I am writing to formally escalate a serious concern regarding my Baleno Diesel car servicing at Varun Nexa Service Center, Ayyappanagar. The situation has become highly unsatisfactory due to repeated delays, lack of transparency, and unauthorized work leading to significant cost escalation.
Timeline of Events:
14th May: I submitted my vehicle for servicing due to an issue engaging the 2nd gear. The car was otherwise in good condition, with all other gears functioning smoothly.
After inspection, mechanic Mr. Nazar informed me that it was a clutch issue requiring replacement, estimated at ₹15, 000–₹18, 000 with a 2-day timeline. I approved the work.
16th–19th May: On follow-up, I received delayed updates. On 19th May, I was informed that even after replacing the clutch, the car would not start due to a “timing issue.” I was advised to replace the engine chain, typically changed at 100, 000 km, but being suggested at 75, 000 km. After discussion with Mr. Nazar and Manager Mr. Mohan, I reluctantly approved this as well (approx. ₹2, 000).
I explicitly confirmed whether there were any additional issues, and both assured me there were none.
20th May: I was informed the vehicle was almost ready and a test drive was pending, with delivery expected on 21st May.
21st May: Upon visiting, I was told there was an engine noise issue requiring cylinder head removal and further work. From this point, there were no proactive updates, despite repeated follow-ups.
I escalated the matter to Mr. Jimmy Carter (General Manager).
26th May: I was informed that the engine had “jammed” and work was ongoing to remove the fuel injector, with a revised estimate of ₹55, 000, which I refused to approve since the issue originated from a clutch problem.
3rd June: I received calls from Mr. Nazar and Mr. Mohan requesting advance payment, stating costs may increase further. I clearly declined and highlighted my concerns again. However, I was told repairs would be stopped unless I approved.
Major Concerns:
The vehicle had only a clutch/2nd gear issue at the time of submission, and the engine was functioning properly.
Engine-related work appears to have been carried out without my explicit approval, leading to further complications.
Costs have escalated from ₹15K to ₹55K+ without justification or accountability.
There has been no transparency, delayed communication, and contradictory information throughout the process.
I am now in a situation where I cannot retrieve my car in working condition unless I pay for repairs I never authorized.
This situation is comparable to a patient going to a doctor for a minor issue, and without consent being subjected to major surgery, followed by demand for payment midway.
I request immediate intervention from top management to:
Investigate this matter thoroughly
Provide a clear explanation of how a clutch issue escalated to engine damage
Ensure my car is restored to proper working condition without unjustified charges
Take appropriate corrective action against the responsible personnel
I expect a prompt resolution to this issue.
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