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

• Initial Complaint

  Date:17/09/2023

  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.

  I was using a commuauto car, waiting for the green light at a intersection and got hit by a truck. The damage to the car was minor, just a scratch on the rear right side. I got all the info about the other driver and contacted Commuauto support who advised me to go to the police to file a report to be safe. I also reported the incident on Commuauto website. A few days later I was told I would be charged the damage fee of 600cad! I had no fault in the incident and as per ******* guidelines, all insurance companies have a DCPD (Direct Compensation Property Damage) clause, meaning that if the person was at no fault in the incident she doesn't have to incur any costs or deductibles. I called Commuauto to complain about it and they said there's nothing they can do and the 600cad will be charged anyway. This is completely absurd as Commuauto will not incur any cost, as the driver-at-fault insurer will cover everything, so why are they charging me? Commuauto will be basically profiting $600 from this situation, which is absurd, I'd like them to refund this value back.

  Business Response

  Date: 25/09/2023

  Hello,
  
  We appreciate you reaching out to us with your communication regarding the matter raised on August 29th. We acknowledge our attempt to establish direct contact via phone and the voicemail message left, urging you to get in touch at your convenience so that we can delve deeper into this case with the assistance of a supervisor.
  
  First and foremost,we express our relief that no injuries were reported in relation to the incident with the reserved Communauto car that was side swiped by a truck leaving damages to the back left side of the vehicle. We highly value your prompt reporting of this incident by filing a report at a Collision Reporting Centre.
  
  It is our utmost priority to ensure that all our vehicles are adequately insured, with every member of our service covered comprehensively. Furthermore, we offer a Damage Protection Plan (DPP) as an option to our members when they enroll in our service, which replaces the traditional deductible. Members are also provided with the flexibility to modify their DPP after enrollment, and they can upgrade to a more comprehensive coverage option at any time, should they wish to do so.
  
  To illustrate, we present two DPP options. The first charges $8.50 per month with a 12-month minimum commitment. Under this plan, no fee is imposed on our members in the event of an accident while using a Communauto vehicle, irrespective of fault or the extent of vehicle damage.
  
  The second DPP option charges $1.00 for every reservation and entails no commitment. In this case, a $600 fee is applicable if an incident occurs with one of our vehicles,regardless of fault. However, this fee is waived if no damage occurs to our vehicle. Should repairs be necessary, the fee is applied accordingly.
  
  Detailed information on how this fee is implemented can be found on our website under the "Rates" section, specifically under "Damage Protection Plan Options." Our Rules and Regulations document also specifies that while members are adequately covered by collision insurance, they are expected to comply with the Damage Fee corresponding to their selected DPP.
  
  We understand that it can be distressing to be involved in an accident and subsequently incurring fees, particularly when circumstances are beyond one's control. To address this, our customer service team typically recommends our full coverage DPP option for frequent users.
  
  We genuinely appreciate your diligence in bringing these concerns to our attention. We are eagerly awaiting the opportunity to engage with you directly on this matter.Please do not hesitate to request a conversation with a supervisor when reaching out to us.
  
  Thank you for your cooperation.
  
  Sincerely,
  The Communauto Team

  Customer Answer

  Date: 01/10/2023

   
  Complaint: 20616463
  
  I hope this message finds you in good health. I am writing to provide an update on the ongoing issue regarding the accident that occurred during my rental period with Communauto. As of now, I have not received any communication via phone call or voice message from your team, and I am eagerly awaiting your contact.
  
  
  I was not made aware of the two options regarding the Direct Compensation Property Damage (DPP) coverage, since no other car insurance works this way. From a customer's perspective, it is essential that such important information is presented more clearly and prominently to ensure that customers can make informed decisions, and not buried in the website.
  
  
  Furthermore, I would like to reiterate that, irrespective of the chosen plan, I provided contact information for the other party at fault in the accident. Given this, I believe that Communauto can reasonably request reimbursement of the deductible from the third party's insurer. As per legal advice from a lawyer friend, it is evident that this incident falls under Direct Compensation Property Damage, and as a non-at-fault driver, I should not be held responsible for the deductible.
  
  
  I sincerely hope that we can resolve this matter amicably and avoid any further complications. However, if I do not receive a refund of the $600 deductible from Communauto in a reasonable time frame, I may need to consider taking legal measures to protect my rights and interests.
  
  
  Thank you for your attention to this matter, and I look forward to your prompt response and resolution.
  
  
  Best regards,
  *****************************

• Initial Complaint

  Date:07/09/2023

  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.

  I made a reservation with Communauto for a trip from August 19th to the 21st, planning well in advance and selecting a specific car to meet my needs for space for a prepaid travel. On the day of my scheduled pickup, I couldn't locate the reserved vehicle and, after numerous calls and a prolonged waiting times, I learned thath the booked vehicl had been in an accident. Communauto provided a substitute vehicle without prior notice, which was significantly smaller and located far from my position. I went to get the vehicle just to confirm that it was not going to be suitable for my needs and use it to get back home. This forced me to cancel my trip, including prepaid expenses, disrupting my schedule and affecting those accompanying me. Furthermore, after using the substitute vehicle for a short 6km ride, I was charged both for that ride and an unwarranted 90 CAD fee for the full three-day booking period. Despite numerous attempts to contact Communauto through various means, they have not responded, demonstrating poor customer service and communication.I have been tried to reach out to Communauto for clarification and some sort of compensation, but they have not responded to my online forms, emails, social media messages or calls. Ive been waiting on the phone for more than one-hour, multiple times. They have the worst costumer service and the worst communications system.

  Business Response

  Date: 14/09/2023

  Hello,
  
  We appreciate you taking the time to bring your concerns to our attention via the Better Business Bureau.
  
  We confirm that ********************** reached one of our agents regarding the reservation from August 19th to August 21st. A credit of 102.31$ (tax included) has been applied to her balance. An additional usage credit of 15.00$ (plus tax) has also been applied.
  
  Thank you,
  
  The Communauto Team

• Initial Complaint

  Date:06/09/2023

  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.

  I have been coomuauto costumer and I was using their service for while , on 15/4/2023 I got car from them as always bur car was not working smooth I have called them and they never responded then car stopped in highway and did not move at all I called 911 and they sent me road assistant to **** car and they told me seems they have put wrong fuel in car ,I called communauto and explained everything... I have sent them email and call them bz they never payed me back my taxi and tow expenses which I payed when car broke ..eventually I got bill in their portal to pay ****cad ..I have called them and I asksd them why they told me bz someone put wrong fuel in car I told they I did not do that and it was not my first time to use their car and even i dont have money to pay rgat and after that I have sent a few emails but no responed from them .I'm feeling they are ripping me off here I have added some attachments (my history with them ,my payment ,my tow and taxi expense for day of event ....)Please let me know what I need to do Here

  Business Response

  Date: 18/09/2023

  Hello,
  
  We appreciate you taking the time to bring your concerns to our attention via the Better Business Bureau.
  
  We confirm that on April 15th 2023,diesel gas was put into vehicle **** by **********************, which caused damages to the motor. Unfortunately, since the situation occurred because the wrong type of fuel was put in the vehicle, the taxi and towing fees cant be refunded. We are awaiting the detailed billing for the reparations and will be in contact with ********************** as soon as possible.
  
  Thank you,
  
  The Communauto Team

  Customer Answer

  Date: 18/09/2023

   
  Complaint: 20567081
  
  I am rejecting this response because:I have been told by road assistant there is  fuel issue with car .. as I mentioned since I have  pick the car car has issue and I have called communauto  support  a few time to tell them car Is not working smoothly but they did not pick phone (I sent  all screenshots of my phone in my original request  )eventually car stopped working in highway and I called 911 and they sent my road assistant.... for following up I have sent them a lot of email and called them a few times after that but they never responded me ( once they responded and it was supposed to call me back and they never done it ) and eventually they sent me ~**** bill ...  what's happened to that car I have no clue ..and it was not my first time using their car so they need to figure out what really happened 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 20/10/2023

  Hello,

  After reviewing the situation, we confirm that diesel gas was put in the vehicle on April 15th 2023. However, we cannot confirm that ********************** is responsible for the entirety of the damages caused to the motor and, therefore, for the entirety of the reparations.
  
  A credit of 5933.75$ (tax included) has been applied and his account is reactivated. 

  The Communauto Team

  Customer Answer

  Date: 23/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I will check my account and let u know if everything looks good 
  
  Thanks for support 
  
  *******************************