Zoomcar — illegal rental of privately registered vehicles & mental harassment

Details of the Grievance:

I, along with my friends, booked a self-drive rental car from Zoomcar in Mumbai for a day. Upon collecting the vehicle, we observed that it had a white number plate, indicating private registration. To our knowledge, self-drive rental vehicles should have black number plates with yellow lettering, as required for commercial rentals under the Motor Vehicles Act, 1988. However, we trusted Zoomcar’s service and proceeded with our plans.

Late at night, while returning, we were stopped by police at a checkpoint. After verifying our documents, the officer asked if the vehicle was privately owned or rented. Upon informing him that it was a Zoomcar rental, we were told that the vehicle’s private registration made it illegal for commercial rental purposes. The officer mentioned that a fine of ₹20, 000 would be imposed—₹10, 000 on the car’s owner and ₹10, 000 on the driver (me).

Key Issues & Legal Violations by Zoomcar:
Illegal Rental of Private Vehicles: Zoomcar rented us a vehicle with a white number plate, which is meant for private use, not commercial self-drive rentals. Renting such vehicles for commercial purposes violates the Motor Vehicles Act and puts unsuspecting customers at legal risk.

Lack of Support & Negligence: When we tried reaching Zoomcar’s customer support, there was no direct contact number available in the app. We eventually contacted the vehicle owner through the app, and to our shock, he advised us to “settle” with the police and refused to take responsibility. This highlights Zoomcar’s lack of accountability and its failure to ensure compliance with legal regulations.

Mental Harassment & Safety Concerns: The police interrogation lasted over an hour, causing extreme stress, fear, and uncertainty. Being stranded at midnight in an unfamiliar area due to Zoomcar’s negligence compromised our safety. Despite paying a significant amount for the rental, we were forced into a harrowing legal ordeal due to Zoomcar’s mismanagement.

Ongoing Illegality at the Drop-Off Location: When we returned the vehicle, we observed that all cars at the Zoomcar drop-off location had white number plates and were being rented under the Zoomcar Host program. This suggests that Zoomcar is systematically renting out privately registered vehicles in violation of transport laws.

Relief Sought:
1) Full Refund of the Rental Amount due to the distress and legal trouble caused by Zoomcar’s negligence.
2) Compensation for Mental Harassment & Time Wasted dealing with the police and trying to resolve the issue.
3) A Formal Explanation from Zoomcar’s Legal Team regarding the rental of privately registered vehicles, along with steps they will take to prevent this from happening to other customers.
4) Strict Action Against Zoomcar for Violating the Law, including penalties for renting out illegally registered vehicles and exposing customers to legal risks.

I urge the Consumer Court to take immediate action against Zoomcar to protect other unsuspecting consumers from falling into a similar ordeal.

Supporting References:
1) Motor Vehicles Act, 1988: Only vehicles with commercial (black plate with yellow lettering) registrations are authorized for self-drive rental services. Renting out private (white plate) vehicles is illegal.
2) Public Transport Department Warnings: The transport department has issued multiple warnings against renting private vehicles for commercial use.

Consumer Complaints & Forums: Many online discussions (Reddit, consumer forums) highlight similar issues with Zoomcar renting illegal private vehicles, proving that this is a widespread and ongoing problem.

Request for Urgent Resolution:
Since Zoomcar has failed to address my complaint despite multiple follow-ups, I request the Consumer Court’s intervention to ensure that Zoomcar stops this illegal practice, refunds my amount, compensates me for the distress caused, and takes accountability for its actions.

I look forward to a prompt resolution from the Consumer Court.

This formal complaint is submitted in the interest of consumer rights and to prevent other users from facing similar legal and mental harassment due to Zoomcar’s illegal rental practices.