Complaints

This profile includes complaints for Go Subscription's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Go Subscription has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Go Subscription

  Ardmore, PA 19003-2421

• 

  Go Subscription

  2114 SE Rays Way Ste C Stuart, FL 34994-3999

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I signed up for a 3-year car subscription based on the terms of this business as of July 23, 2022. My application was received and approved on July 25, 2022. I paid a $500 securitydeposit to hold the car. I was told my car would be delivered no later than 8/8/2022. After weeks of back and forth with customer service, I finally received the vehicle on 8/23/22. They were unable to track the status of my car or explain the delay. The terms of the service were that I would be reimbursed for vehicle inspection, and I got the inspection done and sent them the receipt. I was told there was a typo on my receipt (from *** ****) and therefore I would not receive reimbursement for the $85 car inspection. I was expecting to have the vehicle until August 2025 per the terms of the agreement. On June 28th, 2023 - I was abruptly told that my subscription was canceled and that I needed to return the vehicle within 30 days. I was out of the country when I received the email, and responded asking 1) why the subscription was being canceled early and 2) whether I could have more time to return the vehicle since I was away and in need of it when I returned. They responded with a definitive no and demanded return of the vehicle with no extension of the time. They cited "inflation" and the current business environment as their reasons for cancelling, and directed me to their terms and conditions. However, the terms are only available via link to their website and they have been changed since July 2022. The updated terms are very different from the terms I signed up with in July 2022. They changed the terms after my subscription started. Each time I initiate contact they are uncooperative, demanding, rude, and dishonest. They've lied multiple times in their terms, throughout my subscription and finally about the reasons they are cancelling. They've now confiscated the car leaving me without a vehicle and have offered no reimbursement for the costs of inspection or sufficient explanation for why they canceled the contract early. The entire experience has been frustrating, exhausting and completely dishonest.

  Business Response

  Date: 10/09/2023

  Go has never offered a 3-year subscription.  Our program is a month-to-month, auto-renewing subscription.  In early 2022, as was publicized throughout the nation on all news outlets, there was a major worldwide supply chain crisis associated with microchip production (or the lack thereof).  The US automotive industry was hit extremely hard by this and Go was not spared from the effects of this.  As this was going on, the company consistently communicated to its customers that there were delays - but unfortunately there was minimal specificity that could be given as there was minimal detailed communication we received from the manufacturers.  However, as soon as our customer's vehicles became available we moved with all haste to get them in our customer's possession.  It is important to note that during this time, we offered refunds to anyone that did not want to or could not wait for the vehicle to arrive with no penalties.

   

  As for the return of the vehicle - in June of 2023 it became necessary for Go to require the return of its 2022 vehicles.  Nabta ****** did receive this communication along with the following offers: Nabta could swap into a 2023 vehicle if available (limited availability) with a $100 per month discount; or purchase their vehicle at auction value; or return the vehicle in good condition per the Terms & Conditions and comply with our notice to return and after agreeing to the terms of a general release, receive a goodwill payment equal to one month's base subscription.  Nabta's initial reply was a demand for an additional 60-days and then a flat refusal to return the Go car.  On 7/14/23, Go sent reminders via email and text message to schedule the return of its vehicle - there was no reply.  On 7/24/23 a final demand was sent - again via email and text messages - that the Go vehicle must be returned to avoid a repossession action.  Again, no response from the customer.  On 8/1/23 (past the ****** requirement to return the vehicle) one last demand notice was sent by email and text and multiple phone calls were made - again, no customer reply.  At this time, Go had to spend the time and resources to repossess its asset.  Once received and inspected, there was excess wear & tear/damage found on the vehicle.  The customer's security deposit was applied to the cost to recover the company's asset. At this time, the customer actually needs to contact Go to make payment arrangements for the outstanding balance owed on the account for the damage and other costs the security deposit did not cover.  At all times, the company has acted within the boundaries of its Terms and Conditions.  

• Initial Complaint

  Date:07/12/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received my subscription vehicle in June 2022, with the understanding that the term would be for three years and if I wanted to terminate the contract early I could do so with 30 days’ notice and a $1,000 restocking fee. On 6/26/2023, abruptly and without cause or provocation on my behalf, GO cancelled the subscription and demanded I return the vehicle or have it picked up at a $395 cost to me in 30 days or less. Firstly, why should I pay to have them pick it up? They delivered the vehicle to me at no charge and since they cancelled it even though there wasn’t any non-payment, misuse or other violations. Secondly, they referenced their terms and conditions to justify their blatant breach of contract. However, when I entered the contract, they did not provide a copy of those terms. What they did was provide a link to the terms online (see below) which now do not show the same terms I agreed to as they have been updated online effective 6/2023; as you can see from the previous page, they did not provide a copy of the terms I agreed to with a signature because that never happened: Since I was extremely inconvenienced (had to pay for a rental car for an upcoming road-trip) and since GO changed the rules in the 3rd quarter, I should receive the following: • $999.00 (inconvenience fee since if I would have cancelled, I would have to pay a restocking fee • GO should pick the vehicle up for free since they delivered it for free and there is no reason or contract language that stated I would have to pay to turn it in (especially since they backed out of the contract) • In the future, GO should provide a copy of the terms via DocuSign so that they cannot just arbitrarily change them.

  Business Response

  Date: 07/18/2023

  The Terms and Conditions on the website, agreed to by the customer upon application, has always permitted the company to cancel a subscription and recall a vehicle at its discretion, which was unfortunately necessary in this instance. This is not a lease contract. All unused days are refunded, and no restocking fee is being charged. The customer received all services for which he or she paid, and was also provided additional options by our customer service team to help with future transportation needs. 

  Customer Answer

  Date: 07/19/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:  GO charges a $1000 restocking fee I cancelled before the 3 year term was up.  They cancelled and they want me to deliver the vehicle to them at my expense or charge me $395 at my expense.  They should pick it up at their expense and honor their promise to refund $615.00 to me as documented in the attached.
  
  Regards,
  
  ***** ******
  

  Customer Answer

  Date: 09/20/2023

  GO promised to refund a total of $643.62.  They refunded 143.69, but they still owe $499.93. However, as of this writing, and after sending GO two emails over a two week period I not received a response from them.  Please see the attached email from GO.  I returned the vehicle on 6/26/2023 per their request. 

• Initial Complaint

  Date:07/11/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Very bad business They just me email to return car within 30 days. Where as I still have more than a year remaining on 36 months They also giving options to buy the car which which is way over fair market price

  Business Response

  Date: 07/18/2023

  The Terms and Conditions on the website, agreed to by the customer upon application, has always permitted the company to cancel a subscription and recall a vehicle at its discretion, which was unfortunately necessary in this instance. This is not a lease contract. All unused days are refunded, and no restocking fee is being charged. The customer received all services for which he or she paid, and was also provided additional options by our customer service team to help with future transportation needs. 

• Initial Complaint

  Date:06/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've had a three year DriveGo subscription since 7/2022. In July, I started with paying $363/mo for my 2022 ****** ******, which included the car, insurance and routine maintenance. I have paid monthly, in full and on time and have been a careful and responsive customer. I’ve always paid on time and have taken great care of the car. Yesterday I received a text and email, that stated that drivego canceled my subscription “due to unforeseen circumstances”. They advised me that they were taking back my car in 30 days and offered only to either buy it or choose another car for $300/month more. As for the return, the company sent me a pdf docusign to sign and agree to return the car. The document details that I can return the car myself or pay $395+tax for pick up. They also note in this document that they will waive the “$999 restocking fee” once the car is returned even though the original contract stated that if I kept the car for the full 3 year subscription period, that there would be no restocking fee. This company has updated their terms and conditions so frequently, it’s hard to know what aspects of my original agreement still contain. I also note that I logged into my drivego portal on 6/25 to add a driver and was required to sign another set of new terms and conditions prior to being able to navigate the website. I assume that contained the change in language that allowed them ti legally proceed with canceling my subscription. This is a highly predatorial practice.

  Business Response

  Date: 07/18/2023

  The Terms and Conditions on the website, agreed to by the customer upon application, has always permitted the company to cancel a subscription and recall a vehicle at its discretion, which was unfortunately necessary in this instance. All unused days are refunded, and no restocking fee is being charged. The customer received all services for which he or she paid, and was also provided additional options by our customer service team to help with future transportation needs. 

  Customer Answer

  Date: 07/18/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  The company failed to mention in their response that they seem to be requiring that I return the car myself 1 hour away or pay nearly $400 to have them pick up the car. They also just charged me for a full month of my car subscription despite being clear in their emails that the car will be disabled after 7/28. 
  

  The terms and conditions on the website have been changed significantly since my subscription began in 7/2022, including reducing the insurance coverage while raising the cost at the same time. The email I received from Go regarding this, advised me only of the insurance price increase but not of the reduced coverage. I use this as an example of their ongoing deceptive business practices.

  Regards,
  
  *****************************

• Initial Complaint

  Date:06/22/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Go Car Subscription is terminating my 3 year subscription only a year into it. They are asking for the car to be returned in 10 days!! First they dropped my insurance and asked me to get my own and now this. I will be contacting my attorney today and filing a class action lawsuit against this company.

  Business Response

  Date: 06/26/2023

  Our program - while looking and feeling very similar to a 3-year lease - is actually a month-to-month auto-renewing rental contract that affords for the use of a vehicle UP TO 3 years.  We appreciate that this situation that requires us to have our vehicle returned to us is likely difficult.  However, per the Terms & Conditions, 11. Schedules and amendments, modifications and supplements to this Agreement and the Schedules, "We reserve the right to change the terms of this Agreement, including the Schedules to this Agreement, at any time and from time to time."   

  A copy of the Terms & Conditions can be found here: ****************************************************************************; These terms also address dispute resolution as well. 

  Customer Answer

  Date: 07/06/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  They are using that section to undo the entire agreement. Time length, maintenance and insurance included. That's unacceptable and dishonest. 
  Regards,
  
  ***** ****
  

• Initial Complaint

  Date:06/22/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Drive Go has canceled our car lease due to what ever reason they cannot keep any of there 2022 Vehicles out on the streets. This was very short notice and has put us in a bind, we're trying to do what they are asking for which is to return the car cleaned but the problem is they are not giving us a location where to drop off the Vehicle. we have until June 24th to return the car but I just canceled the insurance as of today by 3pm because we are ready to return the car. Can you please help us, no one in there customer service department cannot tell us what to do, we have been calling since we received there email a couple of days ago

  Business Response

  Date: 06/22/2023

  Go has spoken with this customer multiple times.  The actual issue here is that the customer demanded the accommodation of a same day return.  The Company clearly explained that as the return locations are not actually owned and run by the company, those location's policies are managed by external parties and as such we could not accommodate.  All outreach has been responded to in a timely manner at all times and we will continue our outreach to coordinate the return of Go's vehicle.

  It is important to note that the customer is required to maintain full coverage insurance on the vehicle per the Terms & Conditions as well as Go's website (***************).  Any damage or loss while the customer has the Go vehicle is fully the customer's responsibility/liability.