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Apollo Cradle — payment issues/ and pro

We paid Rs.5000 and confirmed our booking in the subsequent week i.e. on 24th June 2017 for the mentioned tariff of Rs.39800 for normal and 46500 for C-section plus Non medicals and baby bill which would approximate to 30K. Payment receipt and the form attached herewith

Before paying we meet PRO Manager Mary Ann for discussing the details of information. She explained us a few things, not in details tough considering that we knew all details and discussed only about the tariff and the package. During this discussion we both were not aware of our insurance policy names and details. She quoted us the above said tariff plan. Rest details on the form were just marked off by her and were not discussed with us at all, which also included the Newborn assurance test. The copy of the same form is attached herewith.
This date the free scans offer was not given to us, tough I tried to convince her to give us considering old customer loyalty.

I opted for doctor visits at Apollo Clinic Bellandur, which was convenient for me from my work place. In my 3rd trimester (in the month of December), I was diagnosed with low HB and was advised four rounds of IV drips each per week. Considering my previous experience with the nurses, I opted to take the IV drips at Apollo Cradle Kormangala.

I was visiting Cradle every Saterday during the month of December for my drips. Once we met Ann to discuss, when she told that the tariff has now been changed and made the changes in the form. Never did Ann made an attempt to talk to us after this. During my third such drip in the last week of December, Shreeja met us and mentioned about the free scan offer which was started again in the 1st week of December. She asked us to pay another 5K and avail the offer. We did not consider the same as almost all my scans were done. But Ann did not bother to even inform us regarding the same(1st incident she tried to ignore us). I tried to meet her the subsequent drip and asked her for her time. She said to give 5mins, as she was occupied with something important than us, but she never turned up. We waited for her around an hours span.(2nd incident she ignored us).

Later in the month of January, my Dr. asked me to get a scan done to rule off some complication. So we opted to take up the free scan offer and tried to contact Ann again in 1st week of January. (3rd incident she ignored us). Finally I contacted Shreeja and confirmed the offer. On 17th January 2018 we paid another 5K and availed 1free scan on the same date. Payment receipt attached herewith.

Eventually, the day I was to deliver arrived. On 24th January 2018 I got admitted. My husband Rajeev clearly mentioned that he do not want Ann to get involved and he did not want to see her face any more in our course of stay, as we felt a little insulted for the 3 incidents she ignored the valuable customer.

Gods grace all went well with my delivery. On the 3rd day 27th January 2018, when i was to get discharged I was told that my baby had Jaundice. They took the blood test early morning at 6.30 AM. We awaited the reports and doctors confirmation till 1PM. Neither the doctor nor the nurses turned up. We were left in ambiguity weather we would be discharged or not. Finally late in the afternoon, the discharge was confirmed. My husband Rajeev started to complete the billing formalities. When he was handed over the bill of around 1.2 lakhs including 10K baby bill, to his shock we were billed to the package of 69K. He tried to enquire about the package we booked and the package we were billed. But was not provided the any clearance. As we wanted to get discharged and take our little one home on time, we paid the amount and completed the formalities, without which you would not have let us go home. While leaving we were not provided with any sort of feedback form to mention our concerns.

During our subsequent visits my husband tried to meet Ann and enquire about the difference and why was the new born assurance test not included in the baby bill. Ann did speak to us but with no proper clearance on both the matters and said she would get back to us. But Ann did not get back to us(4th incident she ignored us). I contacted Manjula and explained her the issue. She took efforts to talk to Ann and asked to get back to us. Ann called up once and very rudely spoke that she has seen the bill and its correct.

We decided to visit and get the issue sorted for the difference in the package amount we booked and paid. We visited for the same on 23rd January 2018 when my husband very jovially greeted Ann and asked her to talk for a min. She, with a very bad attitude said 2mins and did not turn up. This is when we had totally lost it on her and took this up with Manjula who once again tried to take up the matter and got in Ann in the room we were seated. Ann again with a rude and bad attitude pointing out finger on us said that we do not know anything. The argument in the room got heated and Ann very badly insulted us.

We never had faced such an insult in the previous delivery. We did not expect such a manager and such a treatment to a customer who has always praised and referred to so may patients.

What we want is an apology from Mary Ann and the clearance on why were we billed on a higher package eve though we booked it much earlier. when we were not provided the free scan offer for a delayed payment of a weeks time, why was the change in the tariff considered even though the booking was done much earlier on a lower tariff.
Also when we were eligible to claim the baby bill, why were we billed separately for the new born assurance test for which we had to shell out another 3K.

I would ask you to arrange a call to talk as the matter spoken are well explained than written.

Tough this was the worst i faced in Apollo Cradle, We want to inform you regarding the good experience too.
I would like to thank and appreciate Nurses Joslina Mariam and Aswathi for a wonderful experience we had to the outstanding work they did during my stay and IV drops visit. Also I want to appreciate old housekeeping lady in the nigh shift for her dedication to her work. These people made us still consider Cradle as a good place to deliver our bundles of joy.

I guess you would not want to ruin the renowned name of Apollo Cradle due to one bad employee like Mary Ann.

Complaint Status

[Mar 07, 2018] Apollo Cradle customer support has been notified about the posted complaint.
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