[Resolved]  Zoom Car — zoomcar maintenance and emergency service of zoomcar

Address:

400076

This post is about the horrible and completely unacceptable pathetic service offered by zoomcar in the midst of an emergency to us on 21st november 2018. We were ruthlessly made to wait for 9 hours on a ghat highway with no assistance offered.

We are a bunch of engineering students from iit bombay and had booked a red scorpio mh-14-fc-4108 with the booking id 'jps649t5f' for a 240 km package from 7am to 7pm. We picked up the car from a zoomcar garage near nirmal lifestyle, mulund.

The car seemed to have a pick up issue from the beginning.in spite of pressing the accelerator pedal, the engine was revving, but the car was not accelerating significantly. We however adjusted and proceeded with our journey to alibaug. Amidst our return journey to mumbai at around 3 pm, this clutch problem elevated. At around 3.30, when we were 10 km away from alibaug, the clutch completely stopped working and the vehicle came to a halt. It seemed that the clutch plates were worn out.

We were stuck on the highway in the ghats and had nowhere to go. We then reported the issue to the zoomcar customer care service[protected] and registered a complaint at 3.45 pm. They reverted back with a promise of sending a towing truck by 6 pm and directed us to find our way back to mumbai on our own with our own expenses.

Upon calling them several times, they offered us a taxi service with 50 free km. We hesitantly agreed as it was our only option. They gave us a contact of a taxi driver to which they claimed of already having spoken to. The driver however ([protected]) denied of having received any instruction or call from zoomcar. They instructed us to hand over the car to a nearly residence at our own risk. But the owners of that nearby residence did not agree to take care of the car. We had no other option but to wait for the towing truck to arrive and then find the transport.

While waiting for the towing truck, we got a call at around 5.30 pm saying the truck service had then been dispatched and the truck would reach us by 8 pm. We tried to reach out to the customer care service multiple no. Of times after that were in vain. We again got a call from towing truck driver at 8 20 saying they were then starting from chembur (Which is 85 km away from the place where we were), which would take them 4 more hours to reach the destination. At around 11 pm, we got a call again saying the towing truck driver would be there in 20 min. Later again at 11.30 pm, the same driver said, he would reach my place in an hour or so.

Having lost hope on the zoomcar service and having lost faith on the arrival of their so called towing truck, we tried out for our personal contacts and gathered help. We left the place in a cab at 12 am. We handed over the keys to our acquaintance who immediately came over to help and stayed there till the truck arrived. The late night charges of the return vehicle costed us around 4000 rs.

As customers, we were not given any attention and were repeatedly lied to. We were made to wait for 9 hours and are not sure of how long it would have taken to the truck to arrive if we had not relied on our personal contacts. This service is completely unacceptable and we shall go to the consumer court regarding this.