MyTVS — Faulty service of Ford Fiesta diesel car-TN01-AJ-9957 - excess billing without receipt

Address:

Ki Mobility Solutions Pvt Ltd, B18, First Main road, Ambattur Industrial Estate, Ambattur, Chennai-600058

Dear Sirs,

As a customer of MyTVS, I gave my Ford Fiesta car TN01 AJ 9957 for service at MyTVS Ambattur with a complaint regarding coolant leak, oil getting mixed in cooling system and engine overheating on 15.12.2020

I got the serviced vehicle back on 28.12.2020 after a delay of 5 days from the promised date. Bill was for Rs 21, 600/- with no proper briefing of the service details (Job Card no. RJC-KAMB[protected], copy attached). Took delivery of the car and drove it 3 days for short distances and on the 4th day went to airport for a drop. When I came to the parking area for my return from airport, I found green coolant of my car mostly drained from the coolant tank on the pavement. I checked the coolant level, managed to drive slowly, stopping at many places since the engine was overheating again.

Reported to the technician about repetition of the problem identified earlier, went and dropped the car on 04.01.2021. Stayed for 5 hours at the Service station without any progress except that they conveyed to me that the radiator fan was not working owing to an electrical relay problem. I was promised delivery the next day with no indication of any further expense. After daily follow-ups, finally I was told that I could take delivery of my car on 12.01.2021 and I went to pick it up on 13.01.2021.

To my dismay, coolant tank was found fully mixed with oil again. After I showed them the condition of coolant tank, they then drained it and refilled it with fresh coolant. When I asked them about the missing plastic hood above radiator, they could not locate it but tried convincing me that it was not essential and I could visit later to collect it. Then, I was given a test drive of about 50 km along with their mechanic who checked the condition of coolant after the drive. Fresh coolant was again found mixed with thick black oil.

Asked the manager and marketing person at the front desk for clarification. Explanation was, it happens sometimes and it would get cleared after driving for a few days. I wanted to have a confirmation from them that there is no risk in driving long distances as far as engine health is concerned. They confirmed that there is none. I am quite unsure about this commitment, as technical literature says otherwise. The problem of oil mixing in coolant tank still persists and it has got worse after 10 days.

Then I was compelled to pay a sum of Rs 8, 260/- as additional service charges with no bill or receipt. Second time when I left the car at the Service station on 04.01.2021, I was not given any receipt for their possession though my car was in their custody between 4th and 13th Jan 2021. When I asked the marketing person to furnish particulars of additional repair done, he had promised to send me the bill by email. Till date, I have not received any mail for the same (though I shared my emaild id at the front desk)

May I request you to look into the matter, examine the reason for deficiency in service and excess billing by your staff and resolve the issue by rectifying the problem that has arisen out of faulty repair. Copy of card payment received by them without any bill, is attached for your ready reference. Since I was not provided any contact details for grievance redressal, I am writing this to you with the firm belief that you would be keen to hold the reputation TVS group high.

Thanks and regards,

Paulraj.S

Postscript : Team which handled my car service/billing
Mr Godwin & Mr Vinoth Kumar
Mr Kulothungan
Mr Murali / Mr Hari