Maruti Suzuki — Non adherence to commitment to provide ciaz rs model

I am a retired Army Officer and recently booked a car of my choice with your company which unfortunately has not been handed over to me in spite of it being available at the dealer and payment being made to them. Dealer in question here is Pasco Automobiles Sector 18, Gurgaon, Haryana Name of the Chief General Manager – Mr. Madan Lal Yadav (phone number [protected]) Representative’s involved – Mr. Sanoj (phone number [protected]), Mr. Sachin Dagar (phone number [protected]) Canteen Channel - Sainik Car Options & Services Pvt Ltd. Car in question – Maruti CIAZ ZDI+ RS Model – glistening grey – engine # 2713123, chassis # 181471 Chronological chain of events is as follows:- 1. Officer approaches canteen channel to enquire about Maruti CIAZ ZDI+ RS model – grey color 2. Channel calls up dealer and the dealer’s point of contact/representative confirms the car, RS model, glistening grey color is available and ready for handover. 3. Dealer advices to get a ZDI+ purchase order to be created and the difference of amount to be paid to the dealer directly. Confirmation email from the channel to dealer is sent with details of the officer to hold the car in his name (copy of the email attached along) 4. Officer follows direction provided by the representative of the dealer. 5. Dealer questions about payment and purchase order to be created on urgent basis as they cannot hold the car for long. 6. Officer gets the payment ready, applies for a loan, drives down to Ambala canteen depot to get PO ready (dated – 30/12/15) 7. PO is handed over to the canteen channel; next day is the date of delivery of the car. Engine number and the Chassis number is provided to the canteen channel to get the insurance done. Insurance policy issued (dated – 30/12/15) – copy attached along. 8. Officer is told the next day over the phone that the car cannot be handed over due to some system glitch (dated 31/12/15) 9. Officer reaches the dealership, made to wait for 3 hours before he can meet the Chief General Manager (dated – 30/12/15) 10. Chief General Manager shows little to no concern in the matter and tells officer point blank that they cannot do anything in this regard. 11. Office is told to instead take ZDI+ white color model, which the officer declines. This has been nothing short of harassment to a 68-year old Army Officer (Retd.) who was made to run around getting together all the paperwork, so he can enjoy a car of his choice on the new-year day. The promise made by the dealer was not honored at the last moment. This is a malpractice on the dealer’s part which represents the Maruti Suzuki conglomerate. How can Maruti Suzuki India indulge and let this happen under their supervisor beats me!! Mr. Madan Lal Yadav (CGM) who should have provided me with a solution, offers NO solace, compassion, empathy to the customer. Is this what you call putting the customer first?! What Way of Life is this, as the Maruti Logo goes. Why was the engine & chassis number provided to the customer to get the insurance issued if they didn’t want to give the car? Why did they insist every day to hurry up the procedure of taking delivery of the car, if they had to deny it at the last moment? Technically the car belongs to me in the eyes of the insurance company, who is going to pay for the insurance policy? The insurance policy has been issued with no car being handed over. I only started the procedure when the dealer told me the car is available and we can come take it once we arrange the funds. I should not have made a payment in full to the canteen if the car was not available. I should have only booked a car with a small amount, and would have waited with joy for the delivery, had that been told to me in the first go. We are not talking about buying vegetables from a market, the car in question is 12~ lakhs.