Complaint Details

Status	:	Closed
Complaint No	:	0014445/2014
Category	:	Automobile
Date	:	17-01-2014
Subject Line	:	unclear communication on total amount for repair
Complainant	:	Monideepa Choudhury
Address	:	703 Kingston Tower, East Parel
Complainee	:	Volkswagen Downtown Mumbai
Address	:	Bombay Gas Lane, Lalbaug, Mumbai 400012

Complaint Details
This is to express my acute disappointment with Volkswagen services and complain against the apathetic manner in which the work order on my vehicle AS 01 AV 4041 was handled.

The vehicle was handed over to the workshop on December 14 and on December 16 was informed my e-mail that my vehicle would be shipshape only if I spend Rs 1 lakh approximately. Please appreciate that it would have been irrational if I spent Rs 1 lakh on the service maintenance of a two-year-old Rs 6 lakh Volkswagen vehicle. I expressed this and was assured that I could claim insurance (Bajaj Allianz).

Since I was to be away on a holiday from December 19, I asked that the final cost be communicated for me to decide whether or not I wanted to go ahead with the works stated. While on holiday, I made numerous follow-up calls, attended to by various individuals. I was informed by one of your service representatives that the cost would be Rs 28,000 approx which was fine.

However, I was informed yesterday that the total cost of service and repair added up to approximately Rs 60,000 of which I had to pay Rs 39,000 in order to release my vehicle from the workshop.

I am traumatised by this astronomical sum handed out to me and hence request you to look into the matter urgently. I cannot be penalized for your disintegrated process of customer handling and not being informed of the approximate expenditure before initiating the job. To add to my problem, there has been no intimation from the insurance company or in house insurance coordinator of Volkswagen on whether my claim intimation has been accepted or rejected and if accepted what was the amount.
Thereafter communications with me have been personally insulting for me as the attached files 5 and 6 written communication will show.

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