[Resolved]  Zoomin India — unwanted penalties and irresponsible assistance from zoom car

Address:	Hyderabad, Andhra Pradesh, 500033
Website:	www.zoomcar.com

Date of pick up : 22nd mar'18
Date of return : 26th mar'18

This is regarding to the complaint ID : 777394.

We have booked zoom car – TS07 UF 3977(Booking ID : JPS21119) for almost 3 and half days.

While taking the vehicle from pick up zone, we found that the car is partially damaged and the tyres are also worn out badly.
We clearly mentioned those issues in the check list before taking the car. Also we have images of the car damages before we have taken the car from pickup location.

After we drove the vehicle for some time, one of the tyre(front right side tyre which was worn out already) got burst on highway. We changed it with the spare tyre.

During the same day, we found that the other front tyre also being worn out and stopped the car to avoid any additional damage to the tyre. We were stranded in a remote area during night time where there was no mechanic or any source of help. The only option which was left with us was to purchase a new tyre and proceed .We spoke with the Customer care team to get the approval to buy a new tyre and get it replaced with worn out tyre, and after lot of discussion they agreed to reimburse the amount(We also sent the images of the both tyres to one of the customer care executive upon his request).

We almost lost 3 hours because we are in a remote area and due to lack of immediate support from customer care team.

The next day when we took the car to mechanic, he found that the tyre is being worn out due to improper wheel alignment which we informed to the customer care team.
Since it was a remote area, there was no proper equipment to do the wheel alignment, we had to take the car to nearby town and get it serviced.

The mechanic found that there were many unseen damages related to the car wheel alignment. We informed to customer care team and they agreed to reimburse the amount borne by us for the service.

Due to all these incidents :

1. We were almost stranded in a remote area for a lot of time with no proper assistance from customer care.
2. We almost met with an accident due to improper vehicle provided where we have controlled with our experience driving.
3. We lost the entire plan for the trip and lost a day for getting the vehicle repaired.
4. Even after informing each and every detail to the customer care prior to the service and providing all necessary proofs of the damages, the customer care team took lot of time for appropriate action.
5. Every time a new customer care executive picks up our call and says they need 24-48 hours to look into our issue and get back to us related to our reimbursement.
6. Instead of providing better assistance from the Zoom car team we were charged additional amount of Rs. 10000/- for the damages(which were not made by us and already present before taking the car – which was also mentioned in the check list by us).
7. One of the Customer care executive also informed that Zoom car team has charged 10000 rupees for previous customer who has taken that vehicle.
a. This shows that Zoom car team has charging multiple customers for the same damages.
b. Instead of repairing the vehicle, Customers are being charged with no reasons.
c. This also shows that Zoom cars are providing cars which are in bad condition and which has no safety.
8. We have raised a backend investigation complaint regarding the inappropriate damage fee charged to us and the team is taking lot of time to resolve the issue even after providing all the necessary proofs from our side.
9. Without proper communication from the Zoom car service team, we were asked to pay additional amount and also a legal notice was sent to us.

Instead of providing quick service and providing compensation due to our loss of time for getting the vehicle repaired during our trip, we were charged unnecessarily.

Note: Being us a group of youngsters we had faced this problem and luckily we could overcome this. BUT Assume that, If the same car was taken by a family, with this least assistance from ZOOM Support team, and that too stranded in remote area where there was no light and any means of transport will definitely put their lives in jeopardy.

This is a critical issue which needs to be addressed quickly. At one instance, we felt like we have taken the car to do servicing which your service team has failed to do. We need the damage penalty to be waived off which was charged upon us improperly and also need compensation for the loss of our time, peace of mind, loss of trip plan, time taken for us to repair the car and to follow up daily with the customer care team.