ComplaintsforGo Subscription

• Initial Complaint

  07/11/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Very bad business They just me email to return car within 30 days. Where as I still have more than a year remaining on 36 months They also giving options to buy the car which which is way over fair market price

  Business response

  07/18/2023

  The Terms and Conditions on the website, agreed to by the customer upon application, has always permitted the company to cancel a subscription and recall a vehicle at its discretion, which was unfortunately necessary in this instance. This is not a lease contract. All unused days are refunded, and no restocking fee is being charged. The customer received all services for which he or she paid, and was also provided additional options by our customer service team to help with future transportation needs. 

• Initial Complaint

  06/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Drive Go has canceled our car lease due to what ever reason they cannot keep any of there 2022 Vehicles out on the streets. This was very short notice and has put us in a bind, we're trying to do what they are asking for which is to return the car cleaned but the problem is they are not giving us a location where to drop off the Vehicle. we have until June 24th to return the car but I just canceled the insurance as of today by 3pm because we are ready to return the car. Can you please help us, no one in there customer service department cannot tell us what to do, we have been calling since we received there email a couple of days ago

  Business response

  06/22/2023

  Go has spoken with this customer multiple times.  The actual issue here is that the customer demanded the accommodation of a same day return.  The Company clearly explained that as the return locations are not actually owned and run by the company, those location's policies are managed by external parties and as such we could not accommodate.  All outreach has been responded to in a timely manner at all times and we will continue our outreach to coordinate the return of Go's vehicle.

  It is important to note that the customer is required to maintain full coverage insurance on the vehicle per the Terms & Conditions as well as Go's website (***************).  Any damage or loss while the customer has the Go vehicle is fully the customer's responsibility/liability.

• Initial Complaint

  06/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I subscribed to a 2022 ****** ***** ** from Drive Go/Go Subscription and the car was delivered to me on 5/26/2022. I had to pay a $180 delivery fee that was not negotiable and the car was not allowed to be picked up per their website. I also had to pay for the first month's subscription payment up front. The car was delivered with an Ohio temporary registration that expired 6/2/2022. That is just 1 week. Their website indicates it could take 45 -60 days to receive permanent registration. The Issue date on the temporary registration is 4/19/2022 meaning that they should never have delivered this car this late in the process. Their customer service is extremely poor, you cannot actually call someone. You have to schedule a call which is always 3-4 days out. They ask you to email and promise a response in 24 hours, but that has a 50% success rate for us. I live chatted with them more than once telling them I need a new registration, and at first they said it was coming, the second person said for me to use uber and they'll reimburse, and the third said they were working on it. As of today the car has to be parked. Uber is not a thing in my small town (see above about the $180 delivery fee). I have now paid them to deliver and paid them for a month of usage on a car that is not usable. They are not particularly responsive to my concerns. They should refund the delivery fee and replace the car with one that has proper registration, or refund all of my money and pick up their vehicle and never contact me again.

  Business response

  06/03/2022

  **************** has experienced delays in receiving a replacement temporary registration which we have apologized for and explained the situation.  GO uses an outside agency to handle all registrations/plates and there have been delays in dealing with the DMVs.  As a result of these delays and the fact that the vehicle is not able to be driven legally, we told **************** that we would credit every day that the vehicle was not able to be driven until he receives the replacement registration (a copy of the text transcript is attached).  This credit equates to $14.26 per day. 
  
  As for the delivery charge, GO is a 100% digital platform and does not have retail pick up locations.  All of our vehicles are stored at HUBs that are not safe for consumers to be present at nor are they staffed by employees of GO.  If **************** didnt want to pay the delivery charge which is a charge paid to an outside service, not GO he could have cancelled without penalty at any time as this is fully disclosed on our site at the time of reservation.  In fact, because of manufacturing delays on the original vehicle that he ordered he did cancel his order and GO was going to issue the refund (email conversation on 5/18).   He then emailed the same day to rescind the cancellation and move forward with the order.  In this email exchange, **************** acknowledges the delivery charge and at no time refuses to move forward because of this.
  
  If **************** would like to cancel his subscription, we will waive the restocking fee and make arrangements for him to drop the vehicle off to GO.  If he would like to maintain his subscription, we will continue to credit every day that the vehicle is not able to be used and continue to work to get the new registration to him asap.  We are unable to refund the delivery charge though.

• Initial Complaint

  04/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered the car subscription from DriveGo on 2.14.22. The car was delivered on 3.30 (>2 weeks delay). On 3.31 I decided to cancel the services of DriveGo as the car I received was dirty and insurance charges were DOUBLED comparing to the cost info I got from Drivego when I made the order. I notified Drivego that I resign from their services on 4.1. As I did that within the first 3 days the contract says they should have reimbursed all costs. On 4.1. I received a message from the company with an address (***** ** **** *** Miami Lakes, *****) where they wanted me to return the car to. I received info that I need to be there Mon (4.4.) 11AM. On Mon (4.4.) 11AM I arrived at the location. It was a closed parking that I was unable to enter-owned by a company I never heard of (MIFS). I tried to reach someone from Drivego for the next 30min by phone, but I was put on hold with no info. After 45 minutes I managed to reach DriveGo on website chat – they told me I need to wait until someone comes. I informed them I’m already there 45min, and I cant wait longer as I need to go back to work and my pregnant wife who was there with me has a doctors appt. Even though I waited until noon–noone came. I told the agent on chat the car will be waiting for them at my location and I drove back to work. Until now nobody picked it up. On 04.07. I got a text from DriveGo saying that on Mon I arrived at incorrect address and hence no one was there (this was a lie-I was exactly at the address provided by them). They claim they called me later and I did not answer (this may be true as I cannot answer my private phone at work). Because of that they believe they did not do anything wrong and they are forcing me to keep the subscription of the car. I believe this company is a scam and the way they treat customers is outrageous. I want them to take that car from me and I want them to cancel my subscription. I also want all the costs they charged me with ($641.54) to be reimbursed by DriveGo.

  Business response

  04/13/2022

  Responding to the statements made by ************** in order:

  1. The delays of the vehicle were caused by circumstances outside of GO's control: well-documented manufacturing delays due to chip shortages and COVID in the new car industry and delays and DMV due to staffing constraints around the country.  These issues were well documented prior to delivery to ************** and he could have canceled without penalty at any time.  He did not.

  2. The cleanliness of the car was an issue communicated to GO by ************** at the time of delivery.  GO uses a 3rd party service to deliver vehicles to its customers.  When GO was made aware of the condition it immediately offered to address the issue (have the car re-detailed) at no cost.  This was refused by **************.

  3.  ************** is well aware that he is able to use his own insurance as a Florida customer - again, he chose not to.

  4.  Our contract (Terms and Conditions - link here: https://drivego.com/assets/2022/04/GO-Subscription-Terms-****************pdf) does not state anything about reimbursement of all costs.  All refund policies and Peace of Mind Guarantee terms are outlined on our website.  Our refund policy actually states (from drivego.com/faq):

  What if I change my mind after I subscribe?

  You can cancel your subscription for a full refund within 72 hours of confirming your subscription, as long as your delivery time is not within 24 hours. If you cancel after 72 hours from confirming your subscription, or within 24 hours of your delivery time, no refund will be given, and you will forfeit your first months subscription payment (including tax and insurance).

  Our Peace of Mind Guarantee then adds some additional benefit to GO's customers and can be found here: https://drivego.com/guarantee/

  5. GO does not maintain any storefronts or customer locations.  It contracts with a 3rd party for logistics and storage.  As such (and as referenced in our Peace of Mind Guarantee on our site) we do not offer customers the ability to return a vehicle as a matter of policy.   We do not run these locations and cannot ensure a level of service or accommodation. 

  6.  **. ***** did indeed inform us of his intent to take advantage of the PoM Guarantee on 4/1.  He was told we would schedule a pick and per the posted program on our site, would be charged the $195 + tax pick up fee and once the vehicle was back in our possession and inspected, we would refund the difference.  He then proceeded to inundate our employees with text messages and emails in a vehement manner flatly refusing to pay the posted fee.  In other words, he wanted "to have his cake and eat it too".  After much back and forth, we contacted our storage vendor and requested they make a one-time exception to allow **. ***** to drop the vehicle to their Miami Lakes location.  Again - this is a storage location and not a storefront.  This is not something they normally accept or accommodate either.  However, in this instance they agreed and made the exception.  **. ***** was told the vehicle needed to be at the storage location no later than 4:30pm on Monday, April 4, 2022.

  7.  **. ***** was asked to give us a timeframe that he would arrive at the storage lot. He told us he would be there at 11am on 4/4/22.  **. ***** did indeed arrive at the address given at or around the specified time.  However - and again this is a storage lot not a retail establishment - when he arrived, he was not in the appropriate area of the location.  He began texting us at 11:25am to let us know there was a problem finding an employee of the logistics company to transfer possession of the vehicle to.  We immediately began contacting the storage lot to let them know he was there and ask that someone contact him to coordinate getting everyone in the same place.  He stated he was only waiting another 5 minutes (+/-) and then he would be leaving.  Someone from the storage lot called him (while he was still messaging with our agents) and he hung up on them.  The storage lot agent escalated the situation to a senior person within their organization and this person called **. ***** two more times (**. ***** was still at the address for drop off at this time) and the first time he hung up again and the second time he told the storage lot employee that they could come get the car from him because he was leaving.

  8.  It's unfortunate that there was a delay in getting **. ***** together with an employee from the storage lot, but nowhere in our policies does it state that if a customer has to wait longer than anticipated for something does this alleviate them from their responsibilities under our Terms & Conditions or policies at drivego.com.

  9.  Later in the day of the 4th **. ***** began messaging us demanding that we needed to pick the car up and asking when we were going to do so.  We made it clear that our PoM Guarantee clearly stated that the vehicle must be returned in 3 days and he knew this.  He chose to leave with the vehicle rather than work with multiple who tried contacting him to take possession of the vehicle from him.  GO further made it clear that its position is that he is now bound by the Terms and Conditions of the subscription and at this time, if he wants to return the vehicle he is required to give a 30-day notice and would not afforded any refunds whatsoever.

  10.  To resolve this matter, GO is willing to forgo the 30-day notice requirement and re-take possession of the vehicle.  However, per the Terms and Conditions, **. ***** has forfeited the right to any refund.

  Customer response

  04/29/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  1. I was not given any information during waiting period. Initial delivery was delayed and I was the one calling DriveGO asking for information, the only thing I got over the phone is that it will be delayed. No more explanations nor new estimated deadlines. Nothing was also send to me by mail nor e-mail in this regard.
  2. This was refused as I was almost double charged comparing to initial cost estimated while subscribing to the service hence I have requested cancellation of the service.
  3.  Yes, I am aware, but I don't wish to do so. Estimates were not showing additional cost of insurance at all because of that I requested cancellation of the service.
  4.  And I cancelled within the 3 day window as written in guarantee conditions
  5. As per attached text conversation it was not me who demanded nor wanted to return car to physical location. I requested car pick-up but was advised that I should return it to the address at given date and time. This is all proven by attached text messages.
  6.  As stated in original claim. I have proof that: 
  a) I did not request car return to physical location 
  b) I have cancelled service in 3 day period
  c) I have been at the agreed location at agreed time and date for over an hour and no one was able to pickup the vehicle despite many tries of contact via phone, text, web-chat
  d) I have advised GO representative car remains ready to pickup at the location it was delivered
  7.  As above. I did not ask for that. I also did not chose the day and time. I wanted to do it Saturday. All is proven in attached text messages. 
  8.  I have photo and GPS proof I was at the location for over an hour and despite my tries of contact via webchat, text message, phone DriveGO was not able to pick-up the car as agreed with me. There was no one there for over an hour. I had to get back to my work.
  9.  As DriveGO forced me to return the car to physical location and that was unsuccessful because of their fault I requested (as I initially did) car pick-up from location it was delivered. It did not happen till today.
  10.  As per 3 day guarantee I want full refund of all charges. Car remains ready for the DriveGO pickup at the location it was delivered. 

  Regards,
  
  *********************

  Business response

  05/16/2022

  We have received the customer reply.  He just continues to state the same things - there is nothing new that I can provide.  We provided timeline and fact.  We offered exceptions (for instance to drop the vehicle off) for the customer.  He refused to comply with our stated policy on the website that states we will pick the vehicle up but there is a charge of $195 + tax, etc. 
  
  At this time, I'm not sure I'm able to provide any more context than was previously done.  Please advise as to best next step.  We are not willing to offer anymore than we did at the time of the attempted return.  The reality is the customer left our storage (not retail) location with our vehicle while being in contact with representatives of the location. He refused to wait any longer.  It is our stance that by leaving with the vehicle he continued his subscription and we stated so to the customer.  He still chose to not return the vehicle.
  
  Sincerely -
  
  Gabriel
  Gabriel P********* Sr.
  Chief Operating Officer

*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. ↩