[Resolved]  Carnation — Terrible Service

Address:

Karnataka

I had purchased a used car from Carnation Bannerghatta, Bangalore last year and was very happy with the deal and the initial customer service. I had 2 free service included with my car purchase and during both, the experience was not ideal, but it wasn't what I faced on my 3rd one, which was a paid service.

After being hounded by your telemarketers and telling them that I live right next to the Bannerghatta carnation and I will drop by when I have less use of my car, I finally gave in and booked an appointment for 2nd December early morning on the 29th of November. I get there on the 2nd morning and they have no information about the appointment and I am told they are overbooked, I will only get my car by 11am on the 3rd of December, but they will try for 2nd evening. I had made some specific work to be done, for which the agent told me he will text message the quote in by 2pm, I was there at around 11am. I agreed and came back, I didnt get any text or call regarding my request. I waited till 5pm to call the agent asking what was going on, he said he'll send the quote shortly. I asked him has my car been just sitting the entire day if you havent even given me the quote and got my approval, he said it has been washed and cleaned already. At around 7pm, I get the quote, which I approve immediately.

At 11am on the 3rd December, I call the agent as he didn't call me at all at the time my car was supposed to be done. He said, he'll get it done and call me back by 12. At around 12 he calls and then tells me it will be done by 2:30pm, I said ok, I'll be there by 2pm. I get there at 2pm, the agent is not there, I take a peak at the shop floor, my car is sitting there, nothing was done and the agent had lied to me the previous evening, it has been washed, which even a blind person could tell, it wasn't. For a day and a half, 3 hours late than my deliver time, the car wasn't even touched! I went ballistic and asked for the manager, the receptionist kept pretending to dial the manager, and didn't give me any definitive answer, only told me the car will be done in 1/2 hour. At 2:30pm, the new time that was given to me for the service completion, the manager came, I explained the whole thing and she told me she'll assess it from the shop floor and get back to me. She came back after a few minutes and told me it will be done in 1/2 hour and that it can be delivered to me. I told her, I don't believe it, so I will wait right there.

At 2:50, I asked the manager again if it would be done by 3:00pm, because I could see the unwashed car right in front of me with its hood open and if they were planning to wrap this up in 10 minutes, then I was not going to pay the amount they were asking for as a 10 minute handwash is not worth all the money Carnation charges. The manager disappeared, my new delivery time passed as well, with no sign of the agent, the manager and car still standing where it was when I had got there at 2pm and probably since I had left it since the previous day.

I went to the shop floor, looking for the manager I finally saw my car getting washed at around 3:15 and around 3:30, the manager came and told me its done. I said ok, and waited for the bill. At 3:45, I asked the manager if it would take another 1 1/2 hours for the bill, there was no response and after waiting for another 15 minutes at 4:00pm, I finally got my bill. I made the payment and asked for my car key, I waited 10 minutes but no one got my my keys. At 4:15, I went to the shop floor to find that the car hood was open and work was still going on, cleaning the engine, when I had been told at 3:30, it was done, another lie. I asked whoever was there to leave and give me the car key so that I can go. I got my key and I sat in my car and then the car would not start!! At this point, I had lost all my patience and if I was well built, would have probably punched someone in the face. I dragged the manager to the shop floor and asked her to start the car, she got really scared as if it was going to blow up, this was the only fun part I had during my entire time. Anyway at around 4:30, after having the car jump started, I was able to drive off, very upset and completely driven away from Carnation.

A few questions if you can answer
1. Why do your people lie?
2. Why are you so bad in your estimates?
3. Why isn't there no one incharge there? the manager didn't seem to have any control
4. Why do you overbook if you can't deliver?
5. What value does a 1 year old customer hold to you? In my opinion, nothing
6. Will anything be done about this?

While I was waiting, there was a time when a few staff crowded around a computer, including the manager and the person sitting there was reading them a mail which I overheard was about the amount of complaints they have been having lately, and the entire staff of laughing like they were watching comedy circus. I was completely disgusted by that and have swear to never go back again as the people there are unprofessional, they don't have ethics, they don't have integrity and that's my impression of Carnation now and that's what I will tell the World.