[Resolved]  Zoom Car — false charges and customer harassment

Address:

Gautam Buddh Nagar, Uttar Pradesh, 201301

Dear dhrubajyoti datta,

This e-mail is with reference to the booking made by you with zoomcar through company's webpage/mobile app with the following details -

S. No booking id car provided start time end time pickup point drop off point initial rental security deposit outstanding
1 jps6brmmh dl1na2723 28/04/2019 10:00 28/04/2019 19:35 noida sec-28 (Opp gip gate no. 2) noida sec-28 (Opp gip gate no. 2) 1857 0 10472

It has come to our attention that the car has been used in excess of the paid rental amount and in accordance of the agreement duly verified and acknowledged by you, you are liable to make payment of ₹10472 to the company. Please note that failure to make payment of the due amount will render you liable to civil proceedings and the company would be entitled to recover the due amount by attachment of your property (Movable/immovable) or otherwise. Further, willfully declining or making delay to pay the above said outstanding amount could also subject you to criminal proceedings.

We therefore request you to make payment of the aforementioned outstanding amount of ₹10472 within 5 days of this mail, failing which we shall be constrained to initiate against you civil and criminal legal proceedings as are warranted by law for recovery of the due amount. Please note that in accordance with the member agreement displayed here, duly verified and acknowledged by you, the company is entitled to recover all costs incurred in initiation of legal proceedings.

Thanking you
For zoomcar india private limited
Sd/-
Anitha rajasekaran
Signatory authority

This was the e-mail i received from zoomcar. Following is my reply.

Hi,

Firstly, please be a little more specific on how "the car has been used in excess of the paid rental amount".

Secondly, "in accordance of the agreement duly verified and acknowledged by you"- this acknowledgement was a result of the harassment that i have been put through that without any proper justification of the penalty being levied against my account.

Despite repeated denial of any damage been done to the car during the time it was under my usage, i was harassed for pre-existing issues with the car.

Also, i clearly remember of reporting by uploading images of all the scratch marks and dents before taking the car from the pick up point. I had also uploaded images of the car while closing the trip, which clearly proofs the fact that there are no additional damages done to the car during the time it was under my usage.

Hence, i request you to provide me any proof against the fact that i was not responsible for whatever usage is being referred to in excess of the already paid rental amount.

As per my knowledge, there was no damage done to the car. Henceforth, please do not harass customers this way.

Regards
Dhrubajyoti datta

Following is the reply from zoomcar

Hello dhrubajyoti,

Greetings!

We understand your concern here. We did check and see that the rear door and the quarter panel was damaged during your reservation. Hence, we have levied the charge.

The charge is valid. We regret we will not be able to reverse the charge.

Regards,
Ramya

This is my further reply to their response

Hi,

In response to the feedback "the rear door and the quarter panel was damaged during your reservation" - please do not file any false complaint against the customer for the sake of levying some additional charges, it's a harassment to the customer. I have very clearly mentioned in the complaint that there were no such damages done to the car during the time it was under my usage

I once again request you to compare the images those i have uploaded before starting & after completing the trip, which clearly proofs the fact that there were no such damages done to the car during the time it was under my usage

Hence, i request you to provide me any proof against the fact that there was no such damages done to the car during the time it was under my usage.

I once again request you to not to harass the customer by levying wrong charges for the damages that he is not responsible for.

Regards
Dhrubajyoti datta

Following is the reply from zoomcar

Dear dhrubajyoti datta,

This e-mail is with reference to the booking made by you with zoomcar through company's webpage/mobile app with the following details -

S. No booking id car provided start time end time pickup point drop off point initial rental security deposit outstanding
1 jps6brmmh dl1na2723 28/04/2019 10:00 28/04/2019 19:35 noida sec-28 (Opp gip gate no. 2) noida sec-28 (Opp gip gate no. 2) 1857 0 4472

It has come to our attention that the car has been used in excess of the paid rental amount and in accordance of the agreement duly verified and acknowledged by you, you are liable to make payment of ₹4472 to the company. Please note that failure to make payment of the due amount will render you liable to civil proceedings and the company would be entitled to recover the due amount by attachment of your property (Movable/immovable) or otherwise. Further, willfully declining or making delay to pay the above said outstanding amount could also subject you to criminal proceedings.

We therefore request you to make payment of the aforementioned outstanding amount of ₹4472 within 5 days of this mail, failing which we shall be constrained to initiate against you civil and criminal legal proceedings as are warranted by law for recovery of the due amount. Please note that in accordance with the member agreement displayed here, duly verified and acknowledged by you, the company is entitled to recover all costs incurred in initiation of legal proceedings.

Thanking you
For zoomcar india private limited
Sd/-
Anitha rajasekaran
Signatory authority

This is my further reply to their email

Hi,

Firstly, thank you for acknoeledging the fact that the charges were wrongly imposed on me and partially waving off the charges

In order to reply to the feedback "we did have a proper inspection and levied the damage charge. Also, we have made the necessary changes under the booking and we have levied the charge based on the damage caused" - please do not file any false complaint to the customer for the sake of levying some additional charges, it's a harassment to the customer. I have very clearly mentioned in the complaint that there were no such damages done to the car during the time it was under my usage

Please compare the images that i have uploaded before starting & after completing the trip, which clearly proofs the fact that there were no such damages done to the car during the time it was under my usage

Hence, i request you to provide me any proof against the fact that there was no such damages done to the car during the time it was under my usage.

I request you to not to harass the customer by levying wrong charges for the damages that he is not responsible for.

Regards
Dhrubajyoti datta