Aug 26, 2019
Updated by rajsalvi Kindly treat this as a formal complaint against your car brand dealer in Pune-GARVE MOTORES (Wadgoan BK)
This is to inform you that I have been your loyal customer since April 2019 by making a purchase of a Hyundai Car model Creta E+ 1.4 (Diesel) from Garve Motors. However, some recent worst & unpredictable incidents have forced me to take an unsparing action against the dealer (Service Team).
Incident 1 - WROST SERVICE EVER - On 14th August 2019, Wednesday around 8:30 PM me & my family wanted to go out so we went to the car which was parked in my building (Suvidha Dnyanganga, Vadgoan BK, 411041 Floor 1 - Car Parking). I started my car-ignition using the car key and noticed that we are getting some weird noise from the car, immediately tried switching it off by turning the key off and taking it out from the ignition keyhole, however, the car-engine was not turned off and still running for 40 - 45 secs while I was holding the car key in my hand. After 45 secs the engine got turned off itself and we started getting the smoky smell from the AC vents. We all got scared and came out of the car instantly and fortunately, the doors did not get locked us in and we came out safely. I immediately opened the bonnet while coming out of the car and noticed that a good amount of smoke is coming out of the engine. Since the car got turned off itself and smoke was coming out of the engine, I called the building security cards & society member Mr. Sule for help and I shot a complete video of this incident. The same video is attached to this email. I contacted RSA within 15-20 mins from the time when the incident took place, Mr. Ashok Nikam had come to pick the car (RSA Job Id - 287349), the Vehicle Condition Report Form/Job Record is attached to this email as well. He asked us to remove the valuable things from the car hence I removed my belongings from the glovebox, dicky space, seat spaces except for door glass shades & floor mats which he said fine to leave. He loaded the car on the truck ramp in front of our builder gate (CCTV covered area) and dropped it at the Garve Motors premises within next 15-20 mins. I also received a call from RSA (Call Support team) confirming the same.
I received a call from Mr. Vatan on 16th August 2019 (Garve Motors - service technician) since it was a holiday on 15th August 2019. I went to the service center and showed him the video of the incident, he said we will check and resolve the issue from our end. After multiple follow up on 16 & 17th August 2019 he said the car starter is brunt and we will order it soon but it will take 3-4 days. I contacted Customer Care Team at Garve Motors and Ms. Gayatri at Hyundai RO office since Mr. Prasad was available. I then received a call from Vatan & Rohan saying that we will get the starter in a day to two. 19 & 20th August 2019 they kept saying that they have ordered it but it did not reach to Vadgoan service center.
Incident 2- EXTREMELY UNPROFESSIONAL & CARELESS - On 20th August 2019, I got a call from Vatan that the vehicle is getting ready and will be delivered on 21st August 2019, I finally went to the service center to receive my car. They asked Amol (Technician) to give information about the root cause and analyses they did to resolve the problem. I only got to hear that the starter was brunt. I NEVER SEEN A PICTURE OF IT EVEN. Amol & I had a quick test of the car on the nearest Pune-Katraj highway and confirmed that the starter is working fine. I dropped him opposite to the service center and I left for my office (Hinjewadi Phase1). However, while driving the car, I changed the mode on my car infotainment system (AVN) and noticed that the saved songs on my SD card are not paying, I stopped the car and tried checking the song list but it was empty, I checked the photo gallery and noticed there were no images, photos. Hence I opened the card shelf (See the attached picture) the SD Memory card was missing/stolen. How worst it is? to lose data. I immediately took a photo of the slots and sent it to Rohan and Vatan and asked about it, they said we will check and let you know. They checked with their teams and said nobody has taken it. This card contains my family pictures and my official documents for the past 4 years hence treat this on TOP priority.
3rd incident to your attention - On 21st August 2019, the car was handed over to me by Service Technician (Vadgoan BK) Rohan & Amol also the missing memory card issue which was reported to them on the same day. After informing them about the missing memory card, I took the car to the Wakad service center to meet Ms. Charu (CRM-Garve Motors) around 4:40 PM. We discussed the issues/problems in-depth and decided to show the car to a senior technician Mr. Suraj & Mr. Sunil. Mr. Suraj was casually checking the car and he confirmed that he is getting dead rat carcass smell in the car which was delivered to me before an hour by Vadgoan service center. They said they need to check the car AC vents by opening the dashboard/interior. They asked me to leave the car for a further check-up, but I said I did not have alternative transport to go home (Form Hijewadi to Vadgoan BK) hence we decided to leave/drop the car tomorrow (22nd August 2019).
Next day on 22nd August 2019 - I went to Vadgoan Service center first to meet Mr. Rohan & Vatan to check if they have found my memory card which they said no, they did not find it hence they asked me to meet Mr. Garve (The Owner) about this memory card issue. Mr. Garve & I had a discussion about the card, he said they have announced a price between service & washing team. On the same day, I got a call from Mr. Avinash (DM - Garve Motors) and it was a conference call made by Rohan's phone. He also said that they have announced a price and asked their teams to find the card. I informed both of them about the above-mentioned issue, they said you can take the car to Wakad service center as discussed with Ms. Charu & Mr. Suraj. I immediately drew my car to the Wakad service center and called them, they both said that it's 12:40 PM now and too late for us to work on the car. Again they asked me to leave the car on the next day (23rd August 2019, Friday). Next morning around 9:50 AM, went to the Wakad Service center and met with Mr. Sunil and he prepared a new job card which is attached to this email. He also took the photos of the car and asked me to remove the valuable items from the car, I removed all valuable items from the car and confirmed him that there is no any valuable item left in my car now. After completing the job card formalities, he asked one of the service people to drop me at my office (INFOSTRETCH - 4th Floor IT-4 Building IT-NTPL SEZ, Hinjewadi Phase 1) in the same car and bring it back to the service center.
The service person drew the car & dropped me at my above office location and he took the car back to the service center (entrance IN gate) however, Mr. Sunil called me within 20 mins and informed that the car broke down again at the entrance IN gate of the Wakad service center. As per the GPS record, the car was running well from (21st August 2019 - 5:30 PM to 23rd August 2019 - 9:55 AM). He said they pushed the car till the car workshop. After doing the analyses, he informed me that the issue is found in the main fuse box of the car and one of the connectors is brunt. I said I was driving the car for 2 days from your one service center to another, it did not break-down for once otherwise I would have called RSA and got it towed to their service center. Since 23rd August 2019, they just checked the fuse box and nothing has been done so far. He also said the fuse has been burnt and needs to be replaced and there is a charge for opening/cleaning the car dashboard. Following are the quoted/expected prices for it.
1)Fuse box - 10, 000 rs.
2)Dashboard Cleaning - 4, 000 rs.
Kindly be noted that I need a solution to these problems I have faced,
1) Who owns the responsibility if this new vehicle (6016 Kms driven only & 3 months old) breaks down due to the same issue or any issue while traveling out of the city.
2) Why the music system was touched when the issue was with the starter visa Versa why should I remove my SD card when it is installed to keep a track of the GPS in the car. - I don't need a new card as I am only concerned about my 5 years old data
3) The service team at Garve Motors at Vadgoan location has to be reinvestigated properly with CCTV footage while the car was getting treated by them.
4) As per DPA act, if my SD card's data gets spread anywhere, who would take the responsibility.
