Good service
Response from developer
Thank you for choosing Mach1. We're so glad you enjoyed the experience. Safe Travels!
Charged immediately, nobody available
Response from developer
Hello, Unfortunately we do need to pre-authorize upon submission of service request. Customers used to place orders and then not have any funds to pay the providers after the completed the job. The pre-auth is supposed to be released immediately, I'm not sure why this wasn't the case in your situation and for that we do apologize. Our providers are independent contractors and make themselves available at their own schedules. We do work to ensure providers are available across the U.S. however sometimes it does happen that no one is available at the time of request. This is part of the reason we do not charge a membership fee. We wish you all the best and safe travels to you! ~The Mach1 Team
Excellent convenience and Service app!
Worthless
Money and THEN says “no one available “ and now I am unable to even request because they cleaned my account out with the pre authorization. You should probably think of a NEW way to be able to use the hold money you already took out to apply to new request on a accountOR have some sort of waiting list if you are going to continuously be short staffed. How are you going to pre auth every time you request to even see if there’s a driver available??? Dumbest app ever. Don’t waste your time and money.
Response from developer
We are sorry to hear of your bad experience with the app. The system is automated and does only a pre-auth on your card. If there is no one available, it releases it almost immediately.
Not helpful
At that point I looked into more reviews that said they had paid but never received service at all, so at that point I realized I was unlikely to actually get the help I had requested, so I hit cancel. Another pop up came up that said I would be charged a $30 service fee if one of their providers had accepted already, which seems sketchy because they could easily say that someone already had and just keep your $30 for doing nothing.
Giving 2 stars instead of one because after I canceled, I received a call from their dispatch or something asking if I still needed service, letting me know that my request had pinged one of their providers but he hadn't yet accepted, and told me that because he hadn't, that preauthorization will fall off of my account in 5-10 minutes. Hopefully that's true. The guy on the phone was at least nice.
Extremely expensive for terrible service
Response from developer
We see that you created an account but never submitted a request. How is it possible that the app is Awful if you have never used it?
Exceptional Service
Response from developer
So glad you had a great experience Jess, thanks for sharing! Safe Travels ~The Mach1 Team
Pending charge without service
Response from developer
Hello Mach1 customer, it sounds like you may have gotten a no providers available message. There are a few reasons that could have been and our providers may have been helping other customers. We apologize no one was there and are continuing to grow our vetted provider network across all corners of the U.S. As for the charge, you would have seen a pre-authorization message before submitting the request. We have to pre-authorize ahead of time to ensure our providers can be compensated for their time and services. This pre-auth falls off within a couple of days so it should be cleared for you now. Safe travels to you!
Charged me even though I was denied services?
Response from developer
Hello, we're very sorry to hear there wasn't a provider available in your location. As you would have seen when you submitted, there is a pre-authorization initiated when you request assistance, this isn't an actual charge and funds are released almost immediately after. We would love a chance to speak with you and to ensure that your free account is showing those funds reversed. Please feel free to reach out to us so we can ensure that is the case: 844-511-0002. Safe Travels!
Pointless
Response from developer
Hello Ddttuh, We're so sorry to hear about this experience. I assure you this is not the type of provider we allow into our network. We would love a chance to speak with you so we can deactivate this provider ensuring this doesn't happen to anyone else. We'd also like a chance to make it right with you. Please contact us so we can get your details and get you your funds back: 844-511-0002.
Pending charges 3 days after failure to provide services
I broke down on the side of a busy and often dangerous interstate in the capital of my state. In downloading and opening Mach1, the app said their services were available in my city. So, I input my debit card info, put in my car info, and hit “confirm” on an order of “$45-65”. The app searched for a provider in my area but ultimately said there were no nearby providers available, that they were all “busy”. Since the highway I am on is both busy and dangerous and because I have a child in the backseat, I cannot afford to sit around indefinitely waiting for someone to become available, so I instead pay for a AAA membership for $71 and was able to be on my way within 20 minutes of signing up. This was on Thursday 6/17/21. Today is Sunday 6/20/21 and checking my bank account, I still have a hold on my card for $65 from Mach1. This seems interesting to me considering Mach1 was unable to render services. I don’t know about you, but if a company I’ve paid is unable to fulfill an order, I expect them to refund me in a timely fashion. Since this is only a hold and not an actual charge, there is no reason for it to take 3-5 business days like many traditional refunds do. It’s as simple as clicking a “cancel” button on their end, and it should have happened automatically when the app was unable to provide me with assistance. Whether or not they fix this issue immediately after I’ve emailed does not matter. I should not have to contact a company to release my funds after they failed to fulfill their side of the deal.
Response from developer
Hello Riley, There is a big difference between the experience you received, and the experience that you deserved. We apologize that the app was unable to fulfill you and your child, roadside assistance , when you needed it most. To address one of your main concerns, after further investigation, the pre-authorized amount of $65 was immediately cancelled upon the the inability to fulfill the order June 17,2021, and shows to have successfully posted the morning of June 21, 2021. The standard reversal time of pre-authorization fully reflected in the customer's account can vary between 2-5 business day, which is dependent on various factors, such as type of bank account, and time of week. Your point of having an immediate reversal is valid. Mach1 is continuously working towards updating our payment processing methods, and always expanding our provider network to make sure we can bring you the coverage you need. The safety of the customer comes first, and foremost, to know you were able to find alternative service during this event is cause for relief. We thank you for sharing your honest feedback, and bringing attention to an important issue that will be rectified towards the future of the Mach1 app. You can reach our support team anytime by calling, 844-511-0002 , for any further assistance. ~The Mach1 Team
Unusable app
Response from developer
The inability to successfully create a customer profile, when you are in need of roadside assistance, is a very important issue. We apologize for any challenges you may have faced while attempting to sign up for our services, and appreciate you for taking the time to leave a review. Here at Mach1 it is our highest priority to offer our customers the safest and upmost quality of service. When you contact our customer support line 844-511-0002, we will help troubleshoot, ensuring your satisfaction in the usability of the app, for all of your roadside assistance needs. We thank you again for your feedback, and look forward to getting you expedited assistance. Safe Travels-The Mach1 Team
Would recommend 🌻🌻
Response from developer
Here at Mach1 we take pride in bringing our customers the best quality of service. We are glad to hear that our provider was able to get you back on the road safe, and look forward to continuing to offer you on demand service in the future. Safe Travels- The Mach1 Team
A Life Saver
Response from developer
We appreciate your feedback, and are happy that you were satisfied with the service. Thank you for utilizing Mach1 for your Roadside Assistance needs. Safe Travels- The Mach1 Team
Rip off
Response from developer
Thank you for your feedback. It goes a long way in helping Mach1 streamline the user experience. We apologize for any inconveniences you may have faced during your request of service. We understand the importance of transparency of the estimated time of arrival, especially when you are in need of roadside assistance. In this app the estimated time of arrival (ETA) is generated based on the GPS location of the provider that has accepted your request. While the app routes to the closest provider to you, time and distance will vary depending on the location of the provider who is available to accept the service. The $30 cancellation fee is only applied if a provider has accepted your request. This is a standard industry practice to ensure that the provider is compensated for attempting service. Often times the customer is unaware of this fee because motor clubs will include it in their monthly membership fee. When using Mach1, you have no membership fees, so this action has been put in place while giving you free access to our roadside assistance network. Our data shows an average wait time when utilizing our app is under half an hour. Mach 1 is recruiting providers each and every day, working hard to make sure we bring you the coverage needed to get you back on the road safe. We hope to showcase our quality of service , and free subscription model towards your roadside assistance needs in the future. If you have any further questions or concerns please call 844-511-0002 (option 1) , and we will be happy to assist you. Have a good day. - The Mach1 Team
so helpful!
Response from developer
We are so happy to hear that you were satisfied with the service, and look forward to assisting you with all your future roadside needs. If you ever run into problems while utilizing the app feel free to contact us at info@mach1services.com, and one of our representative will be ready to help. Have a great week, and safe travels- The Mach1 Team
No providers to Help
Response from developer
Hello, We are sorry to hear that you were unsatisfied with the service. Unfortunately during the time of your request, all of our providers were assisting other customers. Mach1 is working hard to make sure we have the coverage to meet all of your roadside assistance needs. As for the 45 day hold, looking into our records, the order was cancelled successfully. You should see those funds back in your account within 1-2 business days. If you have any questions or concerns please email Info@mach1services.com, and we will do everything we can to assist you. Thank you for utilizing the service, and we hope to service you in the future. Safe Travels- The Mach1 Team