Pratham Motors — bad service and customer service

Address:

Harlur road, Bangalore, Karnataka, 560068

Hi I gave my car recently to Pratham motors Kudlu branch. the servicing was bad, the wheel alignement was not done while I was charged, many of the spare parts were replaced without my consensus. to make things worse my car key was broken, they gave me back a plastered key which is unsuable. multiple attempts to sort this out has gone vain. to make matters worse the estimate given to me was INR 10000 but I was shocked when I received the bill for INR 16000 which is 60% more than the estimate. Maruthi claiming that their services are cheaper but that's not the case.

Mail written to Kudlu Pratham motors customer service managers with all my bad experience faced. Everybody calls back with a sorry but nobody owns to fix my issue.

Hi Mr. Rajkumar,

I am writing this email with a hope that you would at least take some action and ensure your customers are taken care off. This is the second consecutive time I have faced issues with Kudlu branch and I don’t plan to give my car to your branch for service and don’t fancy telling my friends either.

Vehicle Number – KA 02 ME 9042
Service Date – 29th May 2019

Concerns

a) Car pick on 29th May – I had clearly told the lady that I would need the car to be picked up around 8:30 AM as I will have to leave to office by 9am. Nobody turned up till 9:30 am in spite of multiple calls which were unanswered.
b) The estimate given to me was Rs. 10000, but when the bill came I was shocked to see a staggering amount of Rs. 16000 which is 60% more than your estimate. This is really brutal as to how a Maruti seasoned partner like Pratham can under estimate by 60%. I can understand a 10% variation but not 60%. Though I have paid the amount I need to know how we go about this as I will be raising this concern with the consumer court as well.
c) When I received the car back I was surprised to see the key broken. When I asked the driver he said the advisor gave it to him the same way. When I asked him how was it in the morning when you took the car, he said it was fine sir and I handed over the same way to the workshop. when I call the advisor he says the key was already broken. When I asked him if the key was already broken why is it not written in the inspection sheet when the driver picked up the car for which he had no answer and went on to argue saying “Why would we break your key sir etc”. When I said I will not budge on this he promised a key within 2 days. I kept reminding the advisor about the key he kept delaying and finally after 7 to 8 days he calls me on Tuesday 11th June and says I need the car to replace the key. I asked for the car to be picked up by 8:30 again nobody turned up till 9:15 and my calls were un answered. I escalated the matter to Mr. Sanjay and he arranged a pickup. I was promised the car would be given back the same day. To my surprise again I got a call saying I would get the car the next day as there was some problem, I accepted and told them that I would be traveling out of station on Thursday 13th June I would need the car back on 12th without fail. I was promised that the car would be handed over by 4Pm on 12th. I waited till 6:30 pm and called back the advisor and asked him what was happening. He said give me 5 minutes and he would call back. He called back and gave me an excuse again and said car would be delivered by 9AM this morning. I have still not received the car till now while I write this email. I clearly told the advisor I would need to start by 10am.
d) Wheel alignment – I was charged for Wheel alignment and balancing but when I got the car, it would pull to the left. When I call the advisor he questions me sir which road are you driving in. How does it make a difference on which road I drive when I feel the car is getting pulled to the left was my answer.

After the car was serviced I got calls from various managers etc but none of them even bothered to call me back after they said sir let me check and get back to you. Is this the kind of service you provide in this era where there is huge competition in the service industry. I had been a regular Kalyani customer and I will go back to them. I want to see what you would do with the feedback that I am giving now.

Await your response.

Mr. Sriram – I hope you have made note of my feedback and would look into the 60% over estimate bill and repay. Maruthi always claims their service charges are the least but gone are those days

Regards
Naveen