Zoom Car — Vehicle Breakdown | Stranded for 6 hours without assistance

Address:	560076
Website:	zoomcar.com

Alright, after being a regular Zoom Car Customer and a series of mixed experiences, this issue has puzzled me to the core and is keeping me sleepless for the past few nights.

I booked Ford Ecosport from 10:00 PM 04 Feb 2017 to 12:00 PM 05 Feb 2017. My BOOKING ID is JPS6V9G8Y. I paid a total of 2200 INR as the booking fees over the app.An hour before the pickup time at around 9PM I get a call that the booked car (Ecosport) is unavailable but an alternative (Mahindra Scorpio )is available.Perplexed by the response, right at the brink of collecting time, we decided to go forward and collect the car offered anyways by 10:30 PM .Reaching the destination we found the car to be in a untidy state, vomit on the floor and mats and window which upon confrontation was immediately cleaned up(We are unaware of the previous ride details) After collecting the car we headed to Nandi Hills, a decent getaway destination 80 kms from Bangalore where the vehicle started showing signs of bad clutch. The clutch pedal will not raise off the floor and mild smoke to come started to come from the engine. The hydraulics to the clutch stopped working. It looked like the master cylinder has gone out. This happened exactly a mile before our destination spot at around 6 AM( we started 4 AM)

The response from Zoom customer care was a tedious process. There is one number to call to which happens to take complaints and then registers it to forward it to respective internal departments.After making several calls to customer care, they registered a complain for the break down and informed us that Mahindra Road Side Assistance (RSA) will pick up the vehicle and tow it for repair. . Zoom did not offer any alternate vehicle for our trip though I mentioned that I have further plans of travel to elsewhere destinations. Instead they suggested to make our own taxi reservations for the trip but I was assured the following statements:
1) The amount paid for the remaining hours would be refunded.
2) Mahindra Roadside Assistance would tow the car to a repair workshop and taker care of
3)Zoom car provide a taxi for one way drop back to our residence out of which first 50 km would be free.(we traveled total 80 kms back home)
4) The amount for the taxi would be refunded.

Later a Mahindra RSA calls me around 10 pm and informs that the towing truck along with a custody person had been arranged and that they would be providing the taxi to our destination . After some time the 3rd party taxi operator arranged by Zoom Car/Mahindra called me that there will be an additional charge post 50 KMs (I paid 1100 total for Taxi) and about the refund, we have to claim with Zoom Car later on. We spoke to the Zoom car executive handling our case and he confirmed me on the same.(We spoke to Rohit from Zoom car)

An hour later Mahindra RSA calls me around 11 pm and informs that the towing truck itself has broken down and it will take another 1-2 hrs to get there.This was another disaster or rather a catastrophic goo[censored]p by zoom car which cannot be explained.Still hopeful, finally the taxi driver arrives at 12:30 PM to pick us up.We were without water and food stranded on the road and rushed downhill in the arranged pick up to refresh.We later coordinated with the upcoming towing company to have the car pick up and delivered at the workshop which was safely executed.We handed over the vehicle at 1:30 pm after some coordination and finally reached home by 2:30.

Since then it has been a tedious process for the next two days to get the update on the amount refund.But to my surprise what I see is another big blunder.ON the app, I now see an outstanding amount of Rs.12305 . 6th Feb they mention that that amount is towards vehicle damages. When I asked the reason, they did not know why and said they would register a complain and that I would receive a call within an hour.They did not mention anything about refunding the remaining amount.

Since then I haven't received any update till date and this is bugging me to the core to have this resolved.

Here is a glossary for reference:
1.Amount refund needed :2200(zoom car fare)+1100(taxi fare)=Rs.3300
2.Parties involved:-Zoom Car, Mahindra RSA, Taxi Service, Me
3.Amount reflecting as outstanding=Rs.12305

Regards,
Saurav Kumar Singh