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:13/11/2025

  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.

  This is my second complaint with Communauto. The first was when their cleaning staff threw garbage and pet hair into my organic bin and then did not come to pick up their waste when we requested it to be removed. Now one of your users has hit my parked car with a communauto vehicle while parallel parking and has parked it bumper to bumper with my car. No respect for other peoples property!

  Business Response

  Date: 17/11/2025

  Hello,
  
  To properly address an incident involving a Communauto vehicle, we require specific details, including when and where the incident occurred, whether the vehicles were in contact at the time, photos and whether any information was exchanged with the driver. This information allows us to identify the member involved and initiate the appropriate insurance procedures.
  We also recommend filing a police report, particularly if there is damage or if the driver left the scene without providing their information. A report helps protect you and ensures that all parties are properly documented.
  
  At this time, we have not received any direct report from you through our official channels. Unfortunately, submitting this solely through the BBB does not provide us with the information we need to investigate or take action. We kindly ask that you contact us directly so we can open an incident file and begin the review.
  
  We appreciate you bringing this to our attention and would like to assist you as quickly as possible once we have the necessary details.

• Initial Complaint

  Date:11/11/2025

  Type:Service or Repair 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 am a member of communauto and had joinded with the valuplus plan that required $500 for a bond. This bond would be held by the company for a minimum of 12 months. After that you could ask for the $500 back. In mid july I gave a written request through their contact page and was told I would receive the funds by ********* in october. October has come and gone and I've not received the money. I've reached out a few times now, plus a phone call and have been repeatedly told "they'll look into it". There is no person of authority I can talk to, to have this resolved. I'm at the mercy of when billing decides to get around to it.

  Business Response

  Date: 13/11/2025

  Thank you for bringing this matter to our attention. We wish to confirm that the refund of your $500 bond was processed on November 12 via e-transfer. Please be aware that, depending on your financial institution, it may take 12 business days for the funds to appear in your account
  .
  We sincerely apologize for the delay in completing this refund and truly appreciate your patience throughout the process.
  
  Your feedback is important to us, and we remain committed to ensuring a smooth and transparent resolution.
  
  If you have any additional questions or concerns, please do not hesitate to contact us directly. We are here to help.
  
  The Communauto Team
  

  Customer Answer

  Date: 13/11/2025

   
  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,
  
  ******* *******

• Initial Complaint

  Date:11/11/2025

  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 am requesting the resolution of two financial, administrative and a charge dispute matters that have been neglected.1. Account and Gas Deposit Refund: I require the immediate refund of my full account deposit balance and the gas deposit currently held by Communauto. These funds are the $500 plan deposit and the $119.51 gas deposit which should be returned to me in *********************************************** advance. They said they issued the cheque which I have never received. Even after I updated my address with them in 2025 September, there is no respond from them. The return of my fund is past due for 3 months and need to be returned to me without further delay.2. Address Update: I submitted a change of address by online form in 2025 September, but my account information has not been updated. I require an immediate correction of my mailing address on file to ensure I receive important correspondence, including the deposit refunds.3. In the correspondence in 2025 September, I also addressed a dispute for 2 previous charges. The vehicle failed to shift into D for an extended period, leading to a missed road test. The rental charge on Sep 19 was $50.90. The malfunction directly caused the delay, forcing a reschedule, $32 test fee, and a second wasted trip on Sep 20, which incurring a $34.79 rental charge and a third trip had to be made, with rental charge $37.60. **************** cited that I was able to drive back, however before returning, its the same hassle for starting the car. The issue is not user error but a known Kia **** EV defect: zombie status, requiring a software update (citation: ****************************************************************). The fault lies with Communauto for missing this critical vehicle update.

  Customer Answer

  Date: 12/11/2025

  hello.

  not A duplicate. The deposit is due to refund in September 2025

   

   

  Business Response

  Date: 21/11/2025

  
  Hello Mr. ****************** you for taking the time to write to us regarding your experiences with the ************ assured that we strive to offer the most optimal service.
  
  Firstly, we would like to confirm that a check in the amount of 619.51$ was sent to the address on file around August 12th. However, the address on file was modified on August 26th, which could explain why the check wasnt received at the correct address. Since then, the check has expired, leaving a balance of -619.51$ on file. We are committed to reimburse this amount as soon as possible. The fastest option would be a refund by bank transfer. You can send your void check via the online contact form : Contact - Communauto Montral Otherwise, we can send a second cheque. The reception should take around two weeks including the postal delay.
  
  Secondly, the current address on file is **********************************. If this address is outdated,please confirm the correct one, so that the modification can be done.
  Lastly,regarding the September 19th 2024 reservation, we consider that the issue has already been resolved following the BBB complaint #******** and the confirmation given by phone by the supervision team. We maintain the position that was given in that discussion. As a reminder, here was our response :
  
  We apologize for the inconvenience caused by the start of your September 19th reservation. Please do not hesitate to call us at any time, at ************, if ever you need assistance during a reservation. Wait times vary according to our call volumes, but we always answer as fast as possible. Regarding vehicle 6751,you are describing that at the start of your reservation, it was in accessory mode. This means that the engine wasnt turned on, causing the inability to put the vehicle in drive or reverse. To solve this problem, the driver must make sure that the car is parked, and try turning the vehicle off and on again, by pressing on the START button for several seconds. This is why, at 9:00 AM, you were able to drive the vehicle after following these steps. Rest assured that we have validated that no other member has experienced an engine issue with vehicle 6751, in the weeks before and after your reservation. We understand that this event impacted your SAAQ driving exams. However, since the situation wasnt caused by a mechanical issue with our vehicle, we unfortunately cant credit the September 19th and September 20th reservations. As compensation, we are offering you a 15.00$credit (plus taxes), which will be applied to your future reservations. We hope this can alleviate the inconvenience you have experienced.
  
  We thank you for your comprehension. 
  
  Kind regards,
  The Communauto Team

• Initial Complaint

  Date:31/10/2025

  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 used a Communauto Flex car during the free driving periods for snow removal in ******* (Feb.13th to 15th 2025) + (Feb. 16th + 17th 2025) and have been charged for the usage during those times. The first response from Communauto was as follows:Hello,Thank you for reaching out to us.Reviewing your trip from Thu, Feb 13, 2025 10:43 to Tue, Feb 18, 2025 16:27 with the vehicle *****, I can see that there were free use periods that should have been attributed to the trip. There were free use periods for Flex vehicles in ******* and ******** on the following times:Applied rebate :Snow operation: 100% off on the cost of time from 13/02/2025 10:00 to 15/02/2025 11:00 Snow operation: 100% off on the cost of time from 16/02/2025 13:00 to 17/02/2025 11:00 It looks like the rebate did not apply in this trip and so I have submitted a request to review and rectify this trip bill and kindly allow us up to 10 business days to get this resolved. You will be notified via email once an update is available.We are sorry for the inconvenience and appreciate your patience.If you have any questions, please reach out to us by using our contact form linked above.Kind regards,KC G Communauto ************ ***********************************************: 18/02/2025 16:39:18 ....I have followed up five times on the issue. In July 2025 the response was that they were waiting for an update from the IT team. On August 5th 2025, I was told that the issue was flagged as urgent. I have not received any updates or reimbursement as of today October 31, 2025.

  Business Response

  Date: 13/11/2025

  Hello,
  
  We thank you for reaching out to us and we sincerely apologize for the delay in our resolution following a promised gratuity on the cost for time for your reservation beginning on February 13th. Our expectation is that when free gratuity periods are offered (typically in the event of inclement weather), the discounts are applied automatically to applicable reservations. Unfortunately, in this instance, the system did not apply the gratuity as it should have.
  
  Since in this case it was not applied immediately upon the end of the trip, we made several requests to our IT staff to review the technical details of this reservation and the implementation of our gratuity period.
  
  Once the problem was identified, our team made detailed requests to our IT department to investigate why the automatic process failed and to correct the technical issue. The delay you experienced was a direct result of that internal review and we apologize that it took longer than it should have.
  
  Our customer service team has since reached out and issued a credit to your account for the delay in our resolution.
  
  We appreciate your patience and persistence. We are working to ensure that future gratuity periods are applied correctly by our systems without the need for manual intervention.
  
  Kindest regards,
  The Communauto team

• Initial Complaint

  Date:30/10/2025

  Type:Service or Repair 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.

  This business charged me over $200 for a temporary car rental use when all the conditions for returning the car were met. This is a technology error on their side, and when I called the same day and the following two days I was put on hold for more than an hour. I sent multiple emails and received no resolution. Eventually I was offered a refund of half the amount that I have not yet received.

  Business Response

  Date: 31/10/2025

  Hello,
  
  Thank you for taking the time to reach us via the Better Business Bureau to describe your experience with your latest reservation. We appreciate the opportunity to address this charge and to clarify our end-trip procedure. We sincerely apologize for any prolonged wait times on the phone when attempting to resolve this issue once it became apparent that the trip was not ending properly.
  
  To ensure that a trip ends successfully, it is critical that each element present in the glovebox unit at the start of the trip (the vehicles key, a credit card, and a placeholder card) is properly returned to its slot at the end. A solid white light will shine around the slot to indicate that the element has been returned. Once this is done, stepping out of the vehicle and pressing the End Trip button on the mobile app will cause the doors to close and the trip to end. An end-trip confirmation e-mail will be sent to provide additional confirmation that the trip has ended properly.
  
  Ensuring that a trip has ended properly is critical to the security of our vehicles. Since all trips end with the keys returned to the glovebox, our vehicles are at higher risk of unauthorized usage or theft compared to personal vehicles.
  
  If the End Trip button in the app fails to properly secure the vehicle and end the reservation, we require that our members double check the position of the elements in the glovebox before trying to end the trip again. Our 24/7 support lines remain available to ensure that a vehicle can be secured at anytime with the assistance of an agent. Our wait times may vary throughout the day so we encourage members to stay on hold until an agent answers.
  
  In this case, our records show that one of two cards fell out of position in the glovebox at the very beginning of the trip on September 25th before any driving occurred. By the end of the trip, the key was properly returned to the glovebox unit, but the card remained out of position,preventing the trip from ending successfully. We maintain that the trip could have ended appropriately at the intended time if the position of the cards was adjusted in the glovebox. Since the trip did not end properly, the vehicle remained unavailable for other users until we confirmed the end of the reservation on September 29th.
  
  We sent courtesy e-mails on September 27th and 28th to confirm the status of your reservation once we noticed that this car was idling for a prolonged duration. We successfully reached out by phone on September 29th and shortly after ended the reservation. We do not have any records of you reaching us before the evening of September 28th through our contact form to confirm your intention to end the trip.
  
  As a one time courtesy, we agreed to credit back 50% of the cost of the prolonged reservation on October 3rd. In recognition of your recent request to close your account, we have agreed to refund the entirety of the excess trip cost and to process your cancellation request as an exception to the 12-month commitment currently active on your membership. 
  
  Kind Regards,
  The Communauto Team

  Customer Answer

  Date: 03/11/2025

  Complaint: 24084821
  
  I am rejecting this response because I need some clarity from the business: Please clarify whether I will actually receive this refund to my credit card attached to the account; it seems from your response that the prior amount ($96.74; less than half the original charge) was offered as credit, but that credit is of course unusable once the account is closed. Will the full amount be refunded to the method of payment? 
  
  
  Sincerely,
  
  ****** ***********

  Customer Answer

  Date: 04/11/2025

  Refund has been received; can close this complaint. 

• Initial Complaint

  Date:13/10/2025

  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.

  This company is incredibly misleading. They say that the $500 bond is refundable, however when it was time for me to be refunded they only gave me a credit to their account. They owe me $1000 and now I have $1000 in credit- which I dont want, hence why I cancelled my membership. This is very misleading, I even reached out to CS and they said it would be refunded via e-transfer, so I dont understand why it was credited to my account. Very shady business. This was not mentioned anywhere at any point. They make you jump through hoops to get your own money. Nonsense.

  Business Response

  Date: 20/10/2025

  Thank you for forwarding the members concerns regarding their membership bond. We appreciate the opportunity to clarify Communautos process.
  
  We understand the members frustration and apologize for any confusion caused. For context, an individual membership bond is $500 and is fully refundable following a minimum commitment period of one year. Refunds are typically issued via e-transfer, and our membership contract requests three months written notice prior to cancellation.
  
  In this case, our first attempt to process the e-transfer on September 25th was unsuccessful. A successful e-transfer of $500 was completed on October 16th. We encourage the member to verify receipt of this refund and to contact our customer service team directly if there are any issues.
  
  For transparency, when a refund is processed on an account, it may temporarily appear as a charge paired with a credit. This accounting entry is solely for record-keeping purposes and does not affect the refund itself. Any remaining balance or credit on a closed account is refunded as part of the cancellation process.
  
  We sincerely regret any confusion and thank the member for bringing their concerns to our attention. Communauto is committed to ensuring that refunds are handled fairly and promptly.
  
  In any case, we appreciate the opportunity to provide clarification and ensure the members concerns are addressed.
  
  Kindest regards,
  The Communauto Team
  
  
  

• Initial Complaint

  Date:10/09/2025

  Type:Product 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.

  In September 2024 I requested that my Communauto account be closed. I never received confirmation, and for months afterward I could still log in, view my account, and even use the service. One year later, in September 2025, Communauto finally closed the account without informing me. They mailed a refund cheque to the old address on file, without confirming if it was still valid after such a long delay. By then I had moved, and the cheque was lost.On September 10, 2025 at 12:57 p.m., I called customer service. The agent, ***********, was rude from the start. He told me I would need to pay a fee to have a new cheque issued because, according to him, it was my responsibility to update my address every time I movedeven though I had asked for the account to be closed a year earlier. I explained that it is unreasonable to require a former customer to keep updating personal information after closure, but he only repeated policy. I asked several times to be transferred to a manager, and he refused.This is unacceptable. I followed procedure by requesting closure, yet Communauto failed to act in a timely and transparent way. Mailing a cheque a year later to an outdated address shows negligence, and demanding a fee for a replacement unfairly penalizes me for their mistake. The agents behavior and refusal to escalate made the situation worse.Resolution Requested: Re-issue my refund cheque without fees, a written apology, and improved procedures so accounts are closed when requested, addresses are verified before mailing cheques, and staff treat customers with respect.

  Business Response

  Date: 17/09/2025

  Hello ***** ******-*********,
  
  Thank you for taking the time to write to us to bring to our attention the events you have experienced. We apologize for this situation and are committed to rectify it for you.
  
  On September 14th 2024, we received your request to close your account by phone. On September 18th 2024, a confirmation email was sent to the email address on file : ************************ this email, we confirmed that the 500$ membership fee would be refunded by cheque sent to the address on file around June 30th 2025. The account could not have been closed before this date because of the minimum commitment of 12 months for the Value plan.
  
  Unfortunately, on the date mentioned, we could not close your account since there was a late balance on file. The balance was paid on September 5th 2025. On September 9th 2025, we sent the cheque of 500$ to the address on file and closed the account.
  
  Following your call on September 10th, a second cheque in the amount of 500$ has been sent to your current address, on **************. We confirm that the administrative fee of 15.00$ (plus tax) was not deducted. If you havent received it on September 19th, please contact us. By sending your void cheque through our online contact form, we will be able to cancel the cheque and refund your membership fee by bank transfer.
  
  We appreciate your feedback regarding our costumer service and our procedures regarding account closures and membership fee refunds. Rest assured that the necessary follow-up has been done with the agent and that your suggestions will be considered.
  
  Kindest regards,
  The Communauto Team

  Customer Answer

  Date: 24/09/2025

   
  Here's the void cheque for the deposit. I haven't received the cheque by mail. Please send the 500$ deposit back as soon as possible by bank transfer. Thank you.
  
  
  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,
  
  ***** ******-*********

• 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,
  
  ********* *******