[Resolved] Renault — Service at Vellore & Insurance

Narayan2701

from Bengaluru, Karnataka

Address:	Vellore, Tamil Nadu, 560038
Website:	khivrajpearl.com

I had a tyre burst on the Chennai Bangalore highway early in May 2017. The vehicle had to be towed to the nearest service center at Vellore. The vehicle is Renault Duster. Agony started from that day on -
1. Insurance is with Bharti Axa through the dealer at Bangalore. The insurance company wants an undertaking that the settlement has been done even when filing a claim
2. The insurance company speaks with the dealer. Does not share any details with the customer. The details of claim submitted and the final assessment and approval are not shared even after repeated request
3. The dealer submits an estimate and keeps revising upwards. No agreement or approval from the customer who is ultimately going to pay. No discussion whatsoever with the customer on what needs to be done and the cost of each etc.
4. On top of this, it has been 50 days since the vehicle is at Vellore still no signs of delivery. No one calls from the dealer and many a time they dont accept the call. Every time their is a new process thrown at you - insurance verification, awaiting their courier etc. No one is bothered

On the whole Renault & the Insurance coverage with Bharti Axa is terrible. Not sure when I will get my vehicle though !!

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Aug 1, 2017

Complaint marked as Resolved

Renault addressed my problem with the dealer and provided the refund

Renault customer support has been notified about the posted complaint.

Verified Support

Jun 25, 2017

Renault Customer Care's response Dear Customer (Narayan2701),

Please check your private message and share the details for us to assist with your concern.

Jun 25, 2017

Updated by Narayan2701 My number is +[protected]

Verified Support

Jun 27, 2017

Renault Customer Care's response Dear Customer (Narayan2701),

Thank you for sharing the details. Our team will get in touch with you shortly to assist with your concern.

Jul 07, 2017

Updated by Narayan2701 Hello Renault Team, can you share an update on this ?
The Problem
After the vehicle was handed over to Khivraj Pearl, a JCB (Crane) hit this on the right side. Therefore, this resulted in further damages to the vehicle. Reluctantly, I had agreed to include this in the insurance claim that was being proposed for the incident on May 8, 2017.
Trident Renault had not suggested a bumper-to-bumper insurance and therefore, the insurance does not cover the damages fully.
My request to Khivraj Pearl was that they should take complete liability for the additional damages that occurred in their custody. The damages which cannot be segregated between incident 1 and incident 2, can be split 50-50. Khivraj’s response is that they have got the best deal from the insurance agency and that the balance should be borne by me. It was already 52 days since the accident, so I have paid the full balance and took delivery of the vehicle yesterday (June 29, 2017).
The Complaint
No approvals: Normally in such cases, my experience is that the service centre calls and confims each repair and the likely cost giving an explanation as to why this needs to be done. In this case, no such thing was done, even after repeated follow ups. This itself is a surprise.
Acceptance of liability for additional damages: Since additional damages occurred at the service station, the liability for the said damages pertains to Khivraj Pearl. This is the right ethics in business and NOT to state that we have got the best insurance claim for you and force the customer to pay for the damages occurred under their custody. I do hope Renault follows this business ethics.
If the above basis is correct, then my request to Renault is to get Khivraj Pearl to agree to the liability for the additional damages.
Help from Renault: Request Renault to calculate the liability of Khivraj Pearl and confirm with the undersigned and them. To enable this, I have enclosed the Invoice as well as the Insurance Assessment Confirmation sheet.
Get the Refund: Get the refund from Khivraj Pearl for their liability to be sent to the undersigned.

Verified Support

Jul 23, 2017

Renault Customer Care's response Dear Customer (Narayan2701),

We've shared an update on your issue. Kindly check your private message for the details.

Aug 01, 2017

Updated by Narayan2701 Thank You Renault for addressing the complaint with speed. I am satisfied with the action taken and resolution provided

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Comments

Bharti AXA Customer Care

from Delhi, Delhi

Dear Sir,

We sincerely regret your experience. We have shared your details with our team. They will get in touch with you soon in this regard.

Thanks