Zoom Car — Worn out tyres, wobble, unsafe car, poor customer service

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

Booking reference: JPS6VNEZI
Car: Scorpio S4
Pick up: Meenaxi Mall, Bannerghatta Road, Blore
Pick up date: 01 Feb 2017 05:00 hrs
Return date: 11 Feb 2017 01:00 hrs
Complaint number ref: 365645
Current complaint status: closed, with notes that customer declined the pathetic INR 1000 driving credit.

Picked up the car on 01 Feb at 06:00 hrs. On visual inspection all looked ok. Exterior had a few minor dents, interior clean, car started and engine sounded healthy. Started driving.
- Engine in good condition
- Gear box was a little fidgety, but manageable
- Braking satisfactory

Once I got onto NICE road, realized the suspension was not in great shape. Considering the car was a rental and had seen 100, 000+ kms, not surprised. But realized there was a wobble after 80kmph.

Once I got onto NH4, realized how badly screwed I was. Wobble and steering vibration at 80 kmph; once I hit 100 kmph, the scorpio was wobbling so bad, it was not fit for driving and was unsafe to drive beyond speeds of 85-90 kmph.

Called up customer service and explained - was asked to find a local mechanic and have it checked out. Was a bit early in the morning, and could not find a mechanic. Since I was visiting India from abroad and was pressed for time, I continued to my destination [which was Sirsi - 450 kms from Blore]. The drive was very unpleasant and took too long since I had to either bear the wobbly car OR drive at less than 80 kmph.

Brought the car to a mechanic and he pointed out to me that:
- on the rear axle left tyre was brand new, right tyre had seen 20k+ kms. Bad idea on a rear wheel drive; was causing the car to drag to the right
- 3 of the 4 tyres were badly worn out on the inside
- he offered to balance the wheels but told me the tyres needed replacing and there was not much he could do.

After the wheel balancing, the car was a little better.

On my drive back [Sirsi - Blore], the car handled a little better, but still had considerable drag and wobbled badly past 100 kmph.

I returned the car, paid all due amount, and then raised a complaint with Zoom car customer care about this. Then started the fun and games with the customer care. The customer care are polite and well spoken but are trained well to screw with the customer. Events unfolded as below:

11 Feb, 11 AM: I call customer care, explain the issue, raise complaint, told "we will get back to you in 24 hrs".

11 Feb, 6 PM: I am on another call when zoomcar calls; I tell them "on an important call, can you please call in 20 mins" - but I do not hear back from them.

12 Feb, 8 PM: I call zoomcar again - they say the complaint is in status "awaiting customer"!! So, basically rather than call me in 20 mins as I had asked, they just set the complaint to "awaiting customer" hoping it would just go away. I tell them they were to call me. I end up talking to 2 different people over 25 mins, explain the issue in detail twice. The guy first offers to pay the cost ow wheel balancing! What a chancer. I tell him of course zoomcar will pay for the wheel balancing since they advised I get the car repaired and told me they would reimburse the amount. He then promises to call back in 15 mins.

I tell the customer care that I have photos to prove that this is a genuine complaint. I also tell them they can have the car inspected and will know the issue is real and major.

12 Feb, 8:15 PM: Someone calls from zoomcar and offers INR 1000 in driving credit. I tell them that 1k driving credit on a 30k rental for giving me a car with unsafe and undrivable tyres is ridiculous.

So, basically, I paid 30k for a 10 day car rental. Zoomcar gave me a car with unsafe tyres that needed to be replaced. When I raised a complaint, they tried to screw with me and gave me the run around. After explaining the same issue to 4 different people and wasting 2 hours of my time they offer me a INR 1000 in driving credit. This is just horrible customer service - you take my money, do not give me what I should get for money and offer some pathetic 1000 rupee refund.

I attach photos of the tyres for your reference. You can see clearly how the insides of the tyres are worn out. You can also see where some idiot of a mechanic fit a new tyre on the rear left leaving a worn out tyre on the rear right - this on a rear wheel drive vehicle.

Oh, and finally as an added bonus, the 5v charger points in the car were not working.

At this point I believe you are a bunch of chancers and thieves and do not intend to use your services again. I was in India on a vacation and am returning today and do not have the patience to make international calls to talk to you guys. But if you find a way to make this right for me, do so.

Kiran

PS: the above is going on Facebook, Twitter, TripAdvisor and https://www.consumercomplaints.in for now and then on any other place I think I can put on. Terrible service like this deserves to get the publicity it should.