ComplaintsforRiders Share

• Initial Complaint

  06/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I recently rented a motorcycle through this company's app for what was supposed to be a smooth and hassle-free experience. However, what ensued was anything but that. I rented the bike for $150 for a 24-hour period, only to be hit with an additional charge of $225 for exceeding the mileage limit, which was not clearly disclosed upfront.Despite returning the bike on the same day and within the agreed-upon timeframe, I was shocked to receive such an exorbitant charge. The company's policy regarding mileage limitations is not only unreasonable but also deceptive, as it was buried deep within the fine print and not clearly communicated during the rental process.Furthermore, when I attempted to dispute the charge with their customer service team, I was met with nothing but resistance and hostility. Their refusal to acknowledge their own shortcomings and rectify the situation speaks volumes about their lack of integrity and commitment to customer satisfaction.In conclusion, I would strongly advise against using this company's services, as their policies are designed to exploit unsuspecting customers and their customer service leaves much to be desired. There are plenty of other reputable rental companies out there that prioritize transparency and fairness. Save yourself the frustration and avoid this company at all costs.

  Business response

  06/12/2024

  The mileage limit was clearly disclosed on the listing prior to payment (screenshot attached).

  It is then displayed in the "Review Your Purchase" summary prior to payment (screenshot attached).

  After payment, it is again displayed in the booking section.

  *************************** emailed insulting our host and our company despite the fact that he was in the wrong.

  As a result of this behavior, he was permanently suspended from Riders Share.

  We do not recommend doing business with him.

  Customer response

  06/12/2024

  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.
  
  Regards,
  
  ***************************

• Initial Complaint

  05/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Rider Share is a great idea which facilitates P2P transactions. The process for renting has worked, but in certain situations Rider Share will avoid sticky situations. For example, I rented a motorcycle from a host; at the time of rental I was told there were several changes to the motorcycle. At the end of trip, the host is nickel and dining me for damages due to scratches. The scratches are average wear and tear due to harmful UV light and so on. Rider Share holds no other responsibility other than facilitating the rental. Rider-Share has allowed the host to have knowledge of my physical address. Rider Share does not want to seek ways to improve possible future similar incidents. I was contacted by the **** which is cool to have available. However, Rider Share should be responsible for facilitating arbitration, mediation services, privacy policy development, and hold robust insurance for cases like my own.

  Business response

  05/31/2023

  Response:

  1) ***** damaged the paint on the tank beyond normal wear and tear. We have pictures before and after

  2) ***** was given 3 damage waiver options and chose to furnish his own insurance instead

  3) ***** decided to "file a claim for his lower back pain" only after the Host filed a claim for the paint damage, clearly in retaliation, as he had no complaints during the trip or the day after

  4) We told him we don't have health insurance. This is not legal advise

  ***** was irresponsible with someone else's motorcycle and made a series of false statements, and is now suspended from using Riders Share ever again.

   

  Customer response

  05/31/2023

  Complaint: 20122989
  
  I am rejecting this response because:
  
  I was not irresponsible or retaliatory in reference to my complaint about Rider Share. In my complaint, I had hoped to receive a professional and well-thought-out response. My complaint described areas for improvement that might help reduce stress and limit the strain on both host/owner and renter.Rider Share quickly and harshly responded, and I can reasonably assume my communications shared with *********************************, **************, and **************** were overlooked. (Please see attached files.)

  Rider Share has gone too far in its characterization of my actions. I do not have confidence in its ability to become a more reputable company based on how it treats its consumers. Barring me from using its services based on snap judgments, and which does nothing for consumers and customers. Hopefully, Rider Share changes its position after it considers my reply.
  
  Regards,
  
  *************************
  
  Regards,
  
  *************************

  Business response

  06/01/2023

  Hi *****,

  We stand by our initial response. You caused damage to the motorcycle and decided to take retaliatory action against our host and the platform. We will not pay for the damages you caused.

  Furthermore, you continue to stand by false and inaccurate statements about the company and our actions, so we ask that you withdraw this dispute or face a defamation lawsuit.

  Thank you,

  *********

  
  

  Customer response

  06/01/2023

  Complaint: 20122989
  
  Dear *********,

  I do not agree with your many, if not all, statements about my character, and I cannot tell you if pursuing a lawsuit will be beneficial for anyone. Overall, I was dissatisfied with Rider-Share policies regarding wear and tear. (Please review your policies and compare the situation to my own, and hopefully you will understand my confusion.) If you have recently reviewed the user terms, boilerplate statements cannot and will not cover every case. I do not expect you to understand my opinion. However, I was surprised the user terms include, "Owners are entitled to request Reimbursement from the renter as part of the rental agreement." In my personal experience, I would be more comfortable speaking with a third-party (i.e. Rider-Share) to prevent any confusion and tension between disputing parties. 

  As for not having the privilege to use Rider-Share in the future, this is a free country. You are welcome to deny me service. However, I did enjoy using Rider-Share up until the dispute process for normal wear and tear became adversarial and too personal. If there is no longer any confusion about the situation, I would be happy to reconsider using Rider-Share services. Again, you are invited to ***** me the privilege to use Rider-Share especially since I plan to seek out a P2P business to rent my motorcycles. 

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

• Initial Complaint

  04/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Date of Transaction 04/17/2023 Amount Paid to Business $29 Businesses committed a "Riders Pass"The nature of this dispute is my rights as a consumer. In **********, I am legally allowed to cancel a subscription without being forced into a contract/agreement of any kind.SECTION 1. Section ***** of the Business and Professions *********** addition to the requirements of subdivision (b), a consumer who accepts an automatic renewal or continuous service offer online shall be allowed to terminate the automatic renewal or continuous service exclusively online, which may include a termination email formatted and provided by the business that a consumer can send to the business without additional information.************************************************************************************ The business has not admitted fault and no resolution to my consent has been permitted. User profile account ************************************************************************************

  Business response

  04/20/2023

  This customer enrolled in our ********************** Pass subscription on April 17, 2023, which provides a 25% discount on all vehicle rentals with Riders Share. When enrolling, we advise there are no cancellations within the first twelve months. The customer requested to cancel the subscription today, April 20, 2023, after booking a rental and saving $150.50 with the discount. We advised him of the cancellation terms, and offered a compromise: we would release him from the Riders Pass subscription if he would accept a charge for the amount saved with his pass. The offer to release him from the twelve month term was declined. We are disappointed we were unable to reach a compromise which could be agreed upon by both parties. 
  
  Riders Share, Inc 

  Customer response

  04/21/2023

  Complaint: 19961285
  
  I am rejecting this response because: The business professional codes of ********** are not met by your conditions and accommodations. As a customer, it is within my rights to respond by filing a complaint with the BBB.

  (Source) leginfo.legislature.ca.gov - *********** AB-390 Advertising: automatic renewal and continuous service offers notice and online termination. (******)

  Sec.2 ***** (c) (d)
  (c) A business that makes an automatic renewal offer or continuous service offer shall provide a toll-free telephone number, electronic mail address, a postal address if the seller directly bills the consumer, or it shall provide another cost-effective, timely, and easy-to-use mechanism for cancellation that shall be described in the acknowledgment specified in paragraph (3) of subdivision (a).
  (d) (1) In addition to the requirements of subdivision (b), a business that allows a consumer to accept an automatic renewal or continuous service offer online shall allow a consumer to terminate the automatic renewal or continuous service exclusively online, at will, and without engaging any further steps that obstruct or delay the consumers ability to terminate the automatic renewal or continuous service immediately.The business shall provide a method of termination that is online in the form of either of the following:
  (A) A prominently located direct link or button which *** be located within either a customer account or profile, or within either device or user settings.
  (B) By an immediately accessible termination email formatted and provided by the business that a consumer can send to the business without additional information.
  (2) The termination requirements of this subdivision apply to the automatic renewal terms and continuous service terms of the contract and the remaining provisions of the contract continue to be governed by all applicable laws and regulations.
  
  You did not give me a contract to sign, hence there is no legally enforceable agreement. Your company *** have accepted my offer to remain a customer in spite of our disagreement, but as payback, you have permanently suspended my Riders Share account.
  
  I'll be requesting a full refund of my payment. Included are $316.50 for the rental I arranged and $29 for the "Riders Pass," both of which I do not see as outstanding charges on my credit card statement. I am aware that my account *** not reflect back for up to 10 business days.
  
  Regards,
  
  *******************************

• Initial Complaint

  10/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Riders share is a motorcycle rental ap. I listed my bike for rent. A rider rented it for a day. When he brought it back HE NEVER KNOCKED ON MY DOOR SO WE COYLD INSPECT FIR DAMAGES. he just left it and took off. I notified "riders share" but they didn't care. About 3 days later I took bike to work and as I put the windshield up ,(it is motorized) I noticed it was broken. Price of replacement is over $300.00It is a **** **** K1200LT with no way in the world to know the windshield was broken until you put it up which you do not do until on the highway. I took pictures sent it to two different people on ridership including ************** (Name is only listed this way) to which he started AND I QUOTE ,"after carefully reviewing your evidence I regret to inform you we will not cover the damages" This is neglect,I believe it is breach of contract,as we as just PLAIN OLD Ignorance! IT'D BE ONE THING IF IT WAS NOTICEABLE DAMAGE, BUT WHEREAS THE RENTER DIDN'T EVEN KNOCK ON THE DOOR SO WE COULD INSPECT THE **** HE HID THE **** IT TOOK ME A DAY TO FIND WHERE THIS GUY LEFT THE **** AND THIS COMPANY BECAUSE OF THEIR APP CALLED RIDERSHIP DOES NOT CARE THIS SHOULD BE HELD ACCOUNTABLE IN MANY WAYS

  Business response

  10/26/2022

  Riders Share unfortunately had to decline coverage for ******************** claim as he did not submit the check in and check out procedures required for coverage. We ask our hosts to document the condition of the vehicle at the time of pick up and drop off within the Host Welcome email and Help for Owners section, as well as within their dashboard and via text two hours prior to the check in time). Without conclusive evidence damages were accrued during the claim, we are not able to pursue the renter unless they admit in writing they are responsible. The renter in question denies any issues occurring with the windshield during the ride. In the case **************** had submitted the requirements, it is likely the issue reported with the adjustable windshield is likely a part failure, and could not be attributed to the Renter's acts or omissions. We are sorry to lose **************** as a host as a result of this claim denial, but wish him all the best.

• Initial Complaint

  10/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid to hire a m/bike and decided to have it delivered as an extra option. I asked to move the dates to a day later drop off and pick up. Refused, this meant I would miss the first day of the rental, but I accepted as I would still have the bike for 4 days. The owner couldn't find the address so couldn't deliver. I then accepted to forfeit delivery and fetch the bike myself. Left voicemail with owner and asked to arrange a time for me to pick up. No reply. Asked riders share to help, they weren't interested just kept insisting I forfeit all charges as it's a no show. I just wanted the bike, and was prepared to fetch it but no one cared, if riders share agreed that I paid for a bike and would be refunded as I wasn't allowed to fetch the bike, I could have hired another bike and sorted the refund later. Instead they left me **** miles from home in a hotel room with no bike. I saved for 18 mths and it was absolutely ruined. Sometimes it's not the money it's the bike ride to Daytona. I was deprived of this because something went wrong with an optional extra. The website says if you miss the pick up you have to pay delivery again, it doesn't say you'll not get a bike and will still pay for the bike. Please help me.

  Business response

  10/19/2022

  This customer requested delivery to their vacation rental, and when the host arrived, the Renter was not present to pick up the rental. The host reached out to the Renter to confirm the pickup location and was unable to reach them. After waiting the allotted one hour grace ******* the host left. When the renter reached out to us, we let them know the host may be willing to accomodate a second check-in, but if the host was no longer available, the reservation was forfeit as a "No Show," without a refund. Per the Return and Cancellation Policy the renter agreed to:
  
  Renters cannot cancel a Reservation after the agreed upon Reservation time. Failure to arrive at the agreed upon Pick-up for the Reservation within an hour of the appointed time may result in Renter being charged the full agreed upon amount.
  
  We agree it is very unfortunate the renter missed their check-in and were unable to obtain the rental vehicle. They agreed to our Terms of Service, Reservation Agreement, and Return and Cancellation Policy when creating this reservation. When the issue was brought to our attention, we provided next best steps to recover the rental, and advised them of our Cancellation Policy if recovery could not be facilitated. 
  
  Sincerely, 
  Riders Share, Inc 

  Customer response

  10/20/2022

  Complaint: 18237811
  
  I am rejecting this response because: I didn't see anything on their website stating that if the owner couldn't find the address, I would not be able to fetch the bike myself. (I offered to collect but was rejected) It's not ethically right if the owner isn't available for re collection that I am refused the rental altogether. My sister was home all day, but nobody came to deliver a bike. As far as I was concerned, "worst case scenario", I would have had to fetch the bike myself, but the owner was unable to do this.

  There is a duty of care here, whereby an owner should be prepared for contingencies for such events. But to not be available and still take my money for a service he couldn't supply is unacceptable. If you remember in my first statement, I asked to move the whole rental to a day later as I was only arriving 15H30 from ****** and would lose a day of riding. This was also rejected meaning I already lost a day, but I was still happy to take it a day less but still to pay for that lost day.

  At the end of the day, I think that the owner was dishonest and shouldn't agree to deals he can't fully support. Ridershare should have looked at customer satisfaction. This is the 4th trip I've been on and have never had this problem with Eagle rider. We are planning another long trip in March and will definitely go with Eagle rider as I couldn't imagine 6 bikes going smoothly through the Ridershare process. It would be a shambles.
  
  Regards,
  
  ***************************

  Business response

  10/20/2022

  *******, 

  
  We are empathetic to the fact the loss of your rental vehicle was an inconvenience. The host showed up to the provided address, on time with the rental vehicle, per your request. Upon arrival, he was unable to reach you by phone or through the Riders Share message feature to confirm the correct door for your housing accommodation. After waiting for a while, still unable to make contact, he left the location with the vehicle.

  When you reached out to us about the situation, we advised you to ask the host about arranging a new time for pickup, but reminded you of our Cancellation Policy, and let you know we would not be able to provide a refund if a new check in time could not be arranged. You agreed to our Cancellation Policy when reserving this vehicle, and acknowledged you would forfeit your rental if you were not at present at the appointed time and place for check-in. 
  
  Riders Share is a peer to peer marketplace, and while our hosts tend to be flexible, they do not have the same availability as full time rental agencies.

  We are sorry this rental was not able to be saved after check in was missed. We are regretful to lose you as a customer, but must follow the agreement made when you made this reservation. 
  
  Kind regards, 

  
  Riders Share 

• Initial Complaint

  06/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 22, 2022, I booked a one-day motorcycle rental through Riders Share (**) for June 24, 2022 in **************. I paid: $140 daily rental fee, $35 Standard Damage Waiver with $1000 Deductible, $9 for Roadside Assistance, $35 for Delivery, and a $44 Service Fee. After using a $100 gift card, my Trip Total was $163 that was charged at the start of my reservation. My reservation started on June 24, 2022 at 12PM and was set to end at 9:30PM. At approximately 5:10PM, my rental's rear tire went flat. Once I was pulled over, per ** policy, I notified the owner of the rear flat, and used the ** website to call for roadside assistance. At 5:35PM, I received a call from a ** service rep from *******, **, verifying that the rental was not drivable & needed a tow. That rep informed me that Honk was supposed to respond within an hour. I was continuously receiving text messages stating that they were still looking for a tow truck. Per ** policy, I was able to find a tow directly through the Honk App. I downloaded the Honk app and did not see an option for motorcycle towing. At 6:02PM, I called the ** service number as a tow truck had not been dispatched. I was informed that after the hour ****, I could call for a tow truck not provided by Honk, and would be reimbursed given that I had paid the fee for Roadside Assistance. At 6:17PM, I called for a tow using an outside provider who charged me $328.63. I filed a claim on the ** website, including the receipt and a picture of the flat rear tire, also attached to this complaint.On June 25, 2022, I received an email that informed me I was receiving a full refund of the $163 reservation, and "because we cannot refund more than what you paid, we credited you [sic] account with the balance of the tow (******)". I replied via email that ** credits was not an acceptable form of reimbursement. I have attached the full email in pdf to this complaint. My desired resolution is a $****** payment that's not in the form of ** Credit.

  Business response

  06/28/2022

  
  We are working with this customer to provide a reimbursement for his costs. Thank you! 
  
  Best,
  Kendra 
  Riders Share, Inc 

• Initial Complaint

  06/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 29th, Motorcycle: ****** GSX-R1000 2018 , **** Miles ** the Bike Severity of Incident: Single Vehicle Accident - Stationary Location of Incident: ********************************************** Caim for Booking ID ***************** Description of Incident: Renter called and stated the bike wouldnt move, he can place the bike in gear but it doesnt move in any gear. Called customers service, CS provided a tow for the bike. After Getting the back back to my home, I was told by CS, to find a shop and get the bike there. *** Next day we took the bike to *************, *** shop manager called a few days later sating he heard from the claim adjuster and was told the claim will be covered, Just Send in the a repair break down, Which myself and the shop manager sent over to the claim adjuster. After another 5-7 days of waiting, We called the claim adjuster company (OIG) ***re claim adjuster said everything was good to go, contact rider share to send payment. We call rider share, they have no ideal on whats going on, ask us to call back later on or the next day, as we did, they stop answering the phones. We waited a few days and got ahold of the account **** *** account rep says they decline our claim 7 days ago? Which is crazy as we were been working with both parties and no one every said anything about denial or told us anything, no letters or nothing. Rider Share Platform took advantage of us and has walked away from paying for any damages that are 100% liable for. I have asked to speak to a manager, but every employee is a manager... Rider Share Platform is scamming people out of there bikes and walking away clear n free. We followed every step they asked and they still find away to cheat you.

  Business response

  06/24/2022

  There are several falsehoods with this client's statement, mainly that we agreed to provide coverage. We do not do so until the investigation is completed.

  During the investigation, we instructed the owner to bring it to his shop for a professional diagnostic. The shop declared that "The damage to the clutches of the motorcycle was do to 1 faulty clutch fiber. That defective fiber cause it to rub metal to metal aginst the pressure plate. With these now bad parts, it caused the rest of the fibers and steel clutch plates to get hot/burned up."

   Our insurance terms clearly state that coverage to mechanical components is only applicable in the event of an impact or misuse. Because the shop found that is was a mechanical failure, it does not fall under our terms for coverage. We take pride in resolving incidents that happen on our platform, and do not hesitate to provide coverage to owners while holding renters responsible, when it is found that they are at fault. But this was proven to be a pre-existing condition that the owner would've experienced, whether they used our platform or not. 

  Customer response

  06/24/2022

  Complaint: 17474924
  
  I am rejecting this response because: I have the shop response owner as well, We've been working with the shop and the shop manager has expressed numerous  times that the damage was done by the rider at that time of his riding period. The refused to call the shop and confirm as well after I expressed the shop manager did not say that the damage was done before the rider rented , I asked the company to call the shop again and talk to him the shop owner, they refused to do so, stating if I call him while they are on the phone, they will not say nothing and will hang up.  
  There is no reason for us to lie about whats going on here, rider share doesn't hold up to there agreement. That was a brand new bike with no problems and you have to confirm that before the rider takes  the bike, If the bike was broken/damage or unsafe in anyway, the rider was instructed not to take the bike. 
  Rider Share is lying and refuse to solve the problem. If we can't get a resolution our company will being legal process over $850 of damage.  
  
  Regards,
  
  *******************************

  Business response

  06/24/2022

  After a 3-way call between myself, the owner of the motorcycle and the shop owner; the shop owner confirmed that the damage was not at the fault of the renter. The motorcycle owner apologized and will be taking responsibility for the repairs.

• Initial Complaint

  05/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  first time renting a motorcycle through riders-share. (https://www.riders-share.com/listing/Eo9AwWcAoPoGTvjLL ): Aug 27 @ 5:00pm - Aug 28 @ 5:00pm, made arrangements with the owner for delivery. During delivery when reviewing the motorcycle with owner me and my wife didn't feel safe to process with rental because the motorcycle's height and my wife was not even able to get on it. Discussed with owner and he agreed to cancel the trip. Later owner changed the mind did not cancel the trip called riders-share customer service and asked for compensation. Total trip cost was $144 and my cc was charged for the same, received refund for only $56, however I will be charged $80 for motorcycle rental + $8 for helmet - Total $88. Not satisfied with the outcome and trying to resolve this still with riders-share on their FB (https://www.facebook.com/ridersshare/reviews)and through BBB reviews

  Business response

  05/12/2022

  Per our cancellation policy, there are no refunds for reservations cancelled after the scheduled start time. Due to the circumstances, we offered Vinay a partial refund of $35. The person whom he rented from delivery the motorcycle to him, only for Vinay to refuse the rental due to his wife "being uncomfortable." Again - normally there would be NO refund for a cancellation in this scenario. We are not willing to make any further exceptions for this customer. Vinay has merely been charged for the rental he requested. 

*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. ↩