Dear Sir/ Madam, I am writing this mail to raise my complaint regarding the non-responsiveness of the customer service, transporter and billing team from Agarwal Logistics Group for the issues and mental harassment faced by me for “choosing their services” to transport my car.
I had transported my car with registration no: MH-12-GF-3900 on the 9th of July from Pune to Gurgaon. From day 1, I have been misled regarding the transport services and the cost associated with it. I was contacted by one of their customer care executive, Robin who had sent me the quotation for transporting my vehicle. I received a quotation which mentioned Rs.10, 000 as the cost for the transportation. It was very clearly and categorically clarified with Robin that there will be no other charges other than the Rs.10, 000 (WhatsApp Chat attached for ref) which was paid in advance. Even the table in the quotation did not mention any other charges like “risk charges-insurance”, “loading and off-loading”, “GST”, service charges etc which should had been mentioned in the quotation itself or at-least informed to me in advance.
Anyways, I was forced to pay up these charges later when one Mr. Vinay from the billing team sent me the invoice for Rs.24092. By then, Robin had stopped responding to my calls and messages and Vinay did not want to talk to his own team member to get the things clarified. Also, their transporter, Mr. Balwan Singh informed me that if I did not pay the balance, the vehicle will be redirected to the origin location. This was one part of the agonizing experience.
I was earlier told that the car will be door-delivered, but to my utter surprise, the transporter Mr. Balwan, refused to do so and asked me to collect the car from a parking warehouse- HRS Logistics Pvt Ltd. in Palam Vihar extension which was the start of my second part of the agonizing experience.
To avoid any further delay and debate, I had to go and collect my car on my own. When I reached the parking, I was shocked to see the condition of my vehicle. The car was driven for 182Kms (Agra to Gurgaon parking as the car was parked in Agra the previous day). The windows and the interiors of the car were stained with “guthka”. The car was not only driven for 182 kms, but even used to ferry passengers as the rear seat belts were used and the entire car floor was muddy due to the rains on the previous day. There were match sticks in the car which also suggested that the occupants of the car enjoyed the ride while smoking in the car. The most important thing is that the car had met with an accident in which the front bumper had been badly scratched and broken exactly in the centre. The bonnet was also damaged and the fuel tank which had almost 20 litres of petrol was completely empty. There are numerous scratches on the side panels and on the rear bumper too. The Fast-Tag sticker too was peeled off and removed (All picture’s attached for reference).
I had informed this by sharing the pictures on WhatsApp chats with Balwan, Vinay and new person Mr. Shubham (who is now using the same customer care no used by Robin earlier). The warehouse people washed off their hands by saying that they are not responsible for the damage as the transporter gets the vehicle and parks it in their space. Mr. Shubham (replacement of Robin) and Balwan – the transporter promised that they will get my issue resolved soon. Since that day, I have been following up with them, but no one has responded to my messages, nor have they got my issue resolved.
I would request some senior person from the organisation to investigate my complaint and resolve it at the earliest as the total cost paid was including the risk charges of Rs.6061 and service charges of Rs.1856.
Awaiting your quick response.
Thanks, Mandar Ghadge
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