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:13/02/2025

  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

• Initial Complaint

  Date:26/11/2024

  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.

  On November 3rd, I reserved a vehicle using the Communauto app. Upon arriving at the location, the vehicle was nowhere to be found. I walked around for 20 mins or so, whilst on the phone calling Communauto,. As I was going to be late to an appointment and no one was answering the phone, I cancelled the reservation and made a new one to another vehicle which thankfully was at the location specified by the app. I checked my account to see that I had been charged for the ghost car on top of my new reservation. I then sent a request via email for this charge to be taken off my account, but 3 weeks later I had heard nothing so I decided to call their customer services. The phone was answered and after explaining what had happened, all I received was a rude answer of, well the car was there and you should have just held on the phone until someone answered. After arguing my point to the agent, that the car was not there, you can see it moved 0km and then I had to hire another vehicle, she put me on hold for 10 mins, and the proceeded to tell me that they would be taking the charge off my account, but it was a one time deal and if it happened again, they wouldn't do anything, and she used the words FOR LIFE. My experiences with the so called service from Communauto has been probably the worst I have ever experienced. From taking over a month to open an account, to being forever on hold when you call them, to no one responding to emails. I will now have to wait a full year to get my $500 deposit back to cancel my account, which I will be doing as soon as the year is ****** this company does business is beyond me, with the level of incompetent service they provide.

  Business Response

  Date: 04/12/2024

  Hello,
  
  We apologize for the inconvenience caused by this situation. A credit of 15.00$ (plus tax) will be applied to your future reservations, as compensation.
  
  On November 3rd,you reserved vehicle 9814 starting at 1:15 PM, located in station-zone des ******** and ******. At this time, the vehicle was at the
  correct location :on ****************, between **************** and boul. ********. Wait time on our assistance line varies according to our call volumes. We always answer as fast as possible. However, we understand that you needed to quickly reserve another vehicle.
  
  Rest assured that a follow-up has been carried out with the agent. The term for life should not have been used. It means that a one-time exception was given to you by cancelling the reservation with vehicle 9814 free of charge, since the vehicle was at the appropriate location.
  
  Best regards,
  The Communauto Team

  Customer Answer

  Date: 04/12/2024

   
  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:25/11/2024

  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 have request to close my account last year. The account was closed in June but I have not yet received my membership bonding refund. Since I lost the access to my account I cannot change my address anymore. I called in August to change address and they say the will send cheque in 2 months but I still haven`t recieved anything.

  Business Response

  Date: 04/12/2024

  Hello,
  
  We apologize for the inconvenience caused by this situation. We confirm that the address on file is correct. A new cheque, in the amount of 500$, can be sent to the address on file. However, given the current Canada Post strike, there may be a long delay before the letter is received. If you wish to do so, you can send us your void cheque via our online contact form : Contact - Communauto Montral
  
  We will be able to refund the membership fee by bank transfer. Please confirm which option you prefer.
  
  Best regards,
  The Communauto Team

  Customer Answer

  Date: 22/01/2025

  In June 2024, I canceled my membership with Communauto, and as part of their policy, I expected to receive a refund for my membership bond. However, to date, I have not received this refund, despite multiple attempts to resolve the issue directly with the company. The membership bond amount I am owed has not been refunded even after I followed the steps Communauto outlined to address this issue. I previously filed a complaint, and they responded by instructing me to submit a void cheque through their websites contact form. I complied with this request and submitted the void cheque over a month ago, yet I have received no response, acknowledgment, or communication from them regarding the status of my refund. I am frustrated by the prolonged delay and lack of professionalism in how this matter has been handled. Communauto has not upheld their commitment to refund the bond in a timely manner, nor have they provided any explanation for the delay. I am seeking assistance from the Better Business Bureau to help resolve this matter and ensure Communauto processes my refund as soon as possible. I believe this lack of communication and failure to fulfill their obligations is unacceptable and hope this complaint can help bring the matter to a prompt resolution. Thank you for your attention to this issue.

  Customer Answer

  Date: 24/01/2025

  I have upload void cheque as the business requested more than one month ago, they said they need time to  process but I still have not receive any update

  Business Response

  Date: 24/01/2025

  Hello
  
  Thank you for your communication.

  We confirm receipt of your void cheque via our online contact form on December 14, 2024. Following this, the information was forwarded to our accounting department, which has confirmed that a bank transfer of $500.00 was processed on January 11, 2025. The funds should have been deposited into your *** bank account within two to five business days.
  We kindly ask that you review your bank transactions and, if needed, contact your financial institution for further clarification. For your convenience, we have attached proof of the reimbursement.
  
  Should you require any additional assistance, please do not hesitate to reach out.

  
  

• Initial Complaint

  Date:28/10/2024

  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.

  Bonjour,I would like to file a request to waive the $50.9 and $34.79 charge for the rent on Sep 20 and 19 respectively. I wrote to the company 3 times since Sep 19 however non were replied. A video was also sent to them. On Sep 19, I started my trip on 8:22am. I was not able to turn the mode to D or R, both drive or reverse mode are not available. I can engage * mode and disengage the * mode. After disengaging * mode, it goes to N which the car will free flow per the road surface. I can only push the brake and not able to drive. I made a call to your service centre and waited for more than 20 minutes. And both of us have also gone online to check if there is anything I was wrong. I can confirm that steps I did to start the car were correct. As time gone by, everyone was nervous. After multiple try for switching the car on and off while still waiting on the phone, it can finally turn the mode to D. But that was already 9am. We had an appointment for a road test at ********* on 9am, and due to this incident we arrived there on 9:27am. The centre refused our appointment and we have to change the date to Sep 20 at *********. The driving to ********* is a lot more far and took longer due to traffic at that time. On Sep 20, Longueuil were training staff and some changes taken place and the drive test was failed due to the change and the new route. If the test on Sep could take place, we wouldnt have to go on Sep at a different route and met the different situation. A third trip on Oct 23 has to take place at the first centre for another drive test. The 2 extra trips, 2 day off, plus the extra test fee $32 is unnecessary if the appointment was not delayed like that. Therefore I would request Communauto kindly refund the charge on this 2 trips. We thank you for your understanding.Cordially,****

  Business Response

  Date: 01/11/2024

  Hello Mr. *****
  
  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 ********** 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.
  
  - The Communauto Team

  Customer Answer

  Date: 05/11/2024

  Complaint: 22479360
  
  Thank you for your reply.
  
  I am deeply disappointed with your response indicating no responsibility for the vehicle malfunction, customer service failure, and offering only a $15 credit, after multiple ignoring of email and unanswering of hotline. 
  
  While the issue was not classified as an engine failure, its an electric car that doesnt contain an engine but instead controlled by a computer alike unit which has failed. Multiple report over the internet reflecting this car model may go into a zombie state that requires multiple restarting. This can be resolved by updating the software. In my particular case the fact remains that the vehicle was demonstrably undrivable for more than half an hour. 
  
  
  You mentioned I have started the car in a wrong way at first and then in a correct way afterwards which is not the fact. If this has been the case, it would be solved easily if your customer service has answered the phone in time. However your customer service did not answer the phone for over 20 minutes either. I started the car the same way multiple times and its a correct step and therefore wasnt my fault. 
  
  This zombie state resulted the following:
  
  - 3 trips with 2 wasted unnecessary: One to the original test center (*********) and a second longer, to the alternate test center (Longueuil)
  
  
  - 2 extra lost days of work: To accommodate the rescheduled driving tests
  
  
  - additional driving test fee of $32
  
  These unforeseen circumstances, directly stemming from the vehicle malfunction, have now necessitated a third driving test scheduled for October 23rd back at the original **************************
  
  I respectfully request an escalation for the full refund for the charges incurred on September 19th and 20th totaling $85.69. Please understand that this is only a charge from your company that I should not have spent, and that I have not requested a compensation for the loss of 2 working days and the extra test fee of $32. 
  
  Aside from the time communicating with your company as you do not answer either emails and calls at all, I believe a refund of the charge is of the most reasonable and easy way. 
  
  Thank you for your attention.
  
  Sincerely,
  
  Mr ****

  Customer Answer

  Date: 09/11/2024

  Dear Bbb,

  Communauto customer hotline supervisor left me a voicemail, confirming that the car did not started properly. He claim without proof, that I might not have push the break pedal when starting the car and therefore would not refund me the 2 wasted trip. He said its common because the car just said Push to start on the start button. He also confirmed that the line was not able to connect when I called on that day, and insist that I have to wait whatever waiting time it has to take.
  

  I would like to reinstate that, I followed a correct step to start the car. I hereby explicitly clearify that, I did pushed the break pedal when starting the car. I would not have missed this as this step is the same across all cars - including mine in another country. Video can also proof. 
  

  Kia Niro Ev has been known to have a zombie status after starting the car. It is all over the world and car owners have to update the software. **************************************************************** is one of the report of such incident. It is the companys fault missing the update that happened. 
  

  Again, I am not asking for a compensation for the work day lost and the extra exam fee. I am happy to resolve the case by get a $85.69 usage credit if the company is not open up for a refund for the said amount.
  

  Currently I am not planing to go forward via a small claim, but according to an advice from Novum via my organization, if this has to go through a small claim, I can include the lost of work day and other costs in the case. 
  

  I have been an on time fee payer and I always pay ahead before statement is released. Id like Commonauto to treat me as a decent and creditworthy customer instead of a disposable indiligent guest. Please escalate this to a managerial level for the refund/credit. 

  Business Response

  Date: 11/11/2024

  Hello Mr. ****************** revision of this case, we must maintain our position of offering a 15.00$ credit, for the reasons mentioned in the previous message. A supervisor has tried to call you about the situation and has left you a voice message at ************. Do not hesitate to call us back at ************, during opening hours, and ask to be transferred to ******. It would be a pleasure to discuss this case further with you by phone.
  
  Best regards,

  The Communauto Team

  Customer Answer

  Date: 11/11/2024

  Dear Bbb,

  First name: ******
  

  Please relay to the business the latest provided Additional information and I would like to see how they would proceed from there.

  Thank You for the liaising work. 

• Initial Complaint

  Date:26/08/2024

  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.

  The complaint is regarding cancellation of my membership and return of a $500 deposit.On the 1st Aug I requested my membership be cancelled. I received no response. On the 12th Aug I called and was told over the phone my membership would be cancelled and deposit returned by the end of September. On the 14th I received confirmation of my membership cancellation, but with end of October being the deposit return date. I sent communauto messages via their online form on 15th and 16th Aug, uploading my direct deposit info and explaining this issue. I again received no response so I called again today and have been told a request to move up the deposit return is now being submitted. I have also tried contacting communauto via ******** with no response.I have moved country, so for each month my deposit return is delayed I am charged $40 by the bank. I also have to activate roaming on my Canadian number, which is $15 per day. Plus I can't cancel my Canadian phone contract until this is resolved, another ~$40 per month.I have also been charged a membership fee for August and am concerned they will continue charging me.Their online contact form also does not sent the customer a copy, making it hard to collect evidence.

  Business Response

  Date: 06/09/2024

  Good afternoon,
  
  Thank you for your feedback. We appreciate the opportunity to address your concerns. We would like to sincerely apologize for our delay in replying to messages that you sent to us through our contact form. We have every intention of refunding you in a timely manner.
  
  Our membership contract requests that we are given three months written notice to ensure that your bond refund is scheduled to occur on your expected cancellation date. We apologize for any miscommunication regarding the exact date of your reimbursement but believe that the refund schedule was provided in accordance with our policies and the terms of your subscription.
  
  At this time, we have also reached out and provided an updated refund schedule in consideration of your circumstances. We hope that our resolution is satisfactory and addresses your concerns.
  
  Kindest regards,
  The Communauto Team

• Initial Complaint

  Date:16/07/2024

  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.

  June of 2023 I signed up for communauto and layed a 500$ bond, to be returned to me after my contract ended 1 year later. (The Bond of 500$ was charged as two separate counts of 250$) I made a request to get the money returned to me earlier. I was told I'd get it sometime at the end of April 2024. When I never recieved the reimbursement, I reached out to Communauto. I was told I never made such a request, and the earliest they could return it to me was now at the end of May 2024.End of May 2024 came and passed, I still did not receive my money. I contacted the business again via email. After not getting a response to my 2, maybe even 3 emails I phoned them. I was told they were very backed up and that's why it was taking so long. I called again the next day and was told that they actually forgot to add me to this month's payment plan or something of the sort, and I would now have to wait until the end of June 2024 to receive my money. End of June 2024 came and passed. I received an email that said my money was sent out to me on June 27th. Around July 3rd maybe I called communauto again and was told that the money was sent out and if I hadn't received it yet I should call my bank. My bank told me to wait 7 business days and if I did not receive the money I should file a claim with them. Of course, I never recieved the money. I later learned I was not eligible to file a claim as the transaction happened over 90 days ago. So, I'm reaching out to the BBB in hopes of getting my money returned to me. This money was supposed to help me pay rent, I was nearly evicted until I somehow managed to come up with 500$. I would like to request some interest on the 500$ that communauto owes me, as I've really suffered as a result from them.Thank you.

  Business Response

  Date: 22/07/2024

  Hello ******,

  We apologize for the inconvenience and frustration you have experienced regarding the return of your $500 bond. We understand the importance of these funds to you and deeply regret the delays and communication issues youve encountered.

  Upon reviewing your case, we discovered that the direct deposit information provided to us was incorrect.Specifically, the transit number you provided was only 4 digits instead of the required 5 digits, causing the return to fail. We confirmed this issue today.

  Additionally, we attempted to contact you by phone to resolve this matter promptly, but the number we have on file is no longer in service. We kindly request that you provide us with your updated contact information and correct banking details so we can expedite the return of your bond.

  We sincerely apologize for the oversight and delays in processing your refund. While we understand the inconvenience this has caused, we will not be able to provide any additional compensation beyond the return of your $500 bond.

  Please accept our apologies for the inconvenience caused. We are committed to resolving this issue swiftly and ensuring it does not happen again in the future.

  Thank you for your patience and understanding.

  Sincerely,
  The Communuauto Team

  Customer Answer

  Date: 23/07/2024

   
  Complaint: 21998612
  
  I am rejecting this response because:
  

  I think it's audacious to send me anything less then 500$. I understand my remaining balance of the account may have been deducted but a) I was unable to pay that amount myself because I was denied access to my account and haven't been able to log in for months. And b) this 500$ is overdue by a year and 3 months, which is the first time I asked for my money back. This is a company that charges you by the minute for going over the allotted 30 minutes of driving. And you're deducting a 14$ balance fee on a payment I was not even able to pay back, when I was financially better off? I refuse that. And I refuse the very feeble attempts you made to try and contact me to let me know my bank information was incomplete. I was numerous of your employees while I was on the phone with them that I did not have a phone plan anymore. Mind you, because I could not afford one anymore!! I told you guys multiple times email was the only way to reach me. Thanks for the 487$ but I'm not closing this case till I recieve my full 500$. 

  Sincerely,
  
  *******************************

  Business Response

  Date: 01/08/2024

  Hello and thank you for your feedback. We appreciate the opportunity to address your concerns.
  
  We understand that you are dissatisfied with the amount refunded to you. We would like to clarify the situation regarding your account and the refund process.
  
  We apologize for any inconvenience you experienced in accessing your account. We have noted that your account had an outstanding balance, which was deducted from the total refund amount. This deduction is standard practice to settle any unpaid balances.
  
  Refund Amount and Commitment: We want to remind you that you signed up for the Value Plan on May ******, which comes with a one-year commitment. The refund was calculated based on the terms of the plan and the period you were subscribed. The amount refunded to you is correct according to our records.
  
  The fees deducted from your refund include the monthly plan fees associated with your Value Plan. These fees are part of the commitment you agreed to when you signed up. We understand your frustration, but these fees are necessary to cover the services provided during your subscription.
  
  We appreciate your understanding and cooperation in this matter. We believe the refund provided is in accordance with our policies and the terms of your subscription. If you have any further questions or require additional clarification, please do not hesitate to reach out to us.
  
  Kindest regards,
  The Communauto Team

• Initial Complaint

  Date:22/06/2024

  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.

  OUTSTANDING REIMBURSEMENT FOR GAS, lack of Ethics/ Integrity/ unprofessional, incompetence, unsafe Signed up stating I dont have data and need a fob. I ended up using data because their fob didnt come for almost 3 weeks . They took 2 weeks/2 calls to do my app After three rentals that I closed my account after being treated very badly by staff member named ****** -first car was at approx 25% gas so took it to station already annoyed as this is why I ended my membership last time years ago. I wasnt sure if I could use their SHELL MC at ESSO so called from station, hold ******************************************************** time I waited I lost key from pacing outside car as phone wouldnt connect. I couldnt find key so drove home 2 miles away to get son who then found it under seat and drove back to station. I did get son to take pics of low gas amount as I required to fill it. Went to use their card and it wouldnt work after several tries resulting in call back. She said use my own MC and would be reimbursed in 5-7 business days..IT IS NOW OVER A MONTH When I retired car it would lock I missed bus to work waiting AGAIN 23 minutes on customer service just to lock the door!I submitted request for time back of wasted calls and for gas, sent several times to no avail The email I finally received was pathologically rude and dismissive and fabricated info against me. I was shocked! She has an answer for everything all rude/dismissive/ deflective- accused me of leaving the car unattended and threatened if I did it again I would be suspended..but then suspended my account anyways accusing me of driving and taking pictures! MY SON TOOK THOSE PIC! So they suspend me on falsehoods and still have NOT reimbursed my gas receipt sent several times ****** rude unprofessional dishonest behaviour is why I cancelled my account. She is not a good fit with ethical people Im still waiting over a month for my gas money reimbursement from this outrageous company

  Business Response

  Date: 02/07/2024

  Hello,
  
  We are sorry to hear about your recent experience and that you were dissatisfied with your interactions with our agent. We sincerely apologize for the inconvenience and frustration you have encountered.
  
  We appreciate you reaching out to us and can confirm that your fuel reimbursement and fob fee have since been processed and returned to your account.Additionally, we have left a message with you today requesting that you send along your direct deposit information at your earliest convenience so that we can expedite the deposit back to you as soon as possible.
  
  Please know that we take all customer feedback seriously and are committed to improving in any way we can.
  
  Thank you for bringing this to our attention, and we appreciate your patience as we work to resolve this matter and complete the necessary follow-up.
  
  Sincerely,

  Communauto Team

  Customer Answer

  Date: 06/07/2024

   
  Complaint: 21886953
  
  I am rejecting this response because: it continues to be offensive and incomplete

   

   Stop calling me YOU have wasted enough of my time waiting on calls then to be offended and  falsely accused by pathological staff  and suspending my account fraudulently.YOU claim I was dissatisfied with your agent.  Any decent honest responsible person would be. This isnt about ME this is about your appalling treatment of clients in  falsely  accusing them of things they havent done then suspend their accounts based on that fraudulent  unsubstantiated  stance. I joined  for medical reasons and you denied me access to that while wasting my time on calls that you didnt reimburse me for fairly while your cars didnt hook up phones..  Your communication continues to be   disingenuous and rude and I want |ALL my money back.. that includes my abstract fee that YOU wasted.

   

   You are unethical and unprofessional and outrageous and fraudulent: NOBODY would be satisfied with that,  May 19 ...still waiting for gas reimbursement is gross incompetence yet that agent had all kinds of mouth on everything else

   

  Do not call me again and no you wont be my banking information you are not to be trusted .. mail me my completed cheque of all 3 reimbursements:  a fob I didnt use and  my gas and my abstract that  only go to use 3 cars with several issues

   

   

  
  
  Sincerely,
  
  Gaidheal ********

  Business Response

  Date: 08/07/2024

  Hello,

  Thank you for contacting us again and sharing your concerns. We apologize for any inconvenience and frustration you have experienced. We take your feedback seriously and are committed to resolving this matter promptly and to your satisfaction.

  The reimbursement for the fob fee and the fuel purchase has been processed and refunded to your credit card on July 2nd. Our staff left a voicemail last week to let you know that this was happening. This method was chosen to return your funds as quickly as possible without requiring your banking information.

  Please note that abstract fees are non-refundable, as they are a mandatory requirement for all memberships with Communauto.

  We appreciate your patience and understanding. If you have any further questions or concerns, please do not hesitate to reach out to us via our contact form online. We are here to help and ensure a better experience moving forward.

  Kindest regards,
  The Communauto Team
  

  
  

  Customer Answer

  Date: 16/07/2024

   
  Complaint: 21886953
  
  I am rejecting this response because: I'm fully aware of the contract when I signed up and it's them that are in breach of the contract for not delivering the service that they claim that they will deliver.I understood the abstract was non-refundable when I signed up, it was never my intention just to rent three times so I didn't mind the investment at the time thinking I was going to have a long-term relationship HOWEVER because of their appalling unethical unprofessional behaviour my relationship with them was cut very short and it continues to be as disturbing as it was when it happened They claim that they tried to refund my money as soon as possible... The lies never stop, my gas receipt is dated for May 19th and I had to send many emails with no responses and it's only because I filed with the BBB that you're even responding without a pathological mouthpiece... you weren't the least bit swift or thoughtful in fact I have no doubt that ***** is the one that deliberately jeopardized that as well so you keep peeing on my leg and tell me it's raining... you continue to be a dishonest business

   

  I expect my abstract to be refunded because you are in breach of a contract

  I only agree to it because you said you would deliver a particular service and not only did you  fail at that I had to endure disrespect rudeness mocking fabrications attacks in my family integrity, attacks on my integrity, fabricating a narrative so that you can suspend me for no reason you literally suspended me for a fabricated reason and then threaten to suspend me on another fabricated reason ...there's something very wrong with you people ... so I expect my abstract to be refunded because you're in breach of the contract not me and it's the least you can do for all the work you created and the disrespect I endured it's the least you can do for being in breach of your contract causing me distress it's the least you can do for fabricating information against my family integrity and my integrity 

  Had I known it was going to be such a short-term relationship I would have just got my own abstract and giving you a copy.... I signed up with you guys because I needed you for medical trips and because you suspended me on a lie created by a psychopath you have employed with you

   

  I wasn't able to get that transportation I needed to medical appointments so you cost me more money paying for cabs and you have the audacity to make this be about we don't refund abstracts after what you people pulled ?!?!

   

   

  
  Sincerely,
  
  Gaidheal ********