Getaround

Hi Revdex.com,We're very sorry to hear about this dispute from our renter,[redacted]In the interest of transparency, this dispute concerns 3 transactions:1.[redacted] first trip on 25 July at 10:30am CDT, at a price of $436.72. This was fully refunded on the 25th of July as [redacted] did not...

receive the vehicle.2. [redacted] next trip was booked shortly after the first trip was refunded, again for 10:30am CDT at a price of $404.88. [redacted] requested a refund approximately 1.5 hours into this trip; he claimed the vehicle was not as advertised.3. Our damage fee (or "deductible") of $1000, charged in accordance with our fee schedule: [redacted] was indeed promptly issued a $436.72 refund for his first vehicle, as this vehicle was not available. While[redacted] claims to not have received these funds, we have followed up with him directly about this so he may seek further information with his financial institution. His receipt can be found here:[redacted]Concerning [redacted] second requested refund in his second trip, we did indeed agree to review this request once the vehicle was confirmed returned home. Per policy, we do not offer refunds or cancellations for commenced trips. However, on a case by case basis we do review when requested to see if a refund is merited in the event that services offered were not provided as agreed.Instead, the vehicle in[redacted] possession during his second trip was not returned due to a traffic incident as a direct result of[redacted] actions. Furthermore, the renter in question did not provide us with the information pertaining to his accident which we requested multiple times. Because of this we do not have the evidence required to process this refund request, nor will we now that the matter of this Claim has been settled with our insurance provider.Finally, this $1000 damage fee has been charged as outlined in our terms of service and our fee schedule:"In the event of any loss or damage to the car, or any personal property or bodily injury claim, that occurs during the Trip 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 Damage Fee. In the event a renter has violated Terms of Service, the fee does not apply, and the renter may be held responsible for the full amount of the claim."We hope this statement clarifies our stance on the matter. Please do not hesitate to reach back to us should this dispute require escalation.Thank you,Getaround

Initial Business Response /* (1000, 5, 2015/04/24) */
To Whom it may concern,
Thank you for reaching out to Getaround regarding this complaint. Your complainant submitted a review via Yelp and the Revdex.com regarding his partners rental. Essentially he filed a complaint as a...

bystander, not as a user.
His partner rented a car through our mobile application. At the conclusion of her rental the owner of the vehicle notified us of the vehicle condition at the end of her trip. The owner informed Getaround that the car was dirty and the gas had not been replaced to full. Complainant's partner was the last user of the car. With this knowledge and the fact that the owner inspected the car immediately following her rental, the owner and Getaround determined her to be the responsible party. Following our Community Policies which are posted in our Help Desk, on the owner car page as well as in the confirmation email, we billed the renter for the amount of gas replaced by the owner as well as a car cleaning fee.
The renter responded claiming that she did replace the gas and that the car was already dirty upon pick up. She submitted a receipt providing proof of payment and addressed the cars condition. We reversed the cleaning fee and gas charge and provided the renter a discount on a future rental.
Because our service is based on communication between renter and owner, we rely on data submitted from renters regarding the cars condition at pick up. We provide a very useful feature in our mobile application which allows renters to inform of us the condition of the car upon the start of their trip. Had the renter informed us of the gas level and the cars uncleanliness we could have easily ruled out Complainants partner.
Though it is not a perfect feature, it does encourage communication from our rental community. Through its use we are able to determine which users replace gas and keep the cars cleaned, versus those that may not be the most suitable fit for the Getaround Community. In order for this to be effective, participation from the user is a must.
As of this letter, both the renter and Complainant have been addressed. After voicing his complaint he demanded that we disable his Getaround account, which we obliged. Once he learned his partner was satisfactorily compensated, he then requested his account to be reinstated, which we accommodated.
I hope this letter provides better context to his complaint with you. Should you have additional questions, do not hesitate to reach out to me.
Kindly,
[redacted]
Customer Happiness Manager
Getaround
[redacted]@getaround.com