[Resolved]  Volkswagen India — volkswagen roadside assistance (rsa) program

Address:4th floor, Silver Utopia, Cardinal Gracious Road, Chakala, Andheri East, Mumbai City, Maharashtra, 400099

I had purchased a volkswagen polo car from kerala on 20th october, 2014. Along with the car i had also subscribed to the roadside assistance program which was purchased from volkswagen raipur. The vehicle was covered under roadside assistance program, as per the details defined under benefits, terms and conditions of the program. The same was purchased on 20th december, 2017 and certificate number is vw41502a00004700. The certificate of enrolment is enclosed herewith.

On 14th september, 2019 around 11.00 am on nh27, near village sirsaud chouraha, i had an accident. A complaint was lodged under police station amola of shivpuri district of madhya pradesh. The copy of the complaint is enclosed herewith.

That the accident occurred within first 2 years of the certificate of enrolment with cover start date of 23rd december, 2017 and cover end date of 22nd december, 2019, and therefore my vehicle is covered under the volkswagen roadside assistance program.

I communicated with rsa on the day of accident, and called them up, and they very kindly arranged my vehicle to be towed to the volkswagen workshop in gwalior. I reluctantly agreed the vehicle to be towed to gwalior vw workshop as rsa demanded 24, 000 inr for the car to be towed to the workshop nearest to my residence. I respected the terms of the rsa policy which states that the car will be towed to the nearest workshop only, although it is a logistical nightmare for me to travel to gwalior for claim related issues.

Although the accident happened at around 11:00 am, i had to wait near the accident site for the rsa recovery until around 4:30 pm or so.

After that, i hired a taxi from jhansi orchha to bagh villas jungle camp and spa, kanha, for which i booked a vehicle of the company ajmeri tour and travels which cost me 19, 845 inr. The copy of the bill is enclosed herewith.

I had to stay at orchha, as i was still under shock of the accident, where i could find a decent accommodation and on 15th september, 2019, i paid the stay expenses of hotel bundelkhand riverside of 3, 200 inr and food expenses of 1, 260 inr (Total of 4, 460 inr). The copy of the bills is enclosed herewith.

On 17th september, 2019, i sent an email to the reimbursement assistance of volkswagen informing them about the accident and requesting them to reimburse me for my stay and transportation back to my original destination from the accident site, as was mentioned in the terms and conditions of the ras enrolment document and gave them details of my bank account.

Since i did not receive any response from the reimbursement assistance of volkswagen within 10 days from 17th september, 2019, i once again addressed a reminder email on 28th september, 2019 to the reimbursement assistance, pursuant to which one of the customer care executives called me and informed me that they will send me a reply by email.

By 30th september, 2019, i had not received any reply and therefore, i once again sent an email requesting them to amicably sort it out or else i would be left with no option but to approach the consumer court.

That thereafter i was verbally offered 6, 000 inr as compensation, which is unacceptable as i have the right to get atleast the taxi and stay fare reimbursed, according to the contract i had signed and the total expenses had cost me 24, 305 inr.

That clause c of the terms and conditions of the certificate of enrollment mentions about the benefits to vehicle’s occupants during outstation breakdown and states that the occupant will be entitled to receive stay or travelling expenses due to immobilization of vehicle. The terms and conditions of the certificate of enrollment are enclosed herewith.

I, therefore, called upon a company to reimburse my taxi fare as per clause c of the terms and conditions of the certificate of enrollment within 15 days from the date of receipt of notice dated 19th october, 2019 which i sent through my advocate but there is no response therefore i am filing this consumer complaint.

Akhilesh nair:
M: [protected]
Email: [protected]@yahoo.com,

Himanshu kode
M: [protected]
Email: [protected]@gmail.com
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Aug 7, 2021
Complaint marked as Resolved 
Volkswagen India customer support has been notified about the posted complaint.
Verified Support
Dec 12, 2020
Volkswagen India Customer Care's response
Dear Customer,
Greetings from Volkswagen Passenger cars!
We value your association with our brand and appreciate the time you have invested in sharing your feedback.
We understand your query has been resolved and addressed by our dealer partner, request you to kindly mark it as resolved on the consumer forum website.
In case there are any queries unaddressed, please feel free to contact us at[protected] or write to us on customer.[protected]@volkswagen.co.in
We thank you for being our valued customer.
Assuring you of our best services always.

Yours’ Sincerely,
Customer Care- Volkswagen Passenger Cars
Division of ŠKODA AUTO Volkswagen India Private Limited
(formerly known as Volkswagen India Private Limited)
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