Cross Roads India Assistance Pvt. Ltd. — Did not provide service

Address:	122002
Website:	www.crossroadshelpline.com

My registration number is [protected]. I was very lucky to have never utilized your services till date but unfortunately today was not a very lucky day that i had to experience your pathetic services.

I had a flat tyre around 3pm today (13 july 2017) and i called up your call centre at 3:10pm to inform them to arrange for assistance. After a wait time of over 15 minutes to connect with a call centre executive i spoke to a person mr akash who registered a request for assistance (Request number 423064) i was told that the assistance will be available in 30 minutes (As you claim in your adverts and website). I also told them that i am a single lady standing all by myself here and hence they should expedite. I also asked him to give me any contact number of the assistance team and he said that he cannot provide any contact number but the help will be available in 30 minutes. Till 30 minutes when no one turned up i again called at 3:45, waited for 5 mins again till finally i could speak to akash again. I asked the whereabouts of assistance and he had no clue and said that maybe the assistance vehicle had a break down and in that case they will send another vehicle which will take another half hour (Mind you it was already 30 minutes from the time i had called for the first time). When i asked him that i need to speak to a senior he said that they have no policy to transfer a call to a senior and he cannot transfer the call. When i insisted that i need to speak to a senior he said he will arrange a callback within 5 minutes (Which has not happened till now!!!). At 4:11 (Almost one hour after i raised a request for assistance) i get an sms that my request is registered and someone will call me shortly. At 4:26 i get a call from a mechanic asking me about my whereabouts again (Even though i had provided all the details) and telling me he will take another 30 minutes to reach which would mean 5 pm. This means that two hours after i raise a request i can expect service from your company that too after reiterating again and again that i am a single lady standing there since last 1.5 hour. I had to finally call a local mechanic to fix my car and had to pay money to him too.

This kind of service levels are absolutely unacceptable and i would want you to please refund me the entire amount i paid as an annual membership to an unprofessional organisation like yours. I will also ensure that i put up in as many forums in the social media as possible so that as many people stay away from your pathetic company who has absolute disregard for its customers.

I would also want you to take strict action against your executive akash who is absolutely casual, careless and a disgrace in the name of customer service. With this attitude and such people in your team you wont survive for long in this competitive world.