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[Resolved]  Zoom Car — late fine charges

Respected official,
I'm roshan mathew from wanwadi-pune.
I have been a very regular and loyal customer with zoomcar for almost an year now.
Whenever i have booked a zoomcar, i haven't faced any issues with the same. However my experience with zoomcar this time was pathetic, especially the support provided by the customer service desk was very annoying.
My zoomcar booking id would be jps6f67a4.
I had booked a tata nexon car from saturday 27th april 2019's 7:30am to 28th april 2019's 2:00am.
I booked the car almost a month in advance in advance with thorough planning and the past as well whenever i have booked a zoomcar, i have returned the car well in advance.
As per my plan, i was supposed to halt at:
-kalyan west from 1:30pm to 2:30pm
-st. Peters church, gurgaon from 5:30pm to 7:00pm
-pillays engineering college, panvel from 9:00pm to 10:00pm
-then return to pune by 1:30am on the 28th of april. Everything went off almost as per my schedule for the first 12 hours. However due to certain mechanical issues in the vehicle, my trip got delayed and i had to cut short my trip due to this.

The issues i faced in this trip are as follows:
— my pickup location at the time of booking was near kedari petrol pump, wanowrie however i had to pick up from pisoli which was too far for me.
— for almost 12hours of booking, the car runned well without any problems. However at around 7:30pm when i was on the way to panvel, the car stopped running near malad west. People help me out to push the vehicle to a side. The car failed to start despite multiple ignitions. I tried contacting zoomcar's customer support regarding the issue twice but the executives did not pick up the call. Later on i asked a local mechanic regarding the issue. Upon diagnosing he said that the engine has over heated and that i need to give it a break for atleast an hour.
After which when i attempted to start, it luckily started after which i rushed to pune. Unfortunately, the car stopped at the highway twice but later started in a few minutes.
Due to this incident my drop got delayed by over 2 hrs as per schedule and i had to skip my panvel visit due to the delay.
-to add up to all these problems, upon dropping the car at the drop location, the car was not locking automatically. I attempted to contact the customer support regarding this issue but again as usual the customer support executive did not answer the call. I got the matter resolved manually with great difficulty which took over an hour more post completion of booking.
-in the past whenever i have booked a zoomcar, i used to get a pickup point where a fleet of zoomcars are parked and a zoomcar employed care taker helps us with any issues while pickup or drop.
— for the delay, zoomcar charged me a late fine of whooping 1200 even though the delay was caused due to an issue with their car. Even though the car was only one month old and has crossed hardly 5000 km, i am quite sure that it's due for some minor maintenance.
I attempted contacting the customer service desk the next day regarding the issue wherein i was requested to share a snapshot of my call history. Upon sharing the same, they are not willing to help me out and are not accepting the wrong done by them.

A very bad quality i have noticed with zoomcar is that they do not trust their customers. By the grace of god, i reached home safely. Instead of apologising and assuring to check up with the car they are reluctant to trust me or help me out.

The resolution i am expecting in this case is:
— a complete waive off to the late fine charged.
— get the car checked up/serviced once so that such issues are not faced by any other customer after all it's the matter of our lives. Break down over the express way is a very serious and risky matter.
— an assurance from zoomcar team that such issue is not repeated in future and such issues should be treated with high priority.

Enclosed are the respective snaps which can be used as an evidence to the case.

Thanking you and your team in anticipation.
Roshan james mathew
late fine charges
late fine charges
Complaint marked as Resolved Jun 6, 2019

Complaint Status

[Apr 30, 2019] Zoomcar customer support has been notified about the posted complaint.
Verified Support
Zoomcar Customer Care's response May 02, 2019 Hello Roshan,


We did review your comments and this is definitely not the experience we aim to provide to our customer as we strive to give a great Zooming experience.

Based on the escalation raised, we see that our team has already addressed you on escalated issue, we did inspect the vehicle and we did find that there was no issue with the vehicle. Hence, we regret we will not be able to reverse the charge. The charge levied is valid. Unfortunately, we will not be able to do much in this case.

Hoping for your understanding in this regard.

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