Gett

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 and the matter has been resolved.Even though you still not addressing the issue completelyThe fair wasn't suppose to be that much the fair was like dollarsBut the other girl who I wasn't paying for her stop was farther and cost moreSo my girlfriends stop which was shorter became the dollar stop and then I was overcharged on top of that for the other girls stopBut I'll take it.
Sincerely,
*** ***

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: ***
*** *** ** *** ** *** *** *** *** *** ***
***
***
*** *** * ***
*** *** * ***
* ***
* ***
*** *** *** *** *** ***
*** TRUE Remove from black list multiple accounts and devices

In regards to complaint ID # ***, per our last conversation with Customer ***, it was requested that the customer contact us with her bank on the
line to dispute the charges that she stated were fraudulentBecause the customer did not call back, the charges were not refunded when requestedThe account that has been opened with Customer ***'s name has been suspended for fraud and will not be accessibleAs a courtesy, Customer *** was refunded on 12/**/in the amount of $If there are any other inquiries regarding this matter, please contact our Customer Care Department at ###-###-####Thanks, GETT NYC Customer Care

Dear *** ***, In response to your complaint about the surcharges added to the interstate trips you recently took, we have taken steps to make our policies concerning additional fees and surcharges clearer. We have also credited your account $(representing a $refund for each of
the two trips) and hope you will find same to be satisfactory. We appreciate your business and apologize for our lack of clarity. Very truly yours, Krista D’A***, Manager

Hello ***, We apologize for the inconvenience, however after researching we have confirmed that we have not charged your card twice You are looking at "Pending Transactions" which shows you the total amount that is pending for all payments paid by the cardBeing the actual and
correct charge has already posted, your bank should have released the pending funds at this point You may wish to contact your bank so they may further explain what is on shown on the application Please let us know if you have further questions. Thanks,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:
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 emails
I 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 fundsThe 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,
*** ***

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 and the matter has been resolved
Sincerely,
*** ***

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]

This is in response to the complaint file by customer [redacted] for a ride that he ordered from downtown Manhattan, NY to Somerset, NJ. The customer chose one of our deal rides for this trip. The deal ride is an economical ride for any trip from [redacted]. As advertised any ride taken between...

these two points will be $10 flat. If a tip is added, the ride will be anywhere between $11 to $13. 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 zone. The ride from Manhattan, NY to Somerset, NJ is $50.01 before tips, tax, and tolls. These additions caused the ride total to be $75.33. Each of our deal class descriptions and pricing is listed on the home screen of the Gett app. A customer can also input an origin and destination in our app,where a complete rate quote will be given for that ride. All quotes given do no reflect tips, tax, and or tolls. The tot al for this ride is listed as $50.01 under the deal class. [redacted] has used our rate quote feature in the past on a ride , so he understands how the feature works. On January [redacted], [redacted] was given a courtesy $20 coupon because he is a valued silver customer but was informed that the pricing is accurate and a refund would not be possible. Our app is very clear about pricing and presents options on pricing based on the class type that you choose. Below is [redacted]'s order which shows that he selected a deal class and his charges from Manhattan, NY to Somerset, NJ reflect properly. Order ID [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
**
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

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 [redacted]'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 [redacted]'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

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 appreciate the refund, but they have done nothing to stop this from happening to other, unsuspecting consumers. This fee is still hidden within the "Fees and Surcharges may apply mantle," and it is still just as unacceptable and unethical. Furthermore, no, I do not find spending hours of my time fighting for the refund to be "satisfying." Shame on them even more now.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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 ride. This policy is listed in the pricing section of the app. Our system shows that [redacted] had not entered the coupon in the app, which is why his ride was not discounted. As a courtesy, we offered [redacted] a $10 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 $10 complimentary coupon code into his account. Entering the coupon acknowledges that the compensation was accepted. Our records show that Mr Will was not promised a refund, only a credit. Please 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 app. Unfortunately, we are unable to process a refund for a ride #[redacted]. GETT NYC [redacted]
[redacted] [redacted] [redacted] [redacted] [redacted]
[redacted]
*
** [redacted]
*
[redacted]
*
[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]

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]
[redacted]
[redacted]
[redacted]

In response to complaint # ***, if a customer travels from NYC into the NJ area, the customer may be charged the toll for the driver to return back to NYC. This 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 ***. Customer *** was charged correctly for his trip. In regards to the customer's claim that he watched the driver charge double toll fees because he picked up another customer, it is inaccurate. Because we are an app based company, customers are only able to see an order pertaining to themselves on their own cell phone. A customer is unable to see another order come in to a driver's personal device. Our records show that the customer's driver did not pick up another GETT customer until 6:15pm, which was close to 12 hours after Customer ***'s ride ended. Since our drivers are independent contractors, they are allowed to work with several companies in addition to GETT. There may be a possibility that the driver picked up a customer from another service after dropping off Customer ***, but that person was not a GETT customer. Therefore, it is impossible that the driver charged twice for " extras" in the fare. Lastly, Customer ***'s account was blocked when the fare for his second trip on April ***, did not go through. His payment had to be forced manually, which caused his account to be blocked. We will remove the block, but if the credit card on file is invalid, the account will be blocked again. If there are any other inquiries pertaining to this matter, please feel free to contact our Customer Care Department at ###-###-####. Thanks, GETT NYC

Hello [redacted],  Unfortunately, we have not had a promotion for $10 off the next 5 rides.  The promotion that we do have is $5 off the next 10 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 1/**/2017.  Your case reached our refund team on 1/**/2017 and as it was a weekend, it was sightly delayed in reaching your account given it does generally take 2-3 business days to reach the bank.An additional $10 credit was sent to you 2/*/2017 for any inconvenience this may have caused.We apologize for any confusion and hope you will continue to ride with GettThanks,  Gett

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 tolls. This information is only available on the website, which is misleading, as the service is designed to be used as a mobile application. I have attached various screenshots from my phone showing that the app fails to mention anything about taxes and tolls. With 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]

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 **, 2015. Upon receiving notice of your grievance, we have thoroughly investigated the events that transpired and we have provided a...

detailed explanation of the events below. Upon 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 **, 2015 when attempting to verify the card for rides you were attempting to order on this date. Gett will be happy to remove the block on the passenger’s account once a valid card is inputted into the passenger’s Gett profile. As for the ride which was taken the evening of October **, 2015 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 $91.59 with taxes. In addition, Gett apologizes if you experienced any discourtesy from any employees of the Gett customer care team. This is never the intention as we strive to consistently provide the best service possible to our customer’s. Your concerns regarding any interactions with our customer support team have been addressed internally. Because of this, we are happy to issue a Gett ride credit to your passenger account in the amount of $30. 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 wrongdoing. Upon, 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 ride. Sincerely, Gal L[redacted] Gett US Head of Operations

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]

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 fact. Once an order is placed, the authorization fee is charged to the card on file to ensure that the card is valid or isn't fraudulent. It is up to the customer to change the credit card in question before placing an order if they are aware that the card has issues. Contacting 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 charged. The authorization charge showed up three days later on the customer's statement because the card was initially refused. After the system tried to place the charge again, the authorization fee went through. The customer's bank showed the charge after it was finally accepted. Please be advised, charges appear on a customer's statement based on how their financial institution accepts charges. Not solely based on how GETT charges the customer. Our payment systems shows that the authorization fee of $1.00 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 refunded. We 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 problem. This option was suggested to allow the Customer Care Team a chance to walk the customer through the issues that they are experiencing. As 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 problem. If the apps allows it, we also suggest that the customer add the additional card and then delete the one in question.Please allow 3-5 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 $10 coupon for the inconvenience, which will be sent via text message to the customer's cell phone. At this time, there is nothing else that can be done for the customer and the case of the $1 authorization fee is closed, which was expressed via email response and the first Revdex.com complaint. If there are any other inquiries, feel free to contact our Customer Care Department at ###-###-####.GETT NYCProgram Name[redacted]