I blocked a used Tata Harrier which was priced 14.9 lac while paying token of Rs. 2600/- approx. should I go with CARS24 finance I would end up paying 30k more and the cost would be over 15 lacs, which was understandable and I agreed for the finance option.
As per the 140 check list record the car had no defect. However, during the test drive I felt the clutch was extremely hard and hence, I asked the service advisor Girish to ensure this issue is sorted which was escalated by him the very next day and I was told the car is out for service and the whole clutch plate would be replaced.
Since, I had zeroed on the car, i started engaging with the CARS24 team for finance and submitted all the documents they would require.
In my app, the car advertisement was moved from reserved to sold. When checked with an advisor I was informed that since the car is blocked for me and has gone for service it shows sold. I need not worry about that. I was asked by Girish to rebook the car as it is featuring up for sale again. Which, I could Not understand why as the car was shown sold and it was initially explained that it was blocked for me. However, since all advisors came across polite I tried to rebook it. Which is when I sa the price of the car is increased by over Rs. 15000/- I reached out to customer service and spoke to Himanshu who informed me that the car was actually priced at 14.9 lac and as mentioned earlier including finance charges it would cross 15lac.
Based on this recommendation, I rebooked for a test drive today and paid Rs 999 online. The app prompted me to pay a balance of 6lacs which is when I thought of double checking with Girish, whether there is no price increase. To my surprise Girish mentioned to me that the price is increased when advertised again. And I would have to pay an additional of 30, 000 for the finance charges.
I spoke to customer care and incidentally got Himanshu again in line and I explained the entire scenario, He apologised for the mess up but did not come to any conclusion and neither did he seem convincing to help me out. I did mention to him in several times that I have felt cheated and taken for a ride and I would need to reach the higher ups. Which is when Himanshu offered to escalate the complaint and register the escalation with number 271008, with a commitment they a solution would be giving between 24 to 48 hours.
I have to also compliment that In all my conversation each person I spoke to sounded very cordial and polite.
If I am buying a car worth 14.9lac a 15k would not mind much. However, I have to bring forth the mal practice in CARS24, which makes then customers feel cheated.
Truly hope the Customer engagement system in the company works and solution is offered.
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