[Resolved] Zoomcar — Refund for delay in service

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Address:	Gautam Buddh Nagar, Uttar Pradesh, 201301
Website:	www.zoomcar.com

Booking Id: JPS6VEIP6
Booking date : Nov 12, 2016

I booked a zoomcar(A self driving car provider) car for my trip to jaipur from delhi.
1. They didn't provided the car from the location promised & changed the location from east kailash, delhi to mahipalpur, delhi.
2. On reaching the changed located zoomcar people told me that the newly allocated car is in damaged location.
3. After calling customer service again & again(almost 20 times that morning) i got an another car after waiting 3 hours.
4. According to zoomcar policies if the customer makes a delay in returning the car the late return charges are as below. a) first 2 hours 500/hour. b) next 2 hours 750/hour.
5. According to this policy i should be refunded rs 1750 & the cost incurred to us for commuting b/w east kailash to mahipalpur(both sides).

zoomcar is not ready to refund the mentioned amount to us even after causing so much inconvenience to us. I have all the recordings of communication happened b/w us & zoomcar.
Please look into the issue.

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Dec 19, 2016

Complaint marked as Resolved

Zoomcar customer support has been notified about the posted complaint.

Verified Support

Nov 17, 2016

Zoomcar Customer Care's response Hello Rajesh,

Greetings!

Please accept our sincere apologies for the inconvenience caused. We did review your complaint and it is regretting that we were unable to serve your booking well.

It is disappointing to receive such feedback from our customers, as we strive to provide a great zooming experience to our customer.

We do understand the need of having backup vehicles to serve customers in such instances. Our team has been rigorously working on adding more backup cars.

It is very frustrating when you are asked to pick up the vehicle from a different location. We understand the amount of time that it would consume.

We will be unable to undo the events that have caused you distress, but, please rest assured, our team is working on combating such issues and we will be implementing corrective actions to rectify the issue.

As informed by our executive, we will refund you your one-way cab bill and also unused hour refund. We have added driving credits as a token of apology. Unfortunately, we will be unable to offer the compensation stated by you. However, we request you to kindly oblige and accept the compensation offered.

Hoping for your kind understanding in this regard.

Regards,
Zoomcar