[Resolved]  Zoom Car — unauthorised charging by zoomcar

Address:

Bangalore, Karnataka, 751031

That, I Mr. Mohammad Shoaib has availed the Zoomcar service for my trip to Kerala from 22.03.2019 to 26.03.2019. I was allotted Hyundai Grand i10 as per my choice and the booking ID was JPS7FX21K. The total amount paid for 1050 Kms was Rs.13281/- which includes Rs.5000/- security deposit which is generally refunded after the completion of journey.
That I started my journey on 22.03.2019 by taking the Grand i10 from Zoomcar designated parking bay at Vellakkal House, A.K.J Road, Edappally Post, Thrikkakkara North, Ernakulam, Kerala-682024. I reached Munnar on the same day and later started my trip further on 23.03.2019 by visiting the local sightseeing places. While driving the car, I noticed some problem in clutch plate to which I reported the same to their customer care number wherein I was advised to take the car to local mechanic and take the estimate. Accordingly, I alongwith the help of local people managed to take the car to the mechanic at Munnar wherein after inspection, I was told that the clutch plate is damaged and needs to be replaced and the total expenditure of Rs.9200/- will be incurred. Consequently, I informed the estimate to Zoomcar customer care to which I was told that tow van will come and pick the Grand i10 and will be sent to Hyundai dealer.
When I requested them to arrange for alternate vehicle, I was told that they don’t have any vehicle and I have to bear the expenses for transportation of my own. In between I have parked the car at parking bay and gave the address to their customer care for pick up. Later I receive the call from their Road side assistance that I will have to take the car to the Hyundai dealer to which I protested and finally car was taken by Zoomcar road side assistance and accordingly I received a message on 23.03.2019 that journey has been completed. When I further asked about the refund status as the journey could not be completed due to internal defect in the car, the customer care has reverted by saying that there will be investigation of the matter and accordingly it will be found that how car got damaged and if I am not found responsible, the amount will be refunded. When I requested then to share the investigation report, I was told that investigation report is not shared with the customer. While the matter stood thus, I received a message that Rs.10000/- has been imposed for damaging the vehicle on 24.03.2019 at 01:00 hours and was asked to pay further Rs.5000/- over and above Rs.13281/- which was already paid while taking the Zoomcar.
That I have never crossed the speed limit during the trip and the defects which have occurred is internal for which I cannot be made responsible. The whole trip got suffered due to above incident and I have to bear the further expenses incurred on transportation which amounted to Rs.11000/-. I even have to hire the local person for taking the car to the local garage and paid an amount for parking bay and also to the local person hired for assistance.
Whole incident was catastrophic and Zoomcar services have not helped me in the matter. Neither any support with respect to taking the vehicle to local garage was provided nor was any alternate vehicle provided for completing the trip.
All the details of the customer are checked before releasing the vehicle, however, on the other hand, the company does not even provide the investigation details and take punitive action against the customers without affording them any opportunity to put forth their submission. Fine imposed is wrong and without any basis.
I have never crossed the speed limit and drive the car with all safety measure and that can be seen from their vehicle movement details but still I am penalized for no fault of mine.