Rao Holiday Membership — Lethargic attitude in reponse/ delayed/no response

Address: bangalore

I had taken membership with Rao Holidays paying Rs.28000 for a year. We were trying book a resort for day with one of their tie-ups. There was no response for our first mail for 3 days, i tried contacting the representatives who we first signed up our agreement with. They didnt respond. I called up customer care and they said those people who signed up the contract left the company. Meanwhile, they gave a quotation of how much we to pay extra. But the quotation was very unprofessional. They asked us to add the GST. I had asked for a proper quotation in a professional way in a letter head. I asked them for an alternative contact for response manager. After couple of follow ups, they gave a number. That representative first responded that they will respond. But no mails and no response to my WA messages and calls were cut or ignored. finally i got another contact person who assured that my mail will be responded to. My husband had sent a mail that he was not happy with the service and demanded for his money back. They responded that it is not possible as per contract. With no proper customer service or very lethargic attitude in response and no note of apology for the delay caused by them, my husband mailed that they were fraud company and wanted to see it legally for which they again responded they were not fraud and can respond to legal inquiries. This annoyed us even more so my husband our of anger, our hard earned money will be used for their funeral. Then we again called back this contact person whom we spoke in an amicable way saying, we will forget our past experience told us to check if the reservation request earlier made, was still available at the resort we wanted to book before making further payment to book. We informed them to come back on that on a mail so that we can do extra transaction based on the availability of the place. they took one whole day and finally came back with a mail. The mail stated, they demand an apology from my husband for using the language. Still our query is not resolved. What kind of attitude is this? we have all the rights as consumer to demand value for our money. We still apologised for the inappropriate language used but we are very very angry and upset about the situation they have caused for us to loose our cool and we have asked for a formal apology from them for all the trouble we had taken with their poor attitude in dealing. We need a proper resolution to this.