re: Ravindu Toyota sells *Display* Altis to an unsuspecting customer Here is my friend's version with details:
SUB: TOYOTA and its dealer RAVINDU FRAUD
Fraud List:
1. Sale of display car which we had asked not to sell . The car was on display at Ravindu Toyota , Marathalli.
Since we had seen the car for over a month from May in Ravindu Toyota showroom [ Marathalli] , we asked the dealer not to sell that car which was on Display. But they have sold it unethically the same car which was on display for several months.
According to us this is a fraud on part of Dealer. Please suggest how to go about legally here ?
2. Dealer misguided us during pre-sales, sale and after-sale of display car.
Pre-sale:
a. Initially when contacted sales guy Mr.Naveen at Ravindu Toyota, he said that the required Champagne Mica coloured Corolla Altis was available with them in the stock. At that point of time there was no Champagne Mica coloured car anywhere in Bangalore , with any dealer as a matter of fact. This is the first misguidance from Dealer , since they said it was in stockyard, which later turned out to be a display car.
b. When we actually asked the sales guy not to sell the display car, he in fact said that TOYOTA does not sell display cars without intimating the customer and that the car which would be delivered to us will be from stock. The same even confirmed by TOYOTA call centre guys, that TOYOTA will never sell display cars. [we have voice call recording of the same ! ]
c. Though we paid full amount on 28th June , the dealer dint deliver the car the next day and he stated that "the car is in stock and needs to be thoroughly cleaned and checked". One more lie.
During-sale:
a. When we had been for delivery of car, we saw that there was no car on display but was parked outside the showroom for delivery. On clarifications asked, the dealer stated that the car which was on display was sold to some other customer and they had sold nearly 15 cars that month.
b.The seat plastic covers were missing too. When later asked about it to Mr.Farook, Ravindu Customer Relations Head, he stated that "As per TOYOTA safety policy, seat plastic covers are removed and delivered". This was a perfect lie to cover up the situation.
After-sale:
a. Immediately after we drove to the car to home, the car driver door rubber beading came out, which was very very frustrating. We were disappointed that a luxury car like toyota altis had this fault even before pooja was performed.
b. Moreover to our surprise when my cousins and friend tried to close the opened boot , it dint get closed. Final knockout was that , the fuel lid dint open at all when we had been to long drive on the same first day.
c. Since day one the car became troublesome with trivial defects not expected out of brand-new car such as fuel - lid not opening. [even after 1 st. service is not repaired] , boot opening /closing , the security lock [at some places it does not work], we hear strange engine sound while driving , which might be faulty belt noise also. There is a fine dent at back of the car. The boot's alignment is wrong and rattles while driving.
d. Since very beginning we constantly contacted the sales guy Mr.Naveen, but he did not receive our call.
e. With fuel lid not opening up along with several defects , we gave the car for 1st service on 21st July 2012. More to our surprise, the defects dint get resolved at all even after service. Neither the fuel lid was opening properly nor the boot got closed, in fact it got worsen.
f. These consistent defect and fine dent at the back of the car made us suspicious about the car and we complained to TOYOTA on 23rd July 2012 with Mr. Nikhil, Toyota Customer Relations Division - Head of South Region.
g. The dealer came back to us once again with the same lie that the car sold was not a display but car from stockyard. The people present were Mr.Farook, Customer Relations Head, Mr. Srinath, Branch Manager - Ravindu Marthahalli and Mr.Naveen - sales guy.
h. When asked to substantiate with suitable documents regarding the stock status of the car over several meetings , the dealer finally accepted that it was a display car that was sold to us. This was accepted in front of Mr.Nikhil, TOYOTA customer relations head, south Region.
TOYOTA response to this
a. Though initially they accepted the complaint regarding display car, later when it was proved there was no substantial action on their behalf. In fact they along with dealer started convincing us that the display car are better than the stockyard cars. They have asked to get the car repaired for the defects. This was the only solution given by TOYOTA and they say its amicable solution for dealer and for customer.
b. Now neither TOYOTA nor dealer is ready to provide a brand new car. This issue has been very well known to following top management both in TOYOTA as well as in RAVINDU,
TOYOTA Top Management:
i. Mr. Hiroshi Nakagawa, MD Toyota India.
ii. Mr. Vikram Kirloskar, Vice-Chairman , Toyota Kirloskar Motors
iii. TOYOTA CEO - AKIO TOYODA's secretary , JAPAN
RAVINDU Top Management:
i. Mr. Mallikarjuna Swamy, President RAVINDU Toyota
ii. Mrs. Meena Kirloskar, CEO , RAVINDU Toyota
iii. Nagma , Regional Head, RAVINDU Toyota
Now Toyota and dealer Ravindu have come to negotiation but with a clause of not getting car replaced with a brand new car. Kindly suggest what to do legally for this fraud.
Also still we are suspicious about so many fine defects and the fine dent. Please suggest as to how to certify the cause.
Finally we feel , Toyota and its dealer are treating us like slaves we roaming and reaching everyone we can without any substantial support from Toyota or Ravindu top management. They say "its unfortunate" but in reality they cant help, as though they are at high and the customers are at low. Got suitable call recordings to prove some of the crucial statements made by them. From my side
Clearly he had no idea about the VIN number or that VIN contained critical information by which a car could be identified. He is not alone, almost everyone I talk to is unaware. I had not known about his purchase or else I would have certainly guided him.
The first service bill contains a part number (no name, it seems Toyota does not provide description for the part number) corresponding to which it is written 'warranty'. Means something done or replaced under warranty with 0 charge. Just an extra piece of information.
Last edited by fi.robin : 10th November 2012 at 06:58.
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