Mahindra And Mahindra — Unfair Deceptive Biased practice by Koncept Mahindra dealer - Complaint number CF[protected]

Address:

sector 48, Gurgaon (Koncept Mahindra)

Hello Mr. Mahindra and executive team,

I hope this email finds you well!

I wanted to reach out to you for a complaint against one of your Dealers Koncept Automobiles located at Gurgaon Sector 48, Haryana. I would also add the lack of support from your complaints department here. Below is my complete case history.

Complaint against Dealer:

The charges I would want to press are Unfair, Deceptive, Unethical and Biased practice in handling my booking of XUV700.

They delayed updating my records by a day to entertain their other customers by unfair means of booking options, such as accepting advance post dated cheque on 6th Oct 2021, accepted bookings via WhatsApp by sharing dealer account number for money transfer. The same was an official statement confirmation given by Dealerships Customer Manager and Point of Contact on a recorded line with your customer care agent on 24th Oct 2021.

Complaint number - CF[protected]

My statement:

I was the 1st person to step in the showroom at sharp 10:00 am on 7th Oct 2021, and my payment was made, file was completed for booking at sharp 10:13 AM 7th Oct 2021 and I was informed by dealer employee that the booking is confirmed on 7th Oct 2021.

Technically, I was in the first 57 minutes of 25000 bookings PAN India.

However, I received a message from your company that my booking date is 8th Oct 2021 and that I shall pay the price and scheduled for delivery as applicable for that date.

I would like to contest that as I was well within my time and at official medium of booking and I request your intervention in this matter.

I was never informed of the said alternative mediums of booking by the dealer or company’s official announcement, otherwise I would’ve sat at home, made the booking at my convenience and not have taken time off my work on a working day to travel all the way to the dealership to make the booking. I accept that I was competing to be in the first lot of bookings as any other customer would, but I used the official route, did not make any ‘under the table’ arrangements with dealership sales team and now I’m being pushed down in the queue despite my right timings.

Please also note, that I did not use website for booking, foreseeing the demand and possibility of site being overtly crowded, so I used other official means.

Complaint against Mahindra Customer Complaint cell: I am a Corporate legal professional and I understand the channels of escalation given by a company are important to be used by customers, before it becomes an executive escalation to CEO/Chairman/Chairperson/ Equivalent authority. So I gave it a try and was promised a callback from complaints cell on 25 Oct 2021 for complaint # CF[protected], but I never received any call, message or email.

Having said that, I would still want your main attention to the complaint against the dealer to help solve my issue.

Evidences to prove my stand:

1 - Call recording in your customer care line, dated 24 Oct 2021 at 9:32 am. This has the statement made by Dealer POC / Customer Manager, confirming the said unofficial modes of them accepting other customers booking and placing their records above mine. (My husband spoke on my behalf). Attached call logs screenshots titled “Outgoing conference call Mahindra CS”, “Outgoing call to dealership”, “incoming Mahindra cs call with complaint number”.

2 -Booking amount Payment notification from my bank at sharp 10:13 am on 7th Oct 2021. Attachment titled “Bank debit msg”.

3 - Booking payment receipt from dealer dated 7th October 2021. Attachment titled “XUV700 booking receipt”

4 - Booking confirmation email was received on 24th Oct 2021 around 1 PM from Dealer post I confronted them on a recorded line with your customer service agent. Attachment titled “post confrontation booking confirmation email”.

Mr Mahindra, I was really exited to be buying my own first car and chose Mahindra XUV700. I did make a booking of Thar back in Jan 2021 but I changed my mind when I saw this wonderful piece of machinery, which solves for all my comfort and capability requirements. Unfortunately, this scam by your Dealership Koncept Automobiles Gurgaon Haryana, had caused me a lot of mental stress and is very disappointing to see their biases, reflecting negative on your company’s image.

I really look forward to your intervention and support in this matter at the earliest possible please.

Regards,

Ruby Sarwal

[protected]

[protected]

Booking number - OTF22A000876