- Used and defective car sold ^Open

Ankur Aggarwal filed this complaint against Ford India on Jul 22, 2019

I had purchased a Ford Figo Aspire from the dealer Hemkund Ford in Wazirpur, Delhi on **th December ****. The car delivered to me by the dealer was a used one and already clocked *** km. When later on I found out the car is a used one and asked the reason from the dealer then manager apologized for not informing about this in advance. When asked about the replacement of the car, it was refused by him. The salesperson Vinayak Bedi and the manager Baljeet Goomber gave different accounts of the car being clocked *** km. They never responded to my emails. When I raised the complaint (Reference ID: **********) with Ford India the complaint was closed by them citing the reason that the dealer has told them that the customer was informed beforehand about this. When I asked about reopening the complaint telling them that it’s a lie and I have audio recordings of the manager and the salesperson admitting that they did not tell me at the time of purchase/delivery, the customer care representative Mr N. Vadivel talked rudely to me and told me that if you have so many problems then you should have checked the car at the time of delivery. It seems from their behaviour that once the car is sold then the customer is on his own and there is no hearing of the customer issues. Even after mailing him all the evidence that the dealer is lying, I did not get any response from the company.

Coming to the present situation it has been just over * months buying the car and the car is with the service centre Harpreet Ford Gurgaon. On the *st of July, when I opened the car in the morning the inside cabin of the car smelled of petrol fumes so much that even a small spark was enough to turn the car into flames.
The service adviser from Harpreet Ford told that they will need time to look at the issue. They started diagnosing the issue and the next day they changed the fuel housing and the foam pads around the fuel housing in the hope that the issue will be resolved but it didn't.
In the meantime, I raised the complaint (Reference ID: **********) with Ford India as well.
In the next * days, they tried all the random things around the parts associated with fuel but the issue was not resolved. After leaving the car open for several days and cleaning the mats they delivered the car still slightly smelling of petrol and mentioned the faulty fuel housing to be the reason for the smell. They told that we have changed the fuel housing and the issue has been resolved and it might be the residue smell left which will go away with time. I trusted them and took the car. I was not able to drive the car with windows closed for more than a few minutes. My pregnant wife was riding back with me home and we felt suffocating. For the next * days, I drove the car with the windows open and left the car's windows open most of the time in the basement parking as well, but the smell was still there. Then I reported the issue to them again and after *-* days someone from Harpreet Ford picked up the car.
Now the car has been with the service centre since **th July. I have been facing this issue for ** days and counting but it has not been resolved yet. Every time I call the service adviser I get that they have not been able to diagnose the issue and they need some more time to run more tests (or random stuff). It seems they are not competent enough to even diagnose the issue.
In just * months into buying this car that we are facing such life-endangering issue. It is clear that a defective car has been sold to me by Hemkund Ford. I am very much disappointed with the quality of the Ford product and services. I have not spent more than * lakh rupees of my hard-earned money to put mine and my family's life in danger and to make our life miserable by being harassed by the dealer and the service centre. I am sure that they will cook up some other excuse and deliver the car in the same condition after cleaning and perfuming it.

Petrol fumes inside the cabin are not something that is to be taken lightly since they can lead to dangerous accidents and loss of life. Due to the severity of the issue, I want the matter to be taken seriously and the car to be taken back and amount to be refunded as soon as possible. I have all the audio recordings where the salesperson and the manager have admitted that they did not tell me the car was a used one. I have sent a mail to Ford India managing director Mr Anurag Mehrotra as well but have not received any reply yet.

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