Zoomcar Complaints & Reviews

Hi all,

Booking id : jps6fw48l

I booked a ford figo from 24 jan 6:30 am to 25 jan 11:30 pm from zoomcar, patna.

So i went outside patna with my parents and sister on 24th. While coming back to patna on 25th jan, there was a breakdown in my car. While moving suddenly the car was not accelerating. So i braked and stopped the car near the side of highway. I realized that the gear was not working, the car was running fine, but when i was putting it in gear and accelerating still the car was not moving at all. This happened near shahpur main road, some 30 kms from nearest town arrah, bihar. Timeline :
6:15 pm = it was already getting dark. So i first opened the app and dialed the helpline no given there.[protected]. I tried this no multiple times but the call was not even going through. Tried from other mobiles as well and got the same thing.;
6:29 pm = since the customer care no was not reachable at all, i then contacted zoomcar patna parking from where i had picked the car. No : [protected]. I had 3 minute 15 seconds call. They had no idea what to do in case of breakdown. They simply said call customer care. I told them that the no is not reachable. Then he had no other solution to that and he cut the call also.
6:35 pm = i kept on trying the same customer care no but to no avail. It had gotten very dark. Only trucks were going there and place was in between no where. There was no settlement nearby. We were standing on middle of highway with no sign of any help.
6:47 pm - 7:05 pm = i tried calling the patna parking zoomcar executive again but now he had made his no busy, i couldnt call him. It was busy. I kept on trying him for 20 minutes but he was busy. So first time he cut the call without any solution and then instead of calling me back with any help he made his phone busy.
7:23 pm = i kept on trying the zoomcar customer care no[protected] but still the same thing. So now we found a local who told us that there is a mechanic near to 3 kms. I had to send my father with this random local because there was no other option.
7:55 pm = my father came back with a mechanic and after seeing the problem he told that this is an issue with clutch and it can only be repaired in service centre.
7:58 pm = now since even the parking guy had blocked my number as it was coming busy, i tried calling him from my father's no. The call went through, and then i asked him why did he block my number and instead of informing him about break down 1 hour 30 minutes before he didnt even bother call back. He told me he has no other solution other than trying to call customer care which even he was not able to reach. So i asked him atleast he will have any manager or senior. So then he said yes and finally gave me no which he said is zoomcar patna head. Name : ashu no :[protected].
8:00 pm = i called mr ashu. Explained him the whole situation. He said he ll provide me the help. Asked me to wait for 5 minutes.
8:06 pm = mr ashu called me back and again asked details about the problem. Told me to wait again.
8:14 pm = he again said me that reach customer care. I was so frustrated hearing this. I told him that the no given in app is not reachable. I asked him to try for himself and see.
8:19 pm = he said that there is another no which he was able to reach. I asked him to share the no which he messaged. No :[protected]
8:21 pm = finally i tried this no and was able to connect. I explained him all the problems. He took my request and asked me to wait. It had gotten 2 hours since breakdown to lodge my complaint of breakdown. This is the level of difficulty in reaching zoomcar customer care.
8:45 pm = so after 25 minutes i am waiting on this with my family on the highway with no street light also, and the customer care hasnt called me back. I called them again. Explained them the situation once again. And they just say to wait near the car until the car is towed. I ask them who will take the responsibility of me and my family if something happens here and they dont have any answer for that.
9:09 pm = finally i get call from road side assiatance team, again i explain every detail of situation and they told that a tow truck will be arranged soon and will come in an hour. Also they ask if i need taxi for my parents to go to patna. I said yes i ll need a taxi. He asked me the pickup location. I told him that the nearest town is arrah which was around 28 kms. So with a lot of difficulty i arranged a tempo from my breakdown location. He agreed to drop my parents and sister near arrah railway station for rs 700. I was expecting taxi from road side assistance team from the arrah railway station as discussed on the call.
9:48 pm = i get sms from road side assitance team that my reference no is ref x[protected]ind. And the message tells me that the assistance fleet will reach me within 120 min. I am waiting for taxi.
9:50 pm = i get call from road side assitance team that they couldnt arrange any taxi from arrah. They asked me to book a local taxi myself and they will reimburse the charges for first 50 kms. I asked that these local drivers dont have any proper bill pad, i was told to get the bill on a plain paper with first 50 kms charges and car no. I was told that i ll get an email regarding the same and i can upload the bill there but i didnt receive any email.
10:05 pm = i get call from the tow truck driver name : jayant (From truecaller) no:[protected]. He said he is in balia, uttar pradesh which was more than 75 kms from my location. He said that there is no direct route to my location and mostly bridges will be closed for the pickup truck. He was asking me the route to reach there. Then he said he will figure out some route.
10:05 - 11:42 pm = this tow truck driver called me from[protected] multiple times and he was just giving random excuses of not coming. He didnt even start from balia by 11:40 pm.
So it had been more than 5 hours and i was standing on middle of a highway with not even a single person in sight. And all i was hearing from customer care is wait for tow truck, and the driver is telling that i dont know any route to reach. Can you imagine the level of frustration i was having that time. I never felt soo helpless. Finally i called the customer care that the pickup truck from balia is not coming and i cannot stay whole night. The temperature was very low. It was very cold. Then i get call from road side assistance at around 12:10 am midnight that now they have assigned tow truck from patna. They also said that they will get somebody who can take the handover from me so that i can leave the place. After some 20-30 minutes they called me back that they couldnt find anybody for handover. They asked me to wait for tow truck coming from patna. 1:05 am i get call from tow truck driver that he has now started from patna and there is too much of traffic so it will take time.
He arrived at 3:40 am. And then he loaded the car by 4:20 am. So it is 10 hours since my breakdown that the help arrived and zoomcar made me wait for them at that random isolated place till then.

The irony is the customer care not as responsive as there twitter handle. So i tweeted them at 3:18 am in night and i get a response in 10 minutes that they are so sorry for me.
Also my car was booked till 25 jan 11:30 pm. The breakdown happened at 6:15 pm. I had more than 5 hours of booking time left. So according to zoomcar breakdown policy at
Url: https://www.zoomcar.com/bangalore/policy#member
Point : 11.6a where the member is not responsible for the breakdown of the zoomcar vehicle, zoomcar shall refund an amount equal to the cost of the unused hours of such booking.

I was supposed to get the refund for 5 hours 15 minutes o[censored]nused booking. But the funny part is i was charged for extra 7 hours as late charges.

Also i am charged by default without even my fault for break down 10000 rs. And when i tweeted about this, i was told that the charges will be updated in 3-5 days which was never done.

Now today i am given a notice that if i dont pay the amount which they have finalized just like that, including 10000 rs of damage charges which they never updated, and rs 3385 late charges, they will file a case on me. What is this kind of blackmail?

So now i have these questions to zoomcar :
Why was the number on app is not reachable
Image. Png

Why do the zoomcar executive at patna parking lot have enough knowledge or access to help people like me in these situations?
Even after taking the request at 8:20 pm my tow truck reached me after 7+ hours. When you have decided doing business in patna, why couldnt you arrange proper assistance.
Why was taxi not arranged for my parents, why dont you have a proper planned assistance? And when i was told to book the taxi myself then why didnt they send me the email for reimbursement? I had to pay rs 2600 to the local taxi to reach patna from arrah. As discussed on the call i ll need reimbursement for this.
The damage fees was added even before the car was towed. And i informed the customer care that the car stopped working automatically, i was not involved in any accident. Then how come i was told to pay for the damage. The car was not maintained properly, that is why the clutch system broke down. How can you ask the customer to pay for that.
When the car broke down at 6:15 pm, why am i being charged for late return. Why am i not getting refund for the unused hours.
I have attached screenshots of my tweets with zoomcar in the email.
I will ask zoomcar to review all these details and understand my side of problem. I have been a loyal zoomcar customer since long time and this was the worst experience i have had with zoomcar. I dont think i ll recommend anybody to use zoomcar if this is how you act in case of break downs.

If you think the charges are correct i will file a legal complaint against zoom car. The harassment i have gone through was too much and now you guys are blackmailing me.
Also i have call recordings of all the calls in my mobile as a proof.

I had booked a zoomcar for a pick-up in jayanagar but it set it's location to kempegowda international airport by itself.

I tried to contact customer care and the other zoomcar locations but was of no use. I had no other option but to cancel my booking. You spoilt our trip by not giving a good service. Atleast respond to th customer. What are you even there for when you can't help when we need you.

I finally cancelled my trip and i was charged a fee of 50% of my booking charges. Refund my money please. This isn't fair.

This is regarding zoomcar service that i availed on 13th january, 2019 at 7 a. M. The booking was done for 18 kms for a duration of 3 hrs 30 mins for which i had paid the entire amount using the app. To begin with, i was supposed to have a door step service which was a part of the total amount i had paid. On the day of the journey, i did not have the door step service inspite of reaching out to the customer care several times and i myself had to go to the pick up point to collect the car. My total journey was 22kms which means i am supposed to pay for extra 4kms i. E. 56 rupees. Bur to my surprise, the invoice that i received after ride completion was 8056 rupees, out of which 8000 was denotes as vehicle damage fee. I did not cause any kind of damage whatsoever during the entire journey and the invoice was generated after significant hours post my ride completion. After this i am getting back to back mails from zoomcar stating that they are going to recover the amount using my movable or immovable property. I am feeling very threatened and moreover humiliated as a customer regarding this proceeding. I want to bring it to notice to the entire customer base and would like to recommend them to refrain from using the zoomcar service. Booking id: jps6fh4hd. Being an extremely dissatisfied customer i am expecting a resolution from zoomcar and close this issue.

This is to bring into your notice that one of my friend is using my driving license in his zoomcar account. I request you to kindly remove my driving license from his account. I called on your customer service number several times but they haven't removed it. If something went wrong in future i will not be responsible. Zoomcar will be responsible as they didn't called me before approving my license for someone else account, just on the basis of my drving license image they approved it without doing any background verification. I have requested your customer representatives many times but they are not taking any action. This is leading me alot of mental pain. I request you to look into this issue.
Customer mail id where my dl (Driving license) is attached is [protected]@gmail.com
Solve this issue as soon as possible. Because he is misusing it.

I had booked zoom car on jan 29th from 11 pm to 5 am. The car was picked up at jp nagar 3rd phase. The car had too many issues which was accepted by the zoom car driver after the car got stopped in the middle of the road. I had traveled less than 10 kms. But they are denying the refund instead, they overcharged me with rs 4, 778 as my credit card was linked to it. So i demand a complete amount refund of rs 4, 778. As the vehicle was stopped, i had to book 2 extra suv uber to drop my sister, her 80+ year old inlaws with luggage. Imagine, me, my sister with her 2 kids in the middle of the road with luggages with no help from their zoom cars end. Booking id: jps6fyymr

I had booked a zoomcar from pune on 22nd december 2018. Booking id — jps6firo3 the refund of safety deposit amounting rs 2704 was to be done within 1 month, it has been more than 1 months now. I haven't received my refund since then.
As i've already mailed you so many times regarding the same issue this isn’t a right way to treat your customer
I have already called so many times and now am not able to contact them. When the date went beyond a month still i did not get my refund and tried contacting customer care i could not.
There is no way to talk to a customer care executive. Please look at the same...
Booking id — jps6firo3

Hi there

This is with r garda to my completed car booking with id jps6fp29h

I had booked a car on 3 feb and picked up from marunji, pune to go to mahabaleahwar. While on my return journey there was heavy traffic in the highway and i had exited the trip by 3hrs and paid rs.490 but still couldn’t make it

So i called the contact center for help to drop the car at different location as i had...

The pickup time was 10 pm, however, due to pending license verification i had to pick up the car around 12 and returned the car by 11.30, as i had booked the car for 24 hours. I was charged late penalty even after getting the car to the delivery place i had no option to return the vehicle of the app due to some error stating the car is not in the hub. Please check on this and find a solution to reverse the penalty charges.

Thanks,

Jai.

Hello team, i had taken a zoomcar with booking id: jps6fwr4t on 21st jan to travel pune to mumbai. However during my trip the rhs mirror got damaged. I conveyed this message to the customer support and was ready for pay for the charges. But now the company wants me to pay 10000 for the damages and they say i have caused various other scratches and dents on the car that were already present on the car before i took it. I provided them with proof of video and images i took before taking the car which clearly shows every detail of the car. The only damage i caused is the rhs mirror. The company also tried to charge me wrongly for extra kms which i never used. I sent them images of the odometer and only then they agreed to waive it. I am highly disappointed with zoomcar and their service. They are trying to charge me for damages i never caused. I am willing to pay for my mistake but only after they provide me with a bill showing the charges for only rhs mirror. I shall not bare any charges for the other damages not caused by me.

I had booked a zoomcar from mumbai on 23rd november 2018. Jp56f7zbz. The refund of safety deposit amounting rs 3000 was to be done within 1 month. It has been more than 2 monts now. I haven't recieved my refund since then. I have already called twice and now am not able to contact them. When i called within the time frame of a month i was informed that wait till the end. When the date went beyond a month still i did not get my refund and tried contacting customer care i could not. There is no way to talk to customer care executive. Please look into the same

I have taken a scorpio ka-03-af-9568 on 31/1/19 for a 4 day trip to bangalore. We are on the way to calicut and have taken upto 5.00pm. Now when we try to extend the journey upto 7.00 pm, it is not allowing in the site. When we tried to do thru your call centre, they are telling, it is not possible and they have closed the facility for this trip. It was given as an option in your site, and no one can predict the correct end time of a journey. That's why i hope, you have also provided the same in your site. How can you close this facility before the end of the journey. It is cheating. It is also told now from your call centre, that if we got late by even by 10 minutes, we would be charged with late fee of rs.1500/-. It is looting and cheating and blatant denial of an offer on your website. It was admitted to us on the conversation, that the extention is also included in package. So, kindly give an extension of 2 hours for this package with the charges of rs.300/- as per your website.

Rp eswar & vp. Ravi

Hi,
This is mahesh, i had booked a zoomcar today, from noon 1pm to 8pm booking id: jps6fp8z0.

The trip was for 80 kms and i reached the zoom car parking 15 minutes early within the km limit i had booked for. I travelled with family including a pregnant woman. I had to drive very slowely carefully, we went for shopping. I had to refuel on the way as fuel was low i did for 300 bucks.

After i parked the car at the destination, i clicked a picture and uploaded the bill. The fuel bill was being processed for refund and the car got locked i checked my trip status it was ended, payment was done.

I came home and checked my refund status before going to bed. I was shocked to see that i was charged a damage fee of rs. 4000
Without a reason. There was not even a small scratch that happened to the car during the trip.

The car had a 4 side view camera i wrote an email to the zoom car team to cross check again and revert back to me with a proper explanation for what i'm being charged with damage fee.

[case:1144004]
I got a response that they will get back. I'm yet to hear back from them.

As the cameras are fixed in the car i have requested to check and get back if there has been any impact or collision happened with the car

This was a very disappointing experience with zoomcar. Providing offers discounts on bookings and once the trip ends they charge with huge amount for making no mistake.

It's a sincere request to zoom car team to stop harrasing customers this way.

Hello team,

Date of booking: 30 jan 2019.

I booked ford figo with zoom cars on 30th january 2019 and my booking id is jps6fprji.
I did the transaction via sbi net banking. My money got deducted from my account i didn't receive confirmation message for my booking but i got a message saying "your transaction has failed. Please do a fresh transaction" on the booking page.

Please look into this and assist me and refund my amount to the account.
Amount paid : ₹ 17, 554
I have attached the bank statement and error page for reference.

I already sent a mail to help & support team of zoom car but i didn't get response.

Thanks,
Murali

It’s been almost 2 months i haven’t received my refund yet please look into the matter as i’ve already mailed you twice regarding the same issue this isn’t a right way to treat your customer and their issues don’t make yourself count in the list of worst service providers kindly look into the matter wasn’t expected this from zoomcar.
Booking id:- jps6foby6

Hi

I had made a booking (Xuv 500) on 27th jan, 2019 for 4 hours and 40 km's from 11.30am to 3.30pm. Booking id : jps6f13gt. When i went to take delivery of the vehicle, the vehicle did not open and after repeated (Over 50mins) of struggle fighting with the back ends, they agreed to allot a vehicle close to the pickup site. During this scuffle i had lost about an hour and a half leading to my program and appointment in trouble.

Later at about 12.30pm, i was alloted a vehicle (Scorpio). During this period of discussions, the agent assured that they will give me an extension of 1.30 hrs over and above my booking for the hardships faced and will also give me 10% driving credit.

When i went to pickup the second alloted car, it was zero in fuel and vehicle was shabby. This was also communicated to the agents.

To my surprise when i started the checklist the timer in the app had already started and i had lost 1.30 hours. Once again i cross checked with zoomcar onn this, for which they communicated that the lost 1.30 hours will be manually extended by them.

Now when i returned back the car i am getting an late charges to the tune of ₹.1394/- to be paid.

My stand is why should i even pay the late charges when zoom car had committed to extend the booking by 1.30hours over and above the booking time. Who is going to bear the losses i had incurred due to the negligence of zoomcar.

Also, as the fuel was zero, i had added fuel to the tune of ₹.350/- in two instances of (₹.150 & ₹.200/-). Bills for the same have been uploaded. Zoomcar had considered for reimbursement of only ₹.150/-. What happened to the balance.

I would like to state that due to the negligence and the non customer friendly attitude of zoomcar my entire day was jeopardized. Who is going to compensate for this.

Now, i need a solution for my problem of excess billing which i cannot accept.

Zoom customer after booking his car... He searched for it for 3hrs on the road...in addition to this he got sujjested with 3 different areas and locations, he went there searching spending his money around 1500 to local taxis... Instead of all this you people charged me sme charges extra... Zoom car must really feel shameful for this... Answer must be given asap because i'm that much irritated to file a case against you.
Forward this copy to your higher authorities to know whats happening here and i am expecting a reply asap

As i have faced many problem with zoom car and none of my problem was solved by the zoom car i don't want to have any kind of relationship with you and would like to have my account deleted with all the data and the i'd is [protected]@gmail.com i would like to have it deleted please kindly process the same. As i have left anyhope of hvjing reltion with you company as you don't take care of your customers

It's so funny that, i have been charged 10500 additional amount, vehicle was damaged before delivery itself, now zoomcar is claiming the damage charges... Hahahaha.. And i have extended my trip for an hour... So why should i pay late charges??? This is totally, completely unacceptable and harassment of the customer, undoubtedly fradulent activity from zoomcar\n
Trip extension details -\ntransaction no. [protected] for rs 122.00 done for www.zoomcar.com has succeeded

Sir i would like to know that my license hass been approved for my account [protected]@gmail.com still i am not able to do my booking and i am been told that i am blacklisted i can't use your services from past so many days i have given a complain and my problem is not being resolved even my friend has deleted my license from his account [protected]@gmail.com no only my dl is approved on my id then why this is happening with me.. Dont you take care of your customers that been there was no benefit of my being loyal to you

Hi, i booked zoom car for weekend on 26th jan. After trip completion, their driver picked the car from my localtion. He did the thorough inspection and clicked the photos. He also assured that their is no damage. But after couple of hours i comes to know that they have added 4000 for tyre damage and they said there is a cut. But i have not done the damage and driver also did not tell me before pick up. They are trying to loot the money