Club Mahindra Holidays — Poor Customer Service

Address:

Mumbai City, Maharashtra

Member ID :1572723 Contract No. : 169591 Name : Prasad Gopal Kotian Joint Holder : Rakesh Shivkumar Rajusth Below is the trail mail sent to Club Mahindra for past month till date...unfortunately they fail reply to their customers...we hope you will have in resolving our issue or atleast coming to amicable consensus Thanks & Regards Prasad Kotian & Rakesh Rajusth On Wednesday, 25 March 2015 1:11 PM, Prasad Kotian <[protected]@yahoo.co.in> wrote: Dear DISGUSTED CUSTOMER SERVICE!!! Owing to the very poor customer service that I have received so far from a so called BIG Company like Club Mahindra, I wish to air my complaint for the last time…………. Does anyone at Club Mahindra knows to write back to the Customers………………….below are the trail mails……………..are you’ll scared to declare that you only know to cheat the customers………………… We have been chasing for over a month to get our booking confirmation after all this we get a call that we need to pay certain amount…….which as per our bank records we have already paid………despite spoon feeding you with the details of transactions…….none from the account department can check and sort the matter……….CHECK YOUR RECORDS AND HAVE A DECENCY TO REPLY TO YOUR CUSTOMERS…………OR IS YOUR TEAM NOT TRAINED TO DO SO………….we are more than happy to train them……….all we have done is just writing these mails to you……………. This is just not enough frustrated with non response from your team we even visited your customer service desk at the Vashi hoping at least they might be able to sort this issue………….. All we experienced was untrained……snobbish……..rude………customer service ………….We tried discussing our issue with Mr. Rahul Sawadekar Mrd Executive who bluntly said that he does not have the authority to check the accounts and cannot help us with this…………only Chennai Office can check…………….have you only set up the Vashi Customer Service office to cheat people and fraudulently make them your members…….he did not even have powers to provide his contact number or company email address…..attached the screenshot of the scribbled card...……………..while purchasing the membership you should have mentioned that we need to go to Chennai for all issues…………..Like other things that are hidden while selling your membership we do understand that this is one of the point that is not mentioned to your poor customers…………..rather than just achieving the target of fooling more people to be your member try and provide better customer service……that is one of the reason that even your red and purple grid members are really dissatisfied and have raised their concerns ……your website is full with their unanswered concerns To add to your disgusted service your Customer Service Manager Mr. Gaurav from Vashi Branch……most rude and arrogant person…………….is also not authorize to provide any solution to our problem or even checking the account…………now we understand that you have only authorize them to only cheat and fool the customers…………. We can also provide you another instance of cheating……your website shows that no rooms are available …………….but you are selling your rooms online……..ideally members should be first given rooms………….but you’ll first sell the rooms to non members and incase if there is any cancellation or any rooms are left then you give it to your members………………stop cheating your customers…………… If now also you have any shame then have the courtesy to reply me………….. If you cannot resolve my complaint then we need our full money to be refunded…………… TRULY DISGUSTED CUSTOMER PRASAD KOTIAN RAKESH RAJUSTH Check your records………..we have made the payments……….payment details as below NEFT Transaction with reference number P[protected] of Rs. 19909.00 has been credited to beneficiary account on 26/04/2013 : 15:29:59 - Canara Bank. Name; RAKESH S. RAJUSTH Account No:[protected] Cheque No:084314 Amount: 19, 909 as provided by you. Bank name: CANARA BANK Branch: Chembur, Amarmahal. On Thursday, 12 March 2015 1:44 PM, Sunita Rajusth <[protected]@permashippingline.com> wrote: Dear All Concerned Can’t your accounts team check / verify reflection of the mentioned amount (Rs. 19909.00) in your account, basis below transaction details provided by us. Are they inefficient to verify same? Or are they used to spoon feeding from the customers???? Can we look forward to get a decent customer service feedback from you….. Hoping to receive some response…..not a BIG SILENCE NEFT Transaction with reference number P[protected] of Rs. 19909.00 has been credited to beneficiary account on 26/04/2013 : 15:29:59 - Canara Bank. Name; RAKESH S. RAJUSTH Account No:[protected] Cheque No:084314 Amount: 19, 909 as provided by you. Bank name: CANARA BANK Branch: Chembur, Amarmahal. SUNITA RAJUSTH On Behalf of Mr. Prasad Kotian & Mr. Rakesh Rajusth From: Sunita Rajusth Sent: Monday, March 09, 2015 9:57 AM To: [protected]@Clubmahindra.com Cc: 'Prasad Kotian'; rakesh rajusth; [protected]@yahoo.com Subject: RE: 'MHRIL=[protected]' Your Club Mahindra Membership Dear All We have settled annual subscription fees of 2011 – 2012, pls check below communication with your office pertaining to same… Appreciate your acknowledgment and clarification on the charges. Further we are still looking forward to receive confirmation on our booking request to Munnar. SUNITA RAJUSTH On Behalf of Mr. Prasad Kotian & Mr. Rakesh Rajusth From: Prasad Kotian [mailto:[protected]@yahoo.co.in] Sent: Saturday, March 07, 2015 6:05 PM To: Prasad Kotian; [protected]@Clubmahindra.com Cc: Sunita Rajusth; [protected]@yahoo.com; rakesh rajusth Subject: Re: 'MHRIL=[protected]' Your Club Mahindra Membership Dear All Ref to our todays telecon, pls find below correspondence pertaining to additional payments made towards annual subscriton fee until 2012 Quote: From: Prasad Kotian <[protected]@yahoo.co.in> Subject: RE:'MHRIL=[protected]' Reg E mail.. To: [protected]@clubmahindra.com Cc: "[protected]@clubmahindra.com" <[protected]@clubmahindra.com> Date: Friday, 26 April, 2013, 4:38 PM Dear Sir As per our tele conversation with Nikita, please see below payment details made: NEFT Transaction with reference number P[protected] of Rs. 19909.00 has been credited to beneficiary account on 26/04/2013 : 15:29:59 - Canara Bank. I would now need a confirmed booking : Reference No’s: 1435481 /[protected] Further as Confirmed with Nikita, I also need a confirmation that as the swimming pool and other facilities are under construction at the Emerald Palm, we will be eligible to use these facilities at the Varca Beach Resort. Kindly send all the above confirmation at the earliest. Regards, Mr. Prasad Kotian --- On Fri, 26/4/13, Prasad Kotian <[protected]@yahoo.co.in> wrote: From: Prasad Kotian <[protected]@yahoo.co.in> Subject: RE:'MHRIL=[protected]' Reg E mail.. To: "[protected]@clubmahindra.com" <[protected]@clubmahindra.com> Cc: [protected]@clubmahindra.com Date: Friday, 26 April, 2013, 9:54 AM I have done the RTGS from my account as per the details provided by Nikita. My Account details through which i have done the RTGS is mentioned below: Name; RAKESH S. RAJUSTH Account No:[protected] Cheque No:084314 Amount: 19, 909 as provided by you. Bank name: CANARA BANK Branch: Chembur, Amarmahal. Hope this is enough for you guys and therefore check with your accounts department and send me the confirmation for the booking. Revert back to me will wait for the written confirmation. --- On Fri, 26/4/13, [protected]@clubmahindra.com <[protected]@clubmahindra.com> wrote: From: [protected]@clubmahindra.com <[protected]@clubmahindra.com> Subject: RE:'MHRIL=[protected]' Reg E mail.. To: "Prasad G Kotian" <[protected]@yahoo.co.in> Date: Friday, 26 April, 2013, 7:02 AM Dear Mr. Kotian Greetings from Club Mahindra! With regard to your telecon with our executive, kindly find the attached copy of Annual subscription fee invoice for the year 2011 and 2012. As part of our drive to enhance the reservation process and quality of service, you can now confirm your holidays directly from your member’s section at www.clubmahindra.com. Currently, Member/Co-applicant bookings can be done in the beta version after checking the real time availability. We also welcome your feedback on the feedback section. Thank you for giving us the opportunity to be of service to you. Please do mail us for further assistance. Warm regards, Sathish KS Member relations | Club Mahindra Holidays Mahindra Holidays & Resorts India Ltd. Feedback: [protected]@clubmahindra.com Reservations: [protected]@clubmahindra.com Call: 39880000* | Business timings: 8.00 AM to 10.00 PM, Monday through Saturday and 9.30 AM to 5.30 PM on Sunday and Public Holidays.*Dial like a local call from: Ahmedabad | Bangalore | Chandigarh | Chennai | Cochin | Delhi | Hyderabad | Nagpur | Kolkata | Lucknow | Jaipur | Mumbai | Pune. Other Cities: Add the STD code of the city that is closest to yours from the list given above. For example [022] 39880000 from Nagpur. Your online experience just got simpler. Visit your member section at www.clubmahindra.com and check real time Resort Availability, place a Holiday Request and pay your Annual Subscription Fee instantly in a safe and secure manner. ues and even cancel your bookings on www.clubmahindra.com. Unquote: On Saturday, 28 February 2015 12:37 PM, Prasad Kotian <[protected]@yahoo.co.in> wrote: Dear All We have been sending several emails, but have not been receiving your replies on same. Can you EXPLAIN WHY???????? I have given complete details of Joint holder of this membership from beginning, with the very purpose as I don’t access my emails on regular basis on account of business travel. Mr. Rakesh Rajusth (Joint Holder) has been sending several emails to you, but unfortunately your organization on his complaints only teleconverse with him(Mr. Gaurav – Customer Service Manager / Vashi Branch, Mumbai) but fails to reply to his messages???? And sends me a separate email on the very same issue…..why don’t you respond to his email and maintain continuity of same. Anything STOPS YOU????? ARE YOU TRYING TO PLAY GAMES???? (Refer enclosed emails for your re-viewing) ARE YOU TRYING TO BUY TIME??? Appreciate please maintain continuity of correspondence and your response should be to our emails to avoid miscommunication We have noticed your below email just today and deadline of our response is already over……least you could have done is aleast keep a CC of this message to Mr. Rakesh Rajusth to have a prompt reply from us….. Hope we don’t have to teach you corresponding manners Coming to the Point: Despite currently space is available at Munnar, then why are we refused 100 %booking confirmation?? We also have enough points available (18.20) to match your requirement. Have also received a message from your very good organization that if we accumulate 21 points then all will get lapsed due to non-usage. So when your member intends to use them…why are you stopping us??? We have been standing with a begging bowl despite paying money for Membership….this is an image of CLUB MAHINDRA Further, deduction of points to travel in RED season is also more, for which we are not raising any issue…so your organization looking at their interest is not at loss…. But we customers definitely are… Unfortunate scene here is that genuine customers have to chase and beg for bookings which is openly being black marketed in your very own RED season to non-members. We have mentioned this several times that we have been cheated while selling this membership and were not informed that our bookings will be refused for any other season Our bookings for travelling / commuting tickets cannot wait till the last minute…..Can you plan your holidays in this fashion???? CLUB MAHINDRA boasts to provide best holidays for their customers……..what a SORRY state…. With all this communication we get a clear picture that you don’t intend that we should use this membership as per our convenience but dance to your tunes…. If you cannot resolve our issues its better that we discontinue with this membership, as we have not been able to enjoy any decent holidays till date as per our requirement. PLEASE REFUND ALL OUR MONEY….IMMEDIATELY WITH NO DEDUCTIONS. CRY FROM A CHEATED MEMBER. Quote: ENCLOSED EMAILS On Wednesday, 11 February 2015 4:07 PM, "[protected]@clubmahindra.com" <[protected]@clubmahindra.com> wrote: Dear Rakesh, Greetings from Club Mahindra! Thank you for writing to us. Further to our telephonic conversation, we are sorry, your holiday could not be confirmed because • The dates you have requested are in the Red season which is a higher season than White, which you have purchased. Do check for availability 15 days prior to your holiday. If it’s available, consider it done! Do consider holiday options which you can book right away. *Subject to availability at the time of booking Further, we have simplified the reservation process for you. Just log on to the member section of our website www.clubmahindra.com using your member ID and your email id, and let the site guide you through over 40 resort options. We have also updated our season classification chart in your member section to help you choose dates within the White and Blue seasons. You can contact us – 1) Log on to our member section at www.clubmahindra.com 2) Call[protected]Monday to Saturday: 9.30 am - 6.30 pm | We are closed on Sundays & National Holidays. If you are calling us from outside India, please dial +[protected] 3) Email us at [protected]@clubmahindra.com We hope to confirm your booking soon and are look forward to welcoming you at our resort soon. While we understand your concern however as a MHRIL being a time share product we do have rooms which would be rented on payment basis to ensure we do not have low occupancy. Please be rest assured that the rooms which are allotted for our Members (i.e) Studio, 1 Bedroom and 2 Bedroom will be allotted only to the Members and not the non Members. Being a Member since 2009, you would be aware that our reservation starts 4 months in advance and it is always first come first serve. This is how a time share product works. Hence we would request you to get back to us well in advance if the reservation is for peek season dates since we would have a high demand for these dates. We have attached the Season Classification Chart for your reference which would be helpful for you to plan your holidays in advance. We eagerly look forward to welcoming you into our resorts & help us in ensuring you and your family experiences the Club Mahindra promise - The happiest family holidays. Thank you for giving us the opportunity to be of service to you. Warm Regards, Pehad Mohideen Member Relations. For Reservations, please click here. Login to www.clubmahindra.com and make reservations, view your Holiday balance, check resort details, pay dues and even waitlist your bookings. For Reservations, please click here. Are you new here? Sign up to create your password. User Id is your member ID. For feedback, enquiries and service requests please call[protected]* or email [protected]@Clubmahindra.com. If you are calling us from outside India, please dial +[protected] *Business timings: 9:30 AM to 06:30 PM, Monday - Saturday. Closed on Sundays and Public Holidays [protected]@clubmahindra.com To me Feb 10 Dear Prasad, Greetings from Club Mahindra! Thank you for writing to us. Further to your mail, we tried to contact you today [protected] which is the number registered with us, however we were unable to reach you. Kindly request you to provide us a convenient time to contact you. Please do write back to us for further assistance. Thank you for giving us the opportunity to be of service to you. Warm Regards, Pehad Mohideen Member Relations. For Reservations, please click here. Login to www.clubmahindra.com and make reservations, view your Holiday balance, check resort details, pay dues and even waitlist your bookings. For Reservations, please click here. Are you new here? Sign up to create your password. User Id is your member ID. For feedback, enquiries and service requests please call[protected]* or email [protected]@Clubmahindra.com. If you are calling us from outside India, please dial +[protected] *Business timings: 9:30 AM to 06:30 PM, Monday - Saturday. Closed on Sundays and Public Holidays me To [protected]@clubmahindra.com CC [protected]@yahoo.co.in [protected]@permashippingline.com Feb 10 Dear Mr. Pehad Mohideen I have again copied the email which was sent to you on 8/02/2015 please find below which clearly show the numbers [protected] i am again sending you this reply and request you to call me on this cell no [protected] as i am the joint holder of this Membership. request you to avoid time pass. Hope the above is clear. reg RAKESH S. RAJUSTH CELL NO: [protected] / [protected] Date : 08th Feb, 2015 Member ID :1572723 Contract No. : 169591 Name : Prasad Gopal Kotian Joint Holder : Rakesh Shivkumar Rajusth Re: Complaint Reference No. 7588247 This is with reference to my membership with Club Mahindra Holidays. I would like to bring into your notice that, I have been persistently trying to seek confirmation for Hotel Accommodation from last 2 years and have accumulated about 18.2 points till date, but every time I was denied confirmation saying I am a holder of White Card Membership, hence confirmation of my stay during Holiday season will be provided only 15 days prior to my intended travel dates. Since I have a child, regular school holidays are the only time in which we can plan our holidays and further to seek benefit of my membership with Club Mahindra; accommodation confirmation is must for us to book our travel / commuting tickets accordingly. However due to regular negation from your club, my sole purpose to seek this member ship is destroyed. During selling this policy your appointed agents just give rosy picture and do not clarify actual points and loop holes. We genuine members are denied to avail benefits, but same confirmation are being openly sold in the regular market by your agents who block these dates and black market it to the non-members in the red season. I feel cheated This year again, I have been intending to travel to Kerala and my stay would be around 7th or 8th May 2015 until 11th May, 2015 or 12 th May, 2015 for which I called your customer service desk yesterday (i.e. 07.02.15) to seek confirmation much in advance. I was informed that accommodations are still available, however my booking can be accepted only 15 days in prior; sadly once again the history was repeated. We genuine members are denied bookings and same are being black marketed openly to non members for which your service desk also could not refuse my allegations. They also affirmed that they are trying to resolve these regular complaints & issues. If that is the case then why is your club not finding remedial solutions for we White Card Members as well…… although additional points are being deducted to travel in a red season…. Presently as your genuine member and with the eligibility of enough points; my humble request is that I want immediate solution for my booking and would appreciate if same is confirmed or else I will be given to understand that your club is just trying to dupe its members and be rest assured that I will take legal action against same. I will also highlight these issues through right medium of channels to ensure others are not falling game to your tricks. A CRY from a Cheated Member. Unquote: Yours Sincerely RAKESH S. RAJUSTH CELL NO: [protected] / [protected] ================================================================================...⇄ On Friday, 27 February 2015 1:41 PM, Prasad Kotian <[protected]@yahoo.co.in> wrote: On Saturday, 21 February 2015 1:52 PM, "