Complaint Against Service provided by MG Authorized Service centre for my Vehicle KA05 NM 9733

[Arshi]

Model

MG Comet EV Excite

Dealer Name

MG Motor Jubilant Motor Service Center

Company Name

MG Motor Jubilant Motor Service Center

Customer Care Number

9513910390

Loss Amount

200000

Ratings

1.00 star(s)

Opposite Party Address

MG Motor Jubilant Motor Service Center
3M46+CQQ, Hanumanthappa Layout,
Kyalasanahalli, Bengaluru – 560077.

REDRESSAL COMMISSION​

Consumer Complaint under Section 35 of the Consumer Protection Act, 2019

Complainant​

Mrs. Arshi Rahman
Owner of MG Comet EV bearing Registration No. KA05 NM 9733
Flat #305,Mabella Block, Sowparnika Purple Rose,
Hoskote- 562114
9827291493

Versus

Opposite Party​

MG Motor Jubilant Motor Service Center
MG Motor Jubilant Motor Service Center, 3M46+CQQ, Hanumanthappa Layout, Kyalasanahalli, Bengaluru, Karnataka 560077
9513910390

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CONSUMER COMPLAINT​

The Complainant respectfully submits as follows:

1. Parties​

1. The Complainant is the owner of an MG Comet EV bearing Registration No. KA05 NM 9733 and is a consumer within the meaning of the Consumer Protection Act, 2019.
2. The Opposite Party is an authorized MG Motor service centre engaged in providing vehicle servicing, repairs, and related services to consumers for consideration.

2. Facts of the Case​

1. On 09.07.2026, the Complainant entrusted her vehicle to the Opposite Party's authorized workshop for routine scheduled service, expecting competent and professional service.
2. The scheduled service was not completed on the same day due to the Opposite Party's internal workload. Thereafter, representatives of the Opposite Party informed the Complainant that the steering rack required replacement under warranty and assured her that no other defects or issues existed in the vehicle.
3. Relying on the assurance of the Opposite Party, the Complainant collected the vehicle from the workshop.
4. However, within approximately 5 kilometers of driving from the service centre, multiple defects suddenly appeared in the vehicle, namely:
   
   • Airbag (SRS) warning light illuminated on the dashboard.
   • Left turn indicator began blinking abnormally fast.
   • Driver-side power window became completely inoperative.
5. The Complainant immediately informed the service advisor of the Opposite Party and provided photographs and video recordings evidencing the defects.
6. Upon receiving the complaint, the Opposite Party arranged to pick up the vehicle from the Complainant, thereby acknowledging that the vehicle required further inspection and repair.
7. Subsequently, instead of accepting responsibility, the Opposite Party attempted to attribute the defects to alleged entry of rats into the vehicle, despite the fact that none of the said defects were present prior to the vehicle being handed over for servicing.
8. The defects manifested immediately after the vehicle was released from the workshop and while the vehicle had remained under the exclusive custody and control of the Opposite Party, giving rise to a strong presumption that the damage occurred during the period when the vehicle was in their possession.
9. The Opposite Party further insisted that the Complainant provide her motor insurance policy and process the repairs through an insurance claim.
10. The Complainant disputed liability for any damage caused while the vehicle was under the Opposite Party's custody and objected to any insurance claim that would result in loss of her No Claim Bonus (NCB), increased future premiums, and other financial prejudice.
11. The Opposite Party further communicated through WhatsApp that a courtesy vehicle would be provided only if the Complainant agreed to proceed with an insurance claim.
12. Such conduct is arbitrary, unfair, and contrary to established standards of customer service, particularly when the defects were reported immediately after the vehicle was serviced and returned.
13. Owing to the conduct of the Opposite Party, the Complainant has been deprived of the use of her vehicle, resulting in inconvenience, mental agony, financial loss, and expenditure towards alternative transportation.
14. Despite repeated follow-ups by the Complainant, the Opposite Party has failed to provide a satisfactory explanation regarding the cause of the defects, failed to provide a definite timeline for completion of repairs, and failed to offer a fair resolution.
15. The Complainant also escalated the matter with MG Motor India Customer Care, pursuant to which complaint reference numbers were generated.
16. The Complainant further lodged a grievance before the National Consumer Helpline and made bona fide attempts to resolve the dispute amicably before approaching this Hon'ble Commission.

3. Cause of Action​

1. The cause of action first arose on 09.07.2026 when the Complainant handed over the vehicle for servicing and further arose when defects surfaced immediately after delivery of the vehicle by the Opposite Party.
2. The cause of action continues to subsist as the vehicle remains unrepaired and the Opposite Party has failed to adequately compensate the Complainant or resolve the grievance.

4. Deficiency in Service and Unfair Trade Practice​

1. The acts and omissions of the Opposite Party constitute:

• Deficiency in service under the Consumer Protection Act, 2019.
• Negligence in handling and servicing the Complainant's vehicle.
• Unfair trade practice by attempting to shift liability for the defects onto the Complainant through an insurance claim.
• Failure to provide reasonable customer support and timely redressal of grievances.

5. Jurisdiction​

1. This Hon'ble Commission has territorial and pecuniary jurisdiction to entertain and adjudicate the present complaint as the cause of action arose within its jurisdiction and the Opposite Party carries on business within its jurisdiction.

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PRAYER​

In view of the foregoing facts and circumstances, the Complainant respectfully prays that this Hon'ble Commission may be pleased to:

a) Direct the Opposite Party to repair and restore the Complainant's vehicle to its original and roadworthy condition entirely at its own cost;

b) Restrain the Opposite Party from processing any insurance claim relating to the said defects without the Complainant's prior written consent;

c) Direct the Opposite Party to provide a courtesy vehicle of equivalent category until the vehicle is returned in proper working condition, or alternatively reimburse all transportation expenses incurred by the Complainant;

d) Award compensation to the Complainant for mental agony, inconvenience, harassment, financial loss, and hardship suffered due to the acts of the Opposite Party;

e) Direct the Opposite Party to furnish a detailed written explanation regarding the circumstances under which the defects arose immediately after the vehicle was serviced;

f) Direct the Opposite Party to conduct complete quality and safety inspections before delivery of the vehicle and certify that the vehicle is free from defects and fit for road use;

g) Award litigation costs of these proceedings;

h) Grant such other and further reliefs as this Hon'ble Commission may deem fit and proper in the interests of justice and equity.

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Verification​

I, Mrs. Arshi Rahman, the Complainant above named, do hereby verify that the contents of paragraphs 1 to 22 of this complaint are true and correct to my knowledge and belief and that nothing material has been concealed therefrom.

Place:Bengaluru

Date: 17/07/2026

Complainant

Mrs. Arshi Rahman

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