Zoomcar — Faulty car and failed callbacks - very unprofessional.

Hello,

I'm Gaurav Kotian, from Andheri, Mumbai.

Date of Incident: 10 March 2022
Trip ID: JPS696E1R
Vehicle: Renault Kwid (MH46AU5951)
Pickup time and Drop time - 12:30pm to 9:00 pm

Note - I have audio recordings, and proofs for all my claims, and will present them if needed.

Broad description of issue:
1. Unprofessional, unsafe cars:
Zoomcar lately has been very unprofessional, the cars are unclean and not maintained, the booking prior to the one mentioned above had a faulty horn! The 'fuel' readings whereby they charge customers are provably inaccurate, as the customer service admitted when I asked them to recheck and calculate a reasonable mileage. This is CHEATING, who knows how much money is taken by this method by other customers, they've removed the 'with fuel' option from bookings, and they've offered limited KM to some accounts and unlimited KM within booking time to some others, again I know this as I referred a friend and he got it. Unsurprisingly his first experience was also horrible as the car didn't TURN UP AT ALL, and the assigned driver didn't answer, and customer service didn't answer the call for 40 mins or more, only to cut the call, and get us on another 40 minute waiting hell, and 2-3 calls later they agree to refund. NO resolution.

2. The latest issue:
The particular issue with the booking mentioned above, is there was an issue with the engine, wherein the fuel flow was choked/inconsistent therefore I had to compensate by pushing the pedal more, leading to sudden jerks, and braking. Once I finally reached the drop point, I handed over the car to the agent, who called me 5 minutes later saying the car has stalled, I said I've paid 500 fuel, for a 50+KM trip, I highly doubt you've run out of fuel, he then checked the 'pump' (not sure about the technical part) and the car started, and left. I couldn't end the trip either, it was ended by me calling zoomcar 2-3 times, again with a long waiting period, and an agent finally did it.

3. Failed callbacks and promises.
Over the next 30 hours or so, I've been on and off with zoomcar customer service, who kept promising a supervisor callback in '1 hour' with no calls at all, they kept making me explain why I need a callback when I contacted again to ask why noone called. They asked me to explain the whole situation again and again. This is mental torture.

It should be simple enough to verify if I dropped the car on time and if there was an issue with the engine ... CALL THE PICKUP AGENT!

They have been horrible so far, and I gave them 7-8 calls with no fruit, except the last one condescendingly adding a 500 'zoomcar' credit to the balance, with no mention of if there was excess fuel, and a refund is due.

This is ridiculous and I demand an investigation into the careless way in which they operate, where noone is answerable.

I demand a compensation for the harassment.