Getaround

Final Consumer Response / [redacted] (2000, 6, 2016/02/14) */ The bill was paid by Get around, no further action is required

Initial Business Response / [redacted] (1000, 5, 2015/06/24) */ Contact Name and Title: [redacted] Helpdesk Manager Contact Phone: XXX-XXX-XXXX Contact Email: ***@getaround.com Getaround Incis a peer-to-peer car sharing service where private individuals can make their cars available to a pool of verified rentersUpon signing up for Getaround as a renter, this customer agreed to our Terms of Use (https://www.getaround.com/terms) and Renter Policies (https://www.getaround.com/renter-policies)Section of our Renter Policies states the following: "Renter agrees to be solely liable for parking tickets, traffic citations, and other violations that occur during the Rental, and all fees resulting from such violationsRenters must park in a location that the car may stay for hours after their tripIt is the sole responsibility of the Renter to pay these fees in a timely manner and to comply with all legal obligations that arise from such violations." This customer's rental with Getaround occurred from 1:45pm to 4:15pm on Tuesday, May 19, The car he rented contains a Getaround Connect, a piece of hardware that records the car's location via GPSPer our GPS logs, we can see that he returned the car at the end of his trip by parking on the street in front of [redacted] The side of the street at this address is subject to SFMTA street cleaning every Wednesday SFMTA issued the parking ticket in question, citation #XXXXXXXXX, to the car at 8:41am Wednesday, May 20, 2015, at [redacted] StreetThe fine was $The citation was issued because the car was in parked in violation of street cleaning rules on that side of the streetOur GPS logs indicate that the car did not move between the end of this customer's trip and the time of issuance of the ticket The ticket was issued fourteen hours and twenty-six minutes after the end of this customer's trip, well within Getaround's window of renter responsibility as stated in our Renter PoliciesAs such, once the car's owner paid the ticket via the SFMTA website, we billed this customer the $price of the ticket so that we could reimburse the car's owner accordingly Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I returned the car exactly to where I got it fromAnything other than this is completely unintuitive and should be called out to the customer explicitlyTricky things like this do not belong buried in the fine printI'd still like the $refundedThanks! Final Business Response / [redacted] (4000, 9, 2015/07/08) */ Getaround's renter policy regarding parking is echoed in the pickup instructions for the car this customer rented, which he received in a confirmation email upon booking his trip and accessed through our mobile application when he went to unlock the car: "...Please make sure to leave the car in a spot that doesn't have street sweeping / no parking for at least hours after the end of your rental."

Hi [redacted] ,We must apologize for our lapse in communication to MrShahi, but wish to make it clear that our annual guarantee is laid out in this article: [redacted] We're very sorry to report that [redacted] was found to be in breach of our terms upon review of his guaranteeSpecifically: > "If fraud or tampering is detected, guarantee is forfeited."While investigating the validity of his guarantee it was discovered that for many weekends when his car was listed as "available" -- when it should have been close to the home location as stipulated by the terms of the guarantee -- it was instead in use.We regret that this did not come to light until the review at the very end of his guarantee period, resulting in [redacted] being continuously given conflicting informationHowever, we have offered a fair settlement prorated for the four months that fraud was not detected, valued at approximately 37% of the full value of his annual guarantee.We wish to address that [redacted] was indeed diligent in requesting updates from us to ensure the validity of his annual guaranteeHowever due to the nature of the fraud we have detected across all his vehicles we will not be able to offer any further recompense.Thank you for your understanding Sincerely, Getaround

[redacted] has two cars which he rents through the Getaround peer-to-peer carsharing platform The [redacted] Sonic was involved in an accident during a rental on November We notified [redacted] about this issue and informed him a member of our claims team would follow up to answer questions and discuss the repair processThere was a delay in our Claims team reaching out, but they followed up on November to provide details of the repair process The [redacted] was retrieved by one of our valets to inspect the Getaround Connect device - our proprietary hardware - per [redacted] request on November The car was returned to his possession on November Our team communicated with him throughout those two days

Initial Business Response / [redacted] (1000, 5, 2015/10/29) */ We have reviewed the above caseAfter further review in the case, it was clear that there was $owed per a promotion offered to Mr***Once this error was identified, Getaround paid out the $to Mr [redacted] to resolve the case

Initial Business Response /* (1000, 5, 2015/08/04) */
*** ***, a Getaround renter, originally booked a car called "Hybrid": this car is a Honda Civic hybrid, priced at $8/hour and $64/day, and its online listing and description can be found at getaround.com/hybridHe paid $for this
trip, which was scheduled from July 9AM - July 10PM
On the day of ***'s booked trip, the owner of the car notified *** that the car was in the shop for repairs, and that servicing would not be completed in time for his trip as the owner had expected, so the car was unavailableGetaround offered our apologies, and *** decided he would rebook himself to another car nearby: we initially offered $off his rebooking in another car
*** then chose to rebook himself into a car called "BlackAudi": this car is a Audi A3, priced at $14/hour and $112/day, and its online listing and description can be found at getaround.com/blackaudiBlackAudi is brand new and is classes above Hybrid (his previous booking) in terms of qualityHe did not redeem any discount code on this trip, and he paid $total for the rebooking in this much nicer vehicle: his new trip was scheduled from July XX X:XXAM - July XX X:XXPMIt's worth noting that part of the reason this rebooking was so much more expensive than his prior booking is because he booked it for an additional day: his original trip ($129) was only for days
Getaround understands and empathizes with the inconvenience *** faced when the owner of the hybrid canceled his trip at the last minute, and we have offered him a $credit in addition to reimbursement for other travel expenses he incurred to get to his replacement vehicleThat said, *** himself selected a much newer and more expensive vehicleHe not only chose to book himself into much more expensive vehicle, he also chose a longer trip than what he had initially booked, thus increasing the price of his rebooking even furtherGiven the facts of this case and the choices that *** himself made in booking himself into BlackAudi for a longer trip, we feel that refunding the entirety of his 3-day trip for what amounted to a 30-minute delay on the morning of July is disproportionate and unreasonableWe have offered him a $rental credit as well as travel reimbursement, and we believe we have been more than fair with him and have made every effort to resolve this issue within reason
Initial Consumer Rebuttal /* (3000, 7, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I did not expect Getaround to refund my entire trip, I thought it may have been an extension of good willI guess I was incorrect in assuming they would like to do right by their customers
The reasoning for having to rent a car that was of a higher caliber than the original was because I was left with few alternatives at such short noticeMany of the vehicles available were either more expensive or would not have been adequate replacementsNeedless to say, if Getaround and the owner would have had their act together and notified me before my reservation, I would not have had to rent a more expensive vehicleOr, I would have had time to find a car that better met my price pointInstead, I was left with very expensive options
To say that the "owner notified" me is a great understatement as I had to call the owner to find out this informationWhen calling customer service, I was barely assisted and little sympathy was given to the situationIn addition, I was left to do this by myself as the customer service representative was of no assistanceHe was having me read license plates off of cars in the lot, and I did not have the time to waste as I had to be in the Sacramento area to attend a funeral
A $credit for a service I am unsure that I will ever want to use again after this experience is unhelpfulI feel an offer to at least reimburse the difference between the prices would be appropriate

Initial Business Response /* (1000, 5, 2016/03/21) */
The repairs on the vehicle are being completed by 3/

We have referred the renter to our parking policy for street parked carsThe policy states that you must return the car to a spot free of violations for a minimum of hours past the trip end time.This is mentioned in the car's pickup instructions, in several articles in the Renter Helpdesk, our
Fees Schedule, and as a reminder which the renter must acknowledge during the trip booking processhours gives the car owner a reasonable amount of time to move the car for street cleaning or other temporary parking restrictions if necessaryThe renter is liable if the car is issued a citation within the hour period*** *** ***

To Whom It May Concern:
When GoCarma ceased independent business operations, they chose to list the cars in their inventory on the Getaround car-sharing platform, and to encouraged their existing users to rent those same cars using that platformGetaround's business relationship with
GoCarma does not extend to the financial side of their business*** *** account with CityCarShare and then GoCarma is not a business relationship that continues with Getaround
We regret *** experience and we are doing everything in our power with our contacts at GoCarma to arrange for the return of his $depositThat deposit is not and was never in Getaround's possession, however, so we are not in a position to return a deposit which was paid to a separate business entity
Unfortunately, we do have have any pubic contact information for GoCarma beyond the email address *** already has
Best,
*** **
Happiness Supervisor @ Getaround

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

Final Consumer Response /* (2000, 6, 2016/01/13) */
Getaround contacted me and said they did not mean to be accusatory, only to gather information about the damageIn any case, they won't be charging me for the damage

Revdex.com,We have confirmation of paying out *** *** on the 17th of March at approximately 12:17pm.Sincerely,-Getaround

Initial Business Response /* (1000, 5, 2015/10/29) */
We have reviewed the above case. After further review in the case, it was clear that there was $200.00 owed per a promotion offered to Mr. [redacted]. Once this error was identified, Getaround paid out the $200.00 to Mr. [redacted] to resolve the case.

Initial Business Response /* (1000, 5, 2015/06/22) */
To Whom It May Concern,
In order to facilitate car-sharing on Getaround, owners and renters alike are held to a few important Community Policies. These are outlined during checkout and the trip confirmation email we provide each customer ...

before their trip begins.
Additionally, we ask that they Inspect the car and report damage or mess before they drive by using using our inspection feature at the start of your trip.
Otherwise, we reasonably conclude that this damage was not present at the time you arrived at your vehicle.
Additionally, each renter agrees to abide by these policies by accepting our Terms of Service when joining Getaround.
We are sorry to be the bearer of bad news for this renter. Fortunately, we include insurance with every trip for all sudden and accidental direct physical loss, and limit their obligation to their $750 Trip Deductible as outlined in the aforementioned renter and trip policies.
Warm Regards,
[redacted] R [redacted]
Claims Manager
Customer Happiness Team
Getaround
Initial Consumer Rebuttal /* (3000, 7, 2015/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is absolutly ridiculous, I have gotten the same form reply that they just sent you with "sorry to be the bearer of bad news, but luckily your covered and only have to pay$750" Than after I told them I had filed a report with Revdex.com I get an email saying, "well the case is now closed and you are responsible for the full amount of 1,122. They didnt even contact me about supposed "damages" to the car until almost a week after I had returned it, and as per their instruction, parked it on the street. I heard nothing from the owner who that supposedly took pictures 2 days later and their claim is "well you were the last one to rent it your responsible" I asked them to show me proof and or show me records of the past 3 renters and their before and after checkout pictures...but nothing, just the same response.
Final Business Response /* (4000, 9, 2015/06/26) */
California Department of Insurance requires that all loss notices be filed with 30 days of the date of loss and up to 3 years to pursue recovery for our loss. We responded within 5 days of this renters trip and within 48 hours of receipt of the loss from the owner of this vehicle. This recovery demand is compliant with this 30 day/3 Year requirement.
We have not yet made a demand of payment for $1,222.00. This is factually incorrect. We offered to settle this matter $750, which is less than the full costs for repair which were $1,139.34. Additionally we are allowing them to conclude this payment with 30 days from our initial notice of the costs, which was provided to them on June 19th, 2015. We advised that on July 19th, 2015, this amount will be past due, and on August 19th, 2015 this amount will be delinquent. If this amount becomes delinquent, we will consider them no longer compliant with our policy which generously limits their obligation to less than the full costs for repair, and seek recovery for the full costs to repair this vehicle.
Additionally, We accepted his offer waive all costs associated here if he were to provide video documentation he offered that would demonstrate this damage was present prior to his use or was not present by the end of his use. He stated he would provide this and never did. As a result, we cannot excuse is obligation here.
I am including a transcript of our correspondence with him and our repair invoice which outlines he damage arising during his use of this vehicle for which we are seeking recovery.

Final Consumer Response /* (2000, 6, 2016/02/14) */
The bill was paid by Get around, no further action is required.

Initial Business Response /* (1000, 5, 2015/06/24) */
Contact Name and Title: [redacted] Helpdesk Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@getaround.com
Getaround Inc. is a peer-to-peer car sharing service where private individuals can make their cars available to a pool of verified...

renters. Upon signing up for Getaround as a renter, this customer agreed to our Terms of Use (https://www.getaround.com/terms) and Renter Policies (https://www.getaround.com/renter-policies). Section 12 of our Renter Policies states the following:
"Renter agrees to be solely liable for parking tickets, traffic citations, and other violations that occur during the Rental, and all fees resulting from such violations. Renters must park in a location that the car may stay for 24 hours after their trip. It is the sole responsibility of the Renter to pay these fees in a timely manner and to comply with all legal obligations that arise from such violations."
This customer's rental with Getaround occurred from 1:45pm to 4:15pm on Tuesday, May 19, 2015. The car he rented contains a Getaround Connect, a piece of hardware that records the car's location via GPS. Per our GPS logs, we can see that he returned the car at the end of his trip by parking on the street in front of [redacted]. The side of the street at this address is subject to SFMTA street cleaning every Wednesday.
SFMTA issued the parking ticket in question, citation #XXXXXXXXX, to the car at 8:41am Wednesday, May 20, 2015, at [redacted] Street. The fine was $66. The citation was issued because the car was in parked in violation of street cleaning rules on that side of the street. Our GPS logs indicate that the car did not move between the end of this customer's trip and the time of issuance of the ticket.
The ticket was issued fourteen hours and twenty-six minutes after the end of this customer's trip, well within Getaround's window of renter responsibility as stated in our Renter Policies. As such, once the car's owner paid the ticket via the SFMTA website, we billed this customer the $66 price of the ticket so that we could reimburse the car's owner accordingly.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I returned the car exactly to where I got it from. Anything other than this is completely unintuitive and should be called out to the customer explicitly. Tricky things like this do not belong buried in the fine print. I'd still like the $66 refunded. Thanks!
Final Business Response /* (4000, 9, 2015/07/08) */
Getaround's renter policy regarding parking is echoed in the pickup instructions for the car this customer rented, which he received in a confirmation email upon booking his trip and accessed through our mobile application when he went to unlock the car:
"...Please make sure to leave the car in a spot that doesn't have street sweeping / no parking for at least 24 hours after the end of your rental."

Hello Revdex.com,We are truly sorry to hear about [redacted] complaint. However[redacted] dispute lies with the SFMTA: we have waived all our associated fees with this charge. The only remaining costs are directly related to the tow and citation levied from parking in a temporary construction zone. A...

breakdown of these fees was clearly included when this charge was issued on 10 August. Golden Gate tow paid AutoReturn $214 on the owner's behalf to remove the vehicle from the Impound lot. The remaining charges are from AutoReturn and were included in the receipt originally sent to[redacted] All tow charges totaled $720.50 as [redacted] correctly states. The remaining $73 is for the citation issued by the SFMTA for parking in a temporary construction zone, again clearly noted in our original correspondence. Unfortunately,[redacted] is mistaken where she returned the vehicle. Our GPS matches the citation, time, and trip data. The car was not accessed between the end of the trip and when it was towed. The SFMTA requires by law for all temporary construction signs to be present no less than 72 hours prior to the enforcement start time (26 July 2017 in this case). The photos included are clearly legible, and have been attached for convenience.Should[redacted] wish to dispute that these signs were not present we have encouraged her to do so with the SFMTA and provided her with information on how to contact the traffic authority to begin her contest. We would like to clarify that our street parking policy is included on the checkout page, in the trip confirmation email, within the mobile app and on our website. We are very up-front about our street parking rules and expectations. We also do not hold renters liable for any damage incurred after a rental ends. Renters are only responsible for parking infractions, citations, and any associated costs related to improperly returning a vehicle after a rental, within 24 hours (unless these charges arise from parking illegally).
We apologize for any inconvenience this may have caused.

Initial Business Response /* (1000, 5, 2015/11/04) */
Getaround reviewed this case, based on our investigation we found there was damage reported to us by the owner of the vehicle following [redacted]'s trip. There was no pre-trip inspection completed by the [redacted] before the trip. We ask our...

renters to submit the pre-inspection photos but currently do not require photos. In the spirt of customer service, we extended an offer to [redacted] to settle the outstanding Damage Fee in the amount $375.00, this represents half the amount of the normal damage fee as outlined in our policy.
Per Getaround's Insurance Statement(www.getaround.com/insurance) and our Terms(www.getaround.com/terms):
>In the event of any loss or damage to the car, or any personal property or bodily injury claim, that occurs during the rental period due to any cause regardless of fault, including, but not limited to, collision, rollover, theft, vandalism, seizure, fire, flood, hail or other acts of nature or God, the renter is held responsible, and is required to pay Getaround a fee of $750. For Exotic and Classic cars, a fee of $2000 applies. In the event a renter has violated Getaround's Terms of Service, the fee does not apply, and the renter may be held responsible for the full amount of the claim.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)

[redacted] has two cars which he rents through the Getaround peer-to-peer carsharing platform.
The [redacted] Sonic was involved in an accident during a rental on November 11. We notified [redacted] about this issue and informed him a member of our claims team would follow up to answer questions...

and discuss the repair process. There was a delay in our Claims team reaching out, but they followed up on November 16 to provide details of the repair process. 
The [redacted] was retrieved by one of our valets to inspect the Getaround Connect device - our proprietary hardware - per [redacted] request on November 14. The car was returned to his possession on November 16. Our team communicated with him throughout those two days.

Hi [redacted],We must apologize for our lapse in communication to Mr. Shahi, but wish to make it clear that our annual guarantee is laid out in this article:[redacted]We're very sorry to report that [redacted] was...

found to be in breach of our terms upon review of his guarantee. Specifically:  > "If fraud or tampering is detected, guarantee is forfeited."While investigating the validity of his guarantee it was discovered that for many weekends when his car was listed as "available" -- when it should have been close to the home location as stipulated by the terms of the guarantee -- it was instead in use.We regret that this did not come to light until the review at the very end of his guarantee period, resulting in [redacted] being continuously given conflicting information. However, we have offered a fair settlement prorated for the four months that fraud was not detected, valued at approximately 37% of the full value of his annual guarantee.We wish to address that [redacted] was indeed diligent in requesting updates from us to ensure the validity of his annual guarantee. However due to the nature of the fraud we have detected across all his vehicles we will not be able to offer any further recompense.Thank you for your understanding.
Sincerely,
Getaround