Complaint Details

Status	:	Closed
Complaint No	:	0130238/2021
Category	:	Service Provider
Date	:	12-07-2021
Subject Line	:	No Refund of Fees after not providing service
Complainant	:	Kshitiz Sharma
Address	:	E901, The Parkland, Balewadi
Complainee	:	BookMyBai.com
Address	:	Gemstar Commercial Complex, 310, Ramchandra Ln, Kanchpada

Complaint Details
I had availed the services of Book My Bai to look for a nanny to look after my toddler boy. Till now we had selected 2 maids from the options given who we found suitable for our requirement. But both of them didn't join. I had paid the agency fees of Rs 12,980 when 1st person was selected. Now I want a refund as your agency is not able to provide us with any suitable person.

Here are the sequence of events:
I raised a request for a nanny on 7th May 2021
3 profiles were shared with me on 8th May 2021
On 12th May we confirmed Shobha Ghasgate and asked for her RT-PCR to be done as that is a requirement for any maid in the society. I also paid Rs 1,000 for the test.
On 15th May her -ve test report came. And as discussed with the agency her salary for 8 hour work was decided to be Rs 11,000 and thus I paid the agency fee of Rs 12,980 on 15th May itself.
I confirmed to Shobha as well as the agency that she can join from 22nd May which was agreed.
On 22nd May, when she didn't turn up and I followed up with the agency I was told that someone has expired in her family and she will join on 26th May.
On 26th May again she didn't turn up or was picking up our call. I talked to the agency and 3 new profiles were shared with us.
Among those 3 profiles, we selected Varsha Zombade and asked the agency to get her RT-PCR done.
On 30th May, her -ve test report was shared with us. I got her registered with the society and confirmed to Varsha and the agency to start work from 1st Jun
On 31st May Varsha came to meet us to check out the route to our home etc.
On 1st Jun, she also didn't turn up and wasn't picking our calls as well. The agency said that she has refused to join because of family concerns of working during Covid.
Parllely, my wife also raised a request with the agency separately for a cook/maid as we were looking for different options that will help us.
I was given 3 new profiles on 2nd Jun for nanny as our second selection Varsha didn't join. To our surprise, among those 3 profiles, 2 were the same which were shared with my wife separately as cooks/maids that we had to straight away reject. 1 was too young to have any experience of being a nanny. So we rejected all 3.
On 8th Jun I chatted with the agency and asked for a refund because it has almost been one month since we raised a request. But I was straight away told that a refund is not possible and it is not the agency's responsibility to ensure that selected candidates join and basically it was implied that it was "my fault' that I am not liking any of the other shared profiles.

We were asking for a nanny which will be a person to whom we have to give responsibility for taking care of our 1.5 year old son. We have to be careful to select a genuine person and not to anyone who doesn't have any experience in handling kids.

Since it has been more than one month now and I am not getting any suitable person from the agency, I sent an email to Book My Bai's complaints department for refund of agency fee of Rs 12,980 on 17th Jun 2021. There has been no response from them till date beside sending another reminder on 21st Jun 2021.

Thus, we need to file a grievance with CCRC to settle the matter for us.

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