Toyota Innova Hycross

Need some advice from fellow Team-BHP members regarding a very unpleasant new-car delivery experience. I purchased a brand-new Toyota Innova HyCross ZX from **Toyota Tsusho Bharat Motor Private Limited (Bharath Toyota), 25, Chord Road, Opposite ISKCON Temple, Yeshwanthpur Industrial Suburb, Rajajinagar, Bengaluru – 560022**. The delivery was scheduled for **17 June**. My family and I went to the dealership to take delivery of the car, which was fully paid for and, as per my records, had already been registered in my name in May 2026. However, during the delivery process, I noticed **two defects on the vehicle – a dent on the RH rear door and a paint chip mark on the RH rear quarter panel**. I immediately refused to accept delivery of the vehicle. The dealership admitted that the damage had occurred during movement of the vehicle within the showroom premises and stated that it was unintentional. However, this explanation has only raised further concerns for me. If it was accidental, how did a brand-new, undelivered vehicle end up with two separate defects? More importantly, what level of care and supervision was exercised over a customer's fully paid vehicle before delivery? The dealership's proposed solution is to **repair one defect and replace the damaged door**. Frankly, I find this completely unacceptable. I did not sign up to purchase a vehicle that requires dent repairs and replacement of body panels even before its first delivery. I paid for a brand-new, defect-free vehicle and expected to receive exactly that. To make matters worse, while I was recording the condition of the vehicle on my phone for my own records, a dealership staff member allegedly threatened to grab my phone, stating that I did not have permission to record videos in the delivery bay. The entire incident caused significant distress, embarrassment, and mental agony to me and my family. What should have been one of the happiest occasions for us turned into an extremely unpleasant experience. It has now been **six days since I refused delivery**, and despite repeated follow-ups, I have received no concrete timeline or resolution. The dealership has repeatedly stated that the matter is "under review with management" and that they are trying to resolve it amicably. I have also been continuously writing to Toyota's Guest Experience Center (VOC) and speaking to them over the phone. However, apart from forwarding my concerns back to the dealership and remaining copied on the email trail, there has been no visible escalation, intervention, or guidance from Toyota India. Meanwhile, the dealership continues to provide the same response that the matter is "under review." The vehicle remains in the dealership's custody, and I have not consented to any repair, rectification, movement, or alteration of the vehicle. I would genuinely appreciate the community's advice on the following: 1. Would you accept repairs and replacement of a body panel on a brand-new car before its first delivery? 2. Has anyone faced a similar situation with Toyota or another manufacturer? 3. Is it reasonable to expect a replacement vehicle or some other remedy in such circumstances? 4. What would be the best course of action from here, especially given the delay and the complete loss of trust in this dealership? I bought the car based on Toyota's reputation for quality, reliability, and customer experience. Unfortunately, this entire episode has seriously shaken my confidence in both the dealership and the brand experience. Any guidance from fellow members would be greatly appreciated.