[Resolved] Hero Motocorp — Hero Motocorp - Torturing my father (69Years) after over charging (Rs25000) and not delivering the vehicle from last 7 months | |
Job card of our vehicle (Hero Pleasure) opened on 04.07.2014 with Job card No 7295 and they agreed to deliver on 30.07.2014. We asked to replace some parts in the vehicle. When we gave for the servicing we strictly asked them for the estimated cost for the same. They clearly informed that it will cost around Rs10000. So they took Rs4000 as an advance money for the repair cost with respect to the total cost. As we already informed them that we cant effort more money on the vehicle so when ever the cost increases, they should in form us. After a week we got a call from them and they informed that the cost may increase more 1000Rs. We told we are ok till Rs14000. They just dismantled our vehicle and put aside. They didn't deliver our vehicle by 30.07.2014 as for commitment. After repeated follow up they did not respond anything to us. They told that it is dismantled and parts are not available. Only some parts are available. On my October visit also they were not sure when they will delver my vehicle and they were not responding properly. So I strictly asked them to repair the parts that is available and returned our vehicle because previously the vehicle was in working condition so we can use it as it is. And they are just neglecting and not responding properly, so we thought we can repair with the help of some other service centre instead of waiting as they were not responding to us any more. Here also they committed that they will deliver in a week but later after on follow up they didn't respond again. As we are staying outside of Odisha and my parents cant follow up with them regularly (as they are senior citizen with age 69 ) they just tried to take the benefit out of that. They did not give the vehicle after that also.So we gave up and waited till they delivered the vehicle. Suddenly they called us on December and asked us to bring Rs25000 and take the vehicle. As they clearly know that we cannot effort more than Rs14000, they did not bother to inform us also. As they know we are staying outside and cannot reach immediately they are not giving our vehicle to my parents and not interested to talk with us over phone. Now they neither responding to us over phone or nor delivering the vehicle to us. If any of my relatives reaches there to receive the vehicle with the job card they are not delivering and asking us to come down, which is not possible at this time. Its almost 7Months the vehicle is with them. 1> How they estimated the cost so much wrongly in the initial stage and charged Rs4000 as advance? How they were so negligence in the calculating the approximate estimated cost? or any intention behind this? 2> When for the first time they feel that the cost may increase more Rs1000, at that time they informed us but why they didn't informed us later whe nt he cost raised to Rs25000? Is there any intention behind this? or they didn't feel that they should inform us when the customer is strictly told that cannot bear the cost more than Rs14000? 3> In my October visit when I told that returned the vehicle after assembled the dismantled pieces and fix only the available pieces, why they didn't do that? 4> Why they were committing multiple times with out any proper estimations as they don't know the calculations? 5> Although they know that my father is senior citizen and he cannot follow up with them, why they are not responding us over phone? 6> How can the servicing of a vehicle is Rs25000? And they were so much negligence in informing us? Its totally unfair that you will estimate for Rs10000 and suddenly ask the customer to come up with Rs25000 and take the vehicle. Currently they were behaving just nothing more than asking us that the vehicle is with them and you cannot do anything. Pay the amount as per they were asking and take the vehicle. As I know, Hero is a very well known branded company with respect to product and providing service, I expect here also they will do proper justice and help us. We are waiting for the reply and a call from Hero service as we already loosed patience for the same. I never ever had such type of worst experience with any brand. My contact number : [protected] Below are the more details and and I will also attached all corresponding documents. Vehicle details: Job Card Number :7295 Dated 04.07.2014 Vehicle number : OR 07 N 4316 vehicle : Pleasure Advanced receipt number :[protected]SPAY[protected] Service centre: LAKSMI MOTORS DHARAMNAGAR, 5TH LINE EXTENSION, NEAR SUDHIR HEART CLINIC BERHAMPUR ODISHA, 760002, CONTACT#[protected] AUTHORISED DEALER:Hero MotoCorp Ltd
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Aug 14, 2020 Complaint marked as Resolved | |
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+91 11 2614 2451
+91 11 2614 4121
34, Community Centre, Basant Lok, Vasant Vihar, New Delhi, Delhi, India - 110057
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Warm Greetings To You!
This is in reference to your complaint mail received on 11th Jan 2015 for the repair of vehicle no. OR 07N 4316, we have thoroughly analyzed your case and investigated up to the depth with our entire workshop team as u had mentioned that your father had experienced inconvenience due to us.
First and foremost we would like to bring to your notice that your father had never visited our premises in the entire period of your vehicle servicing and repair. We believe that there is some miscommunication & confusion and this could have happened also due to involvement of more than two to three people in taking decision with regards to the vehicle given to our workshop. Inspite of all this since we at Lakshmi Motors believe that every customer is the most valuable HERO customer we try our level best to move along and be flexible with the customer’s needs and requirements as your time is very precious to us also. Hence please allow me to give a short and brief playback with what exactly had happened
•[protected] Vehicle was brought to workshop by your younger brother Mr.Asish patro, ( Job Card opened[protected]RJC[protected] the complaint given was to replace all body parts and he was not sure about the color and he said that he would get back to us after discussing with his brother-in-law & his family and also if any further jobs that need to be done. We accepted the vehicle & an estimation was given for 15000/- with an advance amount of Rs 4000 given to us. And we waited for the further instructions.
•[protected] The customer decided the color and a new job card was opened & the previous job card was closed and simultaneously a VOR was placed on the same day as an additional complaint of silencer was given and our team had given an estimation of 6000/-additional along with the previous job estimation of 15000/-. This was informed to the Mr.Asish patro and he agreed for the same. So we started the work and the vehicles repair work was done on[protected] and we also informed Mr.Asish patro about the engine sound and other job works and also communicated him about the additional cost for the same.
•[protected] Mr Asish patro called us and asked us to proceed for the engine repair and we had informed him that we will have to do engine over hauling and need to replace new crank shaft, bore piston etc. Mr Asish patro asked us to do the needful asap.. We informed him that all this would cost extra and the cost may increase up to 25000/- as per our additional estimate, we never forced the customer to do the repair. He agreed for the same but could not approve this by his signature as he is out of town and agree up on call and never turned up again.
•[protected] Mr Santosh (relative of Mr.Asish patro) was constantly visiting our service centre and the same we were also updated the status of vehicle time to time to Mr.Asish patro on his mobile number [protected]. Some engine parts were not available and we were in the process of obtaining them through VOR order.
•[protected] The vehicle was ready for delivery and from then onwards multiple calls were given from our end to Mr Asish patro & Mr santosh to kindly visit us and take the vehicle. At That Very moment also customer never shows his dissatisfaction over the job works and price estimated.
•[protected] We had telephonic discussions with Mr. Asish Patro and tried to sort out his concerns but we can’t come up with a solution as he was busy in his office and requested us to contact with him on Saturday on 17th of Jan 2015.
•[protected] We again had telephonic discussions with Mr. Asish Patro, Mr. Pravin Patro and their relatives, we extends our sincere support to them and assure them that we only provide services as per their new requirement and requested to re-assign us the job works they need to do with their vehicle, so that we will hand over their vehicle to them in very short span of time.
Finally I would like to conclude the mail by saying that we have always tried our level best being the most oldest dealer of Valuable HERO organization to serve our customers at all times. Inspite of our repeated follow ups nobody has come forward to take the vehicle. In addition I would like to inform you that we have always been flexible with our customers and never force for extra job work. If the customer would have come for the vehicle and if he thinks that the cost is too high at that point of time we would have never stepped back to cut the cost of our labour and profit and we would have definitely given some discount as a part of our goodwill gesture. But since we received no response from anyone from your side we were helpless. When we suddenly received a mail from your end we were taken a back as the practical situation was entirely different.
Since you are away and concerned about the issue we immediately started working on this and found out the entire problem as we also understand and respect your time and your concern for your father, But your father was never involved in this entire process and we request you to please discuss with your family and they can visit us any time according to their convenience so that we can sort the issue at the earliest as we also do not intend to lose a prestigious customer like you.
With Regards
Akhil Kumar Pattnaik
Customer Care Manager
For Lakshmi Motors