Eva Ruiz
4455 West 7th Ave,
Vancouver, BC, V6T 1C4
Phone (407)777-2966 Email evabelen1100@gmail.com
July 20th, 2020
Evo Car Share
332 Water St, Unit 205,
Vancouver, BC, V6B 1E5
Phone 1 (844)860-5307 Email info@evo.ca
Dear Evo Customer Service,
I have been using Evo car share for over six months now as a convenient and reliable way to move around the city of Vancouver. However due to recent events with a car rental I am disappointed and let down by the service available.
On June 20th, I rented a car starting at 10am and ending at 2pm, totaling a 4 hours of car use. Once I exited the vehicle it stated that the car should close itself 15 seconds after leaving the car. As this is usually the reliable way of closing the car I began to walk away knowing that the car should lock itself. As a customer of your service I ensured that the car was in park, off, and in the home zone. Additionally, all lights were off, car doors closed, and the was key in place. However, once returning to the app the car was still being rented by me. Upon my discover, at 4pm, I quickly called customer service (1 (844)860-5307) to alert them of the issue. After calling five separate times to your phone lines with each of the calls being dropped I was left frustrated with the responsibility of the car and the inability to use the service. Unable to contact your team I called again early the next morning, June 21st 8:30am, to once again have my calls drop. At 10am I gained access to the car where I pressed the road assist button to finally get ahold of someone. Finally, when someone answered my call we were able to pinpoint the issue of the key sensor malfunctioning as to the reason the car wouldn’t close. The person who I talked to was very uninterested as to any of my concerns of the issue and hung up before I could explain the full extent of my problem.
Despite my numerous calls during work hours and my complaints in the car, Evo has failed to reach out or ensure that their cars and their customers are safe.
I ask that I only be billed for the hours of 10am to 2pm on June 20th as those were the hours I was actually driving the car. Additionally, I request that the Evo website and numbers be updated with new numbers, new hours, or voicemail to further inform customers during this time.
I would like to continue being a customer of Evo car share as it is the best carshare service in Vancouver. I hope that this issue will be resolved as quickly as possible.
Sincerely,
Eva Ruiz
Customer of Evo Car share
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