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:05/05/2024

  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 am a graduate student at *********************** (********) currently doing a research internship at ****** (***********) for the entire month of May. In January I started planning my trip and was trying to decide if I should take a Communauto Flex to ******, as this service is offered in ******** and ***********. I was unsure if I could release the car in ****** since it was from ********, and after unsuccessfully finding the information online and not listed in the fees and penalties document, I decided to call Communauto from my institute's phone line (protected line). I was told by an agent that it is possible so long as I drop it at a "Flex Drop Off Point", so that is what I did. The trip to ****** was yesterday, May 4th 2024. I went to a drop off point as instructed and was not able to release the car. I therefore called Communauto and the agent handled it for me. The drop off point was very far from my accommodation, it was getting dark, and as a young woman, I decided to call an Uber back. I was then called again minutes later by an agent saying that I was not allowed to drop it there (even though she originally let me, and my trip was confirmed as ended and I was charged). I explained to her through tears that I was simply going of what I was told by a Communauto agent, to where she dismissed me and was hostile towards me. As I was released from the car, I had no way of accessing the car to return it, to which she told me I would either be billed for having it for the entire month of May, or to pay an exorbitant amount for the vehicle to be returned to ********. She then filed an investigation for me and I was contacted today saying they couldn't find my call from January (even though I told them I called from a protected institutional landline). I do not believe it is fair to be paying for two separate mistakes made by the Communauto agents I spoke to, in addition to the restitutions it is costing me to deal with this situation.

  Business Response

  Date: 14/05/2024

  Hello,
  
  We extend our apologies for any inconvenience experienced in relation to the recent matter. In accordance with the terms outlined in our service agreement,it is stipulated that concluding a **** trip in a different city, even if **** service is available there, is not permissible. This information is readily available in two distinct sections of our website.
  
  Firstly,within the "Rules and Regulations" document, located in the Terms of Use section, reference is made to Section 4.4.2 regarding the Possession and Return of a Vehicle. It explicitly states that utilizing a vehicle outside the **** Zone is only permitted provided it is returned within the **** Zone boundaries or to a designated **** drop-off point in the city of origin.Additionally, this rule is reiterated in the *** section of our website,specifically in the article titled "Can I take a **** vehicle from one city and release it in another?" under the Help Center.
  
  On May 3rd, the member initiated a **** trip with vehicle 6748 in ********. The following day, May 4th, an attempt was made to conclude this trip in ***********. Upon contacting our customer service team around 8:30 PM on the same day,it was explained to the member that leaving the vehicle in *********** constitutes vehicle abandonment. Furthermore, as outlined in the "Penalties and Other Fees" document available in the Terms of Use section, the cost of Communauto employee intervention is detailed as $25/hour per employee involved.
  
  Returning the vehicle to ******** would necessitate several hours of our employees' time,potentially incurring loss of use charges. To mitigate this situation, multiple agents and our supervisory team advised the member to promptly return the vehicle themselves. By doing so, we would be open to discussing potential fee waivers and the application of credits. Alternatively, if the vehicle was not returned by the end of the weekend, our agents would retrieve it and the relevant fees will be charged accordingly. Should the individual wish to expedite this process, we encouraged them to reach out to us promptly to initiate the return process. Additionally, if they prefer to retain the vehicle until the end of May, the entire reservation will be billed accordingly.
  
  Regarding the mention of a previous call in January, we regret to inform that without the corresponding phone number that was refused to be provided by the member, we are unable to verify the information provided during that conversation. As such, we cannot consider it in the current situation.
  
  We remain committed to providing transparent and reliable service to all our members and appreciate your attention to this matter.
  
  Sincerely,
  The Commuauto Team.

• Initial Complaint

  Date:12/04/2024

  Type:Billing Issues
  Status:

  UnresolvedMore 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 opened an account with Communauto in August 2022. I have never used the service, and have only opened an account. Several months ago, I started noticing charges on my credit card for Communauto, yet I had never used it. I have reached out to Communauto many times via email and phone regarding this, and they still have not resolved the issue. I am concerned that someone is using my account fraudulantly. On December 29, 2029, I received an email that I would receive a refund within 10 business days. I have not received any refund, nor have I heard back from them. I still continue to receive emails saying that there is a balance owing on my account despite never using it, and despite my account being suspended. I am asking for refunds for all charges. The dates and amounts are:Aug 15, 2023 - $57.74 Nov 15, 2023 - $115.48 I am also asking to remove the current charge on my account of $62.17, so that my account balance is zero.

  Business Response

  Date: 23/04/2024

  Hello,
  
  We appreciate the member's approach in addressing this matter, and Communauto is committed to achieving a resolution. In January, we made multiple attempts to contact the member, leaving a voicemail detailing our investigation into potential fraudulent activity on the account. Our thorough review uncovered multiple bookings on October 15th, 2023, some of which were properly cancelled by the member while others remained unused.
  
  It's crucial to highlight that our investigation concluded that unauthorized trip bookings could only occur if someone gained access to the member's device to book them. We urge all members to ensure they are securely logged out of their app or web sessions to prevent unauthorized access to their accounts.Consequently, charges for these trips remain billable, as the vehicle was unavailable for other members during the reserved time slots that were not cancelled.
  
  Regarding the processing timeline for refunds, our email dated December 29th indicated that the request was under review, with an expected response within 10 business days. Our attempt to reach the member on January 10th fell within this timeframe. Despite our outreach efforts, we did not receive further communication from the member, leading us to consider the matter resolved.
  
  As part of our efforts to find a resolution, we extended an offer waving charges for two significant trips. However, it's important to adhere to our policy,which holds members accountable for charges incurred due to uncancelled trips.Timely cancellation is crucial to avoid such charges, as outlined in our regulations. While we take steps to secure compromised accounts, members ultimately bear responsibility for maintaining the security of their accounts.
  
  Communauto values its members and strives to provide a transparent and supportive experience. We appreciate the opportunity to address this matter and are dedicated to resolving it in a fair and equitable manner. If the member has any further concerns or wishes to discuss this matter further, we encourage them to reach out to us directly.
  
  Regards,
  The Communauto Team

  Customer Answer

  Date: 23/04/2024

   
  Complaint: 21566994
  
  I am rejecting this response because:

  The response has several pieces of inaccurate information. No attempt was made to contact me in January. Please provide evidence that attempts were made. 
  

  I have never made any reservation, nor have I ever used the Communauto service; therefore I should never have been charged for anything.

  Please provide proof of all transactions, as well as proof of ALL trips that have been charged to my account.  I dont appreciate being charged for transactions that were made fraudulently or that never happened.  
  

  I am still confused as to how this could happened and I have not been given any explanation as to how someone can use my account without my knowledge  

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

• Initial Complaint

  Date:21/02/2024

  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.

  On ******* 11th, I rented a Communauto FLEX vehicle, number 4497, from 11:43 to 23:13, without issues. However, on ******* 20th, I was informed by customer service of a suspicion that diesel was added to the vehicle, causing malfunction. I clarified that on the day in question, I refueled at Shell (**********************************.) with regular gasoline, not diesel, using the Communauto card at 15:31. This could be confirmed with Shell via the credit card transaction.I noted that the car, nearly empty before refueling, was driven over 30km back to downtown ******* after refueling, which wouldnt be feasible with diesel in a gasoline car. Additionally, diesel pump nozzles dont fit gasoline vehicles, making the alleged mistake unlikely for an experienced user like me.Despite clarifying this on ******* 20th, I received no response until February 10th, when I was unexpectedly charged $691.05 for repairs on February 12th, without evidence or proper investigation into the claim.After multiple attempts, on February 15th, the gas station provided a receipt proving the fuel was regular gasoline. I forwarded this to Communauto. On February 19th, they agreed to refund the charge but advised submitting receipts promptly in the future, despite their previous assurance and lack of follow-up post-******* 20th.The receipt confirmed the use of a Fleet Navigator, a Shell business card, indicating an official partnership between Communauto and Shell, which should have simplified transaction verification. Despite proving my innocence, I find the situation distressing and the company's handling unacceptable, especially their initial unwarranted charge and contradictory communications.

  Business Response

  Date: 23/02/2024

  Hello,
  
  We want to express our sincere apologies for any inconvenience or frustration you experienced regarding the recent incident involving your rental of a Communauto vehicle. Your feedback is invaluable to us, and we take your concerns very seriously.
  
  Upon receiving your complaint filed with the Better Business Bureau, we immediately initiated an investigation into the matter. We wanted to share that our mechanics thoroughly examined the vehicle and conducted tests to ascertain the cause of the malfunction. While we understand your assertion that you refueled the vehicle with regular gasoline, our standard procedure involves a comprehensive examination, including testing for the presence of diesel in the engine, to ensure the safety and reliability of our fleet.
  
  We appreciate your cooperation throughout this process and your prompt submission of the fuel purchase receipt on February 15th. This documentation was instrumental in facilitating the resolution of your case. However, it's worth mentioning that our attempts to reach out to you on January 20th,requesting a copy of the receipt, unfortunately did not yield a response until February 15th and this is why the fees were applied without further notice.
  
  Regarding the use of the Fleet Navigator card, we want to clarify that while it facilitates transactions at fuel stations, it does not provide us with the ability to verify the type of fuel purchased. We are grateful to you for providing documentation of your transaction, which we have carefully reviewed.
  
  In light of the information you have provided and the results of our investigation, we acknowledge that the charge for repairs was unwarranted. We then took immediate steps to reverse the transactions and initiate a refund on your credit card.
  
  We sincerely regret any inconvenience or distress this situation may have caused you. We value your continued trust in Communauto and appreciate your business. Should you have any further questions or concerns, please do not hesitate to contact us directly and  we thank you for bringing this matter to our attention, and we hope to have the opportunity to restore your confidence in our services.
  
  The Communauto Team

• Initial Complaint

  Date:16/02/2024

  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.

  I am writing a complaint as I had reserved a flex vehicle #**** on February 3. I walked to the vehicles *** location according to the app and it was not there. I am not happy about this and because of this inconvenience I am 1) late for an event 2) paying for an Uber to get to said event. I would greatly appreciate this if Communauto will rectify my customer complaint by providing me a credit of $35 which for the very least covers the cost Ive incurred for a taxi.As per communications received back and forth with representatives, they admit that malfunction of their equipment/ app led to a misleading reading on the customer end. "It is possible that when you blocked this Flex car, the *** wasn't up to date so it showed the wrong address. This issue can sometimes occur and we are working very hard with our provider to try to solve the problem."I have asked for a credit for the cost of my taxi and the representatives have been extremely dismissive. My first communication with this was immediately while I was still looking for the car.

  Business Response

  Date: 22/02/2024

  Hello,
  
  We are writing in response to the complaint filed by ********************** regarding his experience with Communauto on February 3rd, specifically regarding Flex car 5089. We appreciate the opportunity to clarify the situation and outline the steps we have taken to address **********************'s concerns.
  
  Upon review of the incident, it appears that ********************** encountered difficulty locating the vehicle at the ****indicated address. We understand the frustration such situations can cause and always strive to provide immediate assistance through our 24/7 assistance line at **************. Had we been contacted at the time of the incident, we would have been in a position to offer several solutions to ****************-Cyrus,including the provision of a replacement vehicle or an Uber ride to the location of a replacement vehicle.
  
  We wish to reiterate that, as per our policy, we are unable to refund taxi or Uber rides that were taken without prior authorization from one of our agents. This policy is in place to ensure that all actions taken in situations of distress are coordinated and managed efficiently following the guidelines of our terms and conditions.
  
  In our initial communication with ********************** on February 15th, we acknowledged the possibility of an erroneous GPS position leading to the inconvenience he experienced. However, without real-time verification on February 3rd, we are unable to definitively confirm this as the cause of the issue.
  
  Following a thorough review by our management team, we have decided to uphold our offer of a $12.00 credit for future use as a gesture of goodwill. We believe this credit, while not refunding the unauthorized ride, acknowledges the inconvenience faced and our commitment to customer satisfaction.
  
  We regret any inconvenience ********************** has experienced and hope this resolution demonstrates our dedication to customer service and satisfaction. We value ********************** as a customer and look forward to serving him in the future.
  
  Thank you for your attention to this matter. Please feel free to contact us directly should you require any further information or clarification.
  
  Communauto Team

• Initial Complaint

  Date:10/02/2024

  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.

  Communeauto is a car share service operated through an app. You can book a car in the app and use it. I was using the service for a year in ******** without buying subscription (more expensive one way payments to use a car). Then I moved to ******* and started a new job so I had to drive there. I lived in Bridgeland which was in the "zone" (specific area of the city where you can get the car from, mostly around the downtown and surroundings). Communeauto have "round trip" and "flex" vehicles. The first one is you get it from a station (just a specific area on a street, one exists in Bridgeland); second one is people use the car and leave it anywhere in the zone.I brought the most expensive plan from the company called Value Extra. I have to pay $31.50 per month and also had to pay $500 deposit for a year commitment. There are two reasons why I want to cancel two months early:First, I moved to the ** of ******* to be closer to work, and it's not in the zone anymore, so I'm unable to use the service.Second, I've been extremely dissatisfied with the service. The services are extremely unreliable. It's difficult to reserve a vehicle, and you have to do it almost a month in advance (still usually unavailable). If I needed to go shopping on weekends, no cars were available in the whole of *******.The latest example, during the cold snap in *******, I reserved a vehicle to go there early morning to go to work, but it won't open. I waited at least 30 min in a cold for a reply when I called (which is normal occurrence with Communauto), and then, after trying to fix it for 10 min, the operator cancelled the reservation because the car's battery died because of the cold. I was cold and late to work as a result. The operator added it to the notes in my file.They denied getting my $500 deposit back citing 1-year commitment. I was hoping you could evaluate my case and support if applicable.Thank you so much!

  Business Response

  Date: 12/02/2024

  Hello,

  Thank you for reaching out to us regarding your experience with Communauto. We regret any inconvenience you may have encountered and appreciate the opportunity to address your concerns.
  
  We understand your need to cancel your membership early due to your relocation from ******** to *******. We want to remind you that we offer numerous station locations in *******, as well as a variety of FLEX car options for your convenience. You can find our operating areas listed here How It Works - Communauto ******* to locate the nearest location to you.
  
  Furthermore, we acknowledge your dissatisfaction with the reliability of our service, especially concerning station-based vehicle availability and functionality during adverse weather conditions. Please know that our customer service team is available 24/7 to assist with any issues accessing reserved vehicles, ensuring we get you on your way as quickly as possible. We appreciate your patience during the recent cold snap in *******; while temperatures as low as -50C can affect vehicle batteries, we strive to promptly provide alternative solutions to ensure your mobility. In regard to station-based vehicle reservations, as you mentioned, we do offer up to 31 days in advance to reserve these vehicles, so we suggest booking as soon as you are aware of your dates and times, as these station locations can fill up quickly. Rest assured,we are growing, and we are happy to share that new cars are on the way!
  
  While we regret any inconvenience you've experienced, we must clarify that our membership agreement involves a 12-month commitment. Members are responsible for fulfilling this commitment, including the associated monthly fees.
  
  If you require further information on this topic, please refer to the membership contract under the terms and conditions section of our website membership-contract.pdf (communauto.com). I will draw your attention to section 4.3
  
  4.3 Membership with Refundable Membership Bond (treated as a security deposit in ******)
  
  4.3.1 Minimum Contract duration is of one (1) year in ****** and of six (6) months in ****** for Memberships Plans that require the payment of a refundable membership bond (see Article 8).
  
  4.3.2 After this duration, either of the parties may terminate the contract at any time by giving three (3) months written notice in ****** and sixty (60) days notice in ******. Compliance with the one (1)year term in ****** or the six (6) months term in ****** as well as the notice period is needed before any membership bond is refunded.
  
  However, we do offer options to address your situation. You are welcome to close your account early, but you will be responsible for the additional months until the 12-month period is completed. To facilitate this process, we can arrange for the last two months' fees to be paid using the card on file, or we can deduct the owed amount from your $500 deposit.
  
  Your feedback is highly valued. Please feel free to contact us directly to discuss further details or to proceed with your account closure according to your preferences. We are committed to assisting you throughout this process.
  
  Thank you for your understanding and cooperation in this matter. We appreciate your continued support of Communauto and strive to serve you in the future.
  
  Sincerely,
  The Communauto Team

• Initial Complaint

  Date:13/01/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I joined your membership in 22nd July (Confirmation number: ******).
  Although I signed up for membership, my membership was not approved due to insufficient document requirements. I requested cancellation of membership on August 3rd and 21st through the web form. However, there was no reply, and additional payments were made on August 29th.
  They took my money twice 65.62usd(on 22th July) and 63.56usd(on 30th Aug)
  Even though I did not receive any benefits from your company, you collected membership fees and protection fees from me. Even though I requested cancellation before my subscription was approved, it was not accepted. I didn't even receive an access card.
  They kept saying the membership fee was non-refundable, but there was no explanation in the sign up process. I already expressed my intention to cancel, but there was no reply. How can corporations be so greedy and take people's money? What is Communauto's innovation?
  Stop stealing customers' time and money with incomprehensible billing methods and customer response. It's an unpleasant feeling every day when your company car passes by. Don’t waste any more time with passive and inconsiderate responses.

  Business Response

  Date: 29/01/2024

  We
  apologize for a billing error that was done in Mr. ***’s account. On July 22nd 2023, a preauthorization of 86.23 CAD was made on his credit card, for his
  application. However, this amount is not a payment. He should be able to verify
  in his credit card statement that the only payment of 86.23 CAD was done on
  August 30th 2023. Since his account was closed on August 29th 2023, the payment should not have been taken the following day. For this
  reason, we have refunded 86.23 CAD to his credit card this morning. The funds
  should be received in a maximum of three business days. 

  Customer Answer

  Date: 06/02/2024

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21141036, and find that this resolution is satisfactory to me.
  
  

  I am still waiting for my funds. But I think it could be delayed cause by international card process.

  I really appreciate your afford and feedback.

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

• Initial Complaint

  Date:28/12/2023

  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.

  Dealt with ****** their loyalty person. has 0 interest to listen to you. I got a parking ticket that was wrong, I took photos to prove i can park there. parked in the same spot i picked the car from. sent photos , parked right under a sign parking for commuanauto allowed. they still wouldnt *************** or cancel the charge , spent half a day on the phone with them. asked them to get a photo that proves where my car was parked from police, they wouldn't do it. although its a regular practice to acquire photo proof from parking enforcement.

  Business Response

  Date: 08/01/2024

  Hello,
  
  Thank you for bringing your concerns to our attention. We take customer feedback seriously and are committed to addressing and resolving any issues promptly. After thoroughly reviewing your case, we acknowledge the frustration you encountered while receiving a parking ticket.
  
  Upon further investigation, we have confirmed the validity of the parking ticket through collaboration with parking enforcement officers.They were able to provide conclusive photo evidence indicating that the vehicle you had reserved was indeed parked incorrectly, resulting in the issuance of the infraction ticket. This information, including photos, was sent to you by email on January 4th, 2024.
  
  It may also be helpful to review the terms and conditions of your membership contract that were accepted during the application process.Section 8 of the rules and regulations (rules_regulations.pdf (communauto.com) state the following.
  
  8. Infractions
  The Member is responsible for any parking or traffic ticket received during the period of use of a vehicle. As needed, Communauto will send any pertinent information to the competent authorities. A $20 administrative fee applies when Communauto is required to process a parking or traffic ticket (i.e. if the parking infraction is not paid by the Member themself). Any infraction notices sent directly to Communauto as the vehicle owner (i.e. photo radar, red light cameras), are automatically subject to the $20 administration fee. See Appendix - Penalties and other fees. 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 usually applies to parking violations. However, this restriction does not apply when the ticket bears the Member's name. In this case, the driver of the vehicle to whom the ticket was issued is authorized to enter a plea.
  
  At the end of the reservation, the Member must not leave a vehicle in a restricted parking zone (other than those from which the vehicle they used is duly exempt - see the *** on the Communauto website for more details). If the Member fails to do this, or fails to comply with the instructions of an Agent, the Member will be liable for costs incurred by Communauto for any parking ticket, traffic ticket, or towing caused by the Member's parking decision. If the Member fails to follow the instructions contained in this article, Communauto may instruct the Member to remove the vehicle from an area with such restrictions. If Communauto is required to intervene to resolve the problem and or if a third-party service is used (taxi, roadside assistance, etc.), the Member will be responsible for these costs (see Appendix - Penalties and other fees)
  
  As a one time gesture of good will, we decided to waive the administrative fee that is typically applied when a ticket is issued. We hope this demonstrates our commitment to customer satisfaction and our appreciation for your business.
  
  Please be aware that any unpaid balances may incur interest,and it's crucial to settle outstanding amounts promptly. We encourage you to review your account and ensure timely payment to avoid any potential complications.
  
  Once again, we apologize for any inconvenience you may have faced during this process. Your feedback is valuable to us, and we are continuously working to enhance our customer service procedures to prevent similar occurrences in the future.
  
  Sincerely,
  The Communauto Team

• Initial Complaint

  Date:24/10/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my subscription on March 2nd 2022. Communauto sent me an email advising me that I will be receiving my refund cheque of $500 by Aug 31st.
  
  Communauto sent a cheque indeed which I received on Aug 24th, but, used my account username instead of my full name which can be clearly seen on my drivers license and method of payment which was requested of me. Therefore my bank refused to let me cash this cheque.
  
  These are the times I have contacted Communauto:
  
  August 29th by phone, 38 minutess
  August 31st by phone, 35 minutes
  September 19th by phone, 9 minutes
  September 21st, by phone, 31 minutes
  September 28th, by phone, 23 minutes
  September 29th, by phone, 32 minutes
  October 6th, by phone, 37 minutes
  October 11th, by phone, 29 minutes
  October 12th, by phone, 14 minutes
  October 13th, via web, submitted 10+ tickets
  October 24th, by phone, 1 hour and 30 minutes.
  
  
  Every single time I am told that they will look into it and that someone would contact me back. It has been 2 months (and counting) and I am still waiting for my $500 refund of a service I used in 2022.
  
  I have wasted hours trying to get an answer. No one returns the calls, the business has no accountability or respect for the clients. Agents respond with "we will call you", no ownership therefore no one is held responsible to call back. This is the same company that charges by the minute, if you go over the 30 minute allotment of using their fleet.
  
  Absolutely horrible company that is wasting our time and labour. Truly terrible leadership by ********* Mr ****** ****** and the management. The only few employees who offer service sound overworked and fed up too.
  
  I request for the business to send me my $500 refund ASAP to the correct name and address and also compensate me for the hours that I have wasted literally doing the labour they should have been doing to resolve this issue. Thank you for your attention.

  Business Response

  Date: 08/11/2023

  Hello,

  We
  apologize for the situation. We confirm that a bank transfer of 500$ was done
  on October 27th 2023, for the reimbursement of the membership fee.
  On November 2nd 2023, at 2:30 PM, a supervisor called Ms. ********* to discuss the situation and left a voice
  message. If she wishes to do so, she can call us according to opening hours at
  ************** and ask to speak to ****** directly. 

  Thank you,

  The Communauto Team

  Customer Answer

  Date: 08/11/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20776194, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******** *********

• Initial Complaint

  Date:10/10/2023

  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 got 2 issue with Communauto Alberta, and I have been contacting them every a few months. Every time, they promise to solve the problems and get back to me, but it turns out they didn't. I have severe anxiety and depression, and have been taking medications. The way Communauto dealt with the issues is making my mental problems even worse.
  
  The first issue was about a parking ticket issued on 11/01/2021, which was forwarded to me on 01/04/2022, when I parked in the correct zone directed by the "FLEX Parking Guide Edmonton - Communauto Alberta" but got a parking ticket for that. I believe I already detailed the whole thing in the online message I sent to Communauto on 01/04/2022. Here is a part of the message indicating the reason why I should not be charged:
  
  "1. Lot 700 is a part of Lot N, as is shown in the screenshot of Google Maps in the attached files. Also, as is indicated in the parking rules I downloaded from your website, Lot N is a free FLEX parking space for us, which I also attach to the files. In this case, the fault belongs to the officer.
  
  2. If Lot 700 is not considered as a part of Lot N, from the map of your website, all of the places on the east of HUB are colored red, without indicating the difference between Lot 700 and Lot N, which means the instruction had been giving wrong/unclear information. In this case, the fault belongs to the company.
  
  3. There is no instruction (no signs) in the parking lot indicating Lot N and Lot 700 are two different parking lots that are charged differently. No one knows the difference between the names of the Lots unless checking google maps. In this case, the fault belongs to the University.
  "
  
  The second issue was about a parking ticket issued on 01/24/2022, and forwarded to me on 03/11/2022. The last time I used a car from this company was on 12/29/2021, thus, I had not been using cars for around a month before the issue date of the ticket. Thus, the ticket definitely doesn't belong to me.

  Business Response

  Date: 21/10/2023

  Hello,

  We
  appreciate the opportunity to address your concerns and provide you with a
  detailed response to the matter at hand.

  We have reviewed your complaint, which pertains to two
  parking tickets issued to you, one of them being on the University of Alberta
  (U of A) property but not in the correct parking lot. We understand that you
  believe one of these tickets is not legitimate and upon further investigation
  we are able to confirm that back in 2021, this ticket in question was refunded
  back to your Communauto account as requested after deeming this ticket to be
  wrongly attributed.

  We appreciate your feedback and understand that you may
  have concerns about this situation. To help address these concerns, we
  recommend adhering to all parking rules and regulations when using university
  parking facilities. This will help prevent any further issues or tickets. Since
  the vehicle was not parked correctly, the ticket fees will stand.

  We take customer concerns seriously and are committed
  to providing a satisfactory resolution when possible. However, in this case,
  the other ticket in question can not be challenged due to its validity.

  We hope this response clarifies the situation and
  provides guidance on the next steps to address your concerns effectively. If
  you have any further questions or require additional information, please do not
  hesitate to contact us. We are here to assist you and provide support where we
  can.

  Thank you for bringing this matter to our attention. We
  value your membership and are committed to ensuring your satisfaction with our
  services.

  The Communauto Team

  Customer Answer

  Date: 21/10/2023

   
  
  Complaint: 20721186
  
  
  
  I am rejecting this response because:

  For the first issue regarding to a parking ticket, I was parking in the correct parking lot, as indicated in the "FLEX Parking Guide Edmonton - Communauto Alberta", which indicated that it is free to park in the parking lots on the east side of HUB. If it is not true, then Communauto have the responsibility to correct their parking guide, and also give me the refund because of the ambiguity they made. 

  For the second issue, I did not get any refund in 2021 as he indicated. If they did refunded me on that specific issue, they should provide me the receipt or any other detailed information on the transaction to prove it. 

  
  
  
  Sincerely,
  
  ****** ***
  
  

• Initial Complaint

  Date:04/10/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Membership number: 487751.I had an Extra Value Plan which included a 500 CAD refundable membership bond. I cancelled this Plan on June 6, 2023, with the effective date of August 1, 2023. The membership bond was supposed to be refunded by October 1, 2023, by direct deposit into my account. I provided my account details on June 6, 2023, and received a receipt confirmation.As of October 4, 2023, I still haven't received the refund. Multiple calls to the customer service didn't result in anything. They say that they will look into the issue and get back to me, with no resolution timelines indicated.

  Business Response

  Date: 16/10/2023

  Hello,

  We would like to express our appreciation for the member who reached out to the Better Business Bureau regarding the issue they experienced, and we extend our sincere apologies for the delay in processing their refund.
  
  At Communauto, we take our commitment to customer satisfaction seriously, and we understand the importance of addressing concerns promptly. We regret that our standard process for refunding the $500 membership bond, which is a requirement for premium or "Value" plans with our service, resulted in an extended timeframe.
  
  Typically, our procedure involves compiling and issuing membership bond refunds at the end of each month, which allows us to complete the refund process within approximately 60 days from the end of a member's membership period. We acknowledge that the extended timeline was frustrating for the member.
  
  Regrettably, we encountered an unexpected issue within our process due to recent changes in our payment system. This has resulted in delays in processing membership bond refunds, which is certainly not the level of service we aim to provide. We have been working diligently with our billing department to expedite these refunds and minimize any further delays.
  
  We are pleased to inform you that, as of October 11th, Communauto has successfully processed the refund for the member. The funds should be appearing in their bank account within the next couple of business days if it has not already done so.
  
  We deeply value our members and their trust in our services. Rest assured that we are taking proactive steps to prevent such delays in the future and to enhance our internal processes. We strive for excellence in our customer service and are committed to ensuring that our members have a positive experience with Communauto.
  
  Once again, we apologize for any inconvenience this delay may have caused our member. If there are any further questions or concerns, please feel free to reach out to us, and we will be happy to assist.

  The Communauto Team

  Customer Answer

  Date: 18/10/2023

   
  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,
  
  *************************************