Zoomcar Complaints & Reviews

That, I Mr. Mohammad Shoaib has availed the Zoomcar service for my trip to Kerala from 22.03.2019 to 26.03.2019. I was allotted Hyundai Grand i10 as per my choice and the booking ID was JPS7FX21K. The total amount paid for 1050 Kms was Rs.13281/- which includes Rs.5000/- security deposit which is generally refunded after the completion of journey.
That I started my journey on 22.03.2019 by taking the Grand i10 from Zoomcar designated parking bay at Vellakkal House, A.K.J Road, Edappally Post, Thrikkakkara North, Ernakulam, Kerala-682024. I reached Munnar on the same day and later started my trip further on 23.03.2019 by visiting the local sightseeing places. While driving the car, I noticed some problem in clutch plate to which I reported the same to their customer care number wherein I was advised to take the car to local mechanic and take the estimate. Accordingly, I alongwith the help of local people managed to take the car to the mechanic at Munnar wherein after inspection, I was told that the clutch plate is damaged and needs to be replaced and the total expenditure of Rs.9200/- will be incurred. Consequently, I informed the estimate to Zoomcar customer care to which I was told that tow van will come and pick the Grand i10 and will be sent to Hyundai dealer.
When I requested them to arrange for alternate vehicle, I was told that they don’t have any vehicle and I have to bear the expenses for transportation of my own. In between I have parked the car at parking bay and gave the address to their customer care for pick up. Later I receive the call from their Road side assistance that I will have to take the car to the Hyundai dealer to which I protested and finally car was taken by Zoomcar road side assistance and accordingly I received a message on 23.03.2019 that journey has been completed. When I further asked about the refund status as the journey could not be completed due to internal defect in the car, the customer care has reverted by saying that there will be investigation of the matter and accordingly it will be found that how car got damaged and if I am not found responsible, the amount will be refunded. When I requested then to share the investigation report, I was told that investigation report is not shared with the customer. While the matter stood thus, I received a message that Rs.10000/- has been imposed for damaging the vehicle on 24.03.2019 at 01:00 hours and was asked to pay further Rs.5000/- over and above Rs.13281/- which was already paid while taking the Zoomcar.
That I have never crossed the speed limit during the trip and the defects which have occurred is internal for which I cannot be made responsible. The whole trip got suffered due to above incident and I have to bear the further expenses incurred on transportation which amounted to Rs.11000/-. I even have to hire the local person for taking the car to the local garage and paid an amount for parking bay and also to the local person hired for assistance.
Whole incident was catastrophic and Zoomcar services have not helped me in the matter. Neither any support with respect to taking the vehicle to local garage was provided nor was any alternate vehicle provided for completing the trip.
All the details of the customer are checked before releasing the vehicle, however, on the other hand, the company does not even provide the investigation details and take punitive action against the customers without affording them any opportunity to put forth their submission. Fine imposed is wrong and without any basis.
I have never crossed the speed limit and drive the car with all safety measure and that can be seen from their vehicle movement details but still I am penalized for no fault of mine.

Hi,
On 23rd march 2019 we had booked for zoom car along with fuel, but when we checked the fuel guage was not filled, so we had filled the fuel and thought of claiming it, on the end of journey, i completed the journey by uploading the fuel receipt, but zoom car people is not saying they won't refund the fuel cost, as it is sale receipt. We have attached all the required proof. Also the deposit amount was also not refunded till now

There is unreasonable charge applied on my booking.
1. cleaning charge - i have already mentioned that car wasn't clean before we started our trip . I had also try to get in touch with you through your customer care number before trip started but unable to do so. So during inspection i have mentioned it.
2. fuel charges- we pick car with 4 point fuel and returned the car with same fuel level. During trip completion i have given the snapshot also.

I have tried to contact them multiple times but unable to do so. I have send them multiple mails regarding the same but an auto generated mail comes back.

I booked a zoomcar for use on 1march 2019. My booking id - booking id - jps6ft0or. I have not received refund of rs. 2344 (Deposit) in my account. I got emails from company that my refund was initiated way back. After that, i have mailed the company customer support twice but no response. Even on customer care ivr, there is no option to talk to executive. I think a scam is going on and they are not refunding deposits.in the image attached, it clearly shows rs.2344 in "processed refunds" but i have not received the money back in my bank account.

On17 march, zoomcar gave a response that they will start refund and i will get refund in 24 hours but no use. Today is 24 march. The amount has still not reflected in my account and its not going to reflect. Please check and provide my refund. If you need some other account details, i can provide that as well. Drop me an email requesting another account details and i will provide

Refund of ₹3763 not received yet. Whole amount of the booking had to be refunded as we did not use the car at all. The car was unfit to be driven and no alternative arrangements were made by them. Booking id is JPS6FVL6S. The customer care number is also inactive since past 10 days. No way to contact them. The refund was supposed to be received by 11th March 2019. But no such amount has been received yet.

My ID: JPS6FDU1Y
I didn't notice the crack on the windshield at the time of delivery because it was under the wiper and it is not so visible. It is visible only when you see it from some angle and close up look and open the wiper. The reflection on the glass has added to its invisibility. When I was taking a video I focus more on the body dent and scratch, so the windshield does not come properly. But the crack that which was their in some parts came quiet visible.
Next day I have received the same car for my booking and when I check it was not visible properly then also. The crack was seen only when you see it from some angle and close up look and open the wiper. Now you cannot expect your customer to notice each and every damage at the time of delivery. When the driver who came to drop and pick up the car they both also did not notice the damage. How come the person in garage notice immediately and call me up.? That too at night? That was the biggest puzzle i'm having.
Now if you have a trust issues with your customer go and see the car physically by yourself how the damage really looks like. I'm already fed up with this issue. If this doesn't get solve then going to court is the only solution left for me. I'd rather use Rs. 10000 fight in court then to pay zoomcar unnecessary.

When i started the car there was only 6% fuel and they are saying it was 23% and i filled 1500 rs fuel and they gave me only rs 296 saying that more fuel was utilised more than expected.
First of all they were saying wrong that the fuel was 6% and another thing they how could they judge that with around rs 600 we can ride more than 200 kilometres like creta, they are totally giving illogical reason just to hide their mistake and this was totally a very bad experience with zoomcar.

Booking Id-JPS6F44DL
As per the company policies, it was told that refund(of Rs 2500) will be done by[protected]. But after many emails and complaints the company has not provided me with any refund. They are also not responding to various mails written by me.
Kindly provide me with refund as soon as possible, as being a student it is difficult for me to manage.

I had made a booking with ID: JPS6FBIID on 13.03.19 for a Maruti Swift AT from Sion in Mumbai. Apart from having many scratches and "major damage" on the driver's side rear panel, the passenger side rear wheel had two punctures and the spare had low air. The car fuel was also low in spite of opting for the "with fuel" option. This car was parked in a narrow gully opposite an apartment complex with a lot of people and vehicles passing by. I filled the pre-trip checklist, mentioning the puncture, the rear panel major damage, and the various minor scratches. The app said that the vehicle was "unfit" to drive and that I would get a call in 15 min. After about 20 min, as I had got no call, I called the helpline and stated the issue. The girl on the line told me that there was no ground executive nearby and if possible, I should drive to a nearby shop and get the puncture repaired. Just as the call ended, a man walked out from the apartment complex and told me that the tire was low on air. On asking him about how he knew this information, he said that he got a call from the owner about the same. So I drove the vehicle to a nearby shop. There I found out that the vehicle had not one but two punctures (pictures attached), that I got repaired. Also, I topped up the fuel.
After my trip, I returned the vehicle, uploaded the bills and ended the trip.

I was happy to see that the fuel refund was processed; however, to my shock, I was billed for the "major damage" on the passenger side rear panel. The part replacement charge i.e rupees 6000 was demanded. I immediately called up the helpline and asked them why I was being billed for the "major damage" that was present when I picked up the vehicle and was indicated/selected in the pre-trip checklist. I was assured that they would look into the matter and that I would get a call in 24 - 48 hrs. It has been one week and I have not gotten a call yet. The only change is that I have got a notice that if I don't pay within 5 days, legal action will be taken. Also, the puncture repair charges were processed.

I have been a long time faithful zoomcar user, having successfully completed 8 bookings before this. I am disappointed with this entire episode. I can understand that the car fuel can be low and vehicle tires do get punctured. I even don't mind the effort I put in to get the tires repaired and fuel filled. However, being charged for damages that I have not incurred and which was clearly indicated in the pre-drive checklist, is simply unacceptable. I am a busy professional and have no time to get into such legal hassles, hence I have paid the amount in good faith, with confidence that this is a good company who value their customers and will do what is right.

KIndly look into the matter and resolve it at the earliest.

Thank You.

Refund not received-nor any updates-fed up of follow ups. Booking id number jps6ftn9y. Booked the car for 3rd march 2019. Paid rs 1200 for refueling as i received the car with no fuel absolutely. But till date i have not recieved the refund. Nor there is any updates. My phone number is [protected]

Last time when there was amount pending from my side, though not legitimate, i had to follow up so much to get it removed to book the cab.

When they need to refund, there is no update at all

Please help

Thanks in advance
Sanketh

Hello
I booked for a no fuel zoom car - suzuki swift for 9am at chennai airport. After multiple calls to the customer care and the zoom car centre, we got a different car with fuel filled half tank at 11am.
Not a single person apologised for the delay instead kept justifying why the delay happened from their end
We booked through website and we were not asked for a delivery point and hence they took it for granted to deliver the car at the airport

We had to speak to customer service, fleet guys to pick the car from our location cos we are in town for visa interview. 2 men from the zoomcar centre (Fleet guys) picked up our car and charged us additional rs 500 claiming that the driver needs to be paid
Considering that there are so many centres in chennai, why should we pay a driver.
Anyways as a gesture of providing the car delayed, they could have done this.

After the pick up, they say they will charge for the fuel consumed.

Where is the service in this bloody zoom car
What have you done as promised
What loyalty do you do to your customers
Where do you listen to their problems

I really hope you shut down as soon as possible and people who are capable of running a service oriented business take up and provide authentic service to public

Without prejudice:
Copy of relevant complaint under process-

1. I as the aggrieved party rented a scorpio car on 9th march 2019 from zoom. Zoom never told that renter of car (They call him member) cannot drive to a location where there is no phone or internet signal for the mobile the driver is using as the registered mobile


2. As only registered mobile (In this case my [protected] of bsnl that did not have signal in the place where i as driver fell sick) can talk on a customer service phone number, and i did not have signal at the place, a contact person at remote location was somehow communicated and given password of the zoom portal on which information about sickness and request to extend was entered. Acknowledgement was received by email well within the deadline for returning the vehicle (10pm), as per attached proof. But zoom car chose not to help or act but sent an email directing to their policy website. How does it help the customer?


3. Hence, the accusation o[censored]nauthorised extension is false. The unauthorised extension is caused deliberately by zoom with the intent to extort money. The company forced an unauthorised extension by not acting on a client request on zoom website in a timely manner.


4. The vehicle was immobilised without adequate warning causing high risk and stress to me. To my knowledge, i do not see any warning anywhere in their website that the vehicle will be immobilised if not returned within deadline. This amounts to serious ethical violation and misuse of internet of things (Iot) technology, putting a user of their service in serious risk and possibility for harm and stress:

Page 32-35 of international ieee norms on ethics - transparency and accountability:

https://standards.ieee.org/content/dam/ieee-standards/standards/web/documents/ot...⇄

5. The payment of rs. 9339 was made under duress and that was set as a condition for changing the immobilised status of the vehicle. The member had to catch a flight at 6pm the same day from guwahati, and had to walk substantial distance while sick to reach a jio phone holder villager to be able to connect to a customer care under the accident reporting option when the car did not start. Only then he came to know about the immobilization condition. However, it was not told that more payments will become due on completion of trip. The customer service rep told that the security deposit will be refunded at the time of return of the vehicle, so the impression got was that rs. 9339 is all inclusive. The calculation of this amount is arbitrary and basis for the same is not known. What we can see is a rs.300 per hour late penalty mentioned on the website. Considering even this, 10pm to 5pm next day is 17 hours delay* 300= rs.5100. They have indicated rs.11/ km for extra kms and also told that 10 kms. Are added for every hour delay. So 170 kms should be added in 300 kms. Allotted initially, that allows 470 kms. Without excess km charge. The vehicle was driven for only 388 kms., then how come zoom is again charging another excess km. Fee of rs. 902. Also, they say a late fee of rs. 3639 and again another late charge of rs. 5700. Where are all these specified in agreement or during the initial deal? Now zoom is demanding an additional amount of rs. 7242 as outstanding, making threatening phone calls and also sending notice by emails.

In view of the above, i respectfully urge the authorities to direct zoom car to refund my deposit of rs.2999 and also stop demanding the additional amount.

Dr. Jyothi prakash naidu

I booked a zoomcar for use on10 jan. My booking id - booking id - jps6fhy9g. I have not received refund of rs.5000 (Deposit) in my account. I got emails from company that my refund was initiated way back. After that, i have mailed the company customer support twice but no response. Even on customer care ivr, there is no option to talk to executive. I think a scam is going on and they are not refunding deposits.in the image attached, it clearly shows rs. 5000 in "processed refunds" but i have not received the money back in my bank account.

On 12 march, zoomcar gave a response that they will start refund and i will get refund in 24 hours but no use. Today is 17 march. The amount has still not reflected in my account and its not going to reflect. Please check and provide my refund. If you need some other account details, i can provide that as well. Drop me an email requesting another account details and i will provide.

I have booked zoom car baleno, for 5hours 30mins, i have parked the car at the same place from where i have picked and not even a single damage has occured other than the previous condition of the car and now i have got message saying you have been charged inconvenience fee of rs5000, this is not at all correct i have double checked the car and there is no damage i had made other than existing once, which i have seen on the time of booking.

We booked a zoomcar yesterday for a trip as we went to the beach place for vacation. Even though we ensured that we don't have any sand along with us still some amount of sand was there in the car at legspace but that was also too minor not a major issue. Even though the owner charger us extra 2000 fine as vehicle cleaning. Which i think is more than 5-6 times of what it takes for cleaning. Also the car wasn't even clean when we recieved it. Still the owner was too rude and didn't even listened anything

Dear rahul kumawat,

This e-mail is with reference to the booking made by you with zoomcar through company's webpage/mobile app with the following details -

S. No booking id car provided start time end time pickup point drop off point initial rental security deposit outstanding
1 jps6f4m6w rj14te4281 7/03/2019 11:30 7/03/2019 22:30 993 sector-4, hiran magri, gyan nagar, behind gyan mandir school, udaipur-313002 993 sector-4, hiran magri, gyan nagar, behind gyan mandir school, udaipur-313002 684 0 10957

It has come to our attention that the car has been used in excess of the paid rental amount and in accordance of the agreement duly verified and acknowledged by you, you are liable to make payment of ₹10957 to the company. Please note that failure to make payment of the due amount will render you liable to civil proceedings and the company would be entitled to recover the due amount by attachment of your property (Movable/immovable) or otherwise. Further, willfully declining or making delay to pay the above said outstanding amount could also subject you to criminal proceedings.

We therefore request you to make payment of the aforementioned outstanding amount of ₹10957 within 5 days of this mail, failing which we shall be constrained to initiate against you civil and criminal legal proceedings as are warranted by law for recovery of the due amount. Please note that in accordance with the member agreement displayed here, duly verified and acknowledged by you, the company is entitled to recover all costs incurred in initiation of legal proceedings.

Thanking you
For zoomcar india private limited
Sd/-
Anitha rajasekaran
Signatory authority
This is the mail zoom car send me.
What i can do.

Dear executive,

I had a conversation with the customer care executive and explained me of the horrible experience i had with the zoom car services in the city of ahmedabad.
I had been a frequent user of zoom car and enjoyed the service in kolkata and bengaluru but in ahmedabad it made it worst.
The issue happened around midnight when i went to drop the park at the prahlad nagar garden in ahmedabad.
Firstly, there was no one at the parking spot, so i did as the application said and kept the keys in the glove box and locked the car through the zoom car application.

Later two of the random person comes in the deserted park and says that i have to wait for the zoom car person to arrive. As said we waited and felt so unsafe.
The man comes after keeping us waiting for a long time and was under the influence of alcohol in the dry state of gujarat.
He started arguing on the fact why have i locked the car through the application and then started saying i have to pay him for the scratches (Which has been there previously) else he will raise false damage charges against us. He has used foul languages and his body language was very threatening at such an hour with two odd men (All making the situation uncomfortable with the presence of my family) at an odd hour in a deserted park.
To avoid any uncertain event, we just booked our cab to the home and moved away from the spot tactically.

I want a strict action against that man and provide me with his information.
I will not hesitate to file the complaint with the local police station with the support of your company.
Executives like these are a big dent to such a reputable company and will sunk the whole company.

And for the clarity of the matter i’m attaching the photos and videos to you.

Update me with your action on this matter and provide me the details of such person.

Please note: he refused to say his name on being asked.

Thanks and regards,
Harsh ladia

Filled fuel tank to full as i received car with empty tank.
Now customer service says, fuel tank was already full and asking me for a proof that it was empty.
I accept that i dont have any picture of fuel gauge when i started the trip but asking zoomcar to share proof that fuel tank was full.
They silently denied my request and rwfunded some amount based on some secret calculation. I asked for calculation, no response from them. Is there a way to escalate the issue.

I booked the car with the ID JPS6FT2VQ and I recieved the car with less than half tank and an unclean interior and exterior.

You've your policy that you will refund fuel amount incurred during the trip and now when customer has trusted you and filled the fuel you are questioning me.

If you cant trust the customer, how do you run your business?

I don't own a car to steal diesel and fill in my own and bill zoomcar for that, why would I even do that.

I'm just a normal user who likes travelling and this is first time, I'm using a rental car service and this WHT I get, no refund for the fuel I've put and you are creating a story that tank was full when you gave me ###.

Tell me one thing how is the user able to know what is the milege of the car? What if I trust zoomcar and dnt put fuel till my trip is complete, will you guarantee that car won't stop in middle of the road?

I want this to be escalated to your manager and I'm ready to take this up further legally although it's a small amount. I'm not sure if zoomcar is looting me then other users will face similar consequences and I 've record of your refund policy given in mobile app as proof.

I had booked a zoom car vehicle as per booking reference jps6ftz6m from 1st march 3:30 am to 4th march 11:30 pm from and to bangalore airport. Vehicle received had already done 99106kms and the body had many scratches/dents/damages. Marked the same on the app and used the car anyway as i was in urgency. On my way to returning the car, i felt slight hard shifting to first gear and since i had no problem, i did not register a complaint but mentioned the same to the staff who collected the car. I drove a total of about 350kms only. Two days after returning the car they informed me i have damaged the clutch plate and charged me 10, 000 rs for the same. I feel this is absolute day light robbery. Used care of almost 100, 000 kms which i drove for 350 kms and i am charged for clutch problem. I have worked in the automotive industry for 25 years and i know what is wrong and right. I feel cheated, badly and will always give negative reviews for zoom and inform every one of the same.
If they understand the situation and refund my amount i will accept that resolution with an apology.