Honda Cars India Ltd. — Pathetic Customer Service at Ring Road Honda Gurgaon

Address:Gurgaon, Haryana, 122001

This is on reference to pathetic and horrible customer dealing at Ring Road Honda Gurgaon Body Shop of my car Honda Brio DL9CU 3656.

On 17th March 2017, I booked a pick up of my car with the intimation at the body shop that the car has some repairs done and is covered under insurance, so a claim form should also be brought by the driver along with the pick up. I was allotted 1 pm as the pick up time on Friday 18th March 2017. The driver picked up my car at 2 pm from my residence which is in south city 1 Gurgaon. I was told that as soon as the car reaches the work shop, I will get a call from the concerned executive.

I waited fro the call for 3 hours, but did not receive any call from the body shop. At 5pm in the evening I called Ring Road Honda Body Shop, to enquire whether my car has reached the work shop or not. Then I was informed by Mr. Rahul that, they just came to know that my car was standing the work shop since long but did not know about it. Then I asked them about the insurance claim and the survey, they informed that the surveyor has left for the day and the Insurance Company is closed for Saturday and Sunday, so the survey will happen only on Monday. In this scenario I requested the executive to do something to expedite the claim on Friday only or otherwise send my car back on the same day and I will send the car on Monday instead. He said that he is trying and will get the survey done on Saturday and get the work started.

Saturday I did not receive any call, Sunday Mr. Rahul called and informed that the full claim is not been agreed upon by the surveyor and he is trying to get the complete claim. Monday, again I did not receive any call from the executive. Tuesday, evening I called Rahul to know the status of the work, he informed me that the work has started and it will take 3-4 days to complete the work. On this I got furious as the work to be done on the car was just the bumper, quarter panel and the right side back gate, which should have hardly taken three days i.e if the work was started on Monday, the car could have been easily delivered on Wednesday. I escalated the call and spoke to his senior Mr. Arwind, and he assured that he will look into the matter and expedite the work and deliver the car as soon as possible. And I was assured that the car will reach to me by Thursday afternoon. Also, he told me that he will revert back with the exact status.

Wednesday again no call from the body shop, Thurday morning I called Rahul to know the status of my car, he told that he will send the car by lunch. Afternoon, 12:30, I again ringed Rahul to confirm the deliver time, he said that there is some problem and some work is to be done again and he will try to send the car by evening, I escalated the call and spoke to Mr. Arwind, but he again gave the same reply that he will look into the matter and revert ASAP. But, I escalated my call further and spoke to Mr. Ashu, he assured me that he will personally look into the matter and revert, but he only informed me that he will be able to deliver the car only by the evening.

I received the car buy 6:30pm on Thursday, 23rd March 2017, since it has started to get dark, I could not see the work done. But next day morning I saw that the work was done incomplete. The right side of the gate was not done properly.

So, to conclude,

1. Despite informing that there is repair work to be done on the car, it was still picked up on Friday afternoon, when they knew the surveyor is always available for first half of the day.

2. The car was standing at the work shop for more than 2 hours and unattended.

3. The executive mislead me that the survey has been done on Saturday/ Sunday, when it was actually done on Monday.

4. If the survey was not possible over the weekend, why the car was kept parked at the work shop, despite, I requested to send it back on Friday only.

5. The client/ Customer was taken for granted, mislead and uninformed and caused inconvenience for 1 long week.

6. Even when the car was kept at the work shop for 1 whole week, the work done was still not complete and up to the mark.

7. Pathetic service, horrible experience.

8. No responsible executive/ staff at ring Road Honda Gurgaon.

Vibha Jain

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