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: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,
  
  ******* *********

• Initial Complaint

  Date:09/01/2025

  Type:Order 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.

  False or misleading claims about services offered.Received a parking ticket of $40 for parking in an eligible free parking zone. Inquired for correcting the ticketing mistake. The company provided contradictory information about parking eligibility and charged me $60 for the ticket. Reached out for clarification: Your policy clearly stated "The [roundtrip] vehicles also have residential parking permits, just like FLEX vehicles, so the same rules apply for on-street parking. Read the signs carefully."(Attachment Communauto FAQ.pdf). Your policy clearly stated " [The] carsharing permit program allows FLEX cars to be released on-street within the service area where EXCEPT BY PERMIT signs are displayed provided there are no restrictions there (check all signs)."(Attachment FLEX Parking Guide). In you follow-up email you stated "The ticket you received during your trip was rightly issued as the car was a round-trip one and does not have the same street parking privileges as a FLEX car."(Attachment Gmail - Follow-Up On Report). Ontario's Consumer Protection Act, 2002 explicitly prohibits false or misleading claims about services offered (Section 14). Please review my Complaint Notice (cpo_0008-17 4).The company again claimed that "The reservation you had was for a station based vehicle and not a station zoned vehicle", and that "Since these types of stations have a zone you can park in that is the only exception to a round trip vehicle having a flex permit. We can confirm that the station based vehicle you used is not a station zone vehicle."I seek compensation for the charged amount and that the business updates its information about parking restrictions. I've seen a lot of similar ticketing issues happen to Communauto users in the area. I appreciate the service, but the information needs to be clear and uses consistent language.

  Business Response

  Date: 17/01/2025

  Hello,
  
  We hope this message finds you well. Were sorry to hear about your concerns regarding the parking ticket and the information provided. We appreciate the opportunity to clarify our parking policies and the steps we take to ensure members can park without issues.
  
  Parking and Station Details
  
  Communauto offers different types of vehicles and stations, each with specific parking rules:
  Round-Trip Vehicles: These vehicles must be returned to their original station at the end of a trip. Parking information specific to each station is readily available in the app or on our website. For stations in ******* without residential parking permits, the station notes clearly state:
  This vehicle does not have a street parking permit, so please note parking restrictions and fees when parking during your trip.
  Station Zone Vehicles: These vehicles can be parked within a designated zone, similar to FLEX vehicles. Station notes for these vehicles specify:
  Always end your trip within the boundaries of the Station Zone in an Except by Permit spot, as you would a FLEX vehicle. The same privileges and parking restrictions apply, with one exception: do not end your trip on a street where the authorized parking side alternates from one period to the next.
  For FLEX Vehicles (one-way trips), they have residential parking permits, which are displayed on the windshield. This allows them to park in areas marked Except by Permit within the service area.
  
  We understand that parking policies can seem complex, and were continuously working to improve how we communicate these distinctions to our members.
  
  The FAQ section cited in your complaint is specific to vehicles with residential parking permits, such as FLEX and station zone vehicles. However, round-trip vehicles parked outside of their designated station must adhere to local parking restrictions, as they do not share the same privileges. This distinction is outlined in the "Driving, Parking, and Ending a Trip" section of our FAQs:
  "During your trip, you are responsible for parking the vehicle legally and respecting signage like any other driver. At the end of your trip, you must always release the car back at the station or station zone where you started your trip."
  
  If you have an outstanding ticket or believe an infraction was issued in error, we encourage you to contact our customer service team directly through our ticket line for further review. We strive to work collaboratively with members to resolve such issues promptly.
  
  We also welcome your suggestions on how we can improve our communication regarding parking rules and vehicle types. Please feel free to submit your recommendations via the contact form on our website for consideration.
  
  We value your membership and are committed to providing transparent and accurate information to help our members make informed decisions while using our service. Thank you for bringing this to our attention.

• Initial Complaint

  Date:17/12/2024

  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 was billed monthly despite calling multiple times to cancel the contract because I have never used, and have no intention of ever using the service.

  Business Response

  Date: 07/01/2025

  Hello,
  
  Thank you for reaching out to us.
  
  Your account cancellation request was received and can confirm that we have responded back to you via your email address on file. As an Open Plus plan member who opted into the open plus plan on May 1, 2024, the account cannot be cancelled until the minimum 12-month commitment has been met. For more information about our plans with 12-month commitments, please visit our Rates page and Terms of Use by visiting us at **************************************.
  
  The earliest your account may be cancelled, or your plan downgraded, is during the month of April 2025. If you would like us to schedule the account cancellation to occur automatically once the 12-month commitment has been met, please reach out to us through our contact form. 
  
  We thank you in advance for your understanding.    
  
  Kindest regards,

  The Communauto Team

• Initial Complaint

  Date:07/12/2024

  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 paid Communauto 500.00$ as membership bond on the 8th August 2023 and despite cancelling my account in September of 2023 and thus being eligible for bond reimbursement by October 2024 (or, as I was told in their most recent email, by the 31st ??? of November) I have still not received the money. I live overseas and I am aware that bank transactions might be more complicated (including a 20$ fee for the transaction which I was not told beforehand!) but its been weeks now and I know this company has a reputation for not returning the bond in time.

  Business Response

  Date: 17/12/2024

  Hello,
  
  We hope this message finds you well. Thank you for bringing your concerns to our attention. We value the opportunity to address them and to provide a thorough response.
  
  First and foremost, we would like to apologize for the unexpected delay in processing your membership bond refund after the cancellation of your account. Please know that we take our commitment to our members very seriously, and it is our intention to honor the timeframes outlined for bond reimbursements.
  
  As per our email correspondence, we previously notified you on August 28th that your account would be closed by the end of September 2024, with your bond reimbursement to follow starting on October 31st, 2024. In our November email, we further clarified that, according to our Terms of Use, the membership contract requires a three-month written notice for termination. While we generally strive to process refunds sooner, there are times when we must adhere to this three-month period, as outlined in section 4.3.2 of our Membership Contract. In our follow-up, we asked that you reach out if your bond had not been refunded by the end of November 2024. We are grateful that you took the time to do so and appreciate your understanding of the added complexity of international transactions.
  
  We are pleased to confirm that your refund was processed by December 10th. If you have not yet seen the refund reflected on your end, we kindly invite you to contact our customer service team and request to speak with a supervisor. We will prioritize resolving the matter by liaising with our accounting department to ensure there are no further delays.
  
  At Communauto, we deeply value the trust our members place in us. Please rest assured that we are taking proactive steps to refine our internal processes and prevent similar delays in the future. We remain committed to providing the best possible experience for our members.
  
  Thank you once again for your patience and understanding.
  
  Kindest Regards,
  The Communauto Team