Zoomcar — Overcharges of 188rs/km and 10 rs/minute amounting 1450/- for no service offered

PrashG

from Bengaluru, Karnataka

Address:	Bangalore, Karnataka, 560038
Website:	www.zoomcar.com

This is my first experience with zoom and is has horribly gone bad and worst customer care service i have experienced. On 10th april, at thane i booked for 11am pickup to 12pm drop, 60kms paying 1000rs. But as i soon i picked up at 11:45 am and before reaching home, i got message that my drop off is booked at 12 noon. I was shocked and called customer care and asked to change it as i wanted till night. Zoom pathetic customer care kept repeating they can't do anything as it is my mistake and said late fee charges will be applied for every from now onwards. Finally, i went to return covering just 13kms and zoom is asking me to pay 1450 extra because of 3hrs late. That means just for 3.5 hrs /13 kms, 2450rs charged.
I want to ask zoom a question, what service have you offered me to charge 2450/-. When there were cars available for 600rs /4hrs/40kms on the same day. Even for 10hrs, similar were available for less than 1200rs. You have right to charge only if you offer some service or lost business because of my mistake.
I do not think you would have lost business as you were still displaying many cars available at a fraction of the cost i paid. So anyway you couldn't have made more than 1000rs that i already had paid. Also, as i returned car covering just 13kms in 3 hrs because of fear of late fee, you made more money anyway because i just covered 13kms against 60kms for which i paid. You made money of 47 kms free. No one wants to book a car for just 15 minutes paying 1000. On top of this you want to charge a late fee of 550rs/hr just because i selected for one hr ride. Isn't it fair for a small growing company like yours to address this properly? Your customer care didn't want to inform this wrong booking and wanted to make more money from customer mistake. And it is the time you empower the customer care. Don't make them parrots. They knew clearly it is not fare here to loot customer like this, but kept repeating their inability as the rules don't allow. Which rules of the company says, you can make money from customer without offering any service? Isn't it similar to gambling?
So overall zoom not only spoiled my family trip in mumbai, now it is continuing to harass by asking more money without offering any service.

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Comments

Zoomcar Customer Care

from Mumbai, Maharashtra

Verified Support

Dear Prash,

We did review your case and we see you had booked the car for 1 hr however the vehicle was dropped 3 hr late.

We see our team got in touch addressing your issue and we had informed we would not be able to waive off entire charges however we can waive off 50% of the late fee charges.

Appreciate our understanding in this regards.

PrashG

from Bengaluru, Karnataka

Hello, Thanks for replying. As I said in my earlier complaint also, Zoomcar has made a lot more money that what they provided a service. I said 1 hr booking wasn't intentional. Who on earth would want to book for 60kms paying 1000Rs for just 1hr. I missed checking that the details and somehow it got booked for 1hr. Instead of Zoom people informing me and correcting, you kept quiet and sent me message within 15 minutes of pickup that my time is over. Even after my repeated request that I want to change to drop at night, you didn't permit as you were clear you can charge more from me. Now I had to return the car covering just under 15kms. So the car is returned full tank and I lost 1000 Rs for getting no service from you. And by asking another 1450 as late fees, I wonder what kind of service you have offered me to charge. And I have checked clearly on that day, the same car was available to book for 8 hrs/70Kms at less than 1000Rs and I am being charged for 3 hrs/13kms 2450Rs. All because I accidently booked for 1hr. Zoom customer representatives should have corrected me. So, sorry 50% waive off is not enough. You should just not charge any additional money as I didn't get any service from you.