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:10/27/2022

  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 booked a car with Kyte they are trying to charge me 44 dollars to refuel the car. This price is an overcharged. I refilled the tank at 44 dollars specifically. They first incorrectly filed the tank at 3/8 when it wasnt. When I confronted them about it they fixed it then after confirming the talk was at least half full they say the price of gas in their dc lot is $5.32 a gallon there is no price of gas that high in dc nor the country. They refuse to fix the service so I am reporting them for fraud and overcharging of services.

  Business Response

  Date: 03/04/2024

  Kyte strives to deliver cars in a full tank or 8/8 as measured. If not, the customer can return at any fuel level and if they return it less than the level they received, we are happy to refuel for them. Kyte's fuel rate is slightly above the market rate due to operational costs. These extra charges help cover the Surfer's time for refueling and preparing the vehicle for the next customer. We inform customers about our fuel rate via SMS right after delivery and again 1.5 hours before their trip ends. This way, they can consider their options and decide to refuel or have us do it for them

• Initial Complaint

  Date:10/04/2022

  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.

  Kyte has been holding my deposit from a trip three weeks ago. At first, it was due to my mistake of returning the vehicle to an unknown person whom I mistaken for the Kyte person. It took some effort from the company to retrieve the vehicle from the suspect. The company and I filed police report immediately after the vehicle was retrieved. Kyte support told me that once the issue is resolved the refund will be sent back to my account. It has been three weeks now and every time I asked **** support they just keep telling me the same story that they would look into it and get back to me with further information but they never did. They simply dont care about the customers need.

  Business Response

  Date: 03/04/2024

  The customer had a trip on September 16th until the 18th, 2022. On the day of the return, the customer mistakenly handed the keys to an individual who was not with Kyte which resulted in a stolen vehicle case. We have since then implemented direct contact for Surfers (employees who deliver/pickup cars) to customers through the app, we have also initiated a feature that shows Surfer ID on the app so they can easily be recognized by the customers. The customers deposit was refunded on October 19, 2022, when the vehicle was retrieved

• Initial Complaint

  Date:08/25/2022

  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 actually said out loud when booking my first reservation with **** how excited I was about getting a car rental at a decent price dropped off door-to-door. In ***, the options are limited to an expensive local car rental or an Uber to an airport for a better rate. I set the pickup time for 7:00-7:30am, having to drive to *******, ** for my best friend's wedding I was in. The morning of, I got a text from my driver confirming the pickup time around 6am - perfect. At 6:45am I asked his arrival time, to which he replied the trip has been rescheduled to 9am. I started to panic - this would make me late for the wedding. The driver apologized and said it may be a systemic issue. I then logged into the Kyte app ..the deposit did not go through since the card I had used to book the trip over 3 months ago had since been lost and replaced. I received no email communication or text message alerting me that because of this my trip had been reschedule. I immediately updated my card, and noticed my pickup had now changed to 11:30am. I called ****** emergency line and was on the phone for over 30 minutes explaining the situation to a kind but extremely unhelpful agent who kept repeating my issue back to me. Finally, I was assured a car would be coming "as soon as possible" - around 10:00am - 3 hours after my originally scheduled pickup time. Thankfully, the original driver I was communicating with (*******) reached back out and came straight to drop a car off at 9:30am. He was very helpful and apologetic. I ended up missing the wedding ceremony and received no reach out by customer service. Safe to say, I will no longer be using or recommending Kyte.

  Business Response

  Date: 03/04/2024

  As stated at checkout and Kytes FAQ page, a deposit will be held within 24 hours from the delivery of their car and is required 2 hours prior to the delivery. In an event that the deposit fails to be held, trips are rescheduled proactively by Kyte to give Surfers the chance to pick up other trips and give customers ample time to make the funds available. Our customer excellence team never fails to send out reminders to customers in these situations and sends out recurring emails along with an SMS to make sure the message reaches the customer. Since we prioritize customer satisfaction, a Fleet Manager personally performed the delivery for the customer after the system successfully acquired the deposit. It is never Kytes intention to delay trips without reason and we aim to address all inquiries and concerns promptly and thoroughly, ensuring that no customer is left without a resolution