Snr Square — deficiency of service

1. The complaint is as follows:
a) During the initial payment in March 2015 I was told that the registration amount will be approx. around 1, 25, 000/-. Hence, I saved that money and contacted the seller in July 2017.
b) During this time, I was informed that the registration amount has changed due to the change in the government evaluation price. (Annexure C attached). The difference amount was about 90, 000/-.
c) There was no problem here as it was the case of change in the govt. evaluation price.
d) I had to postpone my registration in order to arrange for the additional amount.
e) When the additional amount was arranged by the month of September 2017, I had got the DDs ready and contacted a person called Somu (an associate of SNR Pvt Ltd) for the proceedings of the registration.
f) I had called Somu many times to clarify the details and all required documents to be carried.
g) However, upon arriving at the Attibele registrar office, Somu asks for the 20, 000 cash as a fee to proceed with the registration. Upon asking him, why he had not mentioned this to me earlier when I had contacted him, he had no reply. He and another associate of SNR Pvt Ltd named Satish informed me that until I pay the 20, 000 fees the registration will not happen.
h) This was the beginning of the problem. If they had mentioned to me in advance I would have arranged for the money and would have planned the registration at a later date.
i) However, since I was this close to registration I borrowed 20, 000 from a friend and payed the 20, 000 fees on the same day to complete the registration.
j) Once the registration was complete, I asked Satish (the associate of SNR Pvt Ltd) if anything else was pending and if everything was clear.
k) Satish mentioned to me that nothing was pending, all is clear and he asked me to come and collect my keys post the registration documents were submitted to the bank. The Property is mortgaged with Corporation bank.
l) There was a delay in submitting the papers. Upon calling Satish to enquire, he said that he was on leave and to contact Somu. Somu had stopped answering my phone by then.
m) I called Satish again after a day to confirm if the registration sale deed was submitted to the bank and that if can I can collect my keys, he said that the documents were submitted and I can collect my keys.
n) When I go to collect the key, I was informed by the site engineer (Srinivas) that I had to pay another additional amount of 30, 000/-
o) Upon enquiring I was told that this was the future maintenance charges for one year in advance.
p) Here is where the problem started. I called Satish to ask him about these charges and why he didn’t inform me about this in advance or at least on the day of registration when I had asked him if anything else was pending. To this his response simply was “everybody has paid so you have to pay also”.
q) By this time, I was furious as every time I approached closer to possession, I was demanded an additional fees.
r) Satish was very insensitive, disrespectful. He even called me a ‘fool’ for not understanding that the maintenance charges were normal.
s) I was curious and slightly doubtful and hence enquired about why the maintenance charges to be paid in advance when the amenities promised were not yet ready. To this his reply was Lift and power backup was ready and that I will get my keys only if I pay 30, 000/-.
t) My question here really was not about the maintenance charges. It was about why I was not informed well in advance. I would have planned better.
u) I would have delayed my registration until I had arranged the full and final amount. First it was the 20, 000/- and later it was 30, 000/-.
v) Now I am in a debt of 20, 000/- and I don’t have 30, 000/- immediately to arrange.
w) I am not able to take the possession and the keys are still with the SNR Pvt Ltd even after registration is done and all money from bank is released.
x) I decided to escalate this matter to the Managing director of SNR Square Pvt Ltd – Rajdeep Dey.
y) I have explained this to Rajdeep in detail and have also communicated to him clearly about how Satish has miscommunicated that has caused me problems and that upon confronting Satish he has spoken disrespectfully and insulted me. (Annexure A and Annexure B attached)
z) To all my communication with Rajdeep, he has been extremely rude, arrogant, very disrespectful and has even threatened me for writing him an email with a complaint (Annexure A and Annexure B attached)
aa) Rajdeep has failed to manage customer grievance.
bb) Upon having attempted to communicate and negotiate with Rajdeep, it was apparent that he was least interested in my problem and kept on insisting that I had to pay 30, 000 to get the possession.
cc) I expected Rajdeep to understand my case and help me but instead I was put through harassment. He did not understand my problem and was very stubborn.
dd) Rajdeep has not attempted to provide a solution to me. Instead he has put me into more problems for sending an email complaint.
ee) It was due to Rajdeep and his team’s miscommunication there has been a delay in possession.
ff) Rajdeep is responsible and accountable to keep his customers informed.
There are two parts to this case

Part 1: Satish’s miscommunication – due to this I am in debt and the possession of the apartment is delayed and I don’t even have proper information of what will happen in such a case. Can I take possession later or can I take possession now and pay the maintenance later? There is no communication to keep me informed.

Part 2: Rajdeep’ s mishandling customer complaint: When a customer escalates a complaint to the MD, what is the role of the MD?
Did Rajdeep understand my problem and try to manage my issue? – No
Was there a proper customer grievance process? – No
Did Rajdeep accept there was a problem? – No
Did Rajdeep acknowledge that there was a problem? - No
Instead of solving my problem, Rajdeep in turn has accused me of blaming him and has attempted to threaten me.

This has caused a lot of mental agony, mental and physical stress and financial damage.

2. The Builder has declined to negotiate both to email request and SMS request made at rajdeep.[protected]@snrsquare.com and at +91-[protected].

3. I am stuck without possession of the apartment and without any possible solution or negotiation.