[Resolved] Sterling Holidays Resorts — poor service, system, non hospitable attitude causing bitterness and

Pijush Kanti Karmakar

from Mumbai, Maharashtra

Address:

400703

1. Mis - selling:-while taking membership sales person promised gifts which were not provided. Lot of rosy pictures were presented on the benefits but nothing came forward. On the contrary, to get the membership kit it took 45days which is not even required by any govt. Establishments who are poorly rated for inefficient services.
2. Improper system and communication: i requested through email and on phone not to produce cheque in july'18 as i had financial problem but the same was produced and my bank debited bouncing charge and shr denied on the email received and phone call and when the i forwarded the mail then they accepted the mistake and mr. Jayesh saxena wanted to meet me to find out a solution but i was not in station, but later on he never contacted neither bothered about my losses and the promised gifts.
3. Non customer friendly attitude:
:suddenly ms. Supriya halmukhe called up and convinced me to pay rs, 6000 and continue membership and confirmed in writing (E mail of 27.09.18 from her) that no cheque on emi will be produced till feb19. She never called me back though i contacted her several times and she always used to tell me that she is travelling and will contact. This is clear case of non customer friendly attitude and only purpose shown is to take money from customer.
4. Cheque produced again:-
In december'18, i got sms from back on the cheque bounce and i told ms. Supriya and as usual she told that she is travelling and will call back after confirming that their office must have made a mistake but she never called back.
5. Request for cancellation of membership (No.1239488):-
Frustrated on the behaviour of the people and poor system in a company dealing with hospitality, i lost confidence and i called up your toll free number at chennai (The person who took up the call first talked me very very non friendly manner as i showed my total displeasure on the way the company is dealing with me) and finally talked to mr manas kumar, who advised me to write an email on the total incidences.
So, i wrote on 13th and 14th dec to feedback as well as reservations on the issues faced by me.

6. Call of mr. Manavalan;-
Mr. Manavalan called me on 13.12.14 and after hearing all the details his first reaction was that
Whether i have got in writing anything from the sales person on the gifts promised otherwise he cannot do nothing.
Though i told him that we always trust a person visiting and take as a face value and we do not consider that your company will raise such an issue which means you people are keeping dishonest people and selling the membership by making false promises and which are not abided by your company (Your sales person should have told that all the discussions during the process m=signing the document the recording or documentations should have been done), and this thing was totally surprising to me.
But though the talk between us lasted for more than an hour but he wrote an email on 14th that there will be no refund of money which was responded on my email of 14th dec.
On this i wrote again and mr. Saxena told me to provide the losses i faced and i told him that i wintry total money back and not only the bouncing charges.

Continued —

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Jan 29, 2019

Complaint marked as Resolved

Sterling Holidays Resorts customer support has been notified about the posted complaint.

Dec 27, 2018

Updated by Pijush Kanti Karmakar [protected]continued from earlier page
Sorry, there is a small correction in the last sentence.
------ I told him that I want total money back and not only the bouncing charges as I do not want to continue my membership with Sterling as they have dealt with me very poorly, behaved indecently, because of their poor communication system I made to suffer.
7. But on 22.12.18 Ms. Supriya Holmukhe wrote an email repeating the same thing what Mr. Manavalan had written earlier on 14.12.18.
On this I responded the same day and giving my reasons in detail of cancelling the membership on the same day.

8.on this email there were 2 actions taken by your Company
i)On 24.12.18, M.Kalaivani( Team- Customer Engagement) wrote an email mentioning that the points I have raised are being looked into detail and wi;; revert on or before 2 to 3 days.
ii)On 26.12.18, Mr. Malavan wrote the same content( that there will be no refund if I cancel my membership) after having a elaborate concall for over 90 minutes with Jayesh Saxena, Supriya Holmukhe and me.
In the same Suprya tried to defend herself to justify her act in the beginning and ultimately apologised on her poor response after I put forward her actions and poor responses with me and act with me.Also Jayesh apologised on their office's behalf and and thus Manavlaan followed in same line
Then there was one to one talk with Manavalan and he insisted that there will be no refund if I cancel the membership membership. The talk went on for more than 45 minutes and I became emotional and I told him that you are threatening me on this and if that is the case I give the money to Sterling as a free gift and you may keep the same as a memento from my side.
I told him that the basic fact the you are talking to me wasting your time and energy( for which you are paid for) and you wasted my time, energy ( mind it I am a 64 year old person and had undergone 3 angioplasties and this time of tension and long unbearable talks should be avoided but still your people did harass me for the benefit of your Company and did not bother for my benefit at all thus it is an insult to my injury ) is that there are issues of your service, communication, system and improper behaviour of your team.
Then where is in the rule book written that your Company will behave with a member in such a way after he has paid. I told him please keep a hand in your heart and say whether you are doing a right thing to me and advised him to go to the temple after the office and confront God and ask whether you are doing a right thing.
I also told him that being an employee and in cancellation department you are only bothered to look after the benefit of your Company and not the customer and you are not the proper person to resolve my issue as you do not have any authority to look after the customer's satisfaction at all which he accepted.
I also told him that your purpose of concall was to correct your people and system so that such things does not happen in future which means you have taken my case to improve your internal things at the cost of my money, time and energy as you cannot be an well wisher to a customer.
Ultimately, he accepted and assured me that he will arran a call back from the customer support department.
9. I would like to repeat why he harassed me in such a way repeatedly if he does not have authority.
Why he does not know that Team - Customer Engagement has got in touch with me to resolve my case which shows again that you do not have proper communication system.
10. I had also suggested him that if a customer is telling that your sales person has promised certain thing at the time of making him member why you could not arrange a small gift to satisfy him and why proactively you have not bothered to refund his money to keep customer's goodwill after all you are working in a hospitality section and behaving most inhospitable manner and I strongly feel that the more such people are in your Company the more losses of business will be there instead of growth.
For person like me the money which I have paid does not matter but what matters is human relationship, decent behaviour and love from people but this is not the way what I have faced from various people and on the top of it from Mr. Manavalan and I feel he is nothing but a black sheep which I am forced to mention out o[censored]tter disgust as he has given enough trouble to me by wasting my time, energy and by threatening me of not refunding any money to me on which I was furious and I had treated violently.
I wish all the best to your Company and Wish a very very Happy New Year 2019 to all in the Sterling Group.
I apologise as I have talked rudely under pressure which I was forced to or coaxed by your people.
Thank you and your team
PIJUSH K KARMAKAR
MEMBERSHIP NUMBER; 1239488
CELL : [protected]
ADDRESS:-
301, MONARCH
PLOT NO.171
SECTOR-12
VASHI
Navi Mumbai
400703

Verified Support

Dec 28, 2018

Sterling Holidays Resorts Customer Care's response Dear Pijush,

We hope an executive has connected with you regarding your feedback and provided the necessary information regrading our refund policy.

Sincerely,
Member Relations - Sterling.