[Resolved]  Cars24 Services — worst customer experience with cars 24 and no resolution provided

Address: Cars24 Golf Course Extension Road, Sector 62, Gurgaon, Gurgaon, Haryana, 122003

My brother-in-law approached the cars24 golf course extension road, sector 62, gurgaon, branch to sell off his maruti 800 car (2009 ac uniq model) with registration number upxxl3xx1, with the appointment id [protected], on 08/01/2019. I also accompanied him and we both met with executive vikas and branch manager, abhinav, regarding the further steps and process.

Since, the car was originally in the name of my father-in-law, who expired during september 2010, my brother-in-law got the car ownership transferred to his name via rto, where the car has been registered. Vikas from cars24 got the same verified on the vaahan application, where the details are mentioned with owner name as my brother-in-law's name and financed from u g o bank, although the correct bank name is uco bank, where the car was financed from.

After car valuation, we were told regarding the final offer price and the next steps. We agreed to the offered price and then after completing the formalities, we were provided with a token amount of inr 1000 via online bank transfer for the deal confirmation. We were told that the remaining balance will be credited to our account within 24 hours.

The next day, we received a call from the executive vikas stating that under the vaahan portal, the name of car owner is stating as my brother-in-law's name, however the car is still showing as financed by uco bank, and they said it will be required to provide the noc of the car loan along with form 35 (Duly signed by bank manager), and then only cars24 could proceed with the rc transfer process and until then they won't be able to credit the remaining amount.

So, we got the noc and form 35 arranged from uco bank, where the car loan was financed against my father-in-law's name, and submitted the original copies at the golf course extension road branch in gurgaon. We were told that after the documents have been verified, the amount will be credited to our account.

After waiting for couple of days, we received a call from vikas and abhinav, stating that this noc will not work, as the car ownership is in the name of my brother-in-law (Under vaahan portal) and the car loan noc is against the name of his father, which can not be worked out. We told them that it is not possible to arrange for the noc in the name of my brother-in-law, as it can only be provided against the person's name whose loan has been running with the bank. But still we spoke to the bank manager, wherein he refused that the noc could not be provided against the name of my brother-in-law. So, we told vikas and abhinav, from cars24, that we can provide with the death certificate of my father-in-law along with an affidavit stating that my brother-in-law got the ownership of car transferred from his father's name to his name, which could be submitted to rto along with the loan noc and form 35, upon which they refused that it cannot be done, and the only way out is to have the noc in the name of my brother-in-law.

After waiting for around a month or so, we raised a complaint at cars24 customer care on 01/03/2019, with ticket number 78505, and we briefed about the entire incident and what all steps have been taken so far, and we requested to escalate the matter and expedite the process because there hasn't been any resolution so far, wherein we didn't received any amount and we have lost our car as well. This whole process again took around 15-20 days, but there wasn't any resolution provided to our problem, and the only resolution we received during this time was, that we would receive a call from the operations department and they will take this forward.

So, after multiple calls to the customer care and after around 10 days we received a call from cars24 operations department (Miss pooja), who mentioned that she would look into this matter and requested that if we could provide her with the car original noc and form 35, she would take this further. Upon this, we told her that we have already submitted the original noc and form 35 to vikas and abhinav, at golf course extension branch, gurgaon, and now there is no way where we can provide the same again. And then miss pooja said that they haven't received the car noc and form 35 so far at their end, and the same has been misplaced at the branch, due to which the same needs to be provided again. Luckily, we had the scan copies (As attached) of both the documents, which we sent to miss pooja over the email, upon which it was told to us that she would get the documents verified by her senior and then within a week, the remaining amount will be credited to our account.

Now, in between when we didn't heard back from anyone at cars24, we called miss pooja, and asked her for the status and she asked us to call her supervisor mr prakash daundhiyal and speak to him regarding the next steps. So, we called mr prakash, and again explained him the entire situation, upon which he said that he will look into the matter and will get back to us with a resolution. But, he never called us back and it was us who called him last week to understand about the next steps, wherein he also mentioned that we would have to get the noc in the name of my brother-in-law, and only then this case could be moved forward and there's no other option. When we requested him to cancel this deal and return our car because we don't want to move ahead as there's no resolution which cars24 team is able to provide us with, and there's no support which we are getting from anyone, he said that this is not possible and mentioned that this case will be looked by the legal team and they will get back to us regarding whether the car could be returned or not.

After again waiting for a week, when we didn't received any call back from cars24 legal team, we called mr prakash again yesterday and he said that the noc will be required to be submitted with the name of my brother-in-law, and he will arrange for a callback with the legal team as well but still there was no call back, no phone calls from anyone at cars24 and we are again at no where, with no resolution and no support.

It looks to us that we have been fooled around by cars24 team, and we are literally nowhere because we have lost our car and still we haven't received any money. The circumstances under which we decided to sell our car was way beyond we could explain as we are facing some real hardship with our finances and we took a decision to sell off the car at cars24 for quick help and resolution (As they promise on social media and television), and get some immediate help in terms of the money. But, what we have received in return so far from cars24 is simply humiliation, un-supportive behavior of the staff, our car being taken away in just rs 1000, along with mental, physical and financial harassment.

With all this mess already on our nerves, we have been very patient and humble with cars24 team so far, but the limit of our patience has crossed it's limits. Neither myself, or my brother-in-law nor anyone in my family is ready to accept any apology from cars24 and we want to escalate this matter to yourself along with any other highest authority of cars24, with the hope of getting a resolution because we now literally feel that cars24 team is not aware of the processes, the system, how to deal with customers, how to tackle difficult situations, how to manage things when out of control, and they are not educated enough to run the business.

So, with this hope that the agony and pain we have been through with, while dealing with cars24, gets understood by someone and with some expectations to have a resolution to this matter before this month end, we would like to raise this concern. We simply want this matter to be resolved and our money to be deposited in our account, or else we want our car back with all the financial loss we have suffered so far without our car and the harassment we have been suffering from. If neither of the options could be worked out then ultimately we would have to approach to all possible sources, in terms of consumer forum, social media, newspaper, etc, along with filing a legal case against cars24 and we would sue the company for playing around with our emotions, our health, our mental piece, and without any consideration for simply taking things for granted.

If cars24 team would have communicated this fact to us at the very first day that they cannot proceed ahead with this case or they will accept the case only when the noc and car ownership could be on the same name, then we wouldn't have suffered this much pain and loss we have been bearing until now. And that too, when we have been requesting to cancel the deal and returning our car, what we have been told is that, the car could not be returned. This is simply unprofessional, worst and pathetic experience of our lives, and we as a family would condemn this inhuman behavior of cars24 and would bring this to everyone else's notice so that no one suffers this kind of trouble again while dealing with you guys.