[Resolved] Meru Cab Company Pvt. Ltd. — Poor quality of service / Rude driver...
Mira Road, Thane, Maharashtra, India
I phoned Meru Call Centre [protected] on Sunday, 06 February 2011 to book a taxi for a drop to the International Airport, Mumbai from Mira Road the following day (07 February) at 5.30 AM.
I received an SMS with the reference number 3329353, and a subsequent SMS informed me that the Cab: MH02WA8765, Driver: Bansidhar Pandey, Cell: [protected] will reach me at the designated time.
Mr. Pandey was not there at the designated time, so I phoned at 5.41 AM and he informed me that he was on his way, and stuck in traffic. I subsequently phoned him at 6.01 AM, 6.03 AM, 6.27 AM to check about his whereabouts.
It is important to note that not once did Mr. Pandey or the Meru Call Centre phone me up to inform me about the delay. I had to phone each time to check about his whereabouts.
During my last phone with Mr. Pandey he informed me that he was just beyond the Dahisar Toll Plaza. I informed Mr. Pandey that since he was very late, and that my guest was likely to miss his flight, he wait at the Dahisar Toll Plaza so my guest can board the taxi there.
At 6.39 AM I received a call from Mr. Pandey that he will not wait any longer at the Dahisar Toll Plaza. He said that he was missing out on other business (aur bhi dhandha karna hai, were his words). When I informed him that he was at fault to not have reached on time, he was rude and blunt. To the point that he dared me to inform the “Company” if I had any issues, and he hung up the phone.
The important point to note here is: the driver was not on time (he was late by over an hour), he / the company did not intimate me about the delay (I had to repeatedly call on each occasion), the driver was exceptionally rude – he not only dared me, but also hung up the phone on me while I was expressing my grievances.
I would like to inform that I have made a record of all phone calls I received / made to Mr. Bhansidar Pandey ([protected]) and the Meru Cab Call Centre ([protected]).
I would further like to inform that I immediately telephoned the call centre to register my grievance, and was given a patient hearing by the operator who promised action against the erring driver, and also informed me that he will call me thereafter.
I regret to inform that I have received not feedback yet from Meru, and it is the forth day.
I have availed services from Meru in the past with satisfactory results, but this incident has left such a bitter taste that it could well be the last time I subscribe to services of Meru Cab. For a company that prides itself on the training it imparts to drivers, this is a huge disappointment. I will also never recommend its services to anyone who checks with me.
The entire experience and the lack of sensitivity displayed by the driver Bhansidar Pandey, and the company is appalling, and my guest very nearly missed his flight.
I wished to escalate my complaint to the top management at Meru, but none of their contact details appear on the website. I wanted (in the event that they aren’t already) to apprise them about the state of affairs at their company, so they may take remedial measures – again, in the event that they deem it necessary.
In the event that you wish to speak with me about this incident I am available on my mobile: [protected] or my email address [protected]@yahoo.com.
Complaint marked as Resolved
Verified SupportMeru Cabs Customer Care's response, Mar 20, 2015
Hi Rohit, Sorry for a delay in response here! Recently we overhauled our Customer Service operations and decided that we'd connect with all customers, respond to their feedback, and take strict corrective measures that may be required. It's our endeavour to provide on-time service to all our customers and if we fall short, we must immediately respond and act on it. Your feedback helps us improve our services further. We deeply regret that we missed out on your message earlier. However, at times, things do go out of our control as far as human behaviour is concerned. We appreciate your sharing the concerns. Your feedback has been put on record and we assure you we've taken strict measures in response. To report any such incident in future, please write to us at [protected]@merucabs.com along with details. Plz give another opportunity to serve. Hopefully we won’t disappoint you this time around. Warm Regards, Team Meru
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