Zoomcar Complaints & Reviews

This is my first experience with zoom and is has horribly gone bad and worst customer care service i have experienced. On 10th april, at thane i booked for 11am pickup to 12pm drop, 60kms paying 1000rs. But as i soon i picked up at 11:45 am and before reaching home, i got message that my drop off is booked at 12 noon. I was shocked and called customer care and asked to change it as i wanted till night. Zoom pathetic customer care kept repeating they can't do anything as it is my mistake and said late fee charges will be applied for every from now onwards. Finally, i went to return covering just 13kms and zoom is asking me to pay 1450 extra because of 3hrs late. That means just for 3.5 hrs /13 kms, 2450rs charged.
I want to ask zoom a question, what service have you offered me to charge 2450/-. When there were cars available for 600rs /4hrs/40kms on the same day. Even for 10hrs, similar were available for less than 1200rs. You have right to charge only if you offer some service or lost business because of my mistake.
I do not think you would have lost business as you were still displaying many cars available at a fraction of the cost i paid. So anyway you couldn't have made more than 1000rs that i already had paid. Also, as i returned car covering just 13kms in 3 hrs because of fear of late fee, you made more money anyway because i just covered 13kms against 60kms for which i paid. You made money of 47 kms free. No one wants to book a car for just 15 minutes paying 1000. On top of this you want to charge a late fee of 550rs/hr just because i selected for one hr ride. Isn't it fair for a small growing company like yours to address this properly? Your customer care didn't want to inform this wrong booking and wanted to make more money from customer mistake. And it is the time you empower the customer care. Don't make them parrots. They knew clearly it is not fare here to loot customer like this, but kept repeating their inability as the rules don't allow. Which rules of the company says, you can make money from customer without offering any service? Isn't it similar to gambling?
So overall zoom not only spoiled my family trip in mumbai, now it is continuing to harass by asking more money without offering any service.

Hi,
Zoom car complaint number [case:161930] (Late fee)

As per the detailed telephonic conversation with your customer care office, here is a summary of the incident and the arguments from our end.
• a zoom car (Honda city) was booked by us for saturday, april 9th 2016, 9 pm onwards, till sunday april 10th, 9 pm.
• while returning to bangalore, we realized that the trip will cross the deadline of 9 pm and thereafter checked the zoomcar application on an iphone to extend the return time by 2 hours, to 11 pm.
• as per your application’s user interface, we completed the workflow and received a pop-up message information that the booking has been extended till 11pm.
• nowhere in the app or in the extension confirmation received as a pop-up on the iphone showed that the workflow will not get completed unless we make an online payment within 10 minutes of requesting extension.
• thanks to your pop up message and hidden interface we were convinced that the extension is done.
• as previously experienced 3-4 times with booking a zoomcar, it was understood that the extension money is deducted from the security deposit that is paid while booking the car right in the beginning.
• there was no intimation from your end that this procedure has been altered and that without making the payment late fees will be levied.
• had this information been upfront, we would have gone ahead and done the payment for the extension and steered clear of the late fees.
• do you think anyone who can think logically would not pay the small amount for extension and intentionally become a defaulter to pay excessive late fees?
• when we were about to reach the destination, we were told by the zoomcar representative that the payment was due and hence the extension was not successfully carried out.
• this announcement was completely contrary to the message pop up which had confirmed the booking extension. Why are you misleading your customers like this?
• on arriving at the drop point we got into an extremely lengthy discussion with your customer care office.
• it was around midnight and we did not receive any word of support from your customer care officer who kept mentioning that it was a fault from our end and therefore he cannot help us.
• it was harrowing experience and we feel deeply harassed and disturbed when at the end of a very long day of driving, we were being forced to haggle with the officer to register the complaint and help us with a solution.


As a group of professionals working in at the most reputed companies of the country, we are listing down a few basic questions. These may also help you fix these bugs o[censored]ser experience at your end so that your customers do not feel unjustly punished and cheated at the end of the journey.
1. How do you expect a traveler to discover this hidden feature of pending payment?
2. Why do you have a misleading pop-up that says it has been extended?
3. Why don’t you have a notification that says upfront within the first screen itself that a payment is required to be made?
4. Why the make payment details only when one clicks on the confirmation notification?
5. Why does it appear so low in the list?
6. How can you expect the user to complete as task on the go while driving? What if he was a lone traveler?
7. How can you be sure that even after discovering the feature, one would be able to complete the payment transaction procedure given the erratic internet connection one experiences while travelling outside the city and sometimes within the city too?

We feel extremely cheated and deeply hurt at this treatment after using your application. Please revert back as soon as possible. Requesting you to cancel the late fees and charge us the extension amount only. There is always a buffer time for 30 mins for returning the car as assured by one of your customer officer. Hence, requesting to apply the usual charges for 2 hours and remove the late fees from the transaction. Kindly reply to this email and confirm your response in writing.

Regards,
Sagar

Zoomcar is very worst company with pathetic service.

I booked a zoomcar with booking id ‪#‎jps6v8jml‬ for some urgent travel which was starting at 9pm. We reached zoomcar venue to pick car at 8.50pm then the representative who was there told that the car is not available then since it was urgent we asked for some other car which was available but that guy told that we can't give any car without talking to customer care and then he tried to call customer care for almost 30 min but no one was responding. Later i tried from my number to call customer care and they picked call and i mentioned the problem and asked for another car then he told "you wait there we will give you call in next 15 min", after waiting 25 min i called them again and asked why didn't you call me back when it is urgent here and i was waiting for your call then he mentioned that your number was not reachable (Which was a big lie because i was getting call from other numbers there and there was good signal strength also), again he asked to wait for 5 min and disconnected just after that the car which was assigned to me came and they gave me that car that time it was around 10pm or 10.10pm.

Here my question is if we will be late from our drop time then they will charge fine and all but if they will be late then what they will do for the customer?

We are booking cars in some 5-10 days advance by paying full amount of money but still at the time of pick up they will do some non sense stuff and will ruin your plan then what is the point of booking car from them.

What kind of dirty service do you provide !!!

If the company is not able to run the business why the hell do you run it ????

My whole plan got dropped just because of the you - ZOOMCAR (A bull company)

Why do you give false promises when you cannot satisfy it. You cannot deliver the car at the mentioned time and why do you say that you provide the best service.

If the previous customer has not returned the car. what is my problem. Why should I bare it. How can you cancel our plan ???

For companies growth why I should sacrifice my trip.??

My parents were going to mumbai. we had to bare Rs8650 for other connecting travels and accommodation. and Rs1100 for your zoomcar.

Just because of your company we had to bare Rs10, 000 for that day.

Your executives cancelled the whole trip and asked many sorry. which has no sense to it. Whether these sorry's will bring back my money ????


When a customer returns the car late, you people charge that customer like hell (hell of fine charges) . Now when you people do the mistake just finish it with SORRY??


I want my amount to be compensated. I dont know what formalities you follow whos leg you catch. But I want my money back which I lost because of ZOOMCAR.

and not only it is about money, also our patience, our feeling. You people played with all these. Which is never acceptable.


With Frustration,
S

I rented a XUV 500 car for INR 13, 999 which includes INR 5000 security deposit and INR 8999 as car rent fee. The car was taken by us for a trip on 22 March and initially itself the car had very bad vibrations and shaking which escalated as the journey went on. At one point of time I called up the person who handed over the car to us telling about the vibrations and his response was that the vibrations would be only light and he said sorry for the trouble. As we had to continue our trip we went on and after sometime the car lost its accelerator response and the car couldn't continue. After repeated calling up and arguments with ZoomCar customer care, somehow we got a taxi after waiting for 5 hours on the road with 4 women with me at night. I was then promised a full refund and a compensation for the difficulties I endured, .But later on they changed their promise and now they are not refunding my money and on top of that they have put up an extra 5000 rs as vehicle damage costs. The vehicle was handed over to me in a faulty condition and now they are charging money from me for their negligence. I have till now called up their customer care 30 times and every time they promise me a call back but never actually calls back. On top of that they lie about things in order to blame me for their mistakes

I would like to share my second experience with zoomcar and this tym I am really not satisfied with your services. During my 1st ride, car was handed over to me late by 20-25mins and this time it was approx 45-50mins. When i stepped in there were one more customer waiting for the car..and supervisor was hadling them and no one was available except him...this got delayed by 15mins and then when we started checking Check-list, that supervisor should zero interest on us and myself had to check whether spare tyre, jack is available or not...that delayed by 10-15mins...finally Aux was not cable and minor scratches were there...that got delayed by 15mins. At the end, I asked him to wash the car as there was lot of dust on it and he was not ready to do...but forcing him caused delay of 15-20mins. At the other end, that guy said no need to pay tax or toll anywhere..bt i was caught at contonment and asked me to pay 200rs for the penalty and I was really feeling ashamed of that..so I reported this to care center..dey said they will check and update but still i am waiting for the call. I genuienly request you to take an urgent and strict action on this

Hello Every one,

After the situation i have faced on last sunday(March 13th 2016) due to a Big disappointment. Don't Prefer Zoom car any more in Chennai, They are making us Fools. And They will not provide cars in the mentioned timing. Their only motivation is to Earn money from peoples, they don't care about time perfection and customer plans. If they get money from existing customer they will tell us to cancel the booking the same thing happened to me in a simple way. They are providing 665 rupees as compensation to close that issue. IS this the way MNC company will act?

Friends don't prefer Zoom car any more, There is lots and lots of Rental cars available in chennai. Please prefer other rental car in future. Zoom are making us Fools. Every one faced this issue, I don't know who took up this issue to the next level.

Please please guys don't Prefer zoom car. I will make this to reach to every one.

All they need money, They are not Perfection, Caring and satisfaction on Customer. Who ever provides money in Priority, They will assist car for them.

I had made and used zoom car wit the above mentioned Booking ID.

On my account its is clearly mentioned that there was a vehicle damaged and hence i have not been refunded back the money.

When the booking was completed I was told over the phone that there was an underbody damage which was not specified when i returned the car.

Further to that when the car was checked on delivery I had not check for a so called "under body damage." Who check the bottom of the car?

Now I am getting emails that i need to pay an additional Rs.810/- which is pending according to your calculation.

Lets get the calculation clear:

Late Fee = Rs.480/-
Late Charge = Rs.600/-
OS Fine = Rs.750/-
Total = Rs. 1830/-
Less Fuel = Rs.1020
Amount Due = Rs.810/-
Security Deposit Refundable = Rs.5000/-
Less Due Amount = Rs.810/-
Total Outstanding Refund = Rs.4, 190/-

Hi everyone,

This is "venkat raaman" from chennai location and my registered mob number is "**********4". I have made a xuv booking in zoom rental service for the morning(March 13th 2016) at 8 am in airport zoom location. I am staying 50kms far from the airport location and travelled to the chennai airport zoom location to pick xuv car. Unfortunately zoom has not provided the car for me due to shortage in airport location. From 8 am to 10.45 am i have made 7 calls to zoom customer care, simply with out any hesitation they have said as "sir, there is no xuv car in chennai locations(12 locations) so we will provide the refund what i made on the booking time". Even i requested for two 5 seater car to live up the plan which i made with my family and relatives. Everything up due to your zoom company. It made me a big disappointment zoom company. Its almost an mnc standard rental car service, even they don't have excess car's not to disappoint the customer satisfaction. If you can't provide the car in mentioned timing, you might not taken a booking. Its their blunder mistake. I am the victim who faced a bad situation in my home.

Main thing, customer care executive said me to wait till tonight in the airport location to get the car if is available. Is this the way zoom executive will reply to the customer. If i given a punch reply by including his family members, what would he have done on me. And customer care executive said me to cancel the booking to refund the money. I will pay them 50% extra, can they provide the happy moments which i planned with my family on last week.

They me made to wait for 3 hrs, not even a pre-intimation from their side regarding the unavailable car status. I have travelled to the airport location. Ir-responsible reply from customer care. I was unable to attend a important family function and remaining plan which we made everything up and made my family to feel alot especially "my parents". Many customer faced and facing this same situation in zoom car. I don't know how many members took action against this. But i am spreading this as much as can around the world. Even you people don't prefer zoom car any more. They must shut up this crazy and stupid business.

Simply they cancelled and replied a great message as "sorry", the world's strongest word.

I haven't made a single mistake from my end. 100% mistake is on your company.

Zoom company should face against this issue and i will fight as much as can frm my end.

As per Zoomcar's collison coverage article on www.expert-market.com. It says that they also cover third party insurance. Here is the article excerpt:-

"At Zoomcar, we have a full wrap third party insurance cover, which ensures that no matter what third party damages occur due to an accident, you as the customer do not have to pay for it."

This article was shared by Zoomcar's team and was published on 25-feb 2015. Perhaps.


Hi, I hired zoom car in Mumbai on 14th of March. Unfortunately I
banged against another car. The damage was not huge either to my car
or the car I banged against.
But the people in the other car were demanding a huge amount of money.
We seeked help from zoom car to see if the third party insurance can
cover for their loss.
But the answer to this was a straight "NO". I stay in Banaglaore and I
was just a tourist in Mumbai. These people harassed me to such an
extend and I almost missed my flight back to Bangalore.
My security of 5k was lost.
According to the article you published, it seems like zoom car has a third party coverage. then why was i denied it?

I took a maruti swift hatchback car from delhi aerocity metro on February 27th 2016 @ 8:30am. A zoomcar executive came to deliver the car and started his initial procedures. He verified my driving licence and showed me the damages that are already present on the car. He showed me the scratches on left front side bumper and said nothing to worry on that. The day I.E., 1ST February 2016 at 8:30pm when I returned the car, I was forced to accept that the damage was done by me. Most importantly the person who came to pick the car was not the same who came to deliver the car. He was not ready to listen to me and even I informed him that these scratches were already present while I took the car. He just replied this is done by me. As he came late to pick the car(8:50pm), I was getting late to leave to Bangalore in a flight, I was left with no option instead of accepting his false imputation or allegation. Now, I am charged rs.2000/- for no damage caused by me. I was also confused when he gave me the car with yellow board and black fonts for which I do not have a license with yellow badge to drive it. Car number is DL 1N 9264. So, I request anybody concerned about this to investigate properly and get me my money reimbursed. Hope no one else will get cheated like this in future. That too for the first time users like me. Booking ID-JPS6VR379

Thanks & regards,

Keerthan T D
Keerthan.[protected]@gmail.com
+91-[protected]

Car booked for morning 6:00am but not available!! Zoomcar executive failed to arrange an alternative, neither did they inform me in the night about the same.
As per their late return policy they charge 300/hr and hourly charge of the car booked. So if the previous customer who was supposed to return at night 23:00 haven't returned till morning 6:00, they will charge a minimun of RS 2800 from him. Due to inconvenience caused to me, I would demand a compensation of RS 2000 now.
Booking ID: JPS6VM77G

There was minute scratch in the right side fender of zoomcar (ford figo) still owner have charged 1500 INR for it.
Kindly verify it and do the reimbursement.

Car Name - Ford Figo

Car Number - DL1N8968

Pick off/Drop location -
Whitefield Main Road ( Lane Opp Four Points Sheraton) Bangalore

BOOKING ID # JPS6VRKDC

I booked a ford figo on Feb 18, 2016 - Booking id: JPS6VQ4J5 and cancelled it on the same day due to a medical emergency. The over all cost of booking was Rs 5945 which i paid through my icici credit card.Since I cancelled it they charged 200 rsfor the same and the refund amount was Rs 5745. They dropped me an SMS saying the refund cant't happen in the same pay chain and asked for my account details for instant money transfer. Since today the transfer didn't happen and they customer service executives keep replying me to wait for 2 days, 4 days whenever i call them. It's been 10 days since now and the refund is not done yet. The company should answer for this.

I hired Honda city from hinjewadi centre on 07/feb/2016. They added excess km fees of Rs.2160 and now they are not returning money back after 13 days also. I have spent a lot of money calling them and they always state technical issues. I really feel harassed and mentally tortured. I have submitted my bank details twice and they stated that they will refund in 2 days. Now they are saying that it will take 4-5 days.

My self srihari, zoom cars shirke branch didnot provide the xuv500 car on time which we had booked on 16/2/2016 @ 4pm and provided other car to go to other branch and from there we had to board and after trip when called to customer care to drop us back near shirke zoomcars where we reside they dint even call back though i called them thrice

I made a booking of Honda city from 30Dec2015 to 2Jan2016 with a total amount of Rs.21000. There was quite a damage to the car, possibly from previous trips. This was recorded by the delivery person. Day 1 drive was good. On day two, there was thick smoke when I started the vehicle and the pick up of vehicle was not gud (cud not drive beyond 40 to 50 kmph). I contacted the call center and requested for roadside assistance. Inspire of many calls I was only told everyone that someone will contact in 10 mins. I had to take d vehicle to local mechanic who told that a critical mechanical part was damaged and needs replacement. I mentioned this to zoomcar escalation team and got the vehicle towed to nearest service center. Later I had to arrange for an alternative and continue my journey.
The company has only refunded me 5000 Rs. and after almost 100 follow-ups I have still not received response on remaining amount. Appreciate if my post in this forum wud help in sorting matter out.
Overall, although the call center people seem humble, its always false promises and customer is taken for a ride.

I have booked car with booking id JPS6VQP47 at 3.30 pm for which i got it around 4.30pm, my entire planning was gone waste. We couldn't reach our destination on time, as there was no zoomcar representative to attend us though we were early by half an hour and had to wait for one and a half hours. As Zoomcar charges for the extra time(Rs.300 per hour) why dont the same can be compensated for us. Need an early response or compensation.

Dear Sir,

This is first time when I booked a self Rental car from ZoomCar. My booking was for 7th Feb ( TATA Nano) from 11AM to 6PM.

I visited the pickup center at 10:45 as I got a confirmation from Zoom car that my car is ready, But after that the misconduct and unprofessional starts from their end,

The representative who supposed to check my booking and Driving License, informed me that the car is having Break Issues and cannot be given to me.So I insisted for a alternative option, then i got a call from Zoom car stating that its a minor issue which will not create any problem for a small car like NANO!!!When I refused they told the representative to inspect the car and to deliver it to me!!!End of the day when i refused to take a Car without Breaks they said they cannot arrange a alternate option and they cancelled my Boking.

Below Are My booking Details:

Booking ID-JPS6VQGHB
Mail Id-prateek.[protected]@gmail.com

I have few questions which I am expecting an answer,

1.Why by booking cancelled after 11:15PM and what do you mean by Car Condition as a reason ???

2.In case if the car is not in good condition then why you allotted that to me at 10:16 AM.

3.Are you really serious about your customer safety then how your representative can force me to accept a car which has break issue.Why you have not done the basic safety check before booking/allotting the car??

4.Your website claims in case of any problem they will manage a alternate cab or car for a booking, then why by booking got cancelled.

5.who will bear the cost of my transportation from my home to your pickup center and vice versa, internet bills due to use of your application, interest on my booking charges and deposit money and the most the financial loss due to this unprofessional conduct.


I have asked Zoom car for a official mail apology regarding their ignorance about customer commitment and safety but didn't get that too.


I have attached all the screen shot for the same.

I made a booking on Zoom car Id: JPS6VLR9V. As I was struck on Bangalore, l was forced to extend the booking, I tried using app and got a message saying that the booking is extended. But when I returned back the car, I was charged 300 for late fee. I raised a complaint but no reply. Again I called to customers care asking the same, they were telling booking was extended but reverted back because of payment, where I already paid 5000 extra, and I was not notified by sms or email