| Address: LTHS TECHNOLOGIES PRIVATE LIMITED is No.372, 2nd Floor,100 Feet Road, S K Karim Khan Road,Indiranagar , Bangalore, Karnataka, India - 560038. |
| Website: www.healthi.in/about |
I am constrained to write this email after exhausting every reasonable avenue available to resolve this matter through your customer support channels.
This communication should be treated as a formal notice regarding repeated deficiencies in service, failure of communication, operational negligence, unreasonable delay in resolving customer grievances, and the considerable inconvenience and mental distress caused to my family.
I have always believed that genuine technical issues can occur in any organisation. What distinguishes a responsible organisation from an irresponsible one is not the absence of problems but the manner in which those problems are handled.
Unfortunately, my experience with Healthi has demonstrated a complete absence of accountability, transparency, ownership, and customer care.
This is now the third occasion on which I have encountered significant issues while dealing with your organisation.
The present matter relates to the Annual Health Check Up booked through your application for my wife.
The appointment was accepted by your platform, payment was collected, and the booking was confirmed.
Thereafter, the appointment was cancelled without any prior notice, without any explanation, and without any communication from Healthi.
Naturally, I attempted to understand the reason.
Despite numerous emails, repeated telephone calls, multiple chat requests, and continuous follow ups, no one from Healthi provided any meaningful explanation.
Since Healthi failed to communicate with its customer, I contacted Global Hospital directly.
To my surprise, I was informed by the hospital that they had already notified Healthi on 17 June 2026 that the package displayed on the Healthi platform was not active within the hospital's system and therefore the appointment could not be confirmed.
This information was already available to Healthi.
Despite having this information, your organisation chose not to inform the customer.
Instead, I was left waiting without any communication while your organisation continued to retain my money.
This raises several serious questions which require immediate answers.
Why was this package still displayed as available for booking if it was not valid?
Why was payment accepted for a package that could not be honoured?
Why was no communication sent after Healthi had already been informed by the hospital?
Why was I compelled to independently investigate the matter to discover information that Healthi already possessed?
Why has no one accepted responsibility for this failure despite repeated follow ups?
Equally concerning is the continued failure to update my wallet balance despite repeated assurances that the issue would be resolved within four hours.
Several days have now passed and the issue remains unresolved.
Similarly, the additional payment of Rupees Six Thousand continues to remain with your organisation without any clear communication regarding the refund.
The burden of obtaining information has been placed entirely upon the customer.
Perhaps the most disappointing aspect of this experience has been your customer support.
My wife and I work permanent night shifts.
Every attempt to contact your organisation requires us to sacrifice valuable sleeping hours after completing our professional responsibilities.
We have remained on telephone calls for one hour, two hours, and on certain occasions even longer, without receiving meaningful assistance.
Your chat support repeatedly indicates that the conversation is being transferred, yet no executive ever joins the discussion.
Multiple emails have remained unanswered.
A customer support system that remains inaccessible during a genuine customer grievance ceases to fulfil its very purpose.
We are not seeking complimentary services.
We are paying customers.
Insurance premiums have been paid.
Additional payments have been made.
Healthi has accepted consideration for services while consistently failing to provide the standard of professionalism and communication that any reasonable consumer is entitled to expect.
My wife is a liver transplant recipient.
Timely investigations, blood tests, and annual medical evaluations are medically significant.
Patients carefully coordinate these appointments so that reports are available before specialist consultations, thereby avoiding unnecessary hospital visits and delays in medical care.
Instead of concentrating on her health, we have been compelled to spend days pursuing answers that should have been voluntarily communicated by your organisation.
Another matter that deserves your immediate attention is the growing number of public complaints regarding your services.
I would strongly encourage your senior leadership to review customer feedback available on your own application and public review platforms.
The complaints recorded during the recent months reveal a recurring pattern involving cancelled appointments, delayed refunds, wallet discrepancies, technical failures, and an inability to contact customer support.
More concerning than the complaints themselves is the apparent absence of meaningful responses from your organisation.
Customers are investing their time to document their experiences, yet Healthi appears unwilling to engage with them in a manner expected from a company operating in the healthcare ecosystem.
When customers eventually succeed in contacting your representatives after spending hours attempting to connect, they are often asked repetitive questions such as which number they called from or when they attempted to contact support.
These questions do not resolve the grievance.
They merely prolong the customer's inconvenience while shifting the burden of your internal operational failures onto the very individuals who have already suffered because of them.
Healthcare is fundamentally built upon trust.
Customers entrust your organisation with their personal information, their money, and, most importantly, matters directly affecting their health.
Trust cannot coexist with silence, poor communication, inaccessible customer support, cancelled appointments without explanation, unresolved refunds, and the complete absence of accountability.
There are now only four days remaining to utilise this Annual Health Check Up benefit.
Should this benefit lapse because of Healthi's operational failures, the responsibility shall rest entirely with your organisation.
I therefore require the following without further delay.
A written explanation detailing why the appointment was cancelled.
A written explanation detailing why the package remained available for booking despite not being valid.
A written explanation detailing why no communication was issued after Global Hospital informed Healthi that the package was inactive.
Immediate correction of my wallet balance.
Immediate confirmation and processing of the refund of the excess payment of Rupees Six Thousand.
Confirmation of an alternative Annual Health Check Up without any additional financial burden upon us.
A written explanation regarding the repeated failure of your customer support channels.
A written explanation identifying the corrective measures Healthi proposes to implement to ensure that other customers do not experience similar failures.
In addition, I reserve my right to seek appropriate compensation for the unnecessary inconvenience, loss of valuable time, avoidable mental distress, repeated follow ups, financial uncertainty, and deficiency in service caused by your organisation.
I have already initiated proceedings by lodging a complaint before the appropriate Consumer Forum regarding this matter. Unless this issue is resolved promptly and satisfactorily, I shall continue to pursue all remedies available under the applicable consumer protection laws, including compensation for the losses and inconvenience suffered by my family.
This is not an attempt to escalate a minor inconvenience.
This is the consequence of repeated operational failures, unanswered communications, lack of transparency, and a persistent unwillingness to take ownership despite numerous opportunities to resolve the matter professionally.
I sincerely hope your senior management views this communication with the seriousness it deserves and chooses accountability over continued silence.
I expect a comprehensive written response within forty eight hours of receipt of this email.
Failure to respond shall be treated as further evidence of deficiency in service and will be placed before the appropriate authorities as part of the ongoing proceedings.
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