Gett

Hello [redacted] , Unfortunately, we have not had a promotion for $off the next rides The promotion that we do have is $off the next rides In your case, we understand that the credit did not apply to the ride that you took as expected and we have happily refunded the entire ride when the claim was filed on Your case reached our refund team on and as it was a weekend, it was sightly delayed in reaching your account given it does generally take 2-business days to reach the bank.An additional $credit was sent to you 2/*/for any inconvenience this may have caused.We apologize for any confusion and hope you will continue to ride with GettThanks, Gett

This is in response to the complaint file by customer [redacted] for a ride that he ordered from downtown Manhattan, NY to Somerset, NJThe customer chose one of our deal rides for this tripThe deal ride is an economical ride for any trip from [redacted] **As advertised any ride taken between these two points will be $flatIf a tip is added, the ride will be anywhere between $to $Rides taken out of the deal area will be charged per zone [redacted] was charged properly because he took a deal ride outside of the deal zoneThe ride from Manhattan, NY to Somerset, NJ is $before tips, tax, and tollsThese additions caused the ride total to be $Each of our deal class descriptions and pricing is listed on the home screen of the Gett appA customer can also input an origin and destination in our app,where a complete rate quote will be given for that rideAll quotes given do no reflect tips, tax, and or tollsThe tot al for this ride is listed as $under the deal class [redacted] has used our rate quote feature in the past on a ride , so he understands how the feature worksOn January ***, [redacted] was given a courtesy $coupon because he is a valued silver customer but was informed that the pricing is accurate and a refund would not be possibleOur app is very clear about pricing and presents options on pricing based on the class type that you chooseBelow is [redacted] ***'s order which shows that he selected a deal class and his charges from Manhattan, NY to Somerset, NJ reflect properlyOrder ID [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: $and their approving of hiring drivers that make police reports (illegal in most states) for getting a one star review is insulting and an example of a failing business that is run by [redacted] personnel in all positionsWhat a sad and pathetic response for what damages I sufferedBut on the bright side at least there is desperate start up companies out there for the less educated and professional 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: $30 and their approving of hiring drivers that make false police reports (illegal in most states) for getting a one star review is insulting and an example of a failing business that is run by [redacted] personnel in all positions. What a sad and pathetic response for what damages I suffered. But on the bright side at least there is desperate start up companies out there for the less educated and professional. In order for the BBB to appropriately process your response, you MUST answer the question above. Sincerely, [redacted] ***

Good Afternoon, We have received your complaint for ID #: *** and upon further investigation, user *** *** account was blocked for fraudulent activitiesGETT's user policy states that only one user/phone number can be linked to one account*** *** account has seven different
phone numbers tied to her accountCell number ###-###-#### and ###-###-#### are both listed under *** *** alone( I've attached the list of phone numbers on the account below ) When a customer creates multiple accounts using different phone numbers, they are blocked for fraud once discoveredLooking through each of the accounts under the seven phone numbers listed on the account, it appears that *** *** and the other users have been referring each other in order to receive free ridesWe apologize for the miscommunication regarding *** *** complaint, however we are unable to unblock the account at this timeif you have any other inquiries, feel free to contact us at ***Thanks, GETT NYC Enter a User Id to search for his devices: ***
*** *** ** *** ** *** *** *** *** *** ***
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*** TRUE Remove from black list multiple accounts and devices

Please see attached:In response to complaint ID #***, 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 *** was explained how our charging system functions when she contacted us April *** & ***The only option available is for Customer *** to remove her credit card and uninstall/reinstall the GETT app to refresh it, which was also suggested to Customer ***Customer *** sent her email inquiry in on April *** at 8:50am and was responded to on April *** 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 *** manually deletes the card with the issue, uninstalls the GETT app, reinstalls the GETT app and inputs a new form of paymentIf Customer *** 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

Dear *** ***, 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*** Gett US Head of Operations

In response to complaint #***, our policy states that GETT does not replace unused coupons in the pricing policy section of the GETT appHowever, as a one time courtesy we will replace Krystyna's unused couponsBecause this is a one time courtesy, we will not refund any coupons that have been
given to and unused by the customerThe GETT app will notify the customer via text message and/or push notification when unused coupons are expiringIt is up to the customer to adhere to the notifications and use the coupons within that notified timeframePlease be advised that all GETT coupons have expiration dates just like any other coupons that a consumer may use for a discountKrystyna can expect to receive the coupon via text message within 24-hoursIf you have any other inquiries, feel free to contact our Customer Care Department at ###-###-####GETT NYC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I would like to know why the funds were attempted to be withdrawn twiceYou have offered no explanation for that phenomenonYour company had already charged me for the ride when days later a second attempt was madeThis is unsettling
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:At this time, I have not been contacted by Gett regarding complaint ID ***I had to dispute the charges directly through my bank in order to receive the refund.Sincerely,*** ***

Hi ***,I have had the opportunity to research the history of your order and speak with our Customer Care department about your phone conversation. I 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 ride. It 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

GETT was suggested to me from a few people who mentioned that it was under $anywhere in Manhattan with no Surges So I started using it for that reason I normally use ***I live in Jersey, howeverAnd *** had been much better for me than taxis when going into NYC and home again ($40-$a trip normally rather than $60-$80)One night I decided to see how much GETT fl would be - and it was even LESS! $a trip Turns out that first trip was randomly charged wrong They didn't add on the toll Which would have made the trip more or less the same price as *** Now when I order an *** from New Jersey to NYC - that price is usually around $31-$ The next morning I was initially so impressed with how much less GETT was than *** I called and had then take my mom to her bus in NYC That trip was $Which is $higher than ***So I called them & this was what brought on my first phone battle with GETT Unlike ***, who only has online/email customer service, which is generally answered between 1-hours, GETT also has a phone numberNormally I have called and they have been very helpful, howeverThis day, wow, they sent on the nastiest, most horrific, miserable people! People who seem to have been trained to pretend numerical amounts aren't higher or lower I asked one woman "is $higher or lower than $30?" Her response was "I don't know, I was never very good at math"Trust me, there is something completely negative and horrific about this company and the way they are trained to deal with errors in payments So once my first issue was resolvedI had an evening when I was out late working and needed to get home fast It was pouring rainNo *** cars were available without a very high surge So I took a GETT car The car was back to being around $31-$ I looked over the rateI took another GETT home a few days laterSame thing Then a few days ago I started seeing something strangeThe toll (which had sometimes been $& sometimes $13.50) was $DoubledI called and they said it would be adjusted Then another few days went by, $ The argument went on with customer service who now said tolls are now $Which is still less than $or $But seriously a few days ago a driver had only added on $- so believe me when I say - the rates are all confusing!! One night when I was taking a GETT home, my friend, who I was texting asked me"How much is the ride?" I said "I don't know maybe $"" what do you mean you don't know?" "I don't know because it changes every single time"
OkaySo due to the constant random price changes I called to complain They hate me there now I have sent so many emails as wellThe responses are never consistent or logical This time I was calling specifically about the random toll fluctuations of two recent drivers They admitted that was wrong and said they would adjust my billsBut as I was looking at one of my billsI saw that one tide I took from the lower east side of Manhattan to jersey city said the trip was miles That trip is 4.5/miles When I asked the supervisor, Pierce, why the mileage was wrongThis was literally what happened "I don't know why""Can you find out?" He literally refused to respond to that issue as if I was crazyI said, go ahead, use any online Map app to see that you have added miles to my tripHe refused Now the thing is, with ***, every bill has a visual map the exact route that was takenSo they can see why a trip was longer than before GETT doesn't provide the customers with a map like *** does, so we have no idea how a mile trip was listed as miles
Overall I probably would have let this one go, but this supervisor seemed to have been told "never engage with a customer who asks why a trip is listed as longer than it was" it was in a nutshell a horrific phone experience, to say the least
My account has been blocked
This is the second time this has happened The customer service phone reps are do out of their element in dealing with simple problems like "why do tolls vary? Why does this trip say it was longer than it should be?" That they push so many anger buttons

In response to complaint #***, our policy states that GETT does not replace unused coupons in the pricing policy section of the GETT appHowever, as a one time courtesy we will replace
Krystyna's unused couponsBecause this is a one time courtesy, we will not refund any coupons that have been given to and unused by the customerThe GETT app will notify the customer via text message and/or push notification when unused coupons are expiringIt is up to the customer to adhere to the notifications and use the coupons within that notified timeframePlease be advised that all GETT coupons have expiration dates just like any other coupons that a consumer may use for a discountKrystyna can expect to receive the coupon via text message within 24-hoursIf you have any other inquiries, feel free to contact our Customer Care Department at ###-###-####GETT NYC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, 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 ***) 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,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The authorization charge was NEVER refunded and I emailed multiple times after that with a reply to the issue and they have completely ignored my follow up emailsI also told them it was the wrong card but they kept the authorization fee which was charged days after the intial ride proving the card was NOT declined for insufficient funds.The issue remains that the app is NOT letting me delete the card to input a new one and I have uninstalled and reinstalled the app to no avail! They refuse to answer my multiple emails thereby delaying resolutionAlso, they kept the authorization charge of $It was never returned and it is over days laterBoth issues unresolved because they refuse to answer any of my multiple emails after April ***!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

In response to complaint ID #***, Customer *** original complaint regarding wait time was addressed one day after the email correspondence was received by our Written Communication teamThe request for wait time to be refunded was granted and customer *** was refunded in the amount of $5.74;
the cost of the wait time plus inflationCustomer *** email was kept open from August *** until August *** to wait for a reply back from the customer regarding the refundAfter that time, the ticket was closed by our Written Communication team. Customer *** reopened the original complaint as a second ticket to then report the driver's behaviorThe driver was reported to our Driver Management Team to understand what happened during the rideThe driver was educated on his behaviorBecause Customer *** original complaint was about wait time, that was refunded the next day, the ticket was closed after sending a response. Our records does not show ten plus emails that was sent by the customer, only twoEach time customer *** wrote in, she was responded toCorrespondence has been attached for reviewUnfortunately, we cannot fill Customer *** request to provide how we onboard driversThis information is internal information only.We are sorry to hear that customer *** had an unsatisfactory experience, and as a courtesy, we have refunded the remaining amount of $back to the credit card on file

In response to complaint #***, customer *** *** emailed our company in regards to being mischarged on 02/**/*** received our automated response that Customer Care will respond in business daysGETT policy states that the SLA with any customer refund is 3-business daysCustomer
*** was refunded and emailed on 02/**/16, which is within the time frame stated when the customer called GETT Customer Care to inquire about the refund on 02/** and 02/**Because the customer created multiple tickets, the duplicate was closed and not responded toThe original email is shown below.This matter is considered resolved. If you have any other inquiries, feel free to contact our Customer Care Department at ###-###-####.GETT NYC *** *** ** *** * *** *** *** ***
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I feel this is advertisingThis Company is scamming customers, and charging more than advertisedTaking a look at Yelp reviews, I am not the only one with this problemThis Company does not hold itself accountable to ethical business standardsGett's competitors: *** *** *** *** *** all have much more transparent pricing policiesI do not think this business should be able to continue to operate if they will continue to be misleading and overcharge their customers
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Hello, Again, we sincerely apologize for any further confusionWe did not attempt to withdraw funds twice as stated in the previous communicationIf the pending charge still showed or still currently shows as pending, it seems as though it is an issue either with the bank or with the banks mobile applicationThe bank should have released the funds from pending status once the transaction posted.Please reach out to the bank to attempt to resolve this issue. Thanks,GettTell us why here

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I feel this is advertisingThis Company is scamming customers, and charging more than advertisedTaking a look at Yelp reviews, I am not the only one with this problemThis Company does not hold itself accountable to ethical business standardsGett's competitors: *** *** *** *** *** all have much more transparent pricing policiesI do not think this business should be able to continue to operate if they will continue to be misleading and overcharge their customers
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***