Despicable treatment from Chery SA - Not a brand we would purchase again

In 2023 ,my wife purchased a Cherry Tiggo 7 Pro, from Cherry Umgeni Road Durban.

In the last year we have been very unhappy with the service ,received from Cherry Amanzimtoti.

In the mornings, the vehicle normally heats up and once heated, would notify you on the cluster, that its heated. The heating process ,normally took around a minute.

In the last few months ,we noticed it was taking around 5-8 minutes too heat up and for the notification on the cluster(stating its heated),to appear. I assumed it's normal & might occur as the vehicle gets older. I further noticed that the gears were not selecting as it used too(automatic),had like a delay in changing.

The following Monday, whilst on my way too work(night shift),I noticed a red buzzer on the cluster that was the same as the heating notification but in red. As I was about 5 minutes from work, I drove slowly, into out work car park. I opened the bonnet and found that the water ,in the bottle had drained out, almost empty. I looked under the car too check for any leaks but none found. As I was nightshift ,I parked the car at work and didn't chance driving it, if it's losing water as you could blow the head gasket etc......

I phoned Cherry Amanzimtoti and spoke to Leshani(service department). I advised her that our vehicle is losing water and the warning light appeared , so I parked the vehicle at work overnight.

Leshani advised me that I must bring the vehicle in, when the buzzer appears again. I was livid & very upset at the response received. I am calling to report a finding, and being told come in when it happens again. Leshani is incredibly unprofessional, dismissive, and comes across as condescending. We have reported this to the dealer manager, however, I doubt anything came of it as she continuously displayed this behavior.

If I drove the vehicle ,whilst losing water ,who would accept responsibility if the engine picked up a bearing knock, due too head gasket blowing ,caused by water loss.

I asked her, if the vehicle is under warranty, should Cherry not arrange transport ,why must I fit the bill too have it towed to Cherry Amanzimtoti??? I was advised by a friend to look into my warranty book & read. Luckily I did & contacted Cherry & a rollback was arranged & vehicle taken too Cherry Amanzimtoti.

The following week, I followed up & was told there was no leak found but strange enough the heating/warm up signal was back too normal ,which I assume they worked on something but did not disclose. A driver was sent & we collected the vehicle. Two nights later, the same issue occurred, water loss.

I took it back to Cherry & the vehicle was left for a week. They contacted me & advised that there's still no finding, so we collected the vehicle. Next day, same occurrence, water loss. I took back and was very upset as it's my time ,fuel & my wife had to take leave from work as she uses the vehicle to travel to work. Vehicle was left for a further week, still no findings, they called & I advised that I'm not accepting this vehicle & they need to find the source of the water loss. I also mentioned that we would be going to place our unhappiness on social media and contact Cherry SA. Strange enough ,the next day ,we received a call too say they found a loose or worn out clamp & this was tightened or replaced.

After the above ,I knew that they ,either never looked into my issues thoroughly, as I find it strange ,when I complain , there's a finding almost immediately. Water loss finally sorted, with numerous complaints

In the last month, Installed X4 new tyres, with wheel balancing and alignment done. I left the tyre center ,joined the freeway and noticed ,when driving in my lane, the car would away left to right and only way too keep it straight was to basically turn from left to right ,to keep in your lane & there's a vibration on the floor.

I assumed the tyres were not balanced & went back too the tyre center. They removed all tyres and did the wheel alignment again & all was In order. I went straight to Cherry Amanzimtoti after & took the car for a test ,with the in house mechanics(x2 guys). The mechanic tested and was lost, as too why this was occurring. I requested that I test another Cherry 7 Pro, to see if this was a common but when testing it was not the case & it drove perfectly.

I requested for the mechanic to check their warranty, if they have had this issue before & he advised that the only issues they've had was replacing steering racks.

I left the vehicle & was taken home as I was nightshift.

Leshani called me too say ,they need to swop tyres from another vehicle & I would be billed +- R1000 excl vat, for this. I questioned ,why am I being billed as you have not found the problem and its under warranty as well as you changing tyres, will be apart of your investigation. I accepted as I was half asleep & just wanted my wife's car repaired.

I woke up after an hour & realised that I'm being billed for something which is not my responsibility as the vehicle is under warranty.

I called Leshani & queried this, she now advises that ,they billing me for diagnostic. I asked about changing tyres ,she says it was her error, fine, we human, errors occur. Why am I being billed for diagnostic, when conducting a diagnostic is apart of your investigation.

Leshani calls me back after 2 hours & says ,Sir ,we will not be charging you for anything ,they found an issue with the steering rack & will do a warranty claim. If was happy as they've finally found the problem.

I called next day and asked what's the timeline as my wife's using the vehicle , which has a safety critical issues as well as us Installing X4 brand new tyres. Firstly too me, steering is safety critical & swaying left to right ,is very dangerous. Secondly the tyres are new ,so if they wear unevenly, due too the steering issues, who's responsible?

We requested that they keep the vehicle & assist with a courtesy vehicle, until ours is sorted. Leshani is adamant that ,they don't have any available, we asked for for the manager, he advises the same.

I advised them that if anything happens to my family whilst using the vehicle, I'm holding Cherry responsible.

Manager said he would phone us back shortly. Strange enough, he calls & says they have the part, we must bring the vehicle the following morning.

I don't understand why we must make a fuss and why we cannot be issued a courtesy vehicle if the problem is warranty related and safety critical??????? I drop the vehicle off the next day ,they call me toward the afternoon and advised that it's ready.

Their driver fetched my son & vehicle was brought home. Next morning, I drove it & it's exactly as was before .You steer left to right, to keep it straight & a vibratioin on the floor. I took the car back to the tyre center,for my own piece of mind & cost & did alignment again but all was in order(have report) Drove to Chery Amanzimtoti thereafter.

Manager has now arranged for me to meet somebody from Haval (Somtseau Road-customer relations), to test. Customer relations guy drove the vehicle & since it was a Friday(13/06/25),he will contact me ,the following week Tuesday & arrange somebody from WarrantY to test drive.

Whatever the findings are, will the vehicle be kept, repaired and we get courtesy of the same size vehicle or do we still use.

After being transferred to Haval last week and going on Friday 13/06/2025, I was advised that I would be contacted the following week Tuesday as the Monday was a holiday, Tuesday came, no one contacted me.

I called Thursday and advised I was not contacted, the receptionist apologized and said she will get him to call me back as he is very busy in meetings. It is Friday morning at 05:31 and still no call or acknowledgement.

The service is unlike anything I have ever experienced before. Secondly, for a brand breaking into the market and putting trusted brands behind, this is no way to treat your clients. Expecting my wife to drive a vehicle which is clearly not 100% ,with SAFETY CRITICAL CONCERNS.

I am incredibly unhappy with the service, failure to act, lack of concern or commitment and unprofessional behavior displayed by Cherry and Haval. We definitely will not purchase this brand again. As a husband, all I want is for a road worthy vehicle that is safe for my wife who loves her vehicle to drive. Unfortunately, this is not what we have been afforded.

We now understand why it is more advisable to stick with trust, reputable brands that are known. Huge lesson learnt.

Disclaimer: This is based purely on an account of my experience. Further to this, we will be flagging this to MFC as my wife cannot pay over R10k for a vehicle she is not driving and I will be reporting this to the Ombudsmen on Monday the 23/06/2025 should we not receive a response by then.