Bharat Petroleum [BPCL] — Complaint/grievance: pathetic services at bharat gas (Mahavir gas agency)

Address:	Mumbai City, Maharashtra, 400101
Website:	www.ebharatgas.com

Dear sir/madam,

Re. – complaint mahavir gas agency (Bharat gas)
Request id[protected]
Previous request id[protected]

I have applied for new lpg gas connection and i am putting following things date wise:

On 26.11.2016 - first time i visited mahavir gas agency for new lpg gas connection. It was 4:30 pm, they informed within 2 days i can get new connection but i need to come before 4 pm.
28.11.2016 - i came back on next working day i. E. Monday, i took all necessary forms and within an hour i submitted all the duly filled forms along with other required documents i. E. Id proof & residence proof.
They informed me that they would not accept any cheque or online payment but only case that to only in new currency. Anyhow in this cash crunch i managed the same since i have no alternate. They did not accept any amount they informed me once your connection will clear then only they will accept payment.
They informed me that within 2 days i will get new connection. But now it’s the beginning when i informed them that i already have gas stove (Hot plate), they started being rude and ignorant.
30.11.2016 - when i visit again after two days for inquiry why it has not been installed yet. They informed me that server is down. I have to wait. I was somehow managing through induction stove, they informed me that once i will received a message from bharat gas then only i have to come.
03.12.2016 – i again visited that i have not received message till now, what should i do, this time the owner of mahavir gas agency informed me that server is down they cannot help it and i need to come on monday.
05.12.2016 – finally i received a message from bharat gas, i again visited on the same day. Then they informed me that on second message i have to come, i have no option but to wait, it’s been already 10 days and i am a family person having a one year old child. So i took help from my colleague who was not in town for a month, i took his gas cylinder etc. To manage the same. Becuase till this time i realised my mistake that they are not going to provide lpg gas connection any soon without gas stove.
10.12.2016 - now after 5 more days when i didn’t received the second message i visit again and to my surprise my application was auto cancelled. They informed me this is due to system problem now they are again applying and within 2 days i can come again.
12.12.2016 – as per their instruction i again visited on monday they informed me that due to festival my application has not been yet processed please wait for 2 more days. When you will received message then come back again.
14.12.2016 - i received the second message, i immediately rushed to them then they informed me that first inspection of hot plate is to be done by their investigator and only on his report i can get the new connection. They took rs. 200 for inspection (Please note refused to accept old currency note and no other mode of payment).
15.12.2016 – their investigator came and inspect the gas stove (Hot plate) etc. And left.
16.12.2016 - i again visit the agency office, they informed me that my report is negative my gas stove is fine but i have to surrender my previous connection.
I informed them that it’s been more than 20 days, and i have to manage somehow so i took help from my colleague who was not in town for that period, moreover since, i have already declared that i have no connection on my name then why this harassment. And your investigator was to inspect hot plate/gas stove only not to search my kitchen. And since i have taken that cylinder from my colleague then how can i surrender it. They informed me to provide me his name, agency name, consumer name etc. This is like taking undue advantage. Rules are for our safety and not for harassment.
I want to mention all this time they were being so rude and ignorant that one cannot stand by them but due to my urgent needs i was somehow keeping my cool since it was my need. But now i have lost my patience and writing this email to you.
Please understand a family working person who is having a child of one year of age. They are harassing just to sell their stoves. Because if i take gas connection with stove then no inquiry/inspection and my connection shall be installed within a day. But since i was not taking gas stove they were simply harassing me. I have to visit almost 10 times, you can imagine the level of harassment. I have to take leave from my job again and again. My family and job both are suffering.
They were like taking check of my patience, they refused to inform me name of owner his no etc., they said they do not have authority, i have recorded everything on my phone, i will upload it on youtube if my problem is not resolved.

• when they are making me to visit more than 10 times for a connection.
• when staff is not ready to give details not talking on phone.
• when no option of payment other than new currency that too before 15.12.2016.
• when i have to take this much leave from my office.
• when people were sent back because a owner is on leave.
• when all documentation and payment not cleared/received in one stage but to harassing the common people.
• when there was no senior/owner in the agency for query resolution and no one having any idea where they have gone.
• when they are not ready to give complaint no./ owner name/staff name/ senior complaint authority no. Etc.
• when agency harassing common people just to sell their hot plate. They are taking undue advantage and forcing us to buy gas stoves.
• when they have no interest in customer service.
• when we requesting the staff for assisting with respect to all rules and regulations of but they are shouting and telling their stupid rules. They are laughing on me when we are saying that we shall make a compliant for this as they are very much confident that their seniors are also not interested in customer service.
• when they are confident enough that nothing can be done irrespective of the pathetic services, rude language and callous attitude.


I am aware with the complaint redressal hierarchy and how we can make people listen. So, personally don't want to go to that level and agitate this matter further, only thing is that they should understand the compliance with conscience.

Looking forward for your kind co-operation.

Regards,

Rahul verma