Dear Sir/Ma'am,
I am Lieutenant Commander Ashutosh Shukla, serving in the Indian Navy and presently posted at the Indian Navy's Western Naval Command Headquarters (Mumbai).
I am writing this letter to you to seek your kind and urgent intervention in resolving my dispute with 'Hare Krishan Pvt Cars Ltd' Mahindra dealer at Mulund West, Mumbai with respect to the delivery of my Mahindra XUV300 W8 (Aquamarine).
It is pertinent to mention that I am already a proud owner of an XUV500(W 10, 2016 Model) and have chosen Mahindra again for the pleasant experience of more than 05 years.
In reference to my dispute over XUV300 following events are listed in chronological order:-
1. 13 Feb 2021 - The Dealer sent his XUV300 for a test drive. The vehicle brought to me was XUV300 W8(O). The car brought to me was without an infotainment system, because of which I had to revisit the dealer to get its hands-on experience.
2. 14 Feb 2021 - 1st quotation given to me of INR 13, 17, 044. After all the discounts final on-road price was of 12, 70, 000 with matting, mudflap, and door visor as accessories.
3. 25 Feb 2021 - I paid Rs 11, 000 as a booking amount. Delivery of the car was assured to me after a waiting period of 4-6 weeks.
4. 06 Mar 2021 - The dealer informed me that Mahindra has changed its rules and henceforth all XUV300 will be given only with a sunroof. Also, the additional charges for the sunroof would have to be borne by me. I had booked W8 over W8(O) only because I wanted a car without a sunroof. But as per this new rule I had to book car with sunroof. The new price quoted to me was of Rs 13, 46, 925. After all discount final on-road price was quoted as Rs 13, 00, 000 plus and additional of Rs 10, 000 accessories as complimentary from dealer. The new set of accessories promised were floor mat, mud flap, door visors and tail lamp chrome.
5. 08 Mar 2021 - I re-confirmed my order for XUV300 W8 Aquamarine to the dealer for placing the order to Mahindra.
6. 24 Mar 2021- The dealer confirmed delivery of car by April end.
7. 08 Apr 2021 - The dealer confirmed that dealership was open for 05 days a week and they were functioning at full strength.
8. 08 Apr 2021 - OEM invoice raised by the dealer. Engine number and other details of the car assigned for me were now available with the dealer.
9. 12 Apr 2021 - I made a down payment of 2 lakh thereby making a total of INR 2, 11, 000 as my down-payment.
10. 22 Apr 2021 - My Canara Bank loan got sanctioned. No assistance or guidance was rendered by the dealer for processing of my car loan. The dealer showed its involvement only in getting the loan disbursed without keeping me in the picture.
11. 26 Apr 2021 - My loan of INR 10, 89, 000 got disbursed to dealer. The Bank and the dealer both confirmed about this transaction.
12. 04 Jun 2021 - The dealer kept delaying the delivery date. I had to catch hold of the general manager and sales executive to get more information about delivery of my car. The dealer now gave a new delivery date as 10 Jun. On 04th of Jun it was for the first time that the dealer informed me off a new price hike of approx Rs 45, 000.
When all my calls went unanswered, on 28 May 2021, I had personally visited the dealership. Their VP, Mr Avinash Oberoi stated that the 'delays are from Mahindra for critical part (infotainment system). He also in his professional opinion suggested me to ‘contact Mr Anand Mahindra' for my car and later absconded from the showroom. I waited for more than 6 hours for him to return but still no one attended my request.
On 04 Jun I again visited the dealership and met the GM of dealership, Mr Naveen. He started shouting at me and further threatened me of tweeting to Mr Narendra Modi and against Indian Navy. Also, this was the first time that the dealer mentioned that Mahindra has increased the price for XUV 300 and I would have to pay the dealer an additional of INR 45, 000.
To sum the whole matter up, it is my earnest request to you to kindly look into the following issues:-
1. I have fulfilled all my obligations as a customer. My EMIs have also started getting deducted. Second EMI is due in end Jun. But still I have no POC to address my issues and have no clarity on delivery of my car. The dealer has parked my INR 2, 11, 000 with him now for more than 02 months and has got the full balance amount of INR 10, 89, 000 from Canara Bank since 26 Apr 21. I as a customer feel tricked and harassed by the dealer.
2. Why did the dealer get the loan disbursed if the car was not available from Mahindra or was missing with sum critical part?
3. The dealer was billed for a price by Mahindra in Apr 21 (invoice raised on 08 Apr 21), Mahindra raised the price of few vehicles on 23 Apr of which I was informed on 04 Jun and the dealer got the loan disbursed on 26 Apr. As per the above sequence of events why am I asked to absorb this price rise? And now the dealer is further delaying my car asking me to first make the balance payment.
4. Why is an authorized dealer not accountable for its ill and unprofessional behaviour? I made to suffer and absorb everything and dealer is not made answerable for anything.
5. It was the most horrific experience for me and my family members to be mistreated by a dealer on several occasions. I raised the level to Mahindra area sales in charge Mr. Adir Bhatnagar. I am sorry to bring out that Mr. Adir has thus far only given me promises but has not been able to make any progress, making me to escalate the level.
This is a serious lack of professionalism from people at all levels. As a customer I feel failed. The bank says if I cancel the loan my processing fees and Interest parts of EMI is non-refundable, the dealer has no commitment on delivery and is now demanding additional money, the Mahindra Sales In charge has only words but no definite action plan to my complaints.
I request your assistance in clearing this fog. I being on essential duty have not been able to chase the dealer and Mr Adir. Please assist me in getting my authentic Mahindra XUV300 with promised accessories on valid price.
Mahindra And Mahindra customer support has been notified about the posted complaint.
