Appalling Service and Disrespectful Treatment and Service at Haval Alberton

I am writing to express my deep dissatisfaction with the appalling customer service my mother has consistently received from Haval Alberton.

In February 2025, my mother experienced issues with her vehicle and clearly explained the problem to Shaun, an employee at the dealership. She even referenced the car’s manual to help him understand what the fault was and the signs the car kept showing according to the cars manual. However, without properly assessing the car, Shaun insisted—just by looking at it—that it required a mayor service. He dismissed her concerns and claimed he knew what he was talking about.

She paid just over R5000 for this service. Despite this, she was called in to collect the car but still , the car had no power and was not functioning, it could not even leave the dealership and therefore she had to leave it behind again. An inconvenience as this is her primary mode of transportation. A day or two later, Shaun called to inform her that the throttle body now needed to be replaced. She then paid a further R6300 for this repair.

Understandably frustrated, she contacted the manager to explain that the mayor service seemed unnecessary in hindsight and that it would have made more sense to fix the throttle body from the beginning. Disappointingly, the manager did not take any meaningful action or attempt to mediate the situation or hold Shaun accountable.

Fast forward to Monday, 19 May 2025, less than three months later, the exact same issue recurred. The vehicle was towed in and arrived at Haval Alberton on Tuesday, 20 May 2025. My mother was contacted by another employee regarding the situation. When she explained that the car was displaying the same error messages as before, she was told she would need to pay R950 per hour for a diagnosis (up to R2000), and another R6000 for the same part again—because, shockingly, neither the part nor the electrician’s work carried any warranty.

Seeking clarity and answers, she went to the dealership in person. Upon asking who had spoken to her so rudely over the phone, the employee proudly identified himself, confirming his dismissive tone was intentional.

She tried to ask valid and reasonable questions to understand why the same issue had resurfaced so soon and why she should be expected to pay again. In response, she was met with rudeness and condescension. The employee bluntly asked why she even brought the car in if she didn’t want it diagnosed, showing no empathy, no professionalism, and zero willingness to assist. He continued to insist she must follow Haval’s processes, regardless of how unreasonable or repetitive the charges were—essentially acknowledging that the initial repair might have been misdiagnosed but taking no accountability.

As she was still trying to understand why a part that lasted 5 years suddenly kept failing after their intervention, this same employee dismissed her and said he had other customers to attend to. This shows that customer service, respect, and accountability are completely lacking at Haval Alberton.

This level of service is unacceptable. My mother is a paying customer who has spent over R11,000, and she has been treated with disrespect, dishonesty, and a complete lack of professionalism from multiple staff members—including management.

We urge Haval Alberton and its management to take this matter seriously, review their service standards, and address how they handle repeat issues and customer concerns. No one should be expected to pay R6000 every three months for unresolved issues caused by poor workmanship and staff misconduct.