1 Jan, 2018 → by ClaimboUser254887
feedback for bey a new car
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To, CHAIRMAN /CEO/MD/Board of DIRECTORS Maruti suzuki/rana motors Sub: complaint against rana motors sales department (1)(Case No-[protected])17-09-2011 (2)(Case No-[protected])22-09-2011 Respected Sir/madam, Please help me? we want to purchase maruti EECO 5 seater AC+ HTR CNG . in this regard we were in contact with rana motors from 15 sep 2011. They told us that they will offer best deal to us. On 16 & 17 sep their executive contact us & he told us about the offer (offer is cash discount rs. 5000 + basic MGA kit rs .1700 & an auto card & government discount). Their executive visited to my home between 4 pm to 5pm on 17 sep for the booking of the car. He give me in written this offer on the booking slip of rana motors with signature & took the cheque worth rs. 5000 as the booking amount on the same date.the executive also talk about this offer with his seniors & customer care department before taking the booking of the car. On 18 sep the executive call me on phone & told me that they cannot give me this same offer & the car & asked me to cancel the booking. After this the executive, mr.sachin & customer care dept. put pressure on us to cancel the booking. On 19 sep the executive call me on phone & told me that they cannot give me this same offer & the car & asked me to cancel the booking. The executive, mr.sachin & customer care dept. put pressure on us to cancel the booking. Rana motors is not ready to solve this problem & they are continously put pressure on us to cancel the booking.this will definatly ruin the goodwill of maruti suzuki. Whether i should puchase the car from maruti or not. And whether i recommend the purcahse maruti to other people or not from these dealers who refuse to give the offers whisch they stated at the time of booking.maruti should take the major action against this urgently.i suggest to make a common plan like offers, facilities which should be followed by all dealers. If u recomend me to purchase the maruti car then, after purchasing the car will i get this kind of services? We are requested you to give the vehicle with the stated offers on the same delivery date. Also please specify to us if this problem is not solve then what should we can do. why they gave me this offer & took the booking amount against this. Why they are putting pressure on us for cancel the booking. Maruti did not give any reply in this matter yet. This is not the good customer service, we are not satisfied with this at all. Also there is no surety that you provide the good services in future. This is in the hands of rana motors & maruti to give the car. This is the commitment of maruti suzuki because executive belongs to rana motors & rana motors belongs to maruti suzuki. I am saying that this is neither the communication mistake nor any miscommunication & misunderstanding because your sales executive asked & confirmed with the seniors of the rana motors before making any offer to us.rana motors itself also give this offer to us two days before the sales executive visited our home, thatswhy i booked the car. We respect the maruti as a customer We apologize for the inconvinience to maruti suzuki & rana motors, mr. Sachin(team leader), nishi arora( GM), rekha sharma (executive), suchitra roy (TSM).so that there will be no trouble for rekha sharma for the same.she gave the offer after asking the seniors . We are refusing the offer given by suchitra roy as an additional discount worth rs.3000 if the maruti suzuki/rana motors dont want to give us the car with the previous offer.this is the way to make your customer fool. I ask the rana motors & maruti suzuki to find out the solution of our problem & give us the car with the prestated offer (offer is cash discount rs. 5000 + basic MGA kit rs .1700 & an auto card & government discount). This is in the hands of rana motors & maruti to give the car. Rana motors is continously putting pressure on us through phone calls & personal visit to our home for the cancellation of the booking of car. This is the most worst experience with maruti sales yet. Maruti did not give any reply in this matter yet. This is not the good customer service, we are not satisfied with this at all. Also there is no surety that you provide the good services in future. If you did not guraantee for the good customer services Please Return our cheque . This is the commitment of maruti suzuki because executive belongs to rana motors & rana motors belongs to maruti suzuki. I am a senior citizen on 18 sep we lodge the complaint regarding the sales problem which is not yet sort out by rana motors/maruti suzuki. They continously put presurre on us to cancel our booking. This shows that there is no value for the customer time and money. Your executives ask us to cancel the booking but we want that your company should cancel the booking.now your executives do not show any interest in answering our questions & talking to us in straight manner. I would like to know my mistakes in booking the offer : Your executive told us about the offer from 15 sep. We book the car on 17 sep by making payment through cheque. Afterwards your team leaders & executive refuse to give the same offer & continously put pressure/mental harrashment on us to cancel the booking of car. On 21 sep your teamleader with the unknown person came to my home, they asked me to sign on the letter made by them in which they had written to cancel the booking of the car from our(ML mitra) side & continously put pressure on us to cancel the booking. This is not the right way to deal with your customer.now we would like to talk about this matter to your companys senior person, CEO, chairman. Please deliver our car with the prestated offer on the given date.if otherwise rana motors/maruti suzuki do not want to deliver the car with the same offer, then company should cancel the booking from its side & make it in writing . We hope that maruti will provide us the car with prestated offer on time, which is not provided by the maruti till now. Rana motors is not ready to solve this problem & they are continously put pressure on us to cancel the booking.this will definatly ruin the goodwill of maruti suzuki. Whether i should puchase the car from maruti or not. And whether i recommend the purcahse maruti to other people or not from these dealers who refuse to give the offers which they stated at the time of booking.maruti should take the major action against this urgently.i suggest to make a common plan like offers, facilities which should be followed by all dealers. We are not wiiling to give any clarification or in writing for the cancelation of the booking .we want the delivery of car on 4 october with the prestated offer because we already paid the booking amount . I had lodge the complaint & its number is [protected], till now i did not get any response from yourside .I am not satisfied wth your response which received through message on 22 sep at 9:17 a.m. in which you close the case without listening to us & the behaviour shown by your executives & teamleaders. I am requesting you to please listen my complaint & deliver the car on the given date with the prestated offer. Kindly advise us what we should do in this matter? Copy sent to: rana motors, customer care rana motors GM, sales regional office, maruti suzuki customer care dept., maruti suzuki complaint dept. Maruti suzuki Explanation of Feedback given by the customer 1 No amount of time was greeted at the dealership Sir, when you came to our showroom on 24/9/2011. At the entrance of the showroom itself our Lobby Manager greeted you & introduced Mr. Sachin Tyagi (TL), Preeti Saini (CCM) to you. Reply:i am talking about 4/9/2011 i.e. on the date of deleivery. On that day no one was came to greet us. 2 No sales persons were available there for the explanation of features, advantages & benefits of the vehicle. Sir, our TL Sachin Tyagi & Mr. Jasdev (Sales Executive) was all the time with you and Sachin Tyagi himself is an internal trainer & sales champion. He has given you all the explanation of features, advantages & benefits of the vehicle. Reply:at the time of deleivery of vehicle sachin tyagi was not there & jasdev was attending another customer. 3 No salespersons attention focused on our prior to purchase decision Sir, our DSE Rekha has visited at your place. You were convinced her deal then only you give the booking amount. Reply:but afterwards you only said that the deal made by rekha was not available. 4 No demonstration, No test drive of vehicle Test drive is given on dated 17/9/2011 by Rekha at your door step. Reply:on 17/9/2011 they did not give any test drive to us.on the date deleivery also the car was not available for test drive & for delivery vehicle.they handle the delevery vehicle after 2 pm . 5 Follow Up on enquiries were done but not in a good way with harassment. Sir, Rekha was handling your enquiry. After some follow up’s you had given appointment to her & then you had given the booking. She confirmed about the offer but due to some miscommunication she had given you some discounts on EECO CNG model. Which we had given to you after taken the approval from MSIL. Reply:there was no miscommunication, that was the commitment made by rana motors executives & senior person. Also you did not give the extra approval of rs.3000 which was approved by TSM maruti. 6 Location accessibility was easy but parking facilities was not good. We know sir, that there is some parking problem. We apologies for the same & for this we have valet parking available & driver is available for your assistance. Reply:ok 7 Dealer neighborhood/surrounding area was not good Sir, Sorry for the inconvenience Reply:ok 8 Exterior layout of showroom was not inviting and friendly Thanks for your feedback. We will try to improve it. Reply:ok 9 AC CNG vehicle was not available, No color display, No option available for choosing the color of the vehicle at the purchase information was given about the colors. Sir, you were interested for S.Silver color & wanted to take the delivery on 4th October as per your auspicious day & we had given you delivery on same day. Reply:but deleivery was not not given on the stated time of 10 am but it was given at 7:30pm. 10 Location accessibility was easy but parking facilities was not good. Vehicles were well arranged in the showroom. We know sir, that there is some parking problem. We apologies for the same & for this we have valet parking available & driver is available for your assistance. Reply:ok 11 Display of product information was not good. Catalogue of CNG Vehicle & color panels was not available. Sir, We have catalogue of all CNG Vehicle EECO & color panel is also available in the showroom. Reply:we were not provided with any CNG vehicle EECO catalouge & color panels. 12 Comfort area was not good where we & salesperson completed the sales transition Sir, due to Navratra the space was constraint. We apologies for the same. Reply:ok 13 No option was told for the payment of amount we made through credit card & they charged 2% extra on this which they did not told to us. Previous you told us that you will pay through cash that's why we did not informed about credit card charges. Reply:we told sachin & rekha that we will made payment through credit card from 17/9/2011. 14 No ease of understanding the negotiation (Transparency of deal). Sir, by mistake our DSE Rekha had given you wrong discount but as an honor of commitment we had given you same discounts with the approval of MSIL. Reply: Also you did not give the extra approval of rs.3000 which was approved by TSM maruti. 15 We made the deal within 2 hours but they took 15 days to make the deal. Sir, if you wanted we could deliver your car earlier but due to auspicious day you wanted to take the delivery on specific date 4/10/2011 & we honored the same. Reply:you were putting pressure on us to cancel the booking thats why delsy occurred. 16 We are satisfied about the charges made by them but they charged 2% extra. As per the company policy we charged 2% extra through credit card payment. Sorry for inconvenience. Reply:we were not told about any charge or any paper so return the extra charge. 17 I am not very much satisfied with the salespersons knowledge about the vehicle Previous Ms. Rekha was handling you. She joined us last 4-5 month back. After that Sachin Tyagi TL was handling you. But still if you feel certain things was not explained you. Please inform us. We will try to explain it again. Reply:improve the commnication skills & behaviour of your executives & senior staff. 18 Worse experience about the courtesy & friendliness. Sir, sorry our intention was not this. Reply:ok.please do not repeat this. 19 Commitment made by them was not fulfilled Sir, We had fulfilled the all the commitment which Rekha has given to you. Reply:commitmtment was made by rana motors & not by rekha.till now you did not completed your commitment. 20 No appropriateness of sales pressure. They put pressure for the cancellation of the deal. Sir, sorry our intention was not to cancel the booking. Reply:for the 15 days you were putting pressure on us to cancel the booking & send your executives, seniors & third pesons for the same. 21 I want the test drive but no test drive was offered to me. Sir, Rekha has given you test drive on your door step. Reply: on 17/9/2011 they did not give any test drive to us.on the date deleivery also the car was not available for test drive & for delivery vehicle.they handle the delevery vehicle after 2 pm .if you have record about the test drive of the car please let us know. 22 No clear explanation was given to us about the purchase paperwork process. As a result we own completed this process. Sir, our TL Mr. Sachin Tyagi & Jasdev had given all the explanation about the purchase paperwork process at the time of delivery. Reply:sachin tyagi was not present at the time of deleivery .after making so many requests another executive completed the paper work. 23 We asked about the finance process & they told us to do the finance process on your own. We also asked about the SBI loan scheme but they did not tell anything about the same, . We asked you about the finance from our SBP & bank executive also meet to you but you find ROI expensive. That's why you arranged finance your own because of the rate difference. We had no problem in helping you with the finance process and we are always feeling happy to tell you about finance option Reply:. 24 We demanded the car at 10 a.m. but they deliver the car at 7 p.m. with harassment. This shows that your delivery process is not good. Car was in the showroom & ready for the delivery. You came at 3.30 p.m & got the delivery at 7 p.m because of the confusion of 2% extra charges. Reply: we were not told about any charge or any paper so return the extra charge. deleivery was not not given on the stated time of 10 am but it was given at 7:30pm. 25 Vehicle was not in clean condition. Its front mirror was not clean. Also they handed over the vehicle papers in a seal pack to us. On our demand they sent their executive to us for the explanation Vehicle was clean at the time of delivery but after your request our cleaner have cleaned again. Sorry for inconvenience. Reply:no vehicle was not cleaned. 26 No they did not introduce us to someone in the service department. Yes the new vehicle provided with reasonable amount of fuel. The executive who showed us the car not present at the time of delivery. No we don't like to recommend your dealership to our relatives or friends. No they did not fulfill the promised made by them at the time of sales. They did not give the approval discount, also they charged the additional 2% (Rs. 2000/-) Sir, we had introduced our service advisor Mr. Shahid at the time of delivery. Ms Rekha was not available at the time of delivery because she left the job & after our DSE Mr. Jasdev was handling this case. He was present at the time of delivery. After taken the approval from maruti we had fulfilled all the commitments. Which you had mentioned it on the satisfaction note. As per the company policy we charged 2% extra through credit card payment. Sorry for inconvenience. Reply:no sales/service executive were present at the time of delivery.mr. jasdev came after making request to him. 27 Our overall buying experience was worse than I expected. The Behavior shows by your General Manager (Nishi Arora) & executive (Sachin Team Leader) was not good. Sir, again I apologies on my behalf & my team behalf as our intention was not to hurt you but we were bound under policy. Reply:we purchased vehicle worth rs. 4lakh thats why you did all these with us .if we purchased the vehicle worth rs.10 lakh this inconvinience was not happened . all inconvinience happened with us only.please do not repeat these inconvinience with any other customer. please do not apoliges to us but apoliges to yourself. We sincerely regret the inconvenience caused to you during the process of purchase of your car at our dealership. We once again thank you for patronizing Rana Motos and hope this association is long lasting and satisfying for you. If you are really apolosige for the inconvinience then send original RC, return 2% extra credit card charges, give TCM approval of rs.3000, give assured gift on not paying road tax, give the rexin bag for keeping the vehicle papers.also please get check our vehicle from the maruti service engineer. regards, Manohar lal [protected]@gmail.com
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