[Resolved] Meru Cabs Bangalore — Deficiency of service (non-delivery service commitment)
Bangalore, Karnataka, India
Dear Sir/ Madam,
I am forwarding the complaint of deficieny of service with Meru Cabs Bangalore. My complaint is self explanatory. I request you to look into this matter seriously as this is causing a lot of inconveniece to people of Bangalore who rely on the public transport. Please let me know what is the procedure for formally becoming the member of your association.
With great disappointment I am writing yet another complaint within just a matter of 3-4 months of my experience with Meru Cab Service.
I had booked a cab yesterday morning for a railway station drop in Bangalore. I got a confirmation, the reference number is: 15696466. The pick up time given to me was 3:15 PM. As per the booking confirmation the Cab details were supposed to be sent to me by SMS 20 mins prior to Travel Time.
When I did not receive any SMS even by 3:00PM (which is 15 mins prior to travel time), I called up the Meru service at 44224422, they told me that Cab is already assigned and they will "re-send" the SMS. I waited for another 5 mins and even then I neither received an SMS nor there was any cab near my residence. Again I called up 44224422 and again I had the same answer that the Cab is on the way and they will send me SMS. I in fact asked the customer rep to provide me chauffer's contact number. She refused and said she will send me via SMS. After another wait of 5 mins when it was the same situation of no SMS and no cab, I called up again this Menu number. Now the representative gave me the chauffer number.
The 2nd part of the ordeal started here. When I called the Chauffer Sugandharaju, Cab no: KA53a7457, CELL NUMBER [protected], he said he is "near Deve Gowda petrol pump" which is hardly 5 mins from my pick up point. When I asked him why he is late, he should have already been there by 3:15, he answered rudly that "should I not go and get my car from the showroom?" Since I was in the desperate situation, I did not argue much and asked him to reach my place ASAP otherwise I am going to miss my train.
Please note that I was traveling with my aged parents. I waited for another 10 mins and still there was no sign of this cab. It was already 3:25pm. Again I called up MERU number, and they told me "madam he is in kumaraswamy layout". This was a different version from what the Meru Cab driver told me. And if it were true that the cab was indeed in Kumaraswamy layout, tt would easily take 15-20 mins for anyone to reach my place. This was too much of a risk as I stood every chance of missing my train.
I had planned to visit chennai to enjoy Diwali with my family. And I just could not afford to not reach chennai. I somehow managed to get two autos. By that time it was already too late and I could not reach the railway station on time and missed my train.
This left me with no choice than to take a separate car all the way to chennai which came at an exorbitant cost, in addition to the money lost for my train tickets.
I had the exact same experience 3-4 months back when I had to go to the Bangalore railway station to catch early morning train.
Now I realize that not only me, there are many people in Bangalore who have given similar complaints against Meru Cabs in Consumer Forums.
This only shows that Meru Cab is highly unprofessional and unreliable taxi service in Bangalore. Because of your disregard to perform your duty correctly, you have put so many passengers in inconvenience. Your service must be completely banned in Bangalore. I have lost a lot of money in this process, and you have to take the complete accountability of this.
I really want to know now from you how you are going to compensate me for the additional expenses incurred to perform the journey from Bangalore to Chennai by taxi which has cost me INR 7/- per km chargable for return trip and cancellation loss of railway ticket.
Complaint marked as Resolved
Verified SupportMeru Cabs Customer Care's response, Mar 20, 2015
Hi Dharshada, 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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