ekar 17+

Cars are fine but customer service are an absolute joke

It’s a typical situation where when it’s fine it’s fine but the moment you need any kind of support they will take any and every opportunity to extort you for as much as possible.

I needed to fill the petrol up before the booking ended or else they charge you double or triple what it would normally cost to fill petrol in ‘admin fees.’ My booking was about to finish so I called to say I need 10 minutes to go to the petrol station and I’ll end the booking. The response was that it will charge me for another day. I said I don’t want another day I just want to fill the petrol and they said tough luck if you take longer than the booking time you’ll get charged for an entire day and no exception can be made not even for 10 minutes! There wasn’t even an attempt to help, just happily preparing to charge silly fees for anything possible.

In another situation I got to my car that I had just reserved and the battery was dead. I called and they said they will send someone. They made me wait an hour and the person arrived without keys. I told them I couldn’t get into the car because I had just booked and the car wouldn’t open and they sent someone without a key. Rather than apologising they said it was my fault for not booking another car instead of waiting. No accountability and no attempts to rectify their mistakes.

Genuine disgrace.

Needs to improve customer support

I’ve used the app multiple times to rent on a daily basis, and it’s worked effortlessly. I needed to rent a car for 8 days. So I called to say I wanted one for just over a week, but when I click on the option it just says 7 days or 1 month. They said to rent for 1 week and then on the day it’s supposed to expire, to extend by 1 day. I specifically asked them if they were sure that I could extend for only 1 day at the end and that it wouldn’t be for 1 week, and they confirmed that I could. When I eventually went to extend after the week had passed, I was told that I couldn’t extend by 1 day only, and that it would extend it for 1 week because I had subscribed through their subscription model rather than their other one. No mention of this when I had called to clarify all of this prior to renting the car. And obviously no solution was offered despite their miscommunication other than for me to go return the car and rent a new one for 1 day. Disappointing service.

Overall good just not enough cars

With these kinds of services you really have to go big or go home. Having not enough cars means you lose customers at the beginning because it just isn’t practical to get taxis to cars.

The customer service is great, the cars are looked after but there are just so many times when there isn’t a car anywhere near you. Also it seems like some users are taking the cars to far residential places which aren’t very accessible. These cars should be moved by team members back to more central locations to ensure fair use.

I would love to use the service more but it’s rare I can find a car near by.

Developer Response ,

Thanks for your feedback. We are always updating our app to add new features and to ensure the best possible in-app experience. We understand your frustration. We have also added more cars on our fleet and placed them on central locations all over the emirate. Thank you for your patience!