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Francis has a great customer service
I booked the goget car on my street. It is the only goget car on that street. Looking for the car for 15 minutes and was not successful, decided to call customer service and got Francis helping me out.
He is so patience and helped me out to locate the car which was parked several blocks away.
Thank you Francis
- Transparency
- Incentivised Review No
- 21 reviews
- 6 likes
Very happy with the service
Take note that a good number of the reviewers here are happy to complain, even when it is truly their fault. It's an overly negative outlook on a fantastic service that's been around for a decade or more now!
Recently Hornsby Shire annouced they'd be working with GoGet to setup some pods in our area, and even more recently I've sold my car and now use our local Yaris or Sportage when required. So far, I've experienced some good and some bad.
The good: the Yaris has been fantastic. It's the perfect runabout for errands you might not like to do...
Read more by public transport or taxi. It's reasonably priced at $80 per 24 hour period, reasonably clean (certainly better than if I was to own and look after it myself) and is a welcome addition to the area. I've also used a Cerato and a Corolla, both of which were amazing to take on a quick trip up to Newcastle to see friends. 120km is included with every 24 hour period - this used to be a higher allowance, but GoGet has to make money somehow. The rules are all clearly laid out on their website, and the (admittedly overseas) customer service staff are happy to help by chat or phone call. Most things like reporting cleanliness issues, damage, or parking location can be done in-app now and are straightforward - even if you don't plan ahead, bookings are super flexible and can be extended with ease if no-one else is booked in after you. The bad: I haven't been able to use the Sportage yet because the lock wouldn't work, and the user beforehand probably could've done a better job. I was able to unlock the car and drive it to the petrol station, but after filling up I couldn't lock the car, as the smartcard lock wouldn't operate and the car keys were bolted to the vehicle. I was however able to give the fuel card to a staff member there and sign for it to get out of their way. After that, I jumped on a call with customer service who answered immediately. I explained the issue, they advised to return the car to the pod. It did take a liitle bit of effort to suggest a credit for an Uber to the next available car (two suburbs away), and to suggest they try locking the car from their end instead of leaving it unlocked until staff checked it, but overall it wasn't a terrible experience, just an average one. Billing is also a breeze. As for general cleanliness: all the cars I've driven so far are in an area packed full of spiders - it's known as the Bushland Shire for a reason - and every one has been spotless, even the Yaris, which is almost a decade old. The Sportage was dirtier than average but didn't have a layer of dust on the dash, for example. With the exception of the Yaris all the cars I've driven were recent models and, with the exception of the Corolla (because Toyota), all had CarPlay. It is a tad expensive compared to Flexicar, and now includes less fuel, but GoGet serve more areas, it's still far cheaper than owning a car, and I'm glad it's finally available in outer suburban Sydney for a change - I hope GoGet sticks around!- Transparency
- Incentivised Review No
Hi @Aiden H,
Thank you for the review! We are so glad to hear that you are enjoying our service and find it convenient!...
Read more None of our vehicles, including our Toyota Yaris', are more than 5 years old. We aim to have fairly new vehicles in our fleet due to improvements that manufacturers are constantly making on motor vehicles. We also have newer vehicles as the older the vehicle gets and the more kilometres it has on the odometer, the less reliant it tends to be. We don't want our vehicles to break down or have mechanical issues during a members booking if at all possible. We're not sure what you mean by "it now includes less fuel". We have always paid for fuel and will continue to do so in the future. It is a members responsibility to refill the tank however we will never charge you for fuel. Please feel free to reach out if you have any other feedback. Thanks for the support, Andrew
Thanks for keeping tabs on this listing Andrew!
I believe GoGet used to include more kilometres in a day booking, before I became a member a few weeks ago? It was attributed to rising fuel costs.
- 4 reviews
Review in progress - rating is going down
Up to now I was a firm believer of GoGet as a concept, we do not all need to have a car and this is my effort to reduce the vehicles out there.
Why a rating of 2 when I've no idea what the experience of booking and picking up a car is yet............
Let me explain - frankly I don't like being lied to :
It all started one week ago on Saturday 9th June which was straight forward. 2hrs later I was requested to upload additional (clearer photos) which I did straight away so the application is 100% complete Saturday 9th.
Come Wednesday 13th I've...
- Transparency
- Incentivised Review No
Hi @SimonF,
Thanks for reaching out and our apologies for the delay in assessing your application....
Read more Please get in touch with our customer service team via online chat through the 'contact us' page on our website or through the GoGet app so that they can review your application and get you on your way as soon as possible! Safe Travels, Andrew
Did you read what I wrote? As I already said I contacted Customer Service at 1300 769 389 and was told my application is complete and the smart card is posted.
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 parki...
Read moreng 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.- Transparency
- Incentivised Review No
Hi @Monica,
We are sorry to hear about your experience. Please feel free to send an email to hello@goget.com.au so that we can get an agent to investigate this for you....
Read more Hope to hear from you soon, Andrew
Find out how GoGet compares to other Car Share Services
Know better, choose better.
Utterly and totally unprofessional
I have done my research before joining goget and have worked for a couple of rental car companies when I was at University so it’s fair to say I was prepared for some shortfalls but I wasn’t prepared for what transpired. The registration process was flawed it took a couple of days and several attempts to submit and verify details. Once the account was active I proceeded to pick up my goget access card at the newsagent on Belmored Road in Randwick. The women behind the counter handed me a pad and asked me to login to my goget account. I told her...
Read more that wasn’t necessary as I could activate the access card when I got home, in turn I was informed that if I didn’t give her access to my account she wouldn’t give me the card because she’d miss out on her commission. I tried to plead my case to no avail I even offered to pay her $10 for the card but she wasn’t budging and made it clear that I’d have to pay her more for the card although she never quoted an amount, so I called goget for assistance. The goget agent was very sympathetic to my plight but when asked to talk some sense to the newsagent she simply hung up. The other designated goget agent was too far to walk so on the way home I remembered one of my neighbours is a goget member and asked her if she had a spare card which she did have so problem solved. Next morning I accessed the booked vehicle no problems except the car was filthy, dented, scratched and had very little fuel. So off I went to the petrol station and filled up wiped the steering wheel and dash down and took a whole load of pictures. At the end of the rental with an half hour to go I had to wait for a large council truck to leave a park adjacent to the pod which was partially blocked by the truck. So went home, 200 m away instead of waiting around and parked in the pod once the truck left. As I found out 7 minutes late. Result: $25 charge, on top of it a 5 hour 67 km hire cost $118……. First and last time I hired from goget. Seriously bad business if you can call it that.- Transparency
- Incentivised Review No
Hi @Greg Frenk,
Thank you for raising this with us. Please feel free to send an email to hello@goget.com.au so that we can get an agent to investigate this for you....
Read more Hope to hear from you soon, Andrew
- 3 reviews
- 6 likes
Cheaper with a rental company, where at least the condition is well maintained
I thought I'd try GoGet to see if I will upgrade my car, or give up the car altogether. The price I paid for 78km over 5.5hrs was $112.00. It's not really much a community car share service, it is another version of a typical car rental company, minus the overall car care. The vehicle was dirty, it had cobwebs inside, and smelled of dampness. Not likely I will give up my car any time soon, it would send me broke if I wanted to take the family for a weekend away, or a country drive.
Oh, and I just got penalised $25.00 for running late by 14 minu...
- Transparency
- Incentivised Review No
Hi @Jeff N,
We are sorry to hear about your experience! We really appreciate you taking the time to provide feedback about our service. ...
Read more If you ever come across a vehicle that is in an unacceptable condition, please get in contact with us so that we can organise to have the vehicle cleaned and so that we can also follow up with the previous member/the member responsible. If you are going to be late due to traffic or unforeseen circumstances, please let us know as soon as possible. If there is a booking after yours, that member will then be inconvenienced. If you let us know, then we can let them know. If we can extend your booking, you will not receive a late fine and will only be charged for the additional time. Thanks for the support, Andrew
- 2 reviews
- Verified
Easiest option.great for the sharing economy
Always an easy experience
Locked my pass in the car once and was lucky we could call up and open remotely.
Makes not owning a car more economical and good for the environment!
- Transparency
- Incentivised Review No
Hi @Kevin T,
Thank you for the review! We are so glad to hear that you love our service and find it convenient and easy to use and that our customer service team have been helpful on the occasions yo...
Read moreu require help! Please feel free to reach out if you have any other feedback.
Beware extra charges
I picked up the Van 7 mins early and was charged $25 (I took an extra 10mins to put fuel in it. I also returned it 30mins early but that was of no consequence) Another time the vehicle was not there and after an hour they found a nearbye vehicle and charged me even though it was too late as I made other arrangements and never used it.Being a loyal, consistent customer for 10 years makes no difference. The necessity to use them makes up for this and other disputes/problems
- Transparency
- Incentivised Review No
Hi @Merv D,
If you access a vehicle more than 5 minutes before your booking is due to start or more than 5 minutes after it finishes, you may be charged a fee of $25. This is stated on our website an...
Read mored in our membership agreement. You would have received this when you joined.
$2000 paid for "Nothing" & Kick you Out...
For just a minor scratch, GOGET bloat the repair cost to $2,000. The most crazy thing is that once you pay, they will kick you out straight from the membership!
- Incentivised Review No
Hi @Penny_5620,
Thank you for raising this with us. Please feel free to send an email to hello@goget.com.au so that we can get an agent to investigate this for you....
Read more Hope to hear from you soon, AndrewFind out how GoGet compares to other Car Share Services
Know better, choose better.
- 2 reviews
So far so good with my first experience with GoGet
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! Will definitely recommend this to my friends who will be travelling to Sydney or Melbourne and needing a car.
- Transparency
- Incentivised Review No
Hi @Filz
Thank you for the review! We are so glad to hear that you love our service and find it convenient and easy to use and that our customer service team have been helpful on the occasions you r...
Read moreequire help! Please feel free to reach out if you have any other feedback.
Full of spiders and never clean. GoGet has gone downhill
When GoGet started, it was very good and reliable. I used it on a regular basis and was very happy with it!
However, on the last occasion, upon arrival at the vehicle it was dirty, had rubbish in it and was full of spiders. After an hour waiting in the queue to speak to a representative, they advised that I should take it to a car wash and they will reimburse me, however the spiders were both inside and outside the car. (and not just a few, it was covered!) I requested another vehicle as i did not feel safe, and was advised there was another ...
Read morecar available 12mins away. I then had to uber to this car (which cost $20 to get to in Sydney traffic). I was not offered any compensation until i requested something. They then offered me a credit which barely covered the cost of the uber. When arriving at the second vehicle, it was also dirty. It didnt look like anyone had driven it in months. When we left, we were on the highway and a huge spider came across our windscreen. I am not blaming GoGet for the spiders however if they were cleaned on a regular basis (which it was evident that these were not) then these issues may not have occurred. To be honest, it has been on a slow decline over the past few years and as such I have now cancelled my membership.- Transparency
- Incentivised Review No
Hi @Kristyn,
Thank you for raising this with us. Please feel free to send an email to hello@goget.com.au so that we can get an agent to investigate this for you....
Read more Hope to hear from you soon, Andrew
- 2 reviews
- 2 likes
- Verified
Horrible customer service, complaints routinely ignored!
I've been a GoGet member since March 2020, and I've experienced a shocking decline in the quality of their vehicles and their customer service. When I first joined I was relatively impressed with the vehicles, and had no real cause for complaint about their customer service.
Now? GoGet vehicles are regularly inaccessible due to faulty smartcard readers that can't call home, and are usually filthy and smelly, and vehicle damage rarely (if ever) gets rectified. Claims that their vehicles are professionally cleaned regularly are absolutely laugha...
Read moreble. GoGet phone support is 100% overseas. This is not necessarily a problem in and of itself, but the staff can be hard to understand due to language barriers, and the latency of their phone system also makes it difficult to communicate adequately and efficiently. A much larger problem is that they increasingly have the absolute worst attitude of any company's support staff that I've ever interacted with. In recent months, they won't hesitate to lecture or even outright attack you for trying to request a resolution to a problem. Can't get into your booked vehicle? Phone support will sooner cancel your booking than provide an alternative option. What's worse, they will actively hang up on you if they don't want to deal with your problem. They always ask at the beginning of each call for your phone number to call back on in case the call gets disconnected, but they never call back. I take this as proof that they actively dodge their responsibilities to look after members. GoGet are quick to claim that they are transparent on fees and charges, but this is completely untrue. Policies seem to vary from month to month, to the point where you're pretty much guaranteed to get caught out and charged an additional fee sooner or later. A particularly disgusting practice is where you return the vehicle to its pod, tag off to lock it, then get charged $25 a few hours later for supposedly not returning the vehicle. Why is it the member's fault that the stupid smartcard readers don't work properly? I've submitted several complaints to GoGet about the above issues via the channels offered (complaint form on website, admin@goget.com.au email address, etc.) but have never received a response. It's abundantly clear that GoGet simply don't care about members or their concerns about the increasingly awful service. I'm quite sure GoGet's representative will offer a stock response to this review in some vague and ultimately useless attempt to negate my concerns, don't be fooled.- Transparency
- Incentivised Review No
Hi @Matthew K,
We are sorry to hear about your experience. ...
Read more Our cars are looked after on a regular basis by a team of remote cleaners, but as we are a member-sharing service we do rely on our members reporting if they find that a vehicle has been left in an unsuitable condition. If you ever head out to one of your bookings and find a vehicle in a state like this, please let us know as soon as possible so that someone else's uncleanliness can have as little of an impact on your day as possible. Our fees are always consistent and if we change them, we let our members know via email beforehand. We are transparent with our fees and you can find each fee listed in our membership agreement which you would have received before joining GoGet. All of our email and complaint enquiries are answered within 24 - 48 business hours. If you do not receive a response within that time frame, please reach out to our customer service team via online chat through the GoGet app so that they can investigate this for you. They are also available 24/7 to assist you with any issues you may have. If you send us a private message with your details, we will investigate your account and provide feedback to the customer service agents you spoke with if necessary. We really appreciate you taking the time to provide feedback about our service. We are always looking for ways to improve so we will definitely pass on your feedback to the appropriate team. Thanks for the support, Andrew
Hi Andrew,
I report dirty cars on a regular basis, but those reports are seemingly ignored. I can make a report regarding a dirty car, then hire the same car a fortnight later and find exactly the sa...
Read moreme bird poop and other stains on it. On top of that, cars frequently have dangerously low amounts of air in their tyres, which makes me wonder what other essential maintenance is not being carried out. I cannot put faith in your claim that cars are looked after regularly.Find out how GoGet compares to other Car Share Services
Know better, choose better.
- 11 reviews
- 8 likes
- Verified
Beats the alternative
After a year of use I can recommend this for people in inner Melbourne who need cars short term , an hour to a few days .Hassle free and never had a problem with admin . Cars are pretty new and excellent .Downside no V8's like Monaro's or Mustangs
- Transparency
- Incentivised Review No
Hi @jima
Thank you for the review! We are so glad to hear that you are loving our service! Please feel free to reach out if you have any other feedback....
Read more Thanks for the support, Andrew
- 2 reviews
- Verified
Super convenient service
It's such a good service for what it does. Easy, convenient and a genuine alternative to owning a car for someone living in the inner city.
- Lots of cars available
- Different car types
- Easy to use apps
- Incentivised Review No
Hi @Andrew L,
Thank you for the review! We are so glad to hear that you love our service and find it convenient and easy to use! Please feel free to reach out if you have any other feedback....
Read more Thanks for the support, Andrew
- 3 reviews
- 2 likes
Car Hire with limited convenience
At times an extra car is essential to run our business so instead of leasing a vehicle goget seemed a decent alternative. After a trial period the verdict is, unless you only need a vehicle for a couple of hours a day now and then buy a car.
goget is convenient, no doubt. A one off registration and paper work’s done, away you go there’s a goget pod near where you live and a fuel card. BUT!
-goget is no different to your 2nd rate car rental. The cars are scratched and dented and (most) times the interior is untidy. Unless you want to be accuse...
Read mored of damage or leaving the car dirty you have to make sure you take as many pictures/video as possible when you pick the car up and drop it off. Reporting damage with so many scratches and dings on the vehicles is near impossible unless you have time comparing pictures. Clearly damage is charged for but not fixed and as far as I know basic maintenance is done once a week. -Sneaky charges for accessing the car five minutes earlier than the set booking time, dropping the car off a few minutes late or not being able to park the car in the pod but next to it without any convenience to anybody, $25 each “offence”. -Their booking system is vulnerable, on one occasion due to a mistake on our part a car was taken on the wrong day but as it turned out without any convenience to anyone. It was all sorted albeit with a delay due to their call centre. Obviously there was a charge for that too. But what it means that you can actually access a goget with your membership card without a booking. Make sure you keep your goget card in a safe place!!!!! goget is not a cheap alternative to car rental, it is a car rental and not a cheap one of that. Their help desk is ordinary and very difficult to make contact even with urgent matters. You need a car buy a car, it’s there when you need it and it’s yours without having to mop up after someone else.- Transparency
- Incentivised Review No
Hi @Andrew,
We are sorry to hear about your experience! We really appreciate you taking the time to provide feedback about our service. ...
Read more Regarding reporting damage to the vehicle, you can do this quickly and easily via the app! If you ever have any concerns or questions, our customer service team are available via call or online chat 24/7. If you return the vehicle more than 5 minutes late, yes, you will receive a late return fine of $25. This is because you may be inconveniencing another GoGet member and also because you can easily extend your booking for another 30 minutes or more via the app or our website at any time during your booking. Thanks for the support, Andrew
If a late drop off is an inconvenience to another member then I suppose some sort of sanction is valid but when the vehicle hasn’t been booked for another day or more your $25 charge is a ripoff. So i...
Read mores charging for not parking in the pod but right next to it because the pod was filled with shopping trolleys!!! This is endemic in your industry, sneaky charges to make a bit of profit. Peculiar though, you never bothered to elaborate on the fact that you can access the vehicles at any time without a booking and drive off……My suggestion is, you get a bad review take note try to improve the service you are offering and basically keep mute. You really have no reason to take this furtherQuestions & Answers
Smartcard activation code
Hi @GGG,
We're not sure what your question means. If you need help, please reach out to our customer service team via online chat through our website or the GoGet app....
Read more Safe Travels AndrewSmart card code
is it free to cancel a van booking in advance?
Hi @Aaron Z,
Yes of course. You can cancel any booking right up until it starts. Once a booking has started, you can only extend it. ...
Read more Safe Travels, AndrewGet an answer from our members and GoGet representatives
Details
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Hi @B.O.U,
Thank you for the review! We are so glad to hear that our customer service team were helpful and able to get you on your way! We will be sure to pass this feedback onto them. Please feel free to reach out if you have any other feedback....
Read more Thanks for the support, Andrew