Just before I go on to express my concern, let me briefly introduce myself. I am Gautam Gorawara, Manager - Operations with American Express.

I am writing to you for something I have faced a lot of trouble in... I purchased a Hyundai Accent last year in July 2008 ( Registration Number - DL 4CAV 2074 ) from Superon Hyundai, located in Gurgaon ( Address - No.134, Pace City, Sector-37, Sector 327, Gurgaon - 122002 ).

I was dealing with a sales executive by the name of Mr. Hemant Kumar. I made the booking for the car in July '08 and paid a booking amount of Rs. 5000. I got the delivery of the car in September '08. At the time of making the booking and even while taking delivery of the car, I was told by Hemant Kumar that I would get an exchange bonus of Rs. 10,000 for my Old swift that I had sold of to True Value. I was asked to submit some documents - Copy of RC of old car, No Objection certificate and copy of New RC and I submitted these documents well in time. At that point in time I was also asked to submit a 'sales receipt' which takes some time after the car is sold off... The same was communicated to Mr. Hemant and he agreed to wait till the time I got the receipt.

A couple of months later when I got the receipt, I spoke to Mr. Gurmeet and Mr. Amrit at Superon Hyundai and was told that the documents I had submitted to Hemant were not even there in my file.. Due to Mr. Hemant's lapse, the entire process got delayed. I got the sales receipt and had to re-submit all the documents once again. Mr. Amrit was helpful all the time and kind enough to come over to my office and collect those documents.. I was categorically and explicitly told that I will get the check within one month, at the most two months.....

After about five months I figured out that I had still not got the money and called up Hemant to find out the status of my claim.. Mr. Hemant said he'l find out and call back. I dint get a call back from him for a week. I called him up the second time.. He said give me a couple of more days time... I dint get a call back for the next three days as well... Then I spoke with Mr. Gurmeet and he was well aware of the whole matter and was in agreement with what I had gone through... He too said, 'I will positively call back and confirm the response to you'... For the next three days I dint get any calls from Mr Gurmeet as well....I called up Gurmeet and he said that because the time within which I had submitted the documents had gone past 60 or 90 days ( which is something that was never communicated to me neither by Gurmeet nor by Hemant ), I will not get the refund... I also spoke to one of my colleagues who had a similar interaction with Mr. Hemant Kumar and he had the same concern and grudge regarding the run around he was given for his exchange bonus.... His name is Mr. Sumit Kapoor..

I clearly want to mention that at no instance or point in time was I told by anyone, neither Gurmeet nor Hemant that I would not get the refund because of any time lag... This is something that came up out of the blues...

Its not over yet... I wrote a mail to the General Manager of Superon Hyundai, Mr. A.K Manchanda on July 30, 2009 and the reply I got was 'At the outset we regret the inconvenience caused to you. We are looking into the matter and shall revert shortly in this regard. Till such time kindly bear with us.' Its been close to a month and I haven't heard anything from him or anyone working under him. I don't understand what was his definition of 'shortly' in the mail he wrote.... ? I have a copy of the mail I got from him which can be produced anytime its required.

I am absolutely disappointed. One, because its been close to one year and I am being given a run around for my exchange bonus, something that was committed to me..Second, I have also bought cars in the past but have never been subject to this harassment and bad customer service... I am absolutely disgruntled at this level of service. It only leads me to believe that there is something suspicious going on and my money is being detained for no rhyme or reason.

I request you to kindly look into this matter on a top priority basis and get it resolved at the earliest possible... I can be reached at this e-mail address or at

gautam.gorawara@gmail.com. My contact number is 98180-15858.