[Resolved]  Zoom Car — false damage charges claim levied on me

Hi,

I am from mumbai & for my recent pilgrimage trip to ujjain i had booked a zoom car (Booking id: jps66vpy4) on 18th jan till 21st jan with the add on 'with fuel' option in indore city

I received the vehicle in pathetic condition & with very low fuel & was asked to fuel up myself along with the assurance of getting reimbursed later, such was the condition of the vehicle that we could see 'pan ghutka' spits in the interiors, speaking about the exterior there was no places where the car was not dented or had big scratches the car looked that it took quite a lot of beating earlier.

The clutch condition of the car was undrivable & we some how managed to complete our trip by covering the bare minimum kms mileage we were utterly frustrated.

We returned the car in as is condition to the delivery agent who apparently was fine while delivery & we were expecting our security deposit to be returned back however 2 days post ending our trip we see that zoomcar has levied heavy damage fine on us & along with additional outstanding payment, the image proof of the damage was provided by zoom car was of broken axle of the car's underbody which was already present when the car was given to us & we were unaware that the car we rode was a threat to our life

We had contacted their call center & raising the ticket on their zoom car app (Case: 1604127) we have asked for the below specific proofs & clarification from zoomcar with regards to the damage however we have not got valid response & this looks like a scam or fraud to extort money from its customers:

I have attached all the relevant proofs for our case & below are the clarifications we are seeking from zoomcar with respect to the false damage claims:

- firstly, drop-off time mentioned in the zoomcar app and that of the shared images do not match. The shared images have a timestamp of 21st jan, 2020 at 3.52pm & 3.53pm respectively which is way before than the actual drop-off timestamp of 21st jan, 2020 at 4.30pm as given in the zoomcar application.in my knowledge, the application logs the timestamp only after the otp has been entered. How could someone have clicked pictures of the car before it has been handed over? Please explain.

- the shared images in anyway do not state that they belong to the same vehicle that was handed over. How can zoomcar ascertain us that shared images belong to the same vehicle?

- do you have an image of the underbody that belongs to the same vehicle which has been taken before the car was handed over to us (18th jan, 2020 at 12.00pm) with the accurate timestamp? I would like to understand how does zoomcar claim that it's a damage caused during our possession - since, as i'd clearly mentioned in my previous email, i haven't had any accident or incident that could have caused any damage. I totally deny your damage claim being levied upon me.

- the underbody check is not a part of your pre-determined check-list which occurs pre and post-delivery of the vehicle. This indicates that zoomcar is trying to extract additional money in the context of damage which isn't a part of the check-list that may have happened either beforehand or after our possession of the vehicle.

- should i assume, that the mentioned underbody damage was present beforehand, and was perpetrated to go unnoticed as it wasn't covered in your check-list - these shared images when put along with the images i've taken prior delivery of the vehicle clearly states that the vehicle was already in a very bad state & was a risk to human life - also, this further indicates that zoomcar has jeopardized the safety my life along with all my co-passenger's lives by handing over the vehicle without basic pre inspection health checks, as per the rto rules the vehicle appears to be unfit to have all india travel permit!

- i can’t help but stress on the fact that zoomcar has given us a substandard unsafe car which comprised the safety of me and my beloved ones & in case this escalates further it will be taken in as a serious point going ahead.

- i am also suspicous that the why the delivery agent who handed over the car was different than the person who took delivery of the car, we have taken the necessary pictures to prove our case, this surely appears to be a scam to extract money from the customers.

- i would like to share the video evidences for your reference hence request you to please provide the necessary email id, you yourself can judge the state of the car by referring to the attached images.

- let me be clear and state this again that i do not wish to pay up for any damage that was not caused by me during my possesion of the vehicle

As a consumer i would like to initiate this complaint zoomcar and would like to get my security deposit released & drop the false claim charges.
+11 photos
Was this information helpful?
No (0)
Yes (0)
Mar 10, 2020
Complaint marked as Resolved 
Zoomcar customer support has been notified about the posted complaint.
Verified Support
Feb 07, 2020
Zoomcar Customer Care's response
Hello Tushar,

Greetings!

We did review your complaint and we understand your disappointment here. We did check the booking and see that you have driven around 335 kilometers during your reservation and have not reported any issue with the vehicle.

Our executive has inspected the vehicle post the vehicle drop and has levied the charges on the booing. We believe our team has already reached out to you and addressed the above issue and shared all the details with regard to the charges.

As the charges are valid, you are billed Rs. 999 as per the policy.

Regards,
Appachu
Zoomcar
Complaint comments 

Comments

We also have video footage of the condition of the car which was provided to us before taking the possession of the car as a proof. Zoomcar has charged underbody damage of the car which is outright wrong because
1) We did not damage it during our possesion
2) Thier Pre- Delivery Check list does not mention to do an inderbody inception.

Zoomcar had seriously put our lives at risk by giving us unfit car to travel & now claiming false charges for it, we demand full refund for the service we took from Zoomcar.

Post your Comment

    I want to submit Complaint Positive Review Neutral Comment
    code
    By clicking Submit you agree to our Terms of Use
    Submit
    Zoomcar
    customer care contact
    Customer satisfaction rating Customer satisfaction rating is a complex algorithm that helps our users determine how good a company is at responding and resolving complaints by granting from 1 to 5 stars for each complaint and then ultimately combining them all for an overall score.
    Read more
    46%
    Complaints
    5653
    Pending
    13
    Resolved
    2591
    Zoomcar Phone
    +91 80 6748 1200
    Zoomcar Address
    #308, 1st to 3rd Floor, 100 Feet Main Road, Indiranagar, 1st Stage, Bangalore North, Karnataka, India - 560038
    View all Zoomcar contact information