[Resolved]  Hyundai Santro Xing Xl — Improper Service rendered at L. A. Motors Pvt. Ltd.(Authorized Continental Hyundai Service Station)

This is to bring to your notice that I have received very pathetic service in one of your service station L. A. Motors located at Godown – D, Nahur Road, Dalmiya Estate, Opp. P & T Colony, Mulund(W), Mumbai (Authorized Continental Hyundai Service Station) when my vehicle Santro Xing XL (MH03-AM 1067) was given for repairs after it had met a road accident on 16th March, 2009.

Firstly, I was given a very cold reception as the service center officials were not even ready to take my vehicle in for repairs as it was not insured with HDFC whom they had tie up with. They tried to guide me some other service station. I was just afraid that the situation of my vehicle would deteriorate further if I had driven it further if I drove it in the same condition as the engine was giving turning hot even on driving small distance. After repeated requests they admitted my vehicle under the condition that I will not get any cashless claim from insurance. They said that they will order the spare parts to be replaced from the Chennai plant which will take a week’s time. They gave an estimate of Rs.80, 300 as the total cost of repairs.

I repeatedly kept calling the service centre after a week’s time for the progress. Most of the time the call left unattended as the person looking after the repairs, Mr. Kunal was not available due to varied reasons. After deliberate attempts, I was informed that the spares had not yet arrived after three week’s time. Hence no work was started on my vehicle. I was asked to contact Mr. John of Continental Hyundai personally for quick delivery. After a week of repeated calls to him I got a confirmation from him that the required spares had been procured.

After another couple of weeks I was given a final date of 30th April, 2009. When I went to collect my vehicle I saw that the black plastic cover over the front dashboard just over the staring wheel was repeatedly scratched which gave a very dismal look to the vehicle. I brought the same to the notice of Mr. Kunal. He was very adamant at first and claimed that it was present previously. I told him that this thing is damaged in the workshop as this was not mentioned in the receipt when the vehicle was admitted. Moreover the whole dashboard plastic cover did not have any impression of a single scratch except this specific part. The vehicle merely one and half year old and the scratch gives a very bed look. Subsequently he agreed to my point but I had to bear the whole expense of this replacement if I wanted any kind of replacement. Furthermore, I showed him multiple minor scratches on the paint surface of the bonnet cover which he readily dismissed without even hearing me out.

After that when I asked him to at least show me the replaced parts he told me that he was unable to do so as these were internal parts and he will have to disassemble the car to even have a glance of them.

When I went ahead to make the payment, I calculated my liabilities as per the instructions given in the insurance booklet and Mr. Kunal’s statements. I found that there was a difference of around Rs.1500 between my calculation and the amount payable. It looked to me there are certain hidden charges which was not reflected in the bill. When I asked about the difference between the total of the bill amount and the amount to paid by me which was in higher side, he told me that there may be some difference between bill amount and amount payable which may be higher side. When I insisted why he is charging more, he indecently told some salvage charges which I will have to bear. But he could not give a proper justification. I failed to understand how the salvage charges is applicable. Then he said that he had other customers and could not attend to me just for couple of thousand rupees. He left the place without any word and told me to make the payment if I wanted to take the vehicle. I told him to reflect the salvage charges in the bill but he refused. He asked me to make the payment at that instant and told us that I will have to wait for one hour during lunch break if I did not make the payment instantly. I wanted to know if there is any other officer available to clarify the matter but he did not answer. I felt practically helpless and made excess payment and took my vehicle. To my dismay I saw my vehicle even not cleaned when I took delivery of the vehicle.

After a day or two I received a telephone call from Saujanya madam Tel. no[protected] of M/s Hyundai who wanted to know the quality of servicing done on my vehicle. I told the worst possible servicing done to my vehicle even the small Lord Ganesha idol supplied while I purchased from M/s Sharayu Hyundai, New Mumbai have been removed and not returned back. She requested to bring the vehicle to service station and promised that all the pending points will be attended. When I took the vehicle to service station, she directed to Mr. Prasant who did not attend anything except the stereo connection and the back side door liver but did not attend major points i.e. the badly scratched plastic cover of staring wheel and the mud guard of rear wheel. He informed Mr. Kunal is on leave and shall get it attended after discussing with him. Then I told Saujyanya madam but she expressed her helplessness. I was surprised and asked her why did she called me but she had no answer. I found that the Hyundai officials were acting under the mercy of M/s L.A. Motor.

I truly regret going to L.A. Motors, an authorized service centre of Hyundai as I have experienced that the local service center gives much more efficient services at much competent rates along with appropriate courtesy towards the customer. Their services are much more to the satisfaction of the customer and above all if they damage any spare by mistake they immediately give a replacement entirely at their cost.

Currently, I am evaluating my options to take legal action for resolution of my grievances.