We had purchased a car from cars24. as the car was faulty raised a repair request within 2 days. this was not done and so raised a return request within 7 days. Despite calling them daily no response not the ticket. the call centre has a taped response "we will get back to you in 24-28 hours" and no action is taken.
Detailed compliant:
Car purchased - 2016 Ford Ecosport 1.5 titanium TI VCT AT automatic petrol
18/02/21 - This is the delivery date on the app, the actual delivery date of the car is 19/02. The salesperson has taken the delivery code before delivery to finish a 'so-called' process on the system. After chasing with your team, got an email from them rectifying the delivery date to 19/02. So the 7 day return period starts from there.
During the test drive, we found two issues with the car
- Jerking when the car is at slow speed.
- Imbalance in wheel alignment. The car was going towards the left.
The salesperson got the wheel alignment done, the car was better than before but the issue was not fully resolved, the car was still going towards the left.
The salesperson and his manager promised to take care of any issue after purchase.
They called us 20-25 times to make the payment. Didn't give us the 3 day time after paying the token amount to make up our mind. They told us other people were waiting, so please make the payment ASAP. We were going to pay the full amount without a loan so we needed time to arrange. The salesperson harassed us by calling so many times for payment.
After delivery we took the car to Ford authorized service station (FASS), they inspected the car thoroughly and told us that there is a problem with the clutch panel. We sent the report to the salesperson as they had promised to take care of any issue after-sales. He has conveniently told us that they cannot do anything, we should raise a ticket on the system.
22/02/21 - Ticket id 504571 and ticket 501540 - We raised a repair request ticket and attached the inspection report of FASS. We were told that it will take about 72 hours to check the car and rectify it. And once the repair is done and the car is delivered to us, the 7 day return period will start again.
23/02/21 - Car returned back to us without any repair and communication from the workshop.
24/02/21 - After calling the call center so many times, the workshop team sends a video of the car stating they did not find any problem. They didn't even bother to call us and find out why we sent the car for repair.
25/02/21 - Return request raised ( screenshot of my app is attached). A ticket has been raised by your team on 03/03/21 - ticket id 512244
We have made numerous calls to your call center asking them to connect us to some senior manager but the only reply we get is that we will arrange a call back within 24-48 hours. It's been 14 days since we are listening to the same message and no call from any senior manager was arranged.
Please arrange for the car to be taken ASAP and refund our money.
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