Hi all,
Planning to buy a new apartment here? Doing lots of research? And Investing here only because of a brand name?
Hold on! Don't go for RUNWAL EIRENE!
Summary:
Worst after-sales service, Poor management & plenty of construction defects! Brand value is at risk.
I am a resident and there are thousands of customers who are cheated.
I will share a summary & detailed experience here.
Ranking from 1 to 10
(where 10= Customer Delight, 1= Worst/Pathetic experience & something below minus, You are smart enough)
Summary:
Customer Relationship Management Team(CRM): Minus ten out of ten -10/10
Runwal Communication Experience:(3/10)
Inspection of Flat Experience(Prior Possession): 1/10
Construction quality: Minus five out of ten -5/10
Facility team - Behavior/Service : 7/10
Civil team Behavior/Service: 2/10
House Keeping: 10/10
Security: 8/10
Amenities: 4/10
Details:
1. CRM: Minus ten out of ten -10/10
Highly Unprofessional CRM team - They don't have any SLA, if they have they don't follow it. Neetu & Sujata will fool you around but won't help.
i) Laid-back attitude.
ii) Residents/Customers need to constantly follow up with CRM on closing issues,
iii) They always try to give fake sympathy & empathy and are not able to deliver what they commit.
iv) They share timelines but don't stick to it /execute them/even start it.
v) Customer/Residents need to walk an extra mile, to check, if CRM has even thought of solving their issue.
vi) Template copy paste email, where they goof up with customer name i.e while sending 1st Welcome email/ possession letter. Electricity Meter Number in Electricity NOC/ TDS process and many more.
v) They will visit your flat and see the issue but then you have to follow up constantly for an action plan to resolve it, to which they fail to deliver.
vi) You File conciliation they are taking ages to approve.
2. Communication Gap: (3/10)
Part 1 . Disconnect between Sales and CRM
For Eg: Parking Allocation - Sales will mention, you will get a covered parking from day 1 whereas CRM will state "ON POSSESSION DAY'' i.e Sir/Madam our Architect is working on plan".
If you are kind, you are gone as CRM will assign you temp parking/ bike parking for a car parking space which is against the agreement. (Read Possession Clause - Car parking point & RERA Car parking clause min criteria of covered car parking)
3. Inspection of Flat Experience(Prior Possession): 1/10
As per agreement purchaser/customer must be allowed to inspect the flat.
I did ask the same to which CRM denied and stated it is as per our company policy.
(Please note agreement is above all, I had to followup and direct them to Inspection of Flat clause), post which I finally got to Inspect the flat
4. Construction quality - Minus five out of ten -5/10
If we do a Sample check from 8 flats(7 flats will have seepage/leakage problems).
They don't have proper resources to fix and people here are trying to do judgaad/assumption to fix construction defects.
I feel Runwal is in debt as they can't hire the right resource/technology to fix it.
If your assets get damaged due to poor construction quality they are not even bothered. Better to raise a RERA complaint.
Leakage/Seepage is the main issue faced by all residents.
Issues are open from 6months to 1 year, they don't have skilled resources to fix them.
5. Facility team Behavior/Service: They want to help residents but as these are Outsourced people they are bound to follow Runwal's Management(CRM) instructions.
6. Civil team Behavior/Service: Imran will only come and roam around but no solution and no intent to solve construction defect.
If it's Asif or Rajesh then they should help but again they are reporting to Imran and Imran to Hayyur to CRM. Now you know the bottlenecks.
7. House Keeping: These are the people who are keeping the property clean and are working diligently. Kudos to these guys.
8. Security: Security Headcount is low, there are no tower-wise security guards.
9. Amenities: Very small garden with mosquitos. No place for elders to sit. No Outdoor/indoor game facility yet.
Imagine 7 towers out of 11 where nearly~3000 people are residing with no amenities. No value to your Hard-earned money for your kids & parents.
- Thank You! We appreciate your effort.
