Location/place: Mumbai
Name of company/service: Hyundai Pre Owned Cars ( Modi Motors New Link Road)
I purchased a used car ( Hyundai Santro Xing XO ERLX Euro 3 ) from an authorized Hyundai used car office on Link road ( Modi Motors , New Link Road, Malad west) on 25th October 2012 by paying an amount of Rs 160000 by cheque. This car was sold to me by Mr Ajit stating that I am buying it in “ASIS” condition . I was told that I would be the third owner if I bought it and shown a photo copy of the registration papers.
Before purchasing, I asked him what the difference is in ASIS condition and otherwise, he mentioned that the car is on sale for 1.8 lacs ( or 1.85, don’t remember exact amount).
if I need it to be done up ( work on exteriors like tinkering, painting etc to parts of body that have been damaged) t would cost 1.8 lacs approx.
I told him that I intend to use the car for about a year and hence not really bothered about the look of it and he then advised that I buy it for 1.6 lacs coz its expensive if Hyundai does any touch up and it would be a better idea if I got it done outside. Would be cheaper than the 1.8 lacs
I then asked him if that will affect my two free services or warranty in any way ( for engine and gear box)and he committed that I don’t need to worry about it.
I asked him repeatedly if the car is in good condition and he told me that its in good condition and since I am buying from Hyundai, I should have a relaxed mind unlike if I buy a car from outside. He also showed me pamphlets of how we should trust Hyundai and how the cars sold are in good condition, accident free, free service, warranty etc
I also asked him if I could have the contact number of the previous owner so that I can check if the car needs any particular repairs and he said that this is against company policy and he cannot give me the number to previous owner and not to worry as I am buying from Hyundai.
With this, I took the car home, and would drive it from home to office every day. I stay at Jankalyan nagar which is about 5 -6 Km from Mindspace. I work at Firstsource solutions at Mindspace.
Whilst I continued to use the car, within a few days, I started noticing that the car switches off post running for a few KM’s ( lets say, I was changing gears and did not release clutch correctly and car switches off or I have stopped the car for about a minute and tried starting again).
This happened repeatedly over the course of the next few days. I immediately called Hyundai center ( Landline) and asked to speak to Ajit. I can get Vodafone to give me bills during this time if needed as proof or in consumer court If it warrants it).
I told him about the embarrassing situation I was in repeatedly and that when this happened more so in peak traffic, it was getting very stressful as the car would not start immediately and would take about 10-15 minutes to start.
He asked me to get this checked by a mechanic outside and said that “ Sir, I am your friend, pls get it checked by someone outside as Hyundai will charge you high amounts to get this sorted”
I then did go to a mechanic and told him the issue and he advised me to drive it for a few more weeks to check if this continues and if any other problems.
When the problem happened again , I called Hyundai again and was told that it might be an issue with the battery not being charged. I then took the car to an authorized exide personnel and he suggested that I change the battery to be doubly sure as the cranking power was less . I put in a new battery for Rs 3700. I have the warranty card and bill as proof.
Post this, the car did not give me problems for about 4-5 days and then it happened again!! Car stopped on the main road and would not start and I ended up blocking traffic. I was frustrated and started the car post 10 mins of being idle ( this is the solution btw) and went towards my apartment at Jan Kalyan nagar. On the way, the car stopped again 100 meters from my house and then there was a bang from the hood of the car. The radiator pipe had burst.
I then pushed the car till the gate of the apartment with help from a passerby and started the car and moved about 15 meters to climb up the elevated entrance to the parking slot.
The next day, I called the mechanic from earlier ( Reena Auto garage Near mindspace) and told him the story coz Hyundai personnel had not been helpful till date and I wanted another opinion
He came over,checked the car and said that the radiator pipe had burst and maybe even the gasket and he needed to check. He got a tow truck and took it to his shop near mindspace stating that he will confirm what the cost will come up to.
He called me and then stated that it would cost about Rs 8000 and that I should check with Hyundai before he does the work as I mentioned to him that the car is under warranty for engine and Gear box. He said that Hyundai might nullify the warranty if he laid hands on it and asked me to check with them first and then give me the go ahead if need be.
I then called Hyundai office and spoke to a manager ( Satinder). He listened to the pain I was going through and said that he would check and rectify the issue. He got the car from The auto garage to the Hyundai showroom ( A certain Syed from Hyundai was there pick it up). I reckon it was the 19th of November ( need to double check the exact date)
I have then placed a number of calls to Satinder explaining how frustrated my wife and I were in addition to the embarrassment. I also mentioned that It was a new battery that I put in and maybe a problem with the starter wrt the issue of car going off which I begged him to sort out.He asked me to send my approval for Rs 6500 for rectifying the entire problem and said that I would not face any further problem once its rectified. He said that he is personally looking into this and guarantees that I would not face any problems any more
The car was finally given to me on the 26th of November and within 4 minutes of driving it, it switched off near mid chowki signal. I was again in an embarrassing position diverting traffic, missing my office etc. 20minutes later, people from Hyundai came over and said, it’s the connection to the battery which has come lose and rectified it. My first question is, would this not have been checked before giving it to me?
They went on their way and I drove towards a petrol bunk and the car switched off again not to start again for 15 minutes, called the same Hyundai guys again and they said they cant come back to help. They asked me to wait for some time and start the car and presto, the car started post 15 minutes.. I then went back to Hyundai and I gave back the car again to them. Ajit tried starting the car and could not start it and showed his frustration
Since Satinder was not there the same day, I came back the next day with my wife and spoke to him. Ajit said that he has driven the car with others and there is no problem with it ,insinuating that I am a liar. I asked him about his struggle to start the car the previous day and he blatantly denied it!!
Satinder then offered to drive the car to test it. We drove from Hyundai showroom to Mid chowki , and also visited the place where I bought the battery on link road. This is when the car went off and did not start again. I thanked god that Satinder was now witness to what I was experiencing . He just could not get the car started. The battery guy told him that there is no issue with the battery and anyways it’s a new battery.
Satinder then promised to rectify this and also got me to meet the General manager ( Boney). We explained the entire situation to him.
I was told that this time the car would be rectified and there wont be any problems as the issue has been identified. I was then given the car yesterday ( Saturday). I drove it a bit and noticed the problem was not recurring ,but today I drove to Andheri west with my wife and the car switched off again.
I was frustrated and embarrassed with the situation. I was tired of the false promises from everyone at Hyundai
I then spoke to Boney. General Manager and the car was left at the workshop.
I got a call from Hyundai team on Saturday 8th Dec, stating that the car is now fine ( how many times have I heard that now!) and ready for pick up. Post testing the car , I did not face any issues with car switching off ( hopefully this will not recur), but the ac had stopped working. I told the team that there is something wrong with it and they said its ok and all it needs is for us to blow some air and sprinkle some water.
Thankfully I met Boonie and we opened the bonnet and found out that it was making a regular noise and that it was getting cut again and again.
My issue is that when Hyundai team says that the car is now fine, they actually don’t check it but give it to the customer . This is not the first time it has happened.
I was then called and told that I will have to split the cost for repairing the issue with AC but would like to highlight that my costs are mounting and I have barely used the car sold to me as its been at the workshop majority of the time.
On Dec 3rd I wrote to Boneys official ID explaining the above issues
On Dec 11th, I wrote the below:
Hi Boney,
I write to you to express my frustration and document the issues since buying the car.
As you are aware, I got a call from your team on Saturday 8th Dec, stating that the car is now fine ( how many times have I heard that now!) and ready for pick up. Post testing the car with your team, I did not face any issues with car switching off ( hopefully this will not recur), but the ac had stopped working. I told your team that there is something wrong with it and they said its ok and all it needs is for us to blow some air and sprinkle some water.
Thankfully I met you and we opened the bonnet and found out that it was making a regular noise and that it was getting cut again and again.
My issue is that when your team says that the car is now fine, they actually don’t check it but give it to the customer . This is not the first time it has happened.
I know you have called me now and stated that I will have to split the cost for repairing the issue with AC but would like to highlight that my costs are mounting and I have barely used the car you have sold to me as its been at your workshop majority of the time.
Hoping for a quick resolution
Regards,
Sri
On Dec 13th I wrote to Boney
Hi Boney,
Any update? When will I receive the car?
Regards,
Sri
On Dec 15th I wrote the below
Hi Boney,
I was called to your office yesterday by David stating that the problem with AC is sorted. We took a spin around the office (about 2 odd KM) and things sounded ok.
Since then I went back to office at Mindspace and then back home to Jankalyan nagar. Today when I drove the car from home to Midchowki, the steering column was regularly vibrating strongly at intervals of 5 seconds. I opened the bonnet to check if the cutting off problem with AC was still ongoing( which you showed me last time),I was aghast to see that the same problem continues.
I called David who then informed you .
As per your advice, I will keep the car till 27th Dec as you said that you have spoken to the company about it and will get this issue sorted.
I would like to highlight again that the car has barely been with me since the time I bought it. Majority of time has been at your workshop( since Nov 19th I reckon) and each time I am told that problem is rectified but never happens in one go.
Look forward to a quick closure on this
Note: I had given the car last time with petrol filled for Rs 1000 and yesterday it was given to me empty. I can only see my expenses and stress mounting.
Regards,
Sri
On Dec 28th I wrote the below
Hi Boney,
Hope you had a wonderful Christmas. I wait to hear from you
Regards,
Sri
On Dec 29th I wrote the below
Sure. I will give you the car on Wednesday ( 2nd Jan). ( Boney asked me to take it to the workshop)
Btw, post your team giving the car , there is very bad noise when I press the breaks everytime, also sometimes a screeching noise occasionally. The gear issue which I mentioned a number of times has not been sorted yet ( first gear)
This in addition to the AC issue not being sorted out and the entire inside of the car trembling with the clicks heard from inside the bonnet.
Look forward to a final resolution this time
On a positive note, the earlier issue of car going off has not happened again. Thanks for that.
Regards,
Sri
ON 1st Jan I wrote the below
Hi Boney,
I handed over the car yesterday. Look forward to getting the car back soon
Regards,
Sri
On 13th Jan I wrote the below
Hi Boney,
As you are aware, I was handed the car on 7th Jan.
I have driven it around to test it.
The issue with the vibration of entire steering wheel was not prevalent for the initial days .
The only problem was starting trouble. On many occasions, the car would not start unless I use the accelerator ( guess it’s a problem with idling??) This is a new problem that started when the car was given to me.
Also, when the AC is put on the engine seems to struggle and make a different sound. Today, the initial problem of vibrating steering wheel and engine started again which your team supposedly resolved.
What I have noticed is that if you release the clutch a little and the car is stationary , the entire engine and car shakes violently. Guess your technical team needs to do more to understand cars?
As always, I guess I need to keep coming back to you to resolve a problem and your team is only looking at temporary fixes and not permanent ones.
Also, when I gave the car the last time, I was asked to write down the problems and I wrote down all issues including the sound when breaking and also the problem with gears ( 1st gear and 4th). These have not been solved.
David called the other day and asked me to make a payment. The bill was not handed over to me but I saw it in the glove compartment later. It talks about engine tuneup and something about breaks. I want to discuss this.
Also, for the earlier work done, I have not been given a detailed bill which I had requested a number of times earlier.
I will make payments only on certain conditions
1: A detailed bill is provided for the initial work
2: Issue is resolved to my satisfaction
3: Discount is given to me for the inconvenience I have been put through time and again and also being called a liar by your staff when I spoke about engine going off and the entire team said that I am just making it up
Last but not the least, may I ask where the car documents are? I am yet to receive them though it was told that the car got transferred into my name within first 14 days of purchasing it due to which , your team refused to take back the car and either refund me the amount or given me another car as replacement. Can you believe that I am still facing so many issues and have to come to you time and again?
P.S I would also want your written confirmation that this car given to me is an accident free and that no work was done on the engine prior to me buying the car (as Hyundai claims when selling pre owned cars).
In hind sight , I realize that the 1.6 lacs you quoted and I paid for this car during the year end and that too for a now third owner car is too high . I feel cheated mostly due to my own stupidity , The worst of it is that Hyundai which has such a name in the market seems to be up to these pranks
Regards,
Sri
On 16th Jan I wrote the below
Hi Boney,
I have not heard from you since my email on the 13th. Hope all is fine?
Please Note: Yesterday when I turned on the car ignition, it made a weird sound. I continue to struggle to start the car without using the accelerator
A few minutes back, my building security called me down stating that my parking lights are on. I went down to check and to my surprise saw that I had not left the lights on.
A driver near by said that my car has become “ Direct” and that its an electrical problem.
He has suggested that I removed the connection to my battery till I feel the need to start it. What am I to do now??
Regards,
Sri
ON 17th Jan I wrote the below
Hi Boney,
I had called u in the morning and told you about the issue post which you said David will come over to check it. I sent my address to him and left the key at security.
I asked him about an hour back if he has reached my house but got no response. I then called him and he said that the problem is that there is no petrol in the car!!!!!!!!!!!
I told him that the issue is with the electrical problem of having gone” direct” and that the least he could have done is to call me or respond to my message.
He then said it was his mistake that he did not check for the electrical problem????
I thought that’s what he was being sent for with a mechanic??
He started apologizing and said that he will go back
My question is why are your team members not bothered about the customers? He should have called me and even if its petrol , I would have given him money to fill it. Though I know its not a problem with petrol as I started the car yesterday as well. There are sparks coming from the battery area and the lights are on!!! When the battery gets plugged
I write to you to confirm that I have finally had enough of this and will raise a complaint in consumer court within the next 48 hours.
You will hear from me soon with further details
Regards,
Sri
Later on the same day I wrote the below
Hi Boney,
I would like you to investigate and revert asap on who Candido G Fernandes is?
Whilst the photo copy of Registration given to me shows that this car was owned by a certain Hemina J Aiya and Pooja Bhattacharjee, I have found a document ( Delivery Challan and bill dated 15th October 2012 where in the same car was sold to a certain Candido Fernandes.
I have the bill and delivery Challan on your official sale and challan form
This was 10 days before I purchased the car from your showroom !
The entire episode sounds very fishy to me
Kindly revert on what is going on.
Note: I sincerely suggest that you relook the entire sale process and rethink if you want to pay me back the entire amount I spent on the car, including what I spent on the battery and car seat covers.
Look forward to a quick response via email within 24 hours.
Regards,
Sri
As you can see, I have been treated miserably by the Hyundai team and feel cheated. I accept the fact that some of it was due to my own stupidity but would like to seek your advice on what action we can take against them.
Look forward to hearing from you
Regards,
Srichandra
8879356354
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