This experience was a total failure and has completely eroded my trust in the service. I initially booked and paid for a vehicle that the app indicated was about 700 meters away, but it was actually 18 km away. I immediately attempted to contact the support team but couldn't connect. To continue with my move, I had no choice but to arrange for a second vehicle. After spending around 45 minutes on public transport to collect that vehicle, I began driving. Shortly after, I discovered that the left rear wheel was entirely locked. The car was unsafe to operate, and I nearly lost control. I was stranded for over an hour in –10°C weather, outside with my dog, relying on the kindness of strangers to get free. When I finally contacted support, I was told I would be compensated, but I was directed to resolve the matter with the vehicle owner myself. The owner initially ignored my messages, and when he finally responded, he was dismissive and insisted that I contact a towing service and manage the towing myself, despite the car being inoperable and the problem clearly not being my fault. Support later assured me of credits/points and taxi reimbursement to redo the move the next day. However, despite these assurances, I received: – no credits – no confirmation regarding taxi expenses – no follow-up whatsoever, 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 accepted accountability. The most frustrating part isn’t just the malfunctioning vehicle — it’s the total absence of response, ownership, and decision-making from the service when issues arise. This has been the worst customer service experience I’ve encountered. While it may seem convenient when everything runs smoothly, you are entirely on your own when problems occur.
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