Honda Cars India Ltd. — Honda Jazz

Address:

110092

From the very start, we have been kept in the dark from Prime Honda's side. Our car came to your workshop on 6th September, and then no action was taken for 10 days under the pretext of discussion for covering the case under warranty. During these days, when we were daily calling Prime Honda for response, we were informed by you that our case is being investigated and Prime Honda is in constant communication with Honda HQ for diagnosis. I would request you to kindly share the entire chain of communication - days on which communication was shared with your HQ, what were the reports asked by Honda HQ, what were the reports you shared with Honda HQ etc.

Then when we called again on 14th September, Prime Honda informed us that though the investigations are still on, it is advisable that we take the matter to insurance company. Accordingly the claim intimation papers were submitted to you on 15.09.16.

On 17th September, there was an email communication from Prime Honda's (Ms. Shubha) side which termed the engine failure as "Hydrostatic Lock".
Following was communication
"Apropos to your concern, we wish to inform you that the car was received in our workshop on 06.09.2016 via crane, as the car was not in moving condition. During our diagnosis it was observed that the, malfunctioning in the car was due to Hydrostatic Lock, leading to damage of Cylinder block, oil pan and the connecting Rod was broken in two pieces. It is pertinent to mention here that, the Hydrostatic Lock occurs due to water entry into the engine room. The damage can be instantaneous, if you attempt to start the car after it was stalled while driving through the water, however in some cases, after 4-6 months the actual damage happens to the engine parts."

On 19th September, I received communication from Honda HQ (Ms. Chitra Lahiri) that this a "Hydrostatic Lock"
Following was communication
"Here we wish to submit that due to water ingress into the engine your car is effected by Hydrostatic lock and the repair of it cannot be covered under warranty. "

Between, 16th-26th, we received no information from your (Mr. Rout) end on what is status of our claim or whether any clarification has been asked from surveyor or insurance company. Neither the surveyor reached out to us for any clarification.

On 26th September evening, when Mr. AK Agarwal called you, you (Mr. Rout) told us that claim has been passed by surveyor and the written approval from Royal Sundaram shall be received in a day.

On 28th September evening, when Mr. AK Agarwal came to your office to know about the claim status, you (Mr. Rout) informed that though the claim is being entertained, we would still need to pay for some internal damages which are not being covered in insurance claim in the range of 10-12 thousand.

On 29th September evening, when Mr. AK Agarwal came to your office to know about the claim status, you (Mr. Rout) informed that there has been some queries from Royal Sundaram and case is still pending. You further informed us that we would need to pay for internal damages in range of 15-20 thousand. We informed you again that we do not know the reason behind this ask and shall pursue with Insurance for their acceptance.

On 30th September afternoon, you informed us only over email that
Dear Mr. Agarwal,
This is in reference to your Honda vehicle received in our workshop.
Apropos to your concern we wish to inform you that the Insurance Co. (Royal Sundaram GIC Ltd.) has refused the claim and the reason given was as mentioned in the trailing mail, received from the Insurance Co., same has been communicated to you.
We request you to accord the necessary approval for carrying-out the repair work on chargeable basis. For any assistance please feel free to revert to us for any assistance/clarification in this regard.

However, the mail from Surveyor was actually written to you on 27th September and says the following
As discussion today, that you have not started the work as you need work approval from Royal Sundaram Gurgaon.
Now I request you not to start the work as cause of accident (all of sudden sound came from engine and the car stopped) is not cover under the policy (no damage due external means). This is an engine failure case due to any other reason."

Now, I am further shocked to see that you have again kept us in the dark for 3 days. The mail from insurance company was sent to you on 27th September but you kept discussing different information with us till 30th September on false pretext. Why did you not let us know the exact communication on 27th September itself?

Your email says that claim has been refused. However, Royal Sundaram is actually asking you for exact reason of engine failure. It says that there is no damage due to external means and hence this is not covered under policy.

From the above, it is very clear that surveyor has declared that it is not case of "Hydrostatic Lock", and is a case of manufacturing fault by Honda due to which engine has broken under warranty. Hence, Honda should replace the engine under warranty.

I am utterly disappointed by the harassment being meted out to me. These delaying tactics which has been employed by you have only increased my suffering as I have been without a car for 26 days now and still there is no solution in sight.

If the situation continues like this, I would be forced to go to to higher legal authorities and consumer court to rectify the suffering being faced by me.

Akash Agarwal
[protected]