Eureka Forbes — complaint and immediate refund of rs 24, 310 with interest

Address:

HO @Kolkata with Service Centre at Vadodara

Dear sir/ma’am,

I have been using aquaguard for last 9 years or so. I was relocated to vadodara in 2012 and got the amc done by regional representative of aquaguard (Eureka forbes) mr. Hanif vohra and have been getting it renewed through him for now 8 years. I was relocated to my current premises in december 2019 and needed my machine also to be relocated which was entertained on 10.12.2019.

On 10.12.2019 (Tuesday), the machine was relocated and reinstalled by mr. Sarfaraz. The representative said that the water is a pumped water and needs extra purification and therefore putting up a cartridge filter is a must. I told that we have been living in the same society for over 1.5 years then, and mr vora never said that it was required at any point in time. However, sarfaraz repeatedly said that it is a must and we should go for it. He further mentioned that the cartridge needs to be changed every 2 months, repeat every 2 months. He also said that we just need to call him, he would just be a call away and service shall be done every 2 (Two) months including changing the cartridge. The photo of the machine and the installed cartridge filter is attached herewith for reference.

He said considering above charges shall be higher and he made two invoices/receipts with following details totalling rs 24, 310 (Rupees twenty four thousand three hundred and ten only) as per details given below:

A. Contract receipt no/ invoice no : 0139840 for rs 8350/- for amc from 10.12.2019 till 09.12.2021
B. Invoice no : 0057811 for rs 15, 960/- for amc from 10.12.2019 till 09.12.2021
Pls refer copies of the receipt attached herewith. This amount in toto was paid in cheque (Hdfc bank / dtd 10.12.2019).

I called up sarfaraz in the month of feb’20 (Towards end of the month thinking it’s time for the amc service) but my call wasn’t picked up. I kept trying in march’20 also but still the result was just the same; calls weren’t picked up. All this was before lockdown.

After lockdown, i sent him messages which were never replied. I called him on 04.06.2020 on both the numbers he had given and at last he responded over one call that he remembered my case and it would be done as per my convenience. On saturday dtd 06.06.2020, sarfarz finally comes at my home (E-203, venus pahel) at around 9:30 am and attends the machine. When i reminded him again what he had said and as per that he needs to replace the cartridge also, his face turned red and he snapped, he never said anything of this sort. Me and my wife kept repeating what he had promised and also reminded him that he had given his two cell nos on which he could be reached (Another number hand written on both the invoices, as attached herewith) and that the service would be attended immediately by him. He said that he is just not like any other guy and we can rely on him.

Finally, sarfaraz said that he didn’t have a cartridge at that point in time and he would come back the same evening of 06.06.2020 and get it done. I have called him multiple times since then but, as could be guessed and expected, he never attended my calls since then. I have put an online service request yesterday dtd 11.06.2020 finally. While putting up the online request i noticed that the amc online was available for far cheaper than what i have been charged for without any service.

I have following requests to be made:
A. There is a serious fraud committed by promising something, and not delivering and charging hefty hefty amounts like rs 24, 310 (Rupees twenty four thousand three hundred and ten only) from an honest and genuine customer and taxpayer.
B. There is no service provided for last 6 months now, partially because of lockdown period, but as per sequence of events stated as above, there was no service provided since feb end till 21.03.2020 (When janta curfew was announced) and since unlock 1.0 till date.in this view, i need complete refund of my amount with interest & without any service desirability within a week (Latest by 19.06.2020); failing which i may like to choose legal course of action against the company and the sales/service representative.

I would request if you can let me know the number/co-ordinates of head-customer relations so that i can speak on this matter directly. Request immediate redressal by the concerned.

Thanks.
Neeraj kumar
E-203, venus pahel,
Nr reliance mall,
O. P. Road,
Vadodara – 390020

Cell: +[protected]