Poor quality of work and Cheating by Rohan Motors, New Delhi X

**sirfsachin** · 11-08-2010, 10:12 AM

Dear Mr. Pankaj Narula,

Hope you are doing great today. This letter is to bring to your notice
the cheating done by Rohan Motors (F9/B1 Mohan Co-Op Industrial
Estate, Mathura Road, New Delhi) in repairing my Car. My name is
Sachin Sharma and I have a White Swift LXI (DL6CL 4200) which is
registered in the name of my Father Shri Virender Pati Sharma. The Car
met with an Accident on 3rd Oct 2010 at Mathura while we were coming
from Agra. I got the car towed to Rohan Motors, Delhi since it is very
close to my home (in Badarpur). The Body Shop Manager, Mr. Sanjay
Chaudhary committed that they will take 2 weeks to get the car
repaired. When I checked after 2 weeks, they told me it would take
them one more week since they did not have some parts due to
commonwealth Games. On 22nd October, I paid a visit to the workshop to
see how much work had been done on the car and was shocked to see that
almost half of the work was unfinished and the left door was still
dented. On being asked the reason, they told me that the insurance
company had refused to pay for the Left door. They also let me talk to
the National Insurance Surveyor, Mr. Ruchir Mangla who said he will
take a look at the pics and will write to the Insurance company about
it. I clearly told the Workshop Assistant, Mr. Sagar that I would not
pay a single penny for the Door since it was damaged in the accident.

On 25th Oct, the car was supposed to delivered by 2 PM but even after
repeated calls from my side, they called me to come to the showroom at
6:30 PM. When I reached the Showroom at 6:30 PM, it was already dark
and My Car was delivered to me in hurry as if I was the person who
made them work late. They shocked me with the bill which was Rs.
17010.00. They also told me at that time that the insurance company
had refused the door claim and that I will need to pay for the door
repair and paint. It was 7:30 PM by then and I was under pressure to
either pay or leave the car there. I finally paid them the money and
got the Car. There were so many problems that I had to take the car to
them the next day to get it fixed. Here are some points I would like
to bring to your notice:

1. As a customer, I have a right to be given an estimate of the total
bill by the workshop. Till the day of the delivery, they never told me
the estimated amount even after continuous requests.

2. Rohan Motors did not think about asking me before repairing my Door
even though the insurance company had rejected it. When I talked to
the Insurance Surveyor, he told me that Rohan Motors never asked him
about any door repair.

3. Rohan Motors gave me a wheel rim for the damaged front left wheel.
They did not put the rim in the wheel and told me to get it fixed it
outside. I want to know whether a Maruti Authorised workshop has the
required tools and technicians to carry out minor works like putting a
rim in a wheel.

4. The reason given for the delay in my Car's repair was Commonwealth
games. Was it the real reason? Can Games stop parts coming to Delhi? I
am really amazed at this excuse.

5. My car has had 2 repeat jobs since 25th October and never ever was
a new Jobcard open for the repeat Job. When I asked the Manager (Mr.
Sanjay Chaudhary), he clearly told me that they don't open a Job card
for repeat jobs. Please let me know if this is a Protocol at Maruti
Suzuki.

6. It seems doing repeat jobs in a habit at Rohan Motors. So far, I
have taken my car twice to them and there are many problems (like a
strange noise coming while driving) that are yet to be fixed. Since I
am a working executive, I find it really hard to visit Rohan Motors
repeatedly and waste my productive office hours. I am loosing my time
and money for somebody else's mistakes.

7. There are many items in the Bill that Rohan motors has wrongly
charged. For example, the radiator claim paid by National Insurance
company is 95% while Rohan Motors has taken 50% from me. Similarly,
the Air Cleaner Assembly has been counted as a 'Consumable item' while
the National Insurance company treats it as 'Plastic'. There are
around 12 items where they have misappropriated the definitions and
charged me extra. If you want, I can send you a scanned copy of the
itemized bill and my receipt.

8. I gave the Car Towing Bill (of Rs. 3500) to the Manager Mr. Sanjay
Chaudhary who was supposed to pay me some amount (around Rs. 1500)
upfront but he did not pay me saying that the insurance company will
pay me the money. I want to know how exactly does this happen. Will
the insurance company pay me or Rohan Motors?

9. As per the Insurance law, the Workshop shall not charge me anything
for the 'Metal' items whereas Rohan Motors has charged me 5% value of
the same. They told me it was the 'Salvage Value' that they charge
whereas the Insurance company told me they cannot charge me anything.
My question is, if Rohan Motors charged me a 5% Salvage Value, why did
they not give me the old metal items of my Car. Would they make a
profit by reselling the same?

10. After the Car delivery, nobody bothered to give me the feedback
form even after repeated requests. Is feedback form a thing of the
past at Maruti?

There are many things that reflect Rohan Motors' unprofessional and
unethical attitude but I would not like to mention all of them at this
time. Regarding the insurance claim goof up, I hold both Rohan Motors
and the National Insurance company as responsible and hand in hand for
taking the customers for a ride. I am pursuing the insurance company
separately and preparing to go to IRDA by next week. For the cheating
by Rohan Motors (in the form of Poor service and inflated Billing), I
would request you to kindly look into the same and let me know what
best can be done to prevent these types of frauds and unethical
behavior by these Maruti Authorized workshops.

Having said this, I am really sorry to see that these so called
authorized workshops are fleecing people of their valuable money and
still giving them POOR SERVICE. This is a liability on the image of
Maruti as a Global brand and sooner or later will reflect in the
customer satisfaction levels. I have made up my mind to pursue this
matter till something concrete is done in this case, even if that
means going to the highest Court in India.

I am looking forward to your response in this case and a speedy action
will be greatly appreciated.

Yours Faithfully,
Sachin Sharma

Priyanka Thakur · 11-22-2011, 03:59 PM

Mail sent to Maruti by my Husband on Jul 26, 2011 at 6:53 PM

From: Pankaj Guleria <pankaj.guleria4@gmail.com>
Date: Tue, Jul 26, 2011 at 6:53 PM
Subject: Complaint of Cheating,Malafide Intention & Fraud Against Rohan Motors-Golf Course Road, Gurgaon !!!!
To: contact@maruti.co.in, shashank.srivastava@maruti.co.in, mayank.pareek@maruti.co.in, rc.bhargava@maruti.co.in,
s.nakanishi@maruti.co.in, mpareek@maruti.co.in, oishi@maruti.co.in, pallavi.shroff@maruti.co.in, ds.brar@maruti.co.in,
amal.ganguli@maruti.co.in

Dear All @ Maruti,

I am writing this mail in Utter Shock & Disbelief and something like this is really very hard to digest. That something like this can happen is really SHOCKING !!!! This Traumatising, Agonising,Shocking & Frustrating Experience of Purchasing a New WAGON R-LXI Started last week when my wife decided to buy Maruti Wagon R-Lxi from Rohan Motors, Sector-54, Suncity Business Center, Golf Course Road, Gurgaon. We met a lady by the name of Leena who was dealing with us throughout along with her Boss (Sales Manager)

We were offered a Maruti Wagon R-LXI of December 2010 make and there was additional offer of Discount @ Rs. 30,000/- on this car, i enquired about the reason as to why the car is still not sold, as its well past 6 months, the explanation was that the said car was reserved by some customer and later on his Loan from Bank was declined and he could not take the delivery. As a result the car had remained unsold because the customers prefer to take fresh year (2011) Make vehicles.

We had no such reservations regarding the Year of Make as long as we were purchasing a New Vehicle from the Showroom. We decided to go ahead with the purcahse as the car was costing Rs. 3,54,000/- on Road. This looked like a pretty win-win situation for Both, The Dealer & Us as they get rid of their Old Stock which would have been hard to sell and to us, becasue we were getting the Extra Discount.

We settled for a Wednesday (20-07-2011) delivery. We reached showroom at about 7.30 P.M and completed the formalities and by the time we took Delivery it was about 8.15 PM and we were the last customer of the Showroom that day. I had barely crossed 100 Mts, i told my wife that there's something wrong with the vehicle, it's not giving me the feel of a New Vehicle.She laughed it off saying that i should not be comparing the drive with my HONDA CITY (since last 6 months i have been driving Honda and have not driven a smaller vehicle.) I also thought that this could be a possible reason, so i decided to drive further. We got the fuel tank filled at petrol pump and started driving towards our Home. My Home from the showroom is not very far, By the time i reached home i was totally convinced that the VEHICLE THAT I WAS DRIVING WAS NOT A NEW CAR PURCHASED FROM A SHOWROOM OF A REPUTED CAR MAKER OF THIS COUNTRY. I called up Leena @ 8860004528 3 TIMES Before i reached home that day, each time telling her that there was something wrong with this NEW CAR which they have sold me. She kept on convincing me that everything was fine and it was indeed a New Car. When i called her third time and the last time that day, i told her that i was not going to settle with the trash that have been offloaded to me and i would visit the showroom next day morning, to return the trash along with the Box of Chocolates given to us at the time of Delivery !!!!

Needless to say, we spent a sleepless night thinking all sorts of crazy things and for once my confidence was actually shaken in the entire system. I was convinced that the corruption and all other ills that plague our society have actually spread its tentacles to all strata of society. How on earth can this happen that a authorised dealer of a company with impeccable reputation do this to a customer. We would have accepted and digested this if we were dealing with Congress, BJP, BSP,SP and all other Fraudsters and Great Scamsters of this Land BUT NOT FROM A AUTHORISED DEALER OF MARUTI SUZUKI. THIS WAS WAY BEYOND MY WILDEST IMAGINATION THAT A MARUTI SUZUKI AUTHORISED DEALER WOULD SELL ME A OLD/TRASH CAR IN DISGUISE.

However we were ready with our action plan for the morning and i had decided to return the vehicle to the Showroom, First thing on the morning of Thursday (21-07-2011). I was prepared to take the Dealer & the Company to the consumer court in case i was not given a Brand New Car. I was prepared to go to any extent and was not ready to accept this AT ALL. I also had crazy ideas in my mind like, rolling out a front full page advertisement in Times of India and Hindustan Times telling the society to be Beware !!!

Anyhow, we visited the showroom first thing in the morning and told the lady that we have come to return the car as this was a piece of TRASH and the car was not a New Car, in all probability it was a Demo Vehicle or Defective, but not a Brand New Car, it was definetely a USED CAR. Firstly they refused to accept that it was a used car but we were adamant. I have been driving since ages and this was not a first purcahse so i new exactly as to how a new vehicle drive feels. Had this been my first purchase i would have been fooled by these junkies. ??

Within half an hour, we were asked to take refund of the monies that we had paid, but i refused as we came for a New Vehicle Purcahse and all i wanted was a Brand New Vehicle, THAT's IT. Sales Manager (Leena's Boss) immediately agreed to give us a New Vehicle but asked for additional funds, as the Extra Discount would go away. We agreed to pay that extra amount becuase we wanted to end this nightmare.

We were asked to furnish an Affidavit on a Rs. 10/- Stamp paper so i went off to procure the same. During this my wife was alone at the showrrom as i told her to stay at the showroom itself. While she was there alone, she was again approached by the Showroom incharge (I do not remember the name) who told her that they can not accept the vehicle return as this has been sold. Rather he would call a team of 5-6 Engineers from Maruti to satisfy us that this WAGON R LXI , With Chasis Number -208230 & Engine Number 1352314, Key Number 5813 is indeed a New One and there is some mistake from our part in judging the vehicle.

She immediately made him understand that we were not going to take the vehicle back, come what may. After 5 Minutes the same person returned, apologised and agreed to deliver a Brand New Vehicle, Finally we took the delivery of a New Wagon R Lxi at around 6.00 P.M that day, putting an end to the Mental Trauma and Suffering that we had gone through in the last 24 Hours.

But i won't be completely satisfied till.....

1) i report this to the Management of Maruti in India/Japan

2) I get response to few questions that i have for Maruti Suzuki Management.

The Questions are:

1) Is this a regular complaint or a First Time ??

2) if a first time, Would you investigate the matter to its depth and take action against the dealer and/or Maruti Employees if Found Involved .??

3) Would you take this car off the showroom so that there's no one else to suffer. ??

4) Would you get an apology letter issued to us for this misdeed of few that have shaken our confidence in your Company.

With this i would like to close this chapter, leaving entirely upto the Management of Maruti to take future action course.My moral duty was to report this to you and i have done that, what action you take is entirely upto you.However I would like to see Maruti Restoring its lost confidence in me by doing the right thing. Otherwise you have lost a customer for life and if it continues, this may be the begining of an end. !!!!!!!!

Pankaj Guleria

All the threads listed here shows that Rohan Motors is a certified cheater but above all Maruti is keeping such a blind eye. This implies that they are also aware of all this. So better go for anyother brand and boycott MARUTI because its the common man who is suffering and others are making money.