[Resolved]  Nestaway Technologies — invalid and exorbitant water charges billed to tenants

Address: 560043

I am residing in a building managed by nestaway in babusapalya, banglore and has around 15 flats (Mentioned as a tenant hereafter). I moved into this property on 1st july 2018 and staying here to date. (Houseid: n27598)

As per my contract, the rent was inclusive of all maintenance charges. Owing to which nestaway did not charge any of the tenants apart from rent and room electricity bill till the month of april 2019. However, from the month of april 2019, boar well of the building started drying up and nestaway started getting occasional water tankers. Tenants were not taken into confidence about this (About tanker vendor and charges), many did not even know that there is water scarcity and tankers are been brought to the premises.

As the summer progressed water tankers frequency increased, but tenants were never charged till july. However, on july 15 nestaway added inr 3848 on all the tenant's dashboard, just mentioning water charges without proper description, bills or breakup details between tenants. Following that, inr 7897 per tenant was added on 19th aug with minimal desc as nestaway/ka/*random no*. Then, another inr 1289 and inr 2266 were added to each tenants dashboard on 23rd aug and 27th aug respectively with minimal discussion as "other services/water tanker charges". Making total water charges due to 15, 300 inr for all tenants in the apartment. By end of aug, total of 97 wanter tankers were brought in, considering no of flats in the building, reverse computation showed that each tanker cost should be around 2400 inr, 3 times more than market rates.

When approached to nestaway customer care they did not have proper justification. I raised a couple of tickets sc_01625487 and sc_01686113 one after the other, to get clarification on the charges. Both tickets were open for almost a month plus. But only got a snapshot of an excel sheet which did not give any clarity on break up nor any supporting bills. (Excel screenshot attached)

When tenants approached area manager abdul, he maintained that these charges are wrong, we do not have to worry about it. He would get it fixed and asked us to share the service ticket number with him. Which most o[censored]s did, but nestaway kept on closing those tickets for all tenants, without proper justification and charges were not removed from the dashboard. Cc always maintained that charges need to bear by us, even after area manager had confirmed with cc on a conference call with me that the charges are invalid. It shows the level of lack of coordination between na departments.

However, the area manager promised that we need not to worry, he would take care of those charges and he did when few of the tenants left the building during the period of aug-sept, for most of them the charges were actually waived off. So owing to poor response from cc and area managers promise, no one paid the bills under the assumption that those charges are wrong and we do not have to pay the same.

Water tankers continue to come in even today. However, finally, after a lot of persuation, the new area manager finally shared the bills with me as part of sc_02044534 and i was surprised to see that water tanker of 7000 ltr. Capacity was billed between[protected] throughout, whereas the general market price should not be more than 700 rs. To top that lot of these bills did not seem to be genuine as (Photos attached)

1. Lot of these bills were from a hardware shop or from a security agency.
2. When i tried calling the phone number of the hardware shop, it was not in service.
3. The dates of tanker delivery on these bills did not match with the log maintained by building security.

I am tired of following up with nestaway customer care and area manager, both of them point to us to each other and i have not received any resolution yet.

Hope nestaway removes these inappropriate charges from my dashboard and investigates about the fake bills and the scam that is been going on within your organization.
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Oct 17, 2020
Complaint marked as Resolved 
Finally after a multiple follow ups Nestaway had to revert back these fake charges... I had to do multiple follow ups though. They were just blatant in closing the service request even though consumer complaint was out here. Anyways thanks if this was resolved due to your efforts.
NestAway Technologies customer support has been notified about the posted complaint.
Feb 04, 2020
Updated by Darshan Kokate
In my recent conversation with them, Nestaway is trying to justify the Hardware bill saying that water suppliers do not form any Pvt. Ltd. companies so do not have their letterhead and thus we got these bills and justifying the skyrocketing prizes saying summer season demand. But summer is long gone still they were charging 1200 Rs. per tanker and water quality were so bad that after every 2 buckets we would have to clean up tap filter which were filled with salt deposits, thus blocking water flow.

Until couple of weeks back where finally area manager showed up on property on Owners demand and confronted tenants, immediately prizes of tanker went down to 650-700 and suddenly water quality has also improved, don't see any salt deposits at all.

The most pathetic thing about Nestaway is for any clarification or query CC executive give vague reference to their backend team experts and do not provide any solid proofs. The backend team safely works behind the scene without any transparency or credibility. None of the comments or data from them ever made public.

There is no way tenants would bear such a high price because NA never consulted with us on tankers with such high prices.

Also looking at the type of justifications it doesn't look like that NA is committed to resolving this issue, rather it's trying to cover up the trail for somebody within org or its just their business model to charge their clients high and try to make money in hook and crook fashion.

Must say that it was the worst choice I made by choosing Nestaway, would never recommend anyone to associate with this false and intransparent organization.
Mar 02, 2020
Updated by Darshan Kokate
Anyone out there on this forum, who is tracking on this issue with Nestaway. They are making complete mockery of customers. They have this pattern of keeping tickets opens for months n months and then closing them without any resolution or with same lame resolution.

I had raised sc_02044534 in January to which they were posting that we are working on issue again and again for weeks. On Friday they shared following 2 screenshots (red colour excel sheets snapshots attached) for the whole issue n said we found that in these 2 instances charges were charged double so we are waiving of certain amount.

What is interesting to see here that even after being such a big institution they are tracking there data in an excel sheet they do not even have a proper auditing tool.

Second thing is that there is a huge discrepancy in data that NA has. See attached logs from property for tankers in Jun to Aug. From Jun 21 to Jul 2 only 10 tankers came whereas NA says its 13. Same thing from 1-8 Aug only 4 tanker came ur record shows 7.

I am sure there are many more discrepancies with their data and they are not willing to share any of it with transparency. Also the charges shown up per tanker are like 2-3 times higher than market prize they don't have any receipt for same. They are blindly charging us with their own invoices for water supplied by a third party. Also as you can see in the red color snapshots, that they are still holding the hardware bills as basis of their charges.

I had requested a visit of an authority to site who can has data and who can listen to all 15 tenants issues and make final decisions but that has not happened as well. All I get to talk to is a ill informed customer care executive who do not have complete picture of the issue and who just conveys further the half hazard data that there back end team provides them.

In summary Nestaway is oppressing all the customer rights and doing things as per their whims and dreams, not being transparent and approachable at all. Its been emotionally harassing for all the tenants.

Please do take a stern action on Nestaway for not following up even after a month+.

Mar 02, 2020
Updated by Darshan Kokate
Please do reply back if anyone on this forum is listening...
 
4 Comments

Comments

i also have the same issue in the same apartment
I Stay in the same building and i am fed up of Nestaway support and Area Manager Attitude. It was the biggest mistake of my like to opt for Nestaway. They are making money even out of water bills which is almost 3 times the actuals. The worst thing is that they provide fake water bills.
I am Karthik. I have also moved into the same apartment in dec22 2019. And i have been charged from dec 16 2019 jan 16 2020 they have charged 2300 ₹. Where the bill duration is wrong and the charges are also high. And i too have raised aticket and they replied stating that nestway gets water from outside vendors Nestaway wont supply watet. And i have called customer care and said and also replied to tickets stating that we know that Nestaway wont supply watr but y r u charging more than market price of tanker. And not only me whole tenents in the same apartment has the same. Customer care employee replied sir u r having a problem lets discuss urs and later we will see if others come back.

I totally agree. I have been billed starting from the month of May. I moved in on 14-July-2019. Forget about any other Nestaway property, I was not even in Bangalore at that time. This clears the intention of the company that it just wants to loot people by whichever means they want to. Certainly not an expected behavior from the company. Even the customer service doesn't want to look at the complaint and backend team finds the charges applicable. This needs to be dealt seriously by the senior management of the company.

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