[Resolved]  Zoom Car — unprofessional customer support, over delayed roadside assistance and false damage charges

Address:	Bangalore, Karnataka, 560029
Website:	www.zoomcar.com

Hi,

I had a booking with zoom car bangalore (Mahendra scorpio - ka01ac0102) on 18 october 2017 at 11.30 pm till 23rd october 2017 2.30 am. Booking id jps6tfyem. When i booked the car i was told that the car would be allotted to me from kormangala. On 18th october 2017 evening i got a call and i was told the allotted car met an accident and there was one more car available near suguna hospital. Since i had already planned my trip with my parents i agreed. I picked the car at 11.30 pm from zoom car out let near suguna hospital dr. Rajkumar road. When picked my car i was instructed to take a video of the car exterior. Since there were minor scratches across all corner of the car. I was not provided with any update on the last service report or date of the car. I started my trip and went on my trip. I had planned for bangalore-madurai-rameswaram-kanyakumari-bangalore. The complete trip was on nh44 only.

The trip went smooth untill i reach hosur toll gate around 11.30 pm on 22nd october 2017. After i crossed hosur toll gate, near chandapura buss stop, i experienced issue with the clutch of the vehicle. While changing the gear the clutch was not disengaging and hence i could not drive the vehicle anymore.

After that i reported this incident to to zoom car customer support, they had lodged a complaint (Complain number:-x[protected] and i was told that the road side assistance team would contact me in the next 15 minutes and the towing truck andcab will reach my destination by 1.00 am 23rd october 2017. So i said ok and kept on waiting till 1. Till that time i didnt even receve any call from any of the person from rsa team or zoom car customer support. Since i was stuck in the middle of the road late night with my family memeber, i kept on calling customer support about more then 6/7 times and everytime i was getting the response that i will be getting a call back within in the next 15 minutes. It was around 2.00 am i lost my temper and called of customer support and asked them to connect me to higher authority since i wanted to escalate this to them, then i spoke to mr bharath/ mr fazil and everyone was giving wrong infromation. At last mr fazil managed to arrange cab and i was told that the cab would reach by 3.30 am on 23rd october 2017. Since it was very late i booked a cab and send my parents to home which cost me around rs.700.00. Finally the cab and a coordinater from rsa team reached around 3.30. I spoke to the coordinator about the issue, that time we checked the clutch oil and it was fully empty. Also as per the coordinator the issue was might be with the clutch plate since the care had already run for more then 97000 km. And he also didnt know when was last time the clutch plate/clutch oil was changed.

Zoom car has completed the booking and amount of rs. 10000.00 was implicated om me. Since 23rd october morning i kept on calling multiple time to know what was the issue and i was getting only i reply from customer support, that they have sent the car for servicing and the service report will come within next 3-5 day or it might take more time aswell.

Today on 27 october 2017 when i checked my zoom app, i found that zoom car has implicated rs 5000.00 damage charge and they will refund rs 5000.00 to me. I called up customer care and they told me the dame charge has been implicated since in the service report it is written the damage report is correct and it was my fault.

I just wanted to bring few points to your notice :

1. I had been travelling on nh44 and not even been to off nh, zoom car has the gps tracking system and they can track it. How come the clutch plate will go off become of me?

2. Since i was not provided with any of the last service report of the car and when the clutch plate/ clutch oil was replaced, i wont buy this allegation that it was my fault.

3. While taking zoom car we dont check the engine oil/break oil/clutch oil etc, since we are old that the engine condition is good and the servicing is done and vehicle has been verified and is fit for driving. Nobody knows how far these statements are true.

My experience with zoom car was terrible during this trip and why should i pay damage charges just because zoom car is not provided proper vehicle.

Request you to please bring this to zoom car notice and resolve the conflict.

Thanks,
Debashish
Deb. [protected]@gmail.com
[protected]