[Resolved] Zoom Car — threatening us to pay money for no mistake of ours & kept my family in risk in the middle of the highway

pradeep kumar Perumalla

from Mumbai, Maharashtra

Address:	Bangalore, Karnataka
Website:	www.zoomcar.com

Dear team,

I have recently made a booking with zoom car on 24th november with booking id: jps6f7pzs to travel from hydrabad to srisaliam.

Around 120 kms after starting, near konetipuram toll on the highway, our car has stopped around 12 pm. Despite repeated calls to customer care, there was no quick response. We were kept on hold for hours and hours together.

1. We were not provided another vehicle so that we can continue our journey
2. We were not allowed to leave the vehicle, so we waited till 6 pm guarding the vehicle for around 6 hours till the tow vehicle came. With much difficulty we reached destination in the late night by traveling through the dangerous place of nallamala forest.
3. We were not provided with a free taxi service which was promised in the morning to us by customer care.
4. The entire trip to srisailam got spoiled due to the car failure and lack of any immediate response from the team.

Instead of providing full refund on the amount paid which is rs. 7179, which i have requested earlier zoom car team is daily threatening us to pay the amount of rs 10000.

The car stopped because of the issue with the clutch plate. Clutch plates are to be serviced or changed after the car travels around 25000 kms, we were given a car which has travelled 26434 kms. The issue didn’t occur because of the 148 kms travelled by us. It has occurred because of the 26434 kms travelled by somebody before us. So, we are no way responsible for the breakdown of the car. We have consulted a mechanic to understand the problem. He informed us that the car was not serviced for a long time and that’s the reason the problem occurred.

There was no assistance from zoom car and we waited for more than 6 hours to safeguard the car. Zoom car kept my family in risk in the middle of the highway by their delayed response. But we waited till the tow vehicle comes, to protect their car. You compromised the safety of the customers’ lives with your delayed response and now instead of providing refund, zoom car is charging us for no mistake of ours. Despite that, they are threatening us for paying extra amount for no mistake of ours.

Thank god, it stopped before we entered the forest area, if it had stopped in the middle of the forest, my family’s lives would have been under risk because of the poorly serviced car given to us by zoom car.

So, it will be great if you can help us to get out of this.

Thank you so much

If you need more details, you can contact me on: [protected] (Or) pvn. [protected]@gmail.com

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Jan 11, 2019

Complaint marked as Resolved

Zoomcar customer support has been notified about the posted complaint.

Verified Support

Dec 10, 2018

Zoomcar Customer Care's response Hello Pradeep,

Greetings!

We do understand your disappointment here.

We did go through the booking and see that our team reached out to you and shared an update on the escalation raised.

Also, we see that the damage caused during your reservation. Hence, the charge has been levied on the booking.

We regret we will not be able to reverse the charge. Hoping for your kind understanding in this regard.

Regards,
Ramya. S

Dec 12, 2018

Updated by pradeep kumar Perumalla Dear Team,

On that particular day we have waited for more than 6 hours till evening to make sure the car is safe and handovered it to TATA Motors

We consulted a mechanic, when we were waiting there in the middle of the highway even he told that the issue is because of poor servicing.

The next day when we spoke to Tata Motors, they have told us that the problem didnt occur because of our driving, it was there earlier, and it just shown up when we took the car for rent.

We waited in the middle of the highway with my family risking my lives, Zoom Car has kept our family at risk.

In the night after we handovered the car to Tata Motors, it became very difficult to find a proper transport to srisailam, in the ghat section. We may have lost our lives if somebody robbed us or did something.

You put my family under risk by providing a poorly serviced car and you are bound to pay us money for that. You have wasted our time, you have wasted my money. I filled your car for petrol. You are bound to refund the entire amount and pay extra for all the inconveniences we have faced because of you . And it's crazy that despite refunding us back, you are charging us in return.

Dec 15, 2018

Updated by pradeep kumar Perumalla Dear Team,

I received the clutch report from Zoom Car Employee that there is no mistake on our part. He has also shared this with the customer care team. You can find the report in the attachment. So, I demand full refund on the amount paid which is Rs. 7179 and to waive off all the charges that were incurred to us for no mistake of ours.

Thanks and Regards
Pradeep.

Jan 06, 2019

Updated by pradeep kumar Perumalla Dear Team,

I have recently made a booking with zoom car on 24th november with booking id: jps6f7pzs to travel from hydrabad to srisaliam.

You have accepted that there is no fault on our side. We traveled only 148 kms out of 500 kms we have booked the car for. As there is no fault from our side, we demand a refund of the amount for the kms we have not travelled for.