Zoomo
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The absence of attentiveness and…
The absence of attentiveness and professionalism in Zoomo's customer service and care is truly disheartening. Throughout our phone conversations, I have repeatedly been labelled as a thief and criminal, and even faced threats from your representative on the 29th that Zoomo would report me as a thief to the legal authorities, potentially leading to legal consequences. Despite my numerous mentions of this during our call, it appears that Zoomo fails to recognize or address these concerns. According to Kleng, I have allegedly missed payments three weeks ago. However, I rented out the bicycle on March 15th, and the phone call I received was on March 29th, which is a span of 14 days, not 21. Additionally, when I made the deposit, I also paid one week in advance for the bicycle. This implies that I have not been in debt, except for the specific day of March 29th, with a total of £51 outstanding. On the 29th of March, during our conversation with Kleng over the phone, I experienced feelings of humiliation and deception. This was due to the fact that I was assured of a complete refund during our discussion following a 5-minute hold period, during which she assured me of sending a confirmation email, she abruptly ended the call without attempting to reconnect with me, but the email I received afterwards was astonishingly inconsistent with what had been agreed upon. Kleng had specifically mentioned that I would be receiving an email confirming the resolution we had reached, which included the specific details of the full refund amounting to £141. Additionally, upon my request for the report from the mechanic following my bicycle rental on March 15th, Zoomo did not present the report as requested. Instead, they claimed to have inspected the bicycle and confirmed its perfect condition. Throughout our investigation, we encountered several customers who had similar experiences with Zoomo. None of them were provided with a report from the mechanic. This behavior by Zoomo appears to be an attempt to evade accountability. It is important to emphasize that the bicycle was not in roadworthy condition and could have potentially caused an accident. I have raised these concerns with Zoomo, but they have not provided any evidence to support their claim that the bicycle underwent an inspection before being rented out to me. Firstly, there were significant issues with the functionality of the bicycle's gear-changing mechanism, which hampered its performance and made riding a cumbersome and potentially hazardous experience. Additionally, the chain of the bicycle exhibited signs of wear and tear, further exacerbating the riding conditions and raising concerns about safety. Despite assurances of an 8-hour battery life, the battery consistently lasted no more than 4-5 hours, significantly impacting the usability and convenience of the rental. Despite my repeated efforts to address this matter with Zoomo, I did not hear back from them until they were served with a formal notice from the Court, indicating my intention to take legal action against them. Additionally, I have not received a refund or any communication from Zoomo since March 29th, which would have shown their dedication to honouring their commitment and correcting their mistake.