Cross Roads — services not received while my bullet stuck on the way to home

Regarding Cross Road Services.
On 9th October, My bullet's clutch wire broke while I was going to home from office.
No one came from cross road.
Even I escalated matter as mentioned below to customer care id but on one responded till date.
Four reminder sent already.
Request kindly look into the matter and assist

Below mail sent to [protected]@crossroadshelpline.com on 9th oct'2019

I HAD LOGGED A COMPLAINT VIA CROSSROADS APP @ 7:33 PM AND NO RESPONSE RECEIVED TILL NOW. MORE THAN TWO HOURS HAVE BEEN PAST.
THIS IS THE SERVICE YOU GUYS ARE PROVIDED TO YOUR CUSTOMERS.
I TRIED A CONTACT TO CUSTOMER CARE NUMBER BUT NO ONE IS PICKING A CALL.

I FOUND ONE MACHANIC ON ROAD SIDE AND HE HELPED ME.
FINALLY I REACHED HOME.
REALLY THANKFUL TO THAT FACE OF GOD

I AM THINKING IF THAT MAN DIDN'T FIND THEN I HAD TO WAIT FOR LONG AS YOU GUYS DIDN'T HELP ME AND CONTACT ME.

WHY I TOOK YOUR SERVICES.
YOU HAVE TO REFUND MY WHOLE AMOUNT.

SHARE YOUR ESCALATION MATRIX WITH ME, I WOULD LIKE TO CONTACT WITH YOUR SENIORS.

VERY DISAPPOINTED. PATHETIC SERVICE.
HOW CAN I RECOMMEND TO OTHERS??