[Resolved]  Easy Cabs — Inaction of Easy Cabs on Driver's misbehaviour

Address:

Mumbai City, Maharashtra

Hi,

My name is Ashutosh and I registered at Easy Cabs to get a taxi from Cuffe Parade to Lower Parel on 9th Nov 2010 at 6:30pm (Booking Number: B00730). They agreed to send a cab and the driver called me at 5:45 pm to ask for directions to the place of origin. After getting my directions, he reached the place at 6:00 pm and confirmed me of his presence.

At 6:15 pm, when I called up the driver to see if he is ready to leave, he said that he got another passenger and has already left. It was raining at that time and I got stranded at Cuffe Parade (and it was not easy to get an alternate taxi). I called up the Easy Cabs call center at 6:20 pm and they said they will call back in 15 mins with an alternative. When I did not receive a call after 20 mins, I struggled and somehow found a usual taxi (getting drenched in the rain in the process).

From this taxi, I called the call center to check what the status was of my query and they lied saying that they were trying to reach me but could get through. I registered a complaint against the driver and was promised that they will inform me of the complaint status in 24-48 hours. I received no call till 12th Nov, and so had to call back again to check the status. It is a painful process each time you call them, for you have to wait in line for 5-10 mins, before you can get through. Also, they do not have a dedicated number for registering complaints.

On the 12th, I was promised to receive a call within 24 hours. Thinking that this might be genuine, i waited another day for their call. When nobody called, I called back on 14th Nov, only to be told that something will happen within the day (i.e. 14th) and I will get a response. As usual, nothing happened. So, I called back again on the 16th morning to check the status. I obviously blasted them this time. I was told that they had no complaint registered for the 9th. They only had something for the 14th Nov, since their "system was down" on the 9th. I was furious. They also explained that they write down complaints manually in a register, and nothing in the system. I fail to see how they can have an elaborate booking and routing software, and still complaints are written manually. Obviously, they do not care about the later.

I was promised that I will get a call by 11am that morning (16th Nov) with a resolution. Again nothing happened. I wanted to give up, but thought about trying for the last time. At 11:05 am, I called them again and they had no clue that they were supposed to call me by 11:00am. They said that they will take some action within the next 2 hours. I asked them what my complaint was (just to check). They had no idea. They gave me the usual stuff - "Driver was late for pickup". At this, I blasted them again and explained what had happened.

Within 2 hours I got a response, saying that the driver has been warned. I am not a fool to buy that. This was just so that I stop calling. The person who called had no idea what the driver's name was. He just said that his seniors had warned the driver that such a thing should not happen again.

To summarize, it was a pathetic handling of consumer complaint from their end. And a dismal attempt to save any credibility in the minds of the customer. Till their utilization levels are high (cars are running on roads), nobody cares.