[Resolved] Zoom Car — unethical damage charge levied for pre existed damage by zoom car - booking id - jps6t3wqg - 17 june, 17

pracheta07

from New Delhi, Delhi

Address:	Ghaziabad, Uttar Pradesh, 201014
Website:	www.zoomcar.com

BOOKING ID - JPS6T3WQG

This is regards to Booking ID - JPS6T3WQG with Zoom Car. I had booked Maruti Swift from Ghaziabad location dated 17th June, 17. The car was handed over to me with small crack on front which I didn't notice at the time of pickup. While I was busy making video of back side of car before picking up the car, my brother who went there with me noticed the small crack & pointed out to executive available. Executive said that its an old damage & its very small crack which we can ignore & asked him to choose minor damage option while filling Picking Formalities in Zoom Car Application so my brothers ignored the same & didn't brought this crack in my notice before pickup. While making video unknowingly the Crack on Windscreen got captured for just 2 second which I came to know next day.

Car Pickup area of Zoom Car in Aditya Mall, Indirapuram, Ghaziabad location is in level 2 Under Ground Parking which doesn't have natural light source & dark ambience which makes very difficult for customer to notice any scratches or damage in car at the time of pickup. Once I got out o[censored]nderground Parking i noticed the crack on windscreen & immediately took picture of it from inside only which didn't bothered me even much as crack was not big & my brother confirmed me that Executive know about this damage as well.

While dropping the car back to Zoom Car Site the other new night shift executive asked me if this crack is new damage done by me & also asked me to call customer care first as this damage is done by me & he didn't allowed me to complete Car Dropping Formalities on Zoom Car Application. So I asked him to contact Morning Shift Executive who handed over the car to me in morning in order to confirm that this damage is old & pre-existing at the time of delivery. He did called the morning guy & put him on speaker & he confirmed him back on speaker phone that damage is old. So now the executive asked me to start the dropping formalities without contacting customer care as the damage was old & given me Dropping OTP to enter in Zoom Car Application. After completing dropping formalities he asked me to go back as there is nothing to worry about. I went back but next morning I got update that Zoom Car has levied damage charge of Rs. 5000/- on me for the small crack which was pre-existing & the morning executive & night executive both has changed their statement by saying that its damage done by me.

I have raised the complain to customer care several times with Slow Motion Video as crack got captured for just 2 seconds & also picture which I took 5 minutes after picking the car & after not getting positive revert I contacted Twitter Team but again the same negative reply. Zoom Car team went into complete denial mode that they are not able to see the crack in Video & after several mail interaction at at last they accepted that they saw something on windscreen but it’s not the crack but just the reflection.

I just want Zoom Car to reverse this illegal damage charge else prove me that damage is done by me by answering below points & going through trimmed version of Video taken at the time of picking in which crack pattern is noticed in left corner of windscreen.

Kindly address below raised point:
1) Why Dropping Formalities was completed & Drop OTP was provided without mentioning the additional damage details if it’s a damage done by me? That means executive knew that damage is old & hence he didn't mentioned the damage detail in Dropping Formalities & given me OTP without contact.

2) If Drop OTP is provided to customer by ground staff after all verification of existing & addition damage to car then how customer is liable to pay if any damage is found after that & what is the purpose of OTP then if even after completing dropping formality customer is blamed for damage done by your executives.

3) I have a call recording with night shift executive in which is having conversation with me that Morning executive first told him its an old damage & then next morning he is saying its new damage done by me. So why Zoom Car is believing a person who changed his statement in less than 12 hours & not believing its customer who has all valid points & evidences to proof its old preexisting damage.

Kindly resolve the issue as earliest possible.

Regards,
Abhinav Mishra

+1 photos

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Aug 5, 2017

Complaint marked as Resolved

Zoomcar customer support has been notified about the posted complaint.

Verified Support

Jul 05, 2017

Zoomcar Customer Care's response Hello Abhinav,

Greetings!

We did investigate the above issue and also the video shared. Kindly note, we see that the damage was not present at the time of pickup and our team has already shared the picture which was taken at the time of vehicle pickup which had no damage on the windshield.

In regard to the video shared, we did thoroughly check on it and is is the reflection of the vehicle dashboard.

We regret to inform that we will be unable to do much in this case as the charges are valid.

Regards,
Zoomcar

Jul 06, 2017

Updated by pracheta07 Kindly look the Picture again & watch it closely. The picture shared by you is not exactly the proof for deciding damage was preexisting or not as crack was very small (approx 2 cm in length) & was at bottom left side of front windshield just few centimetres above the bonnet of car, infront of which I am standing in that picture. The picture shared by you is taken from distance of approx 2 meters & that even with low quality camera in dim light as you can see tube light above the car is not working. The ground executive purposely making customer inspect the car in dim light where there is no natural light or even the tube light is on top of car so that they can hide any minor damage which is preexisting on car.

Zoom Car has given me just one proof of photograph which is not exactly a proof as I am standing infront of that crack location of bottom left side of windshield but I have given you multiple proofs that even a common man with basic logical sense can understand that Zoom Car Executive are fooling & cheating the customers just to hide their mistake.

If you have logical answer to few basic logical questions mentioned below then I will not doubt your ethics & business practice again:

1) To drop any Zoom Car at the end of trip the customer has to fill Joining Formalities which includes questionnaire asking Ïs there any additional damage done to car?" So if customer Selects NO & Ground staff inspecting the car & validating the correctness of questionnaire filled by customer by providing the OTP to complete the Drop then how Customer is liable for any damage done?

2) What is use of OTP provided by your ground staff after inspecting the car thoroughly that there is no additional damage done & customer can complete the dropping formalities by entering provided OTP?

3) Why your Night Shift Executive first did asked me to contact customer care as the damage is new & done by me so he didn't provided me OTP to complete drop Formalities later on after talking & confirmation from Morning Shift Executive(From Whom I picked car) that Damage is old & preexisted provided me OTP without talking to customer care & assisted me completing the Drop Formalities.

4) Why your executive didn't took any picture of me standing infront of the crack on windshield just the same way you guys took picture while handing over the car in morning? Why didn't executive asked me to call customer care & simply provided OTP to complete formalities?

5) If the picture shared by you in which I am standing infront of car is your proof that damage was not there then where is the picture proof in which I am standing infront the damaged windshield to prove that damage was there at the time of dropping car & done by me? Kindly share that picture.

6) How is this Coincidence possible that the video I shared with you having reflection of dashboard with same shape, line & Pattern as the crack is seen in photograph shared by me & the dashboard reflection stopped immediately after the crack location? Flash Light reflection is clearly seen at different location & the crack reflection is clearly seen with same shape, pattern & line when you compare it to the picture shared by me.
I have full HD video recording of car both side of windshield in which no dashboard reflection is there on other right side of windshield so why dashboard is reflecting light only on left side where crack is captured? Do you have any logical answer to this?

7) I have Call Recording of your Night Shift Executive in which we are having conversation next day that why he has changed his statement that damage is new & done by me while previous night he only spoke to Morning Shift Executive & confirmed that damage is old & preexisting. He is replying back in call that in night he got confirmation but in morning when asked the same thing again other executive changed his statement. So why Zoom Car is listening to lying executives who changed their statement in just 12 hours not listening the customer who has several solid proofs.

This is really a big shame for big brand like Zoom Car that the customer is feeling so helpless by using your services & he has to go so far to prove his innocence by giving so many proofs multiple time & Zoom Car is so much arrogant who are not ready to accept the mistake of their executive & encouraging their lying executive to continue practising unethical behaviour & cheating customers.

I hope you will give me satisfactory answer to above raised points apart from just writing same pre-scripted drafts everytime.

Regards,
Abhinav Mishra

Sep 07, 2017

Updated by pracheta07 Dear ZoomCar Official,
I haven't got any reply on my last response of July 6th which really had meaningful & logical questions for you to answer. Zoom Car can't harass customer just like that. Till Now neither ZOOM CAR haven't revoked the charges it has levied on my account nor Zoom Car has sent me any legal recovery notice. If you are really sure that damage done by & you have enough logical proof to show in court then kindly go ahead & quickly file a legal recovery suite against me so that I can counter the same & can come to conclusion. If you don't have any logical answer to my questions asked on 6th July then kindly accept that Its fault of your Local Ground Executive & they are framing me just because to hide their faults & Zoom Car should immediately revoke the charge levied on my User Account.

Regards,
Abhinav Mishra
[protected]

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Comments

Right K

from Vijayawada, Andhra Pradesh

Untill resolving the customers problem police or customers should block the all cars related to problems if this thing happened only, , , , , , , , , , , , hope all problems of customers will be solved very fastly or unlesss these peoples will be grabbing money by cheating customers...

pracheta07's [Complaint's author] reply, Jul 7, 2017

Very true. These companies are just looting money from customers in order to recover money & profit making. All cars are covered under full insurance cover & then also they are charging multiple customers for the same damage. Ground Staff are so clever that they intentionally target any potential customer who didn't noticed the damage properly. Even OTP dropping formalities is not the signoff from ground team that car is returned in same condition & after dropping car & customer can be blamed for any damage found next day also.

Snigdha01

from Amritsar, Punjab

Dear,

Almost similar and other problems I have too faced. I am filling a legal complaint against Zoom car.

Lets fight it out. If you wish to join me, we can seek justice and compensation for the harassment we have gone through.There are hundreds of people getting cheated and fooled by Zoom Car. You may reach me at [protected]@gmail.com

Regards,

AK

Snigdha01

from Amritsar, Punjab

Cheating is still on by Zoom Car, please file an FIR (Police Complaint) against the company in your nearest police station. You have the rights to do it and then approach consumer court. This is a fraud company ..