Bad place to do business with.Lost all my car and dep now due to their neglegence

To Whom It May Concern,

I am writing to formally lodge a complaint regarding my experience with Chery Roodepoort and the "Flexi Drive" rent-to-own service.

From the beginning of this process, communication has been inconsistent and one-sided. After signing the initial contract and making payment, I had to wait over two weeks for the vehicle to be released due to tracker installation delays. During this time, I asked numerous times if a pro-rata payment was required for April, but I received no response until I followed up via phone. I was then assured via WhatsApp on three separate occasions by the financial department(Theresa and Sales person) that my first payment would only be due on May 25, 2026.

When I finally collected the vehicle, I was asked to sign a new contract from Flexi Drive which indicated an April payment. I raised this concern with the representative and the financial officer (Theresa), who specifically told me not to worry and reaffirmed that the first payment was only due on May 25.Now i hear that this Theresa lady resigned and is no longer working there.

Despite these repeated assurances, I received an email from Flexi Drive in early April stating that the vehicle was unpaid and would be disabled. I immediately contacted the sales representative, who promised to resolve the matter with Flexi Drive but failed to do so. Instead, I was told that I needed to call Flexi Drive and resolve it myself. I then contacted the General Manager, Jacques van der Berg, from Chery Roodepoort and provided all requested proof of the payment date confirmations I had received. I received no further feedback.

Yesterday, May 18, my vehicle was disabled due to non-payment. My attempts to reach the General Manager via phone and WhatsApp have been ignored, despite the messages being read.

I have followed every instruction provided by your team and planned my finances based on the official information given to me. It appears that now that the sale is complete, I am being ignored and held responsible for administrative errors made by your staff. This negligence has caused significant distress, as my family has been unable to get to work and I could not take my daughter to the doctor today. I also informed Flexi Drive that I will be making the payment on May 25, but this was ignored.

I request that this matter be resolved immediately and that my vehicle be enabled without further delay. I look forward to your urgent response.

Regards,

Jacques Louwrens