A Cape Town motorist has received a refund after returning a faulty vehicle worth more than R600,000 to WP Motors, bringing an end to a nine-month consumer dispute.
The dispute began shortly after Moksham Soundarajan, a senior technical professional who had recently relocated from Gqeberha to Cape Town, took delivery of a high-performance 2021 Toyota GR Yaris from the dealership.
What was meant to be the fulfilment of a long-held dream quickly turned into a prolonged battle over the condition and roadworthiness of the car.
Following a report by IOL, the Motor Industry Ombudsman of South Africa (MIOSA) supported the cancellation of the sale of the vehicle after Soundarajan discovered multiple defects shortly after taking delivery, including worn tyres, a cracked aftermarket exhaust, and the absence of a spare wheel or tyre repair kit.
Drawing on his technical background, Soundarajan said he identified several serious defects shortly after taking delivery. Among the issues were front tyres that were severely worn on their inner edges and a cracked exhaust system that allegedly allowed harmful fumes to enter the passenger compartment. He maintained that the defects rendered the vehicle legally unroadworthy and unsafe for use.
Unable to resolve the matter directly with the dealership, Soundarajan escalated the dispute to MIOSA, seeking an independent assessment of the vehicle and the transaction.
Following an investigation and review of technical inspection reports, MIOSA concluded that there were sufficient grounds to find that the vehicle did not comply with the quality and safety standards required by Section 55(2) of the Consumer Protection Act. The ombud supported the cancellation of the sale.
The ruling paved the way for the vehicle to be returned and the transaction to be unwound. Soundarajan said the process was assisted by ABSA Vehicle Finance, which moved to reverse the financing agreement and close the account after receiving the relevant directives.
According to Soundarajan, the bank acted swiftly to restore his financial position by processing the cancellation and refunding funds that had been paid toward the transaction.
“I am incredibly grateful to ABSA for their customer service,” he said. “Once the technical findings and official directives were clear, their compliance and management teams acted quickly and professionally.”
Although the dispute was ultimately resolved in his favour, Soundarajan believes the nearly year-long process highlighted weaknesses in how consumer complaints are handled.
“Using an independent statutory ombud is an essential safeguard for consumers, but taking nine months to resolve documented safety defects should not be considered acceptable customer service,” he said. “Businesses should address concerns when they are first raised rather than allowing matters to escalate into lengthy disputes.”
The experience has also influenced the direction of his career.
During the dispute, Soundarajan said he became increasingly interested in the intersection between technical compliance and the law. He is now seeking bursary funding to study law part-time, with the goal of combining his engineering and mechatronics expertise with formal legal training in corporate compliance and consumer protection.
He hopes the combination of technical and legal knowledge will allow him to contribute to compliance systems in industries where public safety is critical, including medical devices and pharmaceutical regulation.
“If a vehicle transaction can create this level of complexity and stress, imagine the consequences when dealing with medical equipment or life-saving technologies,” he said. “I want to help build systems that identify risks earlier and protect consumers before problems occur.”
The dispute unfolded during one of the most challenging periods of Soundarajan’s life. Over the same nine-month period, he experienced a corporate retrenchment, got married and relocated to Cape Town.
Despite the setbacks, he says the experience strengthened his resolve and reinforced the importance of understanding the legal protections available to ordinary consumers.
“Never let a difficult challenge stop your progress,” he said.
“Learn how the system works, stay focused on the facts and use every obstacle as an opportunity to build something better.”
