Complaints

This profile includes complaints for Autzu's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Autzu

  95 3rd St Fl 2 San Francisco, CA 94103

• 

  Autzu Drivesharing Inc

  621 King Street West Toronto, ON M5V 1M5

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:07/16/2025

  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 lost access to a car very recently. I tried doing **** Eats via bicycle but I dont appear to be making enough money. So, I decided to switch to ****X and rent a car through Autzu, in order to work. I booked a 14 hour shift, initially, and then realized I couldnt pay that much in one shot, so I split it up into two 6 hour bookings. July 08, 2025 1pm-7pm, and 9pm-3am.The day of the booking, when I opened the app, it said I was suspended for not making a payment. I paid it manually, assuming I would correct the problem and be able to get on the road. It did not correct the issue. It then claimed I was suspended for an out of date drivers license. (It was not out of date). I did the identity verification, re-uploading my drivers license, multiple times, yet it kept claiming I needed to verify my identity. I also happened to notice that it claimed I was not active with ****, as if I didnt have an account, yet I do. I have been an **** driver for 10 years and am only a car uploaded to the app away from driving. Autzu is that car that is supposed to be uploaded. And my account reflected exactly that.Anyways, I was doing all this while going into the parking garage to pick up the car. When I got there I was shocked to discover there was no longer any signage, Autzu associates, or cars (literally the service I had attempted to purchase). When I tried to contact Autzu representatives, there was silence. I requested a call and got no call back. I dont think this company is in operation anymore, yet they still took my money and posted it. (Its not an authorization.)Since then, I looked at ****s vehicle marketplace, it no longer lists this company. I dont know when they stopped doing business, their website says they are just short on cars, but they are still taking peoples money, knowing they have no service to provide.

  Business Response

  Date: 09/17/2025

  Thank you for sharing your experience. We sincerely apologize for the situation you encountered on July 8, 2025, when you attempted to rent through Autzu. You are correct that our operations had been paused at that time, and unfortunately vehicles were not available despite the system still allowing bookings. We understand how frustrating and concerning this must have been, especially given the time you invested and your reliance on the rental to work with Uber.
  We want to be clear that this should not have happened. We will issue a full refund for your booking, and we regret the confusion caused by account suspension messages and the lack of communication when you reached out.
  As we relaunch operations, we are taking steps to ensure that customers are not able to book when vehicles are unavailable, and that support is accessible and responsive. Your feedback is extremely important to us, and we are committed to preventing this type of issue from occurring again.

• Initial Complaint

  Date:05/06/2025

  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.

  On Saturday May 3rd, I reserved a car through Autzu for 6 hours (the minimum time it is possible to rent) to drive **** in the evening and make money. When I got to their parking hub the car wasnt there, I tried to contact their costumer service which until today, May 6th, I have not got any answer. My credit card was charged $59.36!!! for a service I did not get and I wasnt able to make any money that night. I supposed to make at least $240 that night which I didnt and Autzu is responsible for that as well.

  Business Response

  Date: 09/17/2025

  Thank you for sharing your experience with us. We sincerely apologize that the vehicle you reserved was not available when you arrived and that you were unable to reach our team for support. We recognize how disruptive and disappointing this must have been, especially since you had planned to work that evening.

  We can confirm that your original charge was successfully disputed through your card provider, so no payment remains owed. While we are unable to compensate for potential earnings lost, we want to acknowledge our responsibility for the poor experience. As a gesture of goodwill, we would like to offer $50 in credit to your Autzu account should you be willing to give us another chance.

  As we relaunch, we are investing in better fleet management and stronger customer support processes to ensure this type of issue does not happen again. Your feedback helps us improve, and we truly regret the inconvenience this caused.

• Initial Complaint

  Date:04/30/2025

  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 paid for a rental vehicle to drive with on the **** platform, but when I arrived at the hub location, there was no vehicle there, anywhere, for me to rent. I tried contacting the company through their only chat support multiple times while waiting 45 minutes. I went to cancel but they would forfeit the money I had spent 100%. No one reached out to me as promised on their site / app. Its been over 24 hours now and still no rental, refund, or correspondence.

  Business Response

  Date: 09/17/2025

  Thank you for bringing this to our attention. We sincerely apologize for the experience you had when arriving for your rental and finding no vehicle available, as well as for the difficulty you faced reaching support. We understand how frustrating it must have been to feel left without assistance in that situation.

  We can confirm that a refund for your booking was issued in August. While the refund has been completed, we regret the amount of time it took to resolve your case and the inconvenience caused during the process.

  As we relaunch operations, we are committed to improving both vehicle availability and response times so that drivers do not encounter situations like this again. Your feedback is important to us, and we are using it to ensure future experiences are more reliable and timely.

  Customer Answer

  Date: 09/17/2025

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

• Initial Complaint

  Date:04/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have booked rental car with Autzu which provides platform to drive with ride share companies like ****. I made the booking on April 3rd till April 6th through the Application of Autzu. Then I saw there was a cancelation fee amounting $275.29 was charged I tried to inquire about that then I was again charged second time they charged me $549.88. Now I was confused why did this was charged then I visited there location which is mentioned in the app and online. When I visited the location the business building receptionist informs that since few months the business is not operating and now employees of Autzu are coming to this office. Then I tried to end this booking through the app but it requires to take pictures of the car as if I have already got the car then I went to the basement of the busines building I see the cars condition seems that they have not moved for months all the flat tires and they seems to be few accidents dents broken seats of the car damaged windows all this made me reach out to BBB for helping me since this company was once operating with partners like **** now suddenly no contact number no office location no agent is responding to the inquiry through emails or through there app. Please help me getting my refund of approximately $800 they charged me. Thank you

  Business Response

  Date: 09/23/2025

  We sincerely apologize for the customers experience and for the frustration caused. Autzu paused operations in ******* earlier this year as we restructured our fleet and operations, which unfortunately led to confusion for some customers who attempted to make bookings during this time.

  After reviewing this case, we confirm that no vehicle was provided to the customer for the April 36 booking. As such, while we are unable to provide a cash refund, we will issue a full credit for the total amount charged to the customers account, plus an additional $50 in goodwill credit. This balance can be used toward future bookings once our Toronto operations resume later this month.

  We also regret the lack of communication during this period. We are in the process of relaunching operations and have implemented new systems and support staffing to ensure that inquiries are answered promptly going forward.

  We appreciate the customer bringing this to our attention and look forward to welcoming them back once operations are active again in ********

  Sincerely,
  Autzu Support Team

• Initial Complaint

  Date:03/21/2025

  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 getting overcharged by Autzu a business partner with ****. They rent teslas to us hourly or daily. They where himest for the first few weeks and would answer call back requests when i first started renting from them. As of the last week they have discovered a new way to make more momey off of the the same rental process by inconsistent charges as well as ignoring me when i have reached out in advance responding at random hrs early in the morning and allowing the late fee to rack up: i have shown them with screenshots multiple times when they have overcharged me and they will sometimes give me credit instead of a refund which is keeping the money they are charging wrongfully. You have to pay in advance for the rental time. The vehicles are electric and they will lock the vehicle whole your driving customers live on **** and you are forced to pay invoices that toy know are inaccurate as well as they have locked the vehicle for almost 6-12 hrs, whenever you arrive at the warehouse to pick up the vehicle they have rented out damaged cars that will get you fix it ticket as well as having numerous tickets from what police have warned me about that can get the vehicle towed and the driver currently renting the vehicle will have to lay at least a 600 dollar tower fee from them mismanaging accurate info and not providing accurate proof on invoices past saying you owe it. All bridge tolls and road tolls come with pictures and they dont provide them. They stopped answering the phone and they forced me to pay $147 for their mistake ignoring it telling me that they brought it down when theymessed up in the first place now they wont respond to anything they just keep sending bills and they lock the car up on **** has you you can be way far from where you start so youre forced to pay it because if they lock the car up, you have no choice tobe able to move they have leaked me for about an extra almost three to four hundred dollars in the last week

  Business Response

  Date: 09/17/2025

  Thank you for sharing your concerns with us. We are very sorry to hear about the challenges youve described, including issues with billing, vehicle condition, and communication. We take these types of complaints seriously and want to ensure they are properly reviewed and resolved.

  At this time, we have been unable to locate your account based on the information provided in this complaint. In order to investigate fully and address any incorrect charges, we kindly ask that you provide the email address associated with your Autzu account. Once we have this information, we will be able to review your rental history, billing records, and any credits or refunds that may be owed to you.

  We understand how frustrating it must have been to feel unsupported, and we are committed to making this right. As we relaunch our services, we are also investing in improved processes and customer support to prevent issues like this in the future.

• Initial Complaint

  Date:03/20/2025

  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 rented a car on 2 seperate days. The first day they gave me a car that had been wrecked and was undrivable. The second day I was assigned a car on March ******* that would not upload to ****. Since they have shut down the call centre there was no way to have it manually connected to **** I have ended the booking because the car has been previously wrecked and is ****************** fee. $95.52 Booking fee. $95.52 Low batt fee. $30.90 Inconvenience fee. $20.00 Inconvenience fee. $20.00 Total to be refunded. $262.14

  Business Response

  Date: 09/17/2025

  Thank you for bringing this to our attention. We sincerely apologize for the difficulties you experienced with your rentals, particularly during a time when our operations and call center were being paused. We understand how frustrating it must have been to receive vehicles that did not meet expectations and to encounter connection issues with Uber.

  To make this right, we will be issuing a credit to your Autzu account in the full amount you requested ($262.14). We want to assure you that as we relaunch operations, we are fully committed to improving both the quality of our vehicles and the support experience available to drivers.

  Your feedback is extremely valuable to us, and we regret that your experience fell short of the standards we set for ourselves. Thank you for your patience as we work to ensure past issues are addressed and future experiences are significantly better.

• Initial Complaint

  Date:12/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company tried giving me a rental car less than 70% charged. Anything below 70% they will charge $1 per %.They offered me $.80 per % that it was uncharged below 70%. So by accepting the rental car I would automatically be charged $.20 per % that the company didnt charge the vehicle. There any many reviews on ****** and apple app stores saying out the scammed many people out of money. When I told them I would be leaving reviews and claims against them for not refunding my money, they said I was threatening them and they will not tolerate that. Its not a threat. There is nothing harmful or hostile about informing them of what my actions would be if they didnt come to a meaningful resolution. But in fact they provided me no solution at all. They only tried to gas light me.

  Business Response

  Date: 09/17/2025

  Thank you for sharing your feedback. Wed like to clarify how our charging policy works to ensure there is no misunderstanding.

  At Autzu, vehicles are required to be returned at or above 70% charge so that they are ready for the next driver. If a vehicle is returned below this threshold, a low-charge fee of $1 per percentage point below 70% is applied. This policy is consistent with the way traditional car rental companies require vehicles to be returned with fuel.

  In this case, we acknowledge that the vehicle you were offered was below 70% when you arrived. To resolve this fairly, we offered you a credit of $0.80 for each percentage point below 70% to offset the cost of charging, so that you would not be disadvantaged.

  We understand you did not feel this was a satisfactory resolution, but we want to emphasize that the intent was not to scam or take advantage of you rather, to make sure our cars remain ready for all drivers while providing a fair adjustment when the vehicle is not at the standard charge level.

  Regarding your concern about being told that your comments were threatening: we want to clarify that we welcome feedback, including negative reviews. However, when communication escalates in tone or suggests reputational harm as a condition for a resolution, our team may flag that as inappropriate. We did not mean to minimize your experience, but rather to remind all parties to keep communication respectful and constructive.

  We regret that you felt dissatisfied with the solution provided. Our policies are intended to keep the fleet fair and ready for all drivers, and we are continuously working to improve our processes so situations like this are avoided.