Why Mombasa’s “Citi Motors” team do not respond to “uneducated customers” phone inquiries

I wish to raise a concern regarding the treatment I received from Ishmael of Citi Motors, from whom I purchased a Toyota Sienta. The incident occurred today, 19 October 2026, when I contacted Ishmael to inform him that I had sent a tuk-tuk operator to collect my vehicle's number plates.

My intention was simply to communicate about the collection and ensure that the process went smoothly. During our WhatsApp conversation, I requested that he respond to customers' calls when he sees them. In response, he asked, "And what if client is uneducated?" I found this remark disrespectful and inappropriate, particularly in a professional customer-business relationship. When I questioned his use of the word "uneducated," the conversation escalated into an argument. I acknowledge that I also expressed my frustration during the exchange.

However, I believe that disagreements should be handled professionally and that customers deserve courtesy and respect. As a customer who has invested money in purchasing a vehicle from Citi Motors, I expected professional communication and appropriate customer care, even when misunderstandings arise. I have retained screenshots of our WhatsApp conversation and can provide them as supporting evidence. I respectfully request your guidance on whether this incident falls within your mandate and, if not, which appropriate authority I should contact regarding customer treatment and professional conduct in business. My intention is not to create unnecessary conflict but to seek clarification and encourage better customer service and professional communication.