I am writing to formally report a deeply disappointing and fraudulent experience I encountered with my recent Zoomcar booking. I am sharing this not only to seek resolution but also to highlight the serious lapses in your operational controls and partner management.
Booking Details:
Booking ID: JPSNKM101
Pickup Location: Mumbai, ITC Maratha(was delivered by Ravi(the managers) driver)
Date of Pickup: 02nd Oct
Contact Persons Involved: Ravi(Garage Manager), [Driver’s Name known], Car Owner(cooperative)
Summary of Incidents:
Car Condition at Pickup:
The car was delivered in a horrible and unhygienic condition – covered in layers of dust, dirt, and even pan stains inside. While the owner was cooperative, the garage manager, Ravi, appeared intent on brushing the issue under the carpet.
The driver took the car away citing a “cleaning” need but returned after nearly one+ hour causing an overall delay of over 2 hours, and the car remained in equally bad condition. He further mentioned that the owner doesn’t pay them to get the cars cleaned, which explains the lack of maintenance.
Additional issues included:
Broken and filthy side mirror
Non-functional headlight, making it unsafe for night driving, especially on hilly roads
Despite contacting your Zoomcar service team, I only received an assurance of a callback — which never happened. The delay and condition of the car completely disrupted my travel plans to Lonavala, as I was unable to drive safely at night. This resulted in me unable to visit most of my restaurants I had planned to visit in Lonavala since they were all at a good 20-30 mins drive from my hotel in Khapoli. Fraudulent Behavior During Car Return:
During the return, Ravi sent his staff to the pickup point. Since I was rushing to the airport, the staff insisted that he needed to log in to my Zoomcar account using my OTP to end the trip, as the owner was not answering calls. Trusting the process, I allowed him access.
The staff then requested a 5/5 rating, claiming he would be penalized otherwise. I explicitly told him that, given my experience, I would rather not rate the car. However, this morning I discovered that my account had been used to post a 5/5 rating with a “nice car” comment — clearly entered fraudulently by the staff. This is a serious breach of customer trust and data misuse, and such behavior severely tarnishes Zoomcar’s brand reputation.