Zoomcar — Zoomcar refused to pay for repair and damages even after they promised they will

Booking ID: ID: JPSN7K5TC

Damage Protection Package

We have already bought a Peace of mind Damage Protection Package worth Rs. 2037.

Issue Description:

We met with an accident yesterday(2nd May) around 3:30 PM. We reported it right away and waited at the location for 3 hours (6:30 PM) in the middle of the road in the scorching heat but did not receive any support.

Accident Spot: https://goo.gl/maps/ZWgxDUAJ9dS1sQ1PA

We waited for more than 24 hours for support from zoomcar but none was provided so we took the car,

Got it repaired and the continued on our teip after wasting 2 days.

What is the point of buying the insurance if we don't get timely support?

According to the description in insurance…I am liable maximum upto 249 rupees in case of damage and so i would like you to cover all the cost that we bear.

Issues wrt to the incident

During the accident the safety features did not kick in, airbags did not open. We are not sure what level of quality checking zoomcar has in place, they are putting their customers at risk.

It could have caused serious damage to the customer.

The car was continuously alerting that it needed servicing everytime we started it.We informed this to the owner prior to the trip but we were told by the owner that it is in perfect condition and does not need servicing, it is some kind of software issue. But we are not sure if that was the case which now quite evident seems the reason why airbags didn't open.

We didn't get any help from zoomcar during the trip even after reaching out like 100 times...we had to act in a responsible way and take a call to get it repaired ...continue with trip and then safely deliver it back to owner.

The owner was constantly aware off all the decisions we took

Neither any arrangements for car replacement for the rest of the trip or refund for rest of the days or any sort of follow up was initiated from the zoom car team leaving us in constant dilemma as to how to proceed in the middle of our vacation which was highly disappointing

Issues during the booking

We had booked an amaze, It was downgraded to Xcent, 4 days before the pickup date which we were unsatisfied about.

We requested a better vehicle and it was changed to Thar as per the numerous calls I had with the zoom car support for the next three days only to be informed less than 24 hours prior that it was not the case and we still are stuck with Xcent.

This was not communicated to us until we contacted the zoom car support.

This booking was supposed to be from Gurgaon.

We again had to look through the available options for less than 24 hours of trip and had to settle with Ecosport automatic which needed to be picked from Delhi since nothing was available in Gurgaon by the time we got to know about the situation.

The vehicle was in terrible condition on reception.It was not cleaned from the last booking.It had all the garbage from the last booking on it, and the exterior was pathetically dirty and we were told that this is how it's gonna be.

The fast tag on the vehicle was not working and when contacted the owner he had no clue that the fast tag was deactivated.

We had to pay double the tolls with cash since we didn't have a fast tag for the next 3 days which cost us more than what it should(3-4k) and we would like to seek a refund for that as it was a neglect from zoomcar and the owner's side.

It was only yesterday that we bought a new fast tag for the owner..got it registered and put it on the vehicle as a favour to the owner which cost us Rs 500. We would like you to take care of this.

Also the recharge of fastag was done by us...which we need zoomcar to take care of.

Damage claims

Car repair cost: Rs.19590

Fast Tag cost : Rs 500

Fast Tag recharge cost : Rs 1000

Tolls paid from cash because of no fastag initially : Rs 2000

Total bill : Rs 21090

PS: we have attached the bills for car repair and fast tag recharge...
The fast tag was bought from roadside...so we couldnt get bill of that but you can confirm from owner that it was bought by us and payment made by us.
We were not able to save the bills for tolls because of mishappening and accident but we would like to be fairly compensated.

I hope this has all the details you need for compensating our damages...
If not please ask...we would like you take care of this as soon as possible.

They refused to reimburse us even after having insurance and adding all bills.