Substandard service quality unjustified charges cheating purposeful delay

The experience has been exceedingly frustrating and inconvenient, and I feel compelled to document the numerous issues encountered during this service period. Issues Encountered: 1. Delayed Return of Vehicle: My car was submitted for repair on 01.06.2024, with a promised return date of 25.06.2024. Despite this, I didnot receive my vehicle until 27.07.2024, causing significant inconvenience. 2. Inadequate Communication and Transparency: Throughout the repair process, the service advisor failed to provide timely updates or detailed information about the damages and parts replaced. I had to repeatedly contact the service center to obtain status updates. 3. Unjustified Fuel Charges: On 13.07.2024, I was informed that the car required ₹1000 worth of petrol to complete the programming, despite the vehicle having sufficient fuel when it was submitted. This charge seems excessive and unjustified. I request clarification on whether such fuel charges are typically the customer's responsibility. 4. Issues with Insurance Claim Processing: The bill submitted to the insurance company was incorrect, causing delays. Despite assurance from the insurance company that the claim was approved and would be paid upon receipt of a corrected bill, your service center refused to release my vehicle. I was forced to pay the full amount via credit card to retrieve my car, which was both stressful and inconvenient. 5. Substandard Quality of Service: Upon receiving my vehicle, I noticed that the platform mat was detached and the sponge fitted to the mudguard was not replaced. This raises concerns about the quality and completeness of the repairs, especially considering the billed amount of ₹1,07,820 and the two months taken for the repairs. 6. Delayed Bill Provision: Despite arriving at 11:40 AM on 29.07.2024 to collect the correct bill, I had to wait until 03:45 PM to receive it. This delay was unnecessary and inconvenient, especially after having paid the full amount and requested the bill earlier that morning. Timeline and Actions: 1. 13.07.2024: The service advisor called and requested ₹1000 for fuel to complete the programming. 2. 15.07.2024: The service advisor confirmed that the work had been completed. 3. 18.07.2024: The service advisor called to inform me that the bill had been submitted to the insurance surveyor and promised to send the surveyor's contact number. 4. 19.07.2024: I did not receive the surveyor's contact number. I called the service advisor, who advised me to call the surveyor after Monday (22.07.2024). 5. 23.07.2024: I called the surveyor, requested cashless processing, and quick submission of the report. The surveyor submitted the report the next day. 6. 25.07.2024: I contacted Insurance customer care, obtained the branch head's mobile number, and called her. She provided the section number and the contact for the claim processor, an Assistant Manager, who advised me to call the next morning for processing completion. 7. 26.07.2024: I called the insurance processor, who reported an issue with the bill (incorrect GST type). I informed the garage to correct the bill. The service advisor sent the corrected bill in the afternoon, but it was still incorrect. The Assistant Manager sent a liability email to the garage approving the claim amount, pending submission of the correct bill. 8. 26.07.2024 (continued): I requested the release of my vehicle from the service advisor, who refused. I then contacted the service manager, who needed to discuss the matter with the insurance head. I provided the insurance head's number for clarification. 9. 27.07.2024 (Saturday): I called the service manager, who delayed further action. I contacted the insurance head again, who facilitated a call with the Assistant Manager. The Assistant Manager advised me to contact the service manager again. Despite it being a holiday, the insurance staff provided excellent service. 10. 27.07.2024 (continued): The service manager still refused to release the vehicle despite assurances. I offered to provide a cheque and original RC as security, but this was denied. Eventually, I paid the full amount via credit card to retrieve the vehicle, requesting the correct bill for reimbursement on Monday. Request for Detailed Service Report: Given these issues, I request a detailed report of the services performed on my vehicle, including day-by-day service details and before-and-after photos of the parts replaced, from 01.06.2024 to 27.07.2024. Concerns Regarding Service Policy: Additionally, it appears that the delay and refusal to release my vehicle were influenced by the fact that I did not purchase insurance from your tie-up company. I would like to understand if this is an official policy, as it contradicts the principle that consumers have the right to choose their service provider. I request immediate attention to these issues and expect a prompt response with the detailed service report and an explanation of your service policies. I encountered several issues during the service period, including delayed vehicle return, inadequate communication, unjustified charges, substandard service quality, and delays in insurance claim processing. Despite my concerns, I have yet to receive a detailed service report or a response addressing the service quality, behaviour, and attitude of the Service Manager and the service advisor . Additionally, while I appreciate the prompt action taken on 08.08.2024 to replace the battery and mudguard cover sponge after my vehicle's breakdown, I am still awaiting a response regarding my concerns about the detached floor mat and the non-replacement of certain parts, such as the mudguard cover sponge. These issues raise serious doubts about the integrity of the service performed and the parts billed for replacement, including critical components like the wiring kit, which could pose safety risks. Given the potential safety implications of any undisclosed service deficiencies, I urge you to provide the requested service documentation and photographs of the faulty parts before and after replacement. The lack of transparency in this matter is deeply concerning and contradicts the expected service standards of company. Additional Breakdown Incident: On 21.08.2024, at approximately 1:30 AM, while returning from Ernakulam in rainy conditions, the wiper on my vehicle stopped working, leaving my family and me stranded on the road. Despite the water spray functioning normally, the wiper failed. I contacted the Service Advisor, but he disclaimed any responsibility since the vehicle was received more than two weeks ago, and I had registered a complaint against him. I argued that the problem occurred after the replacement of the wiring kit and that the wiper issue was related, but he refused to accept responsibility and advised me to take legal action if I had any complaints. I then contacted the Body Shop Manager who, due to the lack of a nearby service center and the late hour (01:30–02:00 AM), was unable to assist and advised me to drive the vehicle to home, promising to attend to the issue in the morning. Left with no other option, I drive approximately 100 km in heavy rain without a functioning wiper, putting the lives of four people at risk. At 01:30 PM, BSM and the technician who attended to the previous breakdown on 09.08.2024 rectified the wiper problem. This is the second breakdown I have experienced due to electrical issues after the replacement of the wiring kit. Upon inspection, I found that the wire connected to the wiper was the old one. As you have not provided the requested documentation and photos of the damaged and replaced parts, the breakdowns mentioned above indicate that the wiring may not have been replaced with new parts as claimed. Furthermore, there has been no redressal for the difficulties I have faced to date. In my understanding, it is the customer's right to receive transparent and quality service, and it is your responsibility to provide the same. If you are not providing satisfactory service and customer support, how can I continue to use my Car with confidence? If you are unwilling to provide the necessary service and redressal, please arrange for a full refund of the on-road price and the ₹1,07,921 I have paid for the repair, as I do not wish to jeopardize my peace of mind. A customer purchases a vehicle for long-term use, typically for a minimum of 15 years, not for a mere one or two years. Regarding the previous email, you mentioned that claim amounts are typically processed within 5-7 days through your tie-up insurance companies. I would like to clarify that in my case, when I submitted the correct bill on the same day, my account was credited with the full amount within 4 hours. This demonstrates that, compared to your tie-up companies, my insurance provider offered exceptional service. They provided a liability letter for releasing my car with the clause, "Funds will be released after submission of the correct bill." I see no issues with the insurance company's handling of this matter. It is your responsibility to provide the correct bill. If cashless billing was not possible, why the bill was issued in the name of the insurance company. From the beginning, you have been attributing all issues to the absence of a tie-up with the insurance company. I have refrained from lodging a formal complaint about a single case, but I believe you have not reviewed the full details of my email. Please provide clarification on the following issues instead of attributing the delay in delivery solely to the lack of a tie-up with the insurance company: • Inadequate Communication and Transparency • Unjustified Fuel Charges • Substandard Quality of Service • Delayed Bill Provision • Breakdowns Due to Electrical Issues After Replacement of the Full Wiring Kit • If cashless billing was not possible, why the bill was issued in the name of the insurance company. • In your last email, you mentioned that the test run covered 30 km and the programming took 10 to 15 minutes. I paid ₹1000 for refuelling, which amounted to 9.32 litres of petrol at a rate of ₹107.25 per litre. When I submitted the car, there was approximately one bar of fuel (around 5 litres), and when I received the vehicle, the last bar of the fuel gauge was blinking, indicating it was nearly empty. • I am specifically requesting clarification on the mileage achieved during the test run and reprogramming of my car carried out by your well-known, experienced drivers or technicians. I am not concerned with the fuel level at the time of submission; I only need an explanation for the use of 9.32 litres of fuel over a 30 km test run and 15 minutes of programming. • Additionally, some of the parts listed on the bill are identified by codes only. As I am not familiar with these codes, I requested an explanation. Unfortunately, this matter seems to have become unnecessarily complicated. • I would like to remind you once again that it is your responsibility to address the doubts and complaints of your customers. From the beginning, you have been misleading and suppressing information, which feels insulting to a customer. My last mail was on 31.08.2024 Given the lack of resolution, I intend to escalate this matter to a higher level. Therefore, please provide me with the contact details of the CEO ,but there is no response received till date. As the issue is life threatening (if not replaced the wiring kit it may lead to fire) I am not willing to use the vehicle no more.car cost 9.5 lakh and service cost 1,08,921 ie direct lose 10.59 lakh. Kindly provide legal advice in this regard.