Dear Mr. Abhishek Lodha,
I am writing to bring to your attention a matter that reflects extremely poorly on the customer experience being provided to Palava residents.
When the ₹35; bus coupon system was being discontinued and replaced by ₹40; coupons, Palava management had communicated that residents could purchase existing ₹35; coupons in bulk. Before making the purchase, I specifically enquired at the counter regarding the validity of these coupons. The counter representative clearly informed me that the coupons did not have any expiry date.
Based on this assurance, I purchased multiple booklets of ₹35; coupons.
Subsequently, Palava announced a coupon replacement process. Unfortunately, at that time I was residing outside Mumbai and was therefore unable to visit Palava to exchange the coupons. I have only recently returned to Mumbai.
Today, when I approached the PCMA office with the intention of exchanging the unused ₹35; coupons for the currently applicable ₹50; coupons by paying the differential amount, I was informed that the exchange would not be permitted.
This raises several serious concerns:
Why were residents encouraged to purchase coupons in bulk if they would later become unusable?
Why was I explicitly informed by the counter staff that the coupons had no expiry date?
On what basis are valid, unused coupons now being rejected without providing any refund or exchange mechanism?
How can residents be expected to bear a financial loss arising from representations made by Palava's own staff?
From a resident's perspective, this appears to be an unfair practice where money has been collected from residents against coupons that are now being rendered worthless. Such actions create a perception that residents are being financially disadvantaged without any fault on their part.
I have been a resident and customer of Lodha, and I find this treatment deeply disappointing. Trust is built when commitments made by representatives are honoured. In this case, I relied on the information provided by Palava staff while making the purchase decision.
I therefore request the following:
Immediate acceptance of the unused ₹35; coupons.
Exchange of the coupons for the currently applicable ₹50; coupons upon payment of the applicable differential amount; or
Full refund of the unused coupon value if the exchange is not possible.
I request your intervention in resolving this matter fairly and ensuring that residents are not made to suffer financial losses due to representations made by Palava staff.
I look forward to your response and a resolution at the earliest.
- Thank You! We appreciate your effort.
