A Nairobi car dealer is facing criticism after a customer allegedly lost a vehicle he had reserved despite paying a KSh100,000 deposit and informing the dealership of a brief delay in completing payment.
The dispute involves Kyra Platinum Imports, a luxury car dealership based in Westlands, and a client who had placed a deposit to secure a Mercedes-Benz C220d. According to an account shared online, the buyer intended to clear the balance within days but encountered a temporary delay after his bank held the funds.
The customer says he informed the dealership about the situation and expected the vehicle to remain reserved. Instead, he later discovered that the car had been sold to another buyer.
When he returned to the dealership seeking a refund of his deposit, a confrontation reportedly broke out. A video circulating on social media shows a heated exchange inside the dealership’s premises before the customer and a companion were escorted out.
The incident was highlighted on June 2 by Frank, a car deals commentator who posts under the handle @CNairobian1_. The video quickly gained traction online, attracting thousands of views and sparking debate about business practices within Kenya’s vehicle import industry.
Many commenters claimed the dispute reflected a broader problem in the sector, where customers sometimes pay substantial deposits only to find vehicles sold before they complete payment. Some shared personal experiences involving delayed refunds and lengthy efforts to recover their money.
One user said he paid a KSh300,000 deposit at another dealership before the vehicle was sold shortly before he was due to settle the balance. He said he only recovered the funds after seeking police intervention. Others pointed to Kenya’s Small Claims Court as an effective avenue for resolving such disputes.
Kyra Platinum Imports maintains a strong social media presence, marketing itself as a premium vehicle dealer offering high-end brands including Mercedes-Benz, BMW and Bentley. The company promotes services such as vehicle financing guidance, registration assistance and customization options.
The controversy has renewed calls for greater transparency in vehicle sale agreements, particularly regarding deposits, reservation periods and refund policies. Consumer advocates have long argued that buyers should receive clear written terms outlining the consequences of payment delays and the circumstances under which deposits may be forfeited or refunded.
Legal experts note that customers involved in deposit disputes may pursue remedies through the Small Claims Court, provided they can produce evidence such as payment records, invoices and communication with the seller.
The case also serves as a reminder to buyers to carefully review dealership terms before making reservation payments. Industry observers advise customers to obtain written agreements specifying payment timelines, default provisions and refund conditions before transferring any deposit.
It remains unclear whether the KSh100,000 dispute has since been resolved. However, the incident has generated widespread discussion about consumer protection and accountability in Kenya’s competitive luxury vehicle market.
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