[Resolved] Zoom Car — Difficulties in getting a refund from Zoomcar
We picked up the car (Maruti Suzuki Swift;Red; KA 03 AC 3544) from the parking lot of The Garuda Mall, Mysuru on Monday, 16th Jaunuary 2017.
At the time of pick-up, the car was facing acceleration problems. On complaining to Mr. Girish (Zoomcar Delivery guy), he advised us to continue driving stating it to be a normal problem. On our way to Coorg, the car was revving on its own without going forward.
The car was not generating sufficient power to climb the ghat sections of Coorg. We stopped the car and noticed a pungent smell from the bonnet. On the advice of Mr. Girish, we started the car, but the car was in a worse condition than before. We, then stopped the car near a shop. The shopkeeper called a local mechanic, who suggested clutch failure as the root cause. On contacting Mr. Girish, he directed us to call Zoomcar customer care. On contacting customer care, they advised to not drive the car and asked us to wait for another car. After 30 minutes, we again contacted them and were told to handover the car to the towing vehicle as they cannot provide us with a new car as it was beyond their service area. The customer care personnel asked us to continue our journey on our own and Zoomcar would refund the amount as soon as possible. We refused to hand over the keys unless we were provided with a suitable replacement or total refund. We asked them to keep the money and provide us with a cab for the remainder of our journey. Instead of booking a cab for us, they asked us to book it ourselves and provide the receipt to reimburse the amount. Citing lack of funds, we asked them for a refund as soon as possible. After waiting for 30minutes, Zoomcar informed us to hand over the keys as it would take 48 hours to initiate the refund citing company policy, after receiving report from a Maruti Suzuki service center. We handed over the car to the towing van and asked them for a ride till Coorg, to which they agreed. On our way, we took the car’s documents in our custody as a guarantee. We arrived at the Maruti service center where we were informed about clutch failure and the report would be generated the following day. The next day, we were notified on the Zoomcar app to pay an outstanding amount of Rs. 10, 000. We were surprised to see such an exorbitant amount for no apparent reason. We called the customer care immediately and were not provided with a satisfactory reply and told us to wait for a call from their tech support. We received a call in the evening stating that it will take five days to initiate refund. After five days we were informed that until and unless we return the car documents to them they cannot process the refund. On receiving the documents couriered by us their team imposed another amount of Rs. 10, 000 on us stating that we may have driven the car on half clutch resulting into clutch failure. On hearing this we were shocked that how can a clutch fail by driving only about 100 Kms, are the vehicles of Zoomcar safe. As engineers, we are very well aware of the working of clutch. With our driving experience of 5 years, we know how to drive a car. On informing this to Zoomcar, they had no answer and asked us wait. Following day, they informed that they would waive off the fine of Rs.20, 000 but asked us to pay Rs.10, 000 towards inconvenience as they couldn’t rent the car to another customer.
How could a reputed company, like Zoomcar, is unprofessional and unethical in doing business. This has cost us our refund and other expenses for the alternatives used.
We faced serious inconvenience due to this ordeal. Our trip was ruined. This put the reputation of Zoomcar in jeopardy.
Attached are some pics of damaged parts of car which we got from service center
Complaint marked as Resolved Mar 6, 2017
[Jan 27, 2017] Zoomcar customer support has been notified about the posted complaint.
Verified SupportZoomcar Customer Care's response Feb 03, 2017
Please accept our apologies for the inconvenience caused. We do follow a strict protocol to ensure that our vehicles are regularly checked and are serviced on time so that customers do not have to sacrifice on their driving experience. Please share your booking details, we will have the issue checked on priority.
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