Oct 23, 2023 08:44 PM
798 Views
I am writing to address the disheartening experience I encountered during the recent shipment of my old car from Jaipur to Bangalore, initiated on the 6th of October 2023. This ordeal transpired due to a mix-up in my interactions with Mr. Ashok, whom I initially believed to be an employee of M/s Agarwal Packers and Movers but, as it later became apparent, was associated with DRS Road Lines-Jaipur. Our negotiations led to an agreement to transport my vehicle for a total cost of Rs. 20, 000. To my surprise, the quotation I received via WhatsApp displayed the branding of "DRS Dilip Road Lines Ltd, a Brand of Agarwal Packers and Movers." Despite this, I proceeded with delivering my vehicle to Mr. Ashok at the designated loading point in Jaipur, as we had previously discussed.
At the time of the vehicle handover, Mr. Ashok Kumar prepared the necessary documentation, including a Goods Consignment(GC) and a checklist. He informed me that payment should be made online, to which I reiterated my commitment to settling the payment upon delivery in Bangalore, aligning with our original agreement. Despite this, Mr. Ashok began pressuring me for an immediate online payment the very next day, even resorting to threats of halting the vehicle's journey at Kishangarh. I referred to the quotation and GC documents, which lacked any stipulation for payment at the time of loading. It was evident that Mr. Ashok had accepted my vehicle on the 6th of October 2023 without an upfront payment, confirming our initial payment arrangement. His insistence on immediate payment after dispatch was perplexing and went against our prior agreement.
I reached out to Mr. Chhotu Singh, who operates from the DRS Dilip Road Lines office in Jaipur, to report Mr. Ashok's behavior and threats. While Mr. Singh promised to address Mr. Ashok's misconduct, he too reiterated the necessity of payment. I subsequently emailed info@agarwalpackers.in, as indicated in the GC document, and received a prompt response from the customer care team at Agarwal Packers and Movers. They clarified that the consignment note I had provided did not belong to APML and expressed their inability to assist me, apologizing for any confusion. It was at this point that I realized that DRS Dilip Road Lines was using the web address and email address of Agarwal Packers and Movers on their Car Inventory document and GC, effectively misleading customers and capitalizing on the APML brand.
Feeling helpless, and with no further communication from the DRS office, I believed the matter to be resolved. However, two days later, Mr. Ashok resumed his demands for payment, threatening to halt the consignment at Nagpur. Despite the evidence and the agreed-upon terms, Mr. Ashok remained unyielding in his stance.
Exasperated by these repeated demands and the delay in delivery, I reluctantly made a payment of Rs. 20, 000 to DRS on the 14th of October, 2023. As per Mr. Chhotu Singh's commitment, I had expected the delivery to occur on the 15th of October, and I waited for a call from the DRS Bangalore office. Unfortunately, no one contacted me, and calls to the provided mobile number(934348xxxx) went unanswered. I reached out to Mr. Chhotu Singh, but he was unavailable. When he finally responded, he informed me that "Your car has reached Bangalore" and advised me to contact the Bangalore office for delivery. I explained that the number provided had not been responsive from the start, but Mr. Singh assured me that he would reach out and confirm later. By the evening of the 15th of October, I had not received any further information.
After multiple attempts, I managed to contact one Mr. Arun, who took down the GC number but ceased communication thereafter. Additionally, calls to the customer care numbers(936001xxxx and 926001xxxx) yielded no substantial updates. It became apparent that information was being withheld.
As of the 16th of October, 2023, I learned from DRS customer care(926001xxxx) that my car was held up in Hyderabad due to non-payment, with dispatch scheduled for the 17th of October, 2023. This revelation was both shocking and surprising, given previous assurances of my car's arrival in Bangalore. When I confronted Mr. Chhotu Singh about the repeated false information, he admitted to confusing my car with another, an unprofessional lapse on his part.
Subsequently, through a WhatsApp chat with the DRS team on the 18th of October, 2023, I was informed that the car would reach Hyderabad that day and would reach Bangalore by the 21st of October. I had no choice but to wait. On the 21st of October, I received no communication, so I reached out to customer care, who confirmed the car's arrival in Bangalore and provided a contact number(861862xxxx). Despite my attempts, no one answered this number and the day passed without any progress. On the 22nd of October, the situation remained unchanged, and no response was received from the mobile number(934348xxxx) provided. The prerecorded message continuously played, emphasizing the association with Agarwal Packers & Movers, further adding to the confusion.
Finally, on the evening of the 22nd, I managed to connect with an individual who informed me that the car would be delivered by the following morning. He provided another number for the driver, and I was finally able to speak with the person in possession of my vehicle. The driver outlined certain conditions, such as a minimum fuel tank requirement and toll charges to be borne by the owner, assuring me of the vehicle's delivery the next day. On the 23rd of October, 2023, I received my vehicle.
This entire experience is a distressing example of how DRS Dilip Road Lines Pvt Ltd engages in deceptive practices, provides false information, demands payment before delivery, and threatens to halt consignments en route. The staff at the Jaipur office, Vaishali, displayed a casual approach and minimal concern for the genuine issues of their clients. It seems that the higher authorities at DRS Dilip Road Lines Pvt. Ltd does not adequately address customer complaints, as no acknowledgements or corrective actions have been taken. Furthermore, the use of the email and web address of Agarwal Packers and Movers on DRS documents adds to the misleading practices, despite APML's disassociation from customer complaints against DRS Dilip Road Lines Pvt. Ltd.
I acknowledge that my experience may not prompt management or HR personnel at the company to address their shortcomings, but I hope this account serves as a warning for individuals considering dealings with DRS Dilip Road Lines Pvt. Ltd. in the future.
