Through this email for the 4th and final time I want to highlight the recurrence of problems specified in my complaint (Ref. No. : 425565 / Maruti Service Master GTK) via the below email trail.

To quickly summarize the entire chain of events for you:
1. Since Jun 22nd, when I took my car to MSM GTK for a repair of a faulty A.C. (for which A.C. compressor was replaced), I have been experiencing multiple issues with my vehicle (DL5C F 2091), which were originally reported to them on Jul 23rd via the given complain ref. no. and a request to pick-up the vehicle from my place.
2. After waiting for one week, when nobody was sent for pickup, on Jul 28th I took the car back to them for improper cooling despite of A.C. compressor replacement, along with a noise in it, for which we were told that it is due to fault in clutch plates and steering wheel, with an estimated repair cost of 30K.
3. This further turned into another fault - juddering and missing upon staring the car, with jerks while driving for first couple of KMs. So once again on Jul 05th, I sent the car back to MSM only to get a new excuse from them that this is a common problem with CNG-fitted cars and a fault in the suspension, once again with a repair cost of ~20K.
4. As the fault mentioned in point # 3 was observed while driving on Petrol and not on CNG, I escalated this matter to you on Jul 15th.
5. On Jul 16th, MSM once again took my car assuring that the fault will be replaced, however on the morning of Jul 17th they returned the car stating that the problem has been fixed, wherein in reality it wasn’t. Infact a new fault was introduced in my car – vibration in the clutch pedal as a result of some changes done by them in its setting.
6. On Jul 18th, they again took my car and this time they said we need to replace A.C. Condenser and Expansion Valve for the cooling issue.
o For the juddering, missing and vibration in clutch pedal, they first told me that the problem is due to faulty clutch plates and replaced the same.
o However, even after changing the same when the fault was not fixed they said it’s due to a problem with the valves in the engine head and replaced one of them.
7. After keeping my car with them for one week, on Jul 25th, MSM returned my car with an assurance that all the faults related to juddering and missing have been fixed.
8. However, just within 2 days of driving the car on Jul 29th, I observed that there were two new fault in my car – strange noise upon starting the car and missing while driving on CNG. On top of that, the vibration in clutch pedal was back, with a drastic decrease in the performance.
9. On Aug 02nd, MSM again took my car back, and this time I was told that:
o Strange noise upon starting the car was due to some pulley being lose and also there was an oil leakage in the valve replaced by them.
o For the vibration in clutch pedal, I was told that it was a minor adjustment issue.
o For missing while driving on CNG, they had no response other than their rude and anti-customer-centric behavior, along with excuses like “it’s an old car” or “it’s an externally-fitted CNG kit so we are not responsible for it”.
10. When I questioned MSM that if the vibration in clutch pedal simply required an adjustment, why did they replace the same in the first place, they had no response to it other than excuses like it fixed juddering problem.
11. On Aug 05th, frustrated with all this I once again highlighted this matter to you via the below email, though to my surprise on this occasion neither I received a response / acknowledgement for my complaint from Maruti, nor any of the officials from MSM.
12. Finally on Aug 09th, when I called up MSM following up on the status of my vehicle, I was told by their AGM (Mr. Arun Sharma) that I need to come and collect my car as they won’t be able to get it delivered at my place. Despite of telling them that due to viral fever, I am not in a condition to come there, he kept insisting on it and asked me to speak with their GM (Mr. V. M. Chawla).
13. When I spoke to Mr. Chawla, I came to know that it all boiled down to the 13K of payment that I had been holding against the job card dated Jul 18th as I had already paid ~22K in last 3 weeks and this time I wanted to be sure that all the problems introduced by MSM in my car have been fixed.
14. However, as it was evident from my discussion with Mr. Chawla that MSM was least worried about fixing the faults they had introduced and they wouldn’t release my car unless I pay them the “extortion” amount.
15. Hence, despite of not being sure that whether the fault has been fixed or not, I finally agreed to pay 9K out of the total amount and got my car back on evening of Aug 09th, which I took without any road test (as it was evident that MSM wouldn’t care even if there was any problem left in the vehicle).

This entire sequence of event clearly displays that MSM is not just into the business of servicing Maruti customers but are also into the extortion business, where they first cheat its customers by giving them false diagnosis of the problem, replacing parts that are not required and vice versa, along with introduction of new faults in their vehicle by their incompetent staff. And if a customer would ever dare to question them, they would either subject him/her to their rude and arrogant behavior or they would abduct his vehicle unless he pays them the extortion money.

Mr. Pareek, the reason I am writing to you today is because after spending ~35K on my car and being subject to a humiliation and mental harassment for almost 2 months by MSM, just within 15 days my vehicle is back into the same situation as it was on Jul 05th.

For the last one week I have been experiencing the following issues with my vehicle once again:
1. The moment I switch on the A.C. in my car, there is a strange noise made by it (like the noise made by the diesel engine of an ambassador). And this noise is observed on Petrol as well as on CNG, so it has nothing to do with CNG kit. Moreover, the noise increases when I am driving in a slow moving traffic or when I park the car after driving for 20-25 KMs.
a. Moreover, the cooling of A.C. is bare minimum and this is when Delhi is already past the worst months like May & June. It is really frustrating that after getting installed a brand new A.C. Compressor, Condenser and Expansion valve, and spending almost 30K on it, it is still not working fine.
2. The juddering and missing fault upon starting the car is back again – once again on petrol, not on CNG. This is the same fault which I had reported to MSM on Jul 05th and because of which since then they have replaced my clutch plates, engine valve and what not.

It has been more than 2 months that I have been struggling with MSM to get my A.C. fixed, along with the above mentioned fault which was introduced by them. This is not only a mental agony and pain for me at a personal level, but has also been causing me financial losses. More than anything else, it has been impacting my professional life.

Hence, for one last time I am approaching you with an hope that you would have some senior and responsible Maruti official look into this matter at the earliest, failing which I would not only take this matter to media (through my acquaintance with Outlook magazine) but also to the consumer court.

Just to assure you that I am not one of those customers, who would succumb to big names like Maruti, I would like to keep you informed that Airtel has already faced a similar consequence in 2009, wherein the consumer court not only ruled in my favor asking them to return the disputed amount, but also slapped a heavy penalty on them in the form of a compensation that they had to pay me for the mental harassment and professional losses (~56K), on top of my lawyer’s expense.