IGO Car Sharing

Honestly, I am unable to figure out how they handle the billing process. The number of charges that appear in a billing statement makes it hard for the customer to determine what services were being charged. Especially around withholding payment in this period or next period. Avis charges one price at the end of use so you know what you are getting.
I am also disappointed by the reservation arraingment
Additionally, I am not a fan of the pricing scheme. It needs to come down a bit. I have found myself taking über or public transportation as a substitute for this service.

Enterprise!!! — what did you do to iGo? I would have expected iGo to benefit from the experience and resources of Enterprise. Instead — this has become some half baked corporate experiment as far as I can tell. Their «policies» have changed for the worse and do nothing to benefit members. The last straw was the lack of service I got today and the clarification that the credit I had with iGo previously was erased by Enterprise. Sounds like theft to me — oh well. Sorry iGo — cancelling my membership

IGO/​Enterprise has been very helpful because I sold my car 10 years ago. Easy to use. Convenient. 95% of the time customer service has been helpful and friendly. However. .. there have been glitches. This past month I was alerted that they needed my driver’s license info to confirm that the license was still valid. I complied. Then today, Sunday, I was informed that my account was suspended because … they needed my driver’s license info (!!!) A call to customer service was pointless as the individuals who handle the license review are only available M-​F, 9 – 5. I really wanted to rage-​quit. Instead, I signed up for Zip Car to see how they are. Many Zip cars have been added to Logan Square lately, so might be a better fit for me. Until then, adding on some layers to go get the groceries (sigh).

The rates were reasonable. The locations were fairly convenient. The website was easy enough to use. The cars were okay. But, the business was very poorly operated. Customer service answered quickly and representatives I spoke with were polite and as helpful as they as possible, but they are ultimately powerless to address most issues and contacting people is high positions of power is basically impossible. When you have a problem, expect to spend a lot of time on hold. You might even be promised a call back from higher levels of the company. Don’t hold your breath, though. They don’t «reach out to you» as promised.
My first rental was a model of how the system should work: I made reservations online, picked up the car, drove it out and back, and returned the car all without a hitch. On the second rental I was overcharged 190%. When I pointed this out, I was offered an iGo credit rather than a refund. And the next month I was billed for a rental that I didn’t make. I was able to resolve both issues, but it put me on the phone (while the courteous but powerless customer service rep put me on hold to work with the mysterious «front office») for more time than I spent than in the cars. As a final issue, none of the cars had ice scrappers. I know some renters just walk off with them, but they are a must in Chicago winters.
Maybe this system will work for you, but watch your account like a hawk for bad charges and be prepared to sit on hold when you have the smallest of problems.

Since Enterprise took over, the term of service changed without my consent for example they started charging me annual fees and higher priced hourly fees for my monthly plan. I was getting tired of checking every invoice and arguing so I QUIT today! Zipcar has better overnight plan starts at 6 pm and also has cleaner cars etc etc…

Overall, it is not a bad service. Granted, it is not ZipCar but it does a good enough job for someone who does not own a car or need a quick second car.
When iGo was iGo, it was pretty good. Like most reviewers, after Enterprise bought it out, service and maintenance has gone down considerably; I find this very troubling as I assumed it would only grow, not regress.
User Interface: Desktop version is pretty simple to use. Mobile version is simple but need to enter info, click back, enter new info, click back, and then submit. Not the best but functional — they really need a dedicated mobile app.
Pricing: Cheaper than ZipCar, especially if you need a car late night or post midnight. Annual fee is lower too.
Car:
— Interior: Poor maintenance. I used to allow it to be somewhat dirty but lately, it has been terrible. As someone who is allergic to cat hair, there has been many instances where there is cat hair and dander everywhere. Only time it gets cleaned up is when I personally bring a handheld vacuum or when I writing in and complain it. However, I was charged for the cleaning, which I need to figure out why.
— Exterior: has its usual wear and tear. Called in once just to be certain and they did not know someone previously damaged it. I found this strange b/​c it is in an covered spot and there was rust. This just made it seem like it has not had any maintenance done in some time.
Customer Service: if it is about the actual rental reservation, can speak with someone rather quickly and are super helpful and friendly. If it is about my account or billing, terrible. Unable to get a hold of anyone all way. Forces you to leave a voice mail promising w/​in 24 hour call back but that’s never happened. Emailing in seems to be the best bet, that’s w/​in 48 hour turnaround time, which is manageable?
Roadside: Luckily never had to use it, yet …
Gas: comes w/​a card and can initially is confusing to use. Grad the Odometer count and when you remove the fuel card, remember the 4-​digit PIN (not your Account Number).
I guess overall, it is what Unilocal calls ‘A-​Okay’ (3 Stars). Lots of downs but the ups are good enough. I will still use it but the luster of this once above-​average carsharing program seems to be going downhill.

Good luck if you get hit by one of these cars. Its been three weeks and over 40 phone calls with no resolution in sight. You cant get a hold of anyone. There is no corporate office to work with. One case has three different case numbers. I could go on and on.

I signed up for iGo because it was a local non-​profit, so there were supposedly community benefits. The cars were okay… sometimes a little dirty, usually not enough gas… but I was supporting my community.
Now that Enterprise has taken over, things have gone from okay to awful. The cars are in terrible shape, customer service is atrocious (over 30 minutes listening to hold music with no answer when calling the supposed after-​hours «emergency» line), and no one cares about helping their customers out (you can’t let me into the car 10 mins. early when I arrive ahead of schedule at an outdoor location in the winter? In Chicago?! It’s negative fifteen out — what, another customer is going to suddenly book a seven minute window while I’m standing there?).
So today… the final indignity. I have a reservation for tomorrow at a location about a 5 minute walk from my house. I’m going to IKEA. To buy heavy things. As one does. Phone rings… and I’m told that the car I’ve booked is not available due to SCHEDULED MAINTENANCE. If it’s scheduled, why did you let me book the reservation 2 days ago? Anyway, they’re happy to book a different vehicle for me… THIRTY MINUTES AWAY.
«No sir, we will not move a car to the location we promised you. No sir, we will not give you a credit. No sir, we don’t care that you’ve taken the day off work to do some errands and now it’s too late for you to change your plans. You see, sir, we know that in this moment we have you over a barrel, so we are going to just go with that and there’s nothing you can do about it.»
Well, there is something I can do about it, actually. I can cancel my account and go to Zipcar. Later, jerks.

I joined igo when they first started and I was happy to be part of a non profit. I never felt that a dirty car or low gas was not an igo fault, I felt it was more the previous user of the car who failed to respect the rest of the community.
I thought I was alone in my total dislike of the new switch to enterprise. there is no service in customer service. every negative review I’ve read is so true. zipcar is an alternative but I live in portage park and there doesn’t seem to be cars this far west.
I do miss igo

Unimaginably bad. To those who can’t understand all these horrible reviews, let me try to paint you a picture:
We were stuck in the freezing rain, unable to access the car (despite having a valid booking) and instructed to walk miles to a different vehicle. Customer service was «apologetic» but insincere, unhelpful, and to be blunt, dull. «Try scanning the card again — because it might work after failing the first 30 times.» Guess what — it didn’t, and we were thoroughly wet and numb by then. Supervisor was unable to talk, promised to call back. Guess what — no call, and its been more than a month.
I really wanted to like this car sharing service. I believed it had potential, and before the Enterprise takeover, there were only ever minor issues (e.g. dirty vehicle) that were usually resolved in time.
Since the Enterprise takeover, the level of customer service is beyond appalling — no follow through despite multiple requests, being sent to multiple people and various locations, because no one knows what’s going on, etc.
We are definitely switching to Zipcars, in the hope that it couldn’t possibly be this bad.

Before Enterprise bought IGO I put up with dirty cars, missing cars, cars without enough gas or garage transponders and lousy service because I was supporting a local non profit.
Since Enterprise took over I still have to put up with all of the above but even lousier service. It is now much harder to talk to a human — all member questions go straight to voice mail and even the «emergency» support number is a 10 minute wait on hold.
I have been a member of Zipcar for close to 10 years, where problems were dealt with quickly and professionally.
Enterprise/​IGO have a long way to go before they can compete. I have cancelled my membership and would not recommend that anyone else join.

SELL OUTS.
It was a no-​brainer supporting a local non-​profit until they sold out to Enterprise Rent a Car.
Why did you do that iGo? Why?
Keep a close eye on invoices. I’m sure there will be hidden fees now that they are part of the corporation.

Shame on you, I-​Go. I was willing to put up with a few car-​quirks (eg, the PITA system for re-​fueling where I had to remember to read the odometer and also the car’s code which is supposed to be stickered to the key thingy in the glovebox) to support a local nonprofit. Now that you sold out to Enterprise? Not so much. you get two stars as a tribute. Sadly, past performance was no indicator of future results here.
I-​Go was basically our family’s second car. That really worked well for us. The reps knew the autos and the neighborhoods in which they were parked, and I was confident that I could reach a human at any given time. Since I-​Go handed the baton to Enterprise, my customer experience runs about the same as the ones I have with my bank and my HMO.
Another thing: when a nonprofit manages the business end of an organization, a sense of community is created among its membership. With Enterprise in charge, I-​Go members no longer give a crap about the cars or the next person who will be driving them. I’ll still play by the rules for the duration of my current membership, ’cause that’s just the way I roll. After my current membership runs out, I’m done with all y’all.

I signed up with IGO because it is a local nonprofit, but it’s not worth all the stress and abuse. After being mistreated every single time I called in about a problem with a car for the last year and a half, I have now canceled my membership.
Every time there was a problem with a vehicle (which was every time I rented one. Literally) I was yelled at and told that it was my fault, even when I proved it was not. Never one apology or expression of understanding. Renting a car is stressful enough. I don’t need this kind of aggravation on top of it.
Honestly, I’m kind of embarrassed that I stood for so much abuse, just to support a local company. Well, fool no more; I’m joining Zipcar.

Capitalism 1O1: Ugo + Igo = Theygo = you wouldn’t listen, but we told you so.
What is the purpose of a review?
It’s to help potential customers like me make an informed choice about whether to trade money for a service or something tangible. It works. I am so thankful I read the reviews. Of course there are a few five star ratings. However, I noticed many were fairly new. There was also a common thread that indicated service was bad and getting worse and IGO’s product quality has deteriorated over time. It was also a disappointment to learn IGO, the self-​proclaimed servant to the climate and mankind, sold out to Enterprise.
In summary:
1. Routine lousy service and getting lousier.
2. Deteriorating quality of cars and getting worse.
3. Cynicism regarding managements quick flip for a corporate buck.
I would like to thank each of you who wrote a review and thereby assisted me in making a good decision. Instead of being an IGO has been, I’m an IGO that never was.
I’m not in love with ZipCar, but I’m going back with a new found appreciation for professionalism (mostly} even if it means a few more bucks per hour.
Thanks y’all.
–ralph

It is absolutely impossible to speak with a live person at IGO. Go ahead, try it. Sure, there will be prompts on the menu to speak with an operator, but these prompts don’t actually allow direct you to a person. You will — 100% of the time — be directed to leave a message in a voicemail box and will not get a return call for days. Yes, when the machine says «Press 5 to speak with an operator» (or whatever the number is), and then you press it, you get dumped into a voicemail box. Try working your way around the menu in order to find any entry into speaking with someone, and you may get to roadside assistance, but those people can’t help you with account-​related issues. I’m not even sure why they even have a phone number for this kind of thing.
But if you never need anything from them and just need to pick up a car and go, you’ll be fine. You book your car online, swipe your card, and are on your way. If you ever require account services, you’re on your own.

I like you IGO.
I like so many things about you. Like that there are TWO car locations within a few blocks of my house. And that your customer service is so friendly. I really like that I got a $ 75 credit. I like that today I got to drive a push-​start Prius. (And on this 95 degree day, I also like that it had AC.)
I like that I can just make a reservation and go. That I have options. That it’s between 8 – 10 dollars an hour, which includes insurance and gas. I like that you save me tons of money a month, by only having to pay for a car when I actually need one.
Sure, the car was a little dirty (lots of dog hair in the back seat), and it took me a minute to figure out how to start the engine of the Prius (push starts are confusing!). But, the good totally outweighs the bad.
You’re pretty awesome IGO.

I just got off the phone with Michelle Moore a manager at iGo. She actually called me in response to my many complaints over the past couple of months – to my EXTREME surprise! I’ve often felt that complaints just get dumped into a bottomless pit, never to see the light of day again!
I am updating my review based entirely on the conversation I just had with Michelle.
But lets go back a bit. For months my experience has been a miserable one with iGo – the same complaints that you read here ad naseum about this company. Cars that were dirty with pet fur, empty of gas, poor customer service (with the exception of Justin and Amanda? you guys are great!) but it is no guarantee that you get them when you call – especially on weekends.
For those that have been members for awhile probably have noticed that the general quality of new drivers has been pretty bad. They simply don’t get the point of car sharing and flout the rules. Rules meant to ensure that the service is of value to ALL members. Well aparently this type of member is soon to become exinct.
I get the feeling that iGo is finally getting the message and ready to act. Michelle was extremely consciencious and was willing to do what was necessary to address legitimate complaints – and take difficult corrective action against members who cause extreme inconvenience to those of us who use the system as intended.
Time will tell how well management addresses the bad apples (among the members and customer service staff). My relationship with iGo has been hot and cold from the start. What matters most to me about any relationship (business or otherwise) is how willing the other party is to work things out for mutual benefit. Let’s hope iGo can pull through this and make me and all of the other great members happy.

I was a member for 4 years, but no more!
What went down:
I booked a car from 7:30 pm — 10:30 pm on a Saturday night. I arrived back at the lot at 10:10 pm (20 mins early). There was an event happening at the Aragon and the lot was full (typical when there are events at Aragon and the Riv), but so was the iGo spot for the car. I called iGo immediately and sat on hold for 12 mins before getting thru to anyone. While on hold, I tried to work something out with the lot attendant.
The attendant ‘working’ the lot, took no responsibility for the iGo spot being taken. He kept blaming Mexicans who don’t speak English. Classy. The parking attendant offered to give us his spot, but it was handicapped. The iGo representative informed me that I would be liable for any tickets incurred by parking there. When we pressed the attendant to have the car towed, he called his boss, the manager or Bridgeview Bank. The bank manager was less than happy to be getting a call after 10 pm on a Saturday night. His solution was for us to park in the handicapped spot (booo Bridgeview Bank).
After explaining the situation to someone from iGo, I was put on hold (again). When an agent (Jackie I believe) came back on the line, she wasn’t the agent I first spoke with so I had to start over again. She was curt when I asked if my previous agent was no longer available and said that it was really busy. I was placed on hold several more times and ultimately told that I needed to find another spot for the car (outside of the lot) and I would be liable for any tickets, fines or tow. (!!!) What? Seriously?!?
I asked both representatives several times if the car parked in the iGo spot could be towed and I was told they couldn’t. Again, what!?!
I CANNOT believe that if an iGo spot is full, the liability falls to the MEMBER to ‘figure it out’. In totality, I stood around the parking lot for 45 mins on the phone with iGo representatives trying to find a solution, and in the end I ultimately had to go find another place to park the car. Meanwhile, the jerk who parked illegally enjoyed his evening at the concert.
From a customer service perspective — epic fail. I’m canceling my account and switching to Zip car.

Hmm, I feel confused looking at these reviews. I don’t seem to have experienced any of the issues that others have.
— Customer Service: Hard to speak to a real person? I have spoken to a real person at IGO multiple times, via telephone and email, with relatively little deliberation to get there. Maybe I just happened to get lucky? At any rate, I have found customer service at IGO to be responsive and easy to reach. Also, when I was erroneously charged for a replacement card, I was credited swiftly as soon as I brought attention to the matter. Like, within half an hour. Super fast.
— Cleanliness: I’m sure it’s just a matter of time until I get a nasty car, but so far, so good.
— Convenience: (1) locations are super convenient for me (Logan Square).
(2) It’s a bit annoying that you have to pay for the whole time you reserved even if you don’t use the car the whole time. I get why they do it this way, but sometimes you don’t always know exactly how long you’ll need a car. I dunno. I have no useful suggestions on this.
(3) It’s pretty easy to get a car and go. Haven’t tried a Prius or anything like that yet. Making a reservation is a bit of a pain on the phone which is why 4 stars because …
— Mobile interface sucks! SUUUUUUCKS. OMG. Seriously. They need to fix that. Total pain to search for cars, often crashes and kicks me out.
— Pricing: Pretty reasonable/​competitive.
So far, so good. Gonna keep my fingers crossed that my experience remains positive. IGO is a good idea — I love not needing a car and I love that it’s tied to my CTA card (tho I know that’ll be different soon), so I hope it continues to improve instead of pissing people off. Also, this is a great way to test drive cars to see if you like them.