Maruti - Damage Car Deviered by Maruti

Dear Sir,

I would like to bring to your urgent attention a very serious issue related to my recent vehicle purchase from Maruti Nexa.
I purchased a Maruti Grand Vitara (Sigma Variant) from Nexa on ** January ****. The full payment was already completed in December ****.

At the time of delivery, I was not informed of any defects. However, after reaching home and personally inspecting the vehicle, I noticed that the front grille was damaged and there was internal damage as well.
Immediately upon discovering this, I shared photographs with the Nexa executive on the same day.

The next day, I visited the Nexa showroom to report the issue. To my shock, Whenever I visit the showroom, I am harassed and spoken to in a disrespectful manner. I am repeatedly told, “How can we trust you?” and that rusting cannot occur in one day or within ** hours.

They are not willing to understand the actual issue. Instead, I am being pressured to pay cash to get the work done, and I am told that if I do not pay, I can go wherever I want.
This behavior amounts to mental harassment and intimidation. I have purchased a brand-new vehicle, and it is the dealer’s responsibility to address manufacturing or pre-delivery defects, not to demand cash from the customer. I was informed that I would need to pay cash for the repair, even though less than ** hours had passed since delivery.

During my visit to the showroom, I was mentally harassed and threatened. I was told that if I escalated the matter, my vehicle warranty would be cancelled and that I could “do whatever I want.” Due to this behavior, I had no option but to leave the showroom with my vehicle.

Following this incident, I immediately registered a complaint via the Maruti toll-free number under MD Escalation. Even after more than ** hours, I have not received any resolution, which has further increased my distress.
I am now genuinely afraid to visit the Nexa showroom again, as I fear that additional damage may be caused to my vehicle. I have purchased this car after saving my hard-earned money, and I am not in a position to bear any financial loss due to negligence or misconduct by the dealership.

I purchased this vehicle purely based on the brand value and trust of Maruti Suzuki. Earlier, I had also discussed with the dealership that after my delivery, I would be referring another customer who was interested in purchasing more than *** vehicles. However, given this experience, I am no longer in a position to refer anyone. I never expected that damaged and rusted vehicles would be sold, and that genuine customer complaints would be ignored.

I have been a long-standing Maruti customer, and this is my fifth Maruti vehicle. Due to my consistently positive experience in the past, I never considered switching brands or referring others to different manufacturers. Unfortunately, this experience has left me extremely disappointed and mentally exhausted.

In addition to the damage and rusting, I have also noticed that the side doors are not properly aligned, which further raises serious quality concerns.

If customer satisfaction truly matters to Maruti Suzuki, I request your immediate intervention in this matter. I am ready to share all photographs of the damage, rusted parts, and door alignment issues for your verification.

Complaint Reference Number: B**********

I sincerely request a fair, transparent, and permanent resolution at the earliest.


Regards,
Ravinder Singh
**********