Gett

Revdex.com:At this time, my complaint, ID [redacted] regarding Gett has been resolved (By clicking "OK", your complaint will be closed as Resolved.) Sincerely, [redacted]

Please see attached: In response to complaint ID # [redacted] , when a customer enters a credit card into the GETT app and sets that card as a default card, that is the card that will be chargedIf multiple cards are on file, the app will not automatically charge another card on file if the set default card does not workCustomer [redacted] was explained how our charging system functions when she contacted us April [redacted] & ***The only option available is for Customer [redacted] to remove her credit card and uninstall/reinstall the GETT app to refresh it, which was also suggested to Customer ***Customer [redacted] sent her email inquiry in on April [redacted] at 8:50am and was responded to on April [redacted] at 9:53amThe reply included what the $charge was for as well as the time frame that the $would be reversedEvery time an order is places, the default card on file is charged a $or $pre-authorization fee to ensure that the card on file is validThat fee is refunded within 24-hoursThe amount of $is listed as outstanding because the default card on file has been declined for insufficient fundsThat balance will continue the dunning process until Customer [redacted] manually deletes the card with the issue, uninstalls the GETT app, reinstalls the GETT app and inputs a new form of paymentIf Customer [redacted] needs to be walked through this process, we will be more than happy to assistOur Customer Care Department can be contacted at ###-###-####Thanks, GETT NYC

In regards to complaint # [redacted] , customer [redacted] initially contacted our company via email .The customer was informed that there wasn't a record in our system in which he manually entered his coupon into his GETT accountAs a courtesy , because he was a first time rider, we issued [redacted] a $coupon towards a future ride [redacted] ***, accepted the new code and manually entered it into the coupon code section of the GETT appOur coupon policy is located in the pricing section of the GETT appIt states that all coupons must be manually entered before a ride is takenPlease see the correspondence via email & [redacted] with [redacted] belowHe was never promised a refund back to the credit card on fileThis matter has been resolved-GETT NYC Customer Care EMAIL: [redacted]

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 and the matter has been resolved Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: There is no information on the Gett App about taxes and tollsThis information is only available on the website, which is misleading, as the service is designed to be used as a mobile applicationI have attached various screenshots from my phone showing that the app fails to mention anything about taxes and tollsWith the information presented to the customer in the mobile application, the customer would assume that the airport rates are flat, and would have no reason to think otherwise In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I never authorized this charge with Gett and the $coupon I was promised was never applied to my accountI should never have been charged on my credit card and this is an unauthorized chargeI was promised a full refund over the telephone (and not on [redacted] ) and was told it was being sent to the refund group for processing In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

Hi ***,I have had the opportunity to research the history of your order and speak with our Customer Care department about your phone conversationI would like to address the concerns you stated in your complaint letter:It appears to be some confusion with what actually occurredI would like to begin by sincerely apologizing for the frustration you encountered when speaking with our Customer Care departmentWe take pride in meeting our customer’s needs and providing them with an immediate solution.Your order took place on May **, 2015, and you were charged $42.10, which included a $stopThe correct price for the trip was $you were overcharged by $The fare was not charged to your credit card, it was charged as a complimentary Gett coupon, which we generously give our users to use towards their first rideIt appears that your account was inadvertently blocked by our system, which has since been unblockedAt no time do we ever, or have the ability to block user’s from calling our Customer Care office from their phone***, I would like to wipe the slate clean, and extend to you a $coupon as refund for your first ride, and for the inconvenience you encounteredI will text the coupon code to your phone number on your accountWe welcome you back to use our service

Revdex.com:At this time, I have not been contacted by Gett, Incregarding complaint ID [redacted] .Sincerely, [redacted]

In response to complaint # [redacted] any customer that rides from NYC to NJ will incur toll fees for said rideCustomer [redacted] received a price quote for the ride to ERW, the quote information stated that the base fare did not include tips, tolls, and taxesAnytime a customer inputs a pick up point and a drop off point, they will receive a quote pop up with the details of the chargesA fare of $+ $+ $totaled $Customer [redacted] was incorrectly charged the in the toll fee, which is why a refund of $was processedThere was also a tax for $that was chargedGETT makes sure to communicate tax, tips, and toll charges in several sections of the appOne in the pricing section ( $ ) and the other in the fare quote sectionWe are sorry that the customer did not read the charges pop up fully, but these additional charges are stated in the appUnfortunately, we will not be able to adjust the remainder of this rideIf you have any other inquiries regarding this ride, please contact our Customer Care Department at ###-###-####Thanks, GETT NYC [redacted] ***

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 and the matter has been resolvedAs I filed the compliant, I did call Gett once again to see what was going onA senior executive took my call was ensured me that she would personally take care of the issue and that I would be refunded directlyI have reviewed my bank statements and saw that they have now refunded me the money I was owed even though it took almost weeks to do so when it should have been 3-business days as I was originally told Sincerely, [redacted]

In response to complaint # [redacted] , the customer was informed that all of our coupons do expireAs stated in the pricing policy in our app, " we do not replace unused coupons"Each customer receives either a push notification or a text message ( depending on how their notifications are set up ), when their coupons are expiringCustomer E [redacted] , received a notification of this coupon expiring on January [redacted] via text messageOur $promotion ended in December/January and was replaced with a $promotion, which is why a $coupon was offered to the customerAs a one time courtesy, we will send Customer E [redacted] a replacement coupon via textPlease be advised, if the coupon is not used before the notified expired date, there will not be a replacementIf there are any other inquiries regarding this matter, please contact our Customer Care Department at ###-###-####All pricing and coupon information can be found by visiting the pricing section ( $ ) of the GETT app

In regards to complaint # [redacted] , GETT user policy states that a user must manually input his coupon code into the GETT app before taking a rideThis policy is listed in the pricing section of the appOur system shows that [redacted] had not entered the coupon in the app, which is why his ride was not discountedAs a courtesy, we offered [redacted] a $coupon for a free ride on GETT [redacted] ***'s complaint did go to the refund department and as shown in the initial correspondence, in which he was informed that the coupon code was not entered properly and as a courtesy he would be offered a complimentary coupon code [redacted] entered the $complimentary coupon code into his accountEntering the coupon acknowledges that the compensation was acceptedOur records show that Mr Will was not promised a refund, only a creditPlease see below our email correspondence with [redacted] ***, as well as our records indicating that the coupon code given was in fact entered in the users appUnfortunately, we are unable to process a refund for a ride # [redacted] GETT NYC [redacted] *

Please see attached:In response to complaint # [redacted] , because we are an app based service, we cannot choose which card to charge if a customer has multiple cards on file or wants to switch a card after the factOnce an order is placed, the authorization fee is charged to the card on file to ensure that the card is valid or isn't fraudulentIt is up to the customer to change the credit card in question before placing an order if they are aware that the card has issuesContacting Customer Care via email or by phone to tell them that the card on file is invalid, will not prevent the default card on file to be chargedThe authorization charge showed up three days later on the customer's statement because the card was initially refusedAfter the system tried to place the charge again, the authorization fee went throughThe customer's bank showed the charge after it was finally acceptedPlease be advised, charges appear on a customer's statement based on how their financial institution accepts chargesNot solely based on how GETT charges the customerOur payment systems shows that the authorization fee of $was voided and returned on April [redacted] ( please see below )If the charge shows as voided on our end, there is nothing that can be refundedWe advise that the customer check with their bank to confirm that the charge was refunded.The customer was advised to contact Customer Care directly via phone if the issue still presents itself as a problemThis option was suggested to allow the Customer Care Team a chance to walk the customer through the issues that they are experiencingAs far as the continuous issue with the app allowing to change the default card, we will contact our R & D team in Israel to see if anything can be done to resolve the problemIf the apps allows it, we also suggest that the customer add the additional card and then delete the one in question.Please allow 3-business days for a possible solution on the issue of deleting the credit card on file if the suggested option of adding a card before deleting the other does not work.As a courtesy, we would like to offer a $coupon for the inconvenience, which will be sent via text message to the customer's cell phoneAt this time, there is nothing else that can be done for the customer and the case of the $authorization fee is closed, which was expressed via email response and the first Revdex.com complaintIf there are any other inquiries, feel free to contact our Customer Care Department at ###-###-####.GETT NYCProgram Name [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: fraud In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

Revdex.com:At this time, I have not been contacted by Gett regarding complaint ID [redacted] .Sincerely, [redacted]

In response to complaint # [redacted] , if a customer travels from NYC into the NJ area, the customer may be charged the toll for the driver to return back to NYCThis policy is established in all car service companies and is expressed as " tolls may apply" in our app and on the terms of user agreement on [redacted] Customer [redacted] was charged correctly for his tripIn regards to the customer's claim that he watched the driver charge double toll fees because he picked up another customer, it is inaccurateBecause we are an app based company, customers are only able to see an order pertaining to themselves on their own cell phoneA customer is unable to see another order come in to a driver's personal deviceOur records show that the customer's driver did not pick up another GETT customer until 6:15pm, which was close to hours after Customer [redacted] 's ride endedSince our drivers are independent contractors, they are allowed to work with several companies in addition to GETTThere may be a possibility that the driver picked up a customer from another service after dropping off Customer [redacted] , but that person was not a GETT customerTherefore, it is impossible that the driver charged twice for " extras" in the fareLastly, Customer [redacted] 's account was blocked when the fare for his second trip on April ***, did not go throughHis payment had to be forced manually, which caused his account to be blockedWe will remove the block, but if the credit card on file is invalid, the account will be blocked againIf there are any other inquiries pertaining to this matter, please feel free to contact our Customer Care Department at ###-###-####Thanks, GETT NYC

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] I have already spoken with my bank in detailThe charge is no fault of theirs nor an errorFurthermore I have never experienced such an error with my bank who I've been with for over a decadeI have used the app several times again only to have your company double charge once again on a $ride that posted on March [redacted] but somehow still shows as pending as of todayI have since blocked this app from my card and will spread the word about the fraudulent double charges your company continues to do with absolutely no sensible resolution or claim of responsibilitySuch is usually the onset of class action law suits in this country and I will encourage more people to file complaintsBest of luck! I'll ride with Juno from now on In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

Dear [redacted] ***, Gett would like to formally apologize for any inconvenience or hardship you may have experienced following your ride which took place on October **, Upon receiving notice of your grievance, we have thoroughly investigated the events that transpired and we have provided a detailed explanation of the events belowUpon investigation into the suspension of your Gett passenger account, we have discovered that the account was blocked automatically by our system due to multiple refusals by the credit card on file on October **, when attempting to verify the card for rides you were attempting to order on this dateGett will be happy to remove the block on the passenger’s account once a valid card is inputted into the passenger’s Gett profileAs for the ride which was taken the evening of October **, in question, the ride was ended by customer care manually and no attempt to charge the passenger’s credit card on file was made for this trip, which totaled $with taxesIn addition, Gett apologizes if you experienced any discourtesy from any employees of the Gett customer care teamThis is never the intention as we strive to consistently provide the best service possible to our customer’sYour concerns regarding any interactions with our customer support team have been addressed internallyBecause of this, we are happy to issue a Gett ride credit to your passenger account in the amount of $Finally, regarding the events pertaining to the driver contacting the police, while we cannot discourage any driver or passenger from doing what they feel they must do to ensure their personal safety, or that of the public, Gett sincerely regrets any embarrassment or distress police involvement may have caused at your place of business, especially in this instance when you, a valued passenger, appears to have not actually partaken in any wrongdoingUpon, speaking with the driver, we did inquire as to whether a wallet was found or could still be in the vehicle but the driver has assured us that no wallet was found inside the vehicle following your rideSincerely, Gal L [redacted] Gett US Head of Operations

In response to complaint # [redacted] , GETT's terms of use states that our service does not guarantee specific results when used. Placing any order through our app, does not guarantee a driver will be attached to the order. Customer ***'s order on [redacted] did result in a driver being attached to his... ride, however the driver declined to take the ride. As a independent contractor, the driver has the right to decide which ride order he/she would like to take. Customer [redacted] did receive a $10 courtesy coupon because the driver chose not to continue with the order. GETT is not liable for any driver's refusal to take customer's order nor are we responsible for compensating a customer because he/she chose another method of alternate transportation. When our competitor surges, the customer has to agree to those surge rates before the order is placed. Customer [redacted] chose to accept the surge rates; he was not forced to accept them as he stated in his complaint. Customer ***'s request for $250 in compensation for inconvenience and surge prices is denied. Once a customer decides to use the GETT app, he/she agrees to all of the terms listed in the app. These same conditions are listed on our website as well. Terms and conditions can be found at www.gett.com , at the very bottom of the homepage. This matter is considered closed . Thank You, GETT NYC

Please see attached:In response to complaint # [redacted] , when ordering a ride a fare quote is given to the customer. Before accepting the fare quote, a pop up disclaimer informs the customer that taxes, tips, and/or tolls may apply to the ride. This message is also listed in the pricing section of... our app. A passenger cannot be surprised of additional charges regarding tips, tax, and/or toll because they cannot proceed to the next step without accepting the disclaimer. [redacted] input a pick up and drop off address into the GETT app. If a driver takes a fare from NYC into NJ, the driver will charge the customer the return toll fee. This only applies to rides leaving from NYC to NJ. The only flat fee from NYC to NJ relates to Newark Airport. Other than Newark Airport, there are no flat fees charged to the consumer when traveling to NJ. Reviewing [redacted] 's order, he was overcharged by $3 in the toll fee. The customer was offered a $5 coupon, because a portion of his ride was paid for via coupon. GETT procedure is to reimburse with a coupon if coupons are used on a ride. Because our service is GPS based, we can only charge from point A to point B. Once [redacted] input a origin and destination in the GETT app, our Google based GPS system, calculated the fare and logged his ride as the proper destination , which was the listed drop off point ( see ride transcript below ). So he was not overcharged because the ride wasn't ended fully by the system. Once the driver hit the end button, the ride was logged as ended. As a courtesy, we will refund the $4 wait time and the $3 overcharge for the toll, for a total of $7. [redacted] will see the refund on his statement within 2-3 business days. If there are any other inquiries regarding this matter, feel free to contact our Customer Care Department at 855-20-4388. Thanks, GETT NYC [redacted] ***