It is more common for shared car companies to fail to comply with the contract, which has become a key factor in the current lack of trust in shared cars.
Editor’s note: This article is from Southern Metropolis Daily APP, Author Xu Jincong, editor Ren Xianbo.
The sharing economy is to facilitate the lives of the citizens, but what if it is difficult to solve problems? Recently, Nandu Kechuang Studio found that 12 complaints about sharing cars in the actual use process include the deposit, pad payment and customer service response. These aspects often have more detailed terms and conditions in the service agreement. They are more clearly defined in terms of content, but they often face various problems in actual implementation. These “pits”, which are stepped out by the majority of users, show that the sharing of auto companies is not common, which has become a key factor in the current lack of trust in shared cars.
One of the pits that the user stepped on: What is the deposit for 15 working days?
The asset management method takes effect for 2 months, 40% of shared cars still do not support the deposit free
As a shared economic format developed after sharing bicycles, shared cars should have seen a series of negative impacts caused by the shared bicycle deposit problem, learn lessons, and adopt a deposit-free strategy early. However, Nandu Kechuang reporters found out through the black cat complaint information and Weibo of 12 shared auto companies that the deposit issue is still the hot spot of complaints about the current shared auto industry. And since August, another shared car brand has been exposed to the problem of deposits being difficult to retreat.
On May 26, 2019, Weibo users @八臂藕胎 L closed eyes, where D used the car to travel and paid a deposit of 1,000 yuan, on July 3, the user applied for a deposit refund, during the period There are no illegal records.
However, until August 9th, it has been more than a month since the user first applied for a refund of the deposit, far exceeding the return time promised by the company within 15 days. During the period, the user also called the customer service twice, and the answers were all speeded up, but the deposit was not refunded. On August 13, Nandu Kechuang reporter followed up the incident and found that the deposit of 1000 yuan applied by the user has not been returned.
The user’s experience is only one of the problems in the recent expectation that the car will be exposed to the deposit. As of August 9, Panda Motors has 7380 complaints on the Black Cat Complaint Platform, almost all of which are about the difficulty of the deposit, which makes it another shared car company with a concentrated deposit problem. Previously, the shared car brand road song was used in the second half of 2018.A large amount of deposits were difficult to retreat. At that time, the estimated total deposit was about 3 billion yuan.
The insiders believe that the problem of using the car now is not unrelated to the dilemma of the company. Nandu Kechuang reporter found that the founder of Lifan Co., Ltd. Yin Mingshan was the ultimate beneficiary of Panda Motors. Tianyue’s listing announcement shows that Lifan’s litigation amount has exceeded 1.4 billion in the past year. Its revenue in the first quarter of 2019 fell by 31.07% year-on-year, and the loss increased by 257.56% to about 100 million yuan. Nowadays, Lifan, which is “hard to protect”, is difficult to realize full fund transfer for the use of the car, which is the key reason for the difficulty of the deposit.
However, the company’s operational difficulties cannot be a reason for shared car companies not to refund the deposit or to delay the time of withdrawal.
In fact, in response to the problem of deposits that plagued users, in May this year, the Ministry of Transport and other six departments jointly issued the “Measures for the Administration of Funds for New Business Users of Transportation (Trial)” (hereinafter referred to as the “Measures”). In principle, the shared car operating company is not required to collect a user deposit. If it is necessary to collect, the user shall be provided with two types of depository methods, namely, the operation enterprise special deposit account and the user’s personal bank settlement account, for the user to choose. It is also clearly stated that the user deposit is owned by the user and the operating company may not misappropriate it. The “Measures” have been implemented since June 1.
However, by the time of August, Nandu Kechuang reporters summarized the deposit terms of the 12 shared car apps in this evaluation and found that 12 companies still charge deposits to varying degrees, and 40% of enterprises do not support Apply for a deposit free.
Evaluation Form
For the time lag of the refund of the deposit, the person concerned with the car has said that the “15 working days” mentioned in the agreement is from the completion of each review, but there is a certain lag in the information of the platform inquiry violation. Sex, so it is difficult to grasp the actual time.
In fact, in order to avoid the delay in the refund of user deposits, the “Measures” have also proposed a series of related requirements and measures. Including the requirement that the operating enterprise should establish an emergency guarantee mechanism for the special circumstances such as the possible centralized refund and the expiration of the refund period, and if necessary, the operating enterprise shall advance the funds to refund the user deposit. Therefore, the so-called “it is difficult to grasp in actual use” should not be the reason for the company to delay the refund of the deposit.
The second pit that the user stepped on: After the user paid the accident fee, it was gone?
Enterprises are not liable for breach of contract or liability for repayments
Not only is the problem of deposits difficult to retreat, even if it is the cost of accidents that the user has helped the company to advance, there are also many enterprises that delay the repayment of the payment until the agreed time, making the payment of the pad difficult to become another major user complaint.
On November 24, 2018, when the husband of Weibo user “@贝思莉” used a happy shared car, an accident occurred in Panyu, Guangzhou. According to the process, he contacted the insurance company on the spot and paid the first payment. A compensation of 3,500 yuan. On December 18, the insurance company paid 3,500 yuan in full compensation to Happiness Co., Ltd. The next day, he sent the relevant information and a copy of the bank card to Happiness Co., Ltd. The company promised to refund the compensation within 30 days.
However, until April 17 this year, “@贝思莉” complained about the black cat complaint, the time has passed 4 months, but still did not receive the advance payment of 3,500 yuan, she is very angry: “This is the money we have paid for the company. Why are you not paying back?” Until April 26, Happiness Company replied that it had returned the advance payment under the complaint of the user.
The reporter of Nandu Kechuang has found the terms of the “happiness”. If the user stated in the complaint that the insurance company has paid the payment, the “happiness” will be within 30 working days. Return the pad payment.
However, like the refund time limit for deposits, this agreement has once again failed to be strictly observed by shared car companies, resulting in repeated complaints.
Southern Science and Technology reporters call customer service to ask questions about user payment, but customer service is also vague. Panda customer service told Nandu Kechuang reporter: “The maintenance pad payment needs to wait for the insurance company to pay the compensation to the Panda car, and then return the actual claim amount to the user account, depending on the specific circumstances.” The customer service told Nandu Kechuang reporter: “Every car company has insurance, whether it is necessary to advance maintenance costs to see how the local operation and maintenance operations.”
Li Xiaolong, lawyer of Hunan Jianghai Law Firm, said that under normal circumstances, the issue of insurance claims is clearly stipulated in the user agreement for sharing the car platform. If the parties agree on the time for the payment of the claims funds to be transferred, sharing The car rental company shall perform the payment obligation in accordance with the contract, otherwise it shall bear the liability for breach of contract or the compensation for the economic loss caused by the consumer.
The third pit that the user stepped on: The customer service phone can’t get through or the attitude is bad?
Reporter pro test, more than half of the customer service calls are difficult to get through
What should I do if I encounter a traffic accident, deposit, or advance payment in the process of using a shared car? Contacting customer service is a topic that cannot be avoided. However, in the black cat complaint, there are many complaints about the customer service call and the bad customer service.
To this end, Nandu Kechuang reporter dialed for three consecutive days between 10-11 am on weekdays.The evaluation of the 12 shared car APP customer service calls, found that the probability of customer service calls can be very unstable, currently only the car and the car three times can get through the phone, and ponycar does not even have telephone customer service, E flow car phone Three times are busy.
Evaluation Form
More than half of the shared car manual customer service calls can’t be reached, making it difficult for users to get timely help in an emergency. In the black cat complaint, there are also users who specifically file complaints with the manual customer service, indicating that even if the call is made, the solution or service attitude given is difficult to satisfy the user.
In addition, since the shared car adopts the mode of timed charging and fixed-point ending charging, if it is unable to return the car in case of emergency, if the customer service cannot be contacted in time, the vehicle may continue to be billed, causing no cause to the consumer. The necessary loss.
At the same time, companies such as GoFun, Driving, Happiness, Mofan Travel, IGO, etc., which provide roadside assistance services in service agreements, often apply for roadside assistance services through customer service calls. The telephone cannot be completely guaranteed, so the so-called roadside assistance service is just an empty talk.
For the “24-hour rescue call” late-night unanswered question, the customer service department of the company has explained that there is no guarantee that every call for help can be connected, and there will be a callback mechanism the next day. . This again reveals the lack of integrity of the company’s commitments.
Use the car to avoid the pit tips
After two evaluations of shared cars, Nandu Kechuang Studio found that there are still many problems to be solved in the current shared car business. Consumers need to open their eyes when choosing a shared car to travel. Lightning protection.” To this end, Nandu Kechuang Studio has also created a tip for consumers to use the car to avoid the pit, and also hopes to share the car companies to improve service quality and assume corresponding social responsibilities.
1. Be sure to read the shared car service agreement before using the car, focusing on the vehicle insurance situation and insurance amount; deposit, prepayment, advance payment; accident and violation handling. From the survey, these parts are not only the difference between the safety factors of the shared car brands, but also the basis for dealing with accidents.
2, try to choose a shared car brand that can be free of deposit, and choose to pre-deposit as little as possible.payment method.
3. Choose a car with sufficient power when looking for a car, to avoid the situation of no power during the journey, because in this case, the shared car APP will continue to charge, and the cost of consigning the car needs to be borne by the user.
4. Before scanning the code, carefully check whether the appearance of the vehicle, tires, etc. are worn and rubbed, and take photos. Many users encounter vehicle damage such as a puncture while using a car, but there is no evidence that it is not caused by themselves. This requires attention to the pre-examination step. The shared car APP also reminds the user in the user agreement to do a good job of checking the photos beforehand.
5. If there is a traffic accident during driving, you need to make insurance claims. In some shared car APP user agreement, the user is prompted to collect the evidence and submit it for processing within the specified time to prevent the insurance company from rejecting the claim and automatically viewing the user. Give up the claim.
6, 12 shared car apps require the user to advance the maintenance fee, and the refund of the maintenance time is determined by the specific circumstances, so the user can follow up the maintenance schedule and the insurance company’s claim progress, when the insurance company pays the claim payment After the automobile company, the user can make a consultation by calling customer service, and if the payment time exceeds the promise time, a complaint can be made.
7. When parking, you will see that the parking space is full, but it is recommended not to park here when there is space in the parking lot, otherwise the deduction will continue. You should go to the APP to display other parking lots with vacancies.