[Resolved]  Zoom Car — zoom car -asks to pay penalty without any rationale

Address:

560037

Dear Sir/Madam,

We have booked zoom car – KA03AF5881 on 7th Oct from 1 PM, till 5PM. (Booking ID : JPS64EJZF).

We took the car at 2:30 PM. While taking the vehicle from pick up zone, we found that the car front is damaged;Even the previous user also mentioned in the zoom car app about this damage.

We clearly mentioned those issues in the check list before taking the car. Also we have images of the car damages before we have taken the car from pickup location.

After we drove the vehicle for some time and found that car's gear was having problem. Immediately, around 3 PM itself we called zoom car customer care and informed that vehicle is not moving further.

Then, Zoom car personnel from Keys hotel Whitefield inspected and confirmed that Vehicle cant move further and they informed to zoom car customer car also.

We stood almost there for more than 4 hours tolerating mosquito bites, due to lack of immediate support from Zoom car customer care team.

They asked us to pay initially INR 15380. When I asked for break-up cost for 15380. They suddenly reduced the amount to 7000 and asking me to pay.

Now, Zoom car is threatening with criminal or legal proceedings, if I dont pay 7000. I am asking the exact invoice for vehicle repair mentioning what was replaced. As a customer, I have the right to ask why I need to pay for 7000.

Zoom car is not providing the proper invoice for vehicle repair and they refused to reveal these details as per their internal policy.

Due to all these incidents :

1. We were almost stranded for 4 hours in mosquito bites, with no proper assistance from customer care.
2. We suspect that there might be some hidden issue with gear mechanism, which was not recorded in zoom car app.
3. We are stuck, due to improper vehicle provided where we have controlled with our experience driving.
4. We lost the entire plan for the trip and lost more than half day by waiting until roadside assistance guys arrived.
5. Even after informing each and every detail to the customer care prior to the service and providing all necessary proofs of the damages, the customer care team took lot of time for appropriate action.
6. Instead of providing better assistance from the Zoom car team we were charged additional amount of Rs. 7000/- for the damages(which were not made by us and already present before taking the car – which was also mentioned in the check list by us).
7. This also shows that Zoom cars are providing cars which are in bad condition and which has no safety.
8. Without proper communication from the Zoom car service team, we were asked to pay additional amount and also a legal notice was sent to us.

Instead of providing quick service and providing compensation due to our loss of time for getting the vehicle repaired during our trip, we were charged unnecessarily.

Could you please take necessary action, to resolve this issue?