Chinese Auto Brands Face Growing Customer Complaints in Mexico

Chinese automotive brands are facing a rising number of customer complaints in Mexico. According to data from the Federal Consumer Protection Agency (PROFECO), Chirey and MG have accumulated a combined total of 181 complaints since 2021.

From 2022 to 2024, Chirey has received 98 complaints, while SAIC, the distributor of MG, has faced 83 complaints from 2021 to 2024. Common issues reported include warranty disputes, manufacturing defects, poor repair quality, and problems with contract cancellations or product delivery.

“These complaints may stem from several factors: consumers’ lack of familiarity with handling conditions, maintenance and spare parts issues, and competition from well-established brands in the Mexican market,” said Eric Ramírez, LATAM Manager, Urban Science.

Ramírez noted that these complaints do not necessarily indicate poor quality in Chinese vehicles but rather highlight a gap in meeting the expectations of Mexican consumers who seek prompt service, competitive maintenance costs, and clear warranty terms.

“A single bad experience can overshadow numerous positive ones, especially when shared widely on social media. It is crucial for companies to uphold their brand promises meticulously,” he added.

Urban Science reports that defects should not exceed 2% of a vehicle's value. For vehicles priced around MX$350,000 (US$17,990), a defect costing more than MX$7,000 could result in significant customer dissatisfaction.

“Dealers sometimes lack sufficient knowledge about warranties, and this often leads to mishandling of complaints,” said Gerardo Gómez, General Director, J.D. Power Mexico. 

Despite these issues, Chinese brands have made notable inroads into the Mexican market. From January to July 2024, they accounted for 9% of total car sales, according to the Mexican Association of Automotive Dealers (AMDA). While their complaint numbers are lower than those of major brands like Chevrolet, Volkswagen, or KIA, the increasing volume of complaints could threaten their market position.