[Resolved]  Vipul Motors — HARESSMENT -VIPUL MOTORS -WAGON R

I had deposited my Maruti Wagon R Vxi, Registration no. HR 51 R 9755 for the purpose of repair, after an accident on 5th Feb’09. I was given an assurance of delivery of my Wagon R on 13th -14th of February also that I will receive a replacement vehicle in the due time. You would be disheartened to know the following :

 Till date my car has not been repaired and is being illegally conferred with Vipul Motors
 Standard of repair done till now is incomplete, of poor quality and unsatisfactory
 I have been asked to daily visit the service station, and been falsely promised each time for a new date.
 IN SHORT MARUTI SUZUKI THROUGH VIPUL MOTORS is HARASSING ME.
 Have lodged a formal complaint to the Customer Care Division of Maruti – NO RESPONSE. Complaint Number - [protected].

Please do the needful at the earliest. Details of the entire event enclosed below:

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This is to inform you that I own a maruti Wagon R Vxi, Registration no. HR 51 R 9755 purchased on April 2005.
Unfortunately, I met with an accident on Feb 5, 2009, which resulted in damage (Dent and Paint job) to the right side of my vehicle, including Fender, Front and Rear Door and Rear back. The vehicle had been deposited to VIPUL Motors Pvt. Ltd., 112 Udyog Vihar Phase I, Dundahera, Gurgaon and the Insurance estimation was done within 2 hours of the accident. After completing all the formalities I was informed by Mr Amit (Case Incharge) that the repairment will take atleast 7-8 days.

On Monday, Feb 9 - I revisited the workshop to get a status update on my vehicle and get a Replacement Vehicle (RV) as commuting became a major problem. I was assured to get a Replacement Vehicle (RV) by Feb 10.

On Tuesday, Feb 10 - I again visited the workshop and was given another date for Feb 11. Not receiving any communication from Amit, I went to the workshop on Wednesday, Feb 11 and was told by Amit to raise the same concern to Mr. Brajesh (Works Manager). After discussing the issues with Brajesh, he confirmed with Amit on the timeframe required to get the job done on my vehicle and came up with a date of Feb 15 (Sunday), hearing which I mentioned that I would still need a RV. Brajesh then gave me a date of Feb 12, Thursday to get a RV.

On Thursday, Feb 12 - After waiting till evening I called Amit and asked for a RV for which he disconnected the call and then called me back some time later saying that my own vehicle will be ready by Feb 13. However, when I asked him for the RV, I was told that it could not be arranged & on further escalation they forcefully gave me a Maruti 800 in extremely poor condition with no seat belts & seat covers with prior T&C to return back the next day morning.

On Friday, Feb 13 - I received a call from Amit at 11:30 am asking me to return the RV. This was the first time in 8 days when I receive a call from VIPUL Motors.
Friday evening (Feb 13) I reached to collect my car and was shocked and heart broken to see the condition of my car. The entire car’s paint was ruined. Someone had rubbed the entire paint without wiping the dust which resulted into numerous scratches and marks and completely ruined the shine of the paint.
When I enquired further both Brajesh and Amit accepted their mistake saying that as they did not have a RV they tried to get the job done in hurry resulting in this blunder.
They assured me that they will redo the entire job and will take another 3-4 days.
They also mentioned that they will arrange for a RV and send me on Saturday, Feb 14 as they did not have the same at that time. The next day morning I kept on waiting for the RV and finally received the same at 5:00pm in evening.

On Monday, Feb 16 - I visited the workshop to check the status and found my vehicle covered in dust as no one had touched it in last 4 days. On further enquiring, Amit told me that he will again check with the painter and will let me know as to when I can receive my vehicle.

On Tuesday, Feb 17 - I again kept waiting for the call and then called Amit to check the status. I was told that work is done and I should visit the workshop. When I reached there, to my surprise I saw that the bonnet was getting re painted, left fender was painted with another shade and all the parts painted were in all different shades, with an obvious color difference visible.

I had lodged a formal complaint to the Customer Care Division of Maruti. My Complaint Number is [protected]. I am still awaiting a response.

On Wednesday, Feb 18 - I visited the workshop and found that paint was rubbed again without cleaning and got fresh scratches on the vehicle body. I was told by Amit that he would get the entire vehicle painted in their paint booth with another painters and get back to me.

Today, Feb 19 (14th day) - I did not receive any call from Vipul Motors, neither Amit nor his superior Brajesh.

I am frustrated to the core and am feeling cheated on being a loyal customer of Maruti.
There is no sense of responsibility in the people handling this issue. It seems as if, these people have not been given proper training on the job they are doing.

 In the last 4 days the car provided as a Replacement Vehicle had a very hard steering wheel resulting in aggravation of my right hand wrist pain
 Its really hard to forget that I spent more that Rs.3000 just on normal commuting and have gone through tremendous mental taxation and physical harassment
 My work life balance have been completely disturbed as I have been taking breaks from my work and going every day from the past 7 days to visit the workshop for the various wrong commitments done to me
 The initial abrupt rubbing which resulted into ruining the shine of the original paint and the uneven repaint job has resulted in deterioration of the Net Resale Value of my vehicle.

Considering the above, I hereby demand for a prompt revert and would like my vehicle to be repaired completely with a sense of responsibility.
As in state of non revert would take this issue further with the Consumer Court and will take necessary legal action.

An early response would be appreciated.
Regards,
Samir Singh
[protected]