Maruti Suzuki India — complaint about bad servicing

Address:

A5/603, Saket Complex, Thane (W), Thane, Maharashtra, 400601

I am customer of Maruti since 2006, having faith on the company and that's the reason, i never thought of buying car other than maruti. My experience with Maruti and its service was nice and had never given my car to any outside vendor, even for a small purpose, but my last experience with one of your authorised service station at Thane was very bad. I have given my car "Ertiga VDi" for regular servicing on 8th June 2019 at FortPoint Automotive (cars) Pvt. Ltd. Kothari warehouse No. III, Tikunji-ni-wadi Road, Manpada, Thane and received the same on the same day late evening. Thereafter, I have used the car for office purpose, which is about 3 km from my house. On 22/06/2019, i planned to drove the car to my hometown Nagpur to attend the marriage, but after driving for about 275 km (about 20-25 km before Dhule), the A/c unit stopped and heavy fumes started coming from the bonut; even the steering got jammed. With the help of passerby, i took the car on the side of the road and opened the bonut; heavy fumes were coming from the pipe, which got disconnected form the coolant tank. I poured water on the coolant tank and tried to cool the tank. Meanwhile, I also contacted the advisor of FortPoint Thane, who attended my car for servicing on 8th june and updated about the problem. He suggested contacting nearby maruti service centre. I then contacted at Seva Dhule, who then suggested me to contact another service station at Malegaon, but could not contact them due to some technical reason. Aftre pouring water, the indicator started showing the needle between cool & Hot. I again contacted the advisor at Thane and told him about the situation and asked if the needle of indicator has came between cool & hot, shall i drive down to dhule for repair, which about 20 km from the spot; he says ok. Then, i started the car and in between poured water on the coolant tank / bonut and somehow reached Seva Dhule. There, they found that the pipe was fixed to the coolant tank using m-seal, which they suggested that m-seal was not advisable to fix the pipe and they should have replaced the pipe itself (which hardly cost about 200/-). Even after repairing the pipe of the coolant, the indicator still was moving towards hot side, after taking trial for few km's. Then i was told that, the engine to be checked and repaired, if any damage occurred to it. They gave me rough estimate of about 65000/- with repair time of about 15 days. I was having no option other than to follow their instructions. After few days, i got the revised estimate of about 83000/-, and i was told that heavy damage has occurred to the engine and again i was not having option other than to say go ahead. And on 20/07/2019, i was called to collect the car and the final bill shoot above 90000/- and i paid 91718/- (which include cost of some parts, which they replaced as preventive measure) for the said repair and took my car. I was again told that, instead of fixing the coolant pipe with m-seal, if they could have replaced the pipe, nothing would have happened to my car. Everyone was surprised at Seva Dhule, with the recommendations of FortPoint Thane, which was mentioned on my service bill, which reads as "500/- discount washing & cleaning, Coolant tank lock broken, water pump minor leakage, ..." They didnt cleaned and washed my car during routine servicing and if they were knowing about problem in the coolant tank, they should have repaired and then handover the car. I was neither told anything about repercussions of the coolant tank problem, nor given any advisory. The recommendations of the Seva Dhule were "Vehicle reported for engine coolnat leakages issue. as per our diagnosis we seems that engine coolant leak from reserve tank outlet hose and coolant boiled at reserve tank, we also found that outlet hose was already repaired and M-seal putted on it (instead of repairing M seal, pipe should have replaced). same informed to customer and taken approval for dismantling engine and completed under chargeable basis. Head repair outside for customer demand (vehicle receive time speedometer reading 132790 km), vehicle get trial 132 km after getting engine o/h done."
I also contacted the fortpoint thane representative and he refused putting the m-seal on the coolant tank. I already have raised a complaint (bearing no. [protected] dated 18/07/2019) against fortpoint through customer care, but nothing has happened apart from offering Rs. 18500/- from fortpoint for the mistake they did (which i refused) and passing the buck on Seva Dhule. They were mentioning that Seva Dhule has unnecessarily replaced the parts, only to bulge out the charges. Since i am not a automobile engineer, am not sure, who is making fool of me. Please look into this matter asap, before i took any legal step, if not resolved at your end.