[Resolved]  Zoomcar — Car not delivered and no proper solution given

Date of incident: March 6th 2022
Email: [protected]@gmail.com
Booking ID: JPS69F2KV

I have booked a car (Nexon- home delivery) two weeks back for the date March 6th 2022 9:30 a.m. The booking and payment was successful. On the morning of date of booking (6th March) in the zoomcar application it was mentioned that car is not available team is working to give an alternative car. Past the booking time no responses was there from the team. By 10 a.m. I got a call from a customer care executive after reaching out to them via support and calls. The customer care executive mentioned that instead of Nexon I will be given renault Triber but I'll have to pick the car. After insisting soo much explaining my mother's condition the executive said car will be delivered to requested point (railway station). There were no calls from any of the executives after the call. Me and my mother were standing for more than 2 hours waiting for a call. There were no responses from the customer care number and support tickets raised from the app. After getting frustrated there was a location mentioned in the app where the car is. When I reached the location I saw the Triber car owner he saw me searching for a car. He mentioned that the car was taken by a zoomcar executive morning 5 a.m. and he also showed me the customer name and the car status was already in live. Then the owner called the zoomcar executive who picked the car early morning he mentioned to me that the zoomcar has made a mistake from the backend booking the same car which is already taken by a customer. I was asked to contact the customer care regarding the refund or compensation. None responded so far.

I need an proper explanation from the zoomcar team why they treated a customer and as mentioned in the zoomcar policy. Zoom Promise policy needs to be applied to this issue.

The policy mentioned from the official zoomcar site

What is Zoom-Promise ?

In an attempt provide seamless customer experience, we will now guarantee a vehicle for all bookings or we will provide a full refund of the booking amount with an additional cashback worth 5 times of booking amount or upto Rs.10, 000 whichever is lesser. The amount will be credited within 2 hours from cancellation