[Resolved]  Zoom Car — unethical treatment to its customers by providing a faulty vehicle

Most pathetic service ever provided by a car rental company..!

Before handing over the vehicle, zoomcar does not even do a basic quality check.. Warning to everyone, who are planning to book vehicle through zoomcar, consider other apps or can even check the local vendors for rental but do not book cars through zoomcar

I have had a terrible experience and the only response i got from zoomcar was "we are sorry for the inconvenience caused, we can't help you in the situation"

A. The car ac was not working
B. It was the most dirtiest car with dust all around the seats, mats and dashboard
C. The drive side power window was also not function properly (Imagine, there was no ac the power window was also not working properly)
D. Tyres of the car were worn out

1. I had booked for a car from zoomcar (Booking id jps6nc3h0) for my stay in mumbai, after completing all the formalities to start my trip, i noticed that the car ac was not working. Immediately i informed the support team of zoomcar to give me a replacement as the heat was unbearable but the response i received was "that there are no cars available" whereas when i checked the app there were many car available. Instead they told me to go to a near by ac repair shop and get the ac fixed.

2. My main purpose of taking the car on rent was to travel to shirdi with my parents, that's why i took ford ecosport instead of all other options available, so we can have better leg room. It generally takes around 6 hours to reach shirdi from mumbai and we had planned to reach there by 7 pm but i was unaware of the ac repair time and the level of frustration i was about to face.ac repair guy told me, that problem may be fixed in 5 minutes or it may also take 4-5 hours.

3. I informed the customer care of zoomcar about the time ac repair would have taken but again did not receive any positive response for the zoomcar team.in fact they were insisting me to get the ac repair without even thinking that it was not my duty to get the ac fixed.

4. Still i waited patiently as the technician was trying to fix the ac. At 3 pm i received another call from zoomcar for informing that there were no car available for replacement, by now i was already 2 hours late for my journey to start and the time to reach shridi was around 6 hours and 30 minutes on maps. Then at around 3.15 pm i again called the customer care to get some support as the time was passing by but unexpectedly they had the same answer "sir we are sorry for the inconvenience caused, we can't help you in this situation and the only way out is to get your ac fixed, we will reimburse you the charges for getting the ac fixed".

5. Still i waited to get some support from zoomcar, but i was not aware that zoomcar is such a horrible company, that don't even do basic quality check before handing-over the car to its customers. Around 4 pm i again called up the customer care to get some solution as the ac repair guy tried everything but was enable to fix the problem and had a called for a technician from ford with a scanner to check where the exact problem was, this time someone from the senior team gave me a call to tell that there was a car in borivali and byculla, which were like 2 ends of the city from where i was standing (Andheri west) and on the map it showed me 70-80 minutes to reach at of the location above, but the customer care guy informed me that i will have to leave the car at the drop-off location first and then go the pick-up location of the other car available. The time was running for me and now at 4 pm it showed me around 10.30 pm reaching time in shirdi. I requested the senior team guy to give me a call back in 10 minutes so that i can decide onto the next steps. Unexpectedly i did'nt receive any call for atleast 20 minutes and then i again called the customer care at around 4.30 pm to request the same guy to call me back.

6. By now the technician from ford also tried his luck to get the ac fixed but was enable to do so and informed me this the ac can only fixed at the ford service station. Now at around 4.45 i received a call from the same guy from senior team of zoomcar and to my sock he said "sorry sir i forgot to call you back". This is what we expect from a company like zoomcar, without even understand the level of frustration and mental torture that we were facing.

7. Now at around 5 pm when i decided to take the replacement the senior team guy told me that the car that was available in borivali got reserved for some other booking, so just because your negligence to give me call back even that car was gone. And very easily the senior team guy told me to leave the keys in the car and continue with some other mode of transport. Upon telling him repeatedly that my parents would be with me and it would not easy for them to take any other mode of transport at that moment. With no option left, i had to take that car without the ac with senior citizens sitting in the car.

In the end they told me that rs 1000 would refunded back, this is how they value their customers.

I request zoomcar to take all the necessary action (If they care) and provide me complete refund on my booking for the mental torture and the level of frustration me and parents faced.