[Resolved] Maruti A Star Vxi Car — unsatisfactory service
MMrs. Nirmala Masih
Mr. Pankaj Narula
Chief General Manager (Service)
Maruti Suzuki India Limited
Palam Gurgaon Road
Gurgaon – 122015
Subject : Regarding my vehicle (A Star) Reg. No. CG 07 M 9680.
Most humbly I beg to state that I purchased the above mentioned vehicle from M/S Ganapati Motors Bhilai, Durg, Chhattisgarh on 04.08.2008. All the formalities of registration and insurance have been done by M/S Ganapati Motors. At the time of delivering the vehicle I was assured of the best services in future by Maruti staff there, because there was some problem with the vehicle and the delivery was much delayed.
Unfortunately, on 21st morning of the same month this vehicle met with an accident. After the vehicle was hit by a motorbike from the back side on a cross road, it got unbalanced and hit two cemented polls from the right side and an electric poll from the front side. By the grace of God, no person was injured but the vehicle was badly damaged. As I informed to M/S Ganapati Motors about the accident and sought for their guidance for the needful action, the same day vehicle was taken to Maruti work shop (which is located at Nandini Road Bhilai) and had been kept under their custody. As asked by Mr. Manish Sachdeva, the person in-charge there, the required documents (Driving License, Insurance paper, and vehicle invoice etc.) were submitted to him by the same day. He assured me that as soon as possible he would complete the repairing work and hand over the vehicle to me. Being a woman it was not possible for me to move around with this matter, my husband and I kept in touch with him through phone and personal visits and we were being informed by him that the work was in progress and the vehicle would be delivered within two – three weeks.
Meanwhile, I approached Maruti True Value and the Sales Manager Mr. Moses to take some depreciation amount and give us a new vehicle (A Star), but they did not show any interest. Along with Mr. Satish Raj (Asst. Sales Manager), Mr. Kanchan Chaudhari, Salesman, M/S Ganapati Motors Bhilai, showed his personal interest and with the consent of Mr. Bittu Madhyani (younger brother of Mr. Anand Madhyani owner of M/S Ganapati Motors) informed me on 17.09.2009 that if I were interested to go for a new vehicle (A Star), I would have to pay Rs. one lakh as depreciation amount and take the new vehicle within two weeks time. Because we were in need of a vehicle, we approached the Mahindra Finance for loan, and they agreed. But when we went there to take the new vehicle on 28.09.2009, Mr. Anand Madhyani showed his inability to do so. They did not keep up their words. With broken hearts we requested Mr. Manish to repair my accidental vehicle and deliver it to us as soon as possible.
On 27.10.2009, to my utter surprise, I received a letter from the Divisional Manager, The New India Assurance Co. Ltd. Bhilai, Durg (C.G.) regarding the OD claim of the above mentioned vehicle. He asked me to clarify the reason for delay in submitting the required documents for OD claim. The very next day we contacted Mr. Manish, person in-charge of Maruti work shop, and he told us that there was some miscommunication between him and The New India Assurance Co. Ltd. Bhilai, Durg (C.G.). He asked us for some time to resolve the matter. And after few days he asked me to give the clarification in writing. I personally went to New India Assurance Co. Ltd. Bhilai office and submitted my clarification on 11.11.2009. I was told by Mr. Venu, Maruti Service engineer to come and take the vehicle on 25.11.2009. Again it was postponed to 30.11.2009, then first week of December’2009. Three days back Mr. Sanjeev Shukla gave me the final delivery date as 10.12.2009. But I don’t think that they will keep up their words this time also. Our friends have started calling us as fools because patiently we have been taking the words of Maruti staff in its face value. After a long, long-suffering, I’m forced to write to you.
I hope that you will be able to understand the mental and physical pain we are going through because of this unwanted situation. Still we have a high regard for Maruti Service. But if the Service Station authorized by Maruti Suzuki company (with the motto – “Caring for Customers”) treats its customer in this manner, I think you are going to betray our trust and confidence towards you.
Hope you will personally take interest and look into this matter.
Appreciate a quick response.
Mrs. Nirmala Masih (Academic Head) 04.12.2009
C/O Yugchetna Public School
Khamariya Road, Junwani
Bhilai, Durg Dist. (C.G.)
Complaint marked as Resolved Aug 14, 2020