Car2Go

December 15, 2015To whom it may concern:Car2go is writing in response to a complaint forwarded to us from the Revdex.com, ID number [redacted] We have reached out to the member to resolve the issueThe member neglected to utilize the promotional code in order to receive the discounted registration fee as advertisedWe have refunded the registration fee in full and issued the drive time minutes to their account as well as offered additional minutes for the issues they encounteredOnce the member contacts us we will resolve any further issues to the best of our abilityThank you for notifying us of this issue for resolution.Respectfully,Matthew S [redacted]

Ms [redacted] rented a vehicle on 8/1/and proceeded t o drive the car until she apparently noticed the problem in question, at which point she called our hrcall center Our call center agent walked Miss [redacted] through the trouble shooting steps, but Ms [redacted] still felt unsafe and requested the cost of the entire rental be refunded Our call center agent, who is not able to provide refunds, made a notation in our CRM tool and on 8/our central customer service unit forwarded the email to us here at the local office for a response On 8/Ms [redacted] called our call center again about resolving the issue, and on 8/$was refunded to Ms [redacted] and an email was sent to notify her.Adam J [redacted] General MangerWashington, DC Region

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 Regards, [redacted] ***

April 9, The member originally signed up on 7/5/and they took their first rentals on 3/10/15, during which they had difficulty ending the rentalsIt appears her first attempts at ending each of these rentals were on streets with rush hour restrictions [redacted] and [redacted] ** **), which is not permitted per car2go rules and which in most cases the vehicles systems will not allowIn response to her difficulties, she called the national call center and sent an email to the local office at the same timeWhen she did speak with the call center, she related her end rental issues and stated she had attempted to call times total, though our call center stated they only received one call from herThe case that was created for the issues she had with the second rental was addressed by a local manager from the DC office, who emailed the member the same day the complaint was received and explained the rush hour restrictions, while also refunding the entire trip (hour of drive time, $16.49)The member did not respond to that emailThe member’s first rental was accidentally overlooked, and as a result was then billed to the members accountWhen the charge was rejected by her credit card for unknown reasons, the member received an automated email stating they had charges that did not go through, to which the member responded stating they shouldn’t have to pay and that it should be refundedOur central customer service team in Austin then emailed the member and stated that the rental had already been refunded, but that the charge would have to clear before the refund could process fullyThe member than called the local office again on 3/24/and spoke with a Customer Service Associate, who explained to her that she actually had two rentals billed at $each that should’ve been refunded, but that only one had been successfully while the other was not due to the rejected charge to their cardMember reiterated that she disputed the charge due to being unable to end her tripThe Customer Service Associate explained that because they were attempting to end their rental in a rush hour zone the vehicle did not permit them to, causing the end trip errorThe Customer Service Associate then apologized for the problems the customer had had and refunded an additional $for the first rental and issued free drive time minutes.In summary: On March 10, 2015, the member took her first two trips using the service and attempted to park both trips in rush hour zones, which the vehicles systems did not permit as these areas are not allowable parking areas per car2go rules.Member stated they called the call center several times before getting through and sent an email as wellCall center states they only see one attempt to call and it was successful, a case was created as a result and both rentals were promised to be refundedA local office Manager followed up immediately with an email explaining rush hour rules and only refunding of the trips the member had problems endingConsequently, the member was billed for of trips, but the charge was rejected by her credit card and an automated email explaining the rejected charge was sentMember emailed our central customer service team regarding the chargeCentral instructed member that one trip had been refunded and that the charge for the other trip needed to clear before the refund would postCentral did not realize the member had not been credited properly for both trips and misinformed memberMember called the call center on 3/27, who patched her through to the local officeA Customer Service Associate in the local office spoke with the member and explained the rush hour rules and that the attempt to park there was reason for the rental issuesShe then apologized for the issues the member had, refunded the other trip and issued free minutes of driving to accountFirst day of contact 3/10/case was closed the same daySecond contact was 3/17/(member responding to auto email about charges) and it looks like the response from central was also on 3/17/Third contact was 3/24/- she spoke with the office directly that day and her issue was resolved while on phoneTotal refunded to member for trips: $plus minutes of complimentary drive time

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
*** ***

Ms*** rented a vehicle on 8/1/and proceeded t o drive the car until she apparently noticed the problem in question, at which point she called our hrcall center Our call center agent walked Miss *** through the trouble shooting steps, but Ms*** still felt
unsafe and requested the cost of the entire rental be refunded Our call center agent, who is not able to provide refunds, made a notation in our CRM tool and on 8/our central customer service unit forwarded the email to us here at the local office for a response On 8/Ms*** called our call center again about resolving the issue, and on 8/$was refunded to Ms*** and an email was sent to notify herAdam J***
General Manger
Washington, DC Region

December 15,
5pt;">To whom it may concern:
Car2go is writing in response to a complaint forwarded to us from the Revdex.com, ID number ***We have reached out to the member to resolve the issueThe member neglected to utilize the promotional code in order to receive the discounted registration fee as advertisedWe have refunded the registration fee in full and issued the drive time minutes to their account as well as offered additional minutes for the issues they encounteredOnce the member contacts us we will resolve any further issues to the best of our abilityThank you for notifying us of this issue for resolutionRespectfully,
Matthew S***

December 15, 2015To whom it may concern:Car2go is writing in response to a complaint forwarded to us from the Revdex.com, ID number [redacted]. We have reached out to the member to resolve the issue. The member neglected to utilize the promotional code in order to receive the discounted registration fee as...

advertised. We have refunded the registration fee in full and issued the drive time minutes to their account as well as offered additional minutes for the issues they encountered. Once the member contacts us we will resolve any further issues to the best of our ability. Thank you for notifying us of this issue for resolution.Respectfully,Matthew S[redacted]

Ms. [redacted] rented a vehicle on 8/1/2015 and proceeded t o drive the car until she apparently noticed the problem in question, at which point she called our 24 hr. call center.  Our call center agent walked Miss [redacted] through the normal trouble shooting steps, but Ms. [redacted] still felt...

unsafe and requested the cost of the entire rental be refunded.  Our call center agent, who is not able to provide refunds, made a notation in our CRM tool and on 8/6 our central customer service unit forwarded the email to us here at the local office for a response.  On 8/10 Ms. [redacted] called our call center again about resolving the issue, and on 8/13 $93.49 was refunded to Ms. [redacted] and an email was sent to notify her.Adam J[redacted]General MangerWashington, DC Region

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

April 9, 2015
The member originally signed up on 7/5/14 and they took their first 2 rentals on 3/10/15, during which they had difficulty ending the rentals. It appears her first attempts at ending each of these rentals were on streets with rush hour restrictions [redacted] and [redacted]...

**), which is not permitted per car2go rules and which in most cases the vehicles systems will not allow. In response to her difficulties, she called the national call center and sent an email to the local office at the same time. When she did speak with the call center, she related her end rental issues and stated she had attempted to call 5 times total, though our call center stated they only received one call from her. The case that was created for the issues she had with the second rental was addressed by a local manager from the DC office, who emailed the member the same day the complaint was received and explained the rush hour restrictions, while also refunding the entire trip (1 hour of drive time, $16.49). The member did not respond to that email. The member’s first rental was accidentally overlooked, and as a result was then billed to the members account. When the charge was rejected by her credit card for unknown reasons, the member received an automated email stating they had charges that did not go through, to which the member responded stating they shouldn’t have to pay and that it should be refunded. Our central customer service team in Austin then emailed the member and stated that the rental had already been refunded, but that the charge would have to clear before the refund could process fully. The member than called the local office again on 3/24/15 and spoke with a Customer Service Associate, who explained to her that she actually had two rentals billed at $16.49 each that should’ve been refunded, but that only one had been successfully while the other was not due to the rejected charge to their card. Member reiterated that she disputed the charge due to being unable to end her trip. The Customer Service Associate explained that because they were attempting to end their rental in a rush hour zone the vehicle did not permit them to, causing the end trip error. The Customer Service Associate then apologized for the problems the customer had had and refunded an additional $16.49 for the first rental and issued 30 free drive time minutes.In summary: On March 10, 2015, the member took her first two trips using the service and attempted to park both trips in rush hour zones, which the vehicles systems did not permit as these areas are not allowable parking areas per car2go rules.Member stated they called the call center several times before getting through and sent an email as well.
Call center states they only see one attempt to call and it was successful, a case was created as a result and both rentals were promised to be refunded.
A local office Manager followed up immediately with an email explaining rush hour rules and only refunding 1 of the 2 trips the member had problems ending.
Consequently, the member was billed for 1 of 2 trips, but the charge was rejected by her credit card and an automated email explaining the rejected charge was sent.
Member emailed our central customer service team regarding the charge. Central instructed member that one trip had been refunded and that the charge for the other trip needed to clear before the refund would post. Central did not realize the member had not been credited properly for both trips and misinformed member.
Member called the call center on 3/27, who patched her through to the local office. A Customer Service Associate in the local office spoke with the member and explained the rush hour rules and that the attempt to park there was reason for the rental issues. She then apologized for the issues the member had, refunded the other trip and issued 30 free minutes of driving to account.
First day of contact 3/10/15 case was closed the same day.
Second contact was 3/17/15 (member responding to auto email about charges) and it looks like the response from central was also on 3/17/15
Third contact was 3/24/15 - she spoke with the office directly that day and her issue was resolved while on phone.
Total refunded to member for 2 trips: $32.98 plus 30 minutes of complimentary drive time