| Name of Complainant | |
| Date of Complaint | August 8, 2022 |
| Name(s) of companies complained against | Gomechanic |
| Category of complaint | Automobiles |
| Permanent link of complaint | Right click to copy link |
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I am the owner of Mahindra KUV100 bearing registration number TN10BD9038. I have booked repair service in GoMechanic vide Job card no. JC20220601941127728.
03.06.2022 – vehicle was picked up and assigned to Mr. Bharath . He told me that he will make insurance claim and repair the damages.
06.06.2022 – Mr. Bharath told me that insurance claim was made on my provider “The New India Assurance Co. Ltd.” and that approval for door was received, but for cladding was pending.
07.06.2022 – Mr. Bharath asked me to pay Rs.1,400/- towards minimum deductible in my insurance and labour charges. Two parts “Rear Quarter Panel Cladding LHS” and “Panel Rear Wheel House Inner LHS” were ordered costing Rs.2,200/- and he told me I need to pay 50% of this since my comprehensive insurance covers only 50%. The vehicle was delivered to me without the above 2 parts, since the parts were ordered and will take time to come.
08.06.2022 – I informed Mr. Bharath that my insurance is bumper-to-bumper coverage and not comprehensive, therefore I do not need to pay 50% of plastic parts and insurance will cover the total. He said he will check the insurance and will rectify the claim. He said he will update me by evening, but no update was given.
09.06.2022 – I called Mr. Bharath and he confirmed that my insurance is indeed bumper-to-bumper. I told him I paid Rs.1,400/-. He said he will refund Rs.400/- since I only needed to pay Rs.1,000/- since I have bumper-to-bumper coverage.
10.06.2022 – Mr. Bharath called me and told me to submit feedback. I told him my refund is not yet received and the cladding replacement is also pending. He said he will refund Rs.400/-. Forced me to submit feedback. Told him will do it only after refund. When cladding is changed refund will be given
11.06.2022 – Mr. Bharath called me again for feedback. Again I reminded him about the pending parts and refund. He said when the new parts are received and fixed, the refund will also be issued then.
Since 11.06.2022 I have failed to receive any response from GoMechanic. The issue was even escalated to Mr. Sylvester Soloman, but till today neither I have received the parts nor the refund. I have detailed voice call recordings of all the above sequence of events with Mr. Bharath and other escalated authorities at GoMechanic.
Please note that insurance claim has already been made for these parts, and payment was released by insurance company to GoMechanic. Failure to perform the necessary replacement tantamounts to insurance fraud. In case the part(s) is(are) not available, the same must be reported to the insurance company otherwise the insurance will close this issue and not permit another claim on this in the future, and I will be at loss. Unless there is some fraud done from your side, I don’t see any reason why stating the truth that the work could not be done due to part non-availability is being refused by you. Kindly clarify why GoMechanic is refusing to do this.
After 11.06.2022 i posted a message on social media regarding the same and then Mr Sylvester Soloman contacted me and issued a full refund of Rs 2,200 /- for the product that was not replaced during the service. When i asked him to report the same to insurance company / give me in written that your company was not able to replace the product on time and delayed my service and that they are not able to report to the insurance company. he said that he will discuss with their team and get back to me. its been almost a month now since he had a word with me.
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