[Resolved]  Zoom Car — Late fee even after rescheduling confirmation

Address:	560037
Website:	www.zoomcar.com/bangalore

Hi,
Zoom car complaint number [case:161930] (Late fee)

As per the detailed telephonic conversation with your customer care office, here is a summary of the incident and the arguments from our end.
• a zoom car (Honda city) was booked by us for saturday, april 9th 2016, 9 pm onwards, till sunday april 10th, 9 pm.
• while returning to bangalore, we realized that the trip will cross the deadline of 9 pm and thereafter checked the zoomcar application on an iphone to extend the return time by 2 hours, to 11 pm.
• as per your application’s user interface, we completed the workflow and received a pop-up message information that the booking has been extended till 11pm.
• nowhere in the app or in the extension confirmation received as a pop-up on the iphone showed that the workflow will not get completed unless we make an online payment within 10 minutes of requesting extension.
• thanks to your pop up message and hidden interface we were convinced that the extension is done.
• as previously experienced 3-4 times with booking a zoomcar, it was understood that the extension money is deducted from the security deposit that is paid while booking the car right in the beginning.
• there was no intimation from your end that this procedure has been altered and that without making the payment late fees will be levied.
• had this information been upfront, we would have gone ahead and done the payment for the extension and steered clear of the late fees.
• do you think anyone who can think logically would not pay the small amount for extension and intentionally become a defaulter to pay excessive late fees?
• when we were about to reach the destination, we were told by the zoomcar representative that the payment was due and hence the extension was not successfully carried out.
• this announcement was completely contrary to the message pop up which had confirmed the booking extension. Why are you misleading your customers like this?
• on arriving at the drop point we got into an extremely lengthy discussion with your customer care office.
• it was around midnight and we did not receive any word of support from your customer care officer who kept mentioning that it was a fault from our end and therefore he cannot help us.
• it was harrowing experience and we feel deeply harassed and disturbed when at the end of a very long day of driving, we were being forced to haggle with the officer to register the complaint and help us with a solution.


As a group of professionals working in at the most reputed companies of the country, we are listing down a few basic questions. These may also help you fix these bugs o[censored]ser experience at your end so that your customers do not feel unjustly punished and cheated at the end of the journey.
1. How do you expect a traveler to discover this hidden feature of pending payment?
2. Why do you have a misleading pop-up that says it has been extended?
3. Why don’t you have a notification that says upfront within the first screen itself that a payment is required to be made?
4. Why the make payment details only when one clicks on the confirmation notification?
5. Why does it appear so low in the list?
6. How can you expect the user to complete as task on the go while driving? What if he was a lone traveler?
7. How can you be sure that even after discovering the feature, one would be able to complete the payment transaction procedure given the erratic internet connection one experiences while travelling outside the city and sometimes within the city too?

We feel extremely cheated and deeply hurt at this treatment after using your application. Please revert back as soon as possible. Requesting you to cancel the late fees and charge us the extension amount only. There is always a buffer time for 30 mins for returning the car as assured by one of your customer officer. Hence, requesting to apply the usual charges for 2 hours and remove the late fees from the transaction. Kindly reply to this email and confirm your response in writing.

Regards,
Sagar