Shariot user deletes account after $80 fuel penalty, upset over faulty air‑con compensation
A man has closed his Shariot account after what he described as a disappointing experience with the car-sharing company.
Stomper John told Stomp he booked a Honda Vezel from Block 373A Hougang on July 6.
According to him, the car's air-conditioning system was not working.
"I only received a 5 per cent voucher as compensation," he said.
He added that the vehicle had little petrol when he collected it, so he topped it up. However, because he had used the wrong petrol grade, he was later charged an additional $80.
"Shariot deducted the $80 without warning and with no chance for a refund," he said. "Due to their poor service quality, I closed my account and will switch to another transport provider. I also left a bad review on Google to warn others."
In response to a Stomp query, Shariot said that its terms and conditions require users to report any vehicle issues, such as a faulty air-conditioning system, at the start of the trip via the in-app reporting feature or live chat.
"This allows us to take prompt action and address the issue fairly," a Shariot spokesperson said.
"If a problem is reported only after the booking has been mostly or fully utilised, we are unable to provide a refund," the company said, adding that the Stomper had continued using the vehicle after flagging the issue.
Shariot said it had extended a 5 per cent voucher as a goodwill gesture but would have refunded the full booking if the issue had been reported immediately, which is "in line with our stated policies".
On the $80 charge, Shariot said the vehicle required RON 95 petrol, as clearly stated in its terms and conditions and on the booking confirmation page.
"By confirming a booking, hirers acknowledge and consent to the fuel requirements in the app, which are made available at the booking confirmation page," the spokesperson said.
"This information is also displayed in the app when users report the fuel gauge at the start of the trip.
"Additionally, using the wrong fuel grade, such as RON 92, can negatively impact the vehicle's performance and safety. Therefore, a penalty is applied in accordance with our policy."
John remains unconvinced by the explanation.
He told Stomp on Aug 6: "It shows a lack of service recovery and does not promote brand loyalty. No wonder they have bad Google reviews. I've already deleted my account."
