[Resolved] Zoomcar — illegal charges imposed and threatening to pay charges immediately | |||
Horrible and terrible experience with ZOOM CARS! Booking Id: JPS6TVGRE Car: Ford Endeavour We (team of 7 members) took a Ford Endeavour from Chandigarh Railway Station to Kasauli on 10th September 2017 at 8am. Actually we booked for Mahindra XUV500 (7 Seater) from 8am to 8pm, 240 kms package. Amount was 4200 + 1500 (security deposit). We got a call at 6am from a representative informing that XUV500 is not available because of some mechanical issue. Hence they offered Mahindra Scorpio or Ford Endeavour. We chose Ford Endeavour. Condition of the car – Outside mostly with scratches! (Can be ignored). I didn’t know about the internal mechanical condition of the car as I am not an expert in car mechanics. Anyway the best (or the worst) part is once you start driving it. While on the move, on the highway travelling around 60kms, the car starts shuddering and the accelerator was rising on its own. I had to be cautious. I guess I was right because once the uphill section started towards Kasauli, the car refused to move and soon, after few kilometres, there was a ‘burning’ smell in the car. There was a point where the clutch refused to hold. It was a struggle to drive. We stopped the car immediately on the road side. We tried calling Zoom car customer care and finally they gave us this option. After few calls to Zoom and a conference call with Ford’s customer care we were advised to leave the car which will be towed by their car service office for repair. Since we were left with no car, I was told by representative to hire a taxi for local sightseeing and also for the trip back to Kharar for which the money will be ‘reimbursed’. I don't have any written communication on the same. Next big mistake from our side. In my Zoomcar App, it started showing OUTSTANDING AMOUNT of Rs.10, 000. The trip which would have cost me around Rs.2500 in my car, cost me around Rs.4300. We submitted the same next day to the zoomcar. Since then I am calling zoom car for my refund, there is not even one direct number where I can call. Other than the call centre, I am fed up of talking to 10 different people at ten different times. Do these guys even take their jobs seriously is my next big question. Every time I call your customer care, there is a new lady or gentleman, who will ask me my whole story again and then end the call by saying “will give you a call back in 10 minutes sir” which never happened. On 14th September, the lady at the other end tells me “sir we have got a service report saying that you damaged the car”!! Great!! So this is what happens when you trust a company like Zoom! You give me a car that was not mechanically sound in the first place, ruin my holiday enjoyment, block my money and then in the end, blame me. When I didn't agree, I was told by that person they will resolve this issue by talking to some other higher officials. So finally I got another call from a lady saying that they got the service report and it says the “Customer has damaged the car” hence “No Refund”! According to him, the service report suggests I drove the car in half clutch which resulted in the clutch burning up. If I did drive like this, how can a clutch go away within 60kms of driving? She said nothing can be done and this case is closed and I am supposed to PAY OUTSTANDING AMOUNT OF RS.8500 ON THE SAME DAY OR ELSE THEY WILL LEGALLY FILE A CASE. Wow; how brilliant they are!! Another customer with similar complaint: https://www.facebook.com/zoomcar.in/posts/[protected] Questions now are: Are they going to refund my money of Rs.1500 which they got as security deposit? Are they going to refund my money of Rs.4300 which was given to cab? Why should pay an amount for damage without any proof? List of similar complaints: https://www.consumercomplaints.in/zoom-car-b111572 https://www.complaintboard.in/complaints-reviews/zoomcar-l563342.html https://we.nextbigwhat.com/t/whats-wrong-with-zoomcar/2342 My experience: • No compliance to service commitments • Poorly maintained vehicles • Unresponsive customer care & poorly managed roadside assistance • Disconnected systems, information asymmetry among teams, disrespectful behaviour of employees & lack of accountability among senior employees • Unethical practices of keeping customer’s money • Charging customers for wrong/unproven/illegitimate reasons Was this information helpful? | |||
Sep 28, 2017 Complaint marked as Resolved They have accepted their fault and refunded my amount back. Zoomcar customer support has been notified about the posted complaint. Verified Support Sep 17, 2017 Zoomcar Customer Care's response Hello Sivaraman, Greetings! Please accept our sincere apologies for the inconvenience caused during your reservation. In regard to the car condition, we do follow a strict protocol in ensuring that the vehicles are well maintained. Reviewing your comments regarding the vehicle condition. Please rest assured, we have escalated the issue to our concerned team to take corrective measures and ensure these issues are minimized in the future. Appreciate your understanding and cooperation in this regard. We are working on the issue stated and revert you as soon as we hear from our team Hoping for your understanding in this regard. Regards, Kiran.S | |||
 3 Comments | |||
Comments
I have made a booking JPS6TDBHF on 19/08/2017 and end the trip on 22/08/2017. I have npt received my refund till now. They give feedback via system generated email. I want satisfactory reply when will i get my refund.
Reply
Approx 9.45p.m. I reached the centre to pickup the car .I filed the check list and then started driving ...in salt lake there was parking in basement. The car was on the 2nd basement. I started very well but suddenly when i was going upwards, in the middle of the slope a car came from another side, so I had to stop my car..but after that due to this is my 2nd time driving after i got the license, there was some problem I faced but anyway that was my fault.
Then one of your zoom car representative came and told me that if i am having an issue. I told him that it was my 2nd time in that type of slope but I will manage..and then he told me to come out from the car putting the hand brake on and he was going to tell someone called "GOPAL" to manage the car out from the slope.
I said ok, it will be helpful for me because I have a rush for another client meeting..then I pulled the hand break and stepped out from the car and after some conversation he(Gopal) said to sit on other side and told he will show me how to drive in this kind of slope.
I said ok to that . But when I was moving to another side your representative trying to sit in the car by adjusting the seat and then suddenly the car started going back and hit the wall.
So tell me why should I pay for that which was not done by me..I don't have proof of this case but you can try checking the cctv footage that was there in every turning, if that helps. For the seek of humanity I was trying to stop the the car, not taking any video or photo to show that whose fault is this..and
there was another multiple scratches right side of the car which was done by me and I accepted it, which cost was approx Rs. 1000 according to your representative.
After hitting the wall i said your representative (Gopal) that it was not my fault, i was out of the car. Then he said to take the car and not to worry, and said that we'll discuss this after my trip ends. But in the end of my trip when i got back to there, the person(Gopal) was not there and there was another person charged me with Rs.6000. I told him also these facts.But he said i have to deposit a advance of Rs.2000 and talk to the customer support. I called customer support but that didn't come out of any help and I already paid Rs.2000 from where i should get back Rs.1000. Other Rs.1000 for the scratches.
If I wanted to ignore my fault I didn't even accept the above mentioned scratches.
But which was not done by me why should I pay for that?
I love your service and want to be a regular customer. Because I need car always for court or meeting purposes.
Now either you have to take a step about this situation and refund me back Rs.1000 after cut my charges which was made by me or I will going to close my account and take a step about Zoomcar.
Then one of your zoom car representative came and told me that if i am having an issue. I told him that it was my 2nd time in that type of slope but I will manage..and then he told me to come out from the car putting the hand brake on and he was going to tell someone called "GOPAL" to manage the car out from the slope.
I said ok, it will be helpful for me because I have a rush for another client meeting..then I pulled the hand break and stepped out from the car and after some conversation he(Gopal) said to sit on other side and told he will show me how to drive in this kind of slope.
I said ok to that . But when I was moving to another side your representative trying to sit in the car by adjusting the seat and then suddenly the car started going back and hit the wall.
So tell me why should I pay for that which was not done by me..I don't have proof of this case but you can try checking the cctv footage that was there in every turning, if that helps. For the seek of humanity I was trying to stop the the car, not taking any video or photo to show that whose fault is this..and
there was another multiple scratches right side of the car which was done by me and I accepted it, which cost was approx Rs. 1000 according to your representative.
After hitting the wall i said your representative (Gopal) that it was not my fault, i was out of the car. Then he said to take the car and not to worry, and said that we'll discuss this after my trip ends. But in the end of my trip when i got back to there, the person(Gopal) was not there and there was another person charged me with Rs.6000. I told him also these facts.But he said i have to deposit a advance of Rs.2000 and talk to the customer support. I called customer support but that didn't come out of any help and I already paid Rs.2000 from where i should get back Rs.1000. Other Rs.1000 for the scratches.
If I wanted to ignore my fault I didn't even accept the above mentioned scratches.
But which was not done by me why should I pay for that?
I love your service and want to be a regular customer. Because I need car always for court or meeting purposes.
Now either you have to take a step about this situation and refund me back Rs.1000 after cut my charges which was made by me or I will going to close my account and take a step about Zoomcar.
Zoomcar Customer Care's response, Jun 30, 2018
Verified Support
Hello User,
Greetings!
Please accept our apologies for the trouble caused. Kindly share the booking ID, we shall have a check on the escalation raised and we shall revert with an update.
Regards,
Ramya..S
Greetings!
Please accept our apologies for the trouble caused. Kindly share the booking ID, we shall have a check on the escalation raised and we shall revert with an update.
Regards,
Ramya..S
Booking I'd -JPS64CD3S
Car - Ford eco sports
Approx 9.45p.m. I reached the centre to pickup the car .I filed the check list and then started driving ...in salt lake there was parking in basement. The car was on the 2nd basement. I started very well but suddenly when i was going upwards, in the middle of the slope a car came from another side, so I had to stop my car..but after that due to this is my 2nd time driving after i got the license, there was some problem I faced but anyway that was my fault.
Then one of your zoom car representative came and told me that if i am having an issue. I told him that it was my 2nd time in that type of slope but I will manage..and then he told me to come out from the car putting the hand brake on and he was going to tell someone called "GOPAL" to manage the car out from the slope.
I said ok, it will be helpful for me because I have a rush for another client meeting..then I pulled the hand break and stepped out from the car and after some conversation he(Gopal) said to sit on other side and told he will show me how to drive in this kind of slope.
I said ok to that . But when I was moving to another side your representative trying to sit in the car by adjusting the seat and then suddenly the car started going back and hit the wall.
So tell me why should I pay for that which was not done by me..I don't have proof of this case but you can try checking the cctv footage that was there in every turning, if that helps. For the seek of humanity I was trying to stop the the car, not taking any video or photo to show that whose fault is this..and
there was another multiple scratches right side of the car which was done by me and I accepted it, which cost was approx Rs. 1000 according to your representative.
After hitting the wall i said your representative (Gopal) that it was not my fault, i was out of the car. Then he said to take the car and not to worry, and said that we'll discuss this after my trip ends. But in the end of my trip when i got back to there, the person(Gopal) was not there and there was another person charged me with Rs.6000. I told him also these facts.But he said i have to deposit a advance of Rs.2000 and talk to the customer support. I called customer support but that didn't come out of any help and I already paid Rs.2000 from where i should get back Rs.1000. Other Rs.1000 for the scratches.
If I wanted to ignore my fault I didn't even accept the above mentioned scratches.
But which was not done by me why should I pay for that?
I love your service and want to be a regular customer. Because I need car always for court or meeting purposes.
Now either you have to take a step about this situation and refund me back Rs.1000 after cut my charges which was made by me or I will going to close my account and take a step about Zoomcar.
Car - Ford eco sports
Approx 9.45p.m. I reached the centre to pickup the car .I filed the check list and then started driving ...in salt lake there was parking in basement. The car was on the 2nd basement. I started very well but suddenly when i was going upwards, in the middle of the slope a car came from another side, so I had to stop my car..but after that due to this is my 2nd time driving after i got the license, there was some problem I faced but anyway that was my fault.
Then one of your zoom car representative came and told me that if i am having an issue. I told him that it was my 2nd time in that type of slope but I will manage..and then he told me to come out from the car putting the hand brake on and he was going to tell someone called "GOPAL" to manage the car out from the slope.
I said ok, it will be helpful for me because I have a rush for another client meeting..then I pulled the hand break and stepped out from the car and after some conversation he(Gopal) said to sit on other side and told he will show me how to drive in this kind of slope.
I said ok to that . But when I was moving to another side your representative trying to sit in the car by adjusting the seat and then suddenly the car started going back and hit the wall.
So tell me why should I pay for that which was not done by me..I don't have proof of this case but you can try checking the cctv footage that was there in every turning, if that helps. For the seek of humanity I was trying to stop the the car, not taking any video or photo to show that whose fault is this..and
there was another multiple scratches right side of the car which was done by me and I accepted it, which cost was approx Rs. 1000 according to your representative.
After hitting the wall i said your representative (Gopal) that it was not my fault, i was out of the car. Then he said to take the car and not to worry, and said that we'll discuss this after my trip ends. But in the end of my trip when i got back to there, the person(Gopal) was not there and there was another person charged me with Rs.6000. I told him also these facts.But he said i have to deposit a advance of Rs.2000 and talk to the customer support. I called customer support but that didn't come out of any help and I already paid Rs.2000 from where i should get back Rs.1000. Other Rs.1000 for the scratches.
If I wanted to ignore my fault I didn't even accept the above mentioned scratches.
But which was not done by me why should I pay for that?
I love your service and want to be a regular customer. Because I need car always for court or meeting purposes.
Now either you have to take a step about this situation and refund me back Rs.1000 after cut my charges which was made by me or I will going to close my account and take a step about Zoomcar.
Zoomcar Customer Care's response, Jun 30, 2018
Verified Support
Hello User,
Greetings!
We are sorry for the trouble caused. We believe that one of our representatives shared an update on the above escalation raised. The damage charge levied on the booking is valid.
We shall surely recheck on the escalation raised and we shall take necessary measures and ensure such issues are minimized in future. Hoping for your kind understanding in this regard.
Regards,
Ramya. S
Greetings!
We are sorry for the trouble caused. We believe that one of our representatives shared an update on the above escalation raised. The damage charge levied on the booking is valid.
We shall surely recheck on the escalation raised and we shall take necessary measures and ensure such issues are minimized in future. Hoping for your kind understanding in this regard.
Regards,
Ramya. S
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