Complaints

• Initial Complaint

  09/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Gig car share is attempting to collect approximately $1100 for an accident which they claim happened 12 months ago . Now the account is in collections with their Recovery specialist **** and ******. Gig car share is unable to give me the name of the claimant, name of the claims adjustor representing the claimant , police report, pictures of damage to the claimants vehicle, invoice from the body for fixing any damage to the claimants vehicle or Gig car which was rented by me. The claimant reported the damage 3 days after my cars of my car rental was closed. Gig car does not give me a reason as to why the claimant waited fro 3 days to file a claim, why they are unable to give me the claimants name or phone number for me to talk and address the matter is unclear to me. This happened over 12 months ago. Gig car has not been able to prove the validity or genuinely of the claim which is fraudulent. But they are holding me liable for $1100 in damages. Now the account is in collections. I called them on 8/29/24 to follow up, get all the details, understand and get proof them contacting me. This is an internet based business . So all communication is strictly by phone and email . So I am unable to get all. the information needed to make an informed decision and be clear about the validity of this claim. This seems fraudulent since Gig car is unable to provide documentation to prove the authentic nature of this claim. Since Gig car has sent my account to **** and ******, the debt collector is attempting to call me and pay the debt off in 3 monthly installments Else they will report it to credit bureaus and ruin my credit.To me it seems unethical and lack of honesty in this business transaction . Nor I am able to rent a Gig car which is a violation of civil right and discriminatory practice.

  Customer response

  09/05/2024

  Unfortunately, I do not see any reason to exercise patience in this situation.  Your expectations are not realistic. I can empathize with the person. This is time sensitive and shows lack of respect and integrity in a business context.
  Sincerely,
  ********************************** R

  Business response

  09/12/2024

  Hello,
  
  Member was in an at fault accident and she been informed and we reiterate: Please contact the insurance adjuster for any questions you have. *** does not handle the claims in house and have an insurance company that handles the claims. Claim# AB94952102401 Adjuster: *******, Roslum D ******************************** ************
  
  --
  ***********
  Member Relations - Corporate Headquarters

• Initial Complaint

  07/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Gig has some serious issues with how they are managing their gas reimbursement - and I am concerned they do this on purpose to essentially force users to compensate for their gas usage, which goes against their policy and is theft from their users. They promise to have cars filled with gas, and if the gas is not filled up, we are able to use a Gig-supplied credit card to get gas. However, they almost never actually have functional credit cards in their car, so users are forced to use their personal cards and submit for reimbursement. They make the reimbursement process so confusing, like splitting their reimbursements back to you in random amounts so you're forced to keep track on your own how much gas you've spent.In January, I submitted a reimbursement for gas - I had paid for $39.84. They reimbursed me $21.09, so they still owe me $18.75. I never received this.Last month, I submitted a reimbursement for $36.95 and they only paid me $12.30. They still owe me $24.65. Last month again, I submitted a reimbursement for $46.01. They only paid me $44.63 and still owe me $1.38.They have been shorting me owed reimbursements and making me chase them. Their customer service is completely incompetent and has done nothing to help. I can only imagine they are doing this to hundreds of users and stealing thousands of dollars from people.Gig owes me $44.78 - for doing the job that they failed to do for failing to keep their cars in operating order by having gas in them.

  Business response

  07/17/2024

  We have been informed by GIG management that:

  Provided $50 credits onto the account as a courtesy due to the Member's status and usage with Gig.
  Reached out to Member to discuss other potential processes for fueling the vehicle to lessen the hassle for the Member.

  Sincerely,

  Lakshmi Pal

  ************

  Customer response

  07/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 27, 2024 I checked out a Gig car in ********. The cost was $96.24 for several hours of use. I ***** the cost with friends who were passengers. I returned the car and parked it on *******************, a busy street in ******** as Gig allows. When I parked the car, it was in the same condition as when I checked it out. The passengers in the vehicle will confirm that fact and testify if needed. *** later informed me that they determined that I had damaged the car and that they planned to charge me approximately $1,200. The only proof they have offered is pictures of the vehicle in an unknown parking garage with some damage under the front bumper. I have tried on a number of occasions to get information. The only "evidence" are the pictures taken some time later in a garage several miles away from where I parked the vehicle (Gig admitted this). I asked several questions that highlight the lack of evidence: did another renter enter or move the vehicle after me? Why do they do not have photos in the spot where I parked? When was the damage reported? when were the photos taken? How long was the car parked on ******? How do they know it wasn't damaged while parked? How do they know the damage wasn't present when I checked it out (it is under the car and out of sight).Gig can't or won't offer full responses. Multiple witnesses will confirm and testify that I did not hit anything or otherwise damage the vehicle. *** tries to charge my account daily for a ridiculous amount of money for damages I didn't cause. *** dismissed my legitimate complaints and questions and offer to provide witness corroboration. *** doesn't care who caused the damage -- they just want the money. I've reviewed complaints on BBB and Yelp and my experience is sadly common. So common that it appears to be a part of their business model to make money with fraudulent or excessive damage charges and other fees.

  Business response

  04/19/2024

  I have been GIG management

  Member is not liable for damage fee or fleet retrieval after Fleet Team Lead and Member Experience Team Lead reviewed the complaint
  Both fees have been removed fully from the account.
  Member is able to use account if desired immediately
  *Member stated that the resolution amount was $96.24 but was really looking for both fees to be removed.

  Sincerely,

  Lakshmi Pal

  ************

   

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Two Sunday's ago ************ called a tow truck service to tow a rental that I was currently using, but I had just gotten off work at the time which was on an afternoon. Instead of allowing me to take it back to the nearby city's home zone area where I had originally got it from (which is the only way it can be parked), & ended they went with the tow. Neither me, or the tow truck driver could persuade them otherwise, & now this car share company wants me to be responsible for what their tow partner charges, even though it's their issue to deal with...They need to stop trying to charge my debit card which I cannot see on my account with them, because neither me nor my bank's fraud department will approve it, & lastly I want no further contact from this company... They have similar complaints like this on Yelp.com, with a bunch of 1 star ratings, because of their bad for business dealings

  Business response

  01/19/2024

  I have been informed by GIG management that they have removed the charges as a one time courtesy.

   

  Sincerely,

  ***********

  ************

• Initial Complaint

  12/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Gig car charged me $715.33 in fees I parked a car in a home zone. On December 6, 2023, there was no bus zone. There are no bus stops on that street you can view ********* Maps and the address provided I'm the email from member service was not near where the car was parked. The time frame was between 130pm to 215pm on December 6, 2023. I did not violate policy and I asked Gig Car to contact the city and fix this error. They insisted that I must pay the fine. I have a friend that works for the city and my friend said that was not a bus zone on ****** at in ******* **. Gig Car failed to do its due diligence and committed fraud by removing unauthorized money from my account and defrauding me as a customer. As a minority and a veteran of the ******************; GIG car share has disrespected myself and probably other customers.

  Business response

  12/27/2023

  I have been informed by GIG management that $715.33 is a valid charge. Here is the breakdown  Impound ******, Fleet Retrieval ****** and citation from city ***** second citation ***** from the city. They have waived two charges  $142.95 each total of 285.90

  Member Agreement.
  "You will be held responsible for tickets or towing that were caused by your trip. Avoid tickets by not parking within ****************************** other city service"
  Section **** - "You are solely responsible for the consequences of traffic offenses and violations, criminal activities, parking violations (including in privately operated parking facilities) that occur in connection with your rental of a Vehicle and you agree to pay, when due, all penalties, fines, towing costs and other charges arising from these offenses, activities or violations. If, for any reason, we are required or decide to pay on your behalf, you agree to pay us, upon demand, and your Account will be charged for all penalties, fines, towing costs, or other similar charges, as well as any applicable processing fees."

   

  Sincerely,

   

  Lakshmi Pal

  ************.

  
  
  
  
  

   

  Customer response

  12/27/2023

   
  Complaint: 21011541
  
  I am rejecting this response because: Management says its validity is an insult to the integrity of the *** system. Because I have already explained and mentioned this numerous times. A bogus charge was added to my account unauthorized. With the rise of scams and phishing in the ******* network, *** again fails in an attempt to collect from working-class veterans. Since I didn't authorize it, *** also failed due diligence and has caused hardship for my family.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  10/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Gig car charged me $300 in fees for signage that was put up the morning after I parked a car in a home zone. On October 15, 2023 there was no construction zone. There was a supposed marked construction zone with signs put up the mornings after I parked there so October 16, 2023. The construction time frame was 09/15/23-10/25/23. The afternoon parked the vehicle on the street there we no signs. I live right across the street. I have parked several vehicles between this time frame in the same spot between there dates and they were not towed because there was no construction zone. I did not violate policy and I asked give car to contact the city. I have a friends that works for the *************** and my neighbors said that was not a construction zone until the day after i parked they put the signs up and further more the signs were taken from the another construction project just to block off the street for the next two morning. The dates were valid for another construction project in *******. Gig car failed to do their due diligence and committed fraud by removing unauthorized money from my account and defrauded me as a customer. As a minority frontline medical professional they have disrespected me and probably other customers.

  Business response

  11/03/2023

  I have been informed by GIG management that they have refunded member $300.00.

  Sincerely,

  Lakshmi Pal

  ************ 

• Initial Complaint

  10/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 9/1/23, I received a parking ticket from the ****************. I had never received the physical ticket but I was informed by Gig Car Share two weeks later of the incident. The citation was for $57 and the company charged $25 for processing and an additional $100 for violating their company policy. I had reached out to them regarding this excessive charge and was basically given the simple explanation that these are the fees they charge. As a consumer, I understand the $25 processing fee as they paid for the ticket on my behalf. However, the additional $100 fee was almost twice the amount of my ticket, which is so excessive that I cannot believe it can be a legal finance charge.

  Business response

  10/04/2023

  I have been informed by the *** management that they have refunded member the full amount and have also notified him.

  Sincerely,

   

  Lakshmi Pal

  ************.

   

• Initial Complaint

  09/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used gigcar in mid July of this year. I used my wife's card to use for the ride but it was stolen while we were out. The card was not able to be processed for the ride at the end of that day. I forgot to change the card information to pay the balance. Yesterday which was months after this ride I woke up to money missing from my personal account from gigcar, not my wife's account which was the one that I used for that day. Without my permission they used my old card that used to be on file to pay a balance from months ago. I called and disputed this and all I was told was that it was sent to collections. If it was sent to collections then it is illegal for them to take old card information without my say so to pay a back due balance. They are refusing to refund my account even though that was a card I had only used once on my gigcar account, and said they would try to use any of the old cards that were on file to pay the balance that is due, again without my permission they are charging past credit cards, that have nothing to do with the actual card that was used that day.

  Business response

  09/14/2023

  I have been advised by GIG management that funds have been refund to his credit card. Member still owes the charge and they need to contact GIG and advice the correct credit card to charge.

   

  Sincerely,

   

  ***********

  ************

• Initial Complaint

  09/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Business is a ride share program. Charged me over 600$ for a SUPPOSED flat tire that they claim occurred during a rental. I drove the car for less than 10 minutes, there was no flat when i picked up the car, nor when i dropped it off. I called and emailed several times; when speaking to a person, I was told they would review the issue, yet I would receive response emails very quickly stating that the charge was valid. I was never allowed to give any testimonial, and i do not think they reviewed my case at all. This charge is above and beyond a reasonable charge for this damage, and more importantly, the damage occurred OUTSIDE my rental period, meaning I am not liable even according to their own agreement. I am attempting to reverse the charges with my credit card company, but I am extremely put off by this experience and I feel like I am being completely blindsided/taken advantage of here. I just want the charges removed from my account. I doubt I will use the service again, but it was extremely important for me to have access to this flexible car rental in emergencies, and I am very frustrated to not be able to use it in the future. My account has been on hold, even tho the charges appear on my statements, so even tho i've been charged for damage i did not do, i was locked out of the service. I could understand a fee to fix damage, but this is clearly predatory, both in the amount of the charge, and in the fact that they will agree to investigate or look into the ACTUAL cause of the damage.

  Customer response

  09/12/2023

  I received emails this morning i think prove my point in this case. The company is trying to charge me 4 separate parking violations that would have occurred in the same location I parked the car in question, but multiple days after my rental.
  
  Firstly, Gig's own rental agreement states that you are only liable for violations within 24 hours, so these new charges are blatantly false.
  
  More importantly, I feel that if the car was ticketed exactly where i left it, 2 and 3 days after my rental, that proves they did NOT infact tow said car, nor have any repairs.  

  Business response

  09/13/2023

  I have been informed by GIG management that this GIG member has disputed the charge with bank hence we are unable at this moment to make any adjustments.

  Once she lifts the dispute they are willing to remove the tow charge of $325.00 and the charge for the tire is still a valid charge in the amount of $301.66. 

   

  Sincerely.

  Lakshmi Pal

  ************

   

  Customer response

  09/16/2023

   
  Complaint: 20575058
  
  I am rejecting this response because: I am still trying to see if my credit card company can help me here.  After i uploaded this complain, the company in question added more charges to my account for parking violations.  I spoke with them, and was told it was due to parking in a specific neighborhood with special rules, but the rules are not clearly posted anywhere on there website.  Where the rules are posted for this neighborhood, there is a message saying we are to respect parking rules for 12 hours after our rental, but these new charges are for 48 and 72 hours after my rental.

  The company has offered to waive their fees, but not the charges, which now total over 700 in charges and 300 in fees.  All of this is for one rental, and again, there was no damage during my rental to cause this charge.  I do not want to accept their resolution, because it still implies fault on my part, and it would still result in over 700$ in charges that I do not understand how I am being held responsibly for.  

  I have filed disputes with my credit card company, but was unable to add the new charges because they were pending over the business week, and now on the weekend the credit card dispute center is closed.  I am sorry for all this back and forth, I will be contacting my credit card company on Monday morning to see what the status is and I can update you here if that is helpful.  The people that finally contacted me from gig were polite and tried to explain everything, but considering the damage did not happen during my rental, and these new charges are so far outside my rental, I still feel like they are unfairly charging me.  These new fees especailly, there was no way for me to know I would be need to be aware of rules so many days after my rental.

  
  Sincerely,
  
  *************************** ****

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date: 7/7/2023 GIG is a mobile app based car share service. In their application, cars are shown in a map with pricing in their description. Prices are variable based on minutes driven in the app. I decided to use one to get home from the airport, expecting to be charged a usage fee + the cost of the drive ($0.60 * minutes driven). However, I received a +$20 fee because of a hidden airport startup fee. After contacting GIG customer service, they pointed out that the fee is included in the terms of service upon signup. I reviewed them and did note that it was present. However it was present alongside the normal rates and prices in the terms of service and suspiciously absent in the user app altogether. I think that they are deliberately hiding this information to dupe customers into paying substantially more money for their service while also hiding behind legal language to protect themselves and attack consumers.

  Business response

  07/14/2023

   I have been informed by GIG management that they have refund member $20.00 back to the credit card on file due to some confusion.

   

  Sincerely,

   

  ***********

  ************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩