[Resolved] Zoom Car — inappropriate additional charges deducted

Manish_Kmr

from Badagara, Kerala

Address:

Ernakulam, Kerala

I hired the zoomcar in cochin from 11 am on january 31 to 12 pm on february 1 (Booking number: jps6fp7s2). I received a message from zoomcar at 10 am on february 1 that i could extend the return time by paying an amount. I actually felt that i would need the car for a little longer than the previously scheduled return time. So, i extended the time of return by 2 hours for which they charged rs. 215 that i paid. I returned the car by 1:50 pm. Everything was checked and no damage was noted.
I was later stunned after seeing the additional charges. They charged me a late fee of rs. 219 and a late charge of rs. 600 (A total of rs. 819) that was deducted from the initial deposit. This amount was in addition to rs. 215 that i paid for extending the time of return by 2 hours. So, they charged me a total of rs. 1034 for extending the time by 2 hours! They should not charge the customer additional amount if one has already paid for the extension in advance like i did.
I tried to contact zoomcar by phone but could never reach them. It asks to press 6 for other issues and pressing 6 invariably leads to disconnection of the line. I also could not find an email id to contact them. This whole process has led to a huge waste of my time in addition to the frustration and the feeling of being cheated.
I hope a proper action will be taken regarding my complaint.
Thank you!

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Mar 30, 2019

Complaint marked as Resolved

Zoomcar customer support has been notified about the posted complaint.

Verified Support

Feb 21, 2019

Zoomcar Customer Care's response Hello Manish,

Greetings!

We are sorry to know about the discrepancy in the billing.

We did check and see that the charge levied on the booking is invalid. Hence, we have reversed the charge.

The amount has been initiated through IMPS. Please note, within 24 hours a link shall be shared to your registered email ID. Kindly log into your Zoomcar account on the website and then click on the link. On the landing page, please add your bank credentials and submit. The refund amount shall be instantly transferred to your bank account or you can log in through the app. Navigate to your completed bookings page. Under the respective booking, you shall find the option "Get refund". Click on the same and add your bank credentials. Once done, within 24 business hours, the amount shall reflect in your bank account.

Regards,
Ramya. S

Feb 22, 2019

Updated by Manish_Kmr Thank you for the quick response! I would like to inform you that my query has been satisfactorily resolved. I understand that this was an error and appreciate Zoomcar team for taking quick and appropriate action.