[Resolved]  Zoom Car — distress caused due to inefficient policies over accidents

Reference : booking id jps62cnnf. Vehicle no. Ka51d2623

Hi,

I am extremely disappointed with the service provided by the zoom car team and would strongly urge people to refrain using their services in the future. On the 9th december at around 10:30 am, my friends and i met with an accident on our way back to calcutta from kolaghat. The accident was unintentional as a dog suddenly came on our path and there was a truck to our left and the divider on the right.
As per policy we contacted the emergency support team and reported the accident with relevant details by sending images and videos of the damages that had taken place. We had to make multiple calls to follow up and they were really slow to assess the damage that had taken place as well as the steps that we needed to be taken ahead. The customer care representatives were not very clear about their policies in such situations.in the meanwhile, we were stranded all alone in the highway and had to deal with the police patrol cops who confiscated my friends license and threaten to put a case against us as we parked the car on the highway.
A confirmation of help reached us only at 2pm when the towing vehicle was sent to pick the car up. At around 3.45 pm the towing vehicle reached us. I would like to address the following issues and expect a respond on the same :

No clarity in policy for accidents
There was no back up car provided after our accident and we were told to manage the remaining trip by ourself. We used close to 80 kms of our 350 kms plus package and we had close to 2 more days left on our rental.
Ideally in such scenarios, zoom car should provide a replacement or either refund some part of the money as they are already charging us for the damages that has taken place due to the accident.

Poor turn around time for addressal of the issue
The customer care team took close to 4 hrs plus to solve the issue. An accident scenario requires prompt resolution. Suppose if we were injured, waiting for so long would have lead to something fatal.

Inefficency in the way to estimate the damage
We had to send repeated videos and images too assess the damage. Zoomcar needs to re-work their policy here. Instead of sending video images and clips there should be an sos team that should send a mechanic to # the damage as soon as the accident is reported. This will save our time and as well as their time while assessing the damage. As we waited for so many hours we had to rebook our accomdation and all our plans to visit the city were futile.

Insensitive customer support
Some of the customer care support were very rude to us and had no clue about polices under this scenario.

Better insurance terms and conditions coverage
We were charged 10 k for the damage with no clarity as to the what actually happend to the car. Insurance ideally should take care of all the damages and we felt that we have been over charged as there was only minor damage to the vehicle.