Vague car rental policy
Overall very disappointing experience, it’s my first time using this app and definitely the last time. First of all, this company has a very vague car rental policy. The guidelines or rules provided by a car rental company that are unclear, ambiguous, and lack specific details. It’s making it difficult for car users to understand our responsibilities, the company’s terms, or how certain processes work (such as fuel reimbursement, insurance coverage, late fees, etc.).
I appreciate the idea of launching a car rental service charged by the hour, but I encountered several issues on my booking:
1) First-time User Promo Not Applied Automatically: The first-time user promo didn’t apply automatically during my booking. It seems like an easy fix to have the promo code automatically applied when a new user is booking for the first time.
2) App Crashes Frequently: The app crashed multiple times, which made the booking process frustrating. You might want to consider working with a more reliable app developer to enhance the app’s stability.
3) Unclear Instructions for Car Collection: There were unclear instructions regarding car collection, leading to delays in my booking. I called a day in advance for assistance, and I was told that the key would be inside the car. However, when I arrived, there were several steps involving tapping the app to unlock the car, taking photos, etc. It would be helpful if team members communicated more effectively to prevent such confusion. Additionally, no instructions were provided in the confirmation email.
4) Confusing Petrol Reimbursement Policy: The petrol reimbursement policy is unclear and confusing. I was told that fuel is not included in the booking so I refilled the petrol to cover what I used but didn’t receive any reimbursement. (So I’m basically paying for the next driver?!)
On a positive note, I’d like to acknowledge Syahmi from customer service, who was incredibly patient and manually helped resolve the issue I had with unlocking the car and starting my trip.
I believe GoCar has great potential, and addressing these issues would significantly improve the user experience.
I appreciate the idea of launching a car rental service charged by the hour, but I encountered several issues on my booking:
1) First-time User Promo Not Applied Automatically: The first-time user promo didn’t apply automatically during my booking. It seems like an easy fix to have the promo code automatically applied when a new user is booking for the first time.
2) App Crashes Frequently: The app crashed multiple times, which made the booking process frustrating. You might want to consider working with a more reliable app developer to enhance the app’s stability.
3) Unclear Instructions for Car Collection: There were unclear instructions regarding car collection, leading to delays in my booking. I called a day in advance for assistance, and I was told that the key would be inside the car. However, when I arrived, there were several steps involving tapping the app to unlock the car, taking photos, etc. It would be helpful if team members communicated more effectively to prevent such confusion. Additionally, no instructions were provided in the confirmation email.
4) Confusing Petrol Reimbursement Policy: The petrol reimbursement policy is unclear and confusing. I was told that fuel is not included in the booking so I refilled the petrol to cover what I used but didn’t receive any reimbursement. (So I’m basically paying for the next driver?!)
On a positive note, I’d like to acknowledge Syahmi from customer service, who was incredibly patient and manually helped resolve the issue I had with unlocking the car and starting my trip.
I believe GoCar has great potential, and addressing these issues would significantly improve the user experience.
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