Zoomcar — Terrible customer experience JPS69PTZO

Hi Team,

I am reaching out regarding my booking of creta with the booking Id : JPS69PTZO. I received the car yesterday 12th December 2021 at Coimbatore airport and as soon as received the car I was totally disappointed about the vehicle. The vehicle was in a very bad state, not properly cleaned, stains everywhere and it was also a driving hazard since the horn was not working and the steering was not aligned to wheel. If the steering is set to center then the vehicle will go to the left. It was at a very bad condition. I called ground team as well the customer care, the customer care folks told me that they will arrange a callback. The ground team told they will replace the vehicle by 5 in the evening. I was patiently waiting for them to replace and did not leave my hotel as I was afraid to drive that vehicle. By around 6 o clock I did not hear back from anyone and I tried calling again the ground team, they replied rudely that since I called customer care they won’t help anymore and I should contact customer care team and only disconnected the call. I tried multiple times to ground team lead who never picked the call and even once attended the call and kept it without talking. I called customer care again who said they have arranged a callback and someone will call me back in 10 minutes which never happened, I tried multiple times and the same result every time no callback from anyone by around 7 to 7.30 as per an advise from one of your customer care person (Micheal, who was really helpful) I drove to royal theatre zoom car parking lot and dropped the car with your zoom representative, Micheal informed me that they will check the car and cancel the booking and refund the amount.

I left the parking lot and have not heard back from zoom till now. I wanted to make sure that this is reflecting in the system, I checked the app and it is still showing as upcoming booking even though I have already surrendered the car. I want answers for the following question :

1. I want to know what action is going to be taken against the ground team lead Ram (i belive) who was rude and said, since you contacted complaints team I won’t help you?

2. When will I receive acknowledgment that I have surrendered the vehicle ?

3. When will my refund be initiated ?

Please not I have videos and pictures of the car and also took picture with geo tag when I left the car at your parking lot.

I am terribly disappointed with how zoom car handled the whole situation and how bad your ground team service is as well as your customer contact. Until now except for Micheal no one provided any input or offered any help that will bring this to resolution. I am appled by the fact that I have to go through this and waste one full day with you on my vacation. I hope someone from your team who can actually help will reply back!

With lot of disappointments
Goutham