Drivezy — Ref: Booking PNR [protected]

Address:	Bangalore
Website:	m.drivezy.com

Dear team,

With utmost dissappointment I would like to bring to your notice the complete experience of my latest booking with you. I had booked the car for a trip from Bangalore to Tirupati(240 Kms) and I do have video recording of each and every instance explained below.

On 9th Sept 2021 10:20 pm we reached your fleet at Agara, Koramangla, Bangalore-560066. The fleet manager there first refused to handover the vehicle as the booking started at 10pm, and we were late by 20 minutes. Later after multiple requests, he checked the vehicle's condition and finally handed it over to us. Initially they mentioned that the tyres have less pressure and hence we might feel a bit disbalanced and we can inflate the tyres at the nearest bunk. The nearest bunk was 8kms away. After inflating the tyres we got to know that there was a puncture which again took us 30 mins to fix. Then after covering some distance we could still face a disbalance. We found out that the front right side tyre was completely wornout and it's internal wires could be seen. We immediately replaced the same with the stepeney. But our suffering didn't end there. The stepeney tyre which we had fixed int front-right side, was of larger size as compared to other tyres and was therefore touching the body of the car whenever there was a hump. By this time we were out of the city and stuck somewhere near Kolar. We then interchanged the position of the front right side wheel and back right side wheel, as the backside had more space comparatively. In between all these hussle the car wasn't self starting because the battery connection was also loose, which we again got fixed. In between I had made multiple attempts to reach out to your customer care through call as well as chat, but no response. And since were midway already we preferred continuing the journey with a limited speed of 50-60 km/hr. We somehow reached tirupati 5 hours late than we were supposed to reach at. And it was for sure that with this condition of car we can never make it back to bangalore in time so we had extend our booking period for another 10 hours.

We searched and called multiple mechanics in tirupati, but no one turned up as the shops were closed for Ganesh Chaturthi, else we could have replaced the tyres in the start of our journey only. In between I still to reach out to your customer care, but no respose. I reported accident as well to the customer care with a hope that someone would reach out, but no one reached out to me which is really unethical.

Then while returning again somewhere 20 kms from tirupati, the back left side tyre went flat as it was completely worn out. We had to get it replaced with the stepeney(which was partially worn out from before). Then we started slowly and on our way we kept searching for either puncture shop or a garage for a permanent fix.

Somewhere 20 kms before Chitoor, AP, we got another flat tyre and this time we literally had no one to reach out as it was complete dark and nothing could be found between 10kms from there. We made multiple attempts again to reach out to your customer care, but as usual no one from your team cared. Luckily I realized that we had made a GooglePay payment of 5000/-(Security) to your fleet owner Mr. Pradeep Hiremath, and went back to search his no. in google pay. I called him and he was apologetic but helpless at that point of time. He confirmed that whatever is necessary at that time we should do it and Drivezy will re-imburse it once we provide the bills. As the place was completely dark and scary we reached out to highway patrol @1033 and asked for help. They immediately provided us protection barrier within 30 minutes. However it took them another 2 hours to arrange a tow vehicle. Finally we had to tow the vehicle to Chitoor city. The patroling officer on duty helped with few contacts who could provide us with tyre replacement at that time. Then we purchased 2 second hand tyres, fixed the allignment issue, and covered the remaining distance a bit peacefully.

I'm sure all your vehicles have to undergo maintenance in your fleet manager's supervision, then how could this vehicle be missed? And if at all the condition was known to the fleet manager, why did they handover the vehicle to us in the first place. Feels like a setup or a way to exploit customer. If you look at my previous booking history, you'll know that this has been my "THE WORST EXPERIENCE" with Drivezy.

So I hereby request drivezy to re-imburse for the following instances:

1. Extension cost of 1260/- which could have been avoided if the vehicle was in ok condition.

2. Vehicle tow cost from Ranganpet to Chitoor: 3, 500/-.

3. Wheel allignment: 750/-

4. 2 tyres replaced: 2, 800/-

5. Puncture repair: 100/-

I'm hereby attaching the bills for your reference.

Also please share the cloud link where I can upload the videos taken for each and every instance as the same can't fit in this email.

Note: Your team didn't stop there. I picked up with 10% fuel and dropped with 20% fuel, however your team has mentioned 5% fuel at drop off and charged me extra with a lack of empathy. I'm hereby sharing the pick up and drop off pics taken by me, of the odo & fuel meter.

Regards,

Ashis Kumar
+91-[protected]