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:

 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 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 account. As a courtesy , because he was a first time rider, we issued [redacted] a...

$10 coupon towards a future ride. [redacted], accepted the new code and manually entered it into the coupon code section of the GETT app. Our coupon policy is located in the pricing section of the GETT app. It states that all coupons must be manually entered before a ride is taken. Please see the correspondence via email & [redacted] with [redacted] below. He was never promised a refund back to the credit card on file. This matter has been resolved. -GETT NYC Customer Care EMAIL: [redacted] [redacted] [redacted] [redacted]
[redacted] [redacted] [redacted] [redacted]

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

charged. If multiple cards are on file, the app will not automatically charge another card on file if the set default card does not work. Customer [redacted] was explained how our charging system functions when she contacted us April [redacted] & [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 [redacted]. Customer [redacted] sent her email inquiry in on April [redacted] at 8:50am and was responded to on April [redacted] at 9:53am. The reply included what the $1.00 charge was for as well as the time frame that the $1.00 would be reversed. Every time an order is places, the default card on file is charged a $1 or $1.25 pre-authorization fee to ensure that the card on file is valid. That fee is refunded within 24-48 hours. The amount of $12.49 is listed as outstanding because the default card on file has been declined for insufficient funds. That 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 payment. If Customer [redacted] needs to be walked through this process, we will be more than happy to assist. Our Customer Care Department can be contacted 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:

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]

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:

[Your Answer Here]
 
 I have already spoken with my bank in detail. The charge is no fault of theirs nor an error. Furthermore I have never experienced such an error with my bank who I've been with for over a decade. I have used the app several times again only to have your company double charge once again on a $32.63 ride that posted on March [redacted] but somehow still shows as pending as of today. I 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 responsibility. Such is usually the onset of class action law suits in this country and I will encourage more people to file complaints. Best 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]

Hi [redacted],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 occurred. I would like to begin by sincerely apologizing for the frustration you encountered when speaking with our Customer Care department. We 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 $5 stop. The correct price for the trip was $32.53 you were overcharged by $5. 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 unblocked. At no time do we ever, or have the ability to block user’s from calling our Customer Care office from their phone. [redacted], I would like to wipe the slate clean, and extend to you a $50 coupon as refund for your first ride, and for the inconvenience you encountered. I will text the coupon code to your phone number on your account. We welcome you back to use our service.

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. As I filed the compliant, I did call Gett once again to see what was...

going on. A senior executive took my call was ensured me that she would personally take care of the issue and that I would be refunded directly. I have reviewed my bank statements and saw that they have now refunded me the money I was owed even though it took almost 3 weeks to do so when it should have been 3-5 business days as I was originally told.
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 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 Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

In response to complaint # [redacted] any customer that rides from NYC to NJ will incur toll fees for said ride. Customer [redacted] received a price quote for the ride to ERW, the quote information stated that the base fare did not include tips, tolls, and taxes. Anytime a customer inputs a pick up...

point and a drop off point, they will receive a quote pop up with the details of the charges. A fare of $62 + $25 + $2.18 totaled $89.18. Customer [redacted] was incorrectly charged the in the toll fee, which is why a refund of $7.74 was processed. There was also a tax for $2.18 that was charged. GETT makes sure to communicate tax, tips, and toll charges in several sections of the app. One in the pricing section ( $ ) and the other in the fare quote section. We are sorry that the customer did not read the charges pop up fully, but these additional charges are stated in the app. Unfortunately, we will not be able to adjust the remainder of this ride. If you have any other inquiries regarding this ride, please contact our Customer Care Department at ###-###-####. Thanks, GETT NYC
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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. As I filed the compliant, I did call Gett once again to see what was going on. A senior executive...

took my call was ensured me that she would personally take care of the issue and that I would be refunded directly. I have reviewed my bank statements and saw that they have now refunded me the money I was owed even though it took almost 3 weeks to do so when it should have been 3-5 business days as I was originally told.
Sincerely,
[redacted]

In response to complaint #[redacted], the customer was informed that all of our coupons do expire. As 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 expiring. Customer E[redacted], received a notification of this coupon expiring on January [redacted] via text message. Our $30 promotion ended in December/January and was replaced with a $10 promotion, which is why a $10 coupon was offered to the customer. As a one time courtesy, we will send Customer E[redacted] a replacement coupon via text. Please be advised, if the coupon is not used before the notified expired date, there will not be a replacement. If 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.

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]
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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 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 [redacted]. Customer [redacted] 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 [redacted]'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 [redacted], but that person was not a GETT customer. Therefore, it is impossible that the driver charged twice for " extras" in the fare. Lastly, Customer [redacted]'s account was blocked when the fare for his second trip on April [redacted], 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

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. However, to be clear the $1 charge was NOT voided as my bank stated that it was NOT refunded. I await the the resolution for app issue. I don't need to call them when I have already done the steps necessary as it is NOT rocket science. I await the credit to be sent via text.
Sincerely,
[redacted]

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 account. As a courtesy , because he was a first time rider, we issued [redacted] a $10 coupon towards a future ride. [redacted], accepted the new code and manually entered it into the coupon code section of the GETT app. Our coupon policy is located in the pricing section of the GETT app. It states that all coupons must be manually entered before a ride is taken. Please see the correspondence via email & [redacted] with [redacted] below. He was never promised a refund back to the credit card on file. This matter has been resolved. -GETT NYC Customer Care EMAIL: [redacted]
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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]
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