[Resolved]  Zoom Car — wrongly charged, damaged vehicle,

Address:

Lucknow, Uttar Pradesh

Dear sirma’am

I had booked one zoomcar with booking id jps6bompz from my id with mobile number [protected] in the name of suraj pratap. Booking was of xuv 500 from 6:00 pm on 12th april 2019 to 12:00 am on 15th april 2019.

1. I was supposed to pick the zoom car at 6:00 pm on 12th april 2019. But once i reached the pickup site to pick up my car, i was shocked to see that the rear left tyre of the car was puncture. The owner of the car living there gave no support infact rather than assisting us they just said he had informed zoomcar and he can’t do any thing also he was extremely rude and acted as if he was doing a favour on giving us the car. On calling zoomcar i got no support and was told to get it fix yourself and the amount will be refunded and i will be getting the three hours extension. I wasted nearly 4 hours fixing the stepney and getting the punctured tyre repaired. The tyre had 6 punctures and total charge of rs 600 was paid and we ourself fixed the tyre working like mechanics for 3 hours. Also i would like to mention that the car was parked at a place which was total # and filled with litter, it was a place where the entire society threw their garbages.

Total spend for this was rs 600.

2. So we started our trip around 4 hrs late which was supposed to start at 6. Then on night of 13th april 2019 at around 10:00 pm the car suddenly stopped at a place and on opening the front bonnet there was some fumes coming from engine. We called zoomcar customer care and they each time said our team will call back in 10 minutes but after multiple efforts its seriously pathetic to say that we received no support from zoomcar. We called a local mechanic and tried to get it fixed but it took lot of time. We could not even travel to our hotel booked and had to book a new hotel again at same site where car broke down and pay again for the hotel. The car mechanic worked for almost whole night and then in morning at around 6:00 am he informed that car can be driven slowly. Then i got a call from zoomcar in morning 7 regarding towing of car etc but by that time the car was repaired. I paid rs 6000 after bargain for the work down. (Hand written note of the same has been taken from the mechanic as told to me by zoomcar).

Total spend for this was rs 6000.

3. Then while returning on 14th april 2019 people on the mid way stopped us and told that the back tyre on co driver side was bubbling and moving unevenly. We again called zoomcar and asked 3-4 mechanics all refused to fix it. Zoomcar again gave same reply to wait, our executive will call you and it again took 30-40 minutes for zoomcar to call. By that time we got one mechanic who could figure out the actual issue and fix it. He told some issue with brake pad rubber and it had to be replaced. Now for the third time i got it repaired and paid rs 1900 for it, that too with confirmation by zoomcar to refund it back.

Total spend for this was rs 1900.

4. I got fuel filled in car multiple number of times as for for nearly 1100 km drive that to on hilly terrain i was only provided with 6% of fuel. Total fuel filled in the car was rs 9500 which an suv will easily consume on hilly terrain for 1100 km. All the digital bills for the same have already been uploaded. Still after all this the entire amount of fuel has not been reimbursed nearly rs 5000 has been refunded for fuel. Also i would like to mention that i have returned the car with around 40% fuel where as i only got 6% fuel while picking up the car.

Total spend for this was rs 9500.

5. I took state permit o[censored]ttrakhand for rs 410.

Total spend for this was rs 410.

Total amount that needs to be reimbursed is rs 18410.

Problems faced by me are mentioned below and please provide me a solution to each one of them.

1. Late return charges applied to my account when i was already told that i will get 3 extra hours for getting the car in punctured condition.

2. Rs 10000 damage charges have been applied to my account when i did not even return the car, also there is no damage in the car. So kindly waive off rs 10000 damage charges.

3. Refund of fuel charges for rs 9500 as i had booked car with fuel so entire fuel amount should be reimbursed.

4. Tyre puncture charge of rs 600 has to be reimbursed.

5. Engine repair charge of rs 6000 has to be reimbursed.

6. Tyre bubbling repair charge of rs 1900 has to be reimbursed.

A total amount of rs 18410 has to be reimbursed and an amount of rs 11735 which have been wrongly applied has to be waived off.

Apart from this i would also like to mention that because of zoomcar and the vehicle provided my entire trip was wasted just getting the car repaired. I could not complete all the destinations planned. Due to which i could not even complete the entitled 1080 km’s for which i had already paid to zoomcar. I had to pay from hotel twice as i could not reach the already booked hotel as the car broke down midway.in all we faced a huge financial loss as well as we also faced a very big metal torture because of zoomcar.

Still now zoomcar is torturing me and not providing the refund which i am supposed to get. I have already paid the entire amount and now zoomcar is not refunding instead it is applying more and more penalty. So i request you to finally reimburse the entire amount at the earliest else i have to complaint to consumer forum for torturing me and not providing the services for which zoomcar has charged a hefty amount from me.

This was my first and worst and last experience with zoomcar totally pathetic and i would not prefer to recommend zoomcar to anyone in future.

Please find attached the screen shots and photos of all repairs and bills.

Hoping to get a proper solution to all my issues.

Thanks and regards

Suraj pratap