Contact Zum Support

As a driver, I hate this app. The customer service is horrible. I can never get an exact answer when I have an issue with a ride, my payment, etc. Expect to rarely get paid on time and wait literally MONTHS to get the bonuses that you are promised upon signing up. Expect parents to cancel on you when you are already at the pickup location and barely get compensated for it. Parents often leave unclear pickup instructions, and you are expected to wait up to 30 mins for a kid even if you have somewhere to be—like your real job for example. Why don’t they put a cap on the wait time so as to not inconvenience drivers and waste their time? Who knows! That’s just one of the many wonderful little surprises about this company! You have no way of contacting the child if you can’t find them, and parents rarely answer the phone if an issue comes up at pickup/dropoff. The pay for a ride is often too low because it doesn’t reflect real time traffic, so you could drive for 45 mins+ and only get paid for what showed up on your app as a “30 minute ride.” Zum is terrible and has a lot of work to do.

-Ride was cancelled 19 minutes before the pick up time with a brief text message that said that they might or might not pick up my 5 years old child. If parents in this circumstances go and pick up the child themselves and Zum driver still shows up, they still charge the parent and don’t provide a refund or any discount. Half an hour on the call with customer service and supervisor trying to figure out a solution was a waste of my time unfortunately. -Drivers are frequently late 15-20 minutes. According to their policy drivers are allowed to be 15min late, just be aware and plan your time accordingly. -App has lots of limitations and doesn’t allow customer to modify monthly ride even well in advance, even if it benefits the company. -Otherwise, it’s an excellent idea and much needed service! Hopefully they can improve their reliability, revisit their cancellation policy and communication process when driver cancels last minute, and improve user interface.

I entered my first ride 10 days ago and got a confirmation from their customer service that a driver would be assigned the day before. When I didn’t see a driver assigned the day before, I reached out to customer service who confirmed that this was normal and that the name of the driver may be released only the day of the ride. An hour before the ride, I still hadn’t received any notification so I decided to reach out again. I learned BECAUSE I CALLED that no one would be available to pick up my son. They said it’s pretty common because they had a surge of requests lately and drivers who keep canceling. I understand things can happen but not notifying parents that the ride is cancelled is dangerous and unprofessional. My son could have waited forever to be picked up...