[Resolved] Zoom Car — wrongly imposing charges on me and recklessly blaming customer for faults

Rahul Kr Tiwari

from Ludhiana, Punjab

Address:	Chandigarh, Punjab, 140001
Website:	www.zoomcar.com

Hi sir,

I booked a Tata Tiago (diesel) from zoom car. I picked up the vehicle from Chandigarh (railway station parking) at 11:30 PM on 11th January. I had made a booking from 11th jan11:30 PM to 12th Jan 9:00 PM. I drove off to my home 56 km from Chandigarh so that I could start for Shimla the next day in the morning early. On 12th Jan, after merely 46 km driving, the car suddenly developed clutch disc problem and stopped moving. After being stranded on a desolate road for 5 hours from around 11 AM to evening 4:30 PM and after several calls to customer care, the TATA roadside assistance cab came to pick me and my friend. Our valuable time, money wasted and if that wasn't enough, instead of refunding our unused hours the zoom car guys are levying a charge of[protected] minus 1000 Rs fuel refunded) on me. Also, they just called and informed it when I was busy and later when I called them to discuss when I got free, they said a concerned person will call you back and no call has come yet. Meanwhile, the app is flashing a message that the amount will be auto-debited from my pre-authorized credit card. How careless and negligent of them to blame the damage on a customer who used his car for 96 km only. How can they blame that the entire damage was done by my negligent driving? They have neither explained how they came to this conclusion nor the breakup of the charge that they are levying. Do they even check what damage has been caused after every rental period? How can they assign the blame recklessly on the customer who ultimately suffers the breakdown?

I hope justice is served to me. I have been driving for 3 years and they are saying I am negligent. That's poor blame shifting zoom car.

I request for a full refund of the entire amount as its negligence on Zoom car's part for renting their poor quality cars with no quality checks.

Please help me.

Thanks & Regards

Rahul Tiwari

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Feb 23, 2019

Complaint marked as Resolved

Zoomcar customer support has been notified about the posted complaint.

Jan 14, 2019

Updated by Rahul Kr Tiwari Attaching odometer photos before booking start and after the car stopped moving. To add to it I along with my friend pushed the car to a dhaba 1.5 km so that the car is safe when the towing guys from TATA come there. Also communicated all this with the concerned person as to from where to safely pick up the car. Such a pathetic excuse on the first booking has made me apprehensive of trusting Zoom car and its policies. They seem to be made only to profit them whatever be the case.

Verified Support

Jan 16, 2019

Zoomcar Customer Care's response Hello Rahul,

Greetings!

We did review your complaint and this is definitely not the experience we aim to provide to our customers. It is disappointing for us to know that you were not happy with your zooming experience.

Kindly note, we did check the above issue and see that our team has already reached out to you and shared an update on the escalated issue. Our team has confirmed on the charges post the internal assessment of the vehicle. As the clutch was overdriven, the breakdown occurred for the same during your reservation. Hence, you are billed as per the policy.

We regret to inform that we will not be able to reverse/alter the charges levied on the booking.

Regards,
Appachu
Zoomcar

Jan 16, 2019

Updated by Rahul Kr Tiwari What about the charges levied for full trip. My odo eter shows i only rode for 96 km of my total quota of 323 km. How can you charge me for full trip when you know that the vehicle brokw down mid way of my booking. That is totally illogical. You cant charge me for the full trip if you are charging me for the breakdown.

Verified Support

Jan 17, 2019

Zoomcar Customer Care's response Hello Rahul,

Greetings!

We do understand your concern here. The charge levied on the booking is valid.

We regret we will not be able to reverse the charge. Hoping for your kind understanding in this regard.

Regards,
Ramya. S