can say is there fault because they accepted my incomplete paperwork and knew the implications.. There already they did not consider my consumer rights and till today almost a year later I have not received an extended permit which you know is on Renault and greatly reflects they did not treat me well at all..

So here the fun starts with everything said above, Wiehan is no longer at the branch we are told, so Ricard will assist with the registration and license. Ricard also has no concern about permit extension and just follows up on a new ID. 11 February 2021 I notify Ricard via email attached that I have received my ID finally, as I ve been struggling due to COVID and home affairs also had a system crash therefore it took so long. Ricard, then ask me to deliver my original ID document to Renault Brackenfell, so he can start with registration. I replied back that I do not trust anyone with my original ID and therefore won't give it to him as a certified copy is valid, as I have never heard of this before and Wiehan also never said anything about the original ID. All email correspondence relating to this is attached, and my unhappiness, anger and frustration is evident in these email, as Ricard is now talking about things I never knew and was told, Ashleigh also responded at a stage and said that they never knew that I was not registered with this system, so here again its evident this deal was not done correctly, because I was never asked anything about any systems because if they asked as they were suppose to I would have said I don't know these things and they would have been able to advise, now because they never asked the right things they did not know and then make as if this is things I am suppose to know till this day I don't know what they talking about. What upsets me most is the fact that Ashleigh says in her email they don't owe me an apology because they never knew so I should have known you the dealer and should have known and I am treated as if they are doing me a favor, but forgetting I am paying for this service and its unfair. If they asked these things from the start I would have known and would not have had a problem with doing the things I am suppose to as I gave them all the stuff they required as per attached email, never did Ricard mention this system up until I said I am not giving my original ID then only I hear these things, so I was misinformed from the start. Ricard is so unethical in one of the attached emails, he says my colleague will assist with going to the traffic department this from Renault? Just because I said our fleet department register vehicles all the time and they don't know about my original ID being needed, so I told Ricard in the email that he will at no point drag my work colleague into this as this is Renaults problem in doing this it proves that he will do anything to clean his mess this again from renault I was blown over and my email reply to Ricard on this topic is proof of it.

Then Jade, from the bank called me to assist, and said she is acting on my behalf, at this point I was boiling with rage and frustration. I told Jade that I do not want to deal with Ricard nor Ashleigh as they at no point feel they did anything wrong were I have done all that was explained and asked of me now that I am refusing to give my original ID to them I am wrong and at o point they accept that they done things wrong and I am being clearly bullied and its not right nor fair as I am paying for service I clearly did not get nor will be getting, because still at this point no extension of permit mentioned even. Jade bluntly lied to me saying she is acting in my interest which she did not, she said if anything happens to the car like an accident, I will be affected, which is not true because the main loss at this point would be the Renault as this car is not on my name. She was exposed the same evening when a traffic cop pulled me and my husband over and told us that Renault is clearly bullying us because this registration and license is something they should resolve and dealers do and that my husband as designated driver will only get fine for unlicensed vehicle, Oh I also don't have license my husbands the designated driver another big no that was not suppose to be, renault will loss the most as this car is not mine I am basically renting it from them, and renaults not acting in my interest because they didn't even have the courtesy to extend permit on car.The traffic cop said he will not fine my husband as he can see we being bullied and just victims treated unfairly, he said I should request a registered vehicle to be used from renault park this car up until they have sorted the registration and license. I immediately send Jade a voice note telling her everything the traffic officer told us and also about the registered car that they need to give me to use in the meantime and also about permit, I was so anger I even told her I just want to come and park there car and have my money back because I was so anger and upset. After I sent Jade the voice note she replied that she will refer the matter to her senior.

On the 7 April 2021 Tania contacted me saying that she spoke to Ricard who will be standing in queue at licensing department and try to speak to manager to sort everything out, as if this was the only problem I have had with them the poor service and no value for my money is not considered at all nor the fact that I am so unhappy that I basically just want to come and park the car.I replied to Tania telling her that I demand an registered car while they have to sort out this car's registration and license as its my client right which nobody at Renault seems to care about I also told her that if they cannot meet me halfway I will revert matter to the motor trade ombudsman SA, because this is now by far not fair nor right the same thing I told Jade a day ago.Tania said she will contact Ricard again discuss. I expressed my unhappiness in messages to Tania and told her this is not fair. I pay every month, for what nothing. As Tania and Jade said I can take a day of work go to traffic department and do it myself renault will escort me, not taking into account I cannot afford not to be at work and its not because I did anything wrong, I wont say out of work because I need to pay renault for injustice, poor service and bullying. I even at one point said reimburse me my daily rate and I will consider it but this was also a no. They really expected me to do this and still no apology nothing.Tania, then said only in a telephone conversation when I requested a registered temp vehicle that Ricard can assist me with a permit extension, my word was this was not supposed to be issued a very long time ago? but now only I almost cried out of frustration and the fact that these people really think nothing of me as a client. I was so upset I sent Tania a message telling her to contact me again the next day as I am too upset to speak to her, I just could not anymore at that point. Tania said all options will be discussed with head office and Ricard as if Ricard as been taking me as an paying client or renaults name into account if you see all the relevant solutions he has been trying to come up with to cover their mess, because its crystal clear they made a big mess and trying to cover it and in doing so forgot I am a client and have right to service as I am paying for it.

Tania called again and this was their solution, it's ridiculous with the ideas these people come up with for Renault and a well known brand. Tania said because me and my husband are married in a community of property they can register the car in his name but I continue with payments.. I did not laugh because again it shows that they did not do their work by asking the right questions. They assumed me and my husband are married in the community of property, as we actually married out of community property. If they have asked these questions they would have known but now it's clear they work on assumptions and when their assumptions are wrong and they exposed they try pushing you into a corner. I told Tania this and also that I have a prenup contract as proof which I can send her and also that the solution for renault does not even sound viable. It's a joke really.

I then spoke to my husband and told him there resolution and he said if any car is registered in his name he wants to pay for it and also that he actually does not want to continue with renault as its clear we are going to be treated like crap for the remaining 4 years we have to pay this car which at this point we really don't want anymore, as we so unhappy and frustrated with all of this. My husband however said that if Renault can at least take this car from me because I am at breaking point and trade it for even a second hand timber he will take registration and payment, so that he then at least has something that suits our needs out of this mess renault created.. Tania said this sounds fair and she will revert and get back to us. She messaged me that Ricard said this is not an option as value is not enough, but he conveniently forgot the amount of no service, frustration, injustice etc value to the renault name ultimately. So they do not even want to meet us halfway considering all they put me through. I told Tania it's fine, I think I will need to revert to the ombudsman as Renault will not accept they did me wrong or not do anything to try and be at least accommodating, I literally cried out of frustration when I hung up the phone.

I think the above explains my whole experience fully as I tried putting everything from start to end in detail and I am hoping that my unhappiness, anger and injust is seen in this and I am praying for an justibale solution from you please.

What I want is no longer this car. It's given me and my husband such a bad taste in the mouth that we really just want to park it and cut our losses really, I trust you'd understand how I feel with all said above. This whole thing really caused such a lot of misery in my life. My husband however would consider a trade in on a second hand car registered in his name and also payment, because I am done with this and cannot anymore hit brick walls. I am so ethical to my agreement with Renault that through everything I never once skipped payment and still pay every month.

Please help me, this is renault we talking about thee most known dealership in SA, and I expect renault service .

Please do revert back. I am begging as I am at breaking point. I am available on email and mobile phone.

Praying for service I deserved and is paying for.

Note that the email attachments I could not add in this, but can forward it by email if required.

Kind Regards
Adrean Muller
[protected]