[Resolved]  Honda Cars — Deficiency in Services: Classic Honda Dealer, NCR

Address:

New Delhi, Delhi

My complaint is against the Honda Dealer. Classic Honda Sterling Automobiles Private Limited 14/1, Main Mathura Road, Faridabad (Haryana)- 121003 Ph:[protected] Fax:[protected] Email: [protected]@classichonda.co.in web: www.classichonda.co.in I have had problems with the service, attitude, quality of service and people from the time I took the delivery of my car- Honda City SMT from their Showroom in Vasant Kunj in Nov, 2011 The chronology of events is listed below: 1. I took the delivery of the car on 6th Nov. 2011. At the time of purchase, I exchanged my Maruti 800 with a Honda City SMT. I had a valid insurance with 50% NCB. I had told Mr. Vivek (Sales co-ordinator) and Ms. Monica (Showroom GM) that I would like to transfer the insurance and 50% NCB on Honda City so that I can get 50% benefit on the insurance premium. While they agreed and acknowledged it at the time of purchase, I was not given the benefit at the time of delivery. The 50% NCB and Insurance was not transferred. A whole lot of stories were weaved around that and I was told it cannot be done at the time of purchase and will be done a year later. I know this was not true and they were only trying to shirk the responsibility so that I do not get the benefit. They did not do the necessary of getting the NOC from the Insurance company and were giving me false stories. I followed up with them a few months later so that I can get the benefit in the next premium. Needless to say, Ms. Monica had moved on and there was a new GM, Mr. Singh. I had to narrate the whole story to him. He kept giving me assurance, he will get the needful done. But nothing was done. 1 year had elapsed, my insurance was to be renewed but they did not feel it was important to close on this. I wrote several emails and made several phone calls. Finally they agreed to pick up the 50% cost on their own. It was a bad experience as I could not drive my car for many days without insurance being scared to go on the street. I had to take taxis and autos to commute to work. They were slack in their job and did nothing to the effect till the situation became bitter. 2. SERVICE: They never call the customer and remind of the service due. I had to call them several times to take my car for servicing. When my car was serviced for the 1st time after a month of purchase, I was downright disgusted with the quality of service. The car had ball pen marks all over on the boot and the sides. The dashboard was half polished and half of it was not even touched. One could clearly see that the servicing was only a formality at their workshop. Supposedly, the car is supposed to be checked before it exits the showroom and is delivered to the customer. I called the workshop manager and showed him the condition of the car. He took the car again and got it re-serviced. Not only was a painful and distasteful experience, I had to pay for the petrol unnecessarily and also it wasted my time as I was without a car. 3. SERVICE (yet again): Each time as mentioned, I had to call for service. They do not have an auto reminder when the service is due. My car was serviced almost 2 years ago and in between I made several calls to them to schedule an appointment for the servicing of my car. With fake promises each time, my car was never picked up even after confirming the appointment. Finally I sent my car for servicing on[protected]. The driver, Ravi who came to pick up the car, did a thorough inspection of the car. He noted down the problems and existing scratches. He spent more than 15 minutes on the inspection. I was handed over a copy of the document that was acknowledged by me on the existing scratches and problems. I had mentioned that I need minimum necessary servicing as I have financial constraints at this point in time and cannot spend more than what is required. Despite this, the advisor at the workshop was trying to sell me all the frills so that unnecessary billing can be done. He mentioned about drycleaning the car which I did not agree for. Inspite of that, he drycleaned my car and was adding it to my bill. I had to argue with him on that. He lied to me and said that we record customer conversation and that he can prove I agreed on it. I asked him to play the recording for which he had no response. He harassed me with unnecessary cost and billing and even though I kept telling him, I need basic servicing, he kept bloating the bill and selling me services that I do not require. He was trying to convince me on purchasing the services so that my bill can come to 10k. He wasted 2-3 hours of mine on the same which stressed me out completely. I had been promised that my car would be delivered by 3 pm in the evening. But in reality I received my car in the evening between 7.30- 8 pm. When I inspected the car, I was horrified as there were scratches on the bonnet of my car. These scratches were not there at the time of pick of and looked as though they have been made by a sharp tool. I called the AGM, Mr. Tushar, who spoke very curtly and said he would look into it the next day. Next day I sent the photographs, after which he sent me a picture of the document that was the inventory checklist at the showroom when the car is received. The document had a mention of these scratches. Instead of taking the ownership of the mistake, he kept giving me stories that the driver who picked the car must have forgotten to take note of it. I would know of all the scratches on my car. Does he not realise that? I asked for the CCTV footage as the document was definitely fudged. As it was sent to me after I sent the pictures of the scratches. I am very disturbed by the whole experience as the scratches are in a very visible place on top of the bonnet. Their service is of very bad quality. The rubbing job that was doe on my car on existing scratches looks like a cheap job done with sandpaper. It looks tacky and gives an ugly bad finish to the car. The people are rude and do not know what Customer Service is. Instead of taking responsibility, they shirk it and unnecessarily debate with the customers that is a waste of time and is extremely stressful and annoying. I demand that my car is repaired and the finish should be the way it was earlier. They have given me a lot of stress and bloated my bills despite my having financial constraints at this point in time. The dealership should be revoked and the company should give some technical and soft skills training to them. regards Radha Agarwal