Name of Complainant	Rakesh Shetty
Date of Complaint	August 2, 2020
Name(s) of companies complained against	Gomechanic
Category of complaint	Automobiles
Permanent link of complaint	Right click to copy link
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Hi All,

My experience had been horrible with Go Mechanic. Maybe, I am that one odd customer but please note you can also be that one unlucky customer.

I got my car after 1 ½ months for a work which hardly takes 2-3 hours and had to spend 2.5 times  more than the actual expense (Spent Rs.21,000/- until now) and had to take a lot of attitude from their escalation desk and SPOC. It was a stressful and horrible experience which no one should go through.

The lady desk was more interested in closing the ticket then the resolution.

I would like to share my experience in brief with everyone, so that no one else experiences the pain I went through. I am using cars for the last 16 years but never had such horrible experience with any of the local garages earlier.

Below is the sequence of issue I went through,

• I booked basic service for my Honda Civic and the cost of which was around 3500 (After discount).
• My car had some charging issue which I informed the person who came to pickup my car and asked him to check the same.
• While driving the car to the service station, the car broke down on the highway as per their person, they informed me that they need to tow the car now. I had no choice but to say a “Yes”. They towed the car to the service station and charged Rs.1600/- for a distance of hardly 3 Kms. And the irony is, my car had never broken down ever since I am using it.
• After 2 days, I was informed that my alternator was broken and needs to be replaced. I was given 2 choices, 1 Brand New which will cost approx 14,000/- and used one which will cost 8000/-. So looking at the cost constraint i chose the used one.
• After a week I again got a call stating the used alternator which we got is not working, so go for a new one. So I asked would it be ok if I arrange the part and you can just do the fitting on which the Go Mechanic guy said “Yes” that is ok you can get the part. Post which I arranged the used part and got it delivered to me the very next day.
• Next day morning again I got a call from Go Mechanic for the alternator, for which I informed that I have got the used part already will be sending it to him shortly, on which the Go Mechanic person asked me to return the part and forced me to buy the new part from him. Which further led to lot of mental stress and debates. The Go Mechanic garage was not ready to fix my car with the part that I had ordered and kept forcing me to return the part and take the part from them. Finally, I was fed up and requested them to release my car and I informed them that i would get it done from somewhere else. They were not even ready to release my car and were asking me to pay for the used part which they got, which was not in working condition, which they themselves informed me.
• Finally, I had to escalate the matter to the next level at Go Mechanic. After some internal discussion, they informed me that I will have to pay for the basic service done, which I am sure was never done, Towing charges, Labour charges for opening the alternator etc).
• I agreed to them with no choice left to release my car.
• I had to get out of my house during COVID times and search for a garage who can complete this work for me and finally found one. After arranging a towing van I informed them. Immediately I got a invoice for Rs,6309/-, which I cleared before moving the car from their garage.
• Again I had to pay Rs.1500/- to the towing van to move my car from their garage to another local garage.
• ******The actual story starts now. Upon getting my car to another garage, while opening the alternator in front of me, it was shocking to see that the other parts surrounding alternator was broken so badly and was freshly broken. The car was in very very dirty condition with stains and dirt all over from inside and outside. I immediately shared the pics with the Go Mechanic SPOC.
• The Go Mechanic garage with anger broke my Alternator, Adjuster, Main Bolt, Alternator Belt & Socket.
• I immediately sent all the pics to the Go Mechanic SPOC but there was absolutely no response from him.
• I finally had to put a negative post on the play store. And after couple of hours I got a call from their escalation desk. The escalation desk lady heard my complete story and assured me of resolution. Next day she assured me that they will arrange for the parts that were damaged shortly as compensation.
• To arrange just 2 parts it took them approx one month and when the parts arrived I was further shocked. The adjuster was a used one and had oil spill in the hydraulic, there was no bearing in it and the belt was not of the right size.
• After another couple of days, I got a call from them stating that they have sent the replacement belt and have fixed the other part as well in front of my garage person in my absence. So what they did was just moved a few parts from the old part to the other used one which they got and gave temporary fix. Which I am not sure will last for how long.
• Due to all this damage, I had to pay Rs.5000/- to the mechanic and Rs.3000/- to the electrician to get my car repaired.
• So now my overall expense to get the car in working condition is approx Rs.21,000/. And yet I need to get the basic service and cleaning done for my car, which will cost another Rs.5000/-.
• The funniest part is their escalation desk lady gave me a freebie during this entire episode to pacify me, which was a cleaning voucher for my car. I had to literally follow up 10 times to know where do they have their service center near my location, where I can get my car serviced and finally yesterday I got one address. When I asked if they have pick and drop service. The lady is still finding out if the pick and drop option is available. It’s been 24 hours now.
• Simply what I can make out is, the App is good, the marketing team is good with lead generation. But have no control over their Garages, SPOCs, Processes, Escalation desk, No customer friendliness, No monitoring system.

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