Maruti Suzuki — Poor and lackadisical service received from PEBCO Motors, Jamshedpur, Jharkhand

Address:

East Singhbhum, Jharkhand

Dear Ma'm/Sir, This is to bring to your knowledge and notice the poor quality of service, servicing of car and customer/client handling at your end by your agents/representatives working at PEBCO Motors, Jamshedpur, Jharkhand. It is pertinent to mention here that due to the gross negligence of your agents, my Maruti Swift car bearing registration no. JH05Y8200 was badly damaged. Moreover, despite my repeated requests to your agents working at PEBCO Motors, no heed has been paid to my predicament till date. I am a middle class senior citizen with service background. I had purchased said Maruti Swift car from your PEBCO Motors outlet with my hard earned money and all my savings in the year 2009 and since then my car has been maintained and serviced regularly. I live on fourth floor, C-42, Nishant Vihar, Adityapur, Jamshedpur, Jahrkhand. In the year[protected] I was keeping unwell and had also undergone surgery of my left knee and was mostly home bound. Since my residence is located on fourth floor of the building with no facility of elevator/lift, I am unable to climb up and down the stairs frequently. All through, however, your agents/employees/representatives kept making telephonic calls to me regarding paid servicing of my Maruti Swift car. I explained my particular circumstances and inability to bring my car over for servicing whereupon I was reassured by your agents/employees/representatives that my car shall be safely picked up from my residence, serviced thoroughly and according to my specifications, dropped back at my residence and parked safely. Upon receiving such reassurances I allowed your agent/employee/representative to pick up my said car from my residence on 23.02.2015. On the same evening, my car was delivered back by your agent/employee/representative. I specifically requested said person to park my car in the manner and location where I usually park my car to save it from any damage and so that it does not cause any incovenience to other residents of my society. Your agent told me that he has parked the car to my exact specification upon which I paid an amount of Rs. 3, 650/- (Rs. Three Thousand Six Hundred Fifty only) to your agent vide invoice bearing number BC14022163. Picture image of said invoice is being attached with this complaint for your reference. To my utter surprise, on the morning of 24.02.2015, when I went down I found my car parked in the middle of the narrow street of my society complex because of which, it had received severe damages by other cars passing by. The left tail lights and bumper of my car got severly damaged due to the gross negligence of your agent/representative. When I checked the car further by driving it, I also found out that my requirements of servicing had not been fulfilled by your service centre despite my specific requests regarding areas of concern. I immediately contacted your representatives/agents at PEBCO Motors to register my complaint. I was made to speak with Ms. Vandana, to whom I narrated the entire episode and the condition of my car upon delivery. I was reassured by Ms. Vandana that my complaint shall be looked into and then she forwarded my call to one Mr. Mishra, who she said was the incharge to be addressed in this regard. I spoke with Mr. Mishra as suggested by Ms. Vandana and Mr. Mishra sounded very concerned with respect to my grievance with the shortcoming in services rendered by your company. I was reassured over and over again by Mr. Mishra that he will do the needful in this regard at the earliest. Post my telecon with Ms. Vandana and Mr. Mishra, I was hopeful that my grievance shall be looked into and redressed at the earliest. However, no agent/representative/employee of yours contacted me to do the needful. Thereupon, I contacted Mr. Mishra at PEBCO Motors and I was again reassured that my complaint shall be addressed at the earliest. However, till date no action has been taken with respect to my grievance. Moreover, Mr. Mishra has resorted to avoiding my calls and delaying the processing of complaint for reasons best known to him. I again contacted Ms. Vandana last friday i.e. 10.04.2015 regarding processing of my complaint. However, I received blank reassurances with no end result. I am left with no option but to lodge this complaint. I am shocked, surprised and pained to see that the much trusted and bankable name of Maruti is being tarnished at the hands of few unprofessional agents/employees/representative. The purchase of my Swift car was culmination and ultimate achievement of quintessntial middle class Indian dream of owning a car---- a dream sold by you and your agents through various advertisements and reenforcements. However, what I had not expected was the poor and reprehensible after sale service such as this. What adds to my woes is that your agents/representatives are acting insolent, nonchalant and blithely unconcerned despite my having apprised them of my ill-health in the wake of recent knee surgery and difficulty in walking and driving faced by me. I am lodging this complaint hoping that my grievance shall be redressed at the earliest and the requisite shall be done at your end to provide proper servicing to my car and compensate me for the damage suffered due to the gross negligence of your agents/representatives. I look forward to your response and the action taken against your erring agents/employees whose acts/omissions are non-conducive to the good rapport and taint-free reputation built over decades by you in this country. Kindly keep me apprised of the processing of my complaint. Looking forward to your co-operation, Regards, Ashok Kumar, s/o Late sh. Ratneshwar Prasad, r/o C-42, Nishant Vihar, Adityapur, Jamshedpur, Jharkhand. Phn: [protected]