Why You Should Never Book Myles Cars
One of my biggest regret this year is to book a self-drive car from Myles for a weekend trip to Mahabaleshwar with my wife. My mistake was to not look at the reviews of Myles before booking. I had a pathetic experience and it was not only me who had this experience but every other user on the internet. You can read more reviews at Quora, Play Store or Mouthshut.
My Experience With Myles
Prior to booking, I was comparing Zoomcar and Myles, both services had around INR 700 difference (Zoomcar on the higher side), hence I booked Myles. However, it was not transparently mentioned that Fuel is not included in this cost. This first shock I received was when we were delivering the car. We had to spend another half an hour to get it refueled, which almost cost us INR 1700. The only mention is the small light gray fonts while booking, which I missed. It was nowhere else mentioned that fuel is not included. Be it the Booking Email they sent or their T&C.
Another shock was received after returning the car — the dealer of Myles called saying that there was a scratch on the car and they are deducting INR 4000 as per company policy. He whatsapp-ed me the pics of scratch and closed the booking with the remaining security deposit refund initiated to my account. On contacting customer care, they informed me that it will take 24–48 hours for them to investigate the matter and get back.
I was patient until then, however, I soon started realizing how there are big structural issues in the company, how they are not at all customer centric and how they want to make as much money in short-term by unethical means. I have tried to keep my grievances below in as factual manner as possible:
1. The investigation by their customer care agent was one way
During the 48 hours of their investigation, not even a single person called me to ask about my thoughts. I had various points in terms of whether the damage of pre-existing and earlier report I had of the car.
2. The cost of damage was not taken into consideration
Hope you notice the issue. For a car that has run more than 1 L Kms and has multiple dents and scratches in the same area, how can an additional scratch be assigned to one customer as a damage? Also, repairing a scratch in India would never cost close to INR 4000.
3. Damage invoice was not transparent
They have only mentioned Damage Charges in the invoice without any details like if it was a scratch, a dent or a breakdown. Also, why should there by CGST & SGST on damage?
4. Polite and timely response was not provided
The response provided by the customer care was not within 48 hours but almost after 60 hours. I was in a meeting when they first called and hence asked them to give the callback, which of course didn’t happen. After that, I called twice to talk to their customer care representative, but they said their investigation officer will callback — and to no surprise, there was no call.
5. No escalation matrix or grievance mechanism provided on their site
I did not want to write a blog or defame them on social media, however, after multiple searches, I found no escalation email id or phone number. The Contact Us page has only one phone number and email id.
Since there is no other option, I intend to inform all my friends out there to at least think 10 times before booking a service from Myles Cars. If someone could help me with their escalation matrix or any other consumer resolution forum, I would be happy to take this matter further. INR 4000 is not a less amount to just let go.
I hope Myles improve their services and become a fairer, more ethical company that is customer friendly.
