Zoom Car — late fee charged in spite of promise of hours extension

Address:

560078

Issue: Promised an hour's extension but have charged late fee.

My Booking ID is JPS64S8L4.

I had booked a Tata Hexa for a short trip with my family on 22nd Sep 2018.

It was supposed to be delivered home (Kumaraswamy Layout) at 9 AM.

However I got a call from Zoom Car team (Spurthi) at 7:25 AM who apologized saying that car has met with an accident (one at Swagath Garuda Mall) and thus home delivery cannot be given.

We were more than 5 members so I did not accept Eco Sport option.

I then was asked to pickup from Rajajinagar. I said that it was too far. She mentioned that the only other option for 7 seater was in Koramangla (Sony world signal).

She also mentioned that I will be given 2 way cab refund. I also asked for credit for excess KM as I was traveling north of Bangalore and beyond and I would have to travel all the way back to Koramangala. She said that only one of them can be provided.

I also asked for an hours extension as I had to now travel all the way to Koramangala to pickup and drop back and thus dropping by 5 PM was doubtful. She agreed for 1 hour extension.

I took the car and finished my trip and reached by around 5:30 PM. I also got a call from Zoom car executive Mohan on whether I had returned the car.

I mentioned that I was in the parking lot and about to return. He also helped me fix the closing of booking by giving instructions to Jeevan (zoom car person on the parking lot).

I mentioned that app is showing that I have exceeded the end time.

He mentioned that the extension is available so not to worry.

The same was told by Jeevan but he asked me to call customer care to waive this off and make the payment.

I tried several times to contact the customer care but the call would disconnect upon pressing option 6. Finally I decided to take email support.

Those guys kept mentioning that Late fee is valid and as per policy.

Their support reply would be only once per day and I was getting emails from Zoom car to pay the remaining amount in which Late fee had been levied.

I finally entered the refund questions queue and asked the customer care executive to help me waive the late charges.

To my surprise, he said that I had denied 1 hour extension option with Rajajinagar pickup and thus late fee was levied!!! He also said that 300 credits were given as I picked up Koramangala. I argued saying that Zoom car had caused inconvenience by not giving vehicle on time and made me travel 11 KM to pickup the car. So that credits were given as an inconvenience as explained by Spurthi on 22nd Sep morning.

He said that no matter what, the decision is final and the charges have to be paid.

I have paid the charges and am extremely disappointed with Zoom car to have promised something and now talking policies.

Please help me refund the late charges and provide me justice.

They have to understand how to put oneself in customer shoes and ask what would they do if they were called 90 minutes before the car delivery time and given options to choose between a 15+km pickup point and a 10+km pickup point.