Urgent Complaint Regarding Faulty Car Battery & Poor Customer Service at Tyres & More Centurion Lifestyle under Store Manager Jacques Basson

Dear Hellopeter Team,

I am writing to formally lodge a complaint regarding a defective car battery I purchased from Tyres & More Centurion Lifestyle on the 22nd of January 2025. Just two days after purchase, the battery required a jumpstart, which was highly concerning. To eliminate any possibility that my car was the issue, I took it to a mechanic, who confirmed that my alternator was functioning properly and that the only possible issue was the battery itself.

On February 12, 2025, I returned to Tyres & More Centurion Lifestyle with the faulty battery. I was assisted by Chumani, the sales representative who initially sold me the battery. He was helpful and conducted a battery test, which clearly indicated that the battery was very low and needed to be replaced (supporting pictures attached).

While discussing the issue, three on-site mechanics also assessed my car. They physically tested the alternator by disconnecting the positive battery cable while the car was running, confirming that the alternator was working fine. Additionally, they noticed a strong battery acid smell, swelling on the sides of the battery, and visible acid leakage—clear signs of a defective battery. Chumani proceeded with another test while my car was running, and once again, the test results showed that the battery was faulty.

I expressed the urgency of the matter to Chumani, as the faulty battery was causing me significant inconvenience and financial strain. I had already spent R650 on jumpstarts, and the battery issue was also causing delays in taking my children to school. He assured me that he would contact me with feedback regarding the battery claim.

Shocking Response from Management

Two hours later, Chumani called me back to re-test the alternator, despite it already being checked multiple times by mechanics. Upon returning to the store, I was given an unacceptable response from Manager Jacques Basson and the claims team. They refused to replace my battery based on their tester’s claim that my alternator was supplying 11.39V, despite physical testing by their own mechanics proving otherwise.

When I requested to speak to the manager, I was met with an arrogant, ***********, and dismissive response. Instead of addressing my concerns professionally, he refused to acknowledge the visible battery defects (acid leakage and swelling) and insisted that the alternator was at fault. I even suggested testing the battery in another car, but he demanded that I leave my battery overnight for charging, completely disregarding the inconvenience this would cause me.

When I asked for his full name, he refused and threatened to sue me if I reported him. He also refused to provide the test result documents, claiming that they were "private property," despite using the same documents to deny my battery replacement request. Upon driving home, a strong smell of the battery acid started to enter the car, only to find out that when we got home, the battery was even leaking more, and mine and my children's health & safety were put at risk. Today, on the 12th of January, I had to again spend money on bolts because I could not drive a car with an acid-leaking battery.

My Complaint & Request for Resolution

The battery is clearly faulty, as confirmed by multiple tests and visual signs of damage. It should be replaced under warranty.

The manager’s conduct was unprofessional, dismissive, and borderline intimidating. This matter should be escalated.

I have incurred unnecessary expenses due to this issue, and I demand a prompt resolution before this situation escalates further.

I am deeply disappointed by Tyres & More Centurion Lifestyle’s poor handling of this matter and their unwillingness to honor a legitimate warranty claim. I expect urgent feedback regarding my complaint, as I cannot continue to be inconvenienced due to a defective product.

Thank you, Keneilwe Rasetsoke