I booked a car for my family vacation(I, my wife and my 12 years old kid) from 27 Dec’17 to 1st Jan’18 from Guwahati(Assam) to Kaziranga National Park to Shillong(Meghalaya) to Guwahati return trip(Booking ID S1217-3670526). I requested for a mid-size sedan like Etios and the customer Care executive(Ankur) told me that 99% I’ll get a Etios but just 1% I may get Dzire. With all my surprise, the next day morning I got a Dzire.1% became 99% chance! The driver(Ali) vehicle number(AS-01-FC-3777) was there on time but the driver became impatient and called me twice when we were taking more time to start the tour(this was a vacation so obviously we were not so punctual on time). After sitting in the car we found the car is more than 10 years old(258116 is Odometer reading). Then slowly we discovered the power windows buttons doesn’t work(only works from the driver side), the car has suspension issue(shakes like hell if the speed exceeds 80 Km+), Worn out Tyres, Out of Alignment and the Gear box has issue(1st & 2nd Gear doesn’t work properly). We stopped for lunch and my wife was taking out something from the boot and all of a sudden the boot cover came down on my wife’s head and she was just lucky that it was a hard hit without bleeding or any internal damage. We thought maybe it was an accident and we continued our journey. The next day the rear tyre got punctured but the driver preferred to take the tyre to a puncture shop instead of using stepney(a brand new tyre at the boot) and we waited under the hot sun for almost 40 mins. On 3rd day morning, I was keeping the strolley in the boot and this time the boot cover came down again and it hit my nose and I got a real bad injury and I was bleeding profusely. We realized the boot cover is loose. A vacation became nightmare.
I called up the customer care(Puneet) and I told the entire situation, the car condition and I asked for a replacement car but what all he did that he made a conference call to their local Guwahati office(Sanjeev Jain, later we found he is just an agent and not Savaari employee) and this guy Sanjeev charged me with extreme displeasure why I didn’t inform them all these on day 1! The solution was provided that I can release the car after paying 14K something. That was a real surprise.instead of asking me to go to a doctor I got a solution that I can release the car because they don’t have any replacement car.
We went back to our hotel room from mid-way(we were on the way to Cherrapunjee) and discussed and I enquired couple of car providers for car but as it was year-end so all providers denied to provide any cars because of high tourist demand. So I had no other option but to continue the same car and called-up customer care and told Puneet that we will continue the car but I’ll deduct some money because of the car condition, he agreed.
On 1st Jan’18, around 8.00 pm I released the car in Guwahati after paying Rs. 20000(Deal was for Rs. 21593) and informed the driver Ali that I don’t have any issue with him, I am deducting Rs. 1593 for the car condition and he must report it to his local office. I also called up the customer care and informed to Amit. Then the real drama started, the driver called me several times and I started getting SMS from the agent Sanjeev that I must pay full money to the Driver otherwise I have to face severe consequences. I called up several times to Customer care and informed Amit and another guy that please inform your local office and the driver to go back from the hotel but nothing helped. The driver wanted to enter my room but fortunately we were staying in a good standard hotel so hotel people didn’t allow the driver to come to our room. Then the driver called police and the police came to our hotel and called me at the lobby. A civil dispute(rental contract dispute) became like criminal dispute and I had to face the police infront of other guests of the hotel like a criminal. I explained everything to the Sub-Inspector and paid Rs. 1600 to the driver because I was worried for my family and my kid’s mental condition and the entire safety situation.
The Customer Care was just worried about the money and they had no control over the driver. The local agent Sanjev’s behaviour was like a local goon. I reported many times to customer care but what I got all time "Sir, please pay the rest of the money" and they were less bother about driver’s aggressive behaviour, police interference and Sanjeev’s threats.
I made a deal with savaari.com but I realised it was all about local agent and the driver who are actually controlling the situation. This company has no business ethics, a fraudulent company with a pathetic sub-standard customer care.
I suggest never ever use Savaari’s service anywhere in India.