Chery Cape Town (Springs Motors) Refusing to Provide My Trade-In Agreement

In December 2023, I traded in my Kia Sportage at Springs Motors, trading as Chery Cape Town, when I purchased a Chery Tiggo. Now, I need to cancel my extended warranty on my previous vehicle, but my insurer requires a copy of the trade-in agreement to process this request.

I initially requested the document and was assured that I would receive it the next day. However, after following up today on multiple times, I was informed that due to system changes, my dealer file is stored in a box at head office.

I have asked for a reasonable time frame in which they could provide the document, yet I have received no response. Instead I received a voice note stated that when they inquired with head office about the status of my request, the response was simply "we're not there yet." When I asked how far along they were in retrieving the agreement, I was not given any clear answer.

This is completely unacceptable! The trade-in agreement is a legally binding document, and I am entitled to receive it upon request. The dealership’s lack of urgency and disregard for my request is causing unnecessary delays and financial inconvenience.

I would like Chery South Africa to step in, as this situation is damaging their brand reputation. A dealership operating under the Chery name should uphold professional and ethical standards, yet I am experiencing nothing but delays, excuses, and poor service.

I expect immediate action from Chery Cape Town (Springs Motors) to locate my trade-in agreement and provide it without any further delays or excuses.

If this matter is not resolved urgently, I will escalate it further to the Motor Industry Ombudsman (MIOSA) and the National Consumer Commission (NCC).

Absolutely disappointed with this level of service!