Zoomcar — Booked a zoomcar but the car didn't have keys inside it. Want refund asap

I booked a Zoomcar with Booking ID: JPSNCKW1U. The details are as below:

Vehicle Name: Maruti Wagon R MT Petrol
Registration No: KA42M 7188
Pickup Date and Time : 29 Dec, 10:00 AM
Total Amount Paid: Rs.4325

Complaint:

Upon reaching the vehicle via a booked auto which cost me Rs.146 from my place and having done the unlocking formalities, I found that the car keys weren't there in the car at all. I tried searching for it in every place possible including the floor of the car but it was nowhere to be found. Moreover, the alarm got activated every time I opened the door as if I'm some burglar trying to steal the vehicle. The by-passers even looked at me with suspicion and a few even questioned me after seeing me doing multiple attempts to locate the car keys, but all in vain.

I immediately tried to get in touch with the Zoomcar customer care and to my horror, not only I couldn't connect even after more than 10 mins of being on hold, but the IVR option said that I'm not even a registered user and that I've no active/upcoming bookings on Zoomcar. Failing to get in touch with the customer care with every option possible, I even tweeted about this experience hoping to get some immediate response/support in dire circumstances but you guys didn't even acknowledge that. After close to 90 mins of tying to do all this, I finally gave up, had no hopes to go ahead with my plan and my entire day with my friends and family was ruined. All thanks to your utterly incompetent workforce, processes and the overall system. i left the car where it was and just moved on with life with utter disappointment and a promise to never ever use your crap service again in my life!

Its been more than 24 hrs now that this happened and still nobody has even bothered to follow up with me on any medium possible. This is just NOT ACCEPTABLE!

Not to mention the condition of the car was terrible, it stank of alcohol, cigarettes and what not. There were cigarette butts all over, match boxes, plates and even bottles in the car. It was horrendous.

I just want a refund of my entire amount paid, a formal apology and the amount I incurred for my cab ride to get to the location of the car. The total amount is Rs.4471

Thanks & Regards,
Rajeev Kumar
Mobile: +91 [protected]