Transportation
Go X Scooter RentalThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 65 total complaints in the last 3 years.
- 23 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:07/21/2025
Type:Product IssuesStatus: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.
Go X scooters in ************* *******. I downloaded the GoX app March 16 and entered my CC info in efforts to rent a scooter. The scooter didnt work and I contacted customer support explaining that and that I would like a refund. Ive contacted them multiple times in efforts to have them stop attempting to charge my card and their bot system keeps responding saying theyre working on it. I cant reach the actual business as their phone number isnt in service and there isnt an email to contact them. Since March 16th GoX scooters has attempted to charged my card a minimum of once a day.Business Response
Date: 07/31/2025
Thank you for reaching out and for your patience while we reviewed your account. We have fully refunded your ride from March 16th in our system. The refund should reflect on your card within 35 business days, depending on your bank.
We sincerely apologize for the inconvenience and frustration caused by the repeated charge attempts and the difficulty reaching us. Weve also ensured that no further charges will be attempted on your card related to this ride.
Thank you for bringing this to our attention. We appreciate your understanding and are working to improve the customer support experience to prevent this from happening again.Customer Answer
Date: 08/01/2025
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** ********-englishInitial Complaint
Date:07/11/2025
Type:Service or Repair IssuesStatus: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.
During a recent visit to *************, **, we rented two scooters from Go X, expecting to pay $39.99 each for a full day pass. When attempting to pay for both with one debit card, it said that a separate card was needed to pay for the second scooter, so my card was used to complete that transaction. Shortly after, my card was charged multiple times for random amounts like $6, $3, $9, $15, totaling nine successful charges on my account. Since then, Go X has made an additional 33 attempted charges to my card!! I've tried several times to contact Go X customer service, which has been unsuccessful, as the phone number on their website states, "We're sorry, this number has calling restrictions and is unable to take your call."Business Response
Date: 07/11/2025
I want to first apologize for any confusion or concern caused by the recent charges youve seen on your card. I understand how frustrating this must feel, especially when you're unable to get through to our customer service line.
To clarify, what you're experiencing is not Go X attempting to randomly charge your card. In some cases, especially when were unable to successfully collect the full amount from the initial ride or pass (due to card limits, network issues, or other disruptions), our system automatically attempts to collect the remaining balance in smaller increments. This is done to ensure that the full balance from the original transaction is recovered and is not intended as an additional or unauthorized charge.
That said, we take your report seriously and are actively reviewing your account to resolve this matter appropriately. Please note that our intent is not to add new charges but to complete the original transaction you authorized during your Daytona Beach ride.
We will refund and resolve this issue accordingly.
Best,
Go X
Customer Answer
Date: 07/15/2025
Complaint: 23587156
I am rejecting this response because:Thank you for your response. I understand your system attempts to cover unpaid balances by retrying smaller amounts if the original transaction fails. However, I want to emphasize that the day pass I agreed to was $39.99. As of now, my card has been charged a total of $72 across multiple successful transactions, which I have provided a screenshot of. In addition, the company has attempted to charge my card more than 30 times. These have not gone through solely because Ive left the card balance at $2 to prevent further unauthorized deductions. For comparison, my friend rented the second scooter at the same time and was charged only the expected $39.99, with no repeat attempts on their account. I've attached a screenshot of the charges, including the attempted charge of $104.84.
I'm not someone who typically raises complaints, and I've made every effort to resolve this through your customer service channels before reaching out to BBB. But this needs to be addressed. It's been an incredibly frustrating experience. Thank you for your attention to this matter.
Sincerely,
******* ********Business Response
Date: 07/15/2025
Can you please provide all phone # that you would have associated accounts on Go X platform? We are having difficult time locating your account.
Let us know.
Thank you,
Go X
Customer Answer
Date: 07/17/2025
Complaint: 23587156
I am rejecting this response because:The telephone number would be ************, which is my son's phone number, and the number that was used to rent the scooter. My telephone is ************ and my friend's contact info is ************ (he rented the additional scooter, just in case you need to see his information also.)
Sincerely,
******* ********Initial Complaint
Date:06/04/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The business took almost 100$ for unused services and fees I never stepped one foot on there scooter and they keep charging my card no contact to resolve issue!!!Business Response
Date: 07/08/2025
Dear ********,
Thank you for bringing this to our attention, and were truly sorry to hear about your experience.
Weve located your account using the information you provided and understand your concern regarding charges for services you did not use. While it appears there was no completed ride session on your account, our system shows that the charges may have been related to authorization holds or booking attempts that were not fully canceled.
Regardless, we agree that if no scooter was used, you should not be charged for services. As such, weve gone ahead and processed a full refund of $100 to your original payment method. Please allow 35 business days for the refund to reflect, depending on your bank.
We also recommend removing your payment method from the app and uninstalling it if you no longer wish to use our services, to avoid any future holds or charges.
We apologize again for the inconvenience and appreciate your patience.Warm Regards,
Go X
Initial Complaint
Date:05/31/2025
Type:Sales and Advertising IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On may 22nd in *********************, I had rented two of the go x scooters. I paid for by the minute, we rode for like 51 minutes it said and we paid 30 dollars a piece or 60 for both. NOW, everyday since then Ive been charged with 9 dollars here, 3 dollars, and then 3 dollars again. Im just not understanding why its still charging me!Business Response
Date: 07/08/2025
Dear ********,
Thank you for reaching out and bringing this to our attention. We sincerely apologize for any confusion or frustration this situation may have caused.
Weve reviewed your account activity related to Order #******* and understand your concern regarding the additional charges following your ride in ************* on May 22nd.
Based on our system records, the initial $60 charge covered the rental of two scooters for approximately 51 minutes. The subsequent smaller charges youre seeing$9, $3, and $3appear to be delayed or pending transaction reconciliations related to your ride session or temporary authorization holds that should automatically drop off. That said, we absolutely want to make sure you're not unfairly charged for anything beyond your actual usage.
To resolve this promptly, weve issued a $20 refund back to your original payment method as a goodwill gesture and to cover any unexpected charges. Please allow 35 business days for the refund to reflect, depending on your bank.
We appreciate your feedback and are continuously working to improve our service transparency and user experience.Warm regards,
Go X
Initial Complaint
Date:04/21/2025
Type:Service or Repair IssuesStatus: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 rented a scooter from Go X, out of ****, ******. April 8, 2025 was the first time using a Go X scooter. I originally purchased $30 with a $5 bonus. I rode the scooter twice on that day, for a total time of 28 min, and 87 sec. They charged my account $28.90. Then they also charged a $3 parking fee to my credit card on April 14th, even though I have a $6.10 credit left on my account. I parked the scooter in the location out of the way of pedestrians and around several other scooters. Their map isn't very clear where to park the scooter. On April 16th they charged my credit card three separate charges $3, $6, and $9. When I contacted my credit card company, I was informed they stopped other charges: April 15th for $12, April 16th, 17th, and 19th all $3 each time. I tried to call Go X with the number *************) they have listed and it hangs up after the first ring. From my research, I see that others have made the similar complaints in the pass.Business Response
Date: 04/21/2025
Dear ***************************** looked at your ride and you didn't return the scooter to one of Go X locations. As such, we've been attempting to charge you a parking fee for that. However, we will refund you $21 back to your account, so you should be all set and should not see any future charges from us.
Thank you,
Go X
Initial Complaint
Date:03/24/2025
Type:Product IssuesStatus: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 december ******* we rented scooters in ****, ******. We enjoyed the rental. I rented 3 scooters for us in total. For some reason there was an outstanding balance of a total of $9.00, $3 Per scooter rental. I did not know there was a remaining balance until there was 3 separate charges on my account on March 14th, 2025, AND i received a text saying URGNET: Pay tour unpaid GO X scooter ride or face legal action. I have received 36 charges since than and countless texts. I have tried signing into the app, but there is no bill. I have called the phone number on their website -************, and it is disconnected. I have messaged the through their website contact page I have emailed them at their stated email address - ************* I called their business headquarters listed phone number -************ I have received no responses from any of them.I have written and called day after day after day. I am willing to pay the $9 dollars but there is no way to. Now i am receiving texts threatening legal penalties.Business Response
Date: 04/17/2025
Thank you for reaching out, and I sincerely apologize for the inconvenience and frustration this has caused.
After reviewing your account, I can confirm that the outstanding balance has now been properly charged and resolved. You will not receive any further charges or messages regarding this issue moving forward.
We also want to acknowledge the difficulty you faced in trying to contact us and truly appreciate your persistence. Our team is actively working on improving our communication channels to ensure a much smoother experience in the future.
Warm regards,
Go X
Initial Complaint
Date:03/02/2025
Type:Product IssuesStatus: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 rented this Go X scooter in ****** on Feb ******* for 46:50 minutes. Why am I getting $42.36 charged for it? The charge $49.99 is supposed to be for all day. Anyhow, I am getting 3 to 4 charges hitting my card every single day. $3, $6, $25, $42.36, which my credit card is obviously declining. There is no number to call and talk to anyone from this company. I am receiving threatening text messages about legal actions. There are tons of pending charges from this company on my statement as I write this. Not sure what are all these charges for.Business Response
Date: 03/03/2025
Aloha,
Thank you for reaching out about your experience with the Go X scooter rental in ****** on February 22, 2025. I apologize for the confusion and frustration caused by these charges. Let me clarify what happened and how weve resolved this for you.
For your rental of 46 minutes and 50 seconds, the base charge should align with our standard pricing, not the $49.99 all-day rate, as that applies only to full-day rentals. However, it appears you were also assessed a $3 parking fee for ending your ride outside of designated Go X drop-off spots. We understand this may not have been clear, and as a one-time courtesy, weve waived this fee and refunded the $3 that was charged on top of your ride cost. Additionally, weve removed your card from your profile to prevent any further charges moving forward.
Regarding the multiple charges ($3, $6, $25, $42.36, etc.) hitting your card daily, it seems there may have been a processing error causing repeated attempts to charge your account. Weve addressed this issue, and you will not be charged again. The refunded $3 should reflect in your account within 3-5 business days, depending on your bank. If youre still seeing pending charges, these should drop off soon as declined transactions typically clear from statements automatically.
We take your concerns about threatening text messages seriously and apologize for any distress caused. Theres no need to worry about legal actionthis appears to be an automated notification tied to the billing mix-up, which weve now corrected. For further assistance, feel free to reply here, and Ill ensure youre taken care of promptly.Mahalo for your patience,
Go XInitial Complaint
Date:02/22/2025
Type:Product IssuesStatus: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 went to ****** from February 10th-17th of 2025 and within this time I paid $30 to use their scooter rental services but the scooters were broken and did not function properly when rented almost every time. I have submitted a refund request with the in app support service but no one is responding and its just a we will get back to you when we can message but no one has returned back to me with an answer. Id like this $30 refunded back to me as soon as possible for the inability to use their services.Business Response
Date: 03/06/2025
Thank you for reaching out regarding your experience with our scooter rental services in ****** from February 10th-17th, 2025. We sincerely apologize for the inconvenience caused by the scooters not functioning properly during your rental period. We understand how frustrating this must have been, and we appreciate your patience while we worked to address your refund request.
Im happy to inform you that your refund of $30 has been successfully processed and should be reflected in your account within the next 3-5 business days, depending on your bank or payment provider. If you dont see the funds by then, please dont hesitate to let us know, and well follow up immediately.
Were truly sorry that your experience didnt meet your expectations, and were taking steps to ensure our scooters are fully operational moving forward. If theres anything else we can do to assist you, or if youd like to share more about your trip, feel free to reach outwed love to make things right.
Mahalo for your understanding,
****
Initial Complaint
Date:02/19/2025
Type:Service or Repair IssuesStatus: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.
Go X tried t charge me 3.00 over 30 times back in October-November of 2024. Now they are asking me to update my payment method so that I can pay any balance unresolved payment but I do not have an outstanding balance and the company is threatening me with further penalties and/or legal action.Business Response
Date: 02/19/2025
We appreciate you reaching out regarding your account balance. Our records indicate that the charges in question stem from your previous scooter rental with Go X between October and November 2024.
During this period, multiple attempts were made to process a $3.00 charge related to your rental, but these transactions were unsuccessful. As a result, an unpaid balance remains on your account.
Our request for you to update your payment method is simply to facilitate the resolution of this outstanding balance. We understand that there may be some confusion, and we are happy to provide a detailed breakdown of your rental history and associated charges to ensure complete transparency.
Please be advised that unresolved balances may be subject to further action, including penalties or collection efforts, in accordance with our terms of service. However, our primary goal is to resolve this matter in a fair and amicable manner. If you believe this charge was made in error, we encourage you to provide any relevant documentation so that we can review the situation accordingly.
We value your past business with Go X and want to ensure a smooth resolution. Please let us know how you would like to proceed or if you have any further questions.
Customer Answer
Date: 02/20/2025
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Where the problem lies is that I have updated my payment method on the GoX app, yet still receive emails saying action is needed. On my end, online or on the app, it does not have the option for me to pay said balance of $3.00. So if all I need to do is update my payment method, then I have done that. I am happy to pay the unpaid balance.
Sincerely,
******* *******Initial Complaint
Date:02/10/2025
Type:Customer Service IssuesStatus: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 not used this company in over a year, I am receiving emails stating I need to pay unpaid balances or legal action will be taken. This is ridiculous, I have emailed their team asking how or why would I owe them money with no answer. When I was charged each time I had ever used their services, again over a year ago. I have no balance to even show within the app.After reading many articles seeing others have been going through the same situation, this seems very strange to have this as a common issue. This here is to help anyone avoid wasting your time, sending emails, or writing reviews like I am here.Business Response
Date: 02/12/2025
We sincerely apologize for the confusion and any frustration this situation has caused. After reviewing your account, we can confirm that this was a mistake on our end, and your balance is fully paid. You do not owe any outstanding charges.
We understand how concerning it must have been to receive these emails, and we appreciate you bringing this to our attention. Our team is actively working to ensure this does not happen again. If you have any further questions or need additional confirmation, please feel free to reach out to us directly at ***************'re here to help.
We truly value your past support and regret any inconvenience this may have caused. Thank you for your patience and for allowing us to address this.
Go X Scooter Rental is NOT a BBB Accredited Business.
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