I booked a self drive car from goibibo app of Kwid car for 1st dec. 2022 @ 12.00pm from pay and park, behind bhanu sagar theatre, Nr. Kalyan railway station, Kalyan (w.) i reached the above address on 1st dec. 2022 on 11.50 & searched for the car but the car which i booked (Kwid) was not available at the location. I called to ur customer care team for the same & they transferred my to zoom customer care and they told me “Sorry, but your booked car is not available now we’ll arrange u some other car but from another pickup location. I was helpless cause i had my reservations at hotel so i agreed for that and then they booked Aura for me and the pickup location was in some society in raunak city, Khadakpada, Kalyan (w.) i got the message and location link regarding the same so i went on that location. After reaching there i searched for the car and found it but when i opened the goibibo app to unlock the car there was no update of the car it was still showing the booking for kwid i again called the customer care and again they transferred my call to zoom team i told them the issue and they said “Sorry we are not able to book your car because of some technical glitch” o argued with them over the phone as i was already getting late. Then they said “we can’t book a car for u so we can cancel your booking and give you full refund.” I was shocked hearing that cause I booked the car almost a 20-25 days prior. I said “i don’t want any refunds, i booked a car so i want it.” After arguing for some time they said “we can book a baleno for you but the pickup location is different.” Again I agreed for that cause I needed the car. So again the booked a baleno for me and sent me car details & location. I wanted to be sure about that so I asked them to wait & opened the goibibo app and checked the booking but there still wasn’t any update in the app i told them the same so they said “it’s the app issue that you can’t see ur updated booking please uninstall the app & reinstall it and check. Your booking is confirmed from our end.” I again asked them to wait till i do the process & i uninstalled the app & started installing agin but that lady (zoom customer care executive) was so impatient she was saying “it’ll take time sir you can disconnect the call.” I said i want to be sure this time so wait till i complete the process. That lady requested me 2-3 times to disconnect the call while i was processing but I didn’t; and when i signed up in goibibo app again after reinstalling it and checked for the booking the result was same. There wasn’t any update in my booking. I told her the same she said, “ sir you please go to the location and call goibibo they’ll help u with it.” Disappointedly i said okay and again travelled to the new location which I received. I reached there & found the vehicle and again checked the app hoping for updates but again disappointed i again uninstalled the app and reinstalled it and checked again and thankfully the car’s number was updated but the car name, pickup location was same which i booked the first (Kwid). Then i proceed to unlock the car and filled the checklist. The car unlocked but there wasn’t any key in the car again disappointed and now i was frustrated i again called the customer support the transferred my call to zoom i told them there is no key inside the car i asked for the owners number but they refused to give me saying it’s against our policy. Then the put me on hold & took the owner on conference call. Owner said “I will bring the keys to you.” I agreed. And disconnect the call & waited for the owner. Owner came after 10-15 mins and gave me the key. I complained him about the vehicle is not cleaned from inside. It was dusty(inside) cigarette ash all over the vehicle, peanuts in doors bottle stand, overall it was messy. Then he cleaned the floor mats & removed the peanuts and said “u guys only use the vehicle I don’t even use it. Adjust for this time. “ i was shocked with his answer but didn’t said anything as i was already late. I said “at-least give me a cloth to clean the dust from dashboard.” He gave me the cloth i cleaned the dust and started the vehicle and the first thing i see is the fuel indicator light was on and the meter showing empty sign. I asked the owner about the fuel as I selected with fuel option. He said “we never fill the tank as every one brings back the vehicle with empty tank. I don’t know what option u selected call the customer support for that.” he added “go to the fuel station first and then proceed on your route.”i said okay and started my trip at 2.00 pm 2 hours late than my booking time. Adding more half hour at fuel station and returning to my home to pick my family. So practically i started my actual trip at 2.45 pm my hotel check in time was 2pm. And I checked in at 4.15 pm.
And that wasn’t all…
When I returned from my trip i reached to the dropping point @10.40pm parked the vehicle and started filling the checklist but while uploading the toll receipt there was an option to select the state and there was only two states showing Andhra pradesh and Kerala 😓 which again forced me to call the customer support and again i called and told the issue again they said please be on line we’ll connect your call to zoom i waited for almost 5-10 mins on hold but goibibo executive said “Sorry, we can’t connect your call to zoom please disconnect the call so i can drop them an email and they’ll contact you” so i asked him what should i do till then and it was already 11.30pm he said “please wait in the vehicle till u receive the call” (i was already so tired and just wanted to go home and sleep) i said sir it’s just a small concern u take my complaint and later update it to the zoom team. He said, “we can’t do that. Only zoom team will help u with this please wait for their call.” I got angry and said try connecting them again then again he put me on hold for some time but couldn’t connect with them. I again requested him to take my complaint and let me finish the process with selecting any one state from the list. But again he refused. Then I asked him to connect me with his supervisor again he put me on hold and after some time said “sorry, the supervisor is busy on another call I can’t connect you with him now” and again insisted to disconnect the call i was so frustrated that time and said “ jo karna he jaldi karo” and disconnected the call. After disconnecting the call I waited for 15-20 mins in car (for such a small concern) but didn’t received any call from zoom so i selected andhra pradesh and proceed to lock the vehicle. I locked the vehicle and left. (Reached home @ midnight 12.10am)
So i demand the full refund of my booking plus the expenses of fuel and toll for all the inconvenience caused by goibibo and zoom. Otherwise I’ll take the legal action against both the companies and both the companies will be responsible for it.
Was this information helpful? | 
Post your Comment