I had booked a 7 seater Honda Mobilio for 26th Nov 2022 from morning 4am to night 11 pm for Rs.4, 493/- including Booking tariff, damage protection fee and platform fee. We are a group of 7 students doing M.Tech. in Defence Institute of Advanced Technology, Pune. We planned to go on a trip to lavasa city and Lonavala. Initially when I started the trip the fuel was 65%.
We started to Lavasa. Near Lavasa it's a steep road and we encountered that the clutch is not supporting. We released complete clutch but even then the car's moment was very slow and we also got some burnt smell. I raised a ticket from zoomcar app help and support group immediately but no one called back or did anything. Anyway we slowly managed to reach hill top and we spend a beautiful time in Lavasa City.
After that at 2pm we started from Lavasa to Lonavala. We reached Talegoan Toll gate. There the car's fast tag came as Blacklist due to insufficient balance. So we are charged 2 times of the toll fee i.e., Rs.540/-. We paid it through our credit card, we got the receipt and I uploaded that bill in the zoomcar app so that they will verify and refund it.
About 5 pm we were like 20km away to reach Lonavala. But now the clutch was completely not working. The clutch plate was totally worn out. We were on Express way at YCEW-73/800. We managed to park the car on the side of the express way. We tried again to move the car. Engine is working fine, but clutch was worn out and car was not moving even after releasing clutch completely. Again I raised a complaint in help and support section in zoomcar app, but no response.
Now we were on the middle of express way, nowhere to go, no one is responding from the zoomcar help and support section. We started looking for zoomcar customer care contact number. We got one [protected]. At 5:17 pm I called them. After 6 min in waiting in call we are connected to one support executive. We described our breakdown issue. He said he has raised a ticket to the mechanic department and they would call back in 30 minutes.
At 5.51 pm I got a call from [protected] zoomcar mechanic department. I explained my issue, they said me to leave the car there on road side and we can go. I asked them how can we go, we were stuck there in the middle of an express way and we can't get any means of transport to go back, so please arrange something like another vehicle nearby so that we could go back to our college. They simply said they can't. For 17 minutes we were on call and I explained them how our situation is in the middle of nowhere. But they insisted only to leave the car there and go back however we can. They sound like don't even care about how can we 7 people including 3 ladies go back from the middle of an express way. The least they could do is to just provide another vehicle so that we can reach our place safe. But they didn't do it.
At 6:22 pm I've got a mail from host.support.[protected]@zoomcar.com zc.pune.[protected]@zoomcar.com to share the current location and all sides images of the vehicle. I replied the mail with the location link and images of the vehicle. 35% fuel is left in the vehicle. At 6:44 they called again and told to keep the car keys inside the dashboard so that they would lock the car from their side. I did it. The car was locked by them.
Then we were on road and don't know how to go back. We tried for ola, it showed they don't serve that location. We tried Uber, no driver accepted our request. We tried to stop busses going that way so that we could atleast go to a nearest public transport. No one stopped.
It's getting late and it's almost 7:30 pm. We all were tired and hungry. No place to sit, no shops nearby to buy something to eat, no idea what to do and how to reach hostel. Some private car towing people who roam around on that express way saw the car and stopped. They said that they could take the vehicle to their mechanical shop and get it repaired. But we denied saying that it's not our own vehicle, we already informed to zoomcar authorities and they would take care. We told them our situation and asked them if they could provide any transport to reach our place. They said they could, but we are 7 in total. So we all can't fit in one vehicle. They would provide 2 vehicles with a driver so that we could reach our place and they could come back. But they demanded for Rs.500/- per person initially. That is Rs.3500/- in total. We again requested them to reduce some amount as we are students and also we already paid so much money on the zoomcar vehicle booking. They agreed and made it to Rs.450/- per person and it would not be made any less. In that situation we had to agree otherwise there is no other way. So we paid Rs.3150/- in total and reached our place
by 11:00pm on their private cars.
The next day after the trip ended in the app, it showed that I have to pay outstanding amount of Rs.987/- for refueling fee.
We were at a complete loss, we paid Rs.540/- toll fee, we didn't use all the hours of our trip due to breakdown, 5 hours were still unused, we starved on road because of their (zoomcar) inefficiency of customer service and irresponsible car maintenance. We didn't even complete our plan of reading Lonavala and spend time there. Instead we spend Rs.3, 150/- extra on a private cab to reach home, now we have to pay again Rs.987/- towards refueling fee. They are totally looting us. I raised a ticket again on this demanding I am the one who should be getting a refund and also a compensation because of the worst experience I had due to their service. But they kept on sending regular mails and texts about the outstanding amount of Rs.987/-.
I am liable for refund of compensation.
I demand my refund of Rs.540/- toll fee charges, Rs.3150/- for return cab charges, refund o[censored]nused hours of the trip and also a compensation for the worst experience and hardships we faced due to zoomcar's ill sevice.
Booking ID: JPSNC7WQI
Name:. Jampani Kashyap
Car: Honda Mobilio
Date : 26/11/2022
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