[Resolved] Zoom Car — cancelled booking last moment

sachinpad

from Pune, Maharashtra

Address:	Pune, Maharashtra, 411045
Website:	www.zoomcar.com

Booking ID - JPS628KD1

I had booked Scorpio for feb 17th 2pm in forwards till feb 18th 11pm
Booking was done on feb 3rd

On the day of rental around 11am I get the link activated for the location of the car. We went to the location around at 1.30 and no car was seen around in the hot sun.
We waited till 2:15 no car showed up.
And then we called up customer care and the usual answer we always get Sir please wait for 15mins we’ll call back.
After doing the same thing for four times and making us wait for more than 2hrs in the location of the pickup no car turned up and in the end the manger calls up and says sorry no cars available for you and all.

I mean we had to wait for two hours and then go back without a car.
We had booked the car for a bday trip for a which ended in vain and nothing worked out.
More over we were on loss as our accommodation bookings were also paid which we couldn’t refund.

I mean if no cars were available they should’ve informed us well advance for us to find alternatives to it.
This was heavy drop of disappointment to our group of friends.

I want the following:
1. Compensation on the same principles that Zoomcar charges a penalty - (INR 300+Rental value) per hour, for the entire duration of my booking. This turns out to be 16995.
Booking hours - 33
Rental per hour - 7095/33=215
Penalty - (215+300)*33 = 16995
2. Hotel Accommodation loss - 6700

Zoomcar also should be penalised for six issues as they don’t give such services to other customers in the future

Attachments- first image of hotel booking
Second image of zoom car booking status on 17th feb at 3:28pm that is 1.5hrs after our booking hour

+2 photos

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Mar 27, 2018

Complaint marked as Resolved

Zoomcar customer support has been notified about the posted complaint.

Verified Support

Feb 22, 2018

Zoomcar Customer Care's response Hello Sachin,

Greetings!

We did review your email and we certainly understand your concern here.

We are really sorry to hear about your unfortunate experience. This is definitely not the experience we want our customers to have when zooming with us.

We understand that it is very disappointing when the booking gets cancelled. Due to a shortage of fleet, we were unable to serve your booking. We did try to find an alternate, failing to find one. We will ensure that such issues are minimized in the future. We regret that we will be unable to compensate for the lost time. Please rest assured, we will surely take rectifying measures.

As a token of apology, we have added 500/ driving credits to your Zoomcar account, which you can utilize in the future bookings.

We hope we get an opportunity to serve you in the future.

Thank you for your support and cooperation in this regard.

Regards,
Wasim
Zoomcar Support

Feb 22, 2018

Updated by sachinpad 500zoom credits what am I suppose to do ?

After such an experience if you guys do not feel that you are obliged to refund us our loss then how will we feel to go forward and use your service again and again.

I would recommend you to please refund the lost amount for me and my friends so that we are atleast assured even next time this happens there is no loss on the customer side.