"Used to be an advocate, will now never recommend to anyone"

I used to be such an advocate for using GoGet and their service and they were great initially. Since they have become more popular, their service and reliability has deteriorated to a point which makes it untenable to remain a member (even though I get a free subscription through work and only pay for usage). The cars are often not where they are supposed to be parked, the fuel cards rarely work and reimbursement with their online form systems get denied for no reason requiring further follow up and engagement, the cars are often dirty and they keep raising their prices despite not able to provide this basic level of expected service. I have other issues in the past and made complaints to GoGet but nothing has genuinely changed. In Sydney they have a virtual monopoly on carshare spaces so am considering just ditching car share all together and returning to car ownership, despite it being far more expensive. I would no longer recommend GoGet to anyone.

"The computer says."

The computer says.
This is not the first time I have had similar issues but this the current issue.
When I booked the vehicle I could not find it as the pod was occupied with road construction materials so I went through the process of answering computer generated questions that required computer generated answers. Like do you speed ‘Yes’ ‘Always’ After going through many I eventually opted to Speak to Something/Someone At the same time wandering around looking. I found the vehicle out of sight of the pod and in the opposite direction to where I looked. As I found the van I got to speak with a human. They apologised for the inconvenience and allowed 30min extra that I might need but so what. I knew it would be hard to park on return.
Off I went. The trip was taking longer than expected so I added 30 min extra on the app. No issue but the sensor started beeping. I ignored it. Everything was working fine. I got back and found a park with time to spare.
When I got home I then spent 20min with the computer trying to tell it where the vehicle was parked so the next’s person doesn’t have the same issue as me. Eventually opting to speak to Something followed by a human who got some details thanked me and said everything was fine.
Now for the invoice.
If you are bored with this already another 40min negotiating with a computer eventually speaking with a human who was too busy to address my problem.
I was sent two invoices and the money was already taken from my account.
The first for the original booking and the second for kms and a fine for accessing the vehicle without the card. I did not do that but so what. The second invoice also included a full charge for extra time without 30min credit.
Bottom line is I would rather spend the time here with my complaint than dealing with their computer.
Colin

"An absolute rip off"

An absolute rip off. You can hire a car at one third the price.

"Smart Cards unavailable"

Impossible to get your hands on a smart card in the north inner suburbs of Melbourne. Went to four different places and they were all out. The shop assistants all said that had requested cards from Go Get but received nothing. I asked for my card to be posted as an alternative over a week ago (told it would take 3-7days) and still have not received this. Any time you talk to customer service they just tell you to get a card locally. Very frustrating.

"Requested 3 different selfies"

I spent about 3 days trying to get an addoint. Each time they said my selfie wasn’t good enough.

They made me send 3 different selfies, and each one wasn’t acceptable. What a truly stupid company to be dealing with.

"Only use if you like paying an extra $250 in fees"

I have been using GoGet for 5 years on Sydney as a sustainable alternative to owning my own car and being able to use public transport as much as possible. Being able to hire a van has saved me a lot of effort in moving houses in particular. However had a recent experience which was completely unfair on me. I booked a car for a couple of hours and found another car parked in my pod when returning the car. It was a extremely busy period at 7pm on a Sat night and I had to drive around for a long time to try and find alternative unrestricted parking in the middle of Sydney. I was not successful (very busy area) and was only able to find a single park that was legal at the time of me parking but was restricted on weekdays. I did my best to find somewhere that was reasonable. I told GoGet that there was another car parked in the pod, got their licence plate and informed them of where I had parked it. GoGet first tried to charge me a $25 late fee, had to dispute that and got a refund. And then I received a parking fine from the council of $200 plus another $25 admin fee from GoGet. The parking fine was for the Wed morning (4 days after I used the car). I was put in a completely impossible situation where whatever I did would result in me paying extra for something outside my control (I.e because someone else parked in the pod). I could not find ANY unrestricted alternative parking in close proximity of the pod. GoGet also requires you to park the vehicle within 500 metres of the vehicles pod. "If it is farther than 500 metres, you may be fined for the amount it costs us to move the vehicle back to its pod." So it was either (A) pay parking fees/admin fees for finding a restricted space (even if legal at time of parking), (B) find unrestricted bay outside the 500m zone and pay whatever cost it would've been and another late fee on top of either A or B. Even if I went hunting outside the 500m, I seriously doubt I could find completely unrestricted parking anywhere in thos area of Sydney so thats not helpful. I could not reasonably be expected to drive around and around and wait for a space to become free at peak period at 7pm at night, but retrospectively this is what I should've done as a $25 late fee is much better than $225 in parking fees. This is not the first time another car has been parked in the pod and every single time I've had to fork out extra fees whether it's a late fee or a parking fine. Not worth the stress of using the service and do not recommend.

"So far so good with our first experience."

Love the GoGet carshare app! Definitely a mobility game changer esp when you’re in the big city and need a short term rental. Cheaper and hassle free compared to traditional rental companies! Thanks @iamiceman11 for recommending this!😎😍

"Didn't think anyone could care any less."

I have my identity stolen. Someone has used it to put cars in my name. Then decided to rack up some fines and accounts fees in my name. Now, none of this is GoGet fault... but this is...

I called GoGet to find out if I can get some information for the police because now I am going to court in regards to everything above.

After speaking to "customer service" who was talking to "upper management" for over an hour and eventually to the point where I was hung upon. I got nothing. I was told that they couldn't give me staff names or employee numbers or management names for my own record.

They told me the Rego number didn't go to any of their cars at first. After telling them that's not possible and "more investigation" they said they did have that car but they now couldn't see who's didn't details were registered to it.

Imagine that, not having the rego and then it appears like magic but then having no information about who owns that car or when they used my details.

I asked them to check the system for my name and address due to the fact that it has to be there because I keep getting bills and fines with that information but yet once again they couldn't tell me anything.

Stolen Identity is a serious offence and has created a lot of hassell and drama and I couldn't belive how little this company actually cared. The level of support was so bad and the fact they couldn't even tell me their names or any other info prior to hanging up on me really just shows the level of care.

So, I guess if you use their service I hope everything goes well because if I can't get help for something that's police are requesting information for then god help anyone else if something else goes wrong because you don't have much chance of getting any support/help.

"I do NOT recommend GoGet! They don't care for safety!"

If you want to be charged fees after explaining to them over the phone where the car is located and tapping on to early (like what?) then by all means, use goget.

I had told them and left them voicemails about I would be returning the car a little late (a few minutes) and how due to safety reasons I needed to park the car here due to it being really dark. (I'm a single woman).

Goget does NOT care about your safety when it comes to returning the vehicle after dark when the pod is 10 min walk away from where you are staying. Nor do they care to call you back if the line gets disconnected then will suddenly call you back hours (5+) later and yell at you over the phone.

They then tell you to go across town to drive the car to its pod location, and they will make a free booking for you. (They never make you a booking to begin with) and then they charge you $100+ dollars for a recovery fee. Like what the actual truck?

"Cars are dirty and smelly too often then not"

GoGet needs to step it up by cleaning their vehicles more often. The last car I hired was dirty and smelled like a wet dog. It happened to me too many times to use their car-share service ever again. Very disappointing to say the least