Miky S.
I am writing to express my…worst experience with Zoomi
I am writing to express my dissatisfaction with the services provided by Zoomi, the warranty company for my vehicle. Unfortunately, my experience with them has been far from satisfactory, and I believe it is crucial to share my concerns. Upon purchasing the warranty, I was given assurances that turned out to be inaccurate, and I feel misled regarding the coverage I was promised. When I filed a claim for issues with my vehicle, the response time was exceptionally slow, taking a total of five days for Zoomi to acknowledge my claim. The process further exacerbated my frustration when Zoomi informed me that an investigator needed to assess whether the issues were pre-existing before I purchased the warranty. Following the inspection, it took an additional three days for Zoomi to provide feedback. Contrary to my understanding, they denied coverage by asserting that the problems were pre-existing, a claim I strongly dispute. Despite my repeated requests, Zoomi has yet to provide me with the report submitted by the inspector. This lack of transparency is concerning and contributes to my overall dissatisfaction with their service. In summary, my experience with Zoomi has led me to believe that they prioritize sales and monthly payments over honoring legitimate claims. I find their practices to be deceptive, and I caution others considering their services to be aware of the potential challenges when it comes to claim resolution.
Response from Zoomi AutomotiveDec 28, 2023
Hi Miky, First, I’d like to apologize for the negative experience you had with our company. Our intention is to improve customers’ experiences with vehicle service contracts, and your experience shows that we have fallen short in this instance. We fully stand by our 30-day money back guarantee, and for that reason have already issued a refund of your payments to us. As our customer service representative explained prior to your purchase, claims made immediately after your coverage goes live may raise red flags with our claims team. Because you filed a $5000+ claim for various repairs throughout your vehicle only a few days after your coverage went live, our claims department chose to have an independent inspector examine your vehicle at no cost to you. Upon examining your vehicle, the inspector found an improperly installed left axle dust ring and failure of the right control arm due to a previous impact. Additionally, grime buildup on the front struts, combined with clear previous replacements of related parts, suggested that your vehicle experienced previous issues with the struts that were not completely remedied. Combined, these findings led the claims team to conclude that the claim was pre-existing, and not the result of a sudden or catastrophic mechanical failure. Regarding the time it took to complete the analysis of your claim, I truly apologize for this delay. After an inspector was requested on the day you filed your claim, it took longer than usual for someone to be able to examine your vehicle due to short staff around the holiday season. Additionally, we did not receive the completed inspection until the claims office had closed for Christmas, so our claims team was unable to complete their analysis of the claim until after returning from the holiday. We take responsibility for this delay and will work to expand our claims availability around holidays in an effort to ensure this does not happen in the future. Again, we are truly sorry for your negative experience. We will incorporate your feedback going forward and hope to improve our company as a result. Best regards, Andrew CEO of Zoomi Automotive