Formal Complaint: Lack of Support from Chery SA & Menlyn Penta Dealership

Chery SA and the Menlyn Penta Motor Group dealership urgently need to be reviewed in terms of the service they provide while representing your brand. Let me outline the level of service I have received:

This was a minor issue, yet it has been consistently ignored. As a customer, it is unacceptable that I have had to repeatedly follow up just to get basic assistance.

I also contacted your Customer Care Centre, but even they were unable to resolve the matter — which makes the situation even more concerning.

Read Email trail Below:

Dear All,

I am still receiving no responses and even tried contacting Chery SA.

To ensure everyone on this email understands just how unacceptable the service levels have been, here is the full timeline: • 10 December: I reported the first issue. It was only resolved on 18 December, 8 days later. • 27 December 2025: I reported the second issue to Jan, with videos and photos. He assured me someone would contact me on the 5 Jan— no one did. • 6 January: I followed up with Jan by message and phone. He cut my call, then said the DP would call me — no one ever did. • 7 January: I called Henry (Sales Manager) to report the issue. I received no response for 9 days — that is 216 hours — until I escalated via email.

This is the level of service Penta offers — consistent delays, ignored calls, and a complete lack of accountability.

Gavin

From: Gavin Gangiah Sent: Thursday, 15 January 2026 14:06 To: '***' <***>; '***' <***>; '***' <***>; '***' <***>; '***' <***>; '***' <***> Cc: 'Saloshini Gangiah' <***>; 'Gavin Gangiah' <***> Subject: RE: EXT: Fwd: Urgent Complaint Regarding Poor After-Sales Service and Fitment Issues 0 Chery Menlyn Importance: High

Dear Henry,

Thank you for your response. While I appreciate the clarification, the core issue remains that I, as the customer, have been left to manage follow-ups, quality concerns, and multiple points of contact without any meaningful ownership from Chery Menlyn and your response still avoids the main concern: accountability.

Regardless of whether the accessories were supp**** by EFC, the fact is that these services were arranged through your dealership, on your premises, and under your guidance. At no point was I advised that Chery Menlyn and Chery SA would completely distance themselves from accountability should anything go wrong. Why did Chery Menlyn recommend, arranged, and facilitated the EFC fitments from your own premises. At no point did Your salesperson Jan - advise that the dealership would completely remove itself from responsibility should any issues arise. Then why do Chery SA & Menlyn, agree to offer after-market products – this should be advised upfront.

The expectation as a customer is that when a dealership facilitates a service or products, they stand behind the quality of that service and product and ensure that the customer experience is managed end-to-end. This has not happened and no accountability.

The fitment issues have occurred more than once. Being told that the bumper “was impacted” is a conclusion I do not agree with your comments, and yet I still accepted the repair without dispute. The ongoing loose components and poor workmanship rendered are not consistent with what was promised at the time of sale.

My concern is strongly about the fitments, workmanship, disrespect & arrogance shown by EFC at their premises, I appreciate the call from Danie - EFC – however he himself feels obligated in calling me and fixing this issue. I refuse to deal with them, and I should not as this service was offered by your Dealership. Further to this, the lack of follow-through, communication from your end , accountability and overall customer care is the other issue. Redirecting me back and forth between individuals and companies is not a resolution, and it is certainly not the service I expected.

I have now dealt with repeated workmanship issues, inconsistent explanations, and a lack of proactive support. Being asked to “engage directly” with EFC—after the dealership coordinated the work—demonstrates a lack of customer ownership from Chery Menlyn.

What I am requesting that Chery Menlyn take ownership of the situation by: 1. One Point of contact and accountability. 2. Inspecting the vehicle after fitments from EFC, an on-site inspection by Chery Menlyn and if passes their quality check then releases the vehicle. This should be standard. 3. Simply – I bring the car back to Chery Menlyn, you coordinate with EFC and give me feedback.

Please advise when I can bring the vehicle in for a full assessment so that this matter can finally be resolved.

Regards, Gavin

From: *** <***> Sent: Thursday, 15 January 2026 12:16 To: Gavin Gangiah <***>; ***; ***; ***; ***; *** Cc: 'Saloshini Gangiah' <***>; 'Gavin Gangiah' <***> Subject: RE: EXT: Fwd: Urgent Complaint Regarding Poor After-Sales Service and Fitment Issues 0 Chery Menlyn

Dear Gavin, Thank you for taking the time to share your concerns. We sincerely apologise for the frustration and disappointment you may have experienced in your dealings with EFC. The lack of follow-up and communication you describe is not the level of service we strive to provide. From Chery Menlyn’s side, I would like to clarify the following points. The fitments added to your vehicle were done at your request and are not Chery SA - supp**** accessories. At your request, we assisted only with guidance and direction, as we have a consultant from EFC (Elise) permanently based on our premises. EFC was therefore engaged to supply and install the aftermarket fitments you requested. Upon collection of the vehicle, there were no reported issues with either the vehicle or the additional fitments. In December, you contacted my sales executive to report that the bumper spoiler was loose and that you were unhappy. Unfortunately, I was not personally involved at that stage. However, I am aware that Elise and the EFC team assisted you and determined that the spoiler had been impacted, which caused it to become loose. This was not attributed to incorrect fitment or poor workmanship. Despite this, EFC repaired the spoiler at no cost to you. In early January, you contacted me directly and explained that several components were again loose and that the vehicle’s appearance was unacceptable to you and looks cheap. You also stated that you did not wish to continue dealing with the EFC staff on site. I advised you that I would contact the owner of EFC so that the matter could be addressed directly between yourselves. At that point, you indicated that you simply wanted the matter resolved. To my knowledge, Danie, the owner of EFC, did reach out to you. You indicated that you did not wish to speak with him. Despite this, he remained willing to assist, even though he was aware that the spoiler damage resulted from an impact rather than a fitment fault. It is important to clarify that Chery SA and Chery Menlyn remain fully committed to supporting you through our aftersales service for the vehicle itself. However, Chery SA and Chery Menlyn are not responsible for aftermarket fitments that were supp**** and installed by a third party at the customer’s request. Responsibility for these items rests with EFC, and I am unable to make decisions on behalf of another business. In order to move this matter forward constructively, I recommend that you engage directly with Danie at EFC to resolve the outstanding concerns. There is currently no fault with the vehicle itself; the issues relate solely to the aftermarket fitments. Kind regards, Henry

From: Gavin Gangiah <***> Sent: Thursday, 15 January 2026 08:54 To: ***; ***; ***; ***; ***; *** Cc: Saloshini Gangiah <***>; Gavin Gangiah <***> Subject: RE: EXT: Fwd: Urgent Complaint Regarding Poor After-Sales Service and Fitment Issues 0 Chery Menlyn Importance: High

Hello Chery Customer Care, Bernice, Henry, and Shaun,

Despite numerous calls to Reception leaving messages, I am now genuinely frustrated and disappointed with the service I’ve been receiving from Chery Menlyn. I’ve made several attempts to get feedback, yet not a single person has contacted me. I spoke to Henry last Wednesday and never received a follow up call. Shaun spoke to my wife, but nothing came of it. It’s disheartening to feel ignored, dis- respected and treated in such a poor manner especially been gracious about the situation at hand but seems it far beyond this team to have this resolved.

It’s incredibly disheartening to feel ignored, disrespected, and treated so poorly, especially considering how patient and understanding I have been regarding the situation. It seems that resolving this issue is simply beyond the willingness or capability of this team.

Danie contacted me last Friday, but I do not wish to engage with him or his team. My previous interactions with them have been extremely unpleasant, marked by arrogance and a lack of customer care. The only exception has been Elize, who genuinely tried her best to assist — however, the broader EFC team’s attitude remains far from customer centric

I have really made every effort to resolve this matter directly with your team, but I am getting absolutely nowhere. Cannot believe this is the level of service, I will have no choice but to consider taking further steps to get this resolved.

Regards, Gavin

---------- Forwarded message --------- From: Saloshini Gangiah <***> Date: Fri, 09 Jan 2026 at 12:48 Subject: Re: Urgent Complaint Regarding Poor After-Sales Service and Fitment Issues 0 Chery Menlyn To: <***>, <***>, Gavin Gangiah <***>

Please find detail below

Kind Regards, Saloshini Gangiah

On Fri, 09 Jan 2026 at 11:51, Gavin Gangiah <***> wrote:

Good Day, I am writing to formally lodge a serious complaint regarding the after-sales service I have received from Chery Menlyn, which has been extremely disappointing and unacceptable. Vehicle Details: • Registration No.: MS14VWGP • VIN: LVTDB24B9SD335500

While Jan from sales Chery Menlyn provided excellent assistance during the purchase and trade-in process, the after-sales experience has been appalling. The spoilers installed by Chery Menlyn have caused repeated issues. Despite sending videos and pictures to Jan, who escalated the matter to the fitment center (EFC), the situation remains unresolved. In December, after reporting the issue to Jan from Sales that the spoilers were coming loose, I was directed to Elize for assistance. Elize set up an appointment to visit the fitment centre early in the morning – 18 Decmber 2025 (i arrived around 8:20 AM) and waited for three hours without any service. No one gave me updates and saw me siting at the waiting area and ignored me completely. Finally when I have complained a dew times, The workshop manager eventually approached me in an extremely rude and unprofessional manner, showing no courtesy or apology. With the rude and unprofessional attitude I left and refused to be treated in such a manner and attitude. Same Day I then drove to Chery Menlyn to speak with the dealer principal but Jan redirected to Elize. I expressed my dissatisfaction with the poor workmanship and cheap products used. Despite Elize’s efforts to assist, I had drove off not impressed with what had occurred and the service I received. She called me back the same day mentioning I have to come back to the dealership due to the suppliers closing and she will take the car to the fitment centre and have it resolved. I made my way back again, as She made sure all was in order on pick up and rop off, In saying this by now I have made four trips totalling over 120 km to resolve this issue, which is highly inconvenient to have such a small issue resolved. Even after these efforts, the problem persists. The back spoiler has fallen off, and the front spoiler is loose with a noticeable gap, makes the car look rally cheap. I shared videos and pictures with Jan, who informed me he could no longer assist as he had been reprimanded from his management for getting involved in the past with the issues received from other customers. Jan mentioned he will share the Dealer principle details which I never got to this day with no call and feedback – very poor – but when he wanted the sale he was the best sales person alive – no words further. Additionally since now Jan was not interested to help, so I Attempted to escalate the matter, where I called into reception put on hold for around 15 mins to get to Henry where I had to again explain my issue, (Henry, the Sales Manager), have been ignored to date, called again this morning and put on hold for 15 mins and a message taken as Henry was busy. I cannot believe this service to date from everyone mentioned. This level of service is unacceptable and reflects poorly on Chery South Africa and International. I am shocked that such dealerships and fitment centres are entrusted with your brand. I demand that this matter be treated with urgency and resolved immediately. Key Issues: • Poor quality installation and repeated failures of spoilers. • Unprofessional and rude behaviour at the fitment center. • Lack of communication and accountability from dealership staff. • Significant inconvenience and wasted time (multiple trips totaling 120 km). • No resolution despite numerous escalations. • I expect a prompt response and a clear plan to rectify these issues without further inconvenience. Regards, Gavin