CONSUMER COMPLAINT:
MERU CABS – DON’T RELY ON US
REF: ADA 45365
I had on a few occasions used the Meru Cabs service and on finding them prompt, the fare reasonable and the driver well behaved, continued my patronage. Good things seem to last only a while it would seem. On the 23rd of March 2010 I booked the can for a trip for the 24th morning at 9.30 am from Mahindra Park, which is near BKC at Ghatkopar West on the LBS Marg. The call centre confirmed my booking and send me an sms. However, at 9.00 am around 30 minutes before the car was to show up I was informed that there was no car available!!. There was no attempt to even look at any other alternative, though the employee agreed to call me back in ten minutes after checking with her seniors. This did not happen and as went outside to hail a cab, I saw a Meru can driving by without a passenger, I flagged him down and showed him the SMS upon which he agreed to take me to my destination! His response was that he was free from 9.00 am in the morning till 9.14 when I boarded his vehicle and that no one told him of any passenger. However at 9.15 am just as I took his vehicle he received a call for a passenger waiting for him at Ghatkopar Station which was easily 30 minutes away given the traffic!!!
I called up the helpline numbers to ask for an explanation and I was told they would revert only after three days!! The mobile numbers given of Meru employees who are supposed to handle complaints were all switched off.
One shudders to think of what the scenario would be if one had to catch a flight in the morning hours and this happened with the reliable and lowly black and yellow cabs not in operation!!
This is issued in public interest so that less number of people make the mistake of “relying on Meru”!! I have no idea how they operate their systems and how this complaint will be handled. It seems they have the backing of political heavyweights and with no competition in the fray, do pretty well as they please!!
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