Theft of my Car at VW AD-Automark Motor, New Delhi

I gave my VW Jetta to VW Capital (Automark Motor Private Limited), MCIE, Sarita Vihar, New Delhi for service and minor repairs on 12th July. On 17th July, they informed me that an employee engaged as the security guard stole my vehicle at around 3.00 AM. An FIR and a police complaint was filed on 17th but there has been no trace of the car or the thief so far. The investigation by the police is hampered as Automark does not have any identity or address proof of the employee who was engaged on a temporary leave vacancy on 16th evening.

From my discussions with their top officials it appears that they feel that since my car was insured by me, the insurance payment that I may receive in future, is adequate compensation for my loss. It is amazing that an Authorised Dealer of a well known brand like VW can be so nonchalant and uncaring about grossly deficient customer service and can feel they can wriggle out of any responsibility toward the customers who has suffered because of their gross negligence and criminal breach of faith.

This is patently unfair as my car, purchased for Rs.24.68 lacs in 2012, was very well maintained, was single owner driven and had done only 15589 kms. The cost of a new car of same model in Delhi is currently around Rs.25 lacs. The current insurance value (IDV) is calculated after deducting depreciation @ 20% every year and does not reflect the true value of my car. Even preowned cars of similar condition are available in the market at a much higher price.

It is not only the financial loss, I have been made to suffer serious mental stress and agony, inconvenience and a feeling of helplessness and a feeling of harassment. And Automark and its officials have so far offered only their apologies for committing gross negligence and criminal breach of faith.

Ironically as a settlement they offered to give me a "generous" discount of Rs.3.00 lacs on a similar car of 2015 and asked me to pay Rs.21 lacs for it. Another 2015 car which had done 8500 kms and probably used as a test drive vehicle was "very graciously" offered to me for Rs.17 lacs! And there the matter rests.

It is extremely unfortunate that well known brands like VW and their authorised dealers have no standard operating procedures at their premises though they have expensive property of their customers in their "safe custody". They cut corners to save on guarding costs and put hapless customers like me at grave risk of financial loss and mental agony.

Please suggest a course of action for me to enforce my rights in the case. more  

View all 38 comments Below 38 comments
1- You can file a case in consumer court.You should not go to the verdict of theft given by garage. 2- you can file a case of theft with the police against garage.But the police action is important if police act swiftly and recover the car and make case stronger. 3- Consumer court option will be better for you as police action every one knows how helpful it is. more  
The behaviour of VW executives is quite shameful. They should have taken proper care while appointing a person for leave vacancy. They were careless and are shamless when they keep you waiting for compensation. They should issue a new car to you and bear the difference of cost themselves. It is better if you issue them a notice and go to Consumer forum. You will get compensation for your pain and agony for not having your car at your disposal and having to use public transport. Give them a hard hitting notice. They will come to their senses. I will also advise to send a complaint letter to their HQ in Germany. This will also helpful. VW had earned a very bad name in case of their pollution control softwares. Use social media to the core. more  
Please issue a notice to the company of the Car for replacement as per their terms of sale. Moreover go for insurance claim to reduce your tension. more  
As per my opinion you should lodge claim with your Insurer and in the present case insurance company is liable to pay your claim. more  
This is fit case to file a complaint in Consumer Forum/ State Commission more than Rs.20 Lakhs within the jurisdiction of your area. You will get justice more  
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