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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Great service but buggy app
I love using the service, very convenient.
Only wish the app wasn’t super buggy. They tried to use facial recognition that doesn’t work when starting trip. Lock/Unlocking with app almost never works the first time, sometimes refuses to work outright. The Bluetooth option shouldn’t need me to get to airplane mode. App login needs faceID. General UX is lacking needs improvement.
Only wish the app wasn’t super buggy. They tried to use facial recognition that doesn’t work when starting trip. Lock/Unlocking with app almost never works the first time, sometimes refuses to work outright. The Bluetooth option shouldn’t need me to get to airplane mode. App login needs faceID. General UX is lacking needs improvement.
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Go CAR IS BETTER THAN SOCAR
My first trip with GoCar was way better than the last 10 trips I took with SOCAR!
Higher quality vehicles, smell better, look better, bluetooths do not fail, GoCar app runs faster and smoother than SOCAR , the doesn’t feel like it going to fail( which two cars with SOCAR completely failed on me, low voltage failure, and they still tried to charge me full price plus extra)
GoCar is more expensive but you pay for what you get.
Higher quality vehicles, smell better, look better, bluetooths do not fail, GoCar app runs faster and smoother than SOCAR , the doesn’t feel like it going to fail( which two cars with SOCAR completely failed on me, low voltage failure, and they still tried to charge me full price plus extra)
GoCar is more expensive but you pay for what you get.
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Good service
Good cars ,good costumer support and easy to book . Thank you
Needs improvement
Cars are better condition than Socar. But app itself needsImprovement, the Uuser interface is not intuitive, and is very slow and unresponsive. Also the points system for loading money into the app is very un-user-friendly.
NO Reply , no email, threatening me with a fine
Picked up a car 4 time:
1. Each time car was dirty from inside and outside. Understand that the previous drivers didn’t look after it and the large amount of cars that GoCar needs to service it is difficult for them to manage them all.
2. Petrol in the car is usually low or lower then indicated. Each time I left the car with more petrol , again no problem but so t treat me like a thieve. I have taken before and after pictures to proof to you that I topped it up easy 2 bars.
3. Remember the car won’t lock sometimes when you return it, if you don’t contact the customer service they will blame you for that mistake. Make sure that you ring them and they lock it form their end, otherwise any possible damage to the inside or outside “will be claimed that as your own damage even if it happens days after”.
4. Do not run late with rerun, if you do, they block your account make you feel like you have stolen it and will threatening you with a 700RM fine. (Not a Problem understand that some people are doing it, but when you been a customer for a while .... hmmmm not sure if that will work.
5. If you are deciding to request to change account details, updating your account or even cancelling your account or requesting to delete all your details. THEY WILL REFUSE TO DELETE YOUR PERSONAL DATA. while it’s a company policy and government policy to delete all your details, sadly they refuse to delete it and keep it on file. This will lead to legal issues with GoCar.
6. Customer service has been poorly trained. Don’t expect too much and don’t be mad at them as it’s management fault.
Again the concept is great, sadly when you have incompetent staff operating it, you will end up loosing as they WILL send their lawyers onto you for providing this type of review.
PS: do not bother sending them an email as most of the time they claim it’s lost 😂
1. Each time car was dirty from inside and outside. Understand that the previous drivers didn’t look after it and the large amount of cars that GoCar needs to service it is difficult for them to manage them all.
2. Petrol in the car is usually low or lower then indicated. Each time I left the car with more petrol , again no problem but so t treat me like a thieve. I have taken before and after pictures to proof to you that I topped it up easy 2 bars.
3. Remember the car won’t lock sometimes when you return it, if you don’t contact the customer service they will blame you for that mistake. Make sure that you ring them and they lock it form their end, otherwise any possible damage to the inside or outside “will be claimed that as your own damage even if it happens days after”.
4. Do not run late with rerun, if you do, they block your account make you feel like you have stolen it and will threatening you with a 700RM fine. (Not a Problem understand that some people are doing it, but when you been a customer for a while .... hmmmm not sure if that will work.
5. If you are deciding to request to change account details, updating your account or even cancelling your account or requesting to delete all your details. THEY WILL REFUSE TO DELETE YOUR PERSONAL DATA. while it’s a company policy and government policy to delete all your details, sadly they refuse to delete it and keep it on file. This will lead to legal issues with GoCar.
6. Customer service has been poorly trained. Don’t expect too much and don’t be mad at them as it’s management fault.
Again the concept is great, sadly when you have incompetent staff operating it, you will end up loosing as they WILL send their lawyers onto you for providing this type of review.
PS: do not bother sending them an email as most of the time they claim it’s lost 😂
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“That’s not my problem!” - Customer Service
AWFUL CUSTOMER SERVICE!
My husband and I have used them several times and won’t ever again. The cars lately have been dirty on the inside and out. The fuel given is 2 bars. The windshield fluid is empty. They are also 2 times more expensive than competitors. Don’t bother.
The straw that broke the camels back is we had a late drop off by accident. Spoke to them that we were on our way. They were so rude, 700RM fine and a blocked account. “That’s not my problem” was customer services response. Disgusting.
My husband and I have used them several times and won’t ever again. The cars lately have been dirty on the inside and out. The fuel given is 2 bars. The windshield fluid is empty. They are also 2 times more expensive than competitors. Don’t bother.
The straw that broke the camels back is we had a late drop off by accident. Spoke to them that we were on our way. They were so rude, 700RM fine and a blocked account. “That’s not my problem” was customer services response. Disgusting.
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Good rental car with big insurance issue
The price of renting an almost standard car is good and tempting. But not covered properly under the insurance is scary. Any major accident can cost you the total car if you are on fault. It can happen easily. For example raining and skidding the car to the Gaurd rail in highway can cost you a fortune.
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Good car
New Renault model perfect for two people. Only issue we had was previous user left the car with almost empty tank so we had to scramble for the nearest gas station.
Response from developer
Thank you so much for your support! Glad you have enjoyed the Renault car for your journey. We apologise for the empty tank issue, we always strive to improve our app and services to better serve our community. Please stay tuned for better services from us!
Great customer service, easy app use.
Clean cars, fantastic customer service, an app that works as it should and great prices. What more can you ask for!
Great experience
Great car and enjoyable.
Response from developer
Glad you had a great experience with GoCar!
Great service, app could be better
Service overall is pretty good and a great way to get around Malaysia. The app needs some work - can sometimes crash and is sometimes incredibly slow (5 minutes + of trying) to lock/unlock the car sometimes. Service great, app needs work.
Dangerously poor App
For a car rental App which uses the App to unlock, lock, and to report any issues this one is really bad.
Firstly no matter how many times I report a damage VIA the App (with photos attached) they don't do anything. There's a car I booked which had a cracked hole on the front windshield. After 1 month of reporting the same car is still in circulation.
All their cars are downright filthy. And the worst part is everytime you book the car you'll end up fueling it. So the even cost wise this is no substitute for grab or taxi.
Firstly no matter how many times I report a damage VIA the App (with photos attached) they don't do anything. There's a car I booked which had a cracked hole on the front windshield. After 1 month of reporting the same car is still in circulation.
All their cars are downright filthy. And the worst part is everytime you book the car you'll end up fueling it. So the even cost wise this is no substitute for grab or taxi.
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Very poor
I have a lot of experience with car sharing in different countries. But only here, in Malaysia, it's completely awful:
1. You can't get a car near you and return it somewhere else. You have to return it to the exact place.
2. You have to decide how much time you need before the ride. What is the point? I can't predict the exact period of time I need before the ride. Just use the minutes, like everybody else in the world. 2-minute ride for 1 RM for example. If you return the car in 1h30m you’ll pay 45 RM.
3. Fuel cards. People stealing these cards from cars every time. And I have to refuel the tank with your own money. And know what?
4. You can't get a refund in the next 8 day. You just keep sending the photos and messages to the customer service, but they don't care about it. All you will get is auto-answers and that's it.
1. You can't get a car near you and return it somewhere else. You have to return it to the exact place.
2. You have to decide how much time you need before the ride. What is the point? I can't predict the exact period of time I need before the ride. Just use the minutes, like everybody else in the world. 2-minute ride for 1 RM for example. If you return the car in 1h30m you’ll pay 45 RM.
3. Fuel cards. People stealing these cards from cars every time. And I have to refuel the tank with your own money. And know what?
4. You can't get a refund in the next 8 day. You just keep sending the photos and messages to the customer service, but they don't care about it. All you will get is auto-answers and that's it.
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Great customer service
Very easy application to use. Cars are placed all around my location, so it is very convenient to book a car and pick/ drop it off. I once had a minor issue where I left some of my belongings in the car. The customer service team were extremely helpful and replied to my email within minutes. They opened the car back up for me to collect my belongings. Great service.
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Very poor
The service is incredibly poor. No what problem you report, the answer is: “write to the management”. The service is designed against common sense for petrol.
The app itself it slow and not user friendly.
The app itself it slow and not user friendly.
Awful and unresponsive
Please fix this app, i had to wait about an hour hoping for it to respond. But i ditched the idea and had to call their office for support to unlock the car. I also restarted my phone and app but it had the same problem
