[Resolved] Zoom Car — falsely charged damage fine

 
5 Reviews
Bangalore, Karnataka, India
 Nitin_T
Hi all,

I have had an awesome journey with zoomcar up until now, when i am charged a damage fine of inr 7, 000/- for no true reason.
I understand all kinds of fine and charges levied as (You can check my history that) i've been an avid user (Booking zoomcar in the past years, since it's onset in bangalore). I've even recommended and got my friends as customers to zoomcar through the app and also with word of mouth propaganda.

But, with this painful and unjust incident of being fined unreasonably and how i was spoken to by customer care with this booking i'm not sure i will be able to trust zoomcar ever again.
This is clear insult to me as a driver as well!

When i submitted my car, it was checked thoroughly by the zoomcar executive and he himself completed the 'end trip formalities'. At that point it he did not say anything about the damages. My trip outstanding showed zero. Once i left the place i saw that my booking shows an outstanding amount of 7000 because of damage charges. I was shocked and surprised and i immediately complained to their customer team. They came back to me saying i had damaged their windshield and hence i was charged 7000. I clearly told him this is false and baseless and why did the executive not highlighted this before completing my end trip formalities? To which he started arguing and spoke to me in a very rude and unprofessional manner. I was so shocked to see him talking in this way. I told him i have video of before and after the drive (Of car) and there is no sign of any damage (Caused by me) whatsoever but he was in no mood to entertain my request. He simply said they have investigated and i need to pay. All this happened within 4 hours of me completing the trip (Just imagine how quickly they investigated everything as if they had nothing to investigate)

My questions -

1. If there were damages, why did the executive completed the formalities mentioning no damages?
2. Why was the damage evidence and report not shared with me?
3. When i contacted them, they said windshield got damaged due to stone hitting, but i still can't find any damage visible to my naked eye in the photos which i took after my trip
4. Zoomcar policies state that (Attaching the proof as well) for any major damage to windshield the charges are 7000. If it was a major damage how come your executive did not notice while checking the car with me? If the so called damage is not even visible to naked eyes, how can you categorize it under major damage?

Please let me know if i can still trust anyone from zoomcar team for justice in this regard? I'm being threatened by zoomcar legal team with legal proceeding. I really don't want to pay for something without any fault of mine. The money we earn is our hard earned money and i can't let someone take it away by fooling me. I will fight until justice is done. I request all of you who faced similar situation to rise and fight these fraudsters.

Thanks,
Nitin
Booking id - jps6talot
Complaint marked as Resolved 2017-10-12 09:36:30

Complaint Status


[Sep 09, 2017] Zoom Car customer support has been notified about the posted complaint.
Verified Support
Zoom Car Customer Care's response Sep 09, 2017
Hello Nitin,

Greetings!

Firstly, please accept our sincere apologies for the inconvenience caused. We always strive to create a positive customer experience.

We did have a thorough investigation done on the issue. We do not charge our customers needlessly, after a thorough check then only the charges are levied on the booking.

We did investigate the charges levied. The findings conclude that the damage occurred during your reservation.

We also had a cross check on the charges with our ground team and we find that the charges are valid.

Our support team has made all efforts being transparent in terms of charges levied and we will be unable to reverse the same. Our users are responsible for securing the vehicle during their reservation.

Thank you for your understanding in this regards.

Regard
Zoomcar
Updated by Nitin_T Sep 09, 2017
Once again a standard response!! Looks like a BOT is responding.

I asked you simple questions, why can't you reply back?

I asked you to provide me information on what was damaged? Your App does not show it, you do not care to share it over email too. Can you share with me the image /video of the so called damage?

Can you also answer why did your executive not highlighted this when he checked the vehicle along with me and completed my 'End transaction' formalities?

If you don't care for your customers just accept you don't care, your decision is final and you don't believe in transparency.

Please stop sending your standard replies.

Regards,
Nitin
Verified Support
Zoom Car Customer Care's response Sep 10, 2017
Hello Nitin,

Greetings!

We understand your disappointment here. We have shared the damaged image at your registered mail ID. We do not charge our customers needlessly, after a thorough check only the charges are levied on the booking.

We investigated on the charges levied. The findings conclude that the damage occurred during your reservation. We did check the user checklist, which was filled at the start of the booking and we find that you had mentioned that there were no damages to the vehicle.

We also had a cross check on the charges with our ground team and we find that the charges are valid.

Unfortunately, we, will not be able to reverse the charges levied.

Hoping for your understanding in this regard.

Regards,
Kiran.S
Complaint comments  4 Comments     Updated: Share0Tweet0

Comments

Commenting as one more affected Zoomcar customer..

In the recent past, I too had been wrongly charged a fine of INR 200 by Zoomcar being stated the reason as giving severe damages to the zoomed car.
First of all, if it were true it could never be a fine of just INR 200 for 'severe' damages.

Now, one more thing to note is this was auto deducted from my already-paid security deposit without warning. Had I not noted the difference and raised an alarm I would have been conned there itself.
So, after raising the concern with the team I could get the issue sorted with 3-4 email conversations (although it really felt insulting and disgusted to being fined at all).

Thanks,
Shukla
Bangalore

P.S. I'd be skeptical booking Zoomcar again or referring to my friends.
Nitin_T's [Complaint's author] reply, Sep 9, 2017
Thanks Shukla. Recently, I see a lot of complaints against zoomcar for Fraudulent practices. I wish we have a mechanism to take action against these guys..
ShuklaBLR's reply, Sep 9, 2017
I find similar complaint here

https://www.consumercomplaints.in/zoom-car-zoom-car-is-charging-me-with-5000-rs-for-vehicle-damage-which-wasnt-caused-by-me-c1313146

How can they come up with round figures to fine customers? This is interestingly to note.
Nithin,

Zoom Car and its founder Greg Morgan & David Back are big fraudsters. Every day they are looting customers. I have another 15 customers who have gone through such experience.

Hundreds of customers are waiting for thier hard earned money. They have one sided investigation and they always have one single answer to every one that ., sorry our charges are right and correct ..

Start writting about Zoom car taking the name of its founders in your complaint, on FB & Twitter. We can together make this compoany shut thier operations and send these ######## back to thier own country.
Hi Friends, This is my humble request...
If you wish to rent a car from any Car rental companies... Please go ahead with any other companies. ZOOMCAR is worst service & Bad customer responds.

I have booked few booking in zoom car but overall I experienced a Bad experiences... My booking was smooth. But other booking were ended with getting cheated.

First of all, They keep changing their policies every times...When you follow some instructions in the first booking. You will be said the terms has changed in the next booking itself.

If the fleet executives decided to charge you...Then no one can stop them getting your pocket empty...Even if you call the CUSTOMER"S SUPPORT and inform or complaint them or raise any queries (or) complaints...ITS WASTE OF TIME...They will never listen and inform you to see the TERMS...

It's been worst service.
I had a similar experience last week. I took a Ford Figo from Bangalore - ID - JPS62K5UT. The person who delivered the vehicle was in such hurry that he himself completed the check list . He did not include the scratch on the front bumper and the another scratch( on the engine below the car - how am I supposed to take photo of this ? from under the car?)

I am very sure I did not drive over any high ground or high speed breakers. This is extortion from Zoom car.

They are charging 3000 for this.

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    Zoom Car - falsely charged damage fine