Apr 21, 2023 06:54 AM
2836 Views
A company with a lot of issues. Please stay far away from it. To start with their customer service is awful. If you try to call their call centre number you are met with an automated voice message asking you to contact through the “help & support” of their app. You try and contact through the app- you are put on music for 15 minutes, all the while being assured that your call is important to them. At the end of 15 minutes, you get an automated message “We hope your issue is resolved. If not please call us again”! Call again for what? To be put on music again? You try and send an email to their call centre. You get an automated reply that the email address is not monitored! To sum it up, when you try to contact them you feel like going and banging your head against a wall.
I had recently booked a car in Ernakulam. The location of the car was near Aluva. So I booked my train ticket from Chennai to Aluva. A few hours before the booking start time, I received an sms giving detailed description of how to reach the car location. I was very happy with this. Me and my wife got down at Aluva and took an auto from there along with our luggage. We had difficulty in finding the car location. It was in an interior place away from the main road. The auto driver enquired with the rare passer by but no one had any clue.
Finally found the place. The gate of the house was locked and there was no bell. We checked with the neighbours if that was the house of the Zoom host and they confirmed that it was indeed the host’s house(his name was in the booking).
After this confirmation, I paid and sent away the auto. Soon hearing the voices someone came out from the Zoom host’s house. He was an old man. I told him that I have come to take the Zoom car- a Nissan Magnite. He said that the car was at the airport. The airport is more than 20 kms from that place! Now how do I activate the booking without the car?! I was supposed to take the car, go to my hotel in Ernakulam, freshen up and immediately leave on a long drive of 3 hours for an important meeting. This will take me a total of at least 7 hours. In the evening there was a function to attend in a place some 50 minutes from my hotel. It was for all these travels that I had booked the car.
I tried the Zoom app and it asked me if I wanted to talk to the Zoom host. I said yes. It connected me to the host. He sleepily told me that the car was at the airport and that he was told that it was an airport pickup! I tried to contact the customer service. As mentioned above I was put on music and at the end of it was told that they hoped that my issue is resolved!
I raised a ticket through their app two or three times. Finally, someone had the gall to reply that the car was at the location only and as I had not picked up, it was a “no show” and hence there was no refund! I did not leave them and raised another ticket. Asked them to check with the Zoom host also as I had talked to him from the location where the car was supposed to be.
Finally, someone replied that they would process the refund. To their credit, they did give me the refund but I had to follow up so many times before it reached my account! I should also add that my previous booking with them for a car in Bangalore went through without a hitch. Possibly they are good to book in metros. Not in other places.
