[Resolved] Zoom Car — excess late fee charges

winnymarge

from Balasore, Odisha

Feb 5, 2019

Address: Pune, Maharashtra

Hi there

This is with r garda to my completed car booking with id jps6fp29h

I had booked a car on 3 feb and picked up from marunji, pune to go to mahabaleahwar. While on my return journey there was heavy traffic in the highway and i had exited the trip by 3hrs and paid rs.490 but still couldn’t make it

So i called the contact center for help to drop the car at different location as i had a flight at 10.55pm. The advisor had told me that i can drop but there will be a penalty of rs.2000 and late fee which i paid instantly

At 9.30pm i dropped the car at viman nagar and tried to complete my trip but the app did not alone to do so as i was out of the initial location. So i called the contact center again and they asked me to handover the car keys to the zoomcar executive and leave

I again called the contact center and told them i will not pay late fee if that charge for 24 or 48 hrs

Now you guys are asking me to pay rs.9574 for 23 hrs.

Why will it take 23 hrs to take the car from viman nagar to marinji?

This is just fleecing money from consumers.

Also as per policy late fee is only 300/hr and for 23 hrs it’s only 6900 why are you asking me to pay 9574?? This is cheating.

I need a solution and if you fail to do so, i’m taking this up with consumer court and cag team

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Mar 12, 2019

Complaint marked as Resolved

Zoomcar customer support has been notified about the posted complaint.

Verified Support

Feb 06, 2019

Zoomcar Customer Care's response Hello Winny,

Thank you for reaching out to us.

Based on the escalation raised we did a thorough check on the booking. Upon checking, we understand that the vehicle was parked at a different location other than the allocated location.

The only reason why we do not accept the request for a different drop off is that we do not have resources for the moment of vehicles. Hence, we charge a penalty for different location drop off.

We believe the same has been communicated to you at the time of drop off. We did have it calculated and we find that the late fee and late charges have been levied as per the policy.

We regret we will not be able to reverse these charges.

Hoping for your kind understanding here.

Regards,
Sowmya

Feb 06, 2019

Updated by winnymarge Hi Sowmya,

You did not answer my questions...

Point is not about the penalty. I paid the penalty already and the clarity I want is on the late fee calculation.

As per policy its 300/hr & for 23 Hrs its only 6900. Why are you charging me 9574??

And will it take 23 Hrs to move the car to the original drop location.

If you do not have sufficient resources then its not my problem. You will keep the car for ages and charge it on customers for your delay.

For my drop in a different location, I already paid a penalty of Rs.2000. What is this supposed to mean? On top of this you are charging me for 23 hrs as late fee and that too incorrect amount...

Answer my questions.

Feb 07, 2019

Updated by winnymarge Hi,

Why is there No Response from ZoomCar?

Just because the payment is made???

Verified Support

Feb 08, 2019

Zoomcar Customer Care's response Hello Winny,

We are sorry for the delay in response.

We did go through the points that you have shared. We shall surely explain you about the charges that are levied on the booking.

As per our policy, if the vehicle is dropped off at a different location other than the allocated location. The customer will be charged 2000+ late fee and late charges until the vehicle is dropped back at its original location. Hence, you have been charged both late fee( hourly rental of the vehicle) and late charge (penalty for the delay).

Upon checking, we understand that our representatives had informed you about these charges.

We regret to inform you that we will not be able to reverse/reduce the charges levied on the booking.

Hoping for your kind understanding in this regard.

Regards,
Sowmya

Feb 08, 2019

Updated by winnymarge Hi Sowmya,

You are missing the point here.

First of all, let me make few things clear.

Your representative gave me the information about the penalty and the late fee.

I paid the penalty and made the payment in full..

You still not clarified the amount I was asked to pay which I paid also.

My question is for 23 hrs, the late fee is 300*23=6900. Why did you charge me 9574?

Pls clarify this.

Feb 11, 2019

Updated by winnymarge Hi Sowmya,

I did not see an explanation for the question I have raised.

Im taking this up with CAG Team and rest of the consumer forums