Billing Transparency and App Design Concerns
I strongly encourage Shift users to request and carefully review full contract and invoice documentation before paying any post rental charges. In three of the past four rentals I have completed, I was assessed additional fees that were later determined to be incorrect and had to be manually removed by customer service.
The nature of these erroneous charges is especially concerning given the recent major app redesign.
Following the redesign, the app locks user access to any other features until payment is made for assessed fees, preventing users from making additional bookings or even reviewing an invoice or Line item charges that resulted in the fees. No itemized breakdown or explanation is provided within the app. Users are simply prompted to pay.
On each of the aforementioned occasions, I contacted customer service before paying and requested an invoice. Each time, the additional charges were found to be erroneous and had to be manually addressed. Without independently requesting documentation, I would have paid charges that were not legitimate.
The “download contract” feature does not provide meaningful documentation. It generates a blank PDF receipt rather than the full rental agreement showing the line items such as daily rate, mileage, overage, CDW, and other fees. When additional charges are applied after the rental, users cannot review a detailed explanation inside the app.
The booking section also lacks basic functionality. Reservations are not sorted chronologically there is no “sort by date” option, and the year is not displayed for each rental. Bookings from different years, appear mixed together, making it unnecessarily difficult to locate a specific rental.
Taken together, the combination of locked access, lack of itemized, billing, and limited in-app documentation creates a system where users are asked to pay additional charges without transparency. Even if unintended, this designed under undermine’s trust and raises, serious consumer protection concerns.
The nature of these erroneous charges is especially concerning given the recent major app redesign.
Following the redesign, the app locks user access to any other features until payment is made for assessed fees, preventing users from making additional bookings or even reviewing an invoice or Line item charges that resulted in the fees. No itemized breakdown or explanation is provided within the app. Users are simply prompted to pay.
On each of the aforementioned occasions, I contacted customer service before paying and requested an invoice. Each time, the additional charges were found to be erroneous and had to be manually addressed. Without independently requesting documentation, I would have paid charges that were not legitimate.
The “download contract” feature does not provide meaningful documentation. It generates a blank PDF receipt rather than the full rental agreement showing the line items such as daily rate, mileage, overage, CDW, and other fees. When additional charges are applied after the rental, users cannot review a detailed explanation inside the app.
The booking section also lacks basic functionality. Reservations are not sorted chronologically there is no “sort by date” option, and the year is not displayed for each rental. Bookings from different years, appear mixed together, making it unnecessarily difficult to locate a specific rental.
Taken together, the combination of locked access, lack of itemized, billing, and limited in-app documentation creates a system where users are asked to pay additional charges without transparency. Even if unintended, this designed under undermine’s trust and raises, serious consumer protection concerns.
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Completely Broken App Waste of Time
This app is absolutely unusable. I created an account and entered all my information correctly, yet it keeps showing random errors with no explanation at all. The app barely works, doesn’t load properly, and fails at the most basic functions. Extremely frustrating experience and a complete waste of time. Clearly not tested before being released. Do not download until they actually fix it.
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Bad customer service
The app never works. It keep freezing all the time I try to book. The customer service even worse. No help, no solution just excuses. Completely unreliable and waste of time.
It was fine until they make you pay for their mistakes
1. Searched for a driver at 10pm in Riyadh on Shift app
2. App said no available drivers
3. At 12:30 midnight a driver messages and shows me he has been waiting for 26 minutes
So because of a glitchy application I paid for a trip and waiting time that was never used.
Customer care was defensive and said show me a picture of the app saying there was no driver available.
Note: I guess take a screenshot of every step so Shift doesn’t take your money
2. App said no available drivers
3. At 12:30 midnight a driver messages and shows me he has been waiting for 26 minutes
So because of a glitchy application I paid for a trip and waiting time that was never used.
Customer care was defensive and said show me a picture of the app saying there was no driver available.
Note: I guess take a screenshot of every step so Shift doesn’t take your money
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غالي
غالي
