"A Localiza me vendeu um carro que não anda, estou há oito meses a pé."

The video details the troubling experience of Mateus, a building doorman who purchased a used Fiat Mobi from Localiza in June 2024 and has faced continuous vehicle problems and poor customer service for over eight months. Key points include:

• Vehicle Issues:
  • Electrical parts (headlight, reverse bulb, license plate bulb, tail light) burned out within the first month.
  • Engine problems emerged shortly after, including oil leaking onto spark plugs and engine weakness, indicating severe mechanical failure.
  • The car, with only 70,000 km, was effectively unusable and frequently stalled.
• Customer Service and Repair Attempts:
  • Localiza directed Mateus to authorized workshops for repairs.
  • The first workshop replaced spark plugs but refused to fix the engine.
  • The second workshop (Robertec) also faced difficulty getting repair budgets approved by Localiza.
  • The car was abandoned at the workshop since August 15, 2024, without resolution.
  • Localiza failed to communicate effectively or provide timely updates.
• Financial and Contractual Issues:
  • Mateus pays R$2,000 monthly installments, including excessive fees and interest (over 30% annually).
  • The financing contract was with Banco Bradesco and was digitally signed by Mateus, though he claims lack of clarity on fees.
  • No down payment was made.
• Communication Breakdown:
  • Mateus repeatedly tried to resolve issues but was met with silence or unavailability from Localiza representatives.
  • The salesperson and after-sales department did not proactively follow up.
  • Localiza claims Mateus never came to the store when representatives were available.
  • Localiza insists they never refused to exchange the car or refund money but needed Mateus to come in to proceed.
• Resolution Offered:
  • Localiza now offers Mateus to:
    • Exchange the car for another at no cost if the same model is chosen.
    • Pay the difference if a newer or more expensive car is selected.
    • Cancel the purchase and receive a refund of all installments paid plus any corrections.
  • Documentation for cancellation and refund will be prepared promptly.
  • Localiza commits to paying off the financing upon cancellation.
• Social Context:
  • The entire building where Mateus works as a doorman has sought help for him, highlighting his difficult financial and personal situation.
  • The case illustrates the vulnerability of consumers with limited knowledge facing complex contracts and poor after-sales service.

Notable locations and people:

• Avenida João Dias, São Paulo (location of Localiza store and consumer patrol).
• Mateus (customer and doorman).
• Fabiano (Localiza store representative).
• Rubens (salesperson who sold the car).
• Robertec (second workshop handling repairs).
• Banco Bradesco (financing bank).

The video emphasizes the importance of clear communication, consumer rights to vehicle exchange or refund within legal timeframes, and the need for companies to provide better after-sales support, especially for vulnerable customers.