Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have suddenly and without explanation been charged for multiple parking tickets sometimes as far back as a month previously, without warning, and without being notified that my previous choices was resulting in parking violations.I have been charged for parking tickets on days that I was not driving the vehicle specifically July 17 the ticket number from the municipality written in the box below.I believe this company is overstretched and therefore wildly negligent, and is aggressively passing on way too many fees, and parking violations onto its customers without making clear when and how and in what circumstances a ticket might be ********* soon as I became a regular consistent customer, the company seem to look for ways to issue me tickets that it had acquired without ever providing a clear explanation to prevent me from getting tickets in the future.I am now being charged one parking ticket a week for infractions that happened over a month ago and now for days in which I was not using their services at all.The money Im asking for is five ticket violations of $65 for the ticket and a $28 administration fee over five instances $465, plus the resulting tax I believe the Monopoly that Communauto has is resulting in manipulative behaviour in billing practices.I believe the Monopoly that COMMUNAUTO has in the ******* region Has resulted in negligent behaviour, which it is using to overcharge customers via administration fees, it collects on tickets it doesnt try to prevent.Enclosed is an example of two tickets one issued when I was not using the vehicle to prove their negligence.Copies of previous tickets can be provided upon request

  Business Response

  Date: 18/08/2025

  Hello,
  
  We thank the complainant for taking the time to reach out to the Better Business Bureau, and we hope this message finds them well. We appreciate the opportunity to clarify Communautos process for handling infractions issued against our vehicles by the City of ********
  
  We also thank the complainant for contacting our customer service team on August 7th regarding tickets #PM840394 and #PM590999. Our supervision team provided a detailed reply on August 11th. While we are happy to address these concerns here, we continue to encourage members to follow up through our official contact form, where our team can review individual cases directly.
  
  To clarify:
  
  The complainants credit card has not been billed for the two most recent tickets. The transactions appearing on their statement are currently listed as pending and will only be billed once the August 2025 invoice is finalized in early September.
  
  Advance notification e-mails for these tickets were sent on August 1st and August 5th, prior to any billing. Each notice includes a link to our Parking Guide, which is also accessible via our FAQ and mobile app, to help members understand how to avoid parking infractions.
  
  Communautos Rules and Regulations (Section 8.3) clearly state that members are responsible for ensuring vehicles are not left in restricted zones at the end of their reservations. If a parking infraction is issued outside of an active reservation, our process is to review the details and forward responsibility to the member who last parked the vehicle prior to the time of the ticket.
  
  We regret the inconvenience these infractions have caused and would like to emphasize that our aim is not to penalize members, but to remain compliant with City of Toronto parking bylaws. Each ticket we receive is carefully reviewed before being passed on, and administrative fees are intended to cover the costs of processing and contesting infractions on the companys behalf.
  
  As a gesture of goodwill, we have offered to waive at least one of the administrative fees associated with the most recent tickets. We remain available to continue this discussion directly with the complainant to review any additional documentation they wish to provide and to ensure they have the information needed to help prevent future infractions.
  
  Kindest regards,
  The Communauto Team

• Initial Complaint

  Date:12/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm very disappointed with Communauto, our beloved Toronto car rental service that many folks around the city rely on. Last night my partner and I were involved in a car accident in our Communauto. We immediately filed an accident report on the Communauto app according to their instructions. The accident was all over the news and involved a truck driver hitting 8 cars and he ended up fleeing the scene of the accident. We were not at fault in any way and we have the police report. At the accident scene the police officer told us to wait for the *** registered tow truck driver to come and tow us away. The tow truck driver and officer told us we just need to submit the police report to Communauto and they would handle the rest. Today a person from Communauto customer support told us we're responsible for releasing the vehicle at the centre where the car was sent and that we are responsible for the towing, impound, and storage fees. We ended up convincing them to do it themselves on Monday but they have told us we might be on the hook for thousands of dollars related to this and that they might bill us for it. The person we spoke with refused to let us speak with a manager. We're very stressed and do not have the money for this. We believe people should know what they're getting themselves into when opting into this service. They have also said they're going to charge us a $1000 damage fee and they weren't able to tell us what this fee is for, given we aren't at fault for the accident.

  Business Response

  Date: 18/07/2025

  
  Thank you for taking the time to share your experience. Were truly sorry to hear about the stress and frustration this situation has caused, its completely understandable given the circumstances, and we hope that you and your partner are doing okay after the accident.
  
  When an incident like this occurs, especially one as serious and widely reported as youve described, its our goal to support our members as best we can. That said, we do have policies in place regarding how vehicle damage and recovery are handled, including towing and impound procedures. These policies apply regardless of who is at fault and information about this is publicly available on our website.
  
  Because the Communauto account is not in your name, we are limited in what we can share directly with you due to privacy regulations. We also encourage the account holder to reach out to us directly if theyd like to discuss the matter further or request a review.
  
  We sincerely appreciate your feedback and understand how distressing this must be. Please know that your concerns have been heard and are being taken seriously.
  
  Kindest regards,
  The Communauto Team

• Initial Complaint

  Date:24/06/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was recently involved in a car accident (not my fault) while driving a Communauto vehicle. As the other driver turned across my right of way I didn't think there would be an issue until I was sent a bill for $1,000 from Communauto for the accident and was told that whenever work takes place on the car the user is charged $1,000 regardless of who is at fault (I could maybe understand if someone had done something and there was a deductible to pay but no one to take the hit for it). This feels like double dipping to me as they will be receiving a full payment for the car as a write off from the other persons' insurance company so why am I paying $1,000? When I called to talk to them and contest the charge they tried to get a supervisor on call but there wasn't one available and was told someone was going to call me. When I called back 5 hours later I was told that it takes 7-10 business days for the supervisor to call back but they would not be putting the charge on hold and would be charging me $500 a month and if it wasn't paid the account would be locked out. It has now been a week and I have heard nothing (aside from the promised $500 charge and the locked account).

  Business Response

  Date: 18/07/2025

  Thank you for reaching out, and were truly sorry to hear about your experience following the accident. We understand how stressful these situations can be. 
  
  Were sorry its taking longer than usual to get back to you,  weve reached out to several internal teams to gather more information and ensure a thorough review of your case. This includes confirming the details around the vehicle repair process, insurance claims, and the charges applied to your account.
  
  We recognize your concerns about the damage fee applied, please know that were actively investigating and will follow up with you directly as soon as we have a more complete picture to share.
  
  Kindest regards,
  The Communauto Team

  Customer Answer

  Date: 22/07/2025

  Complaint: 23513128
  
  I am rejecting this response because:
  
  It has been 26 business days since I was informed that I would be called within 7 to 10 business days. No one is making any effort to reach out to me. I have since asked for the information regarding the email notifying me of the policy change and also a copy of the original agreement that I signed up to, I have received nothing and that was 10 business days ago. 
  
  Sincerely,
  
  ********* *******

  Customer Answer

  Date: 22/07/2025

  I have also reached out to *** ***** with *** and they are asking for more documentation and should be reaching out to the company 

  Business Response

  Date: 01/08/2025

  Good afternoon,

  Thank you for reaching out to us and for your patience while we reviewed your situation and feedback closer. We genuinely sympathize the situation you're in. Being involved in a collision, even when not at fault, can be distressing and confusing.
  
  We aim to be as transparent as possible when it comes to this aspect of our policies. The damage fee, currently set at $1,000, is applied regardless of fault as listed and stated in our terms (Rates - Communauto ******* / *******-fee-schedule.pdf/ Why does the damage fee apply whether I am at fault or not? (In Canadian branches) - Communauto FAQ)
  
  To give more context concerning corporate fleets: insurers pay out claims for both at-fault and not-at-fault accidents and generally do not subrogate against the at-fault party. This means that, for example, if a Communauto driver is involved in a not-at-fault accident, our insurer still pays to repair the vehicle under our policy.
  
  These claimsregardless of faultare still included in the total payout calculations and directly impact our insurers view of our loss ratio and overall performance. Thats why a fixed damage fee remains in place for all incidents, not as a penalty, but as a necessary part of our risk-sharing structure.
  
  This is a standard clause for insurance in the rental industry, as outlined Payments for Vehicle Loss or Damage Under Rental Agreements - *********
  
  - the customer agrees to rent the vehicle for a consideration which may be calculated as a specific charge, distance driven or combination thereof;
  
  - the customer may purchase a loss or collision damage waiver (***) for an additional amount which limits the customer's liability for vehicle damage or loss to a pre-determined amount;
  
  - in the case of vehicle damage or loss, the customer will owe the rental company for any loss or damage regardless of fault whether due to theft , collision, vandalism or any other cause up to the limited amount set out in the agreement where the *** is accepted by the customer; or where *** is not accepted, the customer will owe the rental company for any loss or damage to the vehicle up to the fair market value of the rented vehicle; and,
  
  - in the case of vehicle damage or loss, the customer is also responsible to pay the rental company an amount for "loss of use". This amount is determined under terms of the rental agreement by multiplying the number of days required to repair or replace the vehicle by the daily rental rate
  
  We do our best to make these policies as visible and understandable as possible, but were always open to feedback on how to improve clarity. 
  
  - The Communauto Team

  Customer Answer

  Date: 12/08/2025

  Complaint: 23513128
  
  I am rejecting this response because:
  
  I was a member of this company prior to the $1,000 charge or the option to opt out of or into this policy via other options such as using your credit card coverage. When the plan changed and required new customers to select their chosen option for the coverage the current customers should also have been sent communication to confirm the existing customers choice rather than just opting us into whatever they deemed appropriate. Any person I know that had a membership prior to this policy change had no idea that this was the case until I told them most of which were stunned and question whether they would choose to use this platform moving forward. 

  The communication with customers is of such a poor standard that it has taken months with chasing to get a response as well as going through media and the Better Business Bureau. Any time I have had to call customer service it has been most times 30 minutes or more on hold before someone answers. I shouldn't be surprised that I wasn't properly informed about the change in policy but I am surprised that there is no understanding that their lack of communication has left me on the hook for a bill I would never have expected to pay. I am not knowledgeable about fleet insurance policies or the industry standards for this and so I would never imagine that the Communauto insurance company would have to pay out as that is not how regular insurance works. (to be honest it doesn't make sense to me at all if someone else is so clearly at fault that they should not be held responsible!)
  
  Sincerely,
  
  ********* *******

• Initial Complaint

  Date:19/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Further to my review of Communauto recently posted in April,, this incident deals with vehicle damage on August 6, 2024 for vehicle 4918. Vehicle had minor dent and scratch for which I was not at fault which could have easily been covered at a much lower cost than $606. The agent we spoke to said it was a $4,000 repair which means that several other bodywork jobs were done and it seems like there was no cost breakdown. I went to look at the car recently and now it looks like a brand new vehicle! Whereas most of the fleet vehicles have scratches and dents with bumpers being held on by duct tape. While I did not realize that the plan I was enrolled in had an automatic damage charge regardless of fault, this overcharge for minor body damage is unwarranted in these difficult economic times.

  Business Response

  Date: 27/06/2025

  Thank you for your message.
  
  We understand your concerns regarding the damage charge applied following your use of vehicle 4918 on August 6, 2024.
  
  After reviewing the file, we can confirm that the charge applied to your account reflects only the cost of repairing the damage that occurred during your trip. The repair invoice totals $606 and does not include any unrelated work. If you'd like a copy of the invoice, we're more than happy to provide it.
  
  We also want to acknowledge your point regarding the Damage Protection Plan. According to Section 7.2.2 of our Terms of Use the Damage Protection Fee does not apply in cases where a member does not provide a report within *********************************************************** this case, we did not receive a damage report from you through any of our channels (phone, app, or web form), and no follow-up documentation was provided despite our outreach.
  
  As outlined in our terms, this unfortunately prevents the plan from being applied.
  
  While we appreciate the feedback about the condition of other vehicles in the fleet, this does not impact the repair or billing decisions made for vehicle 4918. Our repair and maintenance processes are based on safety, operational standards, and the specifics of each incident.
  
  Were happy to clarify anything further or provide supporting documents. Please dont hesitate to reach out to us directly if you have any follow-up questions.
  
  Kindest regards,
  The Communauto tTe

• Initial Complaint

  Date:03/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 23, I had a G road test at 10:04 AM at the **************************. I rented a FLEX car from Communauto specifically for the test.I arrived on time, but the examiner found a critical safety issue: one brake light wasnt working. The test was cancelled because the vehicle was not ************* a result:I missed my driving exam.The next available appointment was weeks later, forcing me to reschedule.I returned the faulty vehicle and rented another Communauto car, hoping to secure a standby test the same day.I waited at the **************** for three hours, but due to high demand, no standby slot became available.I was charged for two vehicle rentals and had to pay the DriveTest fee again for rebooking.I lost an entire day, and all my preparationincluding paid driving classeshas been delayed for a full month due to the vehicles lack of basic safety checks.I was frustrated and disappointed. Brake lights are a basic safety requirement and should be checked regularly. I later recorded a video and took photos of the defect. ********* staff confirmed and documented it.What made this experience even more frustrating was Communautos response to my complaint. Instead of taking responsibility for providing a vehicle with a critical safety defect, they shifted the blame entirely onto ***** customerclaiming it was my duty to inspect the car for issues like a non-functioning brake light.While I understand that users should report issues, it's unreasonable to expect renters to identify mechanical defects. FLEX rentals are meant to be spontaneouswe expect vehicles to meet basic safety standards.Communautos refusal to offer even a basic refund or accept fault for this failure shows a clear lack of accountability, and their response did nothing to address the significant financial and personal loss this caused ***** formally reporting negligence, failure to provide a roadworthy vehicle, and inadequate customer support.

  Business Response

  Date: 05/06/2025

  Hello,
  
  
  Thank you for taking the time to share your experience. Were sorry to hear how your driving test day unfolded, and we understand how frustrating it must have been to miss an important milestone due to a vehicle issue.
  
  At Communauto, safety is a shared responsibility between us and our members. Our vehicles are inspected on a regular schedule,but given the nature of carsharingwhere vehicles are used frequently and flexibly throughout the daythere may occasionally be issues that arise between inspections. This is why Communauto operates on a shared responsibility model with its members when it comes to vehicle condition and basic maintenance.
  
  Thats why we ask members to do a quick walkaround before use, particularly for important trips like a driving exam. This includes checking for visible damage and ensuring lights appear to be working. We recognize that some issueslike a rear brake lightarent always easy to spot solo, which is why we also offer support if you ever run into something unexpected.
  
  In cases like this, members can:
  
  Switch to another available FLEX vehicle immediately through the app.
  Call our team for assistanceour agents can help troubleshoot or suggest solutions in real-time.
  Replace a light bulb and submit the receipt to us for review and reimbursement.
  
  Vehicle Maintenance Responsibilities of the Member. I have included some information from our Rules and Regulations that may be helpful.
  
  Vehicle Maintenance Responsibilities of the Member
  
  When using a vehicle, and particularly for long trips, the Member is responsible for its routine maintenance, such as checking fluid levels,cleaning the vehicle, etc. If necessary, the Member can make or have minor repairs done, such as replacement of windshield wipers or defective light bulbs, oil change (in the case of a prolonged trip), etc., for credit on their next invoice. However, any expense, other than gasoline, that costs more than $40 in ****** or 40 in ******, must be authorized by an Agent.
  
  Damage to a vehicle other than normal wear and tear is the responsibility of the Member and remains their cost to bear: damage resulting from an impact,broken or deformed parts, dents with a diameter greater than 2cm, scratches on the body requiring touch-up paint or bodywork, snagging, tearing or burning on the seats, carpets or upholstery, permanent stains, holes, deformed rims,abnormal wear to the mechanics or the engine, etc.
  
  Reimbursement of Expenses
  As long as they are not the result of an issue caused by the Member, the eligible expenses of the Member are credited at the time of billing. The Member must give their transaction receipts to Communauto following the procedure described in Articles 4.2.3 and 4.2.4. No credit is allowed without the supporting documents.
  
  Reporting Vehicle Anomalies
  The Member must inform Communauto, as soon as they are aware, of any irregularity in the operation of a vehicle such as oil loss, low fluids levels,abnormal noise, low battery, etc.
  
  
  We truly regret that this wasnt resolved in time to prevent the missed exam,and we understand how that disrupted your plans. While we do not offer refunds for this type of situation under our membership terms, your feedback has been noted.
  
  Thank you again for your comments. They help us improveand we hope your next experience is much smoother.
  
  Kind regards,

  The Communauto Team

  
  

  Customer Answer

  Date: 05/06/2025

  Complaint: 23412743
  
  I am rejecting this response because:
  
  Id like to directly address a particularly frustrating part of Communautos response:

  
  We recognize that some issueslike a rear brake lightarent always easy to spot solo, which is why we also offer support if you ever run into something unexpected.

  
  This line illustrates the exact contradiction in your stance.
  If you know that issues like a rear brake light are not easyor even possibleto check alone (which they are not), then how can you reasonably place the responsibility on the renter, especially for a FLEX vehicle thats meant for quick use?
  I had no way of checking the brake lights myself. I only discovered the issue when the examiner checked the car and canceled the test. By then, the damage was already done. No support call at that point could undo the fact that my test was missed and irreversibly rescheduled weeks later. Changing the light bulb wouldnt restore my exam slot.
  And for your record, I did switch to the closest available FLEX vehicle immediately after the first one was rejectedwhich your system should clearly show. Thats exactly why Im asking for a refund of both trips: one for the faulty car, and one for the second car I took in the hope of salvaging the day.
  But the most important point here is about responsibility.
  When I make a mistake, I take ownership, and I try to make it right. Thats what responsible individuals do. In this case, Communauto knows this incident occurred due to your own vehicle maintenance failure, yet instead of acknowledging this and offering a fair solution, you are deflecting responsibility and citing policy language.
  This situation could have been handled quickly, fairly, and respectfully. Instead, youre now forcing me to consider legal and regulatory actionnot just to seek compensation for my losses, but because I believe companies must be held accountable when they put faulty vehicles on the road and let others pay the price for it.
  This is your final opportunity to resolve this reasonably. Be fair. Be responsible. Make up for your mistake.
  
  Sincerely,
  *********** ******

  Business Response

  Date: 12/06/2025

  Hello,
  
  Thank you again for your follow-up.
  
  We understand that missing your road test was a frustrating and disappointing experience, especially after the time and effort you invested in preparation. We regret that the vehicle you initially selected was not suitable for use and that this affected your day.
  
  We understand your concern about the practicality of checking rear brake lights. While it may not be possible to observe them directly without assistance, there are simple and effective ways to confirm functionalityusing a reflective surface like a window or garage door, or asking someone nearby to assist while pressing the brakes. These are common practices for drivers, especially when safety is at stake.
  
  As the driver in control of the vehicle, ensuring it is roadworthy is not just a guidelineit is a legal responsibility. We provide support options, including the ability to switch vehicles via the app or contact our team for real-time troubleshooting. You exercised the first option, and we appreciate that effort.
  
  While we understand this outcome was disappointing,the circumstances do not constitute negligence or a failure on the part of Communauto under the terms of use agreed to upon membership. For this reason,we will not be issuing a refund for the trips.
  
  We wish you success in your rescheduled road test and safe travels ahead.
  
  Kindest regards,
  The Communauto Team

• Initial Complaint

  Date:24/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to lodge a formal complaint against Communauto, a car-sharing service in *******, regarding their handling of a parking ticket issued on May 11, 2025, at 10:48 AM, which I believe violates my consumer rights under Ontario law.Summary of Issue:Communauto paid the parking ticket on May 11, 2025, without notifying me or obtaining my consent, denying my legal right to appeal within the City of Torontos 15-day deadline (May 26, 2025). They only notified me on May 20, 2025, seven business days later, without including a copy of the ticket. On May 20, I requested the ticket, but their response on May 24 stated it would take 10 business days to provide it, likely after the appeal deadline. I believe I did not park near a fire hydrant as alleged, but their actions prevented me from disputing the violation.Key Concerns:1. Unauthorized Payment: Communautos payment on May 11, 2025, without notification, eliminated my appeal rights. A 2023 City of *************************************** report indicates 40% of parking ticket appeals result in fines being cancelled or reduced, a significant opportunity I was denied.2. Delayed Notification: The May 20 notification left insufficient time to appeal before the May 26 deadline.3. Lack of Documentation: Communauto failed to provide the ticket initially and delayed its delivery, hindering my ability to review the violation.4. Consumer Rights Violation: While the rental agreement allows Communauto to pay fines, it does not permit denying appeal rights. Their actions may violate Ontarios Consumer Protection Act. Online discussions (e.g., Reddit, BBB complaints) show similar issues with car-sharing services, suggesting a pattern of unfair practices.Requested Resolution:I request that Communauto: Refund the fine and administrative fees, as their actions denied my 40% chance of a successful appeal. waive the fine and fees to resolve this efficiently, benefiting both parties.

  Business Response

  Date: 30/05/2025

  We thank you for taking the time to reach out to us and we hope this message finds you well. We appreciate the opportunity to clarify our process for resolving infractions issued against our vehicles by the City of *******. We appreciate that you sent us a message on May 24th through the contact form on our website to request additional clarity from our customer service team regarding how ticket #PM472107 was handled. We hope to address the concerns that you have detailed above in this response, but we encourage you to continue messaging us through our contact form if you have any additional questions or concerns afterwards.
  
  We apologize for any missed attachments when we issued notice of the ticket to you by e-mail on May 20th. On our end, it appears that the message was sent along with the attached digital copy of the ticket that we received from the city. We were able to re-send a copy of the notice with the attached ticket again on May 25th.
  For processing infractions issued against our vehicles, we follow our policy described in section 8. of our Rules and Regulations document. Subsection 8.2 reads:
  
  In ******,it is not legally possible for a Member to contest a ticket on behalf of the vehicle owner if the ticket was not issued in the Members name. This generally concerns parking violations.
  
  Given that most parking tickets are issued against Communauto as the owner of the vehicle and not against the driver who last parked the vehicle, we retain the right to determine whether a ticket will be paid to the city or contested.Whenever we receive a copy of a ticket from the city, we first review the details of the infraction along with the reservation data associated with our vehicle to determine the legitimacy of the ticket. If we believe that it was issued in error, we will choose to contest or absorb the costs of the ticket and avoid notifying our member. Otherwise, if the ticket was appropriately issued, we will pay the fine to the city and then notify the member responsible in advance of the associated fees for the infraction.
  
  Specifically for ticket #PM472107, we recognize that a fire hydrant exists at the stated location of ******************. Following the end of your reservation on May 10th at 20:30 on ***************, the vehicle was next driven after 11:30 on May 11th. Following our review of this data, we recognize that the ticket was appropriately issued against our vehicle and proceeded to pay the fine to the city.
  
  We are sorry to see that parking our vehicle on the evening of May 10th resulted in an infraction issued against our vehicle. We remain committed to ensuring that reviews of parking tickets are resolved with fairness and with respect to the posted signage on the street, our reservation data, and the statements of our members.
  
  Kind regards,
  The Communauto Team

• Initial Complaint

  Date:23/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint due to the unreasonable suspension of my account by ********************** since March 23, 2025, without any evidence or resolution provided to this day (over two months).On March 23, my account was suspended for an ongoing damage investigation related to vehicle #****. I immediately cooperated and provided all available information, including a photo that clearly shows the alleged damaged area was intact at the time of my trip. Despite this, I have received only repetitive emails stating that the investigation is "ongoing"without ever presenting any evidence or updates.On April 30, a Communauto staff member informed me that my case had been escalated to their supervision team, but no follow-up ever arrived. I called the company again on May 15 and was told, once more, that they needed to consult a supervisor and that I would receive an update the following week. As of today (May 23), I have still received no response.Key points of concern:The vehicle in question has already been repaired and is currently available for use by other members, which implies that the company has moved on operationally while continuing to leave me locked out of my ********** account has been forcibly inactive for two months, and while I was not charged during this period, I was prevented from using a service I had committed to.The company has neither resolved the case nor formally released my account, despite having no evidence of my responsibility.Resolution Requested:1. Immediate reinstatement of my account;2. If reinstatement is not possible, then full cancellation of my membership and return of the $500 bond;3. A formal explanation from Communauto regarding their failure to resolve the case within a reasonable time frame.I have made multiple attempts to resolve this with Communauto directly, via both email and phone, with no clear outcome. I now feel I have no choice but to seek help from the BBB.

  Business Response

  Date: 30/05/2025

  We thank you for taking the time to reach out to us and we hope this message finds you well. We understand that you have been waiting for a resolution since you were first notified of this investigation since March 26th and we apologize that the latest response from our supervision team on May 28th was delayed beyond the expectations previously set during your call on May 15th.
  
  We would like to confirm that our latest response includes our conclusion to our review of the incident involving vehicle #****.
  
  Beyond that, we appreciate the opportunity here to provide additional insight into our damage investigation procedure.
  
  Whenever damage occurs to one of our vehicles, our Rules and Regulations document requires that members immediately notify us so that we may proceed with inspecting our vehicle and ensuring the completion of any reports as required by local laws. Unless we require that the damage remains on the vehicle for the completion of a police report, we will proceed to schedule repairs as soon as possible. Particularly for vehicles available by reservation, our goal is to avoid delays so that the vehicle may be restored to its station to maintain the expected number of reservable cars for local members.
  
  If it is necessary for us to investigate an unknown cause of damage, the investigation may be prolonged beyond the time required for repairs. During this time, all reasonable avenues are explored to determine the most likely cause of the incident. For example, we may reach out to one or more members to inquire about the condition of the vehicle during a reservation, or we may take the time to review any available camera footage near the assumed location of the incident. Until we have concluded our investigation and have all the facts available to us to make an informed decision, we refrain from providing partial information to any members from whom statements were requested. 
  
  During an investigation, we may suspend accounts to encourage a statement to be provided to us and we may keep accounts suspended if we suspect that a statement is incomplete or incongruent with other information available to us about the incident.
  
  To that end, we appreciate your cooperation with us since March 26th in providing a statement on March 26th and,later on April 21st, a photo of the vehicles condition during your reservation. We apologize for any stress or inconvenience throughout the length of this investigation as you awaited our conclusion.
  
  Since we have confirmed that our investigation has concluded and our response was sent on May 28th, we invite you to reach out to us through by phone or via the contact form on our website if you wish to speak with our supervision team regarding the results of this investigation.
  
  Kind regards,
  The Communauto Team

  Customer Answer

  Date: 30/05/2025

  Complaint: 23372502
  I am rejecting this response.
  Thank you for Communautos reply. While I appreciate the companys general explanation of its damage investigation procedures, it has failed to address the core issues raised in my complaint and continues to avoid accountability for how this case was handled.

  
  On May 28, I received Communautos final decision email, which stated that I would be held financially responsible for the vehicle damage. However, that message provided no evidence whatsoever to support the claim that I caused the damage.

  
  My reservation ended at 10:06 AM on March 24, but I was informed that the damage was reported or discovered on March 25 in the afternoonmore than 24 hours later. During that time, the vehicle was unattended and publicly accessible. There is simply no way to conclusively determine when or how the damage occurred.

  
  There is also no indication that Communauto considered any alternative explanations, such as the possibility of third-party damage after my trip ended. The investigation appears to have focused solely on my reservation, completely ignoring the timeline discrepancy.

  
  Despite presenting no objective evidence, Communauto expected me to prove that I did not cause the damage, which is both unreasonable and procedurally unfairespecially given that the damage was only identified long after I returned the vehicle in proper condition.

  
  Sincerely,
  ******

• Initial Complaint

  Date:09/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my deep frustration and disappointment regarding the unresolved issues with my membership and billing.Despite multiple attempts to cancel my membership and apply the $500 bond toward any alleged outstanding balance, I continue to receive emails requesting that I update my credit card information for charges that should have been settled long ago. I have previously spoken with a representative who assured me the matter was resolvedyet the issue persists.I have made numerous attempts to contact your customer service by phone, but I am consistently unable to reach anyone. Additionally, the online form has proven completely ineffective, as I have never received a response.This ongoing situation has caused me significant aggravation and stress. It is unacceptable that such a simple matter remains unresolved after so many efforts on my part.I urge you to address this issue immediately, confirm the cancellation of my membership, and ensure that no further charges or communications are sent regarding this account.

  Business Response

  Date: 20/05/2025

  We thank you for taking the time to reach out to us and we hope this message finds you well. We appreciate the opportunity to clarify the status of your account and provide additional context to explain why your cancellation has yet to be finalized. We thank you for also sending us a message directly through our contact form to request information about your account and expected refund.  We can confirm that our team has since replied and provided instructions for finalizing your account and receiving your refund.
  
  Following your request to end your membership on January 13th,we sent an e-mail on January 21st to acknowledge the request and provide instructions to receive a refund for your $500 membership bond.Specifically, we require that you provide us with your direct deposit information to process your refund and finalize your cancellation. We have since changed the way that our refunds are returned earlier this month (it is now via e-transfer) so please ensure you verified your email address on your Communauto account and we will update our admin team that we no longer require your direct deposit information.
  
  We also wish to advise that your account was then suspended on January 31st,2025 to prevent any additional monthly membership fees from applying beyond that date.
  
  We sincerely apologize for any missed communications, but our phone records and message history do not indicate that we have received communication from the e-mail or phone number associated with your account since your cancellation request in January of 2025. Regardless, we apologize that closing your account has been a frustrating experience and appreciate that you have reached out recently to resolve this.
  
  We want to assure you that we take the commitments that members make to us seriously and have every intention of honoring your cancellation and refund request faithfully.  
  

• Initial Complaint

  Date:04/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I created an account to see what the hype was about and because I wanted to try the services when doing groceries.However, I realized that this was not for me and tried to contact CS to cancel. I do not remember the exact date but was in the month of ******** far, they keep billing me and every time I try to contact them by email or using my client portal, there is no confirmation of reception,nor a response from the company.I see I am not the only one struggling with this and I need that the account is canceled as soon as possible and that all the money they have charged me so far is refunded.I was also charged for a trip I didnt make! The first time I was going to try one of their cars, I spent 15 minutes walking around trying to find it. However, it seems like I passed near the car (it was in a closed garage) and it charged me as if I had actually taken it for a drive.I dont know what else to do, they seem to have gone in the wind

  Business Response

  Date: 09/04/2025

  Hello ****** *******,
  
  Thank you for taking the time to write to us to bring to our attention the situations you have experienced.
  
  Your Communauto account was created on July 16th 2024. You joined with the Value *** auto+bus plan, starting August 1st 2024, which costs 8.00$ (plus tax) per month and requires a minimum commitment of 12 months.
  
  We received your request to close your account on October *********. On October 31st,we sent a confirmation email mentioning that your account will be suspended on August 1st 2025, which is the end of the 12 month commitment. After this date, when the balance on file is at 0$, your account will be closed.
  
  In the application form, you accepted the Terms and conditions of the service. In the Terms of use section of our website, you can consult the *** auto+bus Membership Contract. In this contract, it is mentioned that the minimum subscription duration is of one (1) year in the case of an Unmanaged Transit Pass. () After this duration, a Member may terminate their membership with Communauto () for any reason by giving written notice.
  
  For this reason, we cant end your membership or stop the monthly *** fees, before August 1st 2025. No refund can be applied in this case. You currently have a balance of 28.15$, which includes the unpaid *** fees for February, March and April, and 0.55$ of interest fees.
  
  Regarding the July 17th 2024 reservation starting at 1:00 PM, it was cancelled at 1:06 PM, which is after the start time. In the Terms of use section of our website,in the Appendix Penalties and other fees document, it is mentioned that, once the reservation is cancelled after the start time, the cancelled reservation remains billable, up to a maximum billable period of 24 hours. Additionally,according to our Rules and regulations document available in the Terms of use section, the Member has 3 months following the related statement date to indicate any errors or omissions. No correction or credit can be made after the 3 months following the statement date. No correction request was done for the July 17th reservation. For this reason, the charge of 3.23$(plus tax), for the mentioned reservation, cant be refunded.
  
  Apart from the cancellation request, we dont have any messages through the contact form linked to your membership number or the email address on file. For any questions you may have, we are available through the contact form or by phone at ************** according to opening hours: Monday from 1PM to 5PM, Tuesday to Thursday from 9AM to 5PM and on Friday from 1PM to 5PM.
  
  Best regards,
  The Communauto Team
  
  Terms of Use - Communauto Montral
  Contact - Communauto Montral

• Initial Complaint

  Date:13/02/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I notified Communauto in November that I wanted to end my membership. I had a Value Extra membership, which includes a $500 bond that should have been refunded to me. They told me I would get the refund on January 1st, but it never happened. Every time I follow up, they say theyre still reviewing it. Id like the ******************** to investigate and help me get my money back.

  Business Response

  Date: 20/02/2025

  Hello,
  
  We appreciate the opportunity to address your concerns and sincerely apologize for the delay in processing your membership bond refund. We understand how important timely refunds are and want to assure you that we take this matter seriously.
  As outlined in section 4.3.2 of our membership contract, bond refunds typically require three months' written notice. However, we aim to expedite this process and generally communicate a two-month refund timeframe for immediate downgrade requests.
  
  Following your message on February 6, we followed up with our accounting team, and your refund was processed on Monday, February 17. You should see it reflected in your account within the next two business days. If not, please dont hesitate to reach out, and a supervisor will be happy to assist.
  
  We truly value your membership and appreciate your patience. We are actively working to improve our internal processes to prevent such delays in the future.
  
  Thank you for bringing this to our attention.
  
  Kindest Regards,
  The Communauto Team

  Customer Answer

  Date: 20/02/2025

  Complaint: 22939101
  
  I am rejecting this response because:
  
  
  Hello,
  
  I am writing to follow up on the $500 refund that was supposed to be credited to my credit card account. As I previously informed you, I chose not to use your services after October 2024, and you assured me that my refund would be processed to my credit card in January 2025.
  
  However, after waiting for four months, I have only received $500 as a credit for future service use in Communauto, which is not what was originally agreed upon. I expect the refund to be returned to my bank account or credit card as promised.
  
  Please process the refund as soon as possible and provide confirmation once it has been completed. Let me know if you need any further details from my side.
  
  Sincerely,
  ******* *********

  Business Response

  Date: 10/03/2025

  Dear Mr. *********************** you for reaching out. We have reviewed your concern, and our records show that the refund of $500 was completed on February 17, 2025. You can verify this transaction by reviewing your live account statement in the Communauto app.
  
  We also encourage you to check your bank account statement, as processing times may vary depending on your financial institution. It would be beneficial to look a little after the 17th, just in case it took a few days to process. If you are unable to locate the refund, please reach out to your bank to confirm it was never received. Additionally, it may be helpful to confirm your banking details with us to ensure everything was up date for this direct deposit.
  
  Kind regards,

  The Communauto Team

  
  

  Customer Answer

  Date: 11/03/2025

  Complaint: 22939101
  
  Urgent: Refund Not Processed Correctly
  
  Dear Communauto Team,
  
  
  Thank you for your response. However, after reviewing the transaction details in the Communauto app, I can confirm that the $500 refund was never actually processed to my bank account.
  
  What I see in the transaction section of the Communauto app is that you refunded the $500, but immediately after, I was charged the same amount again. This means the refund was never truly completed, and at no point was this money deposited into my bank account.
  
  I have attached a screenshot from the Communauto app for reference.
  
  
  Looking forward to your prompt resolution.
  
  Sincerely,
  ******* *********

  Business Response

  Date: 21/03/2025

  Hello,
  
  We appreciate the opportunity to address this matter.

  
  Our accounting team has confirmed that the transaction in question was successfully deposited into the correct account, matching the direct deposit details provided by the member.
  We also left the member a voicemail today to offer a document verifying this transaction. However, since it contains sensitive banking information, we will wait for their confirmation before sending it privately.
  
  Regarding the two transactions on the members account (-$500 and +$500), the initial -$500 entry was recorded by our accounting team to acknowledge the bond which was not already represented on the account statement, while the subsequent +$500 transaction reflects its return, bringing the balance to zero. This ensures that everything has been processed correctly.
  
  Please feel free to relay this information to the member, and let us know if any further clarification is needed.
  
  Kindest regards,

  The Communauto Team

  
  

  Customer Answer

  Date: 24/03/2025

   
  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.
  
  Sincerely,
  
  ******* *********