Zoomcar Complaints & Reviews

On nov 12th i got a baleno from zoomcar delivered to my hotel in chennai (Trip id jps66lkj5). The car looked like as if it had been through a long dirt road and even the door was not automatic. But it served the purpose. I returned the car on 14th. Somewhere in the middle, an auto touched the left rear door and left some scratches. The person who took my car found some scratches on the left rear door. I looked up http://www.zoomcar.com/chennai/damage_charges and was ready to pay the bill of 1000 rs (One door multiple scratches for baleno). But, the person who took the car from me told me on whatsapp that the bill for multiple scratches is rs 8000 and he added only rs 6000 out of kindness! I shared the link (http://www.zoomcar.com/chennai/damage_charges). And then he brought the bill down, but still to rs 4000 but not to rs 1000.

The zoomcar person essentially agreed that the type of damage was 'multiple scratches', but just that he will be charging me arbitrarily but not follow the damage charges on the zoomcar website!!! This is literally the definition of extortion. I wrote an email, but got a canned response.

This is the first time i rented a car in india. I am horribly shocked at the lack of professionalism. Hope the issue gets resolved at least here.

Dear sir/ma’am, i mr. L v sandeep, i’ve planned a trip with my friends & i choosed a self-drive car i went with zoomcar it was a very first booking with zoomcar booking id: jps66j61r i’ve booked a car xuv 500 for[protected] &[protected] instead of that xuv 500 they have replaced it with tata hexa & when i went for picking up the car, it was in very bad position like it don't have horn, it is very dusty, back tyre is tone, one door will not work from inside, have some dents scratch's also and we have shared some of the pics also to them and while traveling the tyre got busted on[protected] around 6/7am and we tried changing the punchered tyre with stepney but the stepney is already in puncture then we took both tyres for so far distance of 3kms by walk and made punctures of it but the technician declared that they are not in condition of getting punctured still he tried and made puncture and we installed the tyres but they failed so we called up zoomcar many times in 15-20 minutes time frequency and intimated them same the customer care executives had requested us to wait for 15mins they where repeating the same till evening they had failed in helping us in assistance latter by there suggestion only we intimated them and left the car as they said and came back home in a difficult way. And now instead of giving me compensation and refund amount which i’ve paid while booking & they had bluffed us & spoiled our whole trip by giving an un-conditional vehicle in last moment where as we don’t have other option to cancel they said vehicle which had been given to us now they are charging me & insisted to pay back the damage charges of bill rs.3867/- and this is not the service am i expecting from zoomcar i would request you to take serious action on them. Please do the needful.
Thanking you.

L v sandeep.
[protected]
Sandeep. [protected]@gmail.com

I booked zoom car for 25 hrs for the 1 st time, it was ford eco sport, there was some scratches and severe damages in the car when i received te car, i did take a video of that in the night when i got delivery... After that when i returned the vehicle they said that those damages areade by me and charged me 7000!!!... I sent them the video... But they are not accepting my argument just charged me this amount... I dont know what to do... Worst experience with zoom car... Why should i pay for the damage which was not made by me...

I booked a zoom car (Ford figo) from coimbatore to travel to theni and return the car the next day. I had already paid for entire trip (3498) including the deposit (2999). So a total amount of 6458. I went to pick up the car. It was in a pathetic condition (Not washed, th here was sand inside the car, fully dust). When we pay so much we expect some kind of quality. There was no option to cancel that booking saying our trip has already started. The customer care number doesn't have any option to cancel our booking or ask for a different car. I have given a feedback regarding this to zoom car people. So the option we were left with was to unlock the car start the ride and then return there. We did not move the car. But still we were required to wait for atleast 30minutes to opt for returning. Again a huge waste of our time.

Firstly our plan to use that and reach our destination got spoiled. We had to look for an alternative mode of transportation
It was a huge waste of time and most important i dont get the money refunded. Only the deposit is showing to be initiated for refund.

I sincerely feel they should up their standards. The car did not even have a zoom sticker. And i rewuesy a full refund of the entire amount paid for all the inconvenience caused by zoom car.

I booked a zoomcar on 11 oct 19. I started my trip and after 1km car stopped and not strating. I raised a complaint and contacted customer care. Customer care representative asked me to leave the car at the breakdown location and locked the car. They cancelled my booking and refund was about to credit on 22 oct 19, 04:20 PM. My refund still not credited. I raised complaint 4 times and every time i m getting the same reply on mail.the reply is..

"Hi satendra Singh Jadon,

Your booking JPS6X6LWA is now complete. Hope you had a great trip!

We will quickly validate any re-imbursements or charges on your booking. This will help us calculate and process the refund due to you. We want you to know where your money is, so we will send you an email once we have settled your booking.

Regards,
Team Zoomcar"

Pls take necessary action and refund my money at the earliest
Thank you
Regards
Satendra jadon
Contact-[protected]

I booked a car from zoomcar on 7/10/19 from 2 pm to 11 pm and i've following complaints regarding their service.

1. I did not receive location of the car till 2:15 pm which
Was given to me after calling them twice.
2. On reaching the location the car was not there and
The support executive also wasn't able to locate it.
3. Finally found the car at some other location at
3:15pm and started the trip.
4. The car broke down after running about 120kms
Around 7 pm.
5. The support executive told us to wait till the vehicle
Get towed without providing any alternate vehicle or
Any further accommodation to way back.
6. We were deserted by zoomcar in the mid highway of
Mujjafarnagar at 9:00 pm after the vehicle was taken.
7. The support executives were insensitive to our
Problem denying any kind of help or support stating
That they can't do anything else.
8. When i threatened to file a case against them the
Executive said that they will provide full cooperation
With full refund and compensation for their inability
To provide accommodation for way back.

Now they have provided me with the refund of just ₹913 (Total of ₹2413 including ₹1500 for fuel reimbursement) while the booking amount was ₹2054.
And when i called them back they straight away denied to help saying that this was all they can do.
While in their policies it has been mentioned that in case of a breakdown in which the person who booked the car is not responsible the company will provide the full refund of the trip. I've attached the screenshot of that.

Booking id:- jps66k170

I have not received any refund for booking id - jps6xg8xh, jps6xg837, jps6xg8lf and jps6xg8ul for over 2 months and not getting any proper support from the team.
The total refund is 15038 inr. As it is a huge amount i want necessary actions to be taken so that i can get my refund as soon as possible.
After repeatedly mailing i just get replies that they have processed but they fail to provide me with the uti (Unique transaction id) for each refund they made. I just want my refund, also i don't get call support from zoomcar which is very bad.

1st email response.:
Hi, i found false daamage charges of 10k pending on my zoom car account. The vehicle was returned the way i took it from the place it was alternatively allocated without an executive. I just drove for 30 kms against 50kms which i have booked for in a safe and secure manner. Seems like insiders are working for car owners in benefit of the already damaged (Multiple damages as per images already uploaded) with 65000+ kms driven vehicle. The life of the vehicle is close to an end. \i wanted to meet the owner of the car, supervisor of the shift, inspector who reported so called interior damages, fleet manager to discuss and take the matter ahead. I don\'t mind speaking my friend greg moran. Charge of 10 k is falsely levied and no one calls me to talk about this. Handling via email.
Seems like this has become their daily routine.

Zoomcar responds:dear praveen kumar rapolu,

Thank you for writing in.

We understand that you are disappointed about the damage charges levied on your booking. We request you to go through our policy for charges here:
https://www.zoomcar.com/policy#feePolicy. for the charge against damage type click https://www.zoomcar.com/damage_charges and select the booked vehicle from the dropdown.

Should you feel that the charges added are not according to the policy or/and you claim it to be a wrong charge, please write back to us attaching the images of the vehicle with properties of the image and we will re-validate the charges for you.

Regards,
Team zoomcar

Second email response sent:

Omg!!! What the hell is happening.

What are you up to.

All the damages were already highlighted in red before proceeding with the ride not allowing me to upload any further images on your very app.

After the completion of ride i even approached your help center to inform that there are errors uploading pictures and asked to check him if atleast the fuel bill is uploaded as a refund was expected out of that.

You can investigate all the records of the vehicle no 4112 whether or not any or all damages are old or new. The vehicle is driven 65000 kms. If it's an app error all those images in the previous booking of the very vehicle might be existing.

This is sheer lack of responsibility in keeping up with the records of your fleet, vehicle condition, zoomcar application and unproven ununthorised way of disbursing and receiving of booking without an executive at the slum locations.

I usually choose bomma vallu to pick it from hotel ibis.in fact i received the email for the same location and then changed to slum.

I would have settled this then and there with executive help. I handedover the vehicle as it was when received.

All the proofs will come on its own when the issue is further investigated from the previous booking. Being loyal to you since so many years, you have given me a good prize.

I need a response from mr. Moran.

Zoom car still not bothered to call after 12 hours of this email

I had a booking of Tata Tiago from 14th October to 15th October, midnight I got the call regarding car being not available and they changed it to Creta. I took the car did a check and clicked the photographs and completed my journey on 14th itself. When completed I did get a text that trip has been completed and the inspection will be done and any outstanding or any charges will be charged within 24 hours. After 24 hours I got a texts that my booking has been completed and there are no outstanding charges (which is ofc received after the inspection done). The story started from here now on 31st October i got a text that outstanding amount of 10000 is there. I called customer support the told me charges were valid and they won’t wave it off.
Now to be clear
1. The inspection was to be done within 24 hours of periods which I got that text that there’s no outstanding.
2. Your vehicle may have been booked or used by zap executive in those 15 days which leads to they must be responsible for the damage.
3. Your vehicle wasn’t taken from the hub it was parked on road, which certainly I am not responsible if any damage is done in those 15 days
4. What if it was all planned you changed the booking and applied all charges to me and the underbody damage was already done before I took the vehicle, ofc there isn’t any option to upload underbody damage or your company has any policy for so.
5. I went through your damage policy there isn’t any damage fee for so.

Your customer care executive simple told me “sir apki zimedari hai car ke niche dkh ke leke jana tha” how will I roll down to some vehicle and check that too 5:00am in morning. Atleast train your customer care to do sensible talks.

I have all the messages, mails and photographs of the vehicle, if I keep going through the problem you are providing me with I’ll simply file a case in consumer forum.
Go check the history of my account how many bookings have been made and this is how you treat your prime and super miler customers.

Booking Id: JPS6X6XWR

My name is manu paruthi. I want to narrate to you a series of incidents and then seek advice/ redressal to my grievances.

I booked a self-drive car for self and family through zoomcar at hyderabad. One of the reasons for taking this option was that my wife had a mild sprain in the lower back and we didn’t want to get into the hassle of booking cabs and the waiting involved while we were at hyderabad. The details of the booking...

Dear all, we have multiple apps in the market to purchase or to place any booking. So a first-time user who doesn't know anything about the refund rates is approaching the zoom car and he made a booking. Next day morning he wanted to cancel the same because of certain issues and that time he is getting a shock that the refund amount is 50% only and the cancellation charges are 50% if we do the cancellation within 24 hours. This is agreeable but i have not notified about the charges at any point while i make a booking. The app should show what is the refund amounts at various stages while placing the booking which didn't happen. 20% cancellation charges are agreeable but 50% is really pathetic for their service. We need to pick up and drop the car putting out efforts after all these they charge 50% cancellation fees?

My point is clear the poor app doesn't notify about the cancellation charges while i made the booking. If i would have notified i would not have made the booking. If it's in person the agent will say about all the things since its online app should show the details to the customer before they make a booking.

The worst part when we raised this genuinely all the customer care agents says that we need to read the agreement and policies available on the website before we place the booking. What world they are in? Even when placing a booking they won't read such things on the websites so come on to the real world people.

I got only 50% amount and need 30% more of the amount which is rs 260. Kindly made this to me.

My user id: [protected]@gmail.com
Booking id: jps66i1bt
Booking made on: 27th october

By booking id is jps6x9hwb. I booked car mainly based on pickup point, i chose near to mgbs busstation hyderabad, pickup time is 7 am. To my surprise when i arrived the pickup point is somewhere inside old city where the roads are narrow and gps location was not routable. I wasted 2 hours in locating the car, i did not have choice of cancelling as cancelling at the last moment i had to loose money. I had dropped car in mgbs bus station. For this hey charged around 3000/- and its very bad practice as you changed location without my consent. Had i been informed about its location, i would have rejected outright, and would have made alternative arrangments.
I got a recovery notice for rs 4200/.. I am ready to pay execess km charge.
Zoom car, please revert those charges, location charges as this is your mistake.

Hello, i'm seyieletuo usou and im a regular customer and i have being blacklisted i don't know the reason, i have book 5 times from zoom n my phone hangs alot so i have reset my phone n created a new account with same dl and i have being using and after one month i bought new phone so i have created a new account and they said i have been blacklisted and i cant use their service. Please can you guys help me out and solve this blacklisted...

Date of incident : 18 - october - 2019
Order number : jps6xbl88

Dear consumer complaints forum,

This is a complaint against zoom car for charging us unnecessarily despite there being no fault from our side.


We had booked hyundai verna numbered ts07uh1342 for 3 days starting from 17th at 9.00 p. M and started our trip on 18th oct at around 1:00 a. M.
Few hours after we started the journey in less than 100 km at around 3.00 a. M we had a trouble i. E., some noise originated from engine so we stopped and contacted zoomcar customer care when one of the personnel had asked us to continue with the car and informed that there wouldn't be any problem. This is when we saw that there was no oil in the engine, so we filled the oil as directed by the customer care at a nearby petrol pump bearing the charges.
We even told him to change the car but he refused to do so.

Some time later the problem occurred again constantly, so we pulled over and opened the hood (Bonnet) and saw that there was oil spillage from the engine. So, we contacted the support again and handed over the car by parking it in a village and told the customer care executive, who locked the car. They did not arrange any alternate vehicle or cab so, we had to bear extra charges for our travel apart from the charges paid for zoom car booking. The customer care executive while handing over the car confirmed that we will be given the full refund after checking the car.

Now, we have been charged with rs.2, 00, 000 for a no fault from us. We had payed rs.26, 000 for the car (Fuel & oil charges) and we are now in demand for the refund.
We have complaints against zoomcar as they have provided a faulty car and urge them to know the blunders they had created due to which we have to incur loss for our trip (Travelling & hotel charges).
We faced a lot of problems due to this breakdown of the car as we didn`t get any transport from there and had to travel for 22 hours for 10 hour journey.
When the executive told us that they will provide the car servicing history, but they are now saying it is interal and will not be provided and they had made false promises and are now neglecting.
As the zoomcar calls are recorded for training and quality purposes, please check the call recordings in order to verify the details

We contacted their customer care frequently & communicated over twitter for refunding our amount, but they deny any fair resolution for this.
Kindly resolve this issue as soon as possible.

Thank you

I have to get more rs. 360. The vehicle didn't have 10% fuel, check the image attached, it had 7% fuel,, which when i clicked on it, it didn't let me enter the same number (7) again, the minimum that can be entered was 10%, so i entered 10 %, you can check this in your app. And also i don't know what mileage that car would give in that condition, unserviced, can be seen from the condition of the car, check the images, also car is driven within the city so obviously fuel will be consumed and that is the reason we opt for with fuel and didn't go for no fuel vehicle. I got the car after talking to your support 5 times, you guys changed two cars. Originally i booked swift automatic madhapur location before 4 days, which you guys told me that the car is not available just before 4 hours of the pickup time and then left me with options which had other cars and another automatic far from my location almost 7 kms, in city 7 kms is too much, (You will give cab money but who will give time), which when i reached the location found that the car had damaged front bumper, red color car. After which i contacted you, asked me to upload the pics, and then i waited and after discussion i was given this car again in another location, i again had to travel to that location and pick this car which was with almost no fuel and in very very dirty condition. But since i had plans that day i had to take it as no other option and i managed but was extremely disappointed. I had to contact you again and had to car wash and refuel it, i have bank receipts from which i paid the fuel bill and the also the fuel bill, you may check with the petrol pump, it is a famous pump within area. I aint doing any fraud here nor want any extra money. I'm just asking you my money. I refueled your car and i should get my money. I have booked car with fuel and driving in city can consume fuel. And also i have driven 70 kms. Mileage also depends upon the car condition and also the fuel guage shows 10% differences of the fuel which can't attribute to exact measurements which you are talking. You should check the customers travel history with you before denying completely to help something which is 100% genuine. Money is hard earned and we travel with you bcz of trust and your guarantee to support but such behaviour defenitely discourages us to go with you. There are many others in the market. I don't have any need to threaten, this is a suggestion and a request from one of your users which well wishes you. Its just around rs. 400 but that is not the thing, it is the trust which breaks. I hope you would check into this and help further.

Hi,

My trip booking id is jps6xnsk1. As i had to cancel the plan due to rain, i have cancelled the booking on 16th october and the app said the refund amount of rs.7170 will be initiated. But the amount is not refunded even after 3 weeks. I have tried calling the customer care number and tried sending emails, but i did not get a response. Please help with the same.

Thanks
Rathish

Dear team, i have sent a detailed e-mail with all my queries on 30th oct 2019 at 7:58am form "sravankumar. [protected]@gmailcom" to '[protected]@zoomcar.com'.

Please see the details below (Coping email content)

Dear team,

I had a trip strted on 29 oct2019 and completed on the same day. Booking id is jps66iwp7.

There is an out standing amount of rs426, which was due to late return. This is wrong projection. I have few issues related to this

1) the car is supposed to be delivered at keys hotel, hosur road (Pls check the screen shot attached). But, when i reach keys hotel at 6am,, i realized that location is changed. So, i took a auto to reach the new location paying rs 200. The car location was again showing wrongly. I called the call center and they gave me coordinates then found the car at 7am.

1) dealy isse: this 1 hour dealy is zoom car service mistake. Please pay me late hand over charges and auto charges of rs200, for changing location. So, i should get 426+200=626 rupees. Please arrange for refund as soon as possible.

2) fuel issue: in the beging diesel was 15%. At the time of return there is about 25% fuel. Iam attaching fuel bill as a proof. Which means, you should refund money for 3lts diesel. Please start the refurnd process as soon as possible.

3) deposit (Re tuning car) issue: the deposit of car is supposed to be at 9 pm. I am at the location by 9:06 pm. I have started checkout process by 9:10 pm. Please check. At that location, network was slow. Also. It was heavily raining. So, to take 360 degree view photos, it took long time. This is again zoom cars mistake, for selecting a remote location.

As a summary. You are due to pay me 626+220= rs 826. And waiver of out standing amount of rs 426 (Late return charges).

I am a customer zoom car service since 2 years. I am very dis pointed with this trip, on top of that you are enforcing charges on me. This is really a awkward situation situation.

Regards,
Sravan
[protected]

I have completed my trip on 12th october 2019 and i have not received my security refund amount back until now. Accordingly to the policy, the amount will be reflected 15 days after the completion of the trip and today is the 19th day. Worst service i have ever seen. I don't understand why it takes so long to refund the amount. Very poor experience. I have sent them emails but i have not received any resonable response.

I have tried twice to book Zoom Car on 30th Oct, it failed both the times. But the amount got deducted from my Credit card. After two days they have initiated refund for one transaction and I received the refund, but other transaction is still pending. Kindly look into this and resolve at the earliest. JPS66IAOS is the booking ID for your reference.

My booking for zoomcar (Booking id - jps6xucx4) was completed on 8th october, and a refund of rs 6621 is still pending. The car i initially booked was a hyundai creta, which was later changed to a maruti brezza by zoomcar, due to unavailability of creta. The refund pending is still showing in the zoomcar app. Multiple emails have been send, all i got was generic replies.