[Resolved] Zoom Car — LATE FEE + LATE Charge (JPS6VXA9K)

Vijayraj Dhanajeyan

from Bengaluru, Karnataka

Address:	Bangalore, Karnataka
Website:	zoomcar.com

As I am individual I don't have policies to take Zoomcars, But Zoomcars has policies, They charged late fee 165 Rs per hour and late charge 650 Rs per hour for my resent trip 13 hours delayed, this is my understanding I am clear but I paid 12865 Rs total penalty + 12 per Km +Booking amount 4445 Rs,
I think its not fair,

My last trip was pathetic because car was not in the driving condition, But I gave positive feedback because some times mistake can happen, but this time mistake is my side I booked car from 13Jan2017 morning 7:00AM to 15Jan2017 morning 7:00AM, I thought my dropping time is 7:00PM I totally forgot my dropping time, from zoomcar side no information to me (They may tried via calling but I was in my village there network was very weak they could informed by sending text message like they send over speeding messages but they didn't, still I got the message like this (Your booking ending soon. not done zooming yet?do extend your booking through zoomcar website or mobile App extention is subject toavailability...) common message like alway they send before ending your booking)...

Mistake from Zoom car side:

1. The Audio system was not working there where wait time 30 mins and key code was stacked was not working called costumer care several times not fixed, The site guy not even listening my word I will do it with that code, Zoomcar people think they only know everything.
2. Zoomcar stopped my mobility while I was in the driving for delay because of the delay, called costumer care theye said after paying late fee + late charge = 12865 Rs then only they can unlock the mobility, I paid the amount roaming here and there find network and paid full amount through mobile App. after the payment the took 45 mins delay to unlock the car to drive.(LATE FEE 165 Rs + LATE CHARGE 650 for 13 Hours + some charges If some booked the car also you lose per day amount not per hour penalty NOT AT ALL FAIR)

FOR MY MISTAKE I PAID BIG AMOUNT WILL THEY RETURN WHAT ZOOMCARS MISTAKE...

I NEED PROPER ANSWER IF I DONT GET I WILL FILE PETITION AGAINST ZOOM CAR.

I DON'T THINK ZOOMCAR WILL SURVIVE LONG IN INDIA...

-Vijay.

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May 16, 2017

Complaint marked as Resolved

Zoomcar customer support has been notified about the posted complaint.

Verified Support

Jan 18, 2017

Zoomcar Customer Care's response Hello Vijay,

Greetings!

We are sorry for the delay in response. Please accept our apologies for the inconvenience caused. This is definitely not the experience we want for our customers. We will make sure we address to all your concerns.

- We are sorry that the music system failed to work well. Our fleet executive checks the vehicle before it is been handed over to the customer. We will investigate with the fleet executive to understand why he failed to check the music system and will rectify the same.

- In regard to extension of booking, please note that we do mention in the SMS that "Extension is subject to availability". Our team did try to reach out to you to assist you, however, unable to reach your.

- We assume that our customers have read our policies before availing our service. We do inform the customer regarding the same through confirmation email.

We trust that we were able to address all your queries, we will make sure that we will take appropriate measure to make sure such issues are not repeated in future.

Thank you for your patience and understanding.

Kind regards,
Zoomcar

Jan 23, 2017

Updated by Vijayraj Dhanajeyan OK Great!

Agreed I did not read the policies, for that only I paid big amount, its finished OK, Clear?
(even if customer mistake they could pay one day penalty not like paying some big amount, I don't understand illogical penalty ), anyway this how your earning or running zoomcar I think.

I DON'T THINK ZOOMCAR HAVING CLEAR WAY OF TREATING CUSTOMER, SOMETHING IS MISSING, IT'S VERY
CLEAR THAT ZOOMCAR USING CUSTOMERS SMALL MISTAKES AND THERE WHERE ZOOMCAR EARNING MONEY, I CAN UNDERSTAND ZOOMCAR WAITING FOR CUSTOMERS MISTAKE IF HAPPENS THAT'S IT ZOOM CAR WILL TAKE THEY ARE POLICIES AND PULL OUT ALL THEY'RE MONEY.

ALL CUSTOMER'S NEEDS VHICLE FOR THEY EMERGENCY NEEDS OR PLANED TRAVELS, I AM SURE MISTAKES WILL HAPPEN FOR SURE SO ZOOMCAR CAN UNDERSTAND AND MAKE THE POLICIES CUSTOMER FRIENDLY AND WIN WIN SITUATION FOR BOTH, NOT LIKE LOOTING MONEY FROM CUSTOMERS.