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:12/04/2023

  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 used this service only one time ever, in May of 2021. I noticed a charge from this company in November of 2023 for $2.50. I researched this charge online to learn that many other users experienced the same thing happening. The company kept my credit card information and charged me an unauthorized charge over a year and a half later.

  Business Response

  Date: 12/14/2023

  The company refunded $2.50, removed your card and added $15 credit to your account. Please let us know if you don't see this reflected by e-mailing ** on *************. 

  Thank you. 

  Go X

• Initial Complaint

  Date:12/04/2023

  Type:Billing 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.

  After deleting my account, the company kept my credit card on file and was charged 2 years after I deleted the account for some unknown reason

  Business Response

  Date: 12/14/2023

  HI, 

  The customer was refunded $2.50 fee and was credited $15 to their account. Also, their card was removed entirely from our system. 

  Thank you.

  Go X

  Customer Answer

  Date: 12/16/2023

   
  Complaint: 20953004
  
  I am rejecting this response because: I do not want an account with this business, I expect all personal data to be deleted.

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

  Business Response

  Date: 12/18/2023

  Customer's account was deleted per their request.

  Customer Answer

  Date: 12/18/2023

  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

  Date:12/01/2023

  Type:Order 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.

  We used this scooter rental in March 2021. Then, on 11/25 - 11/30 we were charged a small $2.50 fee. These are unauthorized transactions. Please view this thread (******************************************************************************************************) as it shows the hundreds of people this company is scamming. Not to mention in 2020, this company was operating with illegal permits (*****************************************************************************************************************************************).

  Business Response

  Date: 12/11/2023

  The customer was refunded $2.50 and credited $15 into their account. 
  

  Thank you. 

  Customer Answer

  Date: 12/11/2023

   
  Complaint: 20942899
  
  I am rejecting this response because: 

  You are failing to comprehend my complaint. This was an UNAUTHORIZED transaction. This business operated illegally with fake permits. If you look at the Reddit thread that was attached, you would see this business is committing fraud. Please further investigate this business as a whole. 
  

  Previously: 

  We used this scooter rental in March 2021. Then, on 11/25 - 11/30 we were charged a small $2.50 fee. These are unauthorized transactions.

  (******************************************************************************************************) 

  Business Response

  Date: 12/13/2023

  Hi,
  The business is licensed to operate legitimately and we have reversed the charge that you have on file. The company also addressed the thread you have attached in question. We further removed your card and added credit to your account. What else can we do? 
  

  Thank you. 
  

  Go X

• Initial Complaint

  Date:11/29/2023

  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 took a ride on this companies scooter in May of 2023. I paid for the scooter and was done. However in November of 2023, I received a random $2.50 "surge fee" for a company and ride I haven't used in over 6 months.

  Business Response

  Date: 12/09/2023

  The ride was refunded, card removed from your account and $15 credit courtesy credit was added. 

• Initial Complaint

  Date:11/28/2023

  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 11/27/2023 my banking statement shows a fee charged to me for $2.50 from 11/27/2023DEBITVISA DDA PUR AP ****** GOSCOOTSURGE FEE GOXAPP COM * CA -$2.50. According to my bank it was from a GOXapp for scooter rental. I also got a text from them indicating that I was undercharged for my last ride by this amount.The only time i ever rented a scooter was on vacation two years ago! and only for 10 minutes.I also do not know how this company got my phone # to text me. I tried to contact them on the 3 the text was from ***********) cannot connect.

  Business Response

  Date: 12/08/2023

  You have been refunded, your card removed and we added $15 credit as a courtesy. 

• Initial Complaint

  Date:11/26/2023

  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 have been billed for weeks after renting and returning a scooter for my son for 10 minutes in ************* ******* ! The charges are nonstop they have already taken 22 dollars from my account and have billed me for over 800 dollars more .. I ended the ride on the app after ten minutes and returned scooter to the ice cream shop where there were 10 more scooters

  Business Response

  Date: 12/07/2023

  Dear Customer,

  We are not able to locate your account using the phone # or e-mail provided. Also, after reviewing screenshots we see that Go X charged you $30 successfully. There are charges from Bird, but those are unrelated (it seems). However, can you please provide us with an e-mail or phone # associated with your account, so that we can track it down and help resolve this issue for you? 

  Thank you. 

  Customer Answer

  Date: 01/02/2024

  From: ************************************ <************************>
  Subject: #********.

   

  My name is ********************************. The go x scooter company is fraudulently charging me and also attempted to charge me over 600 for a scooter. I rented this scooter for under fiteen minutes across the state in ******* *******. I filed fraud charges with my bank and they continue to bill. My concern is that they will successfully manage to charge that 600 dollar fee from BIRD and leave me and my son stranded as I am a single mom . They are denying that this bird company is even affiliated with them. Bird when contacted said they are the collection agency for Go X.  I need immediate help with this ************ that should be shut down.  I should have never been charged any more than there 15 fee and they have been billing nonstop !!!!!! The scooter was returned, the ride was ended properly on the app. I deleted the app, and  it needs to stop.  THis company should be held accountable ! 

  Business Response

  Date: 01/02/2024

  What's your phone # so that we can locate your account? 

  Customer Answer

  Date: 01/03/2024

   
  Complaint: 20917490
  
  I am rejecting this response because: I cannot respond with my number any other way as they refuse to give me contact information ! ************??
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/03/2024

  ********,

  We can't locate an account under ********** phone number. Do you have any other number that you used with Go X? Also, based on the amount being charged, it seems like you have an unpaid ride with Go X that we are actively trying to recoup payment for. 

  Thank you.

  Go X

• Initial Complaint

  Date:11/26/2023

  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.

  used this company's scooters 2 years ago in ******. got a random charge on my credit card for a small amount. checked online, and they did this to many others. when signing up to use the scooters the contract stated that my credit card would not be kept on file. but it was.

  Business Response

  Date: 12/07/2023

  Hi,

  Can you please provide phone # or e-mail associated with your account? We are unable to locate it using the data you left here. Also, these charges should have been reversed, your card removed and account credited with $15. Please let us know if that has already occurred. 

  Thank you.

• Initial Complaint

  Date:11/24/2023

  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 was charged a service fee more than a year after using their company. They kept my credit card information without asking and I'd like the money back.

  Business Response

  Date: 12/07/2023

  Can we please get an e-mail or phone # associated with the account? We believe that this fee was already refunded to the customer, but will double check. 

• Initial Complaint

  Date:11/22/2023

  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 used Go X scooters in ****** in May of this year and was charged the appropriate fee. However, many others and I, after 6 months, received a surcharge of "****". This is absolutely unacceptable to be charged months after using your service. There was no indication that there was surge pricing on the app and there is nothing indicated contractually that they would be able to retroactively charge for a surcharge months down the line.

  Business Response

  Date: 12/07/2023

  The customer was refunded immediately when this occurred and was credited $15 into their account for future rides. The issue has been settled. 

• Initial Complaint

  Date:11/22/2023

  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.

  GO X scooters were advertised at $1 to unlock + $0.25 per minute. Did not ride for more than 15 minutes (should be less than $5) but was charged over $10. No receipt or itemized invoice, nor ride history was provided for context, just the charge.Six months later, I get an additional $2.50 surge fee charge (seriously, an extra 25%?) that was not advertised. They said I was undercharged at the time, which I am confident was not. This is an unfair surprise and is billing abuse/deceptive billing. There are many that have also shared the same experience on online forums such as Reddit.

  Business Response

  Date: 05/23/2024

  Dear valued customer,
  We are pleased to confirm that the refund for the unexpected $2.50 surcharge has already been processed, as per your request. We have also credited your account with $15 credit. 

  Upon investigating your case, we have determined that the $2.50 surcharge was related to an undercharge that occurred during your ride. Our system recently identified this discrepancy, and the delayed charge was automatically applied to your account. We want to assure you that this delayed surcharge is not a common occurrence, and we are taking steps to prevent similar incidents from happening in the future.

  We value your past business and sincerely apologize for any inconvenience or confusion this delayed charge *** have caused you. We are committed to improving our billing practices and ensuring that our customers have a clear understanding of all charges associated with their use of our service.
  

  Also, please note that we don't advertise $.25 per min rate, and typically the rate is set by our Pricing Engine that takes into account how busy the service is at that time. The receipt is available in your app and the price is displayed prior to you initiating a scooter ride with Go X. 

  If you have any further questions or concerns, please don't hesitate to reach out to us. We appreciate your understanding and patience as we work to resolve this matter to your satisfaction.
  
  
  Sincerely,

  The GO X Customer Support Team