[Resolved] Zoom Car — No help from Zoom for 4 hours on the highway after a breakdown. Instead charged for 5k for vehicle damages.
Bangalore South, Karnataka, India
After seeing/hearing several good reviews on Zoom from friends and relatives I decided to make my first reservation. But it turned out to be a nightmare.
I booked XUV from 05:00 AM 12 May 2016 to 11:00 PM 14 May. My BOOKING ID is JPS6VUSB0. I paid a total of 18590 INR including 5000 as the security deposit. We started to OOTY at 5:45 am on 12th May with kids, wife and elderly parents. After travelling 200 kilometers the vechicle started showing signs of bad clutch. The clutch pedal will not raise off the floor. The hydraulics to the clutch stopped working. It looked like the master cylinder has gone out. This happenned exactly in front of Gudlupet government bus stand at 10 am.
The response from Zoom customer care was not prompt. After making several calls to customer care, they registered a complain for the break down and informed us that Mahindra Road Side Assitance (RSA) will pick up the vehicle and tow it for repair. The complain number provided was 75046. Zoom did not offer any alternate vechicle for our trip though I mentioned that I have made hotel reservations in OOTY. Instead they suggested to make our own taxi reservations for the trip. They also said,
1) The amount paid for the remaining hours would be refunded.
2) That Mahindra would provide a taxi for one way drop to our destination OOTY out of which first 50 km would be free.
3) The amount for the taxi would be refunded.
Later a Mahindra RSA calls me around 12 pm and informs that the towing truck along with a custody person had been arranged and that they would be providing the taxi to our destination OOTY. After some time the 3rd party taxi operator arranged by Mahindra called me and said that we would have to pay a 2-way charge for the trip to OOTY and the car would be sent from Mysore which is 50 km away from Gundlupet. I was not ready for this option since we had to pay for 2 way and moreover we have no car for site seeing in OOTY. The hotel I booked was outside the city and a car is an absolute requirement. So I asked them not to make a taxi reservation.
Finally the custody person Sameer arrives at 1:45 pm.He inspected the vechicle and said that this was a hydralic failure and could also happen to the a brand new car and there was no fault of mine. We handed over the vechicle at 2 pm after some documentation. So I was stuck in Gundlupet for 4 hours. I had to make my own transport arrangements which costed me a heavily.
When I called the customer care on 15th May at 7:45 am they mentioned that INR 5OOO from my account has been deducted towards vechicle damages. When I asked the reason, they did not know why and said they would register a complain and that I would receive a call within an hour. The number given was 185382. They did not mention anything about refunding the remaining amount.
I am still waiting to hear back from Zoom.
Complaint marked as Resolved May 26, 2016
Zoomcar has finally refunded my booking amount, including the deposit and the fuel bills. The confirmation call was made from 08067481900 before the transaction initiated.
The resolution took 2 weeks and I had to make several calls to their customer service number (080-60009000) and follow up with them continuously for 1 week before they mentioned that the entire amount would be refunded.
The thing I didn't about their customer service is that they don't maintain the case history properly and I needed to detail the incident and the previous status each time. They kept saying that the refund had been initiated for almost a week. If they were to give me the correct timeline for the refund, I wouldn't bother calling them every alternate day.
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[May 15, 2016] Zoom Car customer support has been notified about the posted complaint.
Verified SupportZoom Car Customer Care's response, Jan 04, 2017
Hello Chandrasekhar, we are sorry for the inconvenience caused during your reservation and for the delay in offering the resolution. We believe that you have received all needed information regarding the issue and have also got the refund. Thank you for your patience and cooperation.
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