Poor Service and Unacceptable Refund Delays at Chery Lenasia

I would like to express my disappointment with the service I have received from Chery Lenasia regarding a refund that has been outstanding since 27 July 2026.

As part of an insurance vehicle replacement process, I was informed that an excess payment was required for a replacement vehicle that was allegedly located in Cape Town and needed to be transported. Acting in good faith, I made the payment immediately to avoid any delays.

Shortly thereafter, I was informed that the vehicle had allegedly been involved in an accident and was no longer available. As a result, a refund was requested from Chery Lenasia on 27 July 2026. Despite repeated follow-ups and assurances that the matter was receiving attention, the refund remains unpaid.

What has been most frustrating is the lack of urgency and accountability throughout this process. I have continuously had to follow up myself for updates, with little feedback being provided. Every interaction seems to result in another delay, while I continue to wait for money that should have been refunded weeks ago.

The delayed refund has had a direct impact on my ability to finalize my replacement vehicle arrangements and has caused unnecessary stress during an already difficult insurance claim process. No customer should have to wait this long for funds that are rightfully due to them, particularly when the circumstances leading to the refund were beyond the customer's control.

I understand that internal processes and approvals may be required, but there comes a point where delays become unacceptable. More than three weeks later, I am still waiting for a resolution and for my money to be returned.

I hope that by sharing this experience, Chery Lenasia will prioritize customer service, improve communication, and resolve outstanding refunds within a reasonable timeframe.

Key Concerns:

Refund outstanding since 27 July 2026 Poor communication and lack of proactive updates Repeated follow-ups required from the customer No clear commitment on when the refund will be paid Unnecessary delays impacting an insurance replacement process

Unfortunately, my experience with Chery Lenasia has been extremely disappointing, and I hope this matter is resolved as a matter of urgency.