BMW India — totally unsatisfactory service from evm, autokraft, kochi, kerala

Address:Ernakulam, Kerala, 682024

Hi

I am extremely sad to write such a dissatisfaction letter to such an esteemed company like BMW. Let me introduce me first. I am Dr Vijayamohan from Kerala, the southernmost state of India. I am an Orthopaedic surgeon specialized in Joint replacement surgery and is heading the unit in one of the most advanced tertiary care hospitals in Kerala namely Astermedcity ( www.astermedcity.com).
Since the last 5 years I have been using a 520 D and I was actually in love with that machine and when I decided to buy a new car I never had a second choice. I was only confused which model of BMW I should go for. Finally I decided to go for the new 630D GT and there were two agencies in my city, Kochi competing to make me buy from their shop. The Platino and The EVM Autokraft. After few rounds of negotiations with both dealers I decided to buy the car from EVM Autokraft.
The services from the dealer in terms of showing me the models and giving me test drive etc were splendid from both dealers. Things went superfast till I pay the whole amount. The whole money was paid on 2nd August, Thursday and also they insisted to take the old car (as buy back) on same day. So I gave everything as they have requested, but saw things going wrong after that. Earlier they promised that the car will be delivered the next day of me making the payment. But after paying the amount in full I had to wait couple of days again and they blamed the regional registration office for that and assured me that the car will be delivered on Monday 6/8/18.
But I was not getting any confirmation till evening of 6th September and so I went to the show room by 5 pm in the evening and saw the delivery bay empty and on enquiry I could understand that the car was not ready for delivery. That was not even registered as they haven’t paid the nominal registration amount to regional transport office. I insisted on getting the car that day itself. So they brought the car from the backside, dusted in front of me and just covered it with cloth and made me do the so called unveiling ceremony. Finally I had to take an unregistered vehicle home, that too because I kept my foot down that I cannot wait any more. Even after that I couldn’t use the car three more days as registration procedures were delayed again and finally they gave me the registration number on 9th Thursday night. So after paying the whole amount for a premium car of a manufacturer like BMW and also surrendering my old BMW I had to resort to taxi for 5 days for my various commitments. I could start using the car only by 9th September

I have asked for an all-weather floor mat for the car. I was getting promises that the mat will come from Bangalore and so it needs couple of days’ time. Every time when I call or message this “couple of days” was repeated and the floor mat never arrived . After couple of weeks they told me BMW do not make any floor mats and asked me to search in local market!!
On 17th of August I had an unfortunate incident. When my car was waiting in the traffic signal one young chap in bike came, tried to squeeze in between my car and another lorry waiting on my left side, got skid and his bike handle came and hit on the left tail lamp side and the lamp cover got broke. When I came out of my car the boy was all in tears and pleading mercy as he is just a sales person in a small shop and do not have any money to give me. I had no other choice other than letting him go and to suffer my damage myself.
I immediately informed the show room about the incident and sent the pics of the broken light. Thanks to the great service of your dealer I got it fixed on 11th September. So it took almost a month for them to call my vehicle and repair the damage. That too after so many number of messages and phone calls from my side. Every time the dealer / service centre says that they need more time to procure the light. So after spending so much money to buy a premium vehicle from an esteemed company like BMW there is no guarantee that you will be looked after well once they get the money and get the vehicle out of their show room. It is really amazing how these people gets insensitive once the sale is done. That too even for a vehicle for which RTO registration is not yet over. The last 10 days at least I was getting the same answer – “The light will reach tomorrow”
I have few doubts here
1. Is the side tail lamp cover is so flimsy that it will break with such a low velocity rub? Is it not a manufacturing defect?
2. Don’t you think it is a totally unsatisfactory service from the dealer / centre to delay the repair of a brand new vehicle so much and force the owner to drive around with a broken new car?
3. If it is a manufacturing defect is it fair to make me pay around 34, 000 Rs /- again for that?

My biggest upset and surprise was yet to come. Couple of days ago I received the vehicle insurance policy certificate. The IDV (insured vehicle price) is shown as 64 lakhs. Actual price shown in the manufacturer price list is 7470000 they have declared to RTO is 74.4lakhs and made me pay the tax for the same. But to keep the insurance premium low (which they have communicated to me to prevent me from buying from the other dealer and also to avoid me talking insurance from a nationalised company) they have shown a reduced price as the cost of vehicle. Up on enquiry with some of the insurance advisors and legal practitioners I came to know that this is totally illegal and punishable as per the rule of the land.
The Indian insurance regulatory authority clearly says that the IDV should be calculated based on the declared value of the vehicle at time of registration and any discounts or offers given by the dealer is from his profit and should not be taken in to account when calculating the tax or insurance of the vehicle. The owner of the vehicle is entitled for an IDV calculated based on the manufacturer listing price based on which he has paid the tax. I tried to talk to the dealer officer staff concerned with insurance and they out-rightly refused and said since it is already done nothing can be done. They also told me they are not bothered about what Insurance authority says and they will do only what they have done now and no point in me talking to them anymore. The officer in charge of the insurance in the office was very arrogant when talking and when I mentioned about the Indian law he was trying to tell me that they don’t look into any regulatory authority.
Surprisingly the Mr Anoop from EVM who is the single point contact I had in this car deal has suddenly became very busy with other customers. Earlier he used to attend my calls on the first or second ring I had to call him multiple times to get him on phone and whenever he attends the call he will say he is busy with a customer and will call back. But that call back never happened.

On buying back my Old BMW they have made me signed a sale deed with one Mr Viju Ismael on 6/8/2018 but I have realised that even after weeks they have not changed the registration of the car to the new owner. This makes me at a very high risk as whatever the new owner do with the car I will be responsible
When enquired with regional transport office they told me they have not received any application for changing the owner ship. I immediately contacted the BMW dealer and asked them to take steps to correct this but nothing was done. I have notified the regional transport authority also about this. But even today the 13th September 2018 the registration still remains under my name
And now the CEO of EVM autokraft today has told me that car is not yet sold and is still under their custody !
So I have two doubts
1. Why Mr Anoop insisted for handing over the car on 3rd of August itself? What he told me was that the buyer wanted it immediately.
2. If they have not sold the car then who is this Viju Ismael who has signed in the sale deed?
3. If they have not sold the car why did they made me signed in a false sale deed? Is it not illegal?

Lastly I have just received a policy certificate from HDFC Ergo for my old car in my name. I have not applied for any insurance or have entrusted anyone to take insurance on behalf of me. So how can they take insurance in my name without, my knowledge or consent. Also they have used my 50 % NCB certificate to claim NCB for old car without my permission or knowledge. How easily they do illegal things!!!

I am really sorry to see these much of bad experience after purchasing a premium vehicle like 630 d sport GT from BMW. I am sure this doesn’t suite the declared service and quality policies of a great car company like BMW. I request you to look into the matter and take necessary steps so that as a genuine customer I will be given justice by correcting the fraudulent activities these people have done and also by giving me proper compensation for the time and energy I had to waste because of the un professional and dishonest activities of the staff in the dealer ship and also the physical and mental agony I have suffered

I hereby want to inform you that if your good office do not immediately intervene and correct the irregularities and pay me adequate compensation I will be moving legally against your company and dealer ship as per the concerned rules of Indian law

Thank you

Dr Vijayamohan
Was this information helpful?
No (0)
Yes (2)
BMW India customer support has been notified about the posted complaint.
Complaint comments 

Post your Comment

    I want to submit Complaint Positive Review Neutral Comment
    code
    By clicking Submit you agree to our Terms of Use
    Submit
    BMW India
    customer care contact
    Customer satisfaction rating Customer satisfaction rating is a complex algorithm that helps our users determine how good a company is at responding and resolving complaints by granting from 1 to 5 stars for each complaint and then ultimately combining them all for an overall score.
    Read more
    35%
    Complaints
    782
    Pending
    0
    Resolved
    276
    BMW India Phone
    +91 12 4456 6000
    BMW India Address
    Plot No. 2-B, Phase 1-A, Verna Industrial Estate, Verna, Goa, India - 403722
    View all BMW India contact information