Complaint Details

Status	:	Closed
Complaint No	:	0126944/2020
Category	:	Travel
Date	:	17-11-2020
Subject Line	:	Mahindra club membership no. 2895824 cancellation and refund
Complainant	:	ANJALI SHIVKUMAR SHARMA
Address	:	A-3, SUN CITY PARK CO-OP. HSG. SOCIETY, OPPOSITE MADHAV BAGH, G.I.D.C.
Complainee	:	CLUB MAHINDRA HOLIDAYS AND RESORTS
Address	:	Vadodara and Chennai office

Complaint Details
Dear Sir/Madam,

Myself, Dr. Anjali Shivkumar Sharma D/o Shri Shiv Kumar Sharma, a resident of A-3, Sun City Park Co-operative Housing Society, Opposite Madahv Bagh, Near Jaldhara Chowkdi, G.I.D.C., Ankleshwar, District Bharuch, Gujarat-393002, INDIA, wants to get your attention towards the following facts and requires your kind favour to support the full refund of the paid amount Rs. 3,71,000/- (Rs. Three Lakh Seventy One thousand only) for getting a membership of M/s. Mahindra Club Holidays. As per rule we are eligible for full amount refund (Rs. 3,71,000/-). As almost 1 year passed I request to refund the interest of this amount also.

1. We met one of the Mahindra representative at Big Bazar, Bharuch during our visit in October, 2019. The person have taken our mobile number for discussion on the membership with attractive offers.

2. They again and again called to catch the glimpse of some exclusive experiences and offers and on 21 October, 2019- we agreed to visit and meet them.

3. On 10 November, 2019 Mr. Nikunj (Mob. 7359135269) from Mahindra Club gave a confirmation of meeting time as 11 Nov., 2019 at 7:00 PM and Venue as Celebration Hotel, GF 21 Omkar 2, Near Lords Plaza Hotel Station Road, GIDC, Ankleshwar. On the next day (i.e. 11 November, 2019) at 11:25 AM he confirmed the table number booked as B05 through a message. (Annexure A- 2 pages)

4. As per programme, we met their (Mahindra Club) staff, on their invitation, at “Celebration Hotel” on 11 Nov. 2019. The person presented the Mahindra Club was Mr. Prannoy Majumdar( Mob. 8005516804) and his senior Mr. Gagan (Mob. 7990504325). He described the offer and we got attracted towards the offer and paid the completed negotiated amount for the deal which was equal to Rs. 3,71,000/- (Rs. Three lakh seventy one thousands only) through our three cards (1 Debit card- Axis Bank-2L + Credit card- Axis Bank- 1L + Credit card- HDFC Bank 0.71 L = Rs. 3.71L). (Annexure B- 1 page)

5. This offer and membership was booked on my name (Dr. Anjali Shivkumar Sharma) through my father (Mr. Shiv Kumar Sharma) who signed the documents for the deal at around 10:00 PM on 11 November, 2019. Mr. Prannoy and Mr. Gagan also gave a Voucher valid for next three months for trial basis, but we never availed the offer. The voucher is still with us. (Annexure C- 3 page)

6. At the time of point 4, I was in Haryana for my study. When they informed me about this deal and the payment, I asked them to immediately ask Mr. Prannoy Majumdar to stop further processing the application. The same suggestion was given by My Grandfather (who is suffering from throat cancer) and use this amount in his treatment.

7. On the next day 12 Nov. 2019, in the morning 0900-0905 hrs., my mother (Mrs. Aparna Sharma) called Mr. Prannoy Majumdar and asked him not to forward the application and cancel the deal done last night by them. Also requested not to book the membership and explained the reason to Mr. Prannoy Majumdar. She also explained the view of mine and my grand father to him. (Audio recording is available with us for reference). Mr. Prannoy told that he will contact an let us know the meeting place and time in the coming week.

8. Mr. Prannoy called and informed to meet him and his senior Mr. Gagan on their visit in next 4-5 days. He gave the date 17 or 18 Nov 2019 and venue was M/s. Lord’s Plaza Hotel, GIDC, Ankleshwar. My mother and father went to meet them and again requested them not to go ahead for the membership booking and cancel our application. Also requested them to start refund process for the payment made to them of Rs. 3,71,000/- (Rs. Three lakh seventy one thousands only) in the same account. They tried to convince them but as my mother and father were firm on not to go ahead with the deal.

9. My mother and father asked them to whom should they approach for the request. Mr. Prannoy and Mr Gagan told that they are the only person known to us and will do the needful. It may take 15 days or a month for the same. They also instructed them not approach or talk or write to anyone member of Mahindra Club, otherwise it will be difficult to get refund.

10. Still my Father wrote a mail (Annexure D- 1 page) on 19 November, 2019 at 1158 hrs from the mail registered (shiv.kumar151165@gmail.com) with Mahindra holidays club requesting for uphold the application also cancel the application addressing to Mr. Prannoy Majumdar on his e-mail id. (prannoy.majumdar@mahindraholidays.com) .

11. Also my mother contacted Mr. Nikunj and Mahindra club Mumbai office and asked them how to go about it. One time they did not recognised the name of Mr. Prannoy and told that he is not their employee. So again to Vadodara office to Mr. Nikunj, who suggested to forward the mail to member relation team (Annexure E- 6 pages) which is written to Mr. Prannoy . We did the same but due to some error Caps and/or small words did not delivered (as later confirmed by the other staff dealt our case).

12. After that a number of calls and whatsapp chats were done to know the update on cancellation and refund request.

13. On 25 November, I received a message, which stated that the Mahindra club welcome me and they are processing my application and will contact soon over a welcome call. (Annexure F- 2 pages)
a. On the same day I forwarded the message to my father stating the contents of the message. In return my father called Mr. Prannoy and informed about the message received by me. He instructed not to attend such calls. We did so. During the followup with Mr. Prannoy, for the next step, I got a message that my member ID is 2895824 which will be the unique identification for all future communications and I conveyed to my father and in return my father conveyed the same to Mr. Prannoy. (Annexure F- 2 pages).

b. Mr. Prannoy called in the night and told we will receive an OTP as he is processing and confirming the membership request. We again asked him why should it has to be done? He told that he can process the request for cancellation and later refund of the amount paid only after confirmation before that it cannot be claimed. Later in night I received and OTP on 25 Nov. 2019 at 2132 hrs on mail an don phone. The same was conveyed to Mr. Prannoy. He completed the confirmation and validation process in 3-4 minutes from his system. (Annexure G- 7 pages)

c. We again received a mail stating “thanks for completing evalidation process. We have captured your response and sharing same with you, kindly find the attached details. (Annexure G- 7 pages)

d. Also in the mean time I received a con formation of the same through message also. The overall activity was done within 3 minutes .

e. (Annexure H- 4 pages)stated everything and every condition agree by us. But we did not completed it. It was Mr. Prannoy who did it.

14. Later on the very next day (26 Nov., 2019) I received a mail (Annexure I- 7 pages) stating the welcome to the group. We called and talked to Mr. Prannoy, he told me that he is a meeting and float our request to the HO and that will take a month and a deduction of 2 to 3000/- Rs. But we have to wait for this. We agreed and waited. Also continuously reminding him.

15. On 24 Dec. 2019 , also we called him on phone continuously for so many times ring, he passes a message “I am in a meeting. I’ll call you later”. (Annexure J- 1 page)

We floated a return message “Ok thanks. Awaiting for your call when out of meeting”.
Followed by another message
“Are you free now? When I shall call you today?
No response from Mr. Prannoy. Even after follow up.

16. In January, 2020 with continuous followup, once he picked up the phone and informed that they are working for membership transfer to another customer, but the customer will pay the amount in Feb 2020, so we have to wait till Feb. 2020 last week. He also told not to talk to anyone from Mahindra club, he will take care. In between we tried to talk to him, but he never responded.

17. On 09 Jan. 2020, we also floated a message to Mr. Gagan to know about the update on our request, but no response received from him also. (Annexure K- 1 page)

18. In Feb. 2020 Last week, when we did not get response, then we floated a social message on facebook at Mahindra club site for the support and described in brief in the message.

19. The kind person, forwarded the issue to the Mahindra club HO (Chennai). Ms Saffna Mani (on 16 March, 2020) from Member Experience Management (014-590-041 one of the reference no. of response allotted) the case. We submitted the facts in mail and on Phone. Ms. Saffna Mani only understands English. So father talked to her described her the each and every step. My father also forwarded the mails sent o Mr. Prannoy and the audio recording of 12 Nov. 2019. (Annexure L- 4 pages)

20. When my father told the person dealt with us is Mr. Prannoy. She asked Mr. Prannoy number. As instructed, we informed her also that Mr. Prannoy told not to tell his number.

21. My father floated a whatsapp message to Mr. Prannoy (on 18 March, 2020) that Ms. Saffna from their HO wants to have his contact number. He told my father that he is dealing with this case and their will be deduction of 1200 to 1300 Rs. If we process the request through him and wait for some time. If we want to go with the HO (Ms. Saffna Mani) then there will be deduction of 60 % minimum an we get a very less amount. He also told that we will say the Name of his Boss- Mr. Satayjeet Sir MHRIL and give his number to Saffna Mani. (Annexure M- 2 pages). After hearing the same, we wrote a mail to Ms. Saffna Mani- stating the wording of Mr. Prannoy. (Annexure N- 2 pages)

22. Ms. Saffna Mani, later forwarded the mail to Mr. Prannoy and inturn Mr. Prannoy forwarded a highlighted copy of the mail on whatsapp to my father and askin him “?????” means why we wrote the wording of Mr. Prannoy to Ms. Saffna Mani. (Annexure O- 2 pages).

23. Almost after more than 1 and half month the no favourable conclusion came. Ms. Saffna Mani advised not to cancel the membership and continue it.

24. Later in April, my mother and myself got a chance to see the facebook message of Mr. Anand Mahindra. We wrote to him about the case and requested for support. Mr. Anand Mahindra also forwarded the same to his staff . Now it is Mr. Santosh D (014-991-697) reference in dealing) who dealt with our case.

25. We again submitted all the available proof and documents to him (including the whatsapp chats and audio recording). Mr. Santosh was also understanding the English. Thanks to him that even in the CORONA time he continued to deal and work on the case. He was later supported by Mr. Suraj from Mahindra Club office in Ahmedabad(as told by him).

26. Mr. Suraj, was also again told the whole story. One day Mr. Suraj, Mr. Prannoy, Mr. Santosh D were on the call, and thanks to GOD that Mr. Prannoy accepted that we had called him and informed on phone ( within 24 hours of the payment made for the deal) and also me them personally at M/s. Lords Plaza, GIDC, Ankleshwar. He also confirmed that they tried to convince us, but we were affirm to cancel the deal, and not to go ahead with it. We also demanded the full refund. But this conversation was in Hindi, which was not understand by Mr. Santosh.

27. After discussing with Mr. Suraj, they conveyed that they will refund only Rs. 82,221/- (Rs. Eighty two thousand two hundred and twenty one only) out of Rs. 3,71,000/- (Rs. Three lakh seventy one thousands only) which is not acceptable to us. The amount they worked out is including the deduction of

a) Non refundable admission fees Rs. 266040/- +
b) Prorated entitlement fees Rs. 7094.4)/- +
c) ASF outstanding Rs. 15705/- equals to a total deduction of 2,88,839.40 Rs.
(Annexure P- 2 pages)

28. Also in the calculation table they mentioned the “date of cancellation request as 27- Jun 20”. For this we requested Mr. Santosh D to consider the date of cancellation request as 19 Nov. 2019 the day on which we floated the first written request to Mr. Prannoy (Mahindra club). (Annexure P- 2 pages)

29. Next day Mr. Santosh D called and said that we did not informed Mr. Prannoy within 15 days of booking. We told them that Mr. Prannoy confirmed on yesterday. So we asked him to get a person who knows Hindi and get the wording of the recording translated in English and understand the facts and later decide.

30. After this Mr. Prabhakr, took the case again we explained him all the thing and he understand Hindi. Submitted all the supportive documents and recordings. He again contacted Mr. Suraj, who has already dealt with us. The conclusion was same that they will refund only Rs. 82,221/- (Rs. Eighty two thousand two hundred and twenty one only) out of Rs. 3,71,000/- (Rs. Three lakh seventy one thousands only) which is not acceptable to us. (Annexure Q- 3 pages)

31. As informed by Mr. Prabhakar and Mr. Suraj in separate mails that the refund amount will Rs. 82,221/- (Rs. Eighty two thousand two hundred and twenty one only) out of Rs. 3,71,000/- (Rs. Three lakh seventy one thousands only) which is not acceptable to us, because we had informed them on phone in 24 hours of payment and by mail within 10 days of payment. Also we have never used any offer/facility offered by M/s. Mahindra Holidays Club.

32. We approached 4 times to get justice and get full amount of Rs. 3,71,000/- (Rs. Three lakh seventy one thousands only) refund.

A) Firstly with Mr. Prannoy Majumdar and Gagan, (almost 3 months).
B) Secondly with Ms. Saffna Mani and Mr. Prannoy (almost 1.5 months).
C) Thirdly with Mr. Santosh D joined by Mr. Suraj and Mr. Prannoy. (almost 3.5 Months).
D) Fourthly with Mr. Prabhakar joined by Mr. Suraj. (almost 1 month)
E) And later closed the topic with them as refund of Rs. 82,221/- (Rs. Eighty two thousand two hundred and twenty one only) out of Rs. 3,71,000/- (Rs. Three lakh seventy one thousands only) not acceptable to us.


So, we here by request you to please oblige us in getting the full amount of Rs. 3,71,000/- (Rs. Three lakh seventy one thousands only) paid to Mahindra Club by us. Even we have not used any of the offer and facilities offered by them during this period and never wants to be associated with them in future.

Thanking you,

Your’s sincerely,



Dr. Anjali Shivkumar Sharma,
A-3, Sun City Park Co-operative Housing Society,
Opposite Madhav Bagh, Near Jaldhara Chowkdi,
G.I.D.C., ANKLESHWAR, District Bharuch,
Gujarat-393002 INDIA

Mob. +91-7027622191 (Dr. Anjali Shiv Kumar Sharma)
+91-9879529601 (Father – Mr. Shiv Kumar Sharma)
+ 91- 9825312269 (Mother – Mrs. Aparna Sharma)

Replies