| Address: Bangalore, Karnataka |
I had made a 9 hr package booking for the 31st of March 10 AM. This booking was confirmed few days prior to the journey by one Mr. Prashanth. At the time of booking, I had clearly mentioned that I need an 8-seater vehicle for this journey, for which Prashanth committed to me that he’ll be sending the same. My plan was to visit some places in Bangalore with my whole family, and Iskon temple was my first destination. Since Iskon temple closes at 12:30 pm, I planned to start at 10 AM so that I can reach the temple well in advance. On 31st of Mar 10 AM, the cab (an Innova) reached at the starting point and I realized that it was a 6-seater instead of an 8-seater. I told the cab driver right-away that I won’t travel in this vehicle since 8 passengers can’t adjust in a 6-seater. Immediately I called up the booking office and reported the problem. I told them that I want an 8-seater immediately because time was running out. In between all this, I had a conversation with Mr. Prashanth (who confirmed my booking) and he was trying to put the blame on me. He was telling – You only told to book an Innova. I blasted at him right away saying that my only constraint was an 8-seater. I didn’t ever mention any vehicle name. During this discussion, the call got disconnected. In the next call, another guy told me that he will be sending an 8-seater from Bommanahalli which will reach Electronic City within 10-15 minutes. I was so frustrated to hear this, because my starting time was running out. I demanded him to give me the new driver’s number, and I called him up. The driver told me that he will take another 30 minutes to reach my point. By this the time was already around 10:30 AM. In between this, I called up Akbar (Bangalore in-charge of fast-track I guess) and reported the complaint. Akbar tried his best to help me out but I didn’t have the time to wait for another cab, because I’m already half an hour late, and I didn’t want to waste more of the time with fast-track's service. My whole trip was screwed up because of this dirty service, and on top of that the new booking officer was trying to waste another 30 minutes of my time by sending a cab from somewhere else. I demanded action to be taken against Mr. Prashanth who literally cheated me with his carelessness. I suppose Akbar communicated this issue with Mr. Gopi who is the manager of Prashanth, because I got a call from Gopi within few minutes. I demanded the same to Gopi. I asked for strict action to be taken against Prashanth who played with me and my family’s time. Since I don’t believe this service anymore, I demanded Gopi to provide me the evidence for the action taken against Prashanth. Mr. Gopi told that he will terminate the employee, so I said – OK fine, but I want proof of the action. If it’s a termination, then I want to see the termination letter. Gopi committed me the same saying that he will send me the proof by EOD to my personal email Id which he noted down. Since I didn’t find any email from him, I called him at 8:54 PM. I asked him about the same and he told that he was at home. I told him that’s not my concern, I called up for getting the proof of the actions taken regarding the complaint. For that, he replied that I should come directly to the office and meet him. Why should I meet him and who is he to me? I told him directly that I have lots other work to do and I waste my time by coming to your office. I will still tell that because, as a customer I feel like cheated because of your so called timely service. Please be noted that I didn’t abuse Mr. Gopi, because I know how to respect an individual. This is where Gopi showed his true face. He started abusing me directly by calling me bloody. I lost my temper levels and blasted at him and disconnected the call. I immediately called up Mr. Akbar and reported this. After that, Gopi again called me and started threatening me by asking me what I can do him. I told him directly that I will complaint this and make you regret for this. He replied – OK, you do whatever you can. I’ll see.
After some time, he called up again and started speaking decently, thinking I’ll forgive him. But I don’t have to forgive some filthy guy who has abused me. He then ended the discussion committing again that he’ll send the termination letter by today morning. I checked my inbox today morning and as expected, I didn’t see any email from him. At this point I called up the complaint floor in-charge officer Mr. Jeethu, and reported this complaint to him. Jeethu then told me he will call back after discussing this with his seniors. He called back and convinced me to forgive Gopi. I too was ready to forgive Gopi for his actions if he apologize. Gopi then called me up for an apology. I told him the same thing again – I want proof of the termination which has been done. He told me that he will send me the proof by today 4pm. Again as expected there’s no email from him, and that is why I started writing this email. There’s a limit to forgiveness, and my tolerance limit has been crossed. I see no reason to forgive Gopi for his actions. These kind of employees create a crack in your foundation and brand value. After all this, some Srinivas called me up and confirmed me that Fast-track won’t be able to disclose any kind of internal communication to a customer. Well in that case, I’m pretty sure that he was trying to convince me by saying some fake explanations. Even I’m servicing corporate clients and if there’s a mistake from any of my employees, I will keep my client in the emails to prove what all actions I’m taking against the employee. My only demand is – I need to see clear evidence of whatever action is taken against Prashanth and Gopi. To this, Srinivas replied –We’ll not be able to disclose any communications to you, you can proceed with whatever you want. He was also telling me to stop using the services from Fast-track and forget this incident. I don’t want his suggestion for that, and I know which all services to opt for. This clearly shows his attitude against a customer’s dissatisfaction. He’ll be thinking that even if he loose one customer he can live with that.
These guys are going to lose a lot of customers because of managers like this. There are other cab services who value their customers a lot. I request everyone not to take Fast-track cab services - not at-least in Bangalore.
Aug 13, 2020
Complaint marked as Resolved 
Steve here from the Customer Relations team. Always here to help!
Thanks for bringing out your concern, we understand we may not be perfect, but we always strive to make things right for our customers. We apologize for the difficulty you have faced and we want to reach out to you. Could you please share your contact number or email id, so that our team can contact you.
We take pride in our customer service levels. Customer satisfaction is our main goal, and we go the extra mile to ensure our customers are happy. In case you wish to talk with our Care team, please call on[protected].
Sincerely,
Steve