Let's start with the most glaring issue of all. As another user put it, at the core of their corruption, Go is attempting to skirt state and federal laws that govern car leases by calling themselves a subscription. It's been bogus from the start to pretend customers are free to opt out of a subscription service when canceling said service does NOT come free of charge. This is in effect a unilateral option for Go, and car lease bait and switches like these are outright illegal in most jurisdictions. If someone signs up for a 36-month contract where they would need to pay $1000 if they chose to end it early, then the company also needs to honor the original terms throughout those 36-months. They cannot raise prices or reduce service as they see fit while still expecting the customer to pay a large exit fee if they don't agree with those changes and wish to end the subscription. It's common sense, and yet, that is exactly what Go is doing! They have continually made changes to their terms and conditions throughout their existence because they see themselves as a subscription and within their legal right to make those changes. Through the course of their existence, they have gone from providing full maintenance to covering $75 of maintenance to not providing maintenance at all. They have gone from providing insurance to requiring users to get their own insurance, including the additional requirement of a lower deductible/better coverage (more expensive) than they were providing. All these things are taken into account when customers sign up with Go - the base cost, the insurance, the maintenance, etc. To change these things mid-term can put significant strain on a person's finances, and frankly, it's not what they signed up for. In the latest development Go is now requiring 10% of their users (most of their 2022 customers) to return their vehicles with 10-30 day's notice. There has been widespread resistance to this take-back from customers who have made a loud noise on social media and review sites. It has even caught the attention of media and politicians, like the Philadelphia Inquirer who recently wrote a story on this situation and the Pennsylvania Attorney General who tweeted that any affected customers should file a claim. In an attempt to save face, Go has spiraled out of control. They have attempted to get their customers to sign non-disparaging agreements or to risk "paying a restocking fee" when they return their cars. Restocking fees are only for when customers choose to end their 36 month contract early. They are not for situations like this where the company is choosing to demand their cars back. To threaten customers a $1000-$1500 fee if they don't sign an NDA is a whole other level of unethical, even for Go. They have also attempted to remove and dilute negative reviews. They removed their listing from Google Maps. They have presumably used their own employees and paid users to write false positive reviews on Trust Pilot. They have flagged as many negative reviews on that site as they've been able to. For users who have not immediately returned the car as Go has demanded, Go has threatened to disable the cars, repossess the cars, or report them as stolen, all this even though the customers have continued making on-time payments. They have even tried to scare a few customers by telling them that they could be arrested. For users who have agreed to return the car, Go has required them to drive any number of miles to 1 of 7 drop off locations in the US, and only during limited business hours. If they can't drive to the drop-off location during business hours, Go will charge a $400 pick-up fee. So not only is the company breaking their implied contract by taking back the cars early, they also want to charge those customers $400 for the pick-up and then to get them to sign an NDA. Even before all of this, Go was struggling to get a handle on their new business. When they advertised an availability date for vehicles, they have proven that they don't actually know when the vehicle will be ready. Numerous customers have reported long delays (weeks to months). During that delay, Go has rarely been forthcoming. They have not proactively informed the customers of delays and give very poor estimates when asked for an update. Go refuses to understand or simply does not care that customers have to plan their lives around getting a vehicle. I, for example, was driving an older car when I decided to lease from Go. Through multiple delays of my vehicle arrival, I held on to my older car until I was reasonably sure that my new vehicle was ready. When I finally sold it, Go delayed my vehicle for the 4th time, and I spent $500 on car rentals those final 2 weeks. Go needs to adjust their business model so they can actually deliver vehicles within an accurate time frame. At this point, the company can be described anywhere from wholly unreliable to willfully ignorant to blatantly unethical. They have been unwilling to acknowledge the negative effects their choices have had on real people's lives. This company needs to be brought to justice and needs to be regulated. Please make your voice heard by leaving reviews wherever possible and if you are a Go customer affected by their cancellations, please file a claim with the Pennsylvania Bureau of Consumer Protection.
Let's start with the most glaring issue of all. As another user put it, at the core of their corruption, Go is attempting to skirt state and federal laws that govern car leases by calling themselves a subscription. It's been bogus from the start to pretend customers are free to opt out of a subscription service when canceling said service does NOT come free of charge. This is in effect a unilateral option for Go, and car lease bait and switches like these are outright illegal in most jurisdictions. If someone signs up for a 36-month contract where they would need to pay $1000 if they chose to end it early, then the company also needs to honor the original terms throughout those 36-months. They cannot raise prices or reduce service as they see fit while still expecting the customer to pay a large exit fee if they don't agree with those changes and wish to end the subscription. It's common sense, and yet, that is exactly what Go is doing! They have continually made changes to their terms and conditions throughout their existence because they see themselves as a subscription and within their legal right to make those changes. Through the course of their existence, they have gone from providing full maintenance to covering $75 of maintenance to not providing maintenance at all. They have gone from providing insurance to requiring users to get their own insurance, including the additional requirement of a lower deductible/better coverage (more expensive) than they were providing. All these things are taken into account when customers sign up with Go - the base cost, the insurance, the maintenance, etc. To change these things mid-term can put significant strain on a person's finances, and frankly, it's not what they signed up for. In the latest development Go is now requiring 10% of their users (most of their 2022 customers) to return their vehicles with 10-30 day's notice. There has been widespread resistance to this take-back from customers who have made a loud noise on social media and review sites. It has even caught the attention of media and politicians, like the Philadelphia Inquirer who recently wrote a story on this situation and the Pennsylvania Attorney General who tweeted that any affected customers should file a claim. In an attempt to save face, Go has spiraled out of control. They have attempted to get their customers to sign non-disparaging agreements or to risk "paying a restocking fee" when they return their cars. Restocking fees are only for when customers choose to end their 36 month contract early. They are not for situations like this where the company is choosing to demand their cars back. To threaten customers a $1000-$1500 fee if they don't sign an NDA is a whole other level of unethical, even for Go. They have also attempted to remove and dilute negative reviews. They removed their listing from Google Maps. They have presumably used their own employees and paid users to write false positive reviews on Trust Pilot. They have flagged as many negative reviews on that site as they've been able to. For users who have not immediately returned the car as Go has demanded, Go has threatened to disable the cars, repossess the cars, or report them as stolen, all this even though the customers have continued making on-time payments. They have even tried to scare a few customers by telling them that they could be arrested. For users who have agreed to return the car, Go has required them to drive any number of miles to 1 of 7 drop off locations in the US, and only during limited business hours. If they can't drive to the drop-off location during business hours, Go will charge a $400 pick-up fee. So not only is the company breaking their implied contract by taking back the cars early, they also want to charge those customers $400 for the pick-up and then to get them to sign an NDA. Even before all of this, Go was struggling to get a handle on their new business. When they advertised an availability date for vehicles, they have proven that they don't actually know when the vehicle will be ready. Numerous customers have reported long delays (weeks to months). During that delay, Go has rarely been forthcoming. They have not proactively informed the customers of delays and give very poor estimates when asked for an update. Go refuses to understand or simply does not care that customers have to plan their lives around getting a vehicle. I, for example, was driving an older car when I decided to lease from Go. Through multiple delays of my vehicle arrival, I held on to my older car until I was reasonably sure that my new vehicle was ready. When I finally sold it, Go delayed my vehicle for the 4th time, and I spent $500 on car rentals those final 2 weeks. Go needs to adjust their business model so they can actually deliver vehicles within an accurate time frame. At this point, the company can be described anywhere from wholly unreliable to willfully ignorant to blatantly unethical. They have been unwilling to acknowledge the negative effects their choices have had on real people's lives. This company needs to be brought to justice and needs to be regulated. Please make your voice heard by leaving reviews wherever possible and if you are a Go customer affected by their cancellations, please file a claim with the Pennsylvania Bureau of Consumer Protection.
