Zoom Car — Fraudulent behavior (With proofs) of zoomcar executives and advocate anitha.

Address:	Bangalore, Karnataka, 560038
Website:	www.zoomcar.com

Below is the mail sent to zoom car support

Hi all,

(Please find the attachments accordingly)

This email is to report the worst customer service and threatening behavior of zoom car which has given us life threatening ride after many false promises which would result in the negative publicity of such a huge organization.
I'm aditya, working as a web developer (Metrix lab pvt ltd) in hyderabad planned for a trip to ooty and booked a car in zoomcar accordingly for 2 days and 5 hours i. E 10th june 2017 2:30 pm to 12th june 2017 8:00pm with the booking id jps6twwlx for a honda city for 550 kms.

I've reached the pick up location on time and found that there was no one there and i could find the location to be so creepy. Only a computer placed between the trash and papers thrown all over the room, five minutes later a person called me and gave the keys of the vehicle to check. I can see the vehicle parked down and inspected the vehicle and taken the videos and photos of it. I found the vehicle to be in worst condition physically and does not even have windows washed and floor mats available and immense of noise from dashboard and cabin.
The fleet in-charge person have taken the mobile from me and checked the list himself with my knowledge. I've then called the zoomcar and joseph spoke to the fleet person and promised me that the vehicle engine condition and performance is good though the physical appearance is not. I was made to wait and someone just cleaned the vehicle for name sake.

I believed his words and continued my journey by one hour late there. As soon as i started my journey, i found that the vehicle condition is not good as it hits the speed breaker every time the vehicle moves on it. However, i managed to drive slowly and reached ooty in 5 hours travelling slowly. On 10 th june i checked into my hotel by 10 pm and started the journey to explore ooty with my family at around 10:30 am the next day. After travelling for 30 kms, a weird smell started coming from the tyres and i stopped the vehicle and shocked to observe that the temperature of the tyres is melting the plastic wheel pads and smoke coming heavy from the tyres when water touches them (Find the attached video). Before that, the break pads started giving a huge noise when ever the break is applied. I reported the issue immediately to the zoom car customer support and waited for a response for more than 6 hours on road, due to which my meeting has got cancelled and my over all schedule for the day has been spoiled. My brother surya and i reported that on a serious note to the support team. My case 468149 is registered and got a resolution from the managers ganesh and diwakar. Please listen to the over all interaction with diwakar about this issue attached to this email.

I wanted a car urgent and they were unable to provide a proper resolution as the location was different compared to the pick up location. They asked me to get it repaired, or offered to extend the vehicle for 8 hours or 1000 cashback or 2000 credits or exchange with honda jazz at evening around 7:30 pm. I was not ready to accept any of them because i had my schedule fixed and after waiting for hours on road i've requested to get the refund for 1 day as the whole day was wasted on roads and would not be able to cover 550 kms for which i've actually booked the car for. They were unable to provide the refund and i accepted it. Later, i got the vehicle checked from the local mechanic who told the disc pads of the vehicle are worn out and it was used in a rough manner all these days and due to which the disc pads and the wheel condition is too poor as the vehicle was run for over 80000 kms. Mechanic asked me to manage the vehicle to move slow and to use the breaks gently. I've intimated the zoom car that the break pads were worn out on my first interaction with ganesh and diwakar.

I managed the vehicle to move slowly continued the journey for my time and at the time of returning the vehicle i've dropped it in different location at coimbatore before time at 7:45 pm as the condition of brakes was not good. I intimated zoom car before and submitted the vehicle there to james, who inspected the vehicle and agreed that the break pads issue was there with the vehicle. Zoom car has charged me 300 for the dropping charge even though there was a promise from zoom car customer executive that i will not be charged nothing and i was advised by the zoom car support to drop the vehicle at airport location.

After dropping the vehicle i called zoom car around 10 times that the trip was not ended by the executive. Late night at 10:30 pm they confirmed that the vehicle has been returned back and next day i received a message from zoom car that i've to pay a sum of 3800 rupees as maintenance charges towards the brake pads being worn out. I've intimated the same on call to the support team and raised a complaint that there was no mistake from my end to pay 3800 rupees instead zoom car has to pay me compensation for the false promises and keeping my life at risk allocating such a faulty vehicle. I received a call today from an advocate anitha, who threatened me to pay 3800 rupees as if i've spoiled the brake pads of the car. She said "car was given to you in immaculate condition and due to your driving break pads are worn out, you should pay the outstanding amount or else action would be taken". She criticized me that zoom car would not reimburse the fuel amount and the fuel receipts were not yet verified. She was very rude and did not even possess human nature to speak with a fellow human. She addressed herself as advocate and started threatening in a worst manner. Please find the audio recording with her in the attachments.

I did not even get the fuel bill reimbursed and moreover i'd take forward this issue with proofs of photos and videos to the national electronic media, consumer forums, court and police if i did not get any response on this.
I do not want zoom car to play with customer's life. I'd not prefer to see any users to face such an incredible experience.

Please find my allegations and provide meaningful answer to me for the following questions.

1. Who is anitha, the advocate to call me and threaten and speak in such a rude tone? An advocate is supposed to call customer when the customer is not responsive or refuses to pay the amount billed. Here, i've raised a complaint to re-check why i was billed 3800 rupees.
2. How can anitha say that my driving is responsible for the break pads to worn out? How can the brakes of the a vehicle such as honda city worn out after driving for 100 kms? Can you prove or track using the gps that my driving is harsh or i've gone crossed a speed of 100kmph? I'd bet my life on that.
3. How can she insult me about my driving skills or the way i drove the vehicle?
4. How can she say that she spoke with the technical team and came to a decision, when i've only informed the zoom car support team as soon as the break pads started giving the sound. What was her findings there? Please train her that brake pads gets worn out according to the usage and the odometer run and not if a person drives it for 100 km.
5. Why joseph had given me a false promise that the vehicle's engine and performance was good?
6. Why the car was not neat and had hell lot of dents and issues with physical appearance (Asking because zoom car advertises that the cars would be handed over in a neat and perfect condition?
7. Isn't the zoom car's responsibility to check the tyres, breaks and break pads before delivering? Or am i supposed to check the internal parts carefully? If so, how can i check the disc pads, which were going to worn out in 100 kms?
8. How can i figure that the vehicle's suspension is completely failed with out driving?
9. Why zoom car is not bothered about the customer's safety after coming to know that the tyres are getting too heated and break pad fail?
10. How can diwakar set a deal with me about the cashback amount or credits for the inconvenience caused?
11. I've requested for one day refund as i've wasted my time on roads and cancelled all the plans due to the faulty vehicle. How could that be a demand?
12. I'm least bothered about 3800 rupees, but highly frustrated by the behavior of anitha, the advocate and zoom car team. Also the way she spoke is very impertinent.
13. The agent james, who collected the vehicle from me was threatening us because they would charge me extra and was inquiring me in a unprofessional manner being rude.
14. How can anitha say that the car was in immaculate condition? Please check the vehicle condition in the video file attached and give me an answer.
15. I've waited 6 hours on road with out any appropriate response from you. How can you expect a customer to get the repairs of the car done, even though you reimburse them? Are we the slaves for you?
16. And your advocate anitha repeatedly saying this is not a genuine case. Are we fools to come coimbatore from hyderabad take the car from you people and face this issues.

Please prove me wrong in this case, i'd pay you back the fee you've charged me illegally.

Finally zoom car, please do not only try to do business. Value your customers and value their lives. Still i believe that you take care of customer's safety.

Thanks in advance for helping. Please find the attachments.

Kind regards,
Aditya sai,
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