[Resolved] Zoom Car — falsely charged
IInjeel Ahmed on Sep 20, 2019
I booked a zoomcar few days back and met with an accident because of which the whole rear windshield was damaged. Right after the accident i notified zoomcar about it and i was told that i will be temporarily charged rs.10, 000 which will be updated as soon as i reach the zoomcar station and the inspection is done. After inspection i was told that only the rear windshield is damaged and i will have to pay the charges as per zoomcar policy. I read the policy and it says the damage charges for verna's rear windshield is rs.4000.
But i have been charged rs.10, 000.
Since i paid security deposit of rs.3000 while booking and i was supposed to get back rs.3000 for the fuel, zoomcar is asking for rs.4000 now.
But instead i should get rs.2000 from them now because i was supposed to get rs.6000 back refund (Deposit + fuel) and damage charges (Rs.4000 as per policy).
The mistake they did was they applied the temporary charges of rs.10, 000 on me and then added the actual charges of rs.4000 and later instead of removing the temporary charge applied earlier, they removed the actual damage charges and asking for rs.10, 000
I have mailed them 10-15 times, after mailing them 5 times i get 1 response and then again no follow up. I have call recordings too, they said they will contact me in 24 hours but i got no call from them. Now they have sent me a recovery notice. I used to really love zoomcar support but this experience had changed everything. I have not seen such pathetic support system.
I tried explaining them many times but they are not getting the point. They have no explanation of the damage charges, they simply say it is applied as per the policy but again their policy itself says the charges should be rs.4000 then why i have been charged rs.10, 000? No answer to that.
I mailed them thrice asking for the charges breakdown, but got no response from them. I have all the proofs and call recordings.
Complaint marked as Resolved 2019-09-21 02:09:22
After multiple mails and calls, one of the executive finally understood the issue. I talked with 5-6 executives and all of them were not even trying to understand what I was saying. They kept on giving me their robotic replies. I suggest everyone, whenever there is any kind of issue with the zoomcar, don't forget to record all calls and try to resolve query through mail so that you will have all the evidence with you.
[Sep 20, 2019] Zoom Car customer support has been notified about the posted complaint.
Verified SupportZoom Car Customer Care's response Sep 20, 2019
We are sorry to know that there is a discrepancy in the charges, please share the booking ID for us to have the issue checked.
Verified SupportZoom Car Customer Care's response Sep 22, 2019
Thank you for notifying us. We are sorry for the disappointment caused, we will surely have this checked and take necessary action.
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