[Resolved] Zoom Car — Vehicle not given on time and no proactive update

Ganesh Varatharajan

from Jalandhar, Punjab

Address:	New Delhi, Delhi, 110078
Website:	Zoomcar

This is very frustrating... I have sucessfuly booked an XUV vehicle through Zoom car app from Dwarka, new Delhi. Since it was said that I need to pick the vehicle from their pickup point in Dwarka, sector 18, when I reached it said that the vehicle is not available and will only be provide after 4hours. While contacting their customer care, they reverted that they had tried to contact me but I didn't picked up third call. My question is- if I haven't picked the cal (due to any reason) then why didn't they send a text MSG or email informing this. Anyways, after struggling to contact them, they said the vehicle will be provided at 1:30pm and it's already 1:45pm and no sign of vehicle. My parents and family member s are waiting at my home. Sorry to say, the resonse and ownership from zoom is unprofessional, no one is taking responsibility. As of now, I am left out with anything but to wait for the vehicle to come. Very very unprofessional ism and pathetic response. The only empathising behavior showcased during this whole episode was the person avaible at the pickup point - Vinay. He was the only person who was willing to help me out. Incase Zoom is reviewing customer complaints please update me with the status of my vehicle and refund. I have already paid from 1230pm. I definitely need my money back. My booking I'd - JPS6TCQ1F thanks, Ganesh [protected]

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Mar 26, 2017

Complaint marked as Resolved

Zoomcar customer support has been notified about the posted complaint.

Verified Support

Feb 20, 2017

Zoomcar Customer Care's response Hello Ganesh,

Greetings !

We sincerely apologize for the inconvenience caused. This is definitely not the experience we want our customers to get.

We ensure that our team is more vigilant and prompt. Reviewing your complaint it clearly shows that we have failed to provide a satisfactory service. We understand the inconvenience you had to go through because of the delay caused.

The issue has been escalated to the concerned location manager to check on the issue and to understand why there was a delay in handover and also to ensure corrective measures are taken and make sure such issues are minimized in future.

We do understand the need of having backup vehicles to serve customers in such instances. Our team has been rigorously working on adding more backup cars.

As informed by our executive, we have refunded the unused hour refund. We will be unable to undo the events that has caused you distress, but, please rest assured, our team is working on combating such issues and we will be implementing corrective actions to rectify the issue.

Hoping for your kind understanding in this regard.

Regards,
Zoomcar.