[Resolved]  Zoom Car — Complaint letter for worst customer care and Zoom service ever (JP6 VEEZY) - 2nd time.

Address:	Hyderabad, Andhra Pradesh, 500081
Website:	www.zoomcar.com

Hello Team,

My name is Amarjeet and with reference to my last booking JPS6VEEYZ and please read the complete mail as its too serious as I was promised call-back from Supervisor in 15 to 20 min. and did not get call back at for more than half an hours. Finally I called back and found a different person each time and had to explain the situation again. Check the vehicles condition as the A/C was not working to the mark and the fins to move the air flow was broken for rear seats and the dash board had a broken glove compartment.

I had mailed an e-mail last time with and incorrect/ unregistered mail ID ([protected]@yahoo.co.in), now this time I am mailing from my registered mail ID with Zoom Cars.

*Below are my booking details - which has a serious issues, as it says that XUV has been booked and the number is given of a Scorpio as the pictures are attached.{{{ Zoom booking (JPS6VEEYZ) for XUV (DL1N8755) is starting from Madhapur ( Opp. to N- Convention function hall gate-3) at 01:00 AM. Please bring original DL, credit/debit card.[protected] : Zoom Support. Have a great journey.}}} but my booking was for 11:00 pm on 18th Nov. Friday and this stayed till 1am the next day and I was getting messages as mentioned below:

* 1st message:
Zoom booking (JPS6VEEYZ) for XUV (DL1N8755) is starting from Madhapur ( Opp. to N- Convention function hall gate-3) at 01:00 AM. Please bring original DL, credit/debit card.[protected] : Zoom Support. Have a great journey.

*2nd message:
Hi Amarjeet Ambore, please pickup your Mahindra XUV for Booking JPS6VEEYZ by 05:00 AM or your booking will get cancelled.

*3rd message:
At 11 pm 18th...
Hi Amarjeet Ambore! Your OTP to successfully complete your Zoomcar pick up checklist for booking: JPS6VEEYZ from Madhapur ( Opp. to N- Convention function hall gate-3) is 554440. This code will expire at 02:00 today. Please call us at[protected] for your new OTP. (But on portal - my booking was still scheduled for 1 AM the next day) and the person at the parking was not ready to hand over the vehicle

Its was a shame for me to yell and shout on Zoom customer care(including floor walker and Supervisor) due to the sequence of event mentioned below, which made me run around places and booking which was at 11:00 PM on 18th was changed to 1:00 AM 19th and till the end I was not helped with any one to get the correct vehicle.

1. I got a call from Zoom, stating that the booked XUV 500 will not be available as the previous person has extended the time and my come back by 1AM. So, I asked for a Scorpio and she updated that she will check and get back to me. I update that I want a Scorpio with good condition as the last experience was worst as the car(SWIFT -
JPS6VWQML).

2. She called and informed that there Scorpio available and is in good condition. I update that I will check by going to the parking and let them know, as I dont want a last minute Hussel. But did not get a good Scorpio and asked to help with other option as there were more of them available in parking lot.

3. As per the last update there was a good Scorpio available at 1AM we were ok as it was in good condition, but now the time was 7.30PM. But on the portal it was still showing XUV and tyhe booking time was 1AM on 19th.

4. Now I get another call from here and was update that the Scorpio is available and it can be booked to my original time 11:00PM as its there in the parking and has no further booking. I was happy with the same.

5. But now on the portal it was stil showing XUV and booking for 1 AM 19th. Called customer care and was informed that they will change in 15minutes. With thislast note I left to check the Scorpio which was allocated to me (options were, vehicle number - 0071, 0086 and the 8755). But only 8755 was available and was not in good condition as shown in the photos.

6. So we asked Customer care that I need a different Scorpio from ABIDS(standing at MADHAPUR- with 300 extra for home delivery) - but was a no.

7. Now as it was 10.30 pm, I finally was informed that I cant get any other vehicle but, 8755 and if I am not fine with that I can cancel the booking. Now I was left with no option to take it or leave it or else that would have spoiled my paln on weekend.

8. Now I see that there is a 1800+ some 200 extra charged for re-scheduling, which was not my mistake as it was showing XUV 500 and the pick-up time 1:00 AM even after the update from customer care that it will be changed. Where in I was given the vehicle close to 1:00 AM as it was 12:00 midnight.

Below are few more points to express my situation created due to your response:

* Booking ID number - JPS6VEEYZ

*I doubt about the billing too
Furthermore, I have attached pictures of the vehicle which was provided to me in poor condition.
Major observation:
- Poor customer service
- Trying to fool around with customer over the call by stating there is no manager/supervisor.
- No call back after promising the same.
- Not updating the booking changes as per the customer's request.
- Careless approach and informing to withdraw the booking instead of helping out although there were vehicles available that could've been provided.
- Non deliverable of promises like providing the selected vehicle.
I wish that this matter will be looked into as everything that transpired has caused a great deal of stress and hassle on my travel plan and personal discomfort.
I look forward to hearing from you regarding this matter soon and this escalation to be taken care of seriously. Or else this would be posted onto social media.

*ANd this is the second time this has happened. One can check the 1st booking too.

Worst ever service I have ever experienced.

There was no compensation, but there were more of charges billed to me. Great freaking experience.