1 reviews | Active since May 2024
Formal Complaint Regarding Unprofessional Treatment at Chery Northcliff and Request for Intervention
I am writing to formally express my deep dissatisfaction and frustration stemming from my recent experience with Chery Northcliff. My experience with this dealership has been highly unprofessional, disrespectful, and contrary to the principles of fair and ethical conduct as outlined in South African consumer protection laws and the Code of Conduct for motor dealerships.
I purchased a Ford Ranger XLT 2.0 from Chery North-cliff, with the understanding that they would facilitate the trade-in of my CHERY TIGGO 8 pro max AWD 2.0 and Hilux. The dealership promised that the deal was approved and asked me to bring in my two trade-in vehicles. Excited, I traveled with my wife, booked accommodation, and dedicated the whole Friday and Saturday to this process, only to be told later that the deal was off because the quoted profit margin on the podium was deemed too low. This caused significant inconvenience, financial loss (hotel R3000, petrol R2000), and emotional distress.
Approximately a week later, I was contacted again and told the deal would proceed as initially agreed. The dealership promptly sent invoices to my bank, signed necessary documents, and was under the impression that the transaction was finalized. However, I was shocked to learn on 21 June 2025 that, despite the signed contract, I am now being asked to pay an additional R7000 due to alleged changes in settlement figures. This is after all documentation has been signed and I have committed substantial personal funds and time.
Throughout this process, I have experienced undeniable disrespect and poor customer service. It appears that my concerns and the agreement I made were dismissed or altered to my disadvantage without proper explanation or proper legal notice, in clear breach of the Consumer Protection Act (CPA) of South Africa, particularly sections relating to fair contractual dealings, misrepresentation, and unfair trade practices. Moreover, the treatment I received reflects racial bias, which is unacceptable and contrary to the principles of equality and non-************** enshrined in our Constitution and relevant legislation.
Given these circumstances, I hereby request Chery South Africa to intervene in this matter. I expect a full investigation of the conduct of Chery Northcliff, a clear explanation for the discrepancies in the deal, and appropriate resolution that respects my rights as a consumer and customer.
Thank you for reaching out to us regarding your recent experience at Chery Northcliff. We've received your detailed complaint and understand your frustration concerning the proposed trade-in and purchase. We take all customer feedback seriously and appreciate you bringing your concerns to our attention.
We've thoroughly reviewed the details of your interaction with our team. Our aim is always to provide a seamless and positive experience, and we regret any inconvenience or distress this situation may have caused you.
Throughout the process, we worked to structure a deal that offered you the highest possible trade-in value as a valued repeat customer. We also proactively engaged with the bank to facilitate the necessary paperwork for a smooth transaction.
It's important to clarify that vehicle transactions are dynamic and can be impacted by several factors. In this instance, we encountered a change in the settlement amount for your Ford Ranger due to the lapse of the original offer and, critically, learned about a pre-existing issue with the air conditioning pump on your Chery Tiggo 8 at a point where it significantly impacted the agreed-upon trade-in condition – amongst other issues. As you know, the condition of a trade-in vehicle is a material factor in any sales agreement.
We believe we acted transparently by informing you of these changes and the implications for the deal and even offered to absorb a portion of the increased settlement amount to find a workable solution.
We understand that you feel there was a breach of consumer protection principles but assure you that we operate in full compliance with the Consumer Protection Act (CPA) and all relevant South African legislation. Our processes are designed to ensure fair contractual dealings and clear communication. We also refute any allegations of misrepresentation or racial bias.
Management is committed to finding an amicable resolution and encourage you to contact us directly at the dealership to discuss this matter further and explore potential ways forward. We believe direct communication is the most effective way to address your specific concerns.
Thank you for your understanding.
Sincerely,
The Management Team
Chery Northcliff
Thank you for reaching out to us regarding your recent experience at Chery Northcliff. We've received your detailed complaint and understand your frustration concerning the proposed trade-in and purchase. We take all customer feedback seriously and appreciate you bringing your concerns to our attention.
We've thoroughly reviewed the details of your interaction with our team. Our aim is always to provide a seamless and positive experience, and we regret any inconvenience or distress this situation may have caused you.
Throughout the process, we worked to structure a deal that offered you the highest possible trade-in value as a valued repeat customer. We also proactively engaged with the bank to facilitate the necessary paperwork for a smooth transaction.
It's important to clarify that vehicle transactions are dynamic and can be impacted by several factors. In this instance, we encountered a change in the settlement amount for your Ford Ranger due to the lapse of the original offer and, critically, learned about a pre-existing issue with the air conditioning pump on your Chery Tiggo 8 at a point where it significantly impacted the agreed-upon trade-in condition – amongst other issues. As you know, the condition of a trade-in vehicle is a material factor in any sales agreement.
We believe we acted transparently by informing you of these changes and the implications for the deal and even offered to absorb a portion of the increased settlement amount to find a workable solution.
We understand that you feel there was a breach of consumer protection principles but assure you that we operate in full compliance with the Consumer Protection Act (CPA) and all relevant South African legislation. Our processes are designed to ensure fair contractual dealings and clear communication. We also refute any allegations of misrepresentation or racial bias.
Management is committed to finding an amicable resolution and encourage you to contact us directly at the dealership to discuss this matter further and explore potential ways forward. We believe direct communication is the most effective way to address your specific concerns.
Thank you for your understanding.
Sincerely,
The Management Team
Chery Northcliff