FORMAL COMPLAINT REGARDING EXCESSIVE VEHICLE REPAIR DELAY, ₹6, 000 PAYMENT, LACK OF COMMUNICATION, AND COORDINATION FAILURES BETWEEN DEALER AND INSURER
Date: 10 October 2026
To: The Dealership Management, Service Centre Manager, and ICICI Lombard General Insurance Grievance Redressal Department
Subject: Formal Complaint Regarding 39+ Days Repair Delay, Poor Customer Service, and Insurance Coordination Failures – Vehicle No. TS07KD0689 | RO No. 44011603
Dear Sir/Madam,
I, Yadagiri, am writing to raise a formal complaint regarding the unreasonable delay in repairing my vehicle, the lack of communication from the service centre, and the failure of the dealership and insurance company to coordinate properly.
My vehicle, bearing registration number TS07KD0689, was handed over to your service centre on 1 September 2026 for repairs related to rat-bite damage. As of 10 October 2026, more than 39 days have passed, yet my vehicle has still not been repaired and delivered.
1. Payment collected and failure to meet the promised timeline
On 18 September 2026, I paid ₹6, 000 to the person handling my job card, Mr. Anand (Contact No.: [protected]). I had been assured that my vehicle would be ready within one month. However, this commitment has not been fulfilled.
After taking the payment, the concerned representative has failed to provide consistent updates, is frequently unreachable, and has not communicated clearly about the progress of the repairs.
2. Suspected delay in starting the repair work
I was informed that the insurance company was not approving the repairs. However, based on the information available to me, it appears that the vehicle may have remained untouched for approximately 15 days.
I request a clear explanation of why the repair work was not initiated promptly and whether the delay was due to pending insurance approval, a delay by the dealership, or a lack of coordination between the two parties.
If insurance approval was pending, I expect the dealership to provide the dates on which the approval was requested, the responses received, and the steps taken to follow up.
3. Lack of coordination between the dealership and ICICI Lombard
The delay appears to involve communication and coordination issues between the dealership/service centre and ICICI Lombard General Insurance.
The insurance surveyor concerned is Mr. Chandrakanth (Contact No.: [protected]). The insurance company and surveyor should clarify the status of the inspection, assessment, and approval process and identify any outstanding requirements that prevented the repairs from proceeding.
I am not making assumptions about which party is solely responsible. However, both the dealership and the insurance company must explain their respective roles in the delay and take immediate action to resolve the matter.
The customer should not suffer because of internal communication failures between the service centre, surveyor, and insurance company.
4. Unprofessional customer service and lack of support
The service team has been unsupportive and has failed to provide reliable updates. Despite repeated attempts to obtain information, I have not received a clear explanation or a confirmed vehicle delivery date.
The concerned job card representative has not maintained proper communication, and the overall handling of this matter has caused considerable inconvenience, frustration, and disruption to my daily activities.
I handed over my vehicle with the expectation of professional service and timely repairs. The current situation is unacceptable.
Vehicle and complaint details
Customer Name: Yadagiri
Vehicle Registration Number: TS07KD0689
Repair Order (RO) Number: 44011603
Insurance Policy Number: 3001/0/[protected]/01/000
Date Vehicle Handed Over: 1 September 2026
Amount Paid: ₹6, 000
Date of Payment: 18 September 2026
Job Card Representative: Anand
Representative's Contact Number: [protected]
Insurance Company: ICICI Lombard General Insurance
Surveyor: Chandrakanth
Surveyor's Contact Number: [protected]
Insurance Company Location: Uppal
Customer Contact Number: [protected]
Resolution requested
I request the following actions without further delay:
Provide a written explanation for the entire delay from 1 September 2026 to the present.
Clarify the purpose of the ₹6, 000 collected on 18 September 2026 and provide a payment acknowledgement and relevant details.
Provide the exact dates of insurance inspection, approval requests, communications, and repair commencement.
Investigate why the vehicle appears to have remained untouched for approximately 15 days, if confirmed by the service records.
Clarify the respective responsibilities of the dealership, service centre, insurance company, and surveyor.
Resolve all outstanding insurance and repair issues immediately.
Provide a firm, written completion date and arrange delivery of my vehicle at the earliest possible time.
Assign a responsible representative who will communicate with me regularly until the matter is resolved.
Please register this as a formal customer grievance and provide a written response with a concrete resolution plan within 48 hours of receiving this complaint.
If the issue is not resolved satisfactorily, I will escalate the complaint to the dealership's senior management, ICICI Lombard's Grievance Redressal Officer, and the appropriate consumer grievance authorities, including the National Consumer Helpline.
I expect both organisations to investigate this matter fairly, accept responsibility for their respective actions or omissions, and ensure that no further delay is caused.
Yours faithfully,
Yadagiri
Mobile: [protected]
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