GetGo customer claims he was charged $50 late return fee for no fault of his own

SINGAPORE: A dissatisfied customer has taken to social media to express his frustration with leading car-sharing company GetGo, claiming he was charged a late return penalty despite facing problems from GetGo’s end.

In a post on the Complaint Singapore Facebook page on Sunday (6 Aug), Aditya Parakh detailed his negative experience with the service, including technical issues and unjust fines, when he booked a car through the GetGo app on Friday (5 Aug).

Mr Aditya said he encountered a significant delay when he collected the car. The app failed to connect to the vehicle, wasting 20 minutes of his time before he could start the ride.

His ordeal did not end there, as he faced another 20-minute delay while returning the car as the vehicle’s designated parking spot was occupied. He had to find an alternative parking spot and seek assistance from customer care to end the booking properly.

Despite the inconvenience caused by the technical glitches and parking issues, Mr Aditya was shocked to discover that GetGo had imposed a late return fine on him instead of compensating him for the delays and subpar service. This added insult to injury, exacerbating his dissatisfaction with the company.

Mr Aditya’s screenshots show he was slapped with a $50 late return fee, bringing his total to about $63.

Claiming that he has received unprofessional service from GetGo, not just on this particular occasion but also after every booking, the frustrated Mr Aditya said that following up with the company after each rental has become an additional time-consuming burden, further impacting his overall experience as a customer.

The Complaint Singapore Facebook post quickly garnered attention, with some users sympathizing with the netizen’s predicament and sharing their own grievances with the car-sharing service.

Some customers reported similar experiences with technical glitches, parking spot issues, and difficulties in obtaining appropriate customer support from GetGo, but others noted that GetGo offers a 15-minute grace period for vehicle returns and said that they have had positive experiences with customer care when they’ve encountered problems.

The Independent Singapore has approached GetGo for comment.

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