Zoom Car — damage charges without any clarification
SrSreenath A on Jun 9, 2018
We had a ride more than a week back[may 27th] with mahindra kuv [booking id jps62fe6i]. The trip was from bangalore to yercaud. During the trip, we faced issues with engine and mileage which we already complained in the mid-way. Also, during the trip one of the rear tyre got punctured and we replaced it with the spare available in the dicky of the car. When we checked the tyre pressures in a petrol bunk, we could find that each tyre was having high variations in air pressures. This itself shows the poor maintenance by zoomcar before handing over to the customer.
Once the trip ended, we received damage charges of 4500 in relation to the rear tyre. We complained via customer care and requested for more details on the charges levied on us. But we didn't get any response. We enquired numerous times with customer care, but noone was sure of any kind of info related to the case. We received automated mails only on the bill payment reminders and not a single mail for the complaint raised. When enquired, the customer care official says they have taken it up on high priority, but no update to the customer. Finally, we received a mail after a week or so saying the levied charges are valid and accurate... Thatsit! No other info...
[ point to be noted: in one mail they have mentioned damage charges as 1000 and as 4500 in account ]
We responded back to the mail asking for more details, but still we didn't receive any response. Even after multiple mails from our end, we received no prompt response.
After more than a week, we received a call today[june 9th] saying the charges are valid[as usual] and i have to pay the amount asap; and threatened me stating legal issues. And its really irritating that noone is ready to give a proper clarity on the damage charges levied on us. Do we need to pay 4500 for puncture which we have replaced with the available spare...?
We are ready to pay the amount, but we need more clarity on what sort of damage we have done. If they are not ready to give explanation means there must be a problem from their end and they are not ready to disclose it with us.
We customers have the right to get clarity on the charges levied on us. The way zoom car is charging customers is a clear and serious case of cheating!!!
[Jun 09, 2018] Zoom Car customer support has been notified about the posted complaint.
Verified SupportZoom Car Customer Care's response, Jun 13, 2018
Please accept our sincere apologies for the inconvenience caused during your reservation. This is definitely not the experience we aim to provide to our customers.
We did investigate on the issue and we are sorry to inform you that we would not be able to waive off the damage charges applied on the booking as the damage occurred during your reservation. Also, we believe that our team reached out to you and have informed you the same.
Appreciate your kind cooperation and understanding in this regard.
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Zoom Car - No help from Zoom for 4 hours on the highway after a breakdown. Instead charged for 5k for vehicle damages.