Dear Consumer Forum,
I am writing to complaint against the Volkswagen Service Center PPS motors Pvt Ltd located on Old Airport Road, Bangalore, regarding the substandard service and unprofessional conduct I experienced on 26th July 2024. The service was supposed to be the third-year maintenance for my Taigun vehicle TN12AQ6093 scheduled due to my imminent travel plans. Despite explaining the urgency and dropping off the vehicle on 25th July, the service provided was far below acceptable standards.
A significant issue I reported was the malfunctioning of the driver-side window, which posed a serious safety risk. The window would go down completely before moving up when prompted. This was particularly concerning in case of emergencies, such as a snatching attempt. The service advisor, Mr. Lojith, recommended and proceeded with a switch change to address this issue. However, the problem remained unresolved, which I only noticed the following day due to my travel schedule.
Upon discovering the unresolved issue, I had to disrupt my travel plans and return to the service center to speak with Mr. Lojith. He assured me that the issue would be resolved and advised me to email their CRM team for a refund. Despite numerous follow-ups via email, WhatsApp messages, and calls, Mr. Lojith has been unresponsive and unreachable.
Additionally, I was unjustly charged for cleaning services that I neither requested nor were part of the regular maintenance service. The cleaning was inadequate, as the vehicle was returned with significant dust accumulation and required a redo. The staf[censored]sed dirty microfiber cloths, leaving the vehicle still unclean. This is unacceptable and demonstrates a lack of professionalism and attention to detail.
Despite escalating the matter to the service customer relationship head, no action has been taken to address my concerns or process the promised refund. This level of service is unacceptable and appears to be a deliberate attempt to overcharge customers while delivering substandard services. There is not even a single phone call or response from the service centre to provide solution to the issue raised.
I am requesting immediate intervention from the consumer forum to ensure that my concerns are addressed and a full refund is processed for the unsatisfactory services. I also seek assurance that such incidents will not occur in the future to other customers.
Thank you for your attention to this matter.
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