Zoomcar — Fraudulent Outstanding Amount and Poor car condition

Dear ZoomCar,

This is regarding my latest booking (JPSN77YH3) with your company. The following issues are germane and need resolution:-

1. I had booked a Maruti Baleno for this trip. A few days prior to the trip I received a mail from you company stating that the said car was not available and was offered a Hyundai venue in lieu.

2. On the day of the airport drop, when I went to pick up the car at the designated spot, it was nowhere to be found. I tried calling the customer care number and Zoomcar executive’s number shared by you, but both these numbers were unresponsive. After a lot of struggle the car was delivered to me late by almost 90 minutes, thus delaying my trip and causing me great inconvenience. Further, the car was delivered by an executive whose number had not been shared by your company. Details of this executive are as follows- Naveen +[protected].

3. The car was delivered in a very dirty condition. Neither was it cleaned nor sanitised. Upon inspection, I found the car windshield cracked. I showed this to your executive and asked him to replace the car. He said that there was no other car available and that he was a mere driver and therefore, I would have to contact customer care. There was no response on the customer care number even after trying for hours. I tried sending an email but the mail was returned as your inbox is full. I tried to use the app to raise the issue but the app wouldn’t let me proceed ahead without getting an OTP from your delivery executive. Your executive was not able to provide the OTP as he was unaware of the process on his phone and stated that he is only a driver.

4. With no option left and having wasted a lot of time trying to unsuccessfully resolve the issue, I clicked a photograph of the damage with your delivery executive’s face in the picture as proof. The same has been uploaded here. The entire delivery process was absolutely pathetic with no response from customer care or the delivery executive. I was unable to start the trip from my phone/ app. This was done later by your executive from his office and the time punched in for starting the trip was incorrect. Mind you, my car was actually delivered almost 90 minutes late.

5. During the trip the car broke down several times due to battery/ starter issues. I finally had it resolved by taking it to a mechanic. Repair bill for 2000/- was also uploaded on the app. Your executive Vinayak [protected] was also informed of this development on the phone.

6. Upon completion of the trip, the car was returned on time. It was inspected by your executive and found to be in the same condition as received. It is pertinent to mention that I was unable to end the trip from the app. Your executive assured me that he would do it from his office. However, even after having returned the car the trip continued on the app and after repeated reminders the trip was ended by your executive almost after 7-8 hours.

7. After a couple of days I received an email from your company seeking a payment of 10000/- INR as damage charges. This is a completely fraudulent claim with no proof whatsoever.

I would like your company to immediately reimburse INR 2000/- to me for repair charges incurred during the trip. Furthermore, the car was delivered to me almost 90 minutes late thus causing me great inconvenience and delay. I would like you to reimburse me for the inconvenience caused and for the exact duration of the trip which is actually less than what you had originally charged me for.