Booked a Bolero Neo after assurance of the availability of the vehicle and delivery.

Agonising experience and wait for purchase of Bolero Neo

I had booked a Bolero Neo Rocky Beige on 21.12.2023 from M/s Nasik Motors after confirming the availability and continuous followup with the dealer for more than 3-4 months. However, on arrival of the vehicle and also inspection of the vehicle by me, I was given the shocking and heartbreaking news that the vehicle which has arrived is booked by someone else. The chronology of events is as follows :

20.12.2023 : Various calls from Myron - sales Manager to confirm that the required vehicle is available and to book the same. Also regarding accessories available and required. Also received a quotation for the vehicle.
21.12.2023 : Visited the dealer – M/s Naik Motors, Verna to personaly confirm the availability of the required vehicle. Spoke to Myron and then Suvarna – Sales official - regarding the availability of the vehicle and also inquired with Suvarna how the vehicle is being delivered so soon when normally there is supposedly a waiting period and she said that the vehicle is requested specially for me since I wanted it urgently. She also said that the vehicle would be arriving soon by tomorrow or by 23.12.2023 and then I could inspect the vehicle. Also was informed that they had received information that the road tax had increased and the amount would be confirmed after they get the same. Only after confirmation of the availability, paid the booking amount. Also, they informed me that I could take delivery of the vehicle latest by 26.12.2023. Receipt of booking was not given to me stating that they wanted proof of my local address. After reaching home sent Myron copies of passport copy as well as RC book of my bike with local address. When asked him for the receipt, he said that he was out of office on a test drive. Infomed him to tell the office girl to send it to me but the receipt was not sent to me.
22.12.2023 : Called Suvarna as there was a missed call from her. Informed her to inform Myron to send me the booking receipt after which received the receipt copy vide whatsapp. Vide whatsapp inquired with Myron whether the vehicle had come and he said “not yet”. Also informed him not to remove the plastic covering inside the car and that I would inform him of the accessories ro be put which he replied “OK” to.
26.12.2023 : Called Suvarna since there was a missed call from her and she informed that my vehicle has arrived and that I could inspect the same tomorrow. Told her that I would come in the afternoon since I was on duty.
27.12.2023 : Visted the dealer – M/s Naik Motors, Verna where we were informed by Suvarna to have a seat while she went upstairs to speak to someone. When she came after almost half an hour she said that the vehicle was in the yard and that she was sending Kaajal – their office girl - with us so that we could inspect the vehicle. We went to the yard, checked the vehicle (Bolero Neo – Rocky Beige), also remove some pics and then arrived back to the dealer / showroom. On arriving back, we were given the shock of our lives when Suvarna informed us that the vehicle which had arrived was for someone else and not our vehicle. She informed that the vehicle was booked by the other customer on 18th December. This was not acceptable to us since we had booked the vehicle only on confirmation that the vehicle was available. Besides, I had sold my shares just to accumulate the amount for the cost of the vehicle. Since we were not willing to accept her statement, she said that we could speak to their GM.
We then met the GM – Mr Gaurish Sakhardande - who informed us that the vehicle which had arrived was booked at their Sangolda outlet on 18th December by some other customer. – This appears to be well thought of fake date to show that the booking was prior to mine, since 19.12.2023 was a holiday in Goa and mentioning the date of booking as 20.12.2023 would have raised suspicions of manipulating the booking.
When we informed him that we had booked the vehicle only since the availability of the vehicle was confirmed by the sales managers, he said that it was a mistake on their part. – This is surprising from staff who are in the organization since a long time and not healthy at all for a GM to directly blame the staff without any verification of facts if at all this was true.
When inquired how they could confirm the availably if it was already booked by another customer and there is no check mechanism in place, he informed that the Sangolda sales manager was directly in touch with the delivery and procuring department whereas their sales manager were in touch with the Area Manager. However, the area manager was not aware of the booking by the Sangolda outlet. – In my opinion, the sales managers should be in touch with the Area Manager who should then liaison with the procurement department for the requirements of the region.
Also he said the vehicles are delivered on first come first served basis based on payment of booking amount and entering the same in the system. – It may be noted that I had booked my vehicle on 21.12.2023. However, I received my booking receipt copy which was dated 22.12.2023. Further, I received a whatsapp and email for feedback on the booking only on 26.12.2023 – It appears that recording of my booking in the system was being held back to accommodate someone else.
Further, when the GM was informed this so called mistake on their part was not accepatable to us, he said that he would check if could get a another vehicle billed and if so, he would give us this vehicle and the newly billed vehicle would be given to the other customer.- This appears absurd since he earlier said that the arrived vehicle was already billed to some other customer. Further on speaking to Myron later on in the day(he was on leave and not in office), he confirmed that he and Suvarna had received this vehicle for me only after informing the GM.

The GM also informed that he would let me know by 28.11.2023 morning if another vehicle was billed to them and whether I could get this vehicle. However, the next day, i.e.28.11.2023, Suvarna informed that another vehicle could not be billed and that I could cancel my booking and take a refund of my money. Also she said that they would not give a letter that they could not keep their commitment of delivery of the vehicle by the committed date and I could mention the reasons myself and request for cancellation and refund. She also said that I would have to give my Bank details for refund. Since I was not happy with all this agonizing turn of events, I contacted GM again who informed that he would still try to get my another vehicle and the same would be confirmed to me the next day, i.e. 29.12.2023. However, he called on 29.12.2023 that another vehicle is not possible and that they would process the refund of my money.( I doubt that he even made any efforts to get another vehicle for me).
Taking into account that I would not get my vehicle for Xmas or before the end of the month ant considering that the prices are expected to increase, I sent a whatsapp to Suvarna to canel my booking and refund my full booking amount. This full behaviour of the dealership and the GM was a harrowing experience for me during the festive season and all my hopes of and dreams of the vehicle on New Year Day have been dashed. The season which should have ended with a happiness over getting a new Bolero Neo vehicle (my favourite) has now dampened my spirits and raised my doubts on the credibility of the persons running the dealership. Also, the fact that Naik Motors is the only dealer for Mahindra vehicle gives them a monopoly in the market and opens the door for unsafe business practices since they do not have any other competitor dealer and customers are at their mercy. Mr Anand Mahindra has been known to be a patriotic person but I feel that with persons like the ones in the dealership, the fair name of Mahindra is spoilt. I am demanding delivery of the vehicle booked by me at the same cost as the dealer has fradulenty delivered my vehicle to someone else and I had sold my shares at the prevailing price for the payment and delivery of the vehicle as was assured to me.


Kenneth Gomes
Mob : 9820793927