misleading information

I am writing to formally lodge a complaint regarding the service I have received from Chery Heidelberg Autocity, particularly relating to the misrepresentation of my vehicle’s service plan and the unacceptable conduct from the staff.

I purchased my first vehicle from Chery Heidelberg Autocity in 2023 with the clear verbal assurance from the sales consultant that the car included a 5year/60 000 km service plan. This verbal confirmation was a major factor in my decision to purchase the vehicle. However, when I recently took my car in for its 45 000 km service, I was informed that the service plan reflected in the contract is not what was discussed with me at the time of sale. This discrepancy is extremely concerning and feels like a breach of trust and a misrepresentation during the sales process.

Upon discovering this issue, I contacted the branch manager, Hennies, who informed me that they had no record of my sale agreement. I then emailed him a copy of my documentation as requested. Despite his promise to investigate the matter and get back to me, I have received no response to date. Furthermore, on 21 November 2025, I attempted once again to contact the branch. The manager refused to take my call, and the receptionist was extremely rude and unprofessional. She raised her voice at me, refused to assist, and repeatedly cut the call while I was trying to seek help. This behaviour is completely unacceptable for any customer service environment, especially from a reputable dealership.