I gave 1 star because 0 star is not feasible! Read it if you want to read an authentic review with emperical data.
Upon relocating recently to Hyderabad and without a car, I was hopeful that with OLA/Uber for short trips, and Zoomcar for the rest, I may be able to mAnasultange without a personal vehicle. I was wrong. OLA drivers are notorious for cancelling the trips within minutes of booking during peak hours and when they don’t want to do the trips! Uber drivers are more trustworthy.
But during peak hours, or when you have to reach airport/station/office/appointment at specific time, there is no guarantee that you will get a OLA/Uber when you need. Even if you do advance booking, Apps search for cabs only 15 min before your trip time.
On 9th April for my 25th anniversary I booked Zoomcar with home delivery, just to prevent last minute surprize. And Zoomcar did the unexpected.
A) SURPRIZE They started calling me in afternoon that car is not available, I will get it at 7 instead of 6pm, etc. They shouldn’t have taken booking if the delivery couldn’t be ensured by their process with certainty. Anyways I took alternative cab to reach the place for my anniversary dinner. It took me 1 hr to find an OLA share after dinner from there, and then double time to reach home.
B) CHEATING I realized I had been cheated because a few days before Zoomcar had sent an email, that if they fail to do home delivery on time they shall compensate. And they had just kept quiet in this case.
C) PROMISES MADE BUT NOT TO KEEP THEM So next day I tried calling them to get an email ID to write to them. I learnt that do not give any email ID. this suits cheats to prevent evidence as the voice conversations are difficult to record each time even if you could. So looked at their mAnasultangement team and sent an email to them by extrapolating their IDs. This worked, first they Cred824ited 500 to my a/c and then I got a call. This guy promised it won’t happen again, and wanted me to book again immediately. I told him that shall book when I need.
D) ABSENCE OF SUPPORT Next I booked for 10 hrs on 1st May 5am with a selection of a pickup point 2km from my apartment, and put it on Facebook on previous night as had been their advice. But no response. I tried calling on their number for 2 hours from same BSNL & JIO phones, not even once it got connected. Imagine if you meet with an accident or car has a breakdown, and then for hours their customer support is unreachable to you!
E) SHOCK I woke up at 4am and checked online before walking to the pickup point. To my shock I had been asked a few hours before the trip that I should go to another address where a person has given his car to Zoomcar. And guess what - This address was >9km from my apartment! I cancelled Zoomcar and took an Uber to reach Kacheguda station by 5:40AM as was required to pickup my daughter. They charged around Rs 650 despite failing to keep their own promise, and making it appear as my fault. Wonderful cheating, isn’t it?
I learnt the hardway that Zoomcar is worst service, they talk big on their website about hassle free experience, their facebook page is full of issues of cheating in name of cleaning/damage to car etc. Fortunately I did not loose money as both trips failed to materialize. I am done with Zoomcar experience, and don’t care about whether they refund money or not. I have sent email as below to them -
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From: Anupam Saurabh
Date: Tue, May 1, 2018 at 11:09 PM
Subject:
To: greg.moran@zoomcar.com, Sudhindra.xxxx@zoomcar.com, manish.xxxx@zoomcar.com
To
Greg Moran
Co-Founder & Chief Executive Officer
Sudhindra Reddy
Chief Operating Officer
Manish Kumar
General Counsel & VP Corporate Affairs
Gentlemen,
I gave up o Zoomcar about its lack of understanding of customer service, I am sending this final email to you. I shall NEVER EVER book or use Zoomcar.
Please note that today I learnt upon waking up at 4am today that for JPS62AYGJ instead of picking up car from Gachibowli(~2Km) at 5am, Zoomcar had asked me to go 9km to pick a private car!
I booked Zoomcar because I did not have a car. Where will I find transport to go 9km at 4am? And if I can go 9km to pick Zoomcar, I might as well go to my destination in another taxi.
If you wish to investigate the case -
For my booking JPS62SAVX Zoomcar could not deliver car on time. After I reported to you, Mr Wasim spoke to me and provided Cred824it of 500+500 points. He asked me to put up on Facebook in advance so that there is no goof-up again.
Yesterday I put my booking reference on Facebook, but there was no reply to my requests to re-confirm. I saw reply informing me about what I knew, after booking was cancelled.
This 2nd time goof up of sending me to pickup from point 9km away at last minute, lead to my canceling the booking. I have attached screenshots if you wish to verify my statements above.
Finally, I don’t care whether you give me partial refund or full refund on JPS62AYGJ, or a penalty, BECAUSE I DON"T CARE NOW AT ALL ABOUT THE BALANCE AMOUNT IN MY LOGIN
Giving up on Zoomcar and BYE.
Regards
Anupam Saurabh
Hyderabad 500081
On Tue, Apr 10, 2018 at 11:56 AM, Anupam Saurabh wrote:
To
Greg Moran
Co-Founder & Chief Executive Officer
Sudhindra Reddy
Chief Operating Officer
Manish Kumar
General Counsel & VP Corporate Affairs
Dear Gentlemen,
Please read the attached grievance and feedback.
Sending it to you directly because Zoomcar has deliberately not given an email ID to customers for "writing" to Zoomcar Customer support MAnasultangers.
Signed letter shall follow by registered post if this email bounces or if there is no response.
Regards
Anupam Saurabh
Hyderabad