Asian Paints - Formal Complaint Regarding Waterproofing Service

Dear Sir/Madam,

I am writing to formally lodge a complaint regarding the substandard waterproofing service provided by Asian Paints through their dealer, SLV Electricals and Hardware, at my residence located at BSK *th Stage, *st Block, Bengaluru ******. The service, completed on **/**/****, has been highly unsatisfactory and has failed to address the persistent leakage problems.

Despite assurances of high-quality waterproofing, significant leakage reappeared within ** weeks during rains, causing further damage to my property, including the ceiling fan bearings. The site inspectors deflected responsibility, blaming external factors such as exposed electrical pipes. However, after inspection by three different electricians, it was concluded that the problem stems from cracks in the terrace, not the pipes.

Repeated attempts to resolve this matter directly with Asian Paints have been met with unsatisfactory and dismissive responses. The company's customer service has been inadequate, as I have not received any calls despite raising two complaints and requesting a callback. The associate's unfair trade practices have caused me financial loss and stress. We trust brands, yet these companies misuse this trust to make profits.

Following my complaint about the leakage issue, the technical team initially rejected the claim of leakage through the cracks and attributed it to the electrical pipe. After the reapplication in January ****, I reported leakage again in March due to rains. A water stagnation test confirmed that the dampness was indeed through the cracks on the terrace. Despite this, the issue was attributed to structural problems, denying the inefficacy of their product as advertised.

I have been following up and coordinating with the Asian Paints team for eight months, investing my personal time, which has been wasted. Purchasing the waterproofing service has resulted in financial loss and personal stress, especially during rains. As I live in an apartment, civil work cannot be undertaken individually as proposed by the company. The associate misled me into buying the service, which is not standard practice for individual flats in apartment complexes I have been told by the Asian Paints technical team, and he is no longer with the company.

I am demanding a full refund along with compensation for the mental stress endured. If this matter is not resolved promptly, I will be compelled to send a legal notice through a lawyer and pursue this in consumer court. I have preserved all chat transcripts and documents necessary for this pursuit. The associate who sold the service clearly took advantage of the sale to achieve his individual sales target, keeping the customer in the dark. Asian Paints must take responsibility for this unfair practice and refund the amount. The technical consultant indicated that if the associate were still with the company, he would have been held accountable for the mistake. Therefore, the company should take responsibility and do the same.

I look forward to your prompt response and resolution of this matter.

Sincerely,
Sunil