Users of the Singaporean car rental company, BlueSG, have voiced their frustrations as the BlueSG app reportedly failed to end their rentals when desired. This issue has left some of their users discontented and uncertain about billing procedures.
Used for 30 mins but rental ongoing for 3 days
An anonymous user, on the basic version of BlueSG’s membership plan, encountered the malfunction on December 19.
He only realized the problem when he drove to work from 7 am to 7:30 am. Despite informing a chat agent about the issue, he discovered that his initial rental was still ongoing when he checked the application after ending his shift at 10 pm on the same day.
Despite the chat agent’s assurance that they had ended his rental at 7:27 am, the application reflected otherwise.
Subsequent attempts to contact customer service proved unresponsive, leaving the user without a resolution. The prolonged period of the ongoing rental issue, lasting until December 22 at 4 pm, intensified his frustration.
The incident spanned over several days, highlighting the persistence of the malfunction. The user, who uses the BlueSG app at least twice a week, expressed his discontent, emphasizing that such issues should not take an extended period to resolve.
Compounding the frustration is the user’s uncertainty about the impending bill from BlueSG. The extended duration of the rental raises concerns about potential charges and how the billing system will account for the malfunction.
He also criticised the customer service’s lack of responsiveness and follow-up.
BlueSG’s response
We deeply apologise for the frustrations and inconvenience caused by the recent glitches in our app due to a systems migration update on December 19, 2023.
To address the issue, immediate action has been taken to identify the affected trips that have exceeded 48 hours, and will be waiving the entire rental fee for those trips, as part of our service recovery process.
Please note however, that additional fees incurred for the violation of terms and conditions, such as cleaning or damages to the vehicle will still apply.
We are diligently monitoring the situation and are committed to addressing outstanding issues and implementing measures that prevent similar occurrences in the future.
We want to assure you that customer satisfaction remains at the top of our priority and would like to express our gratitude for your understanding, loyalty and continued support.
