Complaints

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had several different experiences where I have been charged erroneously. Two unauthorized charges- I was told you can dispute the charges but if you do, your account will be suspended on Gig. I was charged three times for processing fees because they said my account had insufficient funds. I knew this to be wrong and got documentation from my bank showing this and was told it had to be sent to a review board. I never heard anything back and was never reimbursed. I was recently charged twice for time after I had ended my ride. The most recent was particularly frustrating because I called to complain, was told that its an app problem but you didnt call soon enough then saw that they still hadnt ended the rental period and when I called back, they actually showed me as not even having parked the car yet! When I pointed out that I was sitting in my office and not in the car, I was literally told I can only go by what I see on my screen. There seems to be at the least a complete lack of concern for an obvious problem with unauthorized or erroneous charges and at worst an actual of conscious fraud.

  Business response

  05/17/2023

  I have been informed by GIG that members concerns have been addressed and the balance owed has been credited as a good will gesture.

   

  Sincerely,

   

  ***********

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

• Initial Complaint

  04/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  About a year ago, I was driving a Gig car and got hit by another car. This was clearly the fault of the other driver because it happened at an intersection where they had a stop sign but I didn't. At the time of the accident, Gig charged me a $900 damage fee (which I understand since at that point, they hadn't ascertained who was at fault for the accident) plus a $25 "handling fee", all of which I was told would be refunded once the other driver's insurance paid for the damage. Within a matter of days, the other driver's insurance company had looked into the claim, agreed that their driver was at fault, and informed me that they were ready to pay for the damage to the Gig car. It's been almost a year since this happened and I'm still waiting for my refund from Gig. Equally as frustrating is the fact that over the past 12 months, I've called Gig dozens of times and spent countless hours on the phone just trying to get some understanding of what's taking them so long. Every time I call, they tell me the exact same things: that they (the customer service department) don't have access to the status of these cases, that they will put in a request to the department that handles these insurance claims, and that I will get an email back from them within three (sometimes it's five) business days. They have not emailed me back a single time. On many of these calls, I've also practically begged to be transferred to this mysterious claims department or at least to be given their email address so I can contact them directly but every time they tell me that that's impossible.

  Business response

  05/09/2023

  We have been informed by GIG that members concerns has been address.  He was refunded.

  Our apology for the delay in our response.

   

  Sincerely,

   

  Lakshmi Pal

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

  Customer response

  05/11/2023

  Better Business Bureau:
  
  I have reviewed the business's response to my complaint (ID *********. I can confirm that they have issued a refund for the correct amount, as they claim. However, I still believe that the business handled my case in bad faith.

  I made many phone calls to the business over the past year, but these calls produced no results. Only after I filed a public complaint did the business suddenly resolve the issueand they did so almost immediately. This suggests that the business was only willing to address my complaint after it was made public.

   My phone calls were a material waste of my time. In every single one, I was promised that someone would follow up with me, but this never happened. These broken promises further indicate that the business was not interested in resolving my complaint in a timely manner.

  For these reasons, I believe that the business's stubborn inaction was tactical rather than accidental. In the future, I will avoid this business and urge others to do the same.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used a Gig car to get home from a BART ******* late at night. My neighborhood had almost no parking spots. As a woman, I do not want to walk far in the dark, late at night, to get home. I parked in the nearest spot I could find. It turned out that the next day was a street sweeping day on that block. As no one reserved the car (very unusual in my neighborhood), it got ticketed. Gig Car share not only charged me for the cost of the ticket (I think it was $66, PLUS an additional $25.00 "handling" fee) but they also charged me an additional $125 on top of that, nearly TWICE the cost of the ticket, for parking in an "unauthorized location." I requested a refund from Gig, but was denied, as it was deemed a "valid" fee because I had, (again, accidentally) parked in an "unauthorized" parking spot. I also object to this fee, as the information that I read when signing up for *** said that customers have to pay for tickets incurred (which is reasonable), but I didn't see anything about an additional $125 charged for those. I already paid the cost of the ticket, plus an extra "handling fee," the additional charges are egregious and gouging. I want a refund.I think this is an outrageous and egregious charge. I did not realize it was a street sweeping zone (there were many cars parked along that block and the sign was faded and obscured - besides, it was late and I was nervous and just trying to find a parking spot as quickly as possible, as close to my home as possible.

  Business response

  02/26/2023

  We have refunded the unauthorized parking charge and educated as to why since this was a first time offense.

   

  Sincerely,

   

  Lakshmi Pal

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

• Initial Complaint

  01/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company charged me $125 for a drained battery fee when my ride used only 3% of the the vehicles charge. The trip was 1.6 miles and took 8 minutes. This is an excessive fee for such a small service. **************** has been unwilling to reach an agreeable solution.

  Business response

  01/26/2023

  I have been informed by GIG that the charge has been refunded.

   

  Sincerely,

   

  Lakshmi Pal

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

• Initial Complaint

  01/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had rented a car from GIG with my ride ending on 2-27-22. I parked in a legal zone on a primarily residential street in ** where parking spots were in between driveways of homeowners. After I parked, I saw that my tires were in the correct zone with the trunk of my vehicle protruding only slightly but not impeding the driveway whatsoever and leaving space for the owner to enter.I then received a notification from GIG that my vehicle was towed and impounded the next morning on **** with a charge of $826 in addition to a parking citation fee of $133. I was not notified at all when this citation occurred nor when the car was initially taken to the impound. I was also not given a breakdown of the $826 of tow fees that was charged to my account which I had initially requested from Gig in email.I have contacted GIG about this and they have not listened to my side of the story. I have seen that same spot used by numerous residents of the street all of whom have been able to park there with no problems. My roommates have also used their personal vehicles to park there.The member support team from GIG has been impolite and pestering me with their list of charges without even listening to my side of the story.

  Business response

  01/12/2023

  GIG is willing to give him a 25% discount ($239.75) on the entire balance if they were to call and pay it in full. But, they are responsible for the charges and are now in collections.
  

   

  Sincerely,

   

  Lakshmi Pal

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

  
  

• Initial Complaint

  12/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented a vehicle on was yesterday on December 27th I had the vehicle for a possibly 3 hours. At the end of my trip the battery was low I called customer support and tried to have them turn on the charger and double checked to make sure that they would adhere to their policy about not charging me for charging their vehicle. ***** talking to their support representative "*******" she explain they do not reimburse you for your time charging the vehicle and that for the hour and a half required to charge the vehicle I would be charged approximately 45$ witch is clearly in contrast to their written policy witch is clearly posted on their website. Witch is posted as a faq on their site.. as stated in their faq "How do I get my refund for what I spend on fuel/charging?" Clearly the money spent on charging the vehicle would include the charges I am charged for the time it takes to charge the vehicle. This is the largest expanse while charging their vehicle. In essin s I am paying 59cents a minute to charge their vehicle. They are paying 15 cents a minute for the electricity. I am the one footing the charging costs. So their claim to reimburse or not to charge you for charging is false. So after coming to that realization I decided to instead of pay them to charge their vehicle I parked the vehicle next to the charging station so the next customer could charge it if they would like or they could send somebody out to come charge their own vehicle, If they're going to violate their policy on charging fees and cost to charge the vehicle I don't feel like I should adhere to it either. So having parked the vehicle safely and in a good spot. *** car decides to charge me for low battery and vehicle retrieval. Mind you the car was literally ************************************** parking spot. To Remedy this gig car needs to clearly state that they do not reimburse you for charging on their website. So that customers can factor in that charging cost when they budget for rental.

  Business response

  01/04/2023

  GIG has advised that they are waiving $400.00 in charges.

   

  Sincerely,

   

  Lakshmi Pal

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

• Initial Complaint

  12/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The business emailed me today letting me know that they will be charging be $125 for a low charge fee on a car I rented a few days ago, despite not being given any notice of such a charge being possible. 1) All of their cars in the ********** region are low charge whenever I rent. When I finished my ride, I still had 20 miles left at least, how am I supposed to know when low is too low? Why wasn't I prevented from taking the vehicle in the first place? It's obvious they just wanted the money. 2) In the app, I wasn't prevented or warned that I would incur this kind of fee if I took the low charge vehicle and returning it with low charge. They are let me take the car like normal - it's one thing if they did this with a $5 or $10 fee but $125?! For a fee that high every user should know when they are at risk of something like that! 3) I'm sure somewhere in their terms somewhere in fine print they are allowed to do this. However, they didn't put forward a good faith effort in making me avoid this terrible experience. Some people don't have that much money to throw around.

  Business response

  12/20/2022

  Hi ***

  
  You can close this file.  Member has been refunded $125.00.

   

  Lakshmi Pal

  Member Relations

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

  Customer response

  12/20/2022

  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

  09/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented a car with GIG august 23rd and dropped it off august 23rd at around 5pm. Apparently that car was towed august 25th at around 9pm and received a ticket. I am aware that GIG has a 12 hour policy where if you rent a car and end the rental, you are not responsible for any costs 12 hours after you have ended the rental. Ive been emailing and arguing with GIG because they dont to honor this policy and are charging me almost $600.00 I dont have.

  Business response

  09/20/2022

  While the customer dropped the vehicle off at 4:53 PM on 8/23/22, the vehicle was impounded on 8/25/22 at 9:24 PM. This is longer than 12 hours from the end of the trip. It was impounded from from **********************************************************************************************************************, and impounded by ******************** - ********************************************************* 94702. 

  The charges are as follows:

  Impound Charge- $390

  Processing & Handling - $25 (as seen on our website under fees and rates)

  Retrieval - $150 (as seen on our website under fees and rates)

  Unauthorized Parking - $125.00 (as seen on our website under fees and rates)

  In our Member Agreement section **** Payment of Fines and Administrative Charges it reviews the fact they are responsible for parking violations that occur in connection to their rental:

   

  "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."

*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. ↩