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:21/08/2023

  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 am getting charged for paper invoicing and insurance despite canceling the recurring interest charge on communauto and receiving confirmation on May 15. There should be no charges on my Ontario account, thank you.
  
  I'm addition to a correction, I would like a 100$ credit to my Quebec account for perservering through these billing mistakes.

  Business Response

  Date: 30/08/2023

  Hello,
  
  We appreciate you
  taking the time to bring your concerns to our attention via the ****** ******** ******. We are sorry for any confusion or frustrations caused by the
  outstanding amount on your account.
  
  We can confirm that
  the balance on your Quebec invoice from your Ontario account is a result of the
  unpaid interest from your May 2023 – July 2023 invoices and the $2+tax monthly
  fees for June and July related to sending a paper copy of your invoice by mail.
  If you would like to review these invoice details, you can access them online
  by logging into your Ontario account and choosing the invoice month with the
  (C) which indicates it’s the Quebec invoice.
  
  We have renounced paper
  billing of your invoice therefore the $2+tax monthly fee for this feature
  should no longer apply to your account moving forward. If you would still like
  to receive a paper invoice, please request this through our customer service
  team.
  
  The total balance
  of $11.54 has been credited to your account therefore the balance is now $0.
  While we are happy to review your account balance and apply corrections as needed,
  an additional $100 credit towards your Quebec account is not offered.
  
  Thank you,
  The
  Communauto Team

  Customer Answer

  Date: 30/08/2023

  
  
  ****** ******** ******:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20502919, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  *** *** ******
  

• Initial Complaint

  Date:16/08/2023

  Type:Customer Service 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.

  Hello, I used Communauto in Quebec, but my account is in Ontario. I have authorized automatic credit card payments for any bills. Communauto refuses to charge me for the Quebec bill and is adding interest to my account every month for the last 11 months. I have never received an invoice, I just get monthly emails claiming invoices are ready, but when I log in I cannot see anything but my monthly fee in Ontario. I see no Quebec invoices. I have asked multiple times that my credit card be charged but Communauto refuses. I asked that interest be waived and Communauto agreed but, based on the emails I am receiving, has not done so. I asked how to pay the bill and they sent me a link that said to pay it using information from the invoices, which I have no access to. I want the interest waived and to pay my bill with the credit card on file.

  Business Response

  Date: 21/08/2023

  Hello,
  
  We appreciate you
  taking the time to bring your concerns to our attention via the ****** ******** ******. We are sorry for any confusion or frustrations caused by the payment
  instructions with cross-provincial usage.
  
  We can confirm that
  your invoice for Quebec usage back in September and October 2022 have still not
  been paid. The service in Quebec operates on a different payment system and,
  due to provincial differences, cannot draw from the same credit card on file
  with your Ontario account. We apologize for the inconvenience but as stated in
  a previous phone call by another agent in June 2023, the original amount owed ($70.71)
  must be paid to Communauto Inc. via online banking by setting up Communauto
  Inc. as a payee and paying the bill that way.
  
  Please note that
  all of your Quebec invoices show up with a (C) next to the month to distinguish
  between the Ontario invoices and the Quebec invoices, meaning you should have
  two for each month, ex. "June 2023" and "June 2023 (C)". We
  have also sent you the two invoices from Quebec for your trips and charges
  using the Quebec service in September and October 2022.
  
  We ask that you
  please pay the original owed amount of $70.71 and the remaining amount owed on
  your account from interest will be waived from your account. In order to honor
  this exception, we ask that you please contact us by phone to confirm that the
  payment has been made so we can waive the interest on the account.
  
  We value your
  feedback and will use it to improve our processes moving forward and appreciate
  you giving us the opportunity to rectify the situation.
  
  Thank you,
  The Communauto Team

• Initial Complaint

  Date:18/07/2023

  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've been trying to cancel my service with Communauto -- they do not have any way to cancel the membership on the website without having to write via the contact page and wait for a response. About six months ago I received communication that I had signed up for a year subscription at a monthly charge. I was told this would be canceled as of 31/05/2023 and have still been charged the monthly fee since. I wrote to bring this to their attention, ask for a refund, and make sure the account was canceled. This was three days ago. I have not received a reply.
  
  I want a refund for what I was charged after 31/05/2023 and documented proof that my membership will be canceled and I won't be charged again.
  
  I also want my credit card removed from my account. They make this virtually impossible to do this.

  Business Response

  Date: 27/07/2023

  Hello,
  
  We appreciate you
  taking the time to bring your concerns to our attention via the ****** ******** ******. We are sorry for any confusion or frustrations caused by the handling
  of your account cancellation request.
  
  Thank you for also
  taking the time to reach out to us directly about this matter through the
  contact form on our website. As we continue to grow, we will be refining our
  processes to make administrative tasks like account management easier for our
  members. To this end, feedback from our members is crucial.
  
  I can confirm that
  our account has been closed and that our administrative team has refunded $8.93
  for June’s monthly fees that were issued as the account should have been closed
  in May as requested.
  
  We hope that should
  you need our services in the future, you would consider returning as a member.
  We value your feedback and will use it to improve our processes moving forward
  and appreciate you giving us the opportunity to rectify the situation.
  
  Thank you,
  The Communauto Team

• Initial Complaint

  Date:28/06/2023

  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.

  I requested cancellation of my Communauto account in February, 2023. They responded saying they couldn’t cancel my account until May, due to the terms of my contract. I said this was fine, please go ahead and do that. They snuck in a line saying if I still wanted to continue with cancellation, I needed to confirm.
  This is deceptive and poor customer service. I should be refunded for the May and June months of service I’ve had to pay because I thought I’d already canceled my account by contacting them and saying please cancel my account. It’s not rocket science. I’ve worked in plenty of customer service and retention jobs and great customer service means leaving your customer willing to come back. I will never go back to Communauto and I will tell others about this poor experience as well.

  Business Response

  Date: 03/07/2023

  Hello,
  
  We appreciate you
  taking the time to bring your concerns to our attention via the ****** ******** ******. We are sorry for any confusion or frustrations caused by the handling
  of your account cancellation request.
  
  Thank you for
  taking the time to speak with our supervision team by phone to resolve this
  matter and we are happy to hear that they were able to return May’s fees and
  prevent any monthly fees for June from being processed.
  
  We hope that should
  you need our services in the future, you would consider returning as a member.
  We value your feedback and will use it to improve our processes moving forward
  and appreciate you giving us the opportunity to rectify the situation.
  
  Thank you,
  The Communauto Team

• Initial Complaint

  Date:26/05/2023

  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 was charged twice in the same day. One charge is legit, $32.09, but the second one of $57.74 is obviously wrong, because there's no billing about it and because I simply didn't use the car for that amount. I complained with the company in every way, they keep making excuses, telling me that I am right but should solve the issue with the credit card company even if they are the one who wrongly charged the card. Plus, there's no file about my complaint, so every time I call/write them I need to explain again and again, sending documents again. One associate even told me she would forward everything to the accounting office and no one ever contacted me about it. It's so frustrating and scaring to know that they can arbitrarily charge your card and I cannot do anything to get my money back. Now I am obsessively checking all the time because I cannot trust this company and I am shocked from the poor customer service they provide

  Business Response

  Date: 06/06/2023

  Hello,
  
  We are pleased to
  share that we were able to come to a positive resolution regarding this billing
  request that was recently brought to our attention.
  
  Following the
  members concern, we took action to investigate and identify the cause of
  transactions that were being billed to a bank account that were not reflecting
  on the members Communauto account. Upon further investigation we were able to
  identify that a linked banking account was being used by another member that
  was tied to this members shared banking account.
  
  Thankfully, we were
  able to remedy this by speaking with the member directly via email and there is
  no longer a concern about their account after we were able to provide
  clarification on the transactions.
  
  We appreciate the
  ****** ******** ******* for assistance in facilitating communication and aiding
  in the resolution process.
  
  Kindest Regards,
  The Communauto
  Team.

  Customer Answer

  Date: 06/06/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20110958, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:05/04/2023

  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.

  ****** ******* ****** My memebership was cancelled on 3rd April 2023 and the outstanding amount for the month of March $2.30 was charged to my credit card.
  There is another bill of $4.60 generated on 5th April 2023 for the cancelled membership/account.
  
  Credit card preauthorization is stand cancelled along with the membership cancellation but the communauto is charging bills to the cancelled membership/account.
  
  I have attached Confirmation emails for Account cancellation and outstanding payment confirmation.

  Business Response

  Date: 11/04/2023

  Hello,

  As discussed with you on the phone on April 6th, Communauto in
  Halifax operates their billing one month in arrears. This means that an invoice
  released on April 5th would be for all March charges, and any unpaid
  balance from before that date.
  
  We were able to check in on your account and our
  billing team informed us that they have applied a credit to your account for
  your damage protection plan that was originally selected. These details will be
  available to you when you receive your last invoice in May detailing this
  transaction. I can confirm that no further fees will be applied to your account
  as it has since been closed.

  Thank you,

  The Communauto Team

  Customer Answer

  Date: 11/04/2023

   
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19901466, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  ******** ***** ********
  

• Initial Complaint

  Date:15/03/2023

  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.

  Communauto is one company having bought out VRTUCAR in 2016 - as advertised on their website.
  
  Despite being one company, they still operate as two, charging interest on overdue accounts EVEN IF they have a credit card on file with the other half of their business!
  
  I recently also discovered that despite having purchased their premium membership - which entitles me to book cars anywhere in Quebec/Ontario at the premium membership rate. If I book with "the account" that does not have the premium membership applied to it (i.e. Ontario in my case), I am subject to full charges. This makes absolutely no sense given that my account is associated with ONE email address AND they are ONE company!
  
  I want my recent trips (that were charged at the higher rate) reduced to the lower rate. I would also like the interest charges that were applied against me - despite Communauto having a working credit card on file - reversed. I also want a commitment that Communauto will stop any practices of charging customers more because they have not fully integrated their systems or the company that they acquired.
  
  While I do not know the details of how the Communauto VRTUCAR deal was approved, assuming the competition bureau was involved, they would generally need to show that things will be better for consumers in the aftermath of a merger. Failing to integrate your billing systems 7 years after the merger seems ludicrous - all while ***efiting from charging interest for customers for which you have payment methods on file and charging customers extra for using the wrong "account" to book their car.
  
  ALSO, please fix your password reset!

  Business Response

  Date: 28/03/2023

  Good afternoon ***,
  
  We appreciate that you also took the time on March 20th to reach out through our phone lines and speak with a customer service agent about your concerns. Following this call, we were happy to follow-up directly by phone to confirm our existing plans to harmonize our billing systems between our different branches and apply credits back to your account for an interprovincial trip you took with us back in January (as well as any resulting interest from such trips).
  
  After VRTUCAR joined Communauto, as well as other smaller car share organizations across Canada, a fair amount of independence was granted to each branch to avoid disruptions in the day-to-day use of the existing service for their customers. Sometimes this meant that we continued to offer payment methods that were incompatible with the services offered by Communauto Quebec.
  
  Currently, we are working to build one consistent and dependable billing system to process regular payments for our members between our primary branch in Quebec and our other branches throughout the rest of Canada. We appreciate your patience as we continue to develop tools for members to simplify billing for our service.

  
  The Communauto Team

• Initial Complaint

  Date:15/03/2023

  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.

  The service Communauto offers is a safe and reliable rental vehicle that will get you from point A to point B for a daily fee that comes out to $57.63 [when staying within km/gas parameters]. On January 18, 2023, I took a Communauto car to a dental appointment in Vaughn, Ontario. I was driving on HWY-400 when the vehicle began rattling before starting to feel like a magic carpet ride - the front end was picking up and slamming down onto the suspension repeatedly in a way where I had to grip/jerk the steering wheel to keep the car from crashing into the guard rail and cars around me. As an experienced driver, I put my hazard lights on and crossed six lanes of traffic
  with the car visibly mishandling. Somebody almost hit me. Communauto then told me I have to drive the car down the ramp or I am responsible for waiting for two tow truck companies. I drove the unsafe car another KM so they would be willing to pick it up. I waited 2 hours for the tow truck. I spent 3 1/2 hours returning home on transit. My day was ruined - all plans were inevitably cancelled. The mechanic said the plate that protects the engine had broken loose, so an air stream was going through the bottom of the car. I asked Communauto for a refund for the daily rate with photographic proof of what had happened because I did not get from Point A to Point B and nearly died doing so, never mind the other hassles. After three phone calls, Communauto acknowledged this was a result of poor maintenance that I couldn't have done anything about, but no, we will not refund you. "It goes against company policy to refund people in any scenario." Recently, I booked one of their vehicles, and the check engine light came on immediately. I safely went to another car within 10 minutes and phoned customer service to let them know. I requested a refund for the faulty vehicle and the time inconvenience - again, no refund. This is a problem!

  Business Response

  Date: 21/03/2023

  Hello,
  
  Thank you
  for the opportunity to address your concerns. We are sorry to hear that your
  plans were altered during your trip to the dentist.

  
  Members are
  expected to do a full walk around of the vehicle to inspect for any damage
  prior to starting their reservation to prevent a vehicle from being operated if
  there is a concern and to avoid trip charges on a vehicle that may not be
  useable to complete the trip safely. When noticing an issue that needs to be
  inspected promptly, we ask that members call us and our call center agents (available
  24/7) can advise on the next steps.

  
   It was confirmed by our mechanic and fleet
  team that the splash shield on the vehicle needed a minor repair. The most
  common cause of these shields being dislodged is when the vehicle comes into
  contact with something typically at higher speeds, in the winter, it may have
  been ice or snow. The splash shield is designed to prevent water, mud or other
  debris from gaining assess to the engine compartment while driving. Typically,
  this shield is made of a black colored plastic and can be located at the front
  bumper. Although the sound can be a bit alarming at higher speeds, there is no
  cause for concern about the operation of the vehicle if the shield if not
  rubbing against any of the tires. In this case, our mechanic was able to
  refasten the shield and there are no further concerns. We were not able to recreate
  the inability to operate the vehicle safety upon inspection so perhaps there
  was something still under the vehicle that was causing difficulties when
  pulling to the side of the road during your trip.

  
  We
  appreciate your patience while you waited for roadside assistance. Our team
  provides all relevant details to our roadside assistance dispatch and the tow
  truck company with the least amount of wait time is selected to be sent to you as
  soon as possible. Sometimes, there can be a small delay as tow trucks must
  attend to calls based on priority. If a vehicle is obstructing traffic or if
  someone is in medical distress or has children in the car these calls will
  dispatched as emergencies and can result in a longer wait time but rest
  assured, we do our best to reduce this wait time as much as possible.

  
  Regarding
  your more recent trip, we thank you for reporting the check engine light to us.
  We were able to confirm that our fleet team has cleared this warning and there
  were no concerns. Although a check engine light may be a scary thought, more
  often than not it is not a cause for concern. This light serves a warning
  system to alert the operator that there may be an issue that needs to be addressed.
  The severity of these problems can range from minor, such as a loose fuel cap
  to a more serious offence like an engine malfunction. More modern vehicles are
  equipped with systems that are designed to protect the engine to prevent damage
  in the event of a more serious warning. For example, if the engine is
  overheating, the vehicles defense would be to shut down to prevent further
  damages. Should you notice that the drivability of the vehicle is not as
  expected when this light is illuminated (shaking, loud noises etc.) we ask that
  you contact us right away so we can assess the situation and provide further
  clarification on the engine code warning available to us online. If there is no
  concern about the way the car is operating, you are welcome to continue to use
  the vehicle for the duration of your trip and our agents will report the light
  to our fleet team to investigate after your usage.

  
  As always,
  we remain available to speak to you further about your concerns and our
  supervision team can be reached through our call center Monday – Friday from 9:00AM-5:00PM.
  

   

  The Communauto Team

  
  

• Initial Complaint

  Date:04/01/2023

  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.

  Using their car share service, I purchased a Flex Pass Unlimited on December 3, 2022 which allows you a month of unlimited trips, 30 minutes or less.
  Right after purchasing, I took this trip:
  Reservation No  ********
  Starting: Sat, Dec 3, 2022 13:26
  Ending: Sat, Dec 3, 2022 14:09
  As you see, my trip was 33 minutes. 30 minutes should have been free, but instead they charged me the entire trip $15.81 .
  Upon asking them why, they indicated I broke the terms, by "blocking 3 cars" before finally starting a trip with this vehicle.
  According to their terms:
  A period of 45 minutes between the end of one trip and the start of the next is required in order for another free 30-minute period to apply.
  This means that you must allow 45 minutes after the end of a trip before blocking or using a vehicle again. The same period applies for the successive use of a vehicle by a co-member or another authorized driver from the same business account.
  However I did not actually begin any of these trips by simply blocking cars. The trip did not start until 13:26 and there was no previous trip for my pass not to apply. Also, the cars that you block are not displayed anywhere for you to see. There is no record of trips blocked. You cannot say that I used the car within 45 minutes after ending a previous trip because the record shows I didn't.
  
  Same thing with another trip.
  Reservation No ******** Start Date: Wed, Dec 21, 2022 22:39
  End Date: Wed, Dec 21, 2022 23:12
  
  They billed me the entire duration $12.65 when the previous trip was at 20:34 (at least two hours before starting the second trip). They again, have said it's because I blocked cars between, however did not actually start those trips.
  
  I am requesting an immediate refund of $12.65 + $15.81 for a total of $28.46.
  This is a bad faith charge, as again, I did not break the terms of service as they are written. This is some weird loophole about blocking cars that is not stated anywhere in your terms.

  Business Response

  Date: 18/01/2023

  Hello Ms. **,
  
  We are
  contacting you to follow up on your request regarding the billing of the
  following reservations : 38323622 and 37975633.
  Rest assured that,
  exceptionally, we have credited both trips, for a total of 28.46$. 26.16$ was
  credited on January 16th 2022 and 2.30$ was credited today, January
  18th 2022.
  
  As mentioned in our
  terms, A period of 45 minutes between the end of one
  trip and the start of the next is required in order for another free 30-minute
  period to apply. This means that you must allow 45 minutes after the end of a
  trip before blocking or using a vehicle again. We consider that blocking a vehicle entails that the inactivity period
  wasn’t respected, even if another trip wasn’t started.
  
  In other words, once you end a trip, please make
  sure that for 45 minutes you do not block (reserve) a Flex car or start another
  trip.
  
  We thank you for your collaboration and remain
  available for any questions that you may have.
  
  Best regards,

  The Communauto Team

  Customer Answer

  Date: 18/01/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18686089, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  ******** **
  

• Initial Complaint

  Date:13/12/2022

  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.

  Hi there, I subscribed to a car share plan with Communauto. The subscription I got in Sep/13/2022 of this year has a 12 month commitment. On the website and all throughout the sign up process, the information about the program reads
  "Round-trip vehicles available by reservation
  
  Station-based: Bring your Communauto back to its station.
  
  
  Pick up the car at the station you selected and return it to the station where you picked it up at the agreed time.
  
  Round-trip vehicles can be booked up to a month in advance.
  
  Ideal for planned trips or when you need to make sure you have access to a vehicle at a specific time and place."
  
  
  I signed up to have a vehicle and "make sure" I had access to that vehicle at a "specific" time. That is what I signed up for as that is what is advertised. Since then, on 2 separate occasions I have booked a car and had it be late because the other person did not bring it back or had it not show up at all. I was late to an appointment and missed a meeting. This is not what was advertised, and the way they word it on their website is misleading consumers into thinking that is exactly how it works.
  
  The only stipulation in the contract is "Communauto may not be held responsible for any direct or indirect damage arising from the reservation, non-availability, supply, operation, or use of a vehicle". This does not read to me that even with a membership and reservation, it is possible that the car will not show up and that I will still have to pay for a membership in light of that. I have had other issues with the company and it is not what I intended, and not what was represented on their website.
  I have tried to get them to let me out of the contract but they dismiss me saying I'm locked in and my reservations not being honoured are not a valid reason to be let out of the contract. I believe they misrepresented and never explicitly say that even if I reserve a car and it does not show up on time I still have to pay them membership fees.

  Business Response

  Date: 05/01/2023

  Hi *****,

  
  Thank you for reaching out to us to give us the opportunity to review your concerns again.
  
  We looked into the reservations on your account and can confirm that on your most recent reservation on November 25th,  the previous member returned the car to the station at 7:38am and your original reservation was for 7:45am and we can see that you accessed the vehicle at 7:52 but our agent had kindly adjusted the start time to 8:00 am. Please be advised that our members are able to book back to back reservations, so it is possible that a member will not return to the station until their reservation is over like in this case, the previous member’s reservation was not supposed to end until 7:45am so they were actually a bit early in their return at 7:38am.
  
  The past reservations on November 18th with vehicle was returned by the previous member the day before on November 17th around noon so it was readily available for your reservation on the 18th.
  
  As you mentioned any plans with a monthly fee does require a 12 month commitment therefore you will be eligible to close your account at the end of August 2023.

  
  Please don't hesitate to reach out to our customer service team should you wish to discuss this further.

  
  Thanks again,

  
  The Communauto Team

  Customer Answer

  Date: 06/01/2023

  
  
  Complaint: 18567152
  
  
  
  I am rejecting this response because:

  The car you are referring to was not returned by 7:38 entirely. I was not able to access the car at my reservation time, and furthermore, I was told by your customer service representative that any time someone decides to not bring back a car I would be “screwed” in the sense that there would be no immediate action Communauto would take. This is not the service I signed up for, as you advertise “immediate” and “reliable” access to a car on your main page which is not always the case. Augmenting the reservation once I had access to the car is expected, but does not change the inconvenience, as unfortunately I cannot augment meeting times and appointments. This is simply not the service I signed up 12 months for, I expected it to be constantly reliable and it is simply not. I suggest if you wish to avoid further issue, you change your wording on the webpage to make clear cars may not be brought back on time by other members. You have misrepresented, and for that I would like to be let out of the 12 month commitment without further charges. 
  
  
  
  Sincerely,

  
  
  
  ***** *********