Automark Motor Private Limited — My Jetta given for service and minor repair to Automark (Authorised Dealer of VW) stolen from their workshop

Address:

New Delhi, Delhi, 110044

The facts of the case are as follows: I gave my VW Jetta (Registration No. MH01BF1625) to VW Capital (Automark Motor Private Limited), Mohan Cooperative Industrial Estate, Sarita Vihar, New Delhi for service and minor repairs on 12th July 2016. On 17th July, they informed me that an employee who was engaged as the security guard stole my vehicle at around 3.30 AM of 17th July. An FIR and a police complaint was filed on 17th but there has been no trace of the car or the thief so far. The investigation by the police is being hampered as shockingly Automark Motor Private Limited does not have any identity or address proof of the guard who was allegedly engaged on a temporary leave vacancy on 16th evening! Such negligence and breach of faith causing huge financial loss to an unsuspecting customer is unimaginable and unheard of in annals of auto repairs and maintenance.

From my discussions with their top officials it appears that they feel that since my car was insured by me, the insurance payment that I may receive in future is adequate compensation for my loss. They also tried to convince me that this was not their fault but the fault of the security agency appointed by them. It is shocking that an Authorised Dealer of a well known brand like VW can be so nonchalant and uncaring about grossly deficient customer service and can feel they can wriggle out of any responsibility toward a customer who has suffered because of their gross negligence and criminal breach of faith.

Ironically as a settlement they offered to give me a "generous" discount of Rs.3.00 lacs on a similar car of 2015 make and asked me to pay Rs.21 lacs for it! Another 2015 car which had done 8500 kms and probably used as a test drive vehicle, was "very graciously" offered to me at a price of Rs.17 lacs! Shockingly they expect me to pay for my loss. And there the matter rests though they claim they are “searching” for a suitable replacement!

It is not just the financial loss, but it can be appreciated that I have been made to suffer serious mental stress and agony, inconvenience and a feeling of helplessness and harassment. And Automark and its officials have so far conveyed only their apologies for committing gross negligence and criminal breach of faith. In fact, I had to return the “courtesy” car sent by Automark as the front left tyre and stepney were damaged, the left rear door couldn’t be locked, the clutch was very hard and the right suspension or steering system was making a disconcerting noise while being driven. So much for the “COURTESY” shown! They have now promised to resend the car after checking / repairing the faults.

It is high time that Automark Motor Private Limited, a Authorised Dealer of a reputed brand like VW, takes responsibility for their gross negligence and gives serious thought to the formidable VW brand they represent and what it means to customers, principles of customer satisfaction if not customer delight and natural justice.

As a lot of time has already been wasted by them, I hope they take this complaint seriously and VW ensures that they resolve my complaint early.