Experience Andamans - Poor service by company

We have planned a trip to Andaman through Experience Andamans company. They had promised **x* support and any issue will be resolved right away. After * days of our trip, when we reached Port Blair on ** Nov ** at around **** hrs, we have been provided with filthy rooms filled with dust and cockroaches. When asked them for change of room/hotel, we were asked to adjust in the given room. At around **** hrs, after informing them we have found another hotel and booked room by ourselves, we were told that refund process will be initiated by them. We have asked them for updates many times as we were staying in Port Blair for * days and our flight was at **** hrs on ** Nov **. But, purposefully, till late night on ** Nov ** they have not conveyed any information on the same though they had received e mail communication from the hotel in the morning itself. They took our money, and before our arrival promised us resolution to our problems right away but after arrival, when we had issue, they told us that they are not responsible for anything happens in hotel and we have to coordinate with hotel for refund.