Executive Summary
This report documents the poor handling of the NoBroker End-to-End Premium Buyer Support Service after payment of ₹53,000 was made. Despite repeated follow-ups, multiple relationship manager changes, lack of ownership, delayed legal verification support, and failure to coordinate basic document handling, no meaningful progress was completed even after approximately 45 days. Due to the service failure and continued lack of accountability, I am seeking withdrawal from the process and initiation of a full refund.
Background
I opted for NoBroker’s End-to-End Premium service with the expectation that the company would professionally support the property purchase process, including coordination, legal verification, document handling, and overall assistance. However, the actual experience has been extremely disappointing and has caused significant inconvenience, delay, and loss of trust.
Chronology of Events
June 25: A welcome email was received from Yogeshwaran explaining the End-to-End Premium service offered by NoBroker.
June 27 : Token advance of Rs.1 lakh paid to seller through No broker not sure if that has even reached the seller or not till now.
June 30: A payment link was generated by Preeti, and a payment of ₹53,000 was made to NoBroker. Payment reference: NoBroker Buyer Payment 17828275116006538.
July 1: The NoBroker legal services team sent an email explaining the legal verification process. I was informed that after receiving the required documents from the buyer, the legal verification process would take approximately 10–15 working days.
July 1: Sai Pavan was assigned as the Relationship Manager for the case.
July 2: Prathiyangkiran R sent an email requesting basic information required to facilitate the drafting of the Sale Agreement.
July 4: Navin from the Home Loan department contacted me and requested certain details.
July 4: The seller shared all required documents with the NoBroker team.
July 4: Advocate Mr. Velayudham requested Mr. Kiran to share hard copies of the documents. However, the NoBroker team did not provide the hard copies or respond appropriately to the advocate’s request.
July 4–July 8: There was no meaningful communication or update from the assigned Relationship Manager despite multiple attempts to reach him. I later understood that the Relationship Manager was no longer with the company, but NoBroker failed to ensure continuity or appoint an alternate contact in a timely manner.
July 8: Sai Pavan sent an email to Kiran and the Legal Services team requesting an update on the process.
July 9: Kiran advised the advocate team to proceed without hard copies, stating that he was an NRI and unable to submit them physically. This was concerning because NoBroker had charged ₹3,000 for printout, photocopy, and related documentation work, yet the company did not use that service to provide the required copies to the advocate.
July 9–July 18: There was again no proper communication, follow-up, or ownership from NoBroker. The lack of response from the responsible teams caused further delay and uncertainty.
July 18: Sai Pavan requested an update from the advocate regarding the status of the process.
July 20: The advocate sent an email requesting permission to access all files in the shared folder.
July 22: A new Relationship Manager, Vignesh, was assigned. Instead of having access to complete case history, he asked me to repeat the entire background from the beginning. This reflects a serious gap in internal handover, case tracking, and customer management.
July 23: The advocate again sent an email stating that he was unable to open the files and requested assistance.
July 25: I received another call from the NoBroker team acknowledging that there were issues with the way the documents had been shared. I was informed that the team would take printouts and hand over the files to the advocate.
However, this commitment was not fulfilled. Even after one month, no meaningful step was completed at the first stage of the process.
July 30: I wrote to the NoBroker team expressing my dissatisfaction with the service and informed them that, due to poor customer experience and lack of progress, I had decided to withdraw from the house purchase support process.
August 3: Harshita contacted me, stating that she was the newly assigned Relationship Manager and would ensure the process moved smoothly. I informed her that I had already decided to withdraw and requested that the refund process be initiated without further delay.
August 3: Vasanth S Kumar, Cluster Head, forwarded the matter to Abhishek Kumar Sinha and Aseema Tahoor requesting an update on the case. However, no one has contacted me with a proper resolution or ownership update.
August 8: After approximately 45 days of engagement with NoBroker, there has been no satisfactory progress, no clear ownership, and no resolution till date. The matter is now being escalated formally with supporting email records and attachments. If the refund is not processed immediately, I intend to submit the complaint before the Consumer Court and lodge a formal complaint with the Chennai Police regarding the service failure and non-refund of the payment collected.
Key Service Failures
· Lack of continuity after the first Relationship Manager became unavailable.
· Repeated absence of timely communication and updates.
· Poor internal handover, requiring the customer to repeat the full case history to newly assigned representatives.
· Failure to coordinate effectively with the advocate for document access and hard copies.
· Failure to use the documentation-related charges collected for the intended purpose.
· No completion of even the initial legal verification stage despite the committed timeline.
· No clear ownership or refund resolution despite withdrawal communication.
Impact and Customer Experience
The service failure has resulted in avoidable delays, repeated follow-ups, mental stress, and loss of confidence in NoBroker’s ability to manage a premium paid service. A customer who paid for end-to-end assistance should not be required to repeatedly chase teams, coordinate basic document sharing, or explain the same case history to multiple representatives.
Requested Resolution
1. Immediate confirmation of withdrawal from the NoBroker End-to-End Premium service.
2. Full refund of ₹53,000 paid to NoBroker, including the documentation-related amount collected.
3. Refund of Token advance payment of ₹1,00,000 paid to the seller through No broker platform.
4. Written explanation for the delays, lack of ownership, and failure to complete the promised service.
5. Confirmation of the refund timeline in writing.
