After the recent heavy rainfall, we experienced severe floor leakage, despite having received water-proofing services from Asian Paints. When we reached out to the Asian Paints team regarding this matter, they initially assured us that there is a warranty for their water-proofing work. However, we were deeply disappointed by their subsequent attitude and response.
Despite promptly raising our complaint, the Asian Paints team displayed a complete lack of concern and responsiveness. Instead of addressing the issue and honoring their commitement, they chose to adopt a defensive approach, insisting that the fault lies with the customer. This behavior was highly unprofessional and left us feeling unheard and disregarded.
To further aggravate the situation, the Asian Paints team blocked us on Twitter, further demonstrating their unwillingness to engage with us in a constructive manner. It is disheartening to experience such treatment from a reputed brand like Asian Paints, especially after placing our trust in their services.
Moreover, we have evidence of all communications exchanged with the Asian Paints team, which clearly shows their initial acknowledgment of the project's completion. However, they are now denying this fact, raising doubts about the integrity of their statements.
Attached to this email are all the relevant documents and correspondence, providing a comprehensive record of our efforts to resolve this matter with Asian Paints.
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2nd March: Asian Paints representative - Pashupati visited for a site inspection based on the enquiry raised on the Asian Paints website.
3rd March: A quotation was sent based on the site inspection. Earlier, the representative had mentioned the rate per sq.ft as Rs 50, but on the quote, we received it as Rs 70. The explanation provided was that the terrace surface needs repair via applying a layer of cement-based material, for which an additional Rs 20 has been added. The quote was approved, and we requested to initiate the work from the next day.
4th March: Day 1 - Work started on the terrace; laborers began fixing the surface. Ankit from Asian Paints visited the site in the afternoon and collected 50% advance payment. We requested to expedite the work, to which he gave his affirmation.
5th March: Due to Sunday, no work was done on the site as per the society's rules.
6th March: Day 2 - Laborers had removed the damaged surface, and in the evening, it was communicated to us that as the damaged surface is getting removed, it will include civil work, which means extra cost. Though the first guy who inspected the site already confirmed SURFACE PREPARATION as part of the waterproofing procedure, this statement was never ever communicated by them. We were stuck as 70% of my terrace surface was removed. We requested them to complete the surface preparation.
7th March: Day 3 - The terrace surface was removed 100%, and they stopped the work, saying now civil work has to fix the surface. We felt CHEATED as they literally took us for granted. We spoke to the representative who visited the site for the first time - he mentioned we will refund your 50%. This is how you handle your customer by leaving them midway? We're not experts in waterproofing, but we checked all the steps/procedure with you before confirming the quote, and it was never told that there could be changes as we progress with surface repairing. How can you be so careless with your communication? This is clearly a case of MISCOMMUNICATION and FRAUD. I will approve any work based on cost because I also have a budget. You cannot double the amount once the work has started. It clearly shows that you're cheating your customer. Although the civil work is not done by Asian Paints, now I, as a customer, am left with no option with my broken terrace surface.
10th March: The vendor gave me a quote for surface repair (please note this is an extra cost that wasn't communicated to us). We requested the vendor to discount it further, but he was rigid and mentioned he has already provided the best quote.
11th March: We spoke to Ankit Sapra from Asian Paints regarding the quote we received, where per sq ft quotes were Rs 70, and it included Rs 20 for terrace surface repair. I asked him to revise this quote as I need to get civil work done for surface repair, then why should I pay this amount to Asian paints? On this, he did not revert.
15th March: Revert received from the Asian Paints team on 15th March, and some of the highlights are as follows:
As confirmed by you, civil work has already started at your place, which is being taken care of by the Contractor. Separate from Damp proof work.
Once the Civil work gets completed, post your Go-ahead, damp Proof work will get started at your place by Associate Mr. Ankit.
As indicated by you, Damp Proof work will be completed within aligned timelines.
27th March: We emailed the Asian Paints team again regarding the unsatisfactory work done by his team. After completing the civil work, we informed Ankit to visit our site, and we also requested if damp proofing can be done by someone else. On this, Ankit reverted that the same guy will do the damp proofing as well, instead of our request, as we were not at all happy with the work. Also, please note all payments were made post the work in cash and online to both Rakesh and Ankit Sapra.
28th March: After my email, I received a call from Ankit Bindal, who was Ankit Sapra's senior, who was checking regarding the concern. We asked him to visit our place and see the work done. Ankit Bindal, Ankit Sapra, and Rakesh - all three visited the location, and Ankit Bindal agreed that the work was not done properly as cracks were visible very clearly. He said he will discuss internally and confirm. Post that, no confirmation from them, and I received a project completion email and an email from Ankit Sapra regarding feedback. My feedback can be checked in the system; I have written to have confirmation that we are clearly informed about the unfair work done by your team.
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