VLCC - Services Not rendered by VLCC

GRIEVANCE DETAILS

The present complaint is being filed by myself, against VLCC Wellness Centre, Malad West, Mumbai, along with its Head Office/Management at Gurugram, Haryana, for gross deficiency in service, unfair trade practices, misrepresentation, negligent customer handling, and wrongful denial of refund despite clear failure in delivery of promised services.

I enrolled for slimming and V-Fit wellness packages offered by the Opposite Parties and paid a total amount of INR **,*** between November **** and January ****. The said packages were aggressively marketed and sold through repeated calls, representations, and assurances regarding the quality, effectiveness, and accessibility of services.

However, after collecting the payment, the Opposite Parties failed to provide proper and effective services to me. Despite regular follow-ups and attempts to avail the services, I experienced no satisfactory results and instead suffered increasing weight concerns. I repeatedly requested professional dietary guidance and a diet plan from March **** onwards, which was assured multiple times but never provided.

Further, I faced continuous operational difficulties in availing appointments. Earlier regular slots became unavailable, appointments were delayed repeatedly, calls made to the centre and appointment desk frequently went unanswered or were disconnected, and there was complete absence of proactive coordination or customer support for several weeks.

I state that the V-Fit services appeared to have been excessively oversold beyond the operational capacity of the centre, resulting in poor appointment availability, inadequate service delivery, and serious inconvenience to customers.

It is pertinent to note that despite repeated follow-ups through calls and messages, the Opposite Parties failed to resolve my grievances. In fact, staff members of the Opposite Parties had earlier acknowledged lapses and negligence through apology messages. However, upon seeking refund, the Opposite Parties arbitrarily changed their position and attempted to shift the blame onto me by making incorrect and misleading statements internally.

The conduct of the Opposite Parties clearly amounts to:

a) Deficiency in Service under the Consumer Protection Act, ****
b) Unfair Trade Practice through aggressive selling and failure to provide promised services
c) Misrepresentation regarding service quality, appointment availability, and customer support
d) Mental harassment, inconvenience, and financial loss caused to me

The Opposite Parties are now wrongfully relying upon a unilateral “No Refund Policy” despite their own substantial failure in rendering services adequately. Such clauses cannot override statutory consumer rights where there exists clear deficiency in service, negligence, and unfair business conduct.

I further submit that even after escalation to the Head Office/Management at Gurugram, instead of fair resolution, the Opposite Parties continued to shield the lapses of the local centre staff and refused refund. This reflects systemic negligence and lack of accountability at both operational and management levels.

I have completely lost trust and confidence in the Opposite Parties and do not wish to continue availing any services from them. Despite repeated requests, the Opposite Parties have refused to refund the unutilized amount and instead attempted to compel me to continue, transfer, or convert the services into other packages.

The acts and omissions of the Opposite Parties have caused me severe mental agony, harassment, inconvenience, wastage of valuable time, and financial loss.

Hence, the present complaint.