Respected Sir/Madam,
This email is in regards to the Booking ID JPS696JQO and the problems that I faced from the beginning of this journey till the end. I have been using Zoomcar for several years now and value the quality service that is provided by yourselves. Hence, I'm taking the time to highlight some key discrepancies that, if rectified, can help improve service delivery.
1 LOCATION OF VEHICLE AND ADDRESS MENTIONED ON APP.
The pickup locations for my vehicle were mentioned as follows :
*Sona Kiran A Co-op Hsg Ltd New Link Cross Rd, Kandarpada, Dahisar West, Mumbai, Maharashtra 400068, DAHISER EAST, 7780971, Sona Kiran A Co-op Hsg Ltd New Link Cross Rd, Kandarpada, Dahisar West, Mumbai, Maharashtra 400068, KANDERPADA
*Shanti Ghan Maternity & Nursing Home Blossom Apartment, opp. Lopez residency, Dahisar West, Mumbai, Maharashtra 400068 Head northeast toward Santoshi Mata Rd 47 m Sona Kiran B Co-op Hsg Ltd New Link Cross Rd, Kandarpada, Dahisar West, Mumbai, Maharashtra 400068
*Aquaria Grande, Basement parking, Devidas Road, LIC Colony, Borivali West Mumbai, Maharashtra - 400013.
Above are the three different addresses that were visible to me on my app, emails and Whatsapp notifications and Google Maps. After using Zoomcar over the years, I have always been able to locate the vehicle without any issues and the vehicle was always available on the mentioned location, with or without an attendant.
The first two addresses were close to each other, but did not have the vehicle present on or around their premises. If you also have noticed, the third address is in a different postal code altogether and extremely far from the above two addresses. I travelled to all the three addresses but did not find the vehicle.
2POOR CUSTOMER SERVICE
After this I called customer service through your app and after a substantial wait time, when I got through a CSE, he kept telling me that the vehicle is present at the above two addresses and that he shall send me the coordinates to locate the vehicle more closely. He was extremely rude and abrupt in dispensing his service and intended to tell me that the car is at the location mentioned in the addresses and the address given in the app is just a landmark not the exact location which is false. The call was made on 6th March 2022 at 02:53 PM with an advisor named 'Mr.Sayed Wasim Mubarak.' from my registered mobile number [protected]. I suggest you monitor this call to explain to the advisor how to tend to customers over calls and to assist them by not providing false information.
Also he mentioned that he will be sending me coordinates for the location and that I need to follow the updated coordinates to reach my vehicle. This location again was away from the mentioned addresses. I have attached photographs of exactly how far the locations are to prove my point.
This has resulted in me being late for my meeting by more than 2 hours. In addition to that I made use of auto rickshaws to travel to these 3 locations which cost me INR 190 till I finally reached my vehicle. Loss of money and time is just not acceptable. Poor customer service from the CSE aggravated this issue even more.
3UNAVAILABILITY OF FASTAG ON VEHICLE
In the state of Maharashtra, all vehicles are required to have a FASTAG in order to provide a seamless experience over highways. This vehicle however did not come with a fastag. I did not check the same as I was delayed for my meeting substantially. This came to my notice when I was charged double tariffs at toll booths for not having a FASTAG. I passed through 2 toll booths while going and another 2 while returning, making a total of 4 times where I paid toll charges in double.
The charges for the toll booths were INR 40 and INR 75 but I had to pay double ie; INR 80 and INR 150 for a one way journey.
That equals to INR 115 in penalties one way. Totalling to INR 230 for both ways.
When I tried uploading the receipt on the app it did not provide an option for toll charges and hence they were not uploaded. You can verify from the location of the vehicle that I have passed through two toll booths, namely the Mumbai exit Dahisar toll naka and the Khaniwade Toll Plaza, both on NH48.
4EXTENSION OF BOOKING HOURS
The added delay due to this ordeal had cost me valuable time and money both. As a result of the delay, I had to extend my booking by another 2 hours to make it back to the drop location. This incurred an additional cost of INR 367. This according to me was not needed in the first place if the location mentioned on the app was proper.
5REIMBURSEMENT
Since these issues that have been mentioned above have not arisen due to an error on my behalf, I would like you to reimburse me with the losses that I have incurred as a result of this.
The details of the charges incurred are as follows :
INR 190 for travelling (only from one address to another, not for reaching location)
INR 230 for penalties since the vehicle did not have a FASTAG.
INR 367 for extension of booking for 2 hours, which was not required by myself.
This totals to an amount of INR 787 which I would like to be reimbursed for at the earliest. Preferably in my bank account and not in the form of credits.
I hope you look into the matter with promptness and take necessary actions to dissolve this situation. Looking forward to your speedy response.
Thanks and regards
Akash Ravindra Naik
Email: [protected]@gmail.com
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