Friends....check this out. This organisation called INDIAN HEALTH ORGANISATION (IHO) is luring customers over phone calls with lucrative plans, hide important information and get customers consent over recorded calls. Once you give your consent over a recorded call and made the payment....they will then start showing true colours. Go through the actual mail chain below. Help me expose this racket running under the name of IHO.
RE: Sloppy services IHO - Final request
From: V M (mvishal_@hotmail.com)
Sent: 04 July 2010 23:19PM
To: feedback@indianhealthorganisation.com
Cc: sunando@indianhealthorganisation.com; mvishal_@hotmail.com
Hi,
Since you have accepted in the below mail that there has been a mispresentation from your end but you not willing to cancel the membership, I am forced by you to do the following:
- To approach the consumer grievance cell.
- To approach leading newspapers and news channels to expose the racket running behind Indian health Organisation.
Vishal
91-9967099193
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CC: sunando@indianhealthorganisation.com
From: feedback@indianhealthorganisation.com
To: mvishal_@hotmail.com
Subject: Re: Sloppy services IHO - Final request
Date: Sun, 4 Jul 2010 08:33:24 +0530
Dear Sir,
Thank you for your mail.
In reply to the points raised in your mail below, we reiterate:
There may have been an issue regarding voucher validity - we are satisfactorily addressing this; also, in no way could this have inconvenienced you already as the present vouchers are also valid at this time
We have not found any other issues - though you have expressed your unwillingness to point out any other issues, we have spent time listening to call recordings etc and are convinced about this in the absence of any further information from you. Also, your mail below indicates, for the first time, there 'may or may not have been other issues'
Regarding call centre executive designations, there appears to have been a miscommunication here. Though we do not usually share internal hierarchies, for your comfort, Bhumika is a Senior Customer Service Executive (Team Leader), while Durga has recently moved to the Inbound Customer Service Unit, and is a junior resource
Our cancellation policy clearly states that the cardmember needs to request for a cancellation within 14 days of receipt of welcome kit. Unfortunately this does not hold in your case.
Indian Health Organisation is committed to high service standards and delivering value to its large number of customers, and we follow a transparent, logical process in looking into issues such as this. We believe that the same has been done in this case too.
We hope you agree with us, and we urge you to give an opportunity to serve you well.
Have a nice day!
Regards,
Team Indian Health Organisation
On 03-Jul-10, at 6:26 PM, V M wrote:
Hi,
You have taken my consent by hiding/misrepresenting the voucher validity. This is incorrect and illegal. You may be willing to address the same now but I am not willing to consider the same. Pls. cancel my membership basis this misrepresentation.
There may or may not be other issues. I am not willing to spend any further time listening to call recordings and point out to you other irregularities, if there are any.
You have also not explained why your call centre executives have lied about their designations and why my call was transferred to a colleague when I was told I was being transferred to her senior.
Vishal
91-9967099193
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CC: mail@consumergrievance.com; sunando@indianhealthorganisation.com
From: feedback@indianhealthorganisation.com
To: mvishal_@hotmail.com
Subject: Re: Sloppy services IHO - Final request
Date: Sat, 3 Jul 2010 07:22:19 +0530
Dear Sir,
We have already responded to your queries in the mails below and in several other phone calls that are recorded for training purposes.
Despite several requests, you have not shared the details of any facts that may have been misrepresented to you during the sales call. We have looked into the matter and found that the only area where there was no clear communication from our sales person was regarding the validity of the voucher - to address this, we have offered to replace the vouchers with ones with special validity for one year as promised. As per our understanding, in the absence of any further information, this addresses the issue.
In your last mail below, you have referred to our service staff supposedly delaying proceedings by asking 'silly' questions despite having call recordings to go through. The only reason for this delay has been that after having listened to the call recordings, we have only found an issue with the way the voucher validity was communicated; therefore, we have been compelled to ask you to provide us with further information.
As regards communication address for senior management, our office address is mentioned on our website www.indianhealthorganisation.com. You could also communicate with our Head of Service, Mr. Sunando Sen, who is already aware of this issue and is marked on this mail.
In conclusion, IHO would like to clarify that:
The only misrepresentation of facts was regarding a voucher validity issue, which we have been willing to address from day one
Our communication address is clearly mentioned on our website
We have attempted to resolve the case by asking you to provide more details of any issues you wish to highlight, which we have not received
Have a nice day!
Regards,
Team Indian Health Organisation
On 02-Jul-10, at 9:06 PM, V M wrote:
Hi,
You people have not bothered to respond. You have hidden information, lied to your customers, wasted customer's precious time, have not shared senior people contacts despite asking multiple times and misrepresented facts....I am forced to make this issue public. I will bring to notice of general public the racket you people are running under the name of Indian Health Organisation.
cc: International Consumer Rights Protection Council (ICRPC)
Vishal
91-9967099193
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From: mvishal_@hotmail.com
To: feedback@indianhealthorganisation.com
CC: mvishal_@hotmail.com
Subject: RE: Sloppy services IHO - Final request
Date: Thu, 1 Jul 2010 19:35:40 +0530
Hi,
I do not agree that your below mail is representative of what has taken place so far.
You have again hidden a lot of information....and only mentioned what suits you.
The 1st time I requested for cancellation, I was told someone would call back in 48 hours. No one called.
I again called and i was told someone would call in 24 hours. No one called.
It was me who was following up on mail and telephone to resolve this issue. You people were hardly bothered to see how this can be resolved. You were trying to earm more time by asking me silly questions about what complaint I had despite you already having all these details by way of recorded calls.
As far as miscommunication goes, you have hidden information about the voucher validity and got my consent, which is incorrect and illegal. If you can hide information about the voucher validity, I have all reasons to believe you must have hidden some other piece of information which I am not even aware. This is good enough for me to believe that IHO is unprofessional and cheating customers....why should I waste more time in listening to any further call recordings????
Secondly, When I spoke to Durga and she was not able to give me a resolution, she asked me to hold while she transfers me to her senior. That is when Bhumika came online to speak to me as her senior. When I enquired about her designation, she confirmed that she is another executive and not Durga's senior. Your call centre executive lied about the same.
When I was called thrice today i picked the call twice and told the executive that I was in a meeting and requested to call me later. You have again lied by saying contact was not established!!!!
You have still not shared the email id and office postal address of Visham Sikand which I requested earlier in my below mail.
How can I trust you people if you hide information, lie to your customers, waste customer's precious time, do not share senior people contacts and misrepresent facts!!!!
Pls. communicate your final decision by friday-2July, 2010 by way of an email.
Vishal Maheshwari
91-9967099193
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From: feedback@indianhealthorganisation.com
To: mvishal_@hotmail.com
Subject: Fwd: Sloppy services IHO - Final request
Date: Thu, 1 Jul 2010 17:25:03 +0530
Dear Sir,
We have looked into your case and given below is the entire sequence of events:
Debit date: May 18 2010
Inbound call 1st complaint received: 20st June 1230 pm - Customer complained that he was not told that vouchers will be valid for 6 months only. CCE told that we will check the call recording and he can get back to us in 24 hours.
Outbound call on 22nd June 1:45 Pm: Durga called customer, and he was asked to listen the calls. Customer got irate that he wasn’t told specifically that voucher validity is for 6 months. Customer noted designation of Durga and Bhumika who spoke with the customer and assured that he will get vouchers with 1 yr validity. Customer didn’t hear the complete calls and said that I was mis-commited other things as well but he was not ready to share more info.
Inbound call: June 25th. 10:30 AM Customer spoke with Shabnam and was enquiring about his complaint. Shabnam said that the case has already been escalated and concerned team is working n it.
Inbound call June 25th. 10:35 AM, customer called and confirmed with Shabnam if there is any complaint with which he can proceed to court. Shabnam said that there is none and he need not to go to court as the team is already working on the complaint.
Inbound call June 25- service mobile. Spoke with Satnam on his cancellation request.
We tried to contact the customer thrice today, July 1 2010 and finally when contact was established customer said that I also have all calls recorded with me and the voucher validity is enough for me to cancel this. When asked what other fake assurances were made to him, customer said that he doesn’t want to get into all that want to the membership and refund his money, else he will approach court.
We hope that you agree with the above as being representative of what has taken place so far.
As far as a resolution is concerned, our team has already offered to send you vouchers with an extended validity of one year. In case any other miscommitments were made, please let us know so that we can resolve the same for you. We have heard the sales call made to you, and there does not appear to be any other miscommitment in our opinion.
We endeavour to provide the best possible services, and this is borne out by the fact that we are offering to send you vouchers with extended validity to address the sales miscommitment issue. We hope that you agree with us and we look forward to serving you better in the future.
Have a nice day!
Regards,
Team Indian Health Organisation
Begin forwarded message:
From: V M <mvishal_@hotmail.com>
Date: 30 June 2010 8:02:50 PM GMT+05:30
To: <service@indianhealthorganisation.com>
Cc: <mvishal_@hotmail.com>
Subject: RE: Sloppy services IHO - Final request
This is ridiculous. You want to follow standard procedures in answering customer queries...what about commitments made by your people in resolution timelines....are there no SLA's defined for that????? You have calls recorded...so please take some effort and go through the last 2-3 calls and you shall get to know the issues!!!!
I do not hear from you people with a resolution within tomorrow, I will initiate further action against IHO. Pls. do not waste my time asking irresponsible questions and rather spend that time resolving customer issues.
While you are resolving my query, pls. share the email id and postal address of Visham Sikand.
Vishal
91-9967099193
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From: service@indianhealthorganisation.com
To: mvishal_@hotmail.com
Subject: Re: Sloppy services IHO - Final request
Date: Wed, 30 Jun 2010 16:36:43 +0530
Dear Sir,
We acknowledge that there may have been a delay in responding to you. However, the question asked in the mail below is standard procedure and required for us to conduct an investigation and resolve it satisfactorily.
Request your assistance in helping us with the same.
Have a nice day!
Regards,
Team Indian Health Organisation
On 30-Jun-10, at 4:11 PM, V M wrote:
how can you ask this question after not responding for more than a week. Don't just buy time for your inefficiency. Pls get me a resolution immediately.
Vishal
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From: feedback@indianhealthorganisation.com
To: mvishal_@hotmail.com
Subject: Fwd: Sloppy services IHO - Final request
Date: Tue, 29 Jun 2010 11:41:59 +0530
Dear Sir,
Request if you could provide details on what was the information that was held back or miscommunicated at the time of sales. As all our sales calls are recorded, this will help us address your concerns.
Regards,
Team Indian Health Organisation
Begin forwarded message:
From: Indian Health Organisation <feedback@indianhealthorganisation.com>
Date: 29 June 2010 7:38:23 AM GMT+05:30
To: V M <mvishal_@hotmail.com>
Subject: Re: Sloppy services IHO - Final request
Dear Sir.
Thank you for your mail.
We apologise for any inconvenience you may have faced, and will look into the matter. You will receive a satisfactory resolution on the matter within 2 working days.
Have a nice day!
Regards,
Team Indian Health Organisation
On 29-Jun-10, at 12:12 AM, V M wrote:
Hi,
I had requested for cancellation of my membership approx a week back. I was told i would get a response in next 48 hours. No one called.
I again called couple of days back...i was told within 24 hours i will be given a resolution. No one called.
IHO has hidden vital information while selling the package and the executives have lied.
This is the last and final request to IHO team to resolve my complaint within 24 hours.
Vishal Maheshwari
91-9967099193
