I leased my Ford Figo with Zoomcar from Oct-2017 till Nov-2019, I regularly found ZAP support and their local maintenance don’t have coordination at all and I was found myself maintaining my own leased car of my own with much support from Zoomcar.
1.The maintenance team always doing mess with GPS devices they fixed in car and charging 1000 per month, which was often found not working/not getting range when customers arrive to open the car for their booking.
2.Often send new learner drivers/irresponsible drivers who do honking of the vehicle in society premises in odd hours of the day, causes panic issues for the owner to deal with society members and customers of zoom car. Zoomcar customer care & Zap support does not have internal coordination to manage their customers. They are least bothered about their leaser of the car and customers overall.
3.ZAP local maintenance team and ZAP customer care/support team does not have any internal coordination for the issues logged with them on the car repairs and maintenance which zoom car is responsible to get it fixed as the customer has done the damage to the car. Often found Local maintenance team is not providing/not updating the correct updates to ZAP customer care and their higher management/Maintenance team in Banglore and results in stereotype responses from customer care to get issues to fall under maintenance and need to fixed by owner of the car. ZAP customer care does not provide a regular feedback mechanism to share with the local maintenance team or higher management to improve/resolve these issues. I never had a feedback call from ZAP customer care in my lease tenure from Sep-2017 - Dec-2019.
4.ZAP local support team always does a mediocre patchwork to leasers car in case of denting/painting or major/minor repairs through local garages. Lethargic in responses and getting work done as a car is not owned by Zoomcar and it is the leaser loss of revenue if car not fixed in time. They always prefer to take a car to fix the car repairs when the car is in leaser personal use. 5.They don’t provide details of the repairs carried out to the leaser of the car. Always leaser to followup with the maintenance team to get pending issues fixed before the start of his listing with Zoomcar. I found my Stephany replaced, bonnet opening knob missing, glove box stopper was broken and hazard triangle missing, vehicle RTO documents missing after the return of the car to me. Mostly tire punctures and repairs/replacement after customers damaged car return was my job. Underbody damages are always unnoticed till I take the vehicle for maintenance to Ford service center. Front Bumper misalignment and missing tire mudflaps were regular issues due to the rash customer driving.
6.Poor ZAP mobile application further gives pains to the leaser of the car in car Trip readiness and end checks often done by leaser and follow-up check done by Zoomcar local support. Always found gaps in checklist updates by customers. Need fuel, engine or battery checks involved in the checklist and updated by zoom car support team before and after every pick & drop from customer and start & end of listing with leaser.
7.Regular chase to add downtime vehicle charges for zoomer’s delays in returning the car to me.
8.No/poor check on untidy/dirty car return by customers by Zoomcar local support.
9.There were No checks on zoom car customer RTO challans after the end of the trip in Zoomcar mobile/Zap mobile apps. Mostly I was notifying the Zoomcar to get challans paid in time.