[Resolved]  Club Mahindra Holidays — Wrong commitment by salesperson & poor services

Address:	400101
Website:	www.clubmahindra.com

Subject : whether club mahindra is holiday provider or harassment provider??

Mahindra holidays resorts india limited, mahindra towers, 2nd and 3rd floor, 17/18 patullos road, chennai - 600002.
Tele :[protected] fax :[protected] email : [protected]@clubmahindra.com

13th mar, 16 : one of club mahindra sales rep. Mr. Rahul nath ([protected]) had visited us late evening to explain membership details and its benefits. Me mrs. Ashwini yelgaonkar and my husband mr. Bhushan yelgaonkar, both o[censored]s clearly infomred our specific requirement and dates of travel i. E. During my bday (25th sep) and my husband's bday and our wedding anni (I. E. 25th and 28th nov resp). Accordingly mr. Rahul had sgstd us to go for white mbrshp out of (Purple, red, white and blue) all the categories they have. As explained by him purple category is the highest and was not available for sale that time hence no information was given about it. Red cat. Was specifically during peak seasons i. E. Summer (April, may), diwali and christmas however our travel date do not fall in this season and also being economically not suitable for us he suggested to go for white season which is as described by him is semi peak season i. E. January, march, september and november (Other than diwali days). Since our both months were falling in this white season and being economically suitable, we opted for the same. The total amount of membership was rs. 3, 55, 600.00 out of which we were asked to pay rs. 29, 560.00 immediately which we did thro' credit card towards the downpayment of membership and rest amount we opted to be paid on emi basis i. E. Rs. 9070.00 per month from may onwards. Along with this membership we were offered 2 year rci membership and 12 nights additional stay which includes 5n in club mahindra resorts except lonavala and 1 week in rci (India or international) and few more complimentory vouchers etc.. Mr. Rahul told us to sign the application form but we were hesitated to sign it without reading any terms and conditions but he said that they are all same as explained by him. T and c was long and it was very late. He also said that offer is only till today and if we dont go for it today then we may loose it hence we signed it. He told us that he will be our personal relationship manager and will be doing all the bookings for us and will be a one point contact. We had some query so we tried contacting him imm. Within half an hour since he left however he did not respond. He had given us his manager's land line no. So we contacted his manager who said that he must be busy with some other client and assured a call back from him next day since it was quite late. We awaited a call back for a day or 2 but no call received. So my husband tried contacting him but there was no response. We kept trying for almost a week but no response neither from mr. Rahul nor from his manager. We had no other no. To be contacted. Meanwhile we received membership confirmation and other related documents thru' courier. After that we received a call from club mahindra call centre to confirm whether we have received the kit, etc. Even that time i complained about no response from sales person to which i was told that action will be taken. But there was no action taken. Ultimately i contacted club mahindra at their toll free no. [protected]. Being a call centre i was connected with various people everytime i call. And i had to explain each and everything to every individual. Everytime the excuse was that their system is down and they are unable to retrive information so if i need solution i need to explain everything which i did. This has already made us think if our decision to take mebership was correct or no? I spoke to many executives and floor manager mr. Ram who assured me good services in future and informed us that mr. Rahul is on leave for a month for his marriage. So we decided to give a chance.
April, may, june, july 2016 : as infomred to us, we shall be able to plan our holidays only after 3 emi's are paid, we waited for 3 months. During these 3 months we paid total of rs. 27210.00 on 7th of every month from may till july. Since we wanted to travel on my birthday internationally to ensure we get the booking i contacted rci on their toll free no.[protected] in july itself. We wanted to utilize our additional international free days offered but we were told by the executive very rudely saying bookings at locations are full. We questioned them how it is possible since bookings are done only 1 month prior and i am calling almost 2 months in advance so the executive said that many customers do bookings almost a year in advance. I failed to understand this system hence contacted club mahindra call centre and informed about all this who assured me a call back and give solution. Each time i contacted rci for booking we were given same answer in a very rude manner. Here it was clear that club mahindra gave wrong/fake schemes to attract customers. After several calls to club mahindra call centre i was advised to utilize one of the international club mahindra property and booking for which would start in august. We thought of giving another and last chance and waited whole month.
August 2016 : on very 1st day of august i contacted club mahindra call centre to do my bookings for 25th sep. We were told that internationally club mahindra has only 4 properties namely bangkok, austria, dubai and kuala lumpur. Out which we had already been to bangkok and kuala lumpur, had no travelling budget to visit austria so we decided to go to dubai. Accordingly i informed call centre rep. To do my bookings for dubai 3/4 nights from 24th september onwards. After checking their system executive informed me that he can not take our bookings cause that period falls into red season and our membership is of white season. I told executive that as informed by your sales person this month falls under white season and not red so he said that seasons are different for different locations. So by now we were highly dis appointed. This was an epic and we decided to cancel our membership and ask for refund. During these 5-6 months period there was not a single call from sales person mr. Rahul in spite of our several complaintes at call centre. I spoke with several people in call centre explaining the false commitment by sales person and willingness to cancel membership. Eveyrtime i was assured return call in a day or 2 but there was no call received. So we decided to stop payment of monthly emi which goes on every 7th of the month. We blocked our credit card to avoid getting auto debited in august. Meanwhile one of the executive informed me that if i want to cancel my membership, i need to send email at their memberrelations i. D. And they shall take care of the further matter. So i sent an email on that id and also called on their no. On 5th of august explaining in short about the issue and stop payment of emi. I spoke with ms. Pallavi. To this email i received reply from club mahindra asking to send email from registred email id on 17th of august. It took them 12 days to respond to my 1st email so one can now really understand the level and quality of services given. As per their request i sent same email from my registered id. Meanwhile ms. Pallavi visited our residence to convince us for not cancelling the membership. We showed her all the documents which their sale person mr. Rahul has given in writing to us, that time she infomred us that mr. Rahul has already left the organisation. We said we even tried contacting his manager, ms. Pallavi confirmed that even he has left the organisation. After the visit, ms. Pallavi did our bookings for dubai but that was only for a day or 2 hence we were definitely not happy with it. We will not spend so much of our money travelling internationally just for a day or 2 we needed at least 4-5 nights but she could not manage the same. Then we kept sending reminders over reminders to her but there was no response. Then one day we received a call from another person named mr. Rohit[protected] who confirmed that our refund is approved and we shall get the amount within 30 working days. Since we had done payment thru' credit card i was little suspicious and asked him how will i get the refund since we did payment thro' credit card and they dont even have my bank acoount no. To which he said it will be done dont worry. So finally we were relieved. However he asked for the document which was shown to ms. Pallavi, to which my reply was i need in writing that i will get 100% refund only after that i shall provide the document copies.
September 2016 : its been over 6 months that our money was blocked and there was no response from club mahindra. I called mr. Rohit to enquire about the refund so he once again asked for the documents and said he needs it to submit it to thier management for suuporting the refund. So finally i had no option but to send copies of those documents to them.
13th october, 2016 : today we receive final mail from club mahindra saying they will not refund any money to me. Whatever i have mentioned above, everything is mentioned in my mails to club mahindra and hence i have a documentory evidence of the same. Few of their calls are also recorded by me. However all my calls recordings has to be available with club mahindra as their call centre calls are all recorded. I have clearly indicated club mahindra that if i have to go legal then i will need refund of all the money invested i. E. Rs. 29560.00 (Down payment) + rs.27210.00 (3 emi) = rs. 56770 plus the interest from august @ 10%, all legal charges and the harassment charges.
Company sales person has given wrong commitment and left the organisation, they gave wrong/fake offers to attrack customers and their service level is also very low. Even mr. Rohit who assured me 100% refund and then denied for it. All this clearly says that it is a complete case of fraud and we need our hard earned money return. Please help resolve.

Thank you.

Regards,
Ashwini yelgaonkar