Agarwal Packers And Movers — Delivered Bike Completely Damaged

Address: Plot No 266 Phase 2 Om Vihar Near NCU University, Sector 23-A, Gurgaon, Delhi NCR - 122017

Website: www.apmpackers.in

On 25 June, I booked the transportation of my Royal Enfield Classic 350 from your company. My point of contact was +91 [protected]. Before the payment was made, the representative was very polite, called me regularly, and assured me that my bike would be delivered in Hyderabad by 1 July. Based on these assurances, I made the full payment, including GST.

However, immediately after the payment, the entire experience changed.

To begin with, instead of sending a vehicle to collect my motorcycle, the person who came to pick it up drove my bike to the godown where it was to be loaded. I was shocked because I expected the bike to be transported safely on a carrier from the pickup location itself. Additionally, the pickup person demanded ₹500 as his personal charge. Since I had already paid the transportation charges, I felt compelled to pay him despite it being completely unprofessional.

I specifically requested that your representative send me photographs while my bike was being packed and loaded into the truck. He agreed.

The following day, I called him nearly 15 times before he answered. When I asked whether my bike had been loaded, he informed me that it had not. Finally, on 27 June, he confirmed that the bike had been loaded. When I again requested the promised photographs, he sent me a picture of someone else's motorcycle and claimed that my bike had been packed in the same way. He then stated that he could not take pictures of my bike because the truck had already left, despite my repeated prior requests. Once again, I felt completely ignored and misled.

From that point onwards, communication became extremely frustrating. I repeatedly requested my tracking ID, truck details, and driver information. Instead of providing these details, the representative continuously delayed, avoided my calls, and frequently refused to answer. Every day, I had to call multiple times just to receive vague assurances that the information would be shared later. At this stage, I genuinely started feeling that I had been scammed.

On 5 July, after waiting far beyond the promised delivery date, I again called him to ask where my bike was. He ignored approximately 15 calls. When he finally answered on the 16th call, instead of helping me, he started yelling at me and told me not to call him repeatedly, saying that he would inform me once the bike reached Hyderabad. As a customer who had already paid in full, I felt completely helpless and disrespected.

Only on 6 July did he finally share the truck driver's contact details. When I contacted the driver, he instructed me to travel approximately 80 km away from the agreed delivery location because there was supposedly nobody available to deliver the motorcycle. I was shocked to learn that, even during delivery, someone would simply ride my motorcycle instead of transporting it safely to the agreed destination.

The driver's behaviour was equally unacceptable. He was rude, abusive, and completely unprofessional.

That night, I travelled to the location. A person arrived riding my motorcycle. The condition of my bike left me completely devastated. The damages include:

The fuel tank is covered with deep scratches.
The handlebar is extremely loose. While riding the bike back, the handle nearly came loose, causing me to almost lose control of the motorcycle and putting my life at serious risk.
The USB charging port mounted on the handlebar has been broken and is missing.
The engine is making unusual noises that were not present before transportation.
The seat has been torn.
The side stand has been damaged/broken.

I have photographs of my motorcycle before handing it over and after receiving it, which clearly show the condition of the bike before transport and the damages caused during transit. I am attaching these images for your reference.

Despite all of this, the representative is now ignoring my calls and refusing to respond to my messages.

This entire experience demonstrates a complete lack of professionalism, transparency, accountability, and customer service. I trusted your company with my motorcycle, but instead I received a damaged vehicle, false assurances, poor communication, rude behaviour, and complete negligence.

I request that Agarwal Packers and Movers immediately:

Investigate this matter thoroughly.
Explain why my motorcycle was driven instead of being safely transported during pickup and delivery.
Explain why I was forced to pay an additional ₹500 to the pickup person.
Compensate me for all damages caused to my motorcycle, including repair costs.
Take appropriate disciplinary action against the employees involved for their unprofessional behaviour and misconduct.
Provide a written response regarding the resolution of this complaint at the earliest.

If this matter is not resolved promptly, I will be compelled to escalate it through the appropriate consumer grievance forums and other legal channels.

I hope your organization takes this complaint seriously and resolves it without any further delay.

Regards,

Rajat Raj Saini