[Resolved]  Cross Roads — No Service Provided After More Than a 5-Hr Wait

Yesterday 15th July 2014, when leaving from office in Gurgaon, my car did not start. I was not too worried as I had taken a premium membership from Crossroads, for just this purpose, so no sweat. I called their customer care no. at 5:40 PM saying that my car was not starting, I was told they will send the mechanic is 30-40 minutes. At 6:25 PM I called to check what's the status as no one had reached or called so far. The call center guy informed me that my issue was fixed. I informed the guy I have my car keys no one has approached the car how could it be fixed. He rechecked and said according to the system your car is fixed. I insisted on him rechecking and then he informed - oh the mechanic fixed a car in sector 42 or 49 Gurgaon (I was in sector 32). He apologised and said someone will be there in 10 minutes. This time I was given a complaint no. (701) Knowing better now, I kept calling every 10 minutes and spoke to different call center executives. At one point I was told that it will take 30-40 mins as the complaint was registered only at 6:30 PM! On informing that this was a complaint that was initially registered at 5:40 PM, I was told the mechanic is just about to reach me. Finally at 7:30 PM, on calling I was told the mechanic has reached your office, and was given the mechanic's no. On calling the mechanic he informed that he will take another 30 minutes, and he had received the service request only 5 minutes back. At that point I decided to take a cab home to Delhi, didn't want to be stuck! I informed the mechanic and asked him to come in the morning at 9:30 AM. I called the call center and informed them the same. To cover all bases, I also wrote an email at [protected]@cria.co.in, informing them about the situation and asking them to send someone at 9:30 AM. To repeat the same saga - there was a no-show from mechanic even at 10 AM today morning (16 Jul, 2014), I again wrote an email to [protected]@cria.co.in, and called their call center I was told my ticket was closed, as that's what I had wanted (they conveniently forgot the fact that the issue is not fixed and that I had asked them to send someone at 9:30 AM)! There is no escalation mechanism, there is someone called Sanjeev who wasn't available in the evening yesterday, neither was he available today morning. On insisting on speaking to someone senior, the phone was handed over to a person named Avinash, who asked me to write an email at [protected]@cria.co.in. On informing him this was already done and that I got no response, I told him to check the mail, he said it can only be done by the seniors! I still don't know by when my car will be fixed, I want to (a) get my car fixed ASAP, (b) get reimbursement for the alternate travel arrangements I had to make because the car wasn't fixed within the time committed, (c) cancel and get refund on my membership (they still haven't mailed the hard copy of the membership card and the gift) Please help! Card no. [protected]