Goldelpack
👍AP 2023
- Joined
- Dec 23, 2021
- Messages
- 178
First and foremost, they (gold) came through in the end - but getting there wasn't easy.
I generally reserve my scooter with Gold once I have my flight details set. Usually, this is months before (or if a nice discount pops up). I have a designated folder where I keep the info as well as record it in my itinarary. At the beginning of September, I was updating all my reservations on my spreadsheet. After many attempts at locating the reservation, I couldn't find it anywhere. I didn't have the reservation # recorded anywhere but I was really sure I had made this reservation. I sent an email (2nd week of August) explaining I couldn't find my reservation and there was no way to look it up at their website. I checked credit card statements but I wasn't sure when I'd made it. After 5 days of no response, I reached out again forwarding the same email along with a note that I'd like to hear from them either way. Another bunch of days passed, still no response. So I tried to call. Several attempts kept me either on hold or no answer. To say the least, I was extremely surprised because over the past many times I've rented and had to contact them - I heard back within 24 hours or LESS. So after 2 weeks of waiting I made another reservation and again emailed them asking them to verify that I have 1 reservation only. This time I got an email back the following day confirming the 1 reservatoin I had just made.
Come late August, both my flight time to MCO changed and my Mears pick up time back to MCO interfered with the time I had chosen for scooter pick up. Once again I emailed requesting the time changes. No response. Tried calling. No results. I had preferred an earlier drop off and needed to change the pick up from 6pm to 4pm. This time I follow up'd daily. No response. Again, very surprising to me. The day prior to my arrival I got the request for confirmation text and responded with all of these necessary changes again explaing that I've made MANY requests and still haven't had any success in hearing back from them - along with how surprised and disappointed I was. Upon arrival I sent another text AND email but the time hadn't changed to earlier AND THEY DELIVERED 2 SCOOTERS to the 1 me who actually has my own scooter. Explained all this to the delivery person who was very understanding and explained he's been working for less than 2 months for Gold and mostly everyone he knows is relatively new. Both scooters had bald tires and one was more cosmetically scratched up. He took back Scooter #2 and promised to explain the requests and let them know I wanted a refund. That evening, I sent yet another email both requesting confirmation of a refund and the 2 hour earlier time change for 10 days later pick up. No response. I made a few follow up requests but didn't hear back. Day before pick up I got 2 confirmation requests with 6pm pick up! I responded yet again about the request for time changes and again explained that 1 scooter was returned after their failure to confirm that reservation, blah blah blah. Many texts later they asked if they could change the pick up to the following day (the day AFTER I was leaving) and by this time I was frustrated, annoyed, completely disappointed, etc. Next proposal on their part was pick up the scooter much much earlier on the day I was leaving (like 2pm instead of 4) and I replied with a text describing how completely shocked I was at a company that claimed (and used to have) great customer relations. As I mentioned, I've rented from them for a long time and have always explained why I recommend them based on how great their response was as well as top of the line machines.
In one of their final texts they stated that all times are subject to a 1 hour grace period and that is why my time was changed by them. THIS DID NOT HAPPEN. FOR WEEKS I REQUESTED A CHANGE BASED ON MY TRAVEL TIME CONFLICTS. They both neglected to respond and/or make the change. About 10 minutes after this text, they sent another saying that another customer graciously agreed to change their time and they would be able to pick the scooter up at 4pm. The next day at 4pm I explained ALL of this to the pick up guy. He took notes and said that in all liklihood none of the owners or those in change had any idea about any of this and that he would not only make sure that I got refunded for the 2nd scooter, but that it would be noted how much of my communication was simply ignored. The following day I got an email confirming the refund.
I'm hoping this was an isolated occurence, but at the same time I think it's fair to share this experience. I do plan on using Gold going forward to at least give them another chance especially because of how great they WERE.
I generally reserve my scooter with Gold once I have my flight details set. Usually, this is months before (or if a nice discount pops up). I have a designated folder where I keep the info as well as record it in my itinarary. At the beginning of September, I was updating all my reservations on my spreadsheet. After many attempts at locating the reservation, I couldn't find it anywhere. I didn't have the reservation # recorded anywhere but I was really sure I had made this reservation. I sent an email (2nd week of August) explaining I couldn't find my reservation and there was no way to look it up at their website. I checked credit card statements but I wasn't sure when I'd made it. After 5 days of no response, I reached out again forwarding the same email along with a note that I'd like to hear from them either way. Another bunch of days passed, still no response. So I tried to call. Several attempts kept me either on hold or no answer. To say the least, I was extremely surprised because over the past many times I've rented and had to contact them - I heard back within 24 hours or LESS. So after 2 weeks of waiting I made another reservation and again emailed them asking them to verify that I have 1 reservation only. This time I got an email back the following day confirming the 1 reservatoin I had just made.
Come late August, both my flight time to MCO changed and my Mears pick up time back to MCO interfered with the time I had chosen for scooter pick up. Once again I emailed requesting the time changes. No response. Tried calling. No results. I had preferred an earlier drop off and needed to change the pick up from 6pm to 4pm. This time I follow up'd daily. No response. Again, very surprising to me. The day prior to my arrival I got the request for confirmation text and responded with all of these necessary changes again explaing that I've made MANY requests and still haven't had any success in hearing back from them - along with how surprised and disappointed I was. Upon arrival I sent another text AND email but the time hadn't changed to earlier AND THEY DELIVERED 2 SCOOTERS to the 1 me who actually has my own scooter. Explained all this to the delivery person who was very understanding and explained he's been working for less than 2 months for Gold and mostly everyone he knows is relatively new. Both scooters had bald tires and one was more cosmetically scratched up. He took back Scooter #2 and promised to explain the requests and let them know I wanted a refund. That evening, I sent yet another email both requesting confirmation of a refund and the 2 hour earlier time change for 10 days later pick up. No response. I made a few follow up requests but didn't hear back. Day before pick up I got 2 confirmation requests with 6pm pick up! I responded yet again about the request for time changes and again explained that 1 scooter was returned after their failure to confirm that reservation, blah blah blah. Many texts later they asked if they could change the pick up to the following day (the day AFTER I was leaving) and by this time I was frustrated, annoyed, completely disappointed, etc. Next proposal on their part was pick up the scooter much much earlier on the day I was leaving (like 2pm instead of 4) and I replied with a text describing how completely shocked I was at a company that claimed (and used to have) great customer relations. As I mentioned, I've rented from them for a long time and have always explained why I recommend them based on how great their response was as well as top of the line machines.
In one of their final texts they stated that all times are subject to a 1 hour grace period and that is why my time was changed by them. THIS DID NOT HAPPEN. FOR WEEKS I REQUESTED A CHANGE BASED ON MY TRAVEL TIME CONFLICTS. They both neglected to respond and/or make the change. About 10 minutes after this text, they sent another saying that another customer graciously agreed to change their time and they would be able to pick the scooter up at 4pm. The next day at 4pm I explained ALL of this to the pick up guy. He took notes and said that in all liklihood none of the owners or those in change had any idea about any of this and that he would not only make sure that I got refunded for the 2nd scooter, but that it would be noted how much of my communication was simply ignored. The following day I got an email confirming the refund.
I'm hoping this was an isolated occurence, but at the same time I think it's fair to share this experience. I do plan on using Gold going forward to at least give them another chance especially because of how great they WERE.
