It is through your esteemed columns I wish to report the pathetic customer service on offer & the dishonest, deceitful manner of luring clients by “Club Mahindra Holidays” of Mahindra Holidays & Resorts India Limited (MHIL).
a) It all started with an invitation to attend a presentation of “Club Mahindra holidays” at Noida. However at the presentation, I was told to buy the membership then & there as it would not be available later. – A clear case of unfair trade practice being followed by MHIL.
b) After having being forced into buying the membership (17/Jun/07), till date I have not received the membership letter.
c) The free gift option selected by me (Sony handy cam) was later changed by MHIL to airline tickets without any explanation. I refused to accept this change in free gift.
d) On various attempts to contact MHIL, I found out to my dismay that the telephones at Noida office were unattended. Calls to cell phone were not answered & the assured ‘call back’ also did not happen. I called up the corporate office at Chennai (18/Jul/07) regarding the above matter and I was told that they would revert back soon about the matter. But again I had to be disappointed as earlier since there was no response from Chennai office of MHIL.
e) When no action was in the offing against above matter, I got disillusioned with this kind of treatment from MHIL. Therefore I decided to cancel my membership and instructed MHIL (19/Jul/07) by E-mail regarding same & to make a full refund immediately. On this I was told by MHIL staff that a full refund is only possible if cancellation is made within 10 days of application of membership. This is a clear case of cheating & dishonesty by MHIL as they had enticed me into buying the membership without apprising me of the Rules & regulations, something which was obligatory on their part.
f) Subsequently, I wrote to Mr. Ramesh Ramanathan, Managing Director, MHIL (25/Jul/07) with all the grievances but there was no reply.
g) After sending the same complaint to firstname.lastname@example.org (30/Jul/07), I got a reply that my concerns were being looked into & someone would get in touch with me shortly. However after repeated correspondence through E-mail regarding the matter, no action, not even a phone call has been forthcoming from MHIL to resolve the issue.
h) Instead of refunding the full amount, I was shocked to receive letter dated 05/Nov/07 demanding that the remaining amount due against my membership be paid. This aforesaid letter dated 05.11.07 advised me to reply within 14 days from the date of the said letter or else face cancellation of membership. This letter was dispatched from Chennai on 10th Nov 07, five days after it was allegedly typed.
Now on what basis MHIL is going ahead in this relationship & demanding balance due when they have not yet come clear & resolved past issues. Even after serving them a notice from a lawyer (19/Nov/07), no action has been taken.
It is disgusting to know that “Mahindra Holidays & Resorts India Limited”, part of the reputed Mahindra group can be so insensitive to its members & hopes to build its business over unsatisfied customers.