[Resolved]  Zoom Car — not reimbursing for replace tyre after verbally confirming

We booked a zoom car booking id: jps6f8fk4, in jodhpur for the period 28th sep to 6th oct, with pick up scheduled at 1.30 pm. We landed at the airport and started calling customer service only to be told that there is some issue, car is delayed and can only be given in a few hrs. After multiple calls, and customer care telling us that there was accident first, then that car was at workshop for clearance, and finally they did give the car at 3.30, on 28th sep. We were told that since they were arranging a different car, and not the initial planned one, they have to do a manual entry. They did not even clean the car properly before giving it to us. There was no checklist, no clearance all blaming on manual backend entry and multiple times they said they will update the tool but never did.
We anyway took what we got and left as we had to reach jaislamer with 2 young kids and did not want to risk driving in the night. We reached jaisalmer and on day 3, 30th sep, we stepped out of our hotel and found the front left tyre was punctured. We managed to get a tyre repair person who tried tk help fix this and use the stepney instead. That is when we find to our dismay that the stepney was actually a broken tyre so it was a hopeless situation and we obviously had to cancel any plans for the day and focus on getting the tyre fixed. I had multiple calls with customer care that day since morning until we shared multiple pics, explained the situation we were in and the fact that the repair guy advised us not to get out of city with the tyre he fixed and recommended replacing it if we had to leave jaisalmer. We fjnally got verbal confirmation from the zoom car rep by when we had a second puncture on the repaired tyre again (We were just going from the repair shop to a place where we could actually get a replacement tyre). We managed to get a new tyre replaced and also got the tube fixed ok n the stepney just in case we face another such instance. We also shared images of the tyre receipts etc to the same person (On whatsapp, where they initiated the conversation)
Since we had to go to jodhpur the next day, and then drive to udaipur and back to jodhpur, we had requested zoom cars to see if they cna provide a replacement car
As i had lost all confidence and was sacred for safety in this car. They blatantly refused and said if we are not comfortable with current car, they will arrange for a tow to collect the current car but can't provide another one. I was obviously out of choice as we had to go to udaipur and then come back to jodhpur again by 6th. We thankfully didn't run into more issues and returned the car on 6th evening before scheduled time. Again, they said no formalities required as it was a manual entry and said they will settle everything jn 4-5 working days.
Now, after 15 days, they say that there is no proof that they confirmed to replace the tyre so they won't reimburse anything. This is after we even returned their damaged/ broken tyre along with the new one.
Not sure what zoom car is trying to do here. Is this somekind of a con going on or were you expecting us to drive 1200 kms with a broken tyre for a stepney and a burst tyre on the front?
Please let us know if you can help or if we need to seek alternate channels to raise our complaint.
The team does not even let us escalate nor provide any alternate recourse/spoc to connect with. All they say is to call customer service and the customer service says, sorry, no proof.
Was a horrific experience with very young kids, and what was supposed to be the yearly break for us turned into a scary nightmare in the first 3 days.
Never again, zoom car. Shame on you - first for the terrible experience, zero customer service and now the con you put up.