[Resolved]  Maruti Suzuki India Ltd. — Improper Dealings by Authorized Dealer

Dear Sir,
I have sent the following complaint to M/s. Maruti Suzuki, (posted on 4th. May), but I am yet to receive a response from the company. It is highly regrettable on the part of the MARUTI Organisation.
Hope you will take up the matter with the concerned people. Since no e-mail address is available at their Web-Site, even in 'Contact us' section, I am forwarding this through your site. I will be highly thankful to you, if you may forward this to the concerned department of Maruti Suzuki.
Thanking you,
Aparna Kumar.



From, Pune -44,
Aparna Kumar, Dt. 3rd. May ‘09
House No. 11, Bhukripa Hsg. Soc.,
Sector –27, Pradhikaran, PCNTDA,
Nigdi, PUNE-411044.
Phone No. 27659179 Mob. [protected]

To
The General Manager -Sales
Maruti Suzuki India Limited
Plot No. 1, Nelson Mandela Road,
Vasant Kunj, New Delhi-110070
Phone Board no.46781000
Fax : 46150275 and 46150276

Sub.: Inconvenience due to Misdealings of your Dealer (Sai Service Station, Pune)

Sir,
Our family is a loyal customer of ‘Maruti’ since the last 15-years. My family bought a Maruti Van in 1994 and then, a Wagon-R in 2004. Both these vehicles served us pretty well and we are satisfied with their performances. Now, I am sorry, that some unfortunate circumstances, led me to take the following matter with you this time.

1. I have booked for an ‘A-Star’ vehicle on 4th. April, 2009 with Sai Service Station- Pune, after exchanging our Wagon-R. The initial ‘spot valuation’ for our Wagon-R (well maintained, 2004 Model-single user, 40000KM running) was given as Rs.1, 60, 000/- which was subsequently increased to 1, 70, 000/- and then finalized at 1, 75, 000/-.

2. There were no Special Offers for ‘A-Star’ at the time of the above deal and subsequent booking. But, the company (MARUTI SUZIKI) has announced an exchange bonus of Rs.12, 000/- as well as free accessories worth Rs.7, 500/- after a few days of the above deal.

3. However, during the delivery of my vehicle, the ‘Special Offers’ announced by the company was adjusted with in the pre-finalized offer of the Rs.1, 75, 000/- of my Wagon-R, arguing that the valuation of the vehicle was done high. (Pl. note, just 2-days after fixing the deal with Sai Service, we got an offer of Rs.1, 85, 0000 for the same vehicle from one of the external dealers, and we had to tell them as the deal is already fixed, nothing could be done).

4. Thus in effect, I was not given the benefit of the company offer, to my ‘A-Star’ vehicle. The manipulated adjustment of the ‘Special Offers’ announced by the company, within the pre-fixed amount is definitely a breach on the original agreement, modified suitably to the benefit of only the dealer and in a way it is cheating the customer.

5. During the process, though I opted for the ‘Maruti’ insurance cover to my new vehicle, even after waiting for 3-days, the same could not be materialized and hence finally I had to arrange for the insurance from another agent, from the open market. Because of this mess-up, the RTO Registration of my vehicle got delayed for more than 5-days, and finally got it only on 2nd. May evening, though the vehicle was delivered on 27th. April.

6. Further, without any pre-intimation, I have been billed for the dealer’s internal ‘Extended Warranty’ option, which is highly unjustified and improper.

7. I was not informed of the formality of pre-requirement of 36-Nos. of signed cheques, prior to the disbursement of my loan, though the financing was arranged by the dealer only. Hence, I had only 14-cheques ready with me when all other documents were ready, and this turned out as a nightmare as I had to proceed to New Delhi, the same day for a weeks official duty. This has caused a lot of tension and inconvenience through out my stay at Delhi, as I had no other way but to leave station, without solving it.

8. And ironically, the dealer has also tried to impound my new vehicle for the delay in getting the 36 Nos. of signed cheques, though the default has happened from their end, and not from my side. Had this happened, there would have been no option left for me, but to approach the consumer court or police, as both my vehicles (my old one as well as the new one) would have been under the custody of the dealer then, leaving my aged and unhealthy parents handicapped for any emergency(my father is a heart patient and my mother is suffering from acute arthritis).

One cannot expect such misdeeds from a professional and probably the oldest ‘Maruti’ dealer of Pune, such as SAI SERVICE.

Therefore, I request you to kindly take up the matter so that at least future customers should not get trapped in such deals. And I also request your attention to the matter by which I have been deprived of the benefits of the ‘Special Offers’ announced by the company, for which as a customer I am also eligible.

One appreciable good thing happened from the dealer’s side is, that they have delivered my vehicle at my residence, on the pre-scheduled auspicious day, i.e. on the 27th April (‘akshaya thritiya’ day, which is considered in our state of ‘Maharashtra’ as one of the most auspicious day), though I have not insisted for it as only 14 Nos. of my cheques were ready that time. However, till yesterday, the 2nd. May, the vehicle remained unusable, due to lack of RTO-Registration.

Finally, I would like to mention here, that I have gone to ‘SAI SERVICE’ and opted for the ‘Maruti A-Star’ vehicle this time only because of the suggestions given by our very old family friend, Mr.Dasgupta who is working there. Otherwise, I had decided and was certain to go for an ‘i-10’this time, though I had no ill feelings against ‘Maruti’.

Please, note with such course of events as above, anybody’s mind can turn to an irreversible ‘mental block’ towards the company, irrespective of how loyal he/she was towards Maruti. And no doubt, the sufferer can easily block at least a minimum of 10 prospective future customers.

Thanking you,
Yours Truly,

Aparna Kumar