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:05/11/2025

  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 entered into a lease through RideShare Carz for a 2022 Tesla Model 3 as part of a Drive-to-Own program marketed by Spring Free EV. Based on the advertised promise of a reliable path to ownership, I sold my personal vehicle and joined the program expecting a safe, income-generating car I could eventually own.Although I was allowed to inspect the vehicle, I relied on Spring Free EVs assurance that it was in excellent condition. RideShare Carz, which handled the vehicle handoff and platform, failed to ensure that. The Tesla had severely worn tires and undercarriage issues, making it unsafe to drive. Repairs delayed my ability to work. RideShare Carz did not coordinate repairs or take accountability.I received invoices with conflicting odometer readings and unexplained charges. These were never clarified. My vehicle was also remotely disabled twice during active billing disputes, even while I was communicating in good faith. This added stress and impacted my ********* ownership structure has been provided, despite the Drive-to-Own framing. I was left dependent on an unreliable vehicle after giving up my own based on misleading marketing. These actions may violate the Texas Deceptive Trade Practices Act (DTPA) due to misrepresentation, lack of transparency, remote disablements, and poor platform management.I initially requested $9,000 as a resolution, but due to RideShare Carzs failure to respond and the continued harm Ive experienced, I am now seeking $15,000.Desired Resolution:I request the immediate transfer of the vehicle title, and/or $15,000 to cover my $1,000 deposit, loss of my vehicle, lost income, and emotional distress.

  Business Response

  Date: 05/20/2025

  RideShare Carz serves as the fleet operator for the Drive-to-Own program. The vehicles in this program are not assets owned by RideShare Carz. Prior to delivery, ********** EV purchases and refurbishes the vehicles. RideShare Carz is not involved in, nor informed of, the specifics of that process.
  

  Upon delivery, we conduct an additional inspection in accordance with our contract with SpringFree EV and within the capabilities of our non-dealership facility. At the time of pick-up, the vehicles tires met our internal standards. However, we are unable to inspect vehicle undercarriages other than a visual check.
  

  The driver is informedand agreesthat as the vehicles in this program are pre-owned, minor cosmetic wear and tear is to be expected, and that accepting delivery constitutes acceptance of the vehicle in as-iscondition. At the time of pick-up, the driver did not report any issues or defects requiring attention.
  

  After receiving later feedback based on an inspection by an outside party, we facilitated both a tire replacement and an undercarriage repair at no cost to the drivercovered jointly by RideShare Carz and SpringFree EV. As an added courtesy, we also offered to coordinate the buffing of minor scratches at no charge. This reflects our commitment to elevated customer service, even though the contract states that the driver is responsible for maintenance and repair costs.
  

  Regarding vehicle disablement due to non-payment, all actions taken were in accordance with the terms outlined in the agreement signed by the driver at the time of pick-up. The driver was also notified in advance of potential service interruptions due to non-payment and given the opportunity to resolve the issue beforehand.
  

  The structure of the Drive-to-Own program, including all billing terms, is detailed in the signed contract. The drivers questions regarding mileage charges were addressed promptly, and revised invoices were issued accordingly. As a gesture of good faith, the driver has continued to use the vehicle for over six weeks without making a payment while the billing dispute remains under review. This level of accommodation is highly uncommon in the vehicle rental industry.
  

  The asset owner, SpringFree EV, has offered multiple resolution options that align with the lease agreement and applicable commercial contract law: 1) $1500 credit reflecting the six weeks of contractual payments that are owed due to the vehicle continuing to be driven and represents the associated mileage charge; 2) Coordination of early lease termination with a full refund of $1000 security deposit, less any documented damages or outstanding charges as outlined in the lease agreement; 3) Pursue arbitration as defined in the lease agreement for any unresolved disputes.  The driver has declined all resolutions.
  

  Please note that our ability to respond further is limited,as RideShare Carz is not the sole party involved and the driver has indicated an intention to seek legal counsel. We have responded to the driver to ensure full transparency within the scope of our role.

  Customer Answer

  Date: 05/22/2025

  I am rejecting this response because:

   

  ?? 1. Misrepresentation of Ownership DTPA 17.46(b)(5), (7), (12), (23)
  The program was marketed as a Drive-to-Own opportunity, leading meand othersto believe we were working toward ownership. That was the reason I paid a $1,000 deposit, returned my personal vehicle, and committed to weekly payments. However, the contract I was later given contained no ownership path whatsoever, only rental terms. This bait-and-switch constitutes:
  17.46(b)(5) Misrepresenting program benefits;
  17.46(b)(7) Falsely advertising product condition or structure;
  17.46(b)(12) Misrepresenting legal rights;
  17.46(b)(23) Failing to disclose material facts before signing.
  
  ?? 2. Unsafe Delivery and Retaliatory Conduct DTPA 17.46(b)(24), *****(a)(3)
  The vehicle was delivered with bald tires and undercarriage damage safety issues, not minor cosmetic wear. My photos document tire tread at pickup, leading to a third-party inspection confirming both safety concerns. These were not disclosed, and RideShare Carz admitted in writing that they only perform visual inspections. Repairs were only approved after outside pressure, and then after my BBB complaint, I was sent a termination letter on May 21, stating I was now financially responsible for those same repairs a clear act of retaliation and unconscionable conduct under *****(a)(3).
  
  ?? 3. Billing Inconsistencies & Withheld Resolution Credit
  I was offered a $500 resolution credit to address delays and billing errors but I never received it. Additionally:
  I continued receiving full invoices while waiting on promised credits;
  Mileage audits were inconsistent, with altered odometer readings used to justify charges and a vehicle disablement;
  No final accounting has been provided despite multiple requests.
  
  ?? 4. Vehicle Disablements and Emotional Distress
  The vehicle was remotely disabled on April 10, April 18, and May 21 all during open disputes. I was actively communicating and requesting resolution each time. These disablements:
  Left me without transportation to work;
  Caused extreme emotional distress and financial loss;
  Show a pattern of bad faith retaliation rather than resolution.
  I have medical documentation confirming stress, anxiety, and mental health impact directly tied to this situation. RideShare Carz's response makes no mention of the harm caused to me as a gig worker entirely reliant on vehicle access.
  
  ?? 5. Avoiding Accountability
  RideShare Carz and SpringFree EV continue to shift blame, claiming RideShare Carz is not the asset owner and ********** manages purchases. Meanwhile, I am left with no vehicle, no refund, no final billing summary, and no justice. Their decision to refuse direct communication after their BBB response is not professionalism its strategic avoidance because they know their actions were improper.
  
  ?? 6. Final Requests
  Full refund of my $1,000 deposit without unfair deductions
  Immediate application of the $500 resolution credit
  Compensation for emotional distress, unsafe vehicle delivery,,lost income and damages
  A final, itemized statement of charges, credits, and odometer records
  Acknowledgment of deceptive advertising, unconscionable disablements, and retaliatory conduct
  Assurance that no other rideshare drivers are subjected to this treatment under the guise of Drive-to-Own
  
  ?? Supporting Complaints Filed
  I have already submitted formal complaints to the:
  **********************
  ************************************ (****)
  ************************ (***)
  I reserve my right to escalate this further through small claims court or a Texas DTPA action under ***** for misrepresentation, breach of public interest, and harm to a vulnerable consumer.
  

• Initial Complaint

  Date:12/04/2024

  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 rented a vehicle with Rideshare Carz and returned the vehicle on November 4. It wasnt initially told to me that it will take 30 days to receive my deposit that I put down to rent the vehicle. It is now 30 days and I have yet to receive my deposit. I have called numerous times and told that I will receive it by December 4. Yet I still havent received it. I have no balance due and need a full refund on my deposit. This has been a very frustrating experience from the beginning. Ive attached a copy of their terms and my receipt (showing no balance).

  Business Response

  Date: 12/12/2024

  Thank you for reaching out and sharing your concerns. We sincerely apologize for the delay in processing your deposit return and for any frustration this has caused. 

  As outlined in the rental contract signed at the start of your rental period, our deposit return policy is 30 days from the vehicle's return date. Your deposit was processed and returned on December 6, 2024. Unfortunately, the delay was due to Thanksgiving holiday business closures, and we regret the inconvenience this caused.

  We appreciate your patience and understanding, and we are committed to improving our communication in the future.

  Customer Answer

  Date: 12/12/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:10/22/2024

  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.

  This BBB complaint against Rideshare Carz arises from an incident on Saturday, October 19, 2024, when the company wrongfully shut off the vehicle during an **** trip while I was transporting a passenger from ***** to ********. Initially, I believed the shut off was due to non-payment, as Rideshare Carz has failed to apply the Cash App payment I processed on Friday, October 18, 2024. This left me stranded in an unfamiliar area, triggering a severe panic attack. After receiving help from civilians around, I immediately contacted Rideshare Carz via SMS, demanding the vehicle be reactivated due to the situation and heat. I was then informed via SMS that the shut off was a result of me leaving the state of *****. I then explained that my **** account is linked to the Rideshare Carz platform and that they should have been able to see I was on an active **** ride. Despite trying to remain calm and avoid another panic attack, I was still sitting in the heat due to their oversight.They then requested that I send in proof showing I was in a **** ride, which added more stress as I was being held responsible for their mistake or lack thereof. This wrongful vehicle shut off caused a significant mental distress, stress and anxiety, and prevented me from working the rest of the weekend. As a result, I lost out on income which caused a reduction in food for my children.

  Business Response

  Date: 11/14/2024

  This is in response to the Better Business Bureau consumer complaint (ID *********.
  On Saturday, October 19, 2024, at 1:05 pm, Ms. ***** ******** contacted RideShare Carz via text message to report that her vehicle had been deactivated. Although this was outside of our regular business hours, she immediately received an automated message informing her that we were closed. However, an agent was able to respond seven minutes later at 1:12 pm. She was notified that her vehicle was interrupted because the location tracker indicated she was out of state, which is a violation of our rental contract and Terms of Use Agreement. This policy was clearly communicated during vehicle pick-up, and Ms. ******** signed several documents confirming her understanding, including a Dallas-Ft. Worth Rental Coverage Areaaddendum. Exceptions to this policy are allowed only if the driver is on an approved rideshare platform trip.
  To verify compliance, we ask our drivers to connect to an application called Argyle, which tracks trip history.However, because Argyle is a third-party service for platforms like **** and Lyft, it reports information on a delay/after the ride is completed. At the time of signing the addendum and during vehicle pick-up, drivers are advised to send a picture of the approved ride before leaving the geo-fence area to prevent interruptions. Ms. ******** did not provide proof of a Hired Tripbefore leaving the designated rental area. Despite this, as a gesture of good faith, a RideShare Carz agent reactivated her vehicle at 1:16 pm to allow her to return to ****** before she sent the required screenshot at 1:18 pm. The reactivation was confirmed by the agent at 1:20 pm. The total downtime was less than 15 minutes from the time Ms. ******** initially contacted RideShare Carz.
  During this process, Ms. ******** continued to communicate with the agent in an inappropriate manner as they worked to resolve her issue and provided clear guidance. She did not report emotional distress or any adverse reaction during this time. Had she indicated as such, we are equipped to escalate the matter to a manager to provide additional support.
  For your review, I have attached copies of the Rental Terms of Use Agreement, the Rental Coverage Area Addendum,the final signed page of the RideShare Carz Short Term Lease Agreement, and the relevant text message conversation.
  If you have any further questions,please feel free to contact ********* ******* at RideShare Carz at ************ or via email at *************************************

  Customer Answer

  Date: 11/15/2024

  I am rejecting this response because:   For one Im not even sure who ******** is because shes not management. Secondly, the morale of this complaint is the wrongfully deactivated vehicle, not the amount of time it took to correct it, funny how active listening and reading lacks with this company. Third, why would explain my distress with someone via text when my purpose was to get back home, and another thing please understand I do have a full voice recording of the conversation me and ****** ***** (General Manager) and he was certainly told about the distress. Another lie told, and I was waiting for this manipulation response so I can go even harder. Yall are filled with lies and corruptions because youre saying the vehicle must stay in DFW metroplex but I drove to ******* in July and there for a full weekend and there was no deactivation to the vehicle not one time so again you ALL are very much LIARS and deceptive. And then continued to bill me after the contract ended. Yall need to get it together because its giving Scammers for sure.