Formal Complaint – Unacceptable Service and Dispute Between Chery Century City and Somerset West Branches

Dear Chery South Africa,

I am writing to formally lodge a complaint regarding the extremely poor service I have received from your Chery Somerset West dealership, and the ongoing inconvenience caused by a lack of accountability and communication between the Somerset West and Century City branches in Cape Town.

My vehicle was initially taken to Chery Century City for a service, during which I specifically reported an electrical issue that causes both the headlights and brake lights to blow. They were unable to identify the cause of the fault. I subsequently took the vehicle to Chery Somerset West for a second opinion. There, I was advised that the battery was the root of the problem and was charged over R4,000 for a replacement and associated labour.

When I queried this with Chery Century City, they provided clear documentation showing that the battery had already been tested and found to be in perfect working order. I returned to Chery Somerset West with this evidence and requested a refund – at the very least for the labour – as their diagnosis appears to have been incorrect. I was met with dismissiveness and resistance, particularly from a staff member named Kim, who has provided little to no assistance and responds to emails only after days of delay, if at all.

To date, no resolution has been offered, no accountability taken, and no form of customer care extended. Chery Somerset West had my vehicle for three full days and concluded the battery was the sole issue – a conclusion now in question, given that the headlight blew again shortly thereafter, and the vehicle is currently back at Chery Century City, where the issue is being escalated to Chery South Africa. This speaks volumes about which branch is upholding your brand’s reputation and which is actively damaging it.

I would like to explicitly state that Warren from Chery Century City has been exceptionally helpful and professional throughout this process. The same, however, cannot be said for the Chery Somerset West team, whose conduct has been nothing short of dismissive, negligent, and unprofessional.

As a paying customer, it is not my responsibility to chase branches for answers, coordinate between dealerships, or prove technical evidence to validate a refund. I have been left to navigate this mess entirely on my own, and despite all efforts to resolve the matter amicably, I have been ignored, dismissed, and treated with complete indifference.

Given that the original diagnosis from Somerset West appears to be incorrect, and the problem persists even after the battery was replaced, I am formally requesting a full refund for both the battery and the labour charged. This has now gone on for over a month, and the lack of ownership from Chery Somerset West is unacceptable.

If no satisfactory resolution is provided, I will be left with no choice but to escalate this matter further through social media, HelloPeter, and legal channels if necessary. I urge you to take this complaint seriously and ensure that the necessary action is taken against Chery Somerset West and its staff.

I await your urgent response.

Sincerely, Sean Mileham