[Resolved]  Zoom Car — Invalid Damage charges levied on my account

Address:110096
Website:www.zoomcar.in

Referring to the booking ID JPS6TOQF4
Hereby, I Anant Yash, would like to draw your attention to a matter where I am in a situation which shall require your kind help.
As you may be able to retrieve the data using the booking ID, a Scorpio was booked on 16th March, 17, at 21:00 hours and was due to return on 17th March, 17, at 06:00 hours. So when I arrived at the pick up location in Mayur Vihar on 16th, I found the associate from zoom car very easily. He took me to the car which was booked for me. He informed me about a check list and the other formalities to be completed but he seemed a little hassled as there were other customers to deal with as well. So, in a hurry, he proceeded with the formalities which included completing the check list, taking picture of the car number plate along with me in the same frame and checking my Driving Licence. In a while, i was handed over the car and as you say it, I "zoomed away".
Then, the next day in the morning, i got a little late to return the car and a late fee and late charge was added to my account as per the policy. Now, the person, or the associate who was to take the handover of the car, inspected the car. While he was inspecting, I told him about a little box which came hanging near my feet where the clutch, break and accelerator be. He informed me about the box that it was a gps box and its okay. Then, he showed me a few damages, wheel cap missing, scratch on the left door and handle and a tail light cracked. Since I was the only person driving and I knew that there has been no such incident occurred which would lead to such damages in the car. I denied these damages been done by me. So the fleet member asked me to refer to the video which i must have taken while completing the pick up formalities. I had no clue about the video, so I asked him to explain me about this video process. Then, I was informed, that while a customer goes through the pick up, he is advised to take a video of the car depicting the condition of the car in which he is being given the handover. This video, helps to resolve any damage related discrepancy. But to my shock, i was never asked to make a video of the car while picking it up. So now, the associate who had given me the pick up the other day was called to ask why was the video not taken in my case. To my disappointment and shock and awe, the associate blamed it all on me that I was the one who denied to take a video.
Then, some snaps were taken of the damage and i was informed that this shall be charged to my account. I denied it again but the fleet associate asked me to contact the customer care for further help. I immediately called the customer care to know what should I do in this situation. But by that time the damage charges had not been added and so, i was informed that right now, there is nothing to worry.
After that, the same day i could see the damage charges added to my account which is completely unjust. Since then, i had been trying to communicate the issue to several customer care executives but ultimately, during my final conversation with an executive named Monica, I was informed that the charges are valid and i need to pay them. She completely ignores the fact that i was not informed about the video to be taken, also, she accepts it that the crew member might have forgotten.
I feel it completely ridiculous that how can a person forget about such an important procedure. Also, i am upset by the way, the fleet associate blamed me for not taking the video.
I also doubt, that the damages might have been done by the associate himself or he might have given the car to someone else which led to this damage before the car was handed over to me. Its my fault that i could not check the condition of the car as the associate was also hassled and i was doing it for the first time. I may be ready to pay the damage charges if you find it just and valid for me to do so. But trust me, these damages have not been incurred by me. I would have been happy to pay the charges if I was sure to have them occurred by me. Also, it would have taken me hardly 30 seconds to shoot a video of the car before accepting the pick up if i was informed about it. I had no objection in completing the formalities and have no reason to deny a process. I am very much upset by the behaviour of the fleet staff and I find it impossible to book another zoom car for myself or even recommend it to my kith and kin. For now, I'd request you to kindly look into the matter, investigate it and help me in this situation.
Thanking you,
Warm Regards,
ANANT YASH
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Apr 25, 2017
Complaint marked as Resolved 
Zoomcar customer support has been notified about the posted complaint.
Verified Support
Mar 23, 2017
Zoomcar Customer Care's response
Hello Anant,

Greetings!

Thank you for your time on the call. As discussed, we have noted all the points shared and will forward the same to our relevant team to investigate the issue and take necessary action. Please rest assured, the matter will be taken up on priority and we will surely work on rectifying the issue. Once again, please accept our apologies for the inconvenience caused.

Regards
Zoomcar
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