Cars24 Services — refund of token money

Sehgal1909

from Mumbai, Maharashtra

Aug 25, 2019

Address: 2nd Floor, CARS24 hub Huda Parking, Trilium Avenue, sector 29, Gurugram, 122009

I booked hyundai i10 2011 model with cars 24 last week (Aug 17, 2019) and paid token amount of rs 20, 000.

Yesterday (Aug 24, 2019) afternoon i went to take delivery of my car and found 2 additional issues which were not earlier (Stiff clutch, driver window side motor not working). Also since these 2 issues were not earlier at time of token and was not mentioned in their online published inspection report.

Raising a request yesterday to the relationship manager mr. Arpit[protected] on which he assured that this will be rectified and you come tomorrow (I. E., 25 aug 2019) and take delivery of car. The same was again reminder to mr. Arpit yestrday afternoon vide an email to his official email address.

Today (I. E., aug 25, 2019) when i got the call in morning from his team member mr. Sunil[protected] confirming that "car is ok and you can come and take delivery of car", and on visiting their garage at 2nd floor, trillium, sector 29, gurgaon around 2:00 pm i found that issue was still not resolved and mr. Arpit did not turned up to office and was neither attending any of my phone call on his mentioned cell number above though he was talking to his colleague sunil.

Therafter in his absence, sunil connected me to another team manager abhishek who outrightly refused to resolve the problems mentioned above in car stating that this is out of cars24 policy whereas arpit yesterday confirmed to get rectified from their apponited mechanic. And as a way out i asked them for further discount which abhishek (Representing arpit in his absence) refused and asking for refund he said team is not available today and we cant help you with refund, reach out to customer care for refund.

Very bad experience with such a big brand cars24, readers please donot buy from cars 24 their iso certified inspection report (As claimed by mr. Arpit).

I request consumer complaints portal to help me with my refund by reaching out to appropriate desk.

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CARS24 Services customer support has been notified about the posted complaint.

Aug 28, 2019

Updated by Sehgal1909 Stating update on above complaint:

I took delivery of car as Customer Care team informed that Security Deposit is non refundable which was not informed by Relationship Manager earlier.

1. Worst Customer Relationship Service - Relationship Manager was not responding to calls and team misguided when issues were raised
2. Additional Issues which were not mentioned in Inspection Report - Clutch Issue as appropriately highlighted in the trail mail, Driver Power Window Mechanism Issue as appropriately highlighted in the trail mail (Both these issues are now confirmed by Certified Automobile Service Provider as in Clutch Overhall and Replacement of Power Window Button Switch Kit)
3. Additional issues not highlighted earlier and of course not mentioned in Inspection report and Got to know after indetailed diagnostics done by Certified Automobile Service Provider -
a) Issue with Steering (End and Ball Joint, Steering Handle, Steering Assembly)
b) Issue with Car Trunk Opening Mechanism (Shockers Weak)
c) Car Wiper Blades needs replacement
d) Issue with Jumping Rod Bush & Link Rod

Fixing the issues mentioned in Point 2 & 3 above would be an additional charge of 20, 000 (approx) (Including Labor)

Verified Support

Aug 29, 2019

CARS24 Services Customer Care's response Hi! Apologies for the inconvenience. Please share your appointment ID so we can look into the matter.

Sep 01, 2019

Updated by Sehgal1909 No appointment ID shared as such with me, I believe I have given you ample details to track the transaction.

Sep 01, 2019

Updated by Sehgal1909 Token Money Receipt Number is [protected] dated Aug 17, 2019 and Car Delivery Date is Aug 27, 2019 from Cars24 Garage Trilium Avenue 2nd Floor, Sector 29 Gurgaon if that helps to trace.

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Comments

KDPrasad

Sep 17, 2019

I have shown Creta car by Cars 24 with their inspection report with 4 & 5 stars with premium price. Car was shown in night & it was appearing good condition with low mileage around 11, 000 KMS . They assured me this is best car & highly rated /certified car with buy back guarantee. They asked me to pay immediately token amount Rs11, 000 to seller & also asked me to pay Rs 10, 000 immediately as their charges informing me that this car is with buy back guarantee. Later they informed its not with buy back guarantee as per their system. I requested to check with Mechanic & agency service history which also they agreed to provide. They sent me receipt in night in 1 hour mentioning its non-refundable which was not known to me.

Next day morning when I taken car to agency, we noticed that this car was met with an accident & major accident repair. Then I informed Cars 24 I can not go ahead by paying premium price for such a major accident repair car. After witnessing this history n agency, their Pune office also agreed to refund my service charges & taken my bank details. Based on their commitment I bought new Creta to avoid risk again. One fine day I got email from their head office saying as per their policy they can not refund service charges. They are telling buyer is backed out. I am fighting to get my refund almost for for 1 month.This is ridiculous & cheating & snatching our hard earned money. I am still fighting & will take next action & take case to consumer court if I do not receive refund in next few days.

My question is why Cars 24 should retain Service charge 10, 000 for showing me major accident car which is not identified by their inspection team & not informed to me earlier. I am not at fault & not backed out. Why should I pay this for their mistake? I went to cars 24 by paying service charges since its their responsibility to get good & major accident free car. Otherwise there are various free car buying platforms. Why we need Cars 24 then?

I am totally disappointed with their services & hope they will take fair action if they bother to read this & if they care their customers.

Mirishi

from Mumbai, Maharashtra

Dec 9, 2019

Sincerely advising Never ever ever opt for Cars24 they suck they don't care about the client they just do things according to their wish ...
I had booked a slot that was on the 1st week of November . where you could have a car inspection at home just by paying 299/- all my family member work from Monday to Saturday hence not available during the week so i booked it on the 3rd Nov, but Sunday early morning i received a message of rescheduling me booking to Monday .. when i called the Customer care they just did not have any information of who had done the rescheduling and all they said was sorry ... hence i had to inform them to give back my refund cause it was a pathetic experience with them,
Now today being the 09th Dec i have yet not received my refund and when i called the Customer care all they said was it is still in process still awaiting. wow That's Great ... hence please read the reviews before opting the same . they don't value you or you instructions