I am attaching the content of my conversation with them, where they have denied to refund back, even though they are not providing the services and now even no replies to my mail.
On Thu, Mar 12 at 7:25 PM, devesh maheshwari <br /br /[email protected]> wrote:
Hello Sir/Madam,
I am Devesh Maheshwari, one of your customer who has enrolled with your services on certain promises by your executive named Aditi but they didn't turned out to be correct. On 17th feb, 09 your executive had registered me with your services and on the call itself I made it clear that what kind of services I was expecting and those were committed to me by your executive. Like I was looking for the service very next day and ur executive said that It is being considered as a special case and she will provide me the service as it is on urgent requirement and that was the reason I liked you guys and thought it would be great.
But the reality comes out the next day, since I had paid and I was promised that the executive will come to my place, I was expecting him and was sitting at home till 11:00 a.m and I was even late for
my office that day, I guess that was on 19th, (3rd from the date of handling over the cheque), but
to my wonder, even after promising no one turned up...
When I comeback to office and try calling the customer care, executive name Pallavi attends the call and says that it's her fault, and she was very very rude, not at all friendly... Customer service
executive should have some kind of humbleness and empathy, but it was totally missing from
"Pallavi", instead it was looking like she has some personal problem with "executive named Aditi", and even on asking she never gave a call to her and said action will be taken against her.
Leaving all that apart finally I goto know that only after my payment reach you guys, I am gonna get the service, I even thought of canceling the service but then my account was debited by that time (On 19th february). So I thought lets give a try, and then someone from customer care promised that I will have executive at my place on saturday before 11:00 a.m and as usual to be on the suffering end, I had to wait, I even tried calling customer care multiple no of times, but they were just saying that I will
have executive at my place and my whole day was spent in waiting and finally after shouting on executive I got executive at home around 5 p.m. Still accepted atleast he turned up... coming to
1st week of march, don't remember the exact date, but that day I had absolutely no power at home, I found out the reason which was that my electricity meter was burnt, and since It was promised to me that when it is urgent issue, the facility will be provided on priority basis, but the another rude executive named "sandeep" denied, we cant send... He says we need 24 hrs to process the request. Now here I dont understand that why should the end user sit in the dark without any power for the known reason just cos, I have paid u guys.
Then he just denied and said, he will come tommrow before 11, but I had to get the electrician to whome I had to pay seprately, so Pentacle services are of no use to me when I required. But the
next day also the electrician came to my house at 12:45 p.m., So as per Pentacle services, do the person who takes up your services, needs to leave his/her job and sit at home, then I would like to say, your services are too costlier that person can even loose the job in such tough times to get the meter
fixed.
Then I had raised another request on friday, 6th march for plumber and electrician and the executive named yogita, I am not sure did promise me that plumber will come on saturday and electrician on
sunday both days before 11 or 12. But guess what no one turned up till evening 5. Then I had totally lost it. I called up customer care and asked for senior executive, but no one passed my call to senior person in office, but it seems there was no one and then I had to ask for refund or I move to consumer forum cos, It was huge amount of pain to get the things working from you guys and still then it isn't working.
Worst part is the consumer cannot even reach the senior officials. I would have asked for the person concerned repeatedly and on saturday, I was promised that I will get teh call and refund will be promised. But I neither got any call nor any refund and on monday When I give a call back, I was told
> > that, our senior Mr. Shubdeep chatterjee has instructed us to ask you to write a mail and let us know the whole incidence, then only he can process the refund, Since I didn't had time to write the complete instance,
I am sending you this mail now.
Kindly process the refund ASAP and let me know, the expected time duration, if possible, provide the money back, within the time you specify.
My relationship no. with pentacle services is PR ****
Thanks and Regards,
Devesh Maheshwari
91 9999616066
& On Fri, 3/13/09, Pentacle Services wrote:
From: Pentacle Services
Subject: Re: Refund Needed: Poor/Delinquent Services!!
To: [email protected]
Date: Friday, March 13, 4:18 PM
Dear Sir,
We have gone through your complaint. We regret the inconvenience faced by you due to us and assure you that in future you will not face such kind of problem. As per the feedback we would like to inform you that as per your first complaint for an electrician the complaint was resolved the very next
day i.e. within 24 hours and as per your second complaint you had asked for the services immediately which was not possible for us during this recent time and that is why we have also mentioned a maximum time limit of 24 hours in our brochure as because we already have plenty of complaints in a day and we cannot pull out any technician attending complaints in some other customers residence.
But we are planning to launch our emergency services also very soon wherein we will provide emergency services also if required.
We would also like to inform you that as you have already availed one service from your membership card as per rule the fees is not refundable and this is already mentioned in our brochure. We assure you
that we will do the needful so that this kind of situation does not arise in future. Hope to serve you better in future.
Regards
Customer Care
%%%%%%%%%%%%%%%%__
Hi Again,
The first service was not at all delivered within 24 hrs, as my first request was not at all processed. that was my second request, and what would you like to tell about the request placed on last friday which was never fulfilled inspite of repeated reminder calls (for plumber and electrician).
Can you please also answer my following questions??
1. What do you have to say about the non-transfer of the customer calls to the supervisor when asked???
2. What do you have to say about the rude behavior of the executives over the calls.
3. What about the the promises your executives make over the call for processing the refunds???
4. I agree the policies you have mentioned over the brochure, but do you yourself adhere with them???
5. Who is responsible for the delay you guys make and according to your service or in order to get your service, person has to sit whole day at home as you guys commit 11:00 and come at 5 and in the mean time we have to make n no of calls (charges of that). All this I have experienced in your just 1 service, what you have mentioned in the mail above.
6. What about people cannot each the senior person over a call, and go through such long procedure.
7. What about the money we spend, for the other services taken in the meantime, where you don't provide us service???
Kindly answer, and If possible call.
Thanks and Regards
Devesh Maheshwari
91 9999616066
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