GOCAR Tours

Initial Business Response /* (1000, 10, 2015/08/17) */
Customer rented the GoCar at 9:amCustomer called our office at 1:pm stating the gas gauge was on empty and the car stalled - and asked directions to the nearest gas stationWe directed her to the closest station on Claremont Blvd
which was just a couple of minutes awayNo other calls from the customer were receivedCustomer returned to our location at 5:pm
Customer had reserved car for all day - which is anything over hoursThere is no additional charge for time over hoursCustomer had car for hours
Staff gave customer a courtesy 20% discount after they complained about the car stalling - initial discount total $
Customer called office to complain about stalling - spoke to *** who is one of the owners*** offered that he would only charge them for the time they were out until the first call at 1:pm = hoursThe invoice was recalculated and an additional credit was refunded to them on their credit card in the amount of $
Total credit provided was $** - total charges were $which included tax and $CDW insurance the customer selected
Customer is instructed in the safety video and in the verbal briefing at the vehicle if they have any issues to call our officeWe only received one call and provided directions to a gas stationThere were no other calls to our office while they were out on tourThey were charged for hours and had car for hours
Initial Consumer Rebuttal /* (3000, 12, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is not an accurate account at all of what happenedI called at that time and stated that the gocar stalled, I was told to open the gas cap (gauge never worked and was told that none of the car gas gauges worked so not choice) and heck if there was enough gasShe said that I should try and start it again, after several breaks on the phone to ask advice, then go to the nearest gas station and get more gas after only a few hours of use- We had stopped and looked at recommended gps tour guide stopsshe said there was not anything else they could do and to just continue on our guided tourwe filled the gocar up (about $6.00) not much and continued on the directed guided tourthe tour is a loop and we were about half way thru the main loopif you deviated from the tour the gocar would give you a warning that you were off course, to get back on, if you continued off course it would not give you any directions or give any helpThe gocar continued to stall, were not able to take the off loop tour routes, went direction back to the rental station, limped our way back making it there hours later because of the ridiculous stalling*** (a "she" not a "he" obviously knows his employees) said to just keep starting it and head back, there was no other assistanceThat is exactly what we did
There was no "courtesy 20% discount," I had come in and given the gocar guy my discount from the internet when I came in and reserved the gocarThey are lying that they gave me the discount when I complained, my receipt when I reserved the gocar has the 20% discount to corroborate
If we were only going to be charged until 1:05, when I called, then we should have been refunded ALL BUT $
The bottom line is that we were given a non road worthy gocar (#**) that I complained about before we left-ignition was difficult to get the key in because the housing was so broken clearly had been chipped away so the key could get in, very loud exhaust, non functional gas gauge but "all of this is normal, they all are like this, you should be fine" by the apathetic iphone obsessed, non intelligible English speaking attendantBy the time we hit the stalling point we knew we had been taken
When I returned the gocar the attendant said there was nothing he could do, he did not have the ability to address our "legitimate" complaint, to call ***I told him that I was not going to pay for a service we did not receive, an extremely stressful loop, to not charge the credit card until I spoke with his managerHe went ahead and put the charge through, *** was an ***, blaming me for not bringing the gocar back sooner even after stating several times that we brought it back as soon as we could get the p.o.s there*** stated that we should have been brought out a new gocar, admitted they errored, blamed ***,but that was itSaid he would have his manager call me backNever happened
I informed the sf city transportation system, it was clear they have had numerous complaints, local s.fmedia, letting them know that Revdex.com was trying to address Gocar's extremely poor lack of response and ethics, appearing to be in the business to exploit tourists
I want a full refund, as in the additional $($insurance! for what? the gocar even barely worth that) for the ridiculous amount of money and time wasted on this venture and follow up restitution
Final Business Response /* (4000, 14, 2015/08/21) */
Based on the response and additional comments, I don't think our experience of what happened and our view of fairness will ever be aligned with the customerWe have refunded the balance of the vehicle rental in the amount of $- should post to the Visa within a couple of banking daysA total of $has been credited back from the original rentalThe only charge is the $CDW insurance selected - limiting the customers damage liability to the vehicle while they were out
Final Consumer Response /* (2000, 16, 2015/08/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you Revdex.com for pursuing a business (Gocar) that exploits customers!