Getaround - car rental

I’ve used Getaround for many years. I was forced to upgrade to the new app a couple months ago and this is my first time trying to use it today and it has been a huge pain! It did not import my profile other than my first and last name and I think it got that from my Facebook login. It does not show my driving history or that I’ve been a member for many years. I had to reverify my identity and it rejected my photo ID verification twice before going through manual review while never telling me what was wrong with my photo ID submission. When I tried to check out for my first car reservation it ending up costing over $30 for a $10 rental. Half of that is the manual photo ID verification. But it also added a sales tax and there is no sales tax in my state. Update: The “Sales Tax” was actually a car rental tax assessed by my county, but it took Getaround support four emails to figure that out. Getaround was nice enough to give me a $20 credit that paid for the cost of the manual photo ID review to compensate me for all the confusion around my first rental on the new app. It’s really hard to contact support from the app or website now. I wanted to report a bug in the checkout review process but I can’t figure out how to contact them. Everything I try just takes me to self help articles! Anyways, the bug is that I’m forced to review owner responsiveness even if I didn’t communicate with them. I don’t feel comfortable giving five stars, so I gave three, but that averaged my overall rating down to four stars, which isn’t fair to the car owner.

I want to share my experience with Getaround Rent-A-Car. Initially, they had extremely high booking fees, sometimes as much as 50% of the total rental cost, with no alternative booking options. While they have since removed these exorbitant booking fees, other issues persist. One major concern is their rental insurance fees. I understand that car rentals are more expensive on weekends, but adding a 60% insurance increase on top of that is ridiculous. Additionally, there's a $50 deposit, which I have never seen refunded. In contrast, I recently rented a car from Hertz, located in the same parking garage as Getaround, for a weekend (Thursday to Tuesday). The cost was comparable to a six-hour rental on a Saturday with Getaround, but the insurance was only $12 a day, and the deposit was returned within three business days. Considering the high costs and unreliable service with Getaround, it’s becoming increasingly frustrating. Not only are you not guaranteed a clean or well-maintained car, but there's also no assurance that a replacement will be available if needed. Nowadays, I only use Getaround if I need a car by the hour for an emergency or last-minute situation. This review is not intended to bash Getaround, but to highlight the changes and ongoing issues with their service. Getaround needs to address these concerns if they want to retain customers.

They recently switched the app and the transition between accounts has been a disaster. What should have been a seamless transition turned into a whole circus. After having to create a whole new profile, they don’t tell you that you have to wait anywhere between 5 to 24hrs to be verified. But they will allow you to book a trip. I needed to book a trip same day. They took my money, and then didn’t inform me that I need to wait to be verified. Needless to say, I arrived to pick up the car, but could gain access to it without being verified first. After being on hold several times and speaking to an agent, they told me I had to wait before being able to access a car and would return my money within 7days. I missed my 8:15pm dinner reservation with my family to celebrate a birthday. What then sent me over the edge, after requesting some type of compensation, they only offered a 10$ credit. Unacceptable. I currently have a coupon from the app for 30$ on my first first trip on the new app but you can only give me 10$ after all this fiasco!! They wouldn’t transfer me to a supervisor and the operator did not send confirmation email with her information either. Absolute madness with these people. Three days later I called Getaround again because agent never cancelled my trip properly and never issued any refund! The agent then assured me she would cancel the trip in the app and begin process to request my refund. Here we are 6 days later, I called Getaround again and the agent told me there was no claim made to process refund. The third agent I spoke to did send verification email stating she would process refund and credit me 100$. But I have yet to see any refund and I still don’t see any type of compensa reflected on my account.