We faced hell booking a car with zoom. Things that went wrong were
1. Booked car was not delivered
2. Terrible support just before booking
3. No accountability for their mistakes
4. Car was in horrible condition
5. No support during breakdown
6. Blatant disregard for customer's money, time and safety
we have booked an automatic transmission celerio car for 12 days for 24000 INR. The day of travel they sent a message saying the car is not available and gave a manual transmission Redi Go. We called to check about this. An agent by name Renuka has answered the call and when we were enquiring, she disconnected the call. This happened twice. I kept on trying and finally some other person picked. I checked with the situation and confirmed that the booking is still valid and have airport pick and airport drop. The replaced car is not AT so this redi go should not cost as much as an AT but still they kept avoiding the question. They asked for documentation to verify. The app only allows images and my docs were in pdf format. Since I was on my way to airport, I requested her to take screenshots of my docs and upload them for me. She agreed to do that and offered an email to send the docs [protected]@zoomcar.com. After I send the documents, I received a mail saying it should be done by me. They blatantly disregarded their offered help. Dispite time pressure I did all they asked for and left Hyderabad to Bangalore. After I reached Bangalore I looked all around and there was no car. When I called the number given in instructions, he said that he was informed the booking was canceled. I was on call with them for over an hour on and off then they connected to the owner, who was not even informed about our airport pickup. The only option they were ready for was to cancel the booking. But my trip needed a car. Hence I offered to pick the car at Whitefield but said I will return it in the airport. They insisted that I should drop it where I picked despite my booking clearly was airport pick and drop. I was persistent on dropping at airport and after 20 minutes discussion she agreed but refused send me a confirmation on the same. She was constantly saying she has written it in the system but she cannot send a confirmation to me. I was already in this bloody discussion for 1.5 hours sitting outside airport, so I finally took her word for it. On my cost I went to Whitefield from airport and picked the car. The car was in disastrous condition. Rusted outside and very filthy inside. Pictures were sent in app. The car wobbles the moment we reach 40kmph speed. Still we carefully took it to hotel and got it cleaned at our expense. We hardly drove 50kms in 5 days as our work place and hotel were 4 kms away. On friday when we started towards Whitefield to visit a friend's house, the car front driver side tire has burst. Fortunately we survived without much damage. When checked for Stepney, that was completely worn out and punctured. We called service centre and chose accident and breakdown option 2. The waiting time was 27 minutes. After the call was picked all he did was to suggest we get the punture fixed and send them the bill. The mechanic we found with difficulty said this tire is not safe to drive with. We mentioned the same to the agent on call and his response was that a ticket is raised and someone will call after 30 minutes. He suggested we wait untill someone calls which will take over 30 mins. We clearly said that was not an option as we had other place to be. We requested for a car replacement as the current car was not safe to drive in. Or atleast someone should get this car properly fixed and give it to us. He kept repeating that a ticket is raised and someone will call. Exhausted, we agreed for waiting 30 minutes. Our friend offered his car and also took car of the zoom car while we had to leave immediately. NO ONE HAS CALLED AT ALL. There was a missed call at 00:18. When we called again in the morning at around 7:30. They said we haven't picked the call. Despite the idiotic response, we asked if there is any progress, all she said was she is raising another ticket and again said SOMEONE WILL CALL IN 30 MINUTES. But no one called till 16:30. We tried to connect again and had to wait for 37 minutes to get connected. Now they have just disconnected after we explained the problem all over for 4th time. It seems more like a punishment to have the car than convenience. I would like to officially raise a complaint on zoom car for blatant disregard for customers time and safety.
ZoomIn India customer support has been notified about the posted complaint.
