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Zoom Car — wrongly charged

Greetings of the day,
Booking id:jps6fnsio carno:ka03ae7823
This is regarding the issue we have been gone through on 25th march 2019. We took hexa car for zoom car local station and we want to spend some time with our family so went to beach and when we want to return back suddenly the car didn't start it shows a message like battery failure, from there on words our bad time starts we thought that zoom car will sort out the issue and time is 8 clk in the night we were 7 people in the beach we tried to call zoom car and its customer care experience is pathetic. We reported to zoom car customer care about our situation and at that time your executives said that there will be no extra charges for the vehicle period under in gone for service condition. We waited there till 11.30 pm then i though its not correct to keep all my family in trouble so i sent my father and mother with my friend to home, trust me its like a ghost day for us because in that beach no one is there. They walked more than 5kms to catch a cab, after that 4 hours of struggling zoom car executive came to resolve the issue and we depend only on zoom car but in that situation also zoom car fails because executive jump start the car and he told us like he cant assure about the car situation it may give us trouble later on, yes its proved again it gave us trouble but this time its horrible we met with an accident in the mid night it happens in a narrow road suddenly a vehicle tried to overtake us and vehicle gave us some sort of jerk fraction of seconds everything goes wrong we hit a pole due to the uncontrolled vehicle and the late night we informed zoom car about the situation and as per their guidance we informed local police and we arranged a towing service in the presence of police next day zoomcar representative took the car and from there on words i am receiving continuous notice followed by every month. How this recovery is made on the basis of excess usage. We have not even completed our ride for the booked time period. Your executives said that there will be no extra charges for the vehicle ride period. And also where is the loss we faced we were left out for over 4 hrs at night at a deserted beach we had to walk for 5km to get a taxi for our family to get out from that place. And now you are charging me for excess usage of the vehicle. How come this is right. And one day your executive called me about this issue for the payment we talked about it and i asked him to just call me after half an hour. From then till now there was no response from your end, and now suddenly you are sending me a notice on excess charge which your company told that there will be no excess charges for the usage. I tried to call the customer care but it says that the number does not exists. Whenever i am receiving a notice at that time itself i want to reply but there is no provision you provided for us. Like this how many notices will you send me. Until i receive a proper explanation i dont want to pay, if i need to pay you have to sort out the below because this whole incident happened just because of lack of vehicle maintenance if zoom car provide proper condition car we haven't gone through this.
Now i am requesting three things from my side:
1) there notice is completely wrong because there are mentioning like excess kms that issue we already sort out with the customer care they promised us to no excess fee for the kms in another way they have to refund us the booking fee because we didn't complete our trip and we faced a bad experience because of zoom car
2) cab charges that we payed because we faced horrible situation in the mid night with the family.
3) towing charges.

Complaint Status

[Aug 25, 2019] Zoom Car customer support has been notified about the posted complaint.
Verified Support
Zoom Car Customer Care's response Aug 26, 2019
Hello Ebin,


We are sorry for the trouble you had to go through during your reservation. We did review your comment and this is definitely not the experience we aim to provide to our customers. It is disconcerting to me and the management that we have not been able to meet the standards that we have kept for ourselves in this instance.
Also, we believe that one of our representatives reached out to you and addressed the above escalation raised. The vehicle is damaged, hence, we have levied the damage charge as per the policy. Unfortunately, we will not be able to process the refund.

Ramya. S
Updated by ebin243 Sep 06, 2019

Thank you for your prompt response.
It would be really appreciated if you revert back my cab bill (554rps) as well as Towing charges(2000rps).
Kindly revert ASAP.The whole beautiful day becomes as a black day so i dont want to bare any cost of it.
Kindly keep trust on your esteemed organisation .For your reference here i am attaching the cab bill and sorry i am not having any towing bill because it happend in midnight and we are not having any provision to take the same and with your confirmation only we safely arranged the towing & handover the vehicle in police station.Kindly revert.

Verified Support
Zoom Car Customer Care's response Sep 09, 2019
Hello Ebin,

Based on the concern raised we did have a check.

Upon checking, we find that our team has not promised for a refund of the cab bill nor the towing charges.

We regret we will not be able to process a refund for the same.

Hoping for your kind understanding here.

Updated by ebin243 Sep 09, 2019
Then who will provide the cab bills?Should we need to wait until that car get ready?We have been waited more than 4hrs with my entire family and whole day spoil because of your irresponsibility towards the vehicle condition, if you give proper vehicle then we wont face that situation an our day becomes night mare.So some how we need to reach our home?That too it was 11 in the beach
If you provide the towing then we need not to take that risk in the midnight, but at that time you told us to arrange a towing to nearest police station because your instruction we kept your safely.Then who will bare that?Kindly let me know if you need any further information, But revert amount ASAP
Updated by ebin243 Sep 17, 2019
Good morning!

Kindly update the status of my above request.
Do you really require more time to resolve this?It has been nearly 1 month.
It would be really appreciable if you revert at the earliest.

Thank you in advance.
Have a nice day!
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