Zoom Car — no help from zoom for 2 hours on the highway after a breakdown. instead asking for 9,763 inr for vehicle damages and sent first recovery notice.

I have been using the Zoomcar from last couple of years and I am the premium member for the same, but my last trip turned out to be a worst trip I ever had in my life.

I booked XUV(7 Seater) on 3rd June, 2019 from 10:30 AM to 4th June, 2019 11:30 PM. My BOOKING ID is JPSBD8BI. I paid a total of 2610 INR.
Firstly when I navigated to the pickup location, I couldn't able to find the car. I called to Zoomcar Support for help, so that I can find where exactly the car is parked. After getting instructions from one of their employee, I was still not able to find the car at the required location. Finally they called the owner of the car to find where exactly the car is parked and the owner promised that he would be reaching in 2 minutes to the same location. He didn't arrive for another 15 minutes, post which i called back at Customer support to confirm the same, they called the owner of the car to confirm if he will be going at the required location or not, to which he said that he has got some emergency so the car won't be available. By this time I already wasted an hour with my family standing in the 43 degree Celsius temperature.
Zoomcar employees told me that I have to wait for 15 minutes so that they can arrange the new car for me. They agreed on giving me to-fro charges of the cab and asked me to pick the new car from different location. I reached to the new location after travelling for 40 minutes. When I tried unlocking the car from zoomcar app, it didn't get unlocked. So again I have to call Zoomcar customer support help. They tried unlocking the doors but even they faced some issue because of which car didn't get unlock. After waiting for another 15 minutes, somehow the doors get unlocked.

I started from Jaipur to Ranthambore National Park. After travelling 90 kilometers the vehicle stopped suddenly in the highway road(Village Area). I tried to start the vehicle many a times but it didn't start. Later I called zoomcar support for help, to which they responded that they need another 15 minutes to look into this issue. The response from Zoom customer care was not prompt. After making several calls to customer care, they didn't even registered a complaint for the break down. They asked me to put some diesel in the car, although the diesel tank is showing me 75% full on the odometer. I had my complete family with me in which I had a 1.5 year old kid as well. It was a village area, so unable to find the gas station nearby. Somehow I gave extra money to village people and asked them to arrange diesel for my vehicle. When I opened the diesel tank, there was no cap on the tank. I have sent the image on zoomcar whatsapp number as well. I got so frustrated since I was with my family including a 1.5 year old kid. It was 3:30 in the afternoon and the temperature was around 43-45 degrees.

Zoom did not offer any alternate vehicle for our trip though I mentioned that I have made hotel reservations. Instead they suggested to make our own taxi reservations for the trip. They also said that complete amount of 2610 INR would be refunded back in your account. Somehow I managed to get a INNOVA Taxi in that village area which took us back to Jaipur since I cannot wait for another 2-3 hours for the towing van to reach to that location as I have small kids.

I had to make my own transport arrangements which costed me a heavily. Also I had to book a hotel in Jaipur for another night which costed me around 15K.

After 4-5 days I got to know that some outstanding amount of 9, 763 INR is getting displayed on the zoomcar app. When I called the customer care, they mentioned that INR 9, 763 is charged for vehicle damage. Although I left the vehicle at safe place, I have also sent the pictures of the car before leaving from that village location. It's kind of a fraud activity Zoomcar is playing with the premium customers as well.
Moreover, they did not mention anything about refunding the promised amount.

PROBLEMS FACED BY ME ARE MENTIONED BELOW AND PLEASE PROVIDE ME A SOLUTION TO EACH ONE OF THEM.
1. Why the cars are shown as available on zoomcar app, if the owner has to take the car for some emergency? Even after the emergency also, you didn't remove the car from the list.
3. Refund amount of to-fro charges of the cab because of new car provided by you. This was already promised by you.
2. 9763 INR damage charges applied to my account when I was already told that I will get the complete booking amount of 2610 INR refunded back in 5 working days.
4. Fuel sign was not correctly getting displayed on the odometer for the booked car. Who is responsible for this?
5. No diesel cap on the tank. Images already shared with the zoom on whatsapp number. Why such cars are listed on Zoomcar app if there is no maintenance.

Apart from this I would also like to mention that because of Zoomcar and the vehicle provided my entire trip was wasted.I had to book a hotel in Jaipur again as I could not reach the already booked hotel as the car broke down midway. In all we faced a huge financial loss as well as we also faced a very big metal torture because of Zoomcar. .

I am still waiting to hear back from Zoom.

Regards,
Ashish Naruka