[Resolved]  ISS Hicare — cockroach control service (1 year package)

I had taken an yearly package for hi care cockroach control service. The technician visited my house on 22nd september 2019 and completed the service by putting gel in enclosed spaces and spray in open parts. He asked us to contact hi care in case the cockroaches are not eliminated in 15 days. He also said that we will need to empty all the cabinets and they will come and spray inside the cabinets.

On 6th october, i called the customer care and registered a complain. The executive on call informed me that there were no slots available for coming saturday due to festive season (We prefer weekends as i am a working woman). I made three calls in total, each time the compliant was registered but the executives were not able to find any slots for me. Finally, on 11th october 2019, i called the customer care and asked the executive pallavi (This lady had spoken to me earlier as well when she informed unavailability of slots on weekend) to suggest me a slot and book the earliest appointment available. She suggested and confirmed me a booking for monday, 14th october 2019, at 3-5 pm slot. She said the booking is confirmed and i shall also get an sms.

We started emptying the cabinets during the weekend to prepare for the service scheduled on monday. On sunday, 13th october, i realized the hi care team missed sending me a confirmation sms. I called the customer care, and an executive named aishwarya picked up my call. She said there was no service scheduled for me in the system (And to my horror i came to know that all my preparations are going in vain). I asked her to check and confirm me my service but she said she is not able to get any booking slot on the system due to an internal technical error. I asked her to check again, she placed my call on hold, and never came back. The call got disconnected on its own after some time.

I again called the customer care and this time pallavi picked up. We had a long conversation, and finally she committed that she will find a resolution to my problem by monday morning, and i will receive a call from hi care by 11.00-11.30 am. On monday, 14th october. I waited the entire day today, but no call was received. Finally i called hi-care customer care at 5.48 pm and aishwarya picked up. I insisted her to get me an appointment for tomorrow, since all the stuff in my house are lying outside the cabinets as instructed by the technician to make the pest control effective. She said she will try to resolve my problem and asked me to wait 10-15 mins. I waited, she called at 6.05 pm, and asked me to again wait for 10-15 minutes. I again waited till 6.28 pm, and then called the customer care again. The executive on call told me that aishwarya is on another call, and he will ask her to contact me once she is free. No call was received, i again called hi care customer care at 6.51 pm, but received a recorded voice message saying that they are closed for the day.

Finally i wrote an e-mail to [protected]@hicare.in on 14th october, as i am not able to get a solution, but yet to get a response. This kind of pathetic service is not expected from such a reputed company. I used to get innumerable calls before i booked a package, but it seems the customer care just focus on selling and not on caring for the customers. I hope i will be able to get some quick resolution through this complaint.