| Address: New Delhi, Delhi, 110001 |
| Website: www.competent-maruti.com |
I made a car booking of Maruti Suzuki Vitara Brezza at Competent Motors dealership at Connaught Place on 12th June 2016 after I was convinced by a high ranking official at Maruti Suzuki- Gurgaon Plant as he is a good known and recommended that if I book a car at competent motors I was to get the delivery soon. Before this I had purchased Maruti Suzuki cars from Rohan Motors, Pasco and Rana Motors and that too in last 1 year the experience I had was amazing everything was done over phone margin money and booking charges were collected at doorstep and I made a single visit to the dealership’s that too on the delivery date.
This time I booked the car in name of Kabeer Karnani, my younger brother on 12th June 2016 as me and my brother kept calling the Showroom for someone to come and pick up the booking amount no one turned up so finally on a Sunday me and my brother decided to personally visit the showroom and submit the booking amount the staff was not welcoming enough and was talking in slang language but anyways I ignored it asked about the booking amount the sales man said Sir its 25000 I said do u accept payment by card he said no only cash payment accepted for booking I went to a nearby ATM and withdrawed the money came back to the payment window the cashier sitting there said sir booking amount is 21000 not 25000 I ignored his mistake of telling the wrong amount as I thought this is a human error and not a problem anyways and paid the booking amount of 21000 and left.
We used to call the dealership once a month and ask the status finally the 2nd month I called the sales man phone number was coming switched off kept trying for 2-3 Days then finally thought to call the landline number came to know that the guy has left the job then they said they will call back in sometime and let us know the status but till after 3-4 days there was no call from dealership we decided to call again to remind finally the guy again said that they will call and let us know the status but this time he called back and said it will take around 30 days more, we were fine with it as we expected 3-4 Months waiting time in next 2 days we got a call from the dealership to tell us that the vehicle was ready and we can get the delivery in next 3-4 Days and they called us to get the loan documentation done and document submission, we visited the dealership on 14th August 2016 to submit all documents and ID proofs after that again silence on Monday 22nd August I got a message from HDFC bank that the loan is approved and ready to be dispersed, that is when I called the dealership again to ask if it was done the guy said he will call back and confirm, I got a call back after 3-4 Hours and told me to pay the remaining amount after that they will start working on the case I asked him the balance amount and he told me he will call back and confirm in next 5 minutes but no call back from him. The next morning I called the guy back to enquire about the amount again this time he again said he will call back in sometime and confirm but this time he did call back but only after 3-4 hours after I put him multiple text message to confirm me the amount finally Tuesday was getting over and my time to make a bank transfer was also over so I decided I will collect cash from family and friends and pay in cash so that the process can be speeded up, by the time I could collect all the money it was 4 PM I started driving to the dealership from Gurgaon it was bad traffic I decided to call him to ask till what time they are open he asked why I said I am coming to make the balance payment and asked him if I make the payment today when is the earliest I can get the delivery of the car he said sir when the cheque clears I said I am paying in cash to avoid any delays he told me to wait till he confirms from his senior management if they can accept cash or not I put my car on side and waited for his call back 10 mins passed by I called again and asked him did you confirm he said sir I will call back in sometime as I am busy I told him I am sitting in the middle of road and need to know if I can come or I need to turn around again after waiting 10 mins a expected no call back from his side I called him back again then is when he confirmed to me sir we need RTGS or NEFT I told him to message me the details so I can get this done 1st thing in the morning so entire Tuesday gone for a toss, I made the payment through NEFT 1st thing in the morning and went to pay the remaining amount by cash to the dealership 1st thing he charged me Rs 5000 more of which no receipt was given to me on asking he said these are Temporary number charges of which no receipt is provided I found it awkward but any ways not a big amount for me so I paid it then the insurance was coming out to be Rs 4000 more than what I was getting from a reputed company though an agent to what they were offering I called up my agent to come to the dealership and do the insurance there and then, they made my agent wait for hours before they could provide engine no and chasis number to my agent for getting the insurance cover note and that was finally provided at night by the time my Agent could not do anything the next afternoon my Agent provided the insurance cover note but by that time the dealership told me Temporary number could not be provided as Authority is closed by now and 25th August would be Govt holiday so vehicle can be only delivered on 26th August, I was fine with it .
On 25th Morning I got a call from the dealership asking for my ID proof as car was in my brothers name and I paid the amount from my account I sent the ID proof and called them back to confirm that is when I asked the guy that am I getting the car tomorrow i.e. 26th August 2016 he said it might take 3-4 Days more and he will let me know when it is done I asked him but on 24th when I went to make the payment they confirmed that vehicle can be picked up on 26th August 2016, Then is when the main Irony started that shocked me and made me realise never to visit Competent motors again in life and to tell the people around me never to go there again as they will make your life hell
He said “ Sir Sarson ki kheti kar rahe hain kya jo tel nikala aur de diya yahan toh aise hi chalta hai gadi leni hai lo nahi leni toh jake tel lo”
These words made me loose my temper and I told him that will some there and set him right, He said “ Jahan aana hai aaja ab teri gadi gayi tel lene main dekhta hun tujhe gadi kaise milti hai” I decided to drive down again I reached the Dealership after an hour and asked for the guy at the gate as soon as the guy saw me he came to me as if he would hit me and that is when his seniors came in between and stopped him and sent him downstairs. They apologised and said they will try to provide the car today i.e. 26th August 2016.
But this thing has left me so much disheartened that I have personally decided never to buy a Maruti car again if this was the customer experience they have to offer to customers.
Also whenever I have bought the car from Maruti other dealerships they pass on some minimum dealer discount to the customer also give you some freebies like God Idol, Mud Flaps, foot mats and Car perfume with a box of sweets and a flower bouquet when I asked them do they provide all this they said no this chargeable I asked how much they said amount Rs 7500 – 8000, I am really shocked by this experience and rude behaviour towards customers either Maruti is not able to take the success on a positive note and work towards making the customer experience a good one or they are not conducting proper Audits at dealerships to ensure that quality are they offering to customers in terms of service.
But after this I wish I could get my money back and cancel the booking, as I would be happy to buy some other brand vehicle as the market is flooded with lot of options as I am seriously concerned about the after sales support they will offer after going thought the mental harassment that I have gone through this time.
Kindly look into it and let me know if I can get my money back I would be happy to go away and would also tell people around me not to buy Maruti Vehicle to make your guys work load less and finally you guys can focus on Customer service and Customer Experience.
Maruti Suzuki India customer support has been notified about the posted complaint.
