| Address: No 50, CMRD Road, Pallavaram, to, Pallavaram-Thuraipakkam Rd, Keelkattalai, Tambaram, Tamil Nadu 600117, India |
FORMAL COMPLAINT – SUSPECTED SERVICE SCAM, QUESTIONABLE BILLING, UNRESOLVED BREAKDOWN & DEMAND FOR REFUND AND COMPENSATION
I am writing to lodge an extremely serious complaint against Jubilant Motors, Keelkattalai, and specifically Service Engineer Mr. Dinesh, regarding what I believe raises serious questions of a service and billing scam being carried out in the name of authorised vehicle servicing.
I am deliberately using the word “SCAM” because, based on my repeated personal experiences with this service centre, the latest incident, and similar experiences independently shared with me by numerous friends and business connections, I believe this matter deserves investigation at the highest level of both Jubilant Motors and Mahindra & Mahindra.
I am not making this allegation casually.
My vehicle was handed over with a clearly reported breakdown and severe oil/fluid leakage. I was subsequently charged ₹17, 000, the vehicle was declared repaired and handed back to us, and within approximately ONE HOUR it broke down again on a flyover with what appeared to be the SAME LEAKAGE.
So I am asking Jubilant Motors and Mahindra & Mahindra directly:
WHAT EXACTLY WAS I CHARGED ₹17, 000 FOR?
And more importantly:
IS THIS A GENUINE REPAIR PROCESS, OR IS THIS A SERVICE SCAM WHERE CUSTOMERS ARE BILLED FOR PARTS AND REPAIRS WHILE THE ACTUAL PROBLEM THEY REPORTED REMAINS UNRESOLVED?
THE INCIDENT
On 6 September 2026, my son was driving the vehicle when it suffered a breakdown with severe oil/fluid leakage underneath the vehicle.
The vehicle was handed over to Jubilant Motors, Keelkattalai, and Service Engineer Mr. Dinesh took charge of the matter.
It took approximately three days for him to revert, after which he informed me that he assumed the problem was with the clutch sleeve cylinder and that it required replacement.
To my knowledge, I was never provided with a proper diagnostic report demonstrating that this component was responsible for the breakdown and leakage.
Nevertheless, trusting the technical advice of an authorised service centre, I verbally approved the replacement based on the approximate costs communicated to me.
I also authorised a general service and a few minor replacements, including a headlight lamp and wiper blades.
Most importantly, I clearly instructed Mr. Dinesh to send me an estimate before proceeding.
HE NEVER SENT THE ESTIMATE.
Instead, approximately two days later, I was suddenly informed that the work had already been completed and that I needed to approve an estimate of approximately ₹20, 000 to take delivery of my vehicle.
How can an authorised service centre complete work and then demand approval of an estimate that the customer specifically requested before the work was carried out?
During our initial discussion, I had been told approximately ₹4, 000–₹5, 000 for the clutch sleeve cylinder including labour, approximately ₹5, 000 for general service, and approximately ₹1, 000 for certain other items.
That was the approximate expenditure I had verbally agreed to.
I DID NOT GIVE AN OPEN-ENDED AUTHORISATION FOR A ₹20, 000+ BILL.
After I strongly objected and demanded to speak to the Service Manager, approximately ₹3, 000 was reduced and I was ultimately charged ₹17, 000 before the vehicle was released.
We collected the vehicle on 12 September 2026 AROUND 7:20PM.
THE SO-CALLED “REPAIRED” VEHICLE BROKE DOWN WITHIN APPROXIMATELY ONE HOUR
This is the part that I consider absolutely unacceptable.
Within approximately ONE HOUR of taking delivery of a supposedly repaired and serviced vehicle, the car suddenly broke down ON A FLYOVER.
We had to physically push the vehicle to safety on the slope. Kids were in the car, imaging if there was a break failure on a flyer, what could have gone wrong??
Apart from the inconvenience, this created an entirely unnecessary SAFETY RISK to my family.
When we examined the vehicle, we noticed what appeared to be the same oil/fluid leakage that was reported when the vehicle originally broke down on 6 September.
Therefore, I again ask:
WHAT WAS ACTUALLY REPAIRED FOR ₹17, 000?
If the clutch sleeve cylinder was genuinely responsible for the original breakdown, why did the vehicle break down again almost immediately?
If it was NOT responsible, why was I advised to replace it?
If another oil/fluid leakage was responsible for the breakdown, why was that not diagnosed?
If the vehicle underwent a general service and inspection, how was such a serious leakage missed?
And if proper quality control and road testing were performed, how did the vehicle leave an authorised Mahindra service centre only to break down again within approximately one hour?
IS THIS A SERVICE SCAM?
I now have every reason to ask this question.
My experience with Mr. Dinesh on previous occasions has also been extremely concerning. I have repeatedly felt that the actual problems reported by me were ignored while the focus was placed on recommending additional replacements and generating bills.
If a component genuinely requires replacement, I have absolutely no problem paying for it.
But replacing parts, collecting money and returning the vehicle without resolving the fundamental problem is not acceptable vehicle servicing.
When this happens repeatedly, customers are entitled to question whether they are dealing with incompetence, gross negligence, or something more disturbing.
And this concern is not based solely on my experience.
More than 50 friends, acquaintances and connections have shared negative experiences with me concerning this service centre.
I am not presenting their individual allegations as established facts in this complaint; however, the sheer number of people who have independently communicated concerns to me makes me believe that Mahindra & Mahindra should investigate whether there is a wider pattern of questionable servicing and billing practices at this dealership.
I therefore specifically request Mahindra & Mahindra's senior Customer Care/Dealer Management team to investigate this matter independently rather than simply forwarding my complaint back to the same service centre.
I WANT TO KNOW WHETHER MAHINDRA CONSIDERS THIS ACCEPTABLE
The vehicle has now been taken back by Jubilant Motors.
I will NOT accept another convenient verbal explanation such as:
“The previous leakage was clutch fluid; this time it is engine oil, ”
or
“This is a different problem.”
If that is Jubilant Motors' position, PROVE IT TECHNICALLY AND IN WRITING.
I require the diagnostic findings from the first breakdown, the reason the clutch sleeve cylinder was identified, the condition of the replaced component, the source of the original leakage, the source of the second leakage, and a technical explanation establishing whether the two incidents are related.
I also demand that the replaced parts be preserved and not disposed o[censored]ntil this dispute has been completely resolved.
MY DEMANDS
I am formally demanding:
A senior-level investigation by Jubilant Motors.
An independent investigation by Mahindra & Mahindra Customer Care/Dealer Management.
A complete technical report explaining the original and subsequent breakdowns.
Documentary evidence showing why the clutch sleeve cylinder was diagnosed for replacement.
A complete itemised explanation of the ₹17, 000 charged.
An explanation as to why the estimate specifically requested by me was not provided before the work was carried out.
Details of the inspection and road testing conducted before the vehicle was declared fit for delivery.
Preservation of all replaced components, job cards, technician notes, diagnostic reports, photographs and other records relating to the vehicle.
Refund of the amount charged for ineffective, unnecessary or improperly authorised work.
Appropriate compensation for the repeat breakdown, inconvenience, loss of vehicle use and the safety risk caused to my family.
THIS COMPLAINT WILL NOT END WITH ANOTHER SERVICE ADVISER CALLING ME
I want this complaint escalated to senior management of Jubilant Motorworks Pvt. Ltd and the appropriate Customer Care/Dealer Management authority within Mahindra & Mahindra.
I do not want this matter routed back to Mr. Dinesh for another explanation.
I want management to investigate whether this was an isolated case of serious incompetence or whether customers are being subjected to a systematic service and billing scam involving unnecessary replacements while their actual reported problems remain unresolved.
And if this is not a scam, then Jubilant Motors should have no difficulty producing the diagnostic evidence, authorisation records, inspection reports and technical explanation necessary to demonstrate exactly why I was charged ₹17, 000 and why the supposedly repaired vehicle broke down again within approximately one hour.
₹17, 000 WAS COLLECTED.
THE VEHICLE WAS DECLARED REPAIRED.
WITHIN APPROXIMATELY ONE HOUR, IT BROKE DOWN AGAIN.
THE SAME APPARENT LEAKAGE WAS STILL PRESENT.
I now expect Mahindra & Mahindra and Jubilant Motors to explain how this can possibly be considered acceptable authorised service.
Until a credible technical explanation is provided, I have every reason to question whether I have been the victim of a service scam rather than the recipient of a genuine repair service.
I expect a formal written response, refund and appropriate resolution.
Failing a satisfactory response, I reserve my right to escalate this matter through the appropriate consumer grievance and legal channels and to place my experience, supported by the relevant invoices, photographs, communications and breakdown history, before the appropriate forums.
I am not looking for excuses. I am looking for accountability.
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