Outstanding Spare Key, Defective Vehicle Sale & Poor Post-Sale Resolution

I am submitting a formal complaint regarding my experience with Motus Automotive Group (East Rand dealership) and request immediate escalation to head office level.

This matter has remained unresolved despite repeated attempts to resolve it directly with dealership staff over a period of approximately two months.

1. Vehicle Sale & Condition Concerns

We purchased a used vehicle through Motus East Rand. At the point of sale:

We were advised not to conduct a proper test drive, with reference made to a similar vehicle having been driven at another branch. Shortly after taking delivery, the vehicle exhibited multiple mechanical faults. The issues were significant enough that the vehicle was returned to the dealership the very next day. The response from management was that they would “attend to the issues,” which raises concern as these faults should reasonably have been identified and resolved prior to sale and delivery.

This raises serious concerns regarding the pre-delivery inspection and quality control process.

2. Outstanding Spare Key (Unresolved for ~2 Months)

As part of the same transaction, we traded in our previous vehicle and handed over:

Both sets of keys All related documentation

Despite this, we have still not received our spare key, approximately two months later.

We have followed up repeatedly and have received only informal assurances and shifting explanations, with no resolution or written confirmation of the key’s status.

At this stage:

There is still no confirmation whether the key is in possession or lost No timeline for resolution has been provided The matter remains open despite multiple follow-ups

This is unacceptable from a custodial and transactional accountability perspective.

3. Risk & Accountability Concern

The absence of clarity regarding the spare key creates an unresolved security and asset-control concern, as the dealership has not confirmed whether the key has been retained, misplaced, or otherwise disposed of.

This lack of accountability is particularly concerning given the time elapsed and repeated follow-ups.

4. Required Resolution (Urgent)

We request immediate escalation and written response from head office addressing the following:

Written confirmation of the status of the spare key (in possession or lost) Immediate return of the spare key if located If lost, written confirmation and explanation of circumstances

5. Escalation Notice

If this matter is not resolved within 48 hours, we will escalate the complaint further through formal consumer protection channels, including regulatory and industry ombudsman structures, and will document the full sequence of events accordingly.

We are seeking a professional resolution, not escalation; however, the current lack of accountability and closure necessitates head office intervention.