Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a scooter from Go X, out of ****, ******. April 8, 2025 was the first time using a Go X scooter. I originally purchased $30 with a $5 bonus. I rode the scooter twice on that day, for a total time of 28 min, and 87 sec. They charged my account $28.90. Then they also charged a $3 parking fee to my credit card on April 14th, even though I have a $6.10 credit left on my account. I parked the scooter in the location out of the way of pedestrians and around several other scooters. Their map isn't very clear where to park the scooter. On April 16th they charged my credit card three separate charges $3, $6, and $9. When I contacted my credit card company, I was informed they stopped other charges: April 15th for $12, April 16th, 17th, and 19th all $3 each time. I tried to call Go X with the number *************) they have listed and it hangs up after the first ring. From my research, I see that others have made the similar complaints in the pass.

  Business Response

  Date: 04/21/2025

  Dear ***************************** looked at your ride and you didn't return the scooter to one of Go X locations. As such, we've been attempting to charge you a parking fee for that. However, we will refund you $21 back to your account, so you should be all set and should not see any future charges from us.

  Thank you,

  Go X

• Initial Complaint

  Date:03/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On december ******* we rented scooters in ****, ******. We enjoyed the rental. I rented 3 scooters for us in total. For some reason there was an outstanding balance of a total of $9.00, $3 Per scooter rental. I did not know there was a remaining balance until there was 3 separate charges on my account on March 14th, 2025, AND i received a text saying URGNET: Pay tour unpaid GO X scooter ride or face legal action. I have received 36 charges since than and countless texts. I have tried signing into the app, but there is no bill. I have called the phone number on their website -************, and it is disconnected. I have messaged the through their website contact page I have emailed them at their stated email address - ************* I called their business headquarters listed phone number -************ I have received no responses from any of them.I have written and called day after day after day. I am willing to pay the $9 dollars but there is no way to. Now i am receiving texts threatening legal penalties.

  Business Response

  Date: 04/17/2025

  Thank you for reaching out, and I sincerely apologize for the inconvenience and frustration this has caused.

  After reviewing your account, I can confirm that the outstanding balance has now been properly charged and resolved. You will not receive any further charges or messages regarding this issue moving forward.

  We also want to acknowledge the difficulty you faced in trying to contact us and truly appreciate your persistence. Our team is actively working on improving our communication channels to ensure a much smoother experience in the future.

  Warm regards,

  Go X

• Initial Complaint

  Date:03/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented this Go X scooter in ****** on Feb ******* for 46:50 minutes. Why am I getting $42.36 charged for it? The charge $49.99 is supposed to be for all day. Anyhow, I am getting 3 to 4 charges hitting my card every single day. $3, $6, $25, $42.36, which my credit card is obviously declining. There is no number to call and talk to anyone from this company. I am receiving threatening text messages about legal actions. There are tons of pending charges from this company on my statement as I write this. Not sure what are all these charges for.

  Business Response

  Date: 03/03/2025

  Aloha,
  Thank you for reaching out about your experience with the Go X scooter rental in ****** on February 22, 2025. I apologize for the confusion and frustration caused by these charges. Let me clarify what happened and how weve resolved this for you.

  
  For your rental of 46 minutes and 50 seconds, the base charge should align with our standard pricing, not the $49.99 all-day rate, as that applies only to full-day rentals. However, it appears you were also assessed a $3 parking fee for ending your ride outside of designated Go X drop-off spots. We understand this may not have been clear, and as a one-time courtesy, weve waived this fee and refunded the $3 that was charged on top of your ride cost. Additionally, weve removed your card from your profile to prevent any further charges moving forward.

  
  Regarding the multiple charges ($3, $6, $25, $42.36, etc.) hitting your card daily, it seems there may have been a processing error causing repeated attempts to charge your account. Weve addressed this issue, and you will not be charged again. The refunded $3 should reflect in your account within 3-5 business days, depending on your bank. If youre still seeing pending charges, these should drop off soon as declined transactions typically clear from statements automatically.

  
  We take your concerns about threatening text messages seriously and apologize for any distress caused. Theres no need to worry about legal actionthis appears to be an automated notification tied to the billing mix-up, which weve now corrected. For further assistance, feel free to reply here, and Ill ensure youre taken care of promptly.

  Mahalo for your patience,

  Go X

• Initial Complaint

  Date:02/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to ****** from February 10th-17th of 2025 and within this time I paid $30 to use their scooter rental services but the scooters were broken and did not function properly when rented almost every time. I have submitted a refund request with the in app support service but no one is responding and its just a we will get back to you when we can message but no one has returned back to me with an answer. Id like this $30 refunded back to me as soon as possible for the inability to use their services.

  Business Response

  Date: 03/06/2025

  Thank you for reaching out regarding your experience with our scooter rental services in ****** from February 10th-17th, 2025. We sincerely apologize for the inconvenience caused by the scooters not functioning properly during your rental period. We understand how frustrating this must have been, and we appreciate your patience while we worked to address your refund request.

  Im happy to inform you that your refund of $30 has been successfully processed and should be reflected in your account within the next 3-5 business days, depending on your bank or payment provider. If you dont see the funds by then, please dont hesitate to let us know, and well follow up immediately.

  Were truly sorry that your experience didnt meet your expectations, and were taking steps to ensure our scooters are fully operational moving forward. If theres anything else we can do to assist you, or if youd like to share more about your trip, feel free to reach outwed love to make things right.

  Mahalo for your understanding,

  ****

• Initial Complaint

  Date:02/19/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Go X tried t charge me 3.00 over 30 times back in October-November of 2024. Now they are asking me to update my payment method so that I can pay any balance unresolved payment but I do not have an outstanding balance and the company is threatening me with further penalties and/or legal action.

  Business Response

  Date: 02/19/2025

  We appreciate you reaching out regarding your account balance. Our records indicate that the charges in question stem from your previous scooter rental with Go X between October and November 2024.

  During this period, multiple attempts were made to process a $3.00 charge related to your rental, but these transactions were unsuccessful. As a result, an unpaid balance remains on your account.
  

  Our request for you to update your payment method is simply to facilitate the resolution of this outstanding balance. We understand that there may be some confusion, and we are happy to provide a detailed breakdown of your rental history and associated charges to ensure complete transparency.
  

  Please be advised that unresolved balances may be subject to further action, including penalties or collection efforts, in accordance with our terms of service. However, our primary goal is to resolve this matter in a fair and amicable manner. If you believe this charge was made in error, we encourage you to provide any relevant documentation so that we can review the situation accordingly.
  

  We value your past business with Go X and want to ensure a smooth resolution. Please let us know how you would like to proceed or if you have any further questions.

  Customer Answer

  Date: 02/20/2025

  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.
  
  Where the problem lies is that I have updated my payment method on the GoX app, yet still receive emails saying action is needed. On my end, online or on the app, it does not have the option for me to pay said balance of $3.00. So if all I need to do is update my payment method, then I have done that. I am happy to pay the unpaid balance. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:02/10/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have not used this company in over a year, I am receiving emails stating I need to pay unpaid balances or legal action will be taken. This is ridiculous, I have emailed their team asking how or why would I owe them money with no answer. When I was charged each time I had ever used their services, again over a year ago. I have no balance to even show within the app.After reading many articles seeing others have been going through the same situation, this seems very strange to have this as a common issue. This here is to help anyone avoid wasting your time, sending emails, or writing reviews like I am here.

  Business Response

  Date: 02/12/2025

  We sincerely apologize for the confusion and any frustration this situation has caused. After reviewing your account, we can confirm that this was a mistake on our end, and your balance is fully paid. You do not owe any outstanding charges.

  We understand how concerning it must have been to receive these emails, and we appreciate you bringing this to our attention. Our team is actively working to ensure this does not happen again. If you have any further questions or need additional confirmation, please feel free to reach out to us directly at ***************'re here to help.

  We truly value your past support and regret any inconvenience this may have caused. Thank you for your patience and for allowing us to address this.

  
  

• Initial Complaint

  Date:02/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used the Go X app once in *******, ******, on November 18, 2024, for a ride lasting 8 minutes and 5 seconds, with a fare of $8.92, which I paid using Apple Pay at the time of the rental.However, in the days following my rideand continuing up until today (February 10, 2025)the Go X app has repeatedly attempted to charge my account $3 multiple times over the past few months. These repeated charge attempts were flagged as fraudulent by ***************, and none were processed.Out of concern, I contacted ***************, explained the situation, and they confirmed the fraud, leading to the continued blocking of these charges.Despite this, last night I received a text message from ***************** and ***************** stating:FINAL WARNING: Pay your Go X debt NOW or face legal penalties and fines. NO MORE EXTENSIONS. Update payment at ********** or in the app.This is completely unacceptable. I paid in full via ***** Pay at the time of the rental, and Go X has failed to justify these additional charge attempts. I have also tried reaching out to their support team and responding to the number provided, but I have received no ************* is highly unprofessional for Go X to threaten legal penalties over an invalid chargeespecially given the repeated suspicious activity associated with their billing practices. Based on online reports, I am not the only consumer experiencing this issue.I request that the BBB investigate Go X for fraudulent billing practices and unethical debt collection tactics. Additionally, I want confirmation that Go X will cease all further attempts to charge my account and retract any false debt claims associated with my account.

  Business Response

  Date: 02/10/2025

  We appreciate you reaching out and sincerely regret any frustration this situation has caused. We want to clarify the charges and address your concerns.
  After reviewing your account, we confirm that while your initial ride fare of $8.92 was successfully processed via Apple Pay on November 18, 2024, an outstanding balance of $3 remained due to an additional fee applied after the ride. Our system made multiple attempts to collect this amount, but the charges were declined.
  We understand that this may not have been clearly communicated, and we apologize for the inconvenience. As a courtesy, we have credited this balance, and no further payments are required from you. Additionally, we have removed your account from any further collection attempts, and you will not receive additional messages regarding this matter.
  We sincerely regret that you received a strongly worded message regarding payment. While our automated system is designed to notify users of unpaid balances, we recognize that this could have been handled in a more professional and transparent manner. We appreciate your feedback and are reviewing our processes to prevent similar situations in the future.
  Please let us know if you need any further clarification. We truly appreciate your past business with Go X and apologize for any distress this has caused.
  Best regards,
  Go X Support Team
  

• Initial Complaint

  Date:02/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So a couple of months ago me and a couple of friends rode scooters but all of them were broken from other people so we would pay the fee to start them then they would be to broken so we couldnt ride them after finally getting to ride we finished with them and we didnt bring the scooters back and we paid the charge fees for it and I canceled my rides to stop from being charge. The scooter didnt end up stop , so someone rode the scooter in my name racking up 240$ so I tried the help center in the app all I got was a bot that told me it would look into it and never got back to me. Then my card got hacked because of it so I got a new card and still no response, so I forgot about it well recently as of today Ive gotta 3 back to back messages today and after getting the first one this morning I went on and paid my 240$ that wasnt even from me and have proof of it, I got two more messages after that saying I need to pay now or legal action would be taken. I have tried calling the disconnected number. I message the boy almost every hour because I just want to pay the bill and be done with the app. The only the bot tells me if to change it in the app settings but all that does it change my email nothing else pops up. I have emailed them three times with no response. All I want to do is pay my remaining balance and delete this app there is no customer service but they send out spam messages about legal action.

  Business Response

  Date: 02/10/2025

  We sincerely apologize for the frustration and inconvenience you have experienced while trying to resolve this issue. We appreciate you bringing it to our attention, and we want to make things right.
  After reviewing your account, we confirm that your $240 payment has been successfully processed, and there is no remaining balance due. The additional messages you received were sent in error, and we deeply regret any unnecessary stress they may have caused. Please rest assured that your account has been updated, and you will not receive further collection notices.
  We also understand your concerns about difficulty reaching our support team. We are actively working to improve our customer service response and ensure situations like this are handled more efficiently in the future.
  If you would like to close your account, please let us know, and we will process that request immediately. If theres anything else we can assist you with, dont hesitate to reach out.
  Again, we appreciate your patience, and we truly regret the inconvenience this has caused.
  Best regards,
  Go X Support Team

  Customer Answer

  Date: 02/11/2025

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

  Customer Answer

  Date: 02/12/2025

  As of Yesterday this is my second day posting something. I have received another text message today about how I still owe the company money and theyre taking legal action after they said THEY WERE ERRORS. Please stop sending these messages I have paid up and please lose my information.

  Business Response

  Date: 02/12/2025

  We sincerely apologize for the repeated messages and any frustration this has caused. This was an error on our end, and we want to assure you that you do not owe any outstanding balance. We have already corrected the issue in our system and will ensure that no further messages are sent regarding this matter.
  Additionally, we respect your request and will remove your information from our records accordingly. If you have any further concerns, please dont hesitate to reach out to our support team at ************* so we can personally confirm this resolution for you.
  Again, we deeply regret the inconvenience and appreciate your patience as we work to prevent this from happening in the future.
  

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22922478
  
  I am rejecting this response because: Once again I have received another text message about a final noticed the issue has not been resolved yet.
  
  Sincerely,
  
  ***** ******

   

  Business Response

  Date: 02/18/2025

  Dear Mr. *************** sincerely apologize for the repeated notifications you have received regarding this matter. It appears there was an error in our system, and I understand how frustrating this must be. Please rest assured that I am looking into this issue to ensure it is properly addressed.

  I appreciate your patience, and I will provide an update as soon as possible. If there is anything specific you would like me to clarify or prioritize, please let me know. 

  Go X

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22922478
  
  Yes please solve this for me because I am still receiving message from your company once the messages stop the issue will be resolved thank you for your efforts.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 02/19/2025

  You shouldn't be receiving messages from us moving forward. 

• Initial Complaint

  Date:02/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 24, 2025 we downloaded the app for Go X and rented two scooters. The price on the app required we preload $25 to the app for the scooters to be activated, which we did. We rode the scooters to our hotel one time and the total fare for the first scooter was $8.84 and the second scooter was $9.82. So in total, that's $18.66. That would mean we'd have a residual credit balance on our account of $6.34. On January 29, 2025, we were charged a $25 fee for apparently not returning the scooters to their correct location. Now, on February 10, 2025 we are getting threatening text messages about additional "legal penalties", "fines" and to pay immediately. We contacted their customer care *** ****** who essentially said they'd look into things and never followed up. I've since removed our card and will ***ort any other transactions as fraud. This place is scamming money and should be shut down!

  Business Response

  Date: 02/10/2025

  Thank you for reaching out. We sincerely apologize for any confusion and frustration caused by the recent messages regarding your balance.
  After reviewing your account, we can confirm that there was an outstanding balance related to the $25 improper return fee charged on January 29, 2025. However, as a courtesy, we have credited this transaction, and no further payment is required on your part.
  We understand how important clear communication is, and we regret any distress caused by the automated messages you received. Please rest assured that your account has been adjusted accordingly, and you will not receive further notices regarding this balance.
  If you have any additional concerns or questions, please dont hesitate to reach out. We appreciate your feedback and your past business with Go X.
  Best regards,
  Go X Support Team
  

• Initial Complaint

  Date:01/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  18 January 2025 - location ******* ****** I attempted to hire a GO-X scooter that was left on the sidewalk. After logging on and providing payment i found the scooter battery was completely flat. The scooter was left where i found it. I discovered I was charged for the hire and also a parking fee. I then contacted Go-X politely requesting a refund after multiple request (10 messages were sent) I have not been refunded. This is a very poor business model with terrible customer support.

  Business Response

  Date: 02/07/2025

  Thank you for reaching out. Weve looked into your request, but were unable to locate an account under the phone number or email provided. Additionally, we do not see any charges from Go-X associated with your account.

  If you have an alternative phone number, email, or transaction details that may be linked to the charges, please provide them, and wed be happy to investigate further. We want to ensure we address any concerns you may have.

  Looking forward to your response.