Zoom Car — jps6ba2mw: unsafe old cars given by zoomcar to customers and no customer support
Mumbai, Maharashtra, India
Raravindrapatidar on Jun 24, 2019
My booking no is jps6ba2mw. I had taken a ford figo on rent for about 1 & half days. Firstly, the delivery boy came at 6:30am instead of 8am banging our door. He dropped the vehicle in someone else's parking and just fled away giving me the keys. He lied to the security guard saying that he will be back in few minutes. It created a lot of mess because of the wrong parking in the society. When i called this delivery person, he said that his other delivery was coinciding, so he couldn't be coming at scheduled time.
Major trouble started after this. When i went to start the ignition, engine wasn't starting. Now we were badly stuck. I tried reaching delivery boy, he said he can’t help me and gave field guy's number. Field guy said he can’t help me and i should try push-starting the car. Then i spoke to the call center after a long waiting time. Call agent spoke to the field guy and confirmed me that car had a battery issue. She said that the service team will call me. Then the service team guy calls and says that since there is no alternative vehicle available so either i cancel the booking or i take help of some local mechanic.
Left with no options, i called a mechanic who started the vehicle somehow. We drove 4 hours straight and reached the destination. Forgetting the bad experience, we thought of continuing our travel plan next day. But again when i tried to start the car; battery was completely dead. I called the call center again and they said i will get a call from service team. We asked for help from an unknown driver as we were stuck and there was no call from the service team till then. First we tried to push the vehicle which was of no use. Then driver started the car connecting to his car’s battery. He instructed us not to stop the engine. We cancelled all our further travel and decided to drive back home directly. After a drive of about 4 hours, as soon as we reached society parking, by mistake i switched off the engine and car was again stuck. Along with my wife, i had to push the car to some corner. I called the delivery boy and asked him to pick it up. He refused. I called the field team guy, who said he will not do anything till call center tells him to pick it up. I called the call center after multiple disconnects of 10 - 15 minutes each and they said someone from service team will call back. But again there was no call. I tried the call center with multiple fails. This time the agent again said the same thing that i will get call from service team, which i received in next 5 minutes.
After understanding the event, person said car will be towed by them and said field team will take care of it. Next 2 hours, there was no call from the side. I called the call center & support enter at least 20 times which didn’t connect at all (It was in waiting forever). I called the field team and person said that he doesn’t have anyone to come to my building. I dropped a message on facebook when i think someone spoke to the field guy. On calling the field guy again, he said that he has just got the instruction to pick up the car and he will send someone. On following up with him for 5 times he sent someone to pick the car. All these whiles society members & security guards were getting troubled because of the car standing oddly in the parking floor. Someone came after a while and took the car.
I have following issues with the company:
1. Why did zoomcar push a faulty vehicle on me deliberately and spoiled our anniversary. Does any action happen on the concerned person or is it just part of design to squeeze money out of old faulty vehicles?
2. When the service team got to know that a faulty vehicles has been pushed on the customer, do they have no liability beyond cancellation & refund. If zoomcar can’t arrange a vehicle on last moment, how the hell they expect customers to arrange it for themselves and cancel the booking?
3. Why is there no emergency number which can pick up customer’s phone in few minutes in case of emergencies? Why has management taken this decision to push the waiting time up and let customer suffer in case of accidents/ breakdowns & other emergencies?
4. Even after such a horrific incident; there is no refund and not even a formal apology from any responsible person int he system.
[Jun 24, 2019] Zoom Car customer support has been notified about the posted complaint.
Verified SupportZoom Car Customer Care's response, Jun 28, 2019
Please accept our apologies for the trouble you had to go through during your reservation.
In regard to the car condition, we do follow a strict protocol in ensuring that the vehicles are well maintained. Reviewing your comments regarding the vehicle condition. We definitely understand your disappointment with the service.
We are working on it, our team shall reach out to you and share an update at the earliest.
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