Dear Sir,

1) We have purchased holiday membership (Number :- CCMU53V5LB49657) from Country Club office at R-mall as per the plan and scheme explained jointly by Mr. Vishal (********52 / ********68) and Mr. Sanjay Rajput (********49). At 23:06 hours of 15th November 2013, near my residence in Mulund West, we have made payment of Rs. 50,000/- (Rupees Fifty Thousand Only) through HSBC credit card for purchasing the holiday membership.

2) The Holiday Membership was taken on the basis of following promises as explained by Mr. Vishal and Mr. Sanjay;
• The Holiday membership will be for five years
• Each year we will be able to use 6 nights / 7 days holidays at all the country club locations including two international destinations i.e. Dubai & Thailand
• There will be no extra cost for availing these holidays except for annual maintenance fees of Rs. 6,500 p.a. which is subject to inflationary changes.
• The above does not include any food expense incurred during the holiday stay. Normally the food charges per person per day for all meals will be between Rs. 350 to Rs. 500 subject to inflationary changes.
• The Club has 55 owned resorts as well as 175 associated resorts all over the world.
• These holidays can be availed at associated resorts also. There will be no extra cost to these except for food expenses.
• Normally the availability for booking of holiday is good. Prior intimation of 15 to 30 days prior to the date of travel requires to be given to booking department for confirming the holiday. If the intimation of date of travel is given atleast 15 days in advance then booking will be given.
• Extra days can be availed over and above the limit of 6N/7D per year depending upon your relationship with club and club personnel.
• We have an option to upgrade the holiday membership with life time club membership also, for which we will have to pay additional Rs. 20,000/-. This is valid till our last EMI is paid. No AMC charges shall be payable after the completion of holiday membership but still life time club membership will be valid.
• One complementary holiday stay of 6N/7D will be provided upon enrolling for the holiday membership. These holidays can be availed in any of the country club owned plus affiliated resorts. This voucher shall be exclusive of holiday voucher which we will get even if we don’t enroll for the club membership. So if we are enrolling for the membership then we are getting two holiday vouchers, each of one has 6N/7D stay available with it.

3) After purchasing the above membership, we found following deficiencies in it ;
• The holiday membership does not allow us to book a holiday at Dubai resort although it was promised to us at the time of enrolling for the membership.
• If we want to book a holiday at Dubai resort, then we need to make an extra payment to the club which was not informed to us at the time of enrolling for the membership.
• The free holiday voucher is not applicable for international destinations, means again we cannot book our holiday in Dubai resort which was not told to us at the time of enrolling for the membership.
• Other affiliated resorts can be availed but for which there are charges which we need to pay to the respective affiliated resort which was not informed to us at the time of enrolling for the membership.
• It was promised that Mr. Vishal or Mr. Sanjay will get Dubai bookings confirmed by sending an email to concern team members as the booking software doesn’t allow Dubai booking through it.

4) We have specifically asked Mr. Vishal and Mr. Sanjay for booking availability at Dubai Resort during the period from 25th Feb’ 2014 to 3rd Mar’ 2014 before enrolling the holiday membership. However after confirming the availability of the same by both of them as well as few other country club staff at R Mall office, we finally enroll for the holiday membership. But after so many times of follow up, they were not able to get the booking as promised. Finally we tried to reach booking department of Country Club at Hyderabad upon which it was informed to us that there is no booking available for Dubai resort on your membership. This has come to us as a surprise!!

5) I have informed this issue to Mr. Vishal as well as Mr. Sanjay immediately after enrolling for the Holiday membership, however till date the issue is still lying unresolved. Mr. Vishal was out of town for around 20 days and Mr. Sanjay doesn’t seem interested in responding to the issue. I have personally called both of them and raised my concern about all the issues. An email communication was sent to Mr. Sanjay on 3rd December 2013, however I haven’t received any response of the same. Also subsequent reminders are still lying unanswered. I have personally visited Country Club branch office at Mulund West, (R-mall) for resolving the issue but still the status is same, UNRESOLVED. A complaint has also been given at Country Club’s centralized customer care department. But they also haven’t resolved the issue. They only have forwarded complain to Mr. Salim who haven’t responded yet.

6) I demanded for a reasonable explanation from company as well as Mr. Sanjay (as he is manager) stating that why a complaint under Consumer Court should not be filed against Country Club as this is clear cut mis-sellig or fraudulent selling done by them. However no response has received from them. Sufficient time was also given to them to settle this grievance. It was proposed by me that this can be settled either by refunding full amount with interest @ 18% p.a., or providing with promises made at the time of selling the Holiday membership. However they don’t seem interested in resolving the grievance so I am forced to file a complaint with the Consumer Court as I am protected under the Consumer Protection Act of 1986.

7) I have given them a notice before filing this consumer complaint and also have informed that the consumer complaint will be at your cost and expenses, and I will seek compensation for the mental agony caused due to your deficiency in services.

Kindly prosecute against them and resolve the grievance considering true & fair basis of this case.

Nirav Gala
********16