I wish to bring your attention towards the BIMAL Auto Agency’s service that MARUTI in Bangalore has authorized to. I write this to you because MARUTI is known to be extremely customer-friendly and good service providers. However, my experience with BIMAL Auto Agency, Indiranagar leads me to doubt this. Let me narrate the sequence of events:

I have booked a brand New Maruti Alto LXI car on 24-05-2007, through Mr.Sunil Kumar.M, Sales Executive of BIMAL Auto Agency (authorized Maruti Dealer), Indiranagar, Bangalore by paying cash of Rs.5,000/-.
Details of payment made to Bimal Auto Agency, Indiranagar, Bangalore are as below:

Receipt No. Receipt Date Amount (Rs.) Amount paid towards
REC07001177 24-05-2007 5,000.00 Booking adv.
REC07001415 31-05-2007 15,000.00 2nd payment
REC07001414 31-05-2007 20,000.00 3rd payment
2,99,000.00 UTI Bank - Car Loan
REC07001624 11-06-2007 10,000.00 Basic & other accessories
REC07001625 11-06-2007 1,400.00 Car cover

Tax/Vehicle & Charges Invoice
Invoice No.VSL07000449
Invoice Date: 05-06-2007
Vehicle ID: MA3EYD81S00926833
CHASSIS No.MA3EYD81S00926833
Engine No.3400346
Colour: Pearl Silver-Z6Z
Invoice Amount: Rs.2,82,369.00 (Rupees Two lakhs eighty two thousand three hundred and sixty nine only)

Mr.Sunil Kumar promised us that he will deliver new brand Maruti Alto LXI to our residence (i.e., home delivery) with his driver Mr.Manjunath on 17-June-2007. We were asked to be present for the pooja of the vehicle at BIMAL Showroom, Indiranagar and assured us that the vehicle will be safely delivered to our residence through BIMAL driver Mr.Manjunath.

While parking the vehicle for fixing the Basic accessories, Mr.Manjunath, driver of BIMAL Auto Agency dashed another vehicle (which was just parked aside BIMAL showroom) and met with an accident, in which the vehicle which was supposed to be delivered to us got damaged.

We were shocked to see that accident of our new vehicle, which we came to take our home. We were emotionally hurt by this incident. Immediately, we rushed to the Sales Manager of BIMAL, Mr.Dhanraj. Since, he was not available in the showroom one of his executive connected us over the phone to talk to him. We narrated the whole incident to Mr.Dhanraj. He started shouting at us and asked to get out of the showroom taking the same vehicle in the same condition. Giving the reason that the ownership of the vehicle is being transferred by making registration of the vehicle, Mr.Dhanraj told that he is no more responsible for anything that happened. When we requested him to come to the spot and rectify the problem, he started abusing us telling that he is having a family and not to disturb him on his holiday. We tried calling him again and again, he did not respond to our call. Further, a tedious struggle began to reach some other senior officers of BIMAL Auto Agency, but none of the executives gave any information about their seniors.

Mr.Sunil Kumar.M, Sales Executive of BIMAL is now forcing us to take the same vehicle which is under the custody of Traffic Police Station, Jeevanbeemanagar. He wants us to go personally and apologize the police for the accident happened for releasing the vehicle from the police station. Why should the customer be penalised with their precious time & emotions for the service provider’s negligence?

Since 17-June-2007 to till date we and our family members are facing mental agony & harassments by BIMAL Auto Agency. We are emotionally and financially facing the problems by BIMAL.

Since, this was the first car of our family, we all at home had too many dreams, sentimentally and emotionally bound with the new car. It is IMPOSSIBLE to accept the car which has already met with an accident!

Even on 18-06-2007, we met Mr.Dhanraj for the help. He told that he is no more responsible for anything that happened and no one from neither BIMAL nor MARUTI can help us. We got fully shattered by hearing such statement from Mr.Dhanraj. Mr.Sunil Kumar.M and Mr.Dhanraj has cheated me in the name of MARUTI. Mr.Dhanraj also said that BIMAL is having hundreds of customers, we are not the only one and BIMAL or MARUTI cannot do anything.

On 18-June-2007, we met Mr.Sunil Kumar.M, Sales Executive, Mr.Dhanraj and Mr.Pankaj, Senior Officers of BIMAL Auto Agency. They were just stuck with one slogan i.e., “Take the same vehicle which will be tinkered and re-painted”. I have paid for the new brand Maruti Alto LXI, and NOT for the vehicle which will be tinkered/repainted.

Since 18-06-2007, Mr.Sunil Kumar.M is frequently calling us and threatening emotionally, by telling that “BIMAL has already waved off its hands, and even MARUTI also cannot help you, so go to the traffic police station and get the vehicle released for the repair”. Till late night he kept on calling us. We have lost our peace of mind, due to these events since 17-June-2007.

Mr.Sunil Kumar.M, Sales Executive had promised us that he will deliver the vehicle to our residence i.e., home delivery with BIMAL driver. But, the commitment what was made by Mr.Sunil Kumar.M, Sales Executive was completely denied by Mr.Dhanraj, Sales Manager after the accident happened. He changed his words, and put the whole blame on us that it is customer’s risk when accident happens. When the vehicle was not delivered to me, how can I be the sole owner of that vehicle, when it was still under their custody?