Mahindra And Mahindra — Poor Service, lies and false statements from Mahindra AG NA and Highland Rim Tractor

Address:

9020 Jackrabbit Rd Ste 600, Houston, Texas, 77095, United States

Once again, another promise made and another lie told.

On Monday 1/30/23 I was informed by Yolonda (sp?) who answers the customer service line at[protected] that Highland Rim Tractor would call me today; yet again – another lie.

I was also informed by Yolonda (sp?) on January 19th that the needed part had been ordered by Robert at Highland Rim with an emergency status, and that it would take FedEx 5 days to deliver my part. She also informed me Friday the 27th that she has not been able to locate the order and that the staff at Highland Rim was unable to provide her the order number due to Robert being the only person who knew how the parts ordering system worked and that Robert was not working Friday – she also advised she would call the dealership on Monday to follow up.

It is now painfully clear to me that neither Mahindra, its authorized dealer nor the customer service staff, have any respect for being honest or upholding the commitments that they made.

Does anyone at Mahindra act with honesty and uphold themselves to ethical standards?

You advertise that your care values are:
1. Professionalism
2. Customer First
3. Dignity of the Individual
4. Good Corporate Citizenship
5. Quality Focus

I find it humorous at best that for Customer First you state “We exist and prosper only because of our customers. We will respond to the changing needs and expectations of our customers speedily, courteously and effectively.” Can you kindly share how that statement has applied to this situation? Your website also goes on to say, “Your local Mahindra® dealer would love to work with you.” Again I ask, how has this local dealer worked with me?

Highland Rim Tractor promised to not pick up my tractor until they could get it in the shop and picked it up on January 4th. Again according to Yolonda, it was not even taken into the shop until over two weeks after that. She was also very quick to point out, that since I did not buy the tractor from them, I was NOT their customer, and that Highland Rim was doing me a favor by servicing my tractor – even though they did not have the tractor I desired to buy in stock when I purchased the tractor.

Also from your website, it says “How Can Working With Certified Mechanics Benefit You? Beyond shopping for parts and equipment, your local ag dealer likely has an outstanding service department with certified technicians. While some repairs and maintenance tasks can be completed on your own, having a trusted mechanic available can be a huge asset! These individuals are trained to know specific systems and programs used for equipment operation and function. Therefore, you can utilize their expertise to get back to the job faster.” Really? This is FAST? Notice that it also does not say that if you did not buy the tractor there, you will be put to the end of the service line as Yolonda told me.
Again, who is HONEST and ETHICAL and will uphold the Mahindra values and work with me to get my Mahindra repaired and returned to my as Mrs. Story at Highland Rim has stated she will do, but has not? No one from the Dealer Team has been in touch with me either, just another false statement!

We have a very tough consumer advocate at a local television station, they will also be contacted to show how Mahindra treats people.
: In mid-December of 2022, I contacted the dealership in regards to fixing my Mahindra 5010 cab tractor and informed “Robert” that it was leaking from the front driver shaft going into the axle. Robert stated that this was common due to Mahindra NOT putting any shield around the shaft and seal and that sometimes twigs and branches will get kicked up and tear this seal.

I asked if the dealership could get my tractor in before the holidays and he laughed, saying “No, our shop is full now and we are closed the week between Christmas and New Years, but I will put you the list and after the first of the year, call you to let you know we can get you in the shop”. I asked about how long it would take, and he replied, “I wont pick it up until I can get in the shop so that you wont be without the tractor”.

On January 3rd, Robert called back and said that they would pick up the tractor before lunchtime on the 4th. I gave him specific directions on how to get to our farm, and he said they would be on their way and be there before lunch.

At close to 12:30 on the 4th, two trucks stopped in front of our farm, saying that they were lost. It was Jeff and Chuck from the dealership. They both stated that no one had given them the directions and that they followed a GPS unit in the truck. They then stated that they could not get into the concrete drive because they come the wrong way (had they followed the direction I provided Robert, they could have easily came up the driveway), so I drove the tractor out to the road and drove it on the trailer. I showed Jeff where the the leak was and he stated, “yep, looks like a seal.” I gave the 2 tractor keys to Chuck and Jeff stated they were on their way to Hartsville for a non running tractor but that he would get my tractor in the shop that afternoon when they got back and that it should be about two weeks time before I get it back.

I called on Tuesday the 17th this week, after hearing nothing from the dealership, and was told that both mechanics had gone home due to illness, but Robert promised me that he would have Jeff call me “first thing in the morning”. No call came.

I called Jeff on his cell phone on 1/18/23, and was told, “not sure where Chuck is on it, and Chuck isn’t around, but I will call you back in a little bit”.

Again no call came. At about 4:10 that same day, I called the dealership again and was told by Robert I needed to speak to Jon, he then told me I needed to speak with the dealership owner Linda.

I understand that things come up, but when the dealership picked up my tractor, it was not even taken into the shop until Tuesday of this week. That is 2 weeks since it was picked up on the 4th with the promise that it would go in the shop that day.

This plus the multiple broken promises of returning phone calls has left me extremely upset and worse yet, makes me doubt the quality of the service I was to get. I asked Linda why I was lied to numerous times, and she stated that she doesn't like that word, that things had come up, and that she was doing her best.

Is this the type and style of treatment that a Mahindra customer should expect from an authorized dealer? Multiple lies, false statements, not communication, holding my property hostage for two weeks with no work performed on it?

Is there a factory rep, area manager or corporate contact that I can speak with to insure that this matter is resolved amicably?

The dealer "Linda" was extremely impatient and could not nor would provide any explanation for the 2 week delay in getting my tractor in nor could she provide what had been done to the tractor or even an estimate to fix it.