Zoomcar Complaints & Reviews

I booked car on 18march 1 am
Booking Id JPS699VB2
Car no MH14JU7919
No car on the location that you have sent
In night i searched vehicle for 2 hr
But no use
I missed my urgent work
Just because o[censored]
I need compensation and my refund
I[censored] don't look in my complaint
I will go in consumer court for fraudulent

ID-JPS69X5LN
CAR-Dzire petrol
Date-04/03/2022 7:30 pm to 05/03/2022 3:00am

Hello,
I booked a zoomcar for 4th march 2022 from 7:30 pm to 3:00am 5th march. As it was my first booking i uploaded my Driving license and aadhar card before booking and was assured of it being approved before my booking. At 7:30 pm my profile was not approved and i couldn't take the car. I called customer care but even after waiting for 1 hour on hold no one picked up my call neither anyone called to verify my profile. My booking got automatically cancelled and only 79 rupees was refunded out of 666 rupees. I called their customer care several times and each time a complaint was registered but till now my refund of remaining amount worth 581 has not been initiated . They always tell me to wait for 24 hours and it will be resolved, its 18/03/2022 today almost 14 days since my booking and there is no word from them.

I want a clarification from them on why this process is taking such a long time inspite of them raising so much complaints.

Thanking in advance
Abhinav Pandey

There is no working helpdesk. I am trying to clarify couple of things about my care booking (return and drop) but there is absolutely no way to contact.
No one pick up the phone (tried multiple times waiting for hours) and no one responds to email or there is no reliable channel for communication

finally I found this medium and hence writing here

Respected Sir/Madam,

This email is in regards to the Booking ID JPS696JQO and the problems that I faced from the beginning of this journey till the end. I have been using Zoomcar for several years now and value the quality service that is provided by yourselves. Hence, I'm taking the time to highlight some key discrepancies that, if rectified, can help improve service delivery.

1 LOCATION OF VEHICLE AND ADDRESS MENTIONED ON APP.

The pickup locations for my vehicle were mentioned as follows :
*Sona Kiran A Co-op Hsg Ltd New Link Cross Rd, Kandarpada, Dahisar West, Mumbai, Maharashtra 400068, DAHISER EAST, 7780971, Sona Kiran A Co-op Hsg Ltd New Link Cross Rd, Kandarpada, Dahisar West, Mumbai, Maharashtra 400068, KANDERPADA

*Shanti Ghan Maternity & Nursing Home Blossom Apartment, opp. Lopez residency, Dahisar West, Mumbai, Maharashtra 400068 Head northeast toward Santoshi Mata Rd 47 m Sona Kiran B Co-op Hsg Ltd New Link Cross Rd, Kandarpada, Dahisar West, Mumbai, Maharashtra 400068

*Aquaria Grande, Basement parking, Devidas Road, LIC Colony, Borivali West Mumbai, Maharashtra - 400013.

Above are the three different addresses that were visible to me on my app, emails and Whatsapp notifications and Google Maps. After using Zoomcar over the years, I have always been able to locate the vehicle without any issues and the vehicle was always available on the mentioned location, with or without an attendant.
The first two addresses were close to each other, but did not have the vehicle present on or around their premises. If you also have noticed, the third address is in a different postal code altogether and extremely far from the above two addresses. I travelled to all the three addresses but did not find the vehicle.

2POOR CUSTOMER SERVICE

After this I called customer service through your app and after a substantial wait time, when I got through a CSE, he kept telling me that the vehicle is present at the above two addresses and that he shall send me the coordinates to locate the vehicle more closely. He was extremely rude and abrupt in dispensing his service and intended to tell me that the car is at the location mentioned in the addresses and the address given in the app is just a landmark not the exact location which is false. The call was made on 6th March 2022 at 02:53 PM with an advisor named 'Mr.Sayed Wasim Mubarak.' from my registered mobile number [protected]. I suggest you monitor this call to explain to the advisor how to tend to customers over calls and to assist them by not providing false information.
Also he mentioned that he will be sending me coordinates for the location and that I need to follow the updated coordinates to reach my vehicle. This location again was away from the mentioned addresses. I have attached photographs of exactly how far the locations are to prove my point.

This has resulted in me being late for my meeting by more than 2 hours. In addition to that I made use of auto rickshaws to travel to these 3 locations which cost me INR 190 till I finally reached my vehicle. Loss of money and time is just not acceptable. Poor customer service from the CSE aggravated this issue even more.

3UNAVAILABILITY OF FASTAG ON VEHICLE
In the state of Maharashtra, all vehicles are required to have a FASTAG in order to provide a seamless experience over highways. This vehicle however did not come with a fastag. I did not check the same as I was delayed for my meeting substantially. This came to my notice when I was charged double tariffs at toll booths for not having a FASTAG. I passed through 2 toll booths while going and another 2 while returning, making a total of 4 times where I paid toll charges in double.
The charges for the toll booths were INR 40 and INR 75 but I had to pay double ie; INR 80 and INR 150 for a one way journey.

That equals to INR 115 in penalties one way. Totalling to INR 230 for both ways.
When I tried uploading the receipt on the app it did not provide an option for toll charges and hence they were not uploaded. You can verify from the location of the vehicle that I have passed through two toll booths, namely the Mumbai exit Dahisar toll naka and the Khaniwade Toll Plaza, both on NH48.

4EXTENSION OF BOOKING HOURS
The added delay due to this ordeal had cost me valuable time and money both. As a result of the delay, I had to extend my booking by another 2 hours to make it back to the drop location. This incurred an additional cost of INR 367. This according to me was not needed in the first place if the location mentioned on the app was proper.

5REIMBURSEMENT
Since these issues that have been mentioned above have not arisen due to an error on my behalf, I would like you to reimburse me with the losses that I have incurred as a result of this.
The details of the charges incurred are as follows :
INR 190 for travelling (only from one address to another, not for reaching location)
INR 230 for penalties since the vehicle did not have a FASTAG.
INR 367 for extension of booking for 2 hours, which was not required by myself.

This totals to an amount of INR 787 which I would like to be reimbursed for at the earliest. Preferably in my bank account and not in the form of credits.

I hope you look into the matter with promptness and take necessary actions to dissolve this situation. Looking forward to your speedy response.

Thanks and regards
Akash Ravindra Naik

Email: [protected]@gmail.com

I have made a booking on 17 march at 7 Pm and its been more than 14 hrs the car is still not allocated to me, as the car is unavailable. Zoomcar has not even allocated me a new or a different car. zoomcar only needs money l, thisbis the second time this is happening with me, So much frustrated with zoomcar service.

I just received missed call of 1 second from zoom car and after that i called them. The executive was very very rude and saying k "mera shift abhi chalu hua h gadi nhi mili to mujhe akad mat dikhao customer care pr call kro refund k liye" very pathetic behaviour. I am seeking a complete refund and compansation for my loss.

Screenshot also attached

Bharati Vijay
March 18th 2022
Date of Incident : March 17th 2022
Mail Id : [protected]@gmail.com
Booking ID : JPS692NJ7

I have booked a car (Tata Hexa - T2 Airport pickup at Delhi) atleast four weeks back for the date March 17th 2022 3:30 p.m. The booking and payment was successful. On the morning of date of booking (17th March) in the zoomcar application it was mentioned that car is not available team is working to give an alternative car. Past the booking time no responses was there from the team. By 11 a.m. I got a call from a customer care executive after reaching out to them via support and calls. The customer care executive mentioned that instead of Tata Hexa, I will be given renault Triber but I'll have to pick the car. After insisting soo much explaining my 2 Infants condition the executive said car will be delivered to requested point (T2 Airport at Delhi). There were no calls from any of the executives after the call. Me and my family were standing for more than 2 hours waiting for a call. There were no responses from the customer care number and support tickets raised from the app. After getting frustrated there was a location mentioned in the app where the car is. When I reached the location I saw no car. The Delivery executive explained that the Renault Triber has also broken down and I was asked to contact the customer care regarding the refund or compensation. None responded so far.

After this, I tried reaching the customer care executives atleast 5 times and there is no response. It goes auto response mode for 20 mins and then gets cut. No response from Zoom Car Customer executives / Call center so far. Pathetic Customer empathy

I need an proper explanation from the zoomcar team why they treated a customer and as mentioned in the zoomcar policy. Zoom Promise policy needs to be applied to this issue.

The policy mentioned from the official zoomcar site

What is Zoom-Promise ?

In an attempt provide seamless customer experience, we will now guarantee a vehicle for all bookings or we will provide a full refund of the booking amount with an additional cashback worth 5 times of booking amount or upto Rs.10, 000 whichever is lesser. The amount will be credited within 2 hours from cancellation

My name is preeti jain i have booked a self drive car from zoom car booking id (jps699vt1) but i am not able to find my car, my booking was supposed to start at 6 am and i am not getting any response from zoom car till 9:15 am, not even got location details, Calling since 5 am but nobody is picking up my call and i haven't got any response from their side.

It was supposed to be a home delivery for which i have paid 100 rs...

I have booked a self drive car through zoom cars, am not able to find my car, my booking was supposed to start at 6 am and i am not getting any response from zoom car till 9:09, not even got location details, Calling since 5 am but nobody is picking up my call and i haven't got any response from their side.

It was supposed to be a home delivery for which i have paid 100 rs extra, but no delivery agent has been assigned yet.

Also i have received a message just now from zoom car about the driver allocation but the driver is not picking up my call

I was having my plans for the day but all ruined just because of the pathetic service of zoomcar

I am Saravanan, Advocate from Chennai.I booked Toyota Etios liva for 20.03, 7am to 23.03, 8pm from Madurai Railway station and paid the charges on 02.02.2022.The booking
ID is JPS69THAS and it was confirmed.Yesterday I saw in the App that the car was not available.Through out the day I tried to reach[protected] but only once I got the line that too without any proper response from you executive.I do not want to get my vacation mood spoiled after getting down in Madurai.I want you to ensure that I get the car as booked and I want your response before 11am today

I and my friends booked a Swift Dezire in noida which was booked successfully in more than 6000 bucks. The payment was successfull. But when we search the car, the owner said that he has canceled the booking in the previous night . But for us, there was no notification. The pickuo time wa 5:30band its 8:00 right now but there is no reply from the zoomcar executives. We have booked hotels and applied leaves in our offices for this trip. I want to register a complaint against zoomcar.

This was the horrible experience i booked a zoom car no contact detail of car owner was provided by zoom car later when i reached the destination to take the delivery of my booked car for which i already made the payment the owner denied to deliver the car keys by saying that he is not available at his place the car was there but owner denied nd said cancel it he wont be able to give the keys as he is not present their i tried to cancel the trip bt was not allowed after that i tried so many times to contact the call centre but response was received now i will never use zoom car as i no more trust these people nor i will suggest any one else to use it

Good Evening, On 14th Early Morning 3:00 to 11:00 am I Had Booked Zoomcar for Airport Dropping Purpose. My Mother Had to Catch an International Flight.
After Reaching the Car's Location, I've unlocked the car from Zoom Car Mobile app.
I've searched the entire car.. Every nook very throughly but cudn't find the car keys anywhere.
Had a very horrible experience, Just by Luck We had found a cab that helped us reach airport. Or else we would have definitely missed the international flight.
.
At that time I've even tried reaching the Customer Care after waiting on the line for really long time, even that was of no use. The person whoever attended our call has kept on hold and never responded back.

Within few minutes, I've dropped a message on the Feedback portal in the app, but no one responded from your side.

Than later the next day i.e 15th, I'v reached the customer care and explained the problem I've faced, the women on the call has said "Now I Will Cancle Your Booking and Initiate the full Refund within 24hrz" I wonder how could someone cancle a booking that has already expired, anyway I Recieved a net refund of only 69 Rupees.

I request you to atleast refund me my full amount that I've paid for the booking.

I booked a zoomcar with delivery the car to my location Booking id: JPS6995EC
but the car isn't delivered yet and also there is no response from zoomcar coustomer care about the issue
I have an urgent issue to attend but i didn't get any car delivery .
I request to please provide me immediate assistance

Car did not get deliver on the day we wanted and the refund has not been processed in my account

Hi I had done a booking for first time had no idea how this works later the booking was cancelled without my intimation also the customer service is so pathetic not responding my amount is in wallet i want my amount refunded

Hi I have done a booking on zoom car for first time added the amount to wallet and they canceled my booking without my consent while called the driver the told my shift is over pathetic services

We were charged & paid by us and car was meant to be delivered today at 06:00am. It is 7:25am and no car is delivered nor any correspondence/call form their end on the status. We call the number stated, i.e.[protected] and keep holding for more than 30 minutes and still no one answers.

Booking ID JPS6993VP.
Car Number: Maruti Suzuki Swift, MH14JM3849.
Booked for 17th March 6:00 am but it was not delivered.br...

CAR not returned by ZoomCAR. My Car 8294 ceased by RTO at HSR Layout. ZoomCAR not following up to relase the CAR. RTO asked ZoomCAR to meet transport commissioner to discuss on release the CAR. Ticket 678476

Hi.,
This is Chiranjeevi K, booked the Zoomcar for 5th March 2022 at 8 AM. Zoomcar booking ID: JPS69X0L2. The car was not delivered to me, no one called me, I was not able to contact the driver and the customer care number was useless. After calling customer care 100s of times, they said that we have canceled the booking and you will get the full refund but nothing has come. I have contacted customer care, again and again, they have given me the same response with sorry sorry bla bla. Every time i call customer service they says that you will get a resolution in 24hrs, then i asked them to send a confirmation email saying, you will get a resolution in 24hrs and they have replied that, we do not have such a facility and they do not have the facility to transfer the call to higher-level officers.
Very poor customer service and i do not want to use zoomcar services anymore and requesting my friends too.