Zoom Car — falsely & unfair charging of fine
Mumbai, Mumbai City District, Maharashtra, India
Gogovinda03 on Jul 10, 2019
This is regarding booking Id JPS6B5YJ8.
Firstly, we booked Tata hexa but zoomcar people changed the car in last hour to mahindra marazzo, please note that this could be their strategy to provide faulty car and make money from customer.
When we took off the car, we felt that the gear shift is not as smooth as it should be. After around 80kms it became too hard to shift the gear & eventully the car stopped accelerating.
In the middle of our journey, we somehow managed to park the car roadside & searched for a mechanic only to realise that the clutch plate of the car is completely broken. Mahindra Marrazo is a newly launched model & a clutch plate cannot break in a normal 80kms drive.
In the middle of nowhere, rotting under the sun all this while we were continuously trying to reach zoomcar customer care & it took them 5-6 hours to and yet no decent help. We were told that a taxi with free 50 kms will be provided but didn’t get it on time. I was also told that a full or partial refund will be provided, but instead now they are charging 7k extra for the damage.
So around 7-8 hours we were with their broken car, stranded in the middle of nowhere, with no proper help. We had to stay on waiting for 20-30 minutes on customer line only to hear that I’ll get a call after 10 minutes & like this 6 hours went by. Their toll truck also couldn’t reach on time.
Lastly we somehow managed to get a customer executive to lock the car (with key inside), by their centralised system remotely. We parked the car at roadside nearby a hotel, from where their toll truck took it away later.
Instead of charing me 7K as penality, I want answer on my spoiled trip, wasted 6 hours stranded in nowhere. We had to book from a local cab from there at a very unreasonable price only to not spoil our trip which was caused by Zoomcar.
My points are mentioned below:
1) I have recording of our initial telephonic conversation when vehicle stopped working in which they have told that they will refund the amount.
2) Zoomcar also told to pay the fare of taxi for 50KM from the location where car it stopped. I did not get any cab on time or money for it.
3) we have also refiled the diesel of amount 1000 but haven't got the refund for that.
4) I also want to mention you that this was booked during a heavy discount period. And last moment car change, all this doesn’t seem very fare.
I request you to take this up & help me dealing with zoomcar in a fare manner.
[Jul 11, 2019] Zoom Car customer support has been notified about the posted complaint.
Verified SupportZoom Car Customer Care's response, Jul 16, 2019
We understand your disappointment here. We see that the charges are appropriately levied on the booking. We are sorry to inform, we will be unable to reverse the damage charges levied on the booking. Hoping for your kind understanding in this regard.
Verified SupportZoom Car Customer Care's response, Jul 17, 2019
We understand your concern here. The charge has been levied only after the proper inspection, the charge levied is valid. We regret we will not be able to do much in this case.
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