Gomechanic - Grievance Not Addressed Order ID

Hi Team,

This letter outlines a series of significant issues and a complete breakdown in service following a recent servicing with GoMechanic under the provided order ID. The entire experience was a nightmare, and I am writing to demand a swift and thorough resolution.

The Service Journey: A Timeline of Frustration
Booking and Initial Contact: The process began smoothly, with GoMechanic's team being fully accessible and responsive during the sales and payment phase, including the purchase of the Miles membership. This was, however, the only positive part of the entire experience.

Day * - The Start of Delays: After the car was taken in for servicing, communication became non-existent. The assigned Service Buddy, Mr. Moreshwar, was consistently unreachable and failed to relay crucial information or instructions.

Mid-Service - Unnecessary Burden on a Senior Citizen: My father, a retired senior citizen, was repeatedly asked by the Service Buddy to visit the workshop in person to meet with vendors. On two separate occasions, he complied, only to be left waiting for extended periods without the vendor or Mr. Moreshwar showing up. This not only caused immense inconvenience but was also a disrespectful and unacceptable way to treat a customer, especially a senior one.

Vendor Issues and Deceptive Pricing: One of the vendors was for a screen installation. The cost of this part was never communicated directly or transparently. Instead, the workshop owner charged us an exorbitant ₹**,***. We later found out from external sources that the actual cost of the screen was significantly lower. This suggests a blatant attempt at overcharging and a lack of honesty in pricing.

Service Timeline and Unfulfilled Promises: The core servicing was incredibly slow. The car was at the workshop for over ** days, far exceeding any reasonable timeframe. Despite repeated attempts to follow up with both Mr. Moreshwar and the barely reachable GoMechanic support team, we were met with a constant stream of broken promises and delayed delivery dates, which caused significant stress and duress.

Final Delivery - A Continuing Cycle of Problems:

Incomplete Car Cleaning: Car cleaning was part of the service package but was not done properly. We pointed this out at the time of delivery, and the vehicle was taken back for another couple of days to complete the job.

Forced Self-Pickup: When we followed up for the second delivery, we were told to come and collect the car ourselves, despite the ongoing issues.

New Mechanical Issues: Just a week after finally receiving the car, and after we returned from being out of town, we noticed the car was running unstably. This appears to be a direct result of the rear shockers possibly being removed and not properly reinstalled during the service.

Post-Service Communication Blackout: Since discovering this new issue, we have been completely unable to reach anyone. The Service Buddy, Mr. Moreshwar, has not responded to our calls, and the customer support team remains unreachable. My attempts to raise a formal ticket via the app have been met with a generic, unhelpful response, as shown in the attached screenshot.

This is not how a member should be treated. The level of service, communication, and basic professionalism has been abysmal. It is a complete dereliction of duty and a shocking disregard for a paying customer's time, money, and safety.

I expect a swift and decisive action on this matter. I am prepared to escalate this to consumer affairs and, if necessary, take legal action to hold GoMechanic accountable for the financial and emotional distress this entire ordeal has caused.