This experience was a complete failure and has shattered my trust in the service. I initially booked and paid for a vehicle that the app claimed was about 700 meters away, but it turned out to be 18 km away. I immediately tried to contact the support team but couldn't get through. To proceed with my move, I had to arrange for a second vehicle. I spent around 45 minutes on public transport to retrieve that vehicle and started driving. Soon after, I discovered that the left rear wheel was completely locked. The car was unsafe to drive, and I nearly lost control. I was stranded for over an hour in –10°C weather, outdoors with my dog, relying on the help of strangers to get free. When I finally reached support, I was told I would be compensated but was directed to sort the issue out with the vehicle owner myself. The owner initially ignored me, and when he finally responded, he was rude and insisted I contact a towing service myself, despite the car being unusable and the issue clearly not my fault. Support later promised credits/points and taxi reimbursement for a redo the next day. However, I received: – no credits – no confirmation regarding taxi costs – no follow-up at all, even after escalating the issue in writing during business hours. I had already taken a full day off work, lost an entire moving day, and found myself in a situation where no one took responsibility. The worst part isn’t just the broken car — it’s the complete lack of response, ownership, and decision-making from the service when something goes wrong. This has been the worst customer service experience I’ve ever had. When everything works, it may seem convenient — but when issues arise, you are completely on your own.
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