Revel Transit — Attraction in New York

So my first few rides on Revel went very well. The Teslas are nice, and the prices are competitive.

Then came this past Thursday. I got a notification that a driver named Justin had arrived 14 minutes early. Then I got a notice one minute later that he had marked my ride “complete”, charged my card and helped himself to a 22% gratuity for a ride he never provided. When I went outside he was nowhere to be found, and it was still ten minutes before pickup. I sent a text to Revel marked URGENT explaining that we needed to get to the airport and the driver was a no-show. Four days later - no response to the text. I foolishly booked another Revel, assuming it would be no big deal to correct the double charge. Wrong. I sent an e-mail right after the second ride explaining everything and asking for a refund. Four days have gone by with no response to the e-mail and no refund. I will call 311 to complain, and will get the credit card company to reverse the charge, but it is stunning that NYC allows a company to do business this way. Never again!!

UPDATE: After more than a month, Revel never responded to my e-mail. There is a customer service number, but I called it dozens of times and it is always busy. I don’t think they actually have a customer service department. I filed a 311 complaint, also about a month ago, but that is a big black hole - no follow-up whatsoever. So finally I reversed the credit card charge. I’m not sure how Revel stays in business, but I assume they won’t be for too...

I WAS CHARGE $65 FOR A PARKING TICKET THAT OCCURRED 21 HOURS LATER. YES 21 HOURS LATER.

To put it simply. You will get charge no matter what if the revel gets a ticket in the next 24 hours YES 24 hours after you parked it. That’s a long time to be responsible for a moped.

I perfectly legally parked on February 24th at 11.30 am and the revel got a ticket on February 25th at 8.30am. THATS 21 hours later THE NEXT DAY come on.

If you are ok with that kind of responsibility then no problem. For me I was very disappointed in revel’s robot like customers service.

The fact that they choose to blindly enforce rules without thinking rather than just using good judgment is beyond me. YES have that rule in your policy but NO don’t just enforce it without thinking “is that fair” or “is it unreal to hold customers responsible for what happens the next day” or even “yes 21 hours is cutting it short let’s be honest”

Be honest with your customers be realistic of what you are offering and work with the city to make your service more in sync with BROOKLYN transport/parking system. Your customers should not be responsible for what happens to the mopped the next day this is unrealistic. NOBODY can watch over the moped over night nor move it in the morning at 8am to fit street...

I've been seeing revel rides in the city for years and have wondered why they haven't gotten a bigger following... now I know why! HORRENDOUS customer service and quality of service all around! I REGRET ever using this app/company.

First off the wait times are ridiculous most of the time and the map works horribly, secondly I canceled a ride while the driver was over 20mins away and still finishing off the previous ride they had, so not even headed to me yet, and I was hit with a ridiculously high cancelation fee! Then after being disputed I received a garbage 10 credit not enough for a free ride so A) I would have to spend more money and B) I'd be forced to use this garbage app again to take advantage of my credit... the credit is still there! Never again! I reach out to customer service to delete my account and only receive generic BS responses, worst part is you can't delete all your credit card info, your default card remains on the app!

Data collected is one thing but the fact you can't remove your card info seals the deal for me along with the Garbage quality customer service! Would've gave them another shot but the horrible quality of customer service solidified...