[Resolved]  Zoom Car — damage charges wrongly applied.

I had made a booking with ID: JPS6FBIID on 13.03.19 for a Maruti Swift AT from Sion in Mumbai. Apart from having many scratches and "major damage" on the driver's side rear panel, the passenger side rear wheel had two punctures and the spare had low air. The car fuel was also low in spite of opting for the "with fuel" option. This car was parked in a narrow gully opposite an apartment complex with a lot of people and vehicles passing by. I filled the pre-trip checklist, mentioning the puncture, the rear panel major damage, and the various minor scratches. The app said that the vehicle was "unfit" to drive and that I would get a call in 15 min. After about 20 min, as I had got no call, I called the helpline and stated the issue. The girl on the line told me that there was no ground executive nearby and if possible, I should drive to a nearby shop and get the puncture repaired. Just as the call ended, a man walked out from the apartment complex and told me that the tire was low on air. On asking him about how he knew this information, he said that he got a call from the owner about the same. So I drove the vehicle to a nearby shop. There I found out that the vehicle had not one but two punctures (pictures attached), that I got repaired. Also, I topped up the fuel.
After my trip, I returned the vehicle, uploaded the bills and ended the trip.

I was happy to see that the fuel refund was processed; however, to my shock, I was billed for the "major damage" on the passenger side rear panel. The part replacement charge i.e rupees 6000 was demanded. I immediately called up the helpline and asked them why I was being billed for the "major damage" that was present when I picked up the vehicle and was indicated/selected in the pre-trip checklist. I was assured that they would look into the matter and that I would get a call in 24 - 48 hrs. It has been one week and I have not gotten a call yet. The only change is that I have got a notice that if I don't pay within 5 days, legal action will be taken. Also, the puncture repair charges were processed.

I have been a long time faithful zoomcar user, having successfully completed 8 bookings before this. I am disappointed with this entire episode. I can understand that the car fuel can be low and vehicle tires do get punctured. I even don't mind the effort I put in to get the tires repaired and fuel filled. However, being charged for damages that I have not incurred and which was clearly indicated in the pre-drive checklist, is simply unacceptable. I am a busy professional and have no time to get into such legal hassles, hence I have paid the amount in good faith, with confidence that this is a good company who value their customers and will do what is right.

KIndly look into the matter and resolve it at the earliest.

Thank You.