Car2Go N.A. LLC

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]

Reached out to member *** *** in regards to the trips and resulting charges in questionDuring the first communication in regards to the Labor Day rates, themember was misinformed in regards to the time frame of the specialApproximately at 3:PM on Monday September 7, the member was
advised that the rates would apply to a rental if kept for the next HR periodThe special was only valid during the weekend of Labor Day and for rates to apply rentals had to be ended by Monday September at 11:PMMr*** proceeded to take a rental for ~ HRS on September with the trip ending at 6:PMThe member proceeded to take an additional rental the following day on September at 1:PM for ~ HRSAt this point the special rates were no longer available and daily rate wouldn't apply as Mr*** took two separate tripscar2go Hourly and Daily rates only apply to continuous trips. We've advised Mr*** of how Hourly and Daily rates apply and special rates as wellDue to the initial misinformation Mr*** received, we have fully refunded the second trip on Tuesday September for a total of $(including tax)Both trips were correctly charged but we decided to refund Mr*** because we don't want our members to feel misled and be properly educated

Mr***,Thank you for providing us with information regarding your recent rental experienceI reviewed the recording of your phone conversation with our service team member, Skylar, and although I don't believe he was trying to be condescending, he could have been more understanding of the
frustration you were experiencingDriving a new vehicle can be challenging, and I am truly sorry for your experienceDue to your frustration, we will refund your trip, plus we will provide you with minutes of free drive timeI hope you will give us another chance and try our service again. Sincerely,Michael H***General Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
*** ***

***,
Thank you for your comments, your feedback is very important to us at car2goI sincerely apologize for this unfortunate situation and we have refunded your rental. Today I sent two of our associate to provide you with a refund, and to bring you a pizza and sandwich for your
inconvenience
I hope you will try our service again and remain a loyal car2go memberPlease contact me if you have any questions or concerns at ***
Happy Driving
Michael H***
*** ***
car2go - Seattle

From: [redacted] [mailto:[redacted]] Sent: Friday, April 01, 2016 2:55 PM To: Stephanie Sudduth Subject: FW: You have a New Message from Revdex.com Denver and Boulder, Colorado Consumer Complaint #[redacted]   Hi Stephanie, Just tried calling to discuss this...

complaint.  [redacted] was kind enough to pass along your contact info. Attached is a letter sent to this member last week concerning the refund that was issued to her.  If you should have further questions, my cell is [redacted].  Thanks! Mike Pletsch General Manager, Denver car2go N. A., LLC [redacted] From: Revdex.com [mailto:[email protected]] Sent: Wednesday, March 30, 2016 8:27 AM To: Pletsch, Michael (171) Subject: You have a New Message from Revdex.com Denver and Boulder, Colorado Consumer Complaint #[redacted]   You have a new message waiting for you from the Revdex.com in regards to consumer complaint #[redacted].Please click on the link below to access the online dispute resolution web site and read this message. This e-mail is to notify you that you currently have a new message with Revdex.com in regards to complaint #[redacted]. Please click on the link below to access Revdex.com's Online Complaint Management System to read this message. Click here to read the message. If your email program does not support the link above, then please copy and paste the link below into your browser. http://odrcomplaint.Revdex.com.org/odrweb/Home/SecureLogin.aspx?SecureLinkGuid=a...⇄ This is a post-only mailing. Replies to this message are not monitored or answered. If you have any further questions or concerns, please do not hesitate to contact us at [email protected] or (303) 758-2100. If you are not the addressee, please inform us immediately that you have received this e-mail by mistake, and delete it. We thank you for your support.

I reviewed this case and found that on June 8th, we contacted our member and, as a courtesy, credited their account with 25 minutes of drive time to help adjust for any inconvenience . The members credited minutes are new available and will be valid for 45 days.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because: I would like to be refunded the amount onto my card. I do not wish to use the minutes on another vehicle after the terrible service I received. I am using [redacted] exclusively for all of my travel needs. Sincerely,[redacted]

At the request of our member, I have agreed to refunded his rental on June 4th, and we will still honor the additional free minutes if the member elects to rent a car2go in the near future.