Mahindra Customer Care: How to Register a Vehicle Complaint to Mahindra & Mahindra Limited?

Mahindra & Mahindra Limited (M&M) is an Indian conglomerate company with subsidiaries in various sectors such as automotive, farm equipment, finance, IT, aerospace, etc. It was founded in 1945 and has its headquarters in Mumbai, Maharashtra. Mahindra & Mahindra is one of the largest vehicle and tractor manufacturers in India.

It has a global presence and its products include agriculture equipment/machinery, heavy vehicles, and automobiles (cars, trucks, and commercial vehicles). Domestic subsidiaries of the company are Gromax Agri Equipment Limited and the Swaraj division. Some of its automotive global subsidiaries are:

• Mahindra Europe S.r.l.
• Mahindra Automotive North America
• Automobili Pininfarina
• Mahindra South Africa
• Mahindra Australia
• Mahindra Brazil & Mexico

The Vehicle Models of Mahindra & Mahindra:

• SUVs: SCORPIO-N, XUV 700, THAR, XUV300, SCORPIO CLASSIC, BOLERO NEO, BOLERO, MARAZZO, and KUV100 NXT
• eSUVs: XUV400
• Pik-Ups: Max Pik-Up (City and HD) and Bolero (Pik-Up, Camper, and Maxitruck Plus)
• Small Commercial: Alfa (DX, DX CNG, Plus, and Plus CNG), Jeeto, and Supro (Cargo Van, Maxi Truck, and Mini Truck)
• Electric: Zor Grand, Teo (Auto, Zor, and Yaari), e-Alfa (Super and Cargo), and E-Verito
• Trucks: Blazo (Haulage, Tipper, and Tractor Trailer), Furio, and Jayo
• Buses: Cruzio and Cruzio Grande

Want to lodge a vehicle complaint? To file a complaint regarding your Mahindra & Mahindra vehicles, begin by calling the toll-free customer care number, reaching out to your local dealer, or lodging a complaint online through WhatsApp, email, and Mahindra WithYouHamesha. If your complaints are not resolved then escalate it to Customer Care Manager at Regional Office.

Further, escalate your complaint to the Grievance Officer and Head of Customer Experience at the M&M Head Office. Finally, you can approach the Executive Director of the Automotive Division of the Automotive & Farm Equipment Sector, Mahindra & Mahindra.

How to Lodge a Complaint to Mahindra & Mahindra Limited?

According to the customer service policy of Mahindra & Mahindra, the grievance redressal mechanism is divided into 3 levels. If your registered complaints are not addressed then escalate them to the next appointed officials.

Resolve the issues related to:

• Vehicle Parts: Availability, quality, warranty, and pricing concerns for car and commercial vehicle components.
• Electric Vehicles: Issues specific to electric vehicle parts, fires, or quality of the battery.
• Basic Amenities: unsatisfactory amenities at vehicle service centres.
• Sales and Booking: Problems with bookings, cancellations, refunds, model availability, and financing options.
• Pricing and Documentation: Pricing disputes, documentation problems, and staff behaviour concerns at M&M outlets & regional offices.

Grievance Redressal:

3 Levels of Lodging Complaint:

• Level 1: Customer Care, Mahindra Auto
  • Toll-free M&M customer care number
  • Email & WhatsApp
  • Online complaint registration (WithYouHamesha)
  • Contact your local dealer
• Level 2: Regional Customer Care Manager (RCCM), Mahindra & Mahindra
• Level 3: Head of Customer Experience, M&M Head Office

For complaints about privacy, accounts, or online bookings for Mahindra & Mahindra (e-booking), escalate the grievance to the Grievance Officer, M&M at level 3.

Note: Dissatisfied with the final resolution of Mahindra & Mahindra? For violations of consumer rights, financial losses, or the quality of M&M’s cars & commercial vehicles, and products/services (Maxicare), you can lodge a consumer complaint online to the National Consumer Helpline (NACH) and further to the National/ State/ District Consumer Disputes Redressal Commission (NCDRC).

Level 1: Customer Care, Mahindra & Mahindra

At this level, customers can raise concerns regarding Mahindra & Mahindra automobile services such as car or commercial vehicle warranty, booking, sales, insurance claims, car quality, spare parts, and more. To submit your complaint at level 1, contact Mahindra & Mahindra’s customer care, your local dealer, or the nearest M&M office.

When filing your complaint, the following information may be required:

• Your name and contact information
• The model of your Mahindra & Mahindra vehicle
• Vehicle Registration Number (if applicable)
• Nature of the complaint
• Describe the issue with references

Mahindra Customer Care Number

Official toll-free customer care number and helplines of Mahindra & Mahindra to lodge a commercial or passenger vehicle complaint:

Note: Not satisfied or did not get a response within 1 working day? Escalate the complaint to the Regional Customer Care Manager of the respective Regional Office of Mahindra & Mahindra.

File a Complaint Online

Customers can register vehicle complaints online with Mahindra & Mahindra by filling out a web form or emailing relevant details to Customer Service or the Dealer. Resolve the issues related to warranties, car maintenance plans (AMC), online bookings, and related services.

Include this information in the complaint form:

• Area of concern (Sales, Service/Product, Quality, or Spare Parts),
• A detailed description of the issue,
• Vehicle Registration and Model Number
• Attachments like invoices or dealer communications, if applicable.

After filing a complaint, note down the reference/acknowledgement number for tracking and escalation of the case.

Register an online vehicle complaint to M&M:

Note: Not satisfied with the response or no reply from the dealer within 1 working day? In such cases, escalate your complaint to the Manager of Mahindra & Mahindra Regional Office for further investigation.

Alternative ways to lodge a complaint to M&M:

Level 2: Regional Customer Care Manager (RCCM), M&M

At Level 2, if your submitted complaint is not resolved or if you are dissatisfied with the resolution and receive no response within 1 working day from the dealer or M&M customer care at Level 1, then escalate your complaint to the Regional Customer Care Manager (RCCM) at the Regional Office of Mahindra & Mahindra.

M&H has 16 RCCM regional offices in Ahmedabad, Bangalore, Bhopal, Bhubaneswar, Chandigarh, Chennai, Cochin, Delhi, Guwahati, Hyderabad, Jaipur, Kolkata, Lucknow, Mumbai, Patna, and Pune.

At this stage, you can choose to submit your complaint either online or through a written letter. When using the escalation form, please ensure to include the following details:

• Reference/ acknowledgement number
• Reason for escalation: No response/not resolved or dissatisfied
• Vehicle & Dealer Information
• Any additional details related to your Mahindra & Mahindra Car or Commercial Vehicle (if necessary)
• Attach supporting documents or images (if applicable)

Escalate a Complaint Regional Office:

Note: Still not resolved or not received a response within 2 working days? Escalate the grievance to the Head of Customer Experience at M&M Head Office, at Level 3 with references.

Level 3: Head of Customer Experience, Mahindra

If you are not satisfied with the final resolution of the Regional Customer Care Manager, Mahindra & Mahindra or do not receive a response within 1 working day from RCCM, then you can escalate the grievance to the Head of Customer Experience, M&M Head Office at to Level 3.

To escalate, submit an application or use the online complaint form. Provide essential details such as:

• Reference Number/ Acknowledgment Receipt (if offline)
• The reason for the escalation
• A clear description of the issue
• Your vehicle and dealer information (if applicable)
• Any necessary supporting documents or images.

Escalate your complaint to:

Note: Dissatisfied with the final order of Mahindra & Mahindra Limited? You may lodge a consumer complaint to the National Consumer Helpline to start an arbitration (ADR) and further to the Consumer Commission (NCDRC).

Appellate Authority: Consumer Commission

If you’re dissatisfied with the customer services of Mahindra & Mahindra (M&M) or your submitted complaints related to vehicles, products, and services are not resolved, then you have options:

1. National Consumer Helpline (NACH): Lodge an informal consumer complaint to the National Consumer Helpline, Ministry of Consumer Affairs. Additionally, start an arbitration with M&M by using the Alternative Dispute Resolution (ADR) platform of NACH.
2. Consumer Disputes Redressal Commission (NCDRC) – E-DAAKHIL: For formal consumer complaints, use the online platform E-DAAKHIL to file a complaint with the National/State/District Consumer Disputes Redressal Commission (NCDRC). Based on the priority, submit cases related to monetary disputes.

Additionally, you may M&M’s internal dispute resolution process, working directly with the company for a resolution.

Please Note: If you need more information related to dispute resolution then please consult with a legal expert to know the available legal remedies. Further, with the help of your lawyer, you may take legal action against the company.

Reference

• Customer Service – M&M
• Owner’s manual – Mahindra WithYouHamesha