ZEVO

Business reply on Google

Thanks for the feedback. Sorry this didn't work out. ZEVO sets the driving record standards, and they run automatically against the report Checkr provides. That's on us, not Checkr, and if the standard isn't met the application declines. It applies the same way to everyone, because hosts here are lending out their personal vehicles. If anything in your report is inaccurate, you can dispute it with Checkr at no cost and a corrected report re-runs against the same standard. Email [email protected] if you'd like help with that.

Business reply on Google

Your reservation received a promotional reduction to the vehicle’s weekly rental price and included $150 in complimentary Supercharging credit, which is more than the average guest spends on charging in a week. Every guest chooses the vehicle they wish to book and sees the price before confirming the reservation. ZEVO does not control the rates charged by Tesla or other charging networks, nor how much a guest charges during the rental. Any amount above the included credit reflects actual charging usage and is itemized on the booking page and detailed receipt. We apologize that the promotion did not meet your expectations. If you believe any charge is incorrect, please email [email protected] with your reservation number so our team can review it.

Business reply on Google

ZEVO is a self-service vehicle rental platform, not a traditional rental company with an onsite front counter. Each booking provides the pickup address, map coordinates, and a honk button to help locate the vehicle. Our support team is available 24/7 by text, phone, email, and chat through the contact options provided with your booking. The status of a refund should not remain unclear for six weeks. Please email [email protected] with your reservation number and “Google Review” in the subject line so a senior team member can review the booking, payment, and refund status and provide a written resolution.

Business reply on Google

No vehicle on this platform can be disabled while someone is driving it. Not by ZEVO, not by a host. That control does not exist. What ends is digital access, meaning the car keeps operating normally and the next unlock is blocked. Anyone reading this who's now worried about being stopped on a highway: it cannot happen. Nothing about that vehicle's recovery was illegal. Vehicles come off a booking for defined contractual reasons, and that process was followed. We don't publish a guest's account details in a review thread, and you get that courtesy regardless of what you've written here. Tolls are charged 1:1 against the actual toll transaction and itemized on your receipt. Every vehicle runs the same toll process. If there are specific tolls on your receipt you didn't incur, email [email protected] and we'll review them against the submitted toll files. If something doesn't match a real transaction, you get it back. Six months and six vehicles says the platform worked for you most of that time. We'd have preferred it ended differently.

Business reply on Google

ZEVO never asks you to enter payment information anywhere outside the app. One card, on the booking, in the platform. If someone directed you to put a card somewhere else, that did not come from us. Four calls in three minutes is not how this works either. Email [email protected] with your booking. We'll establish who placed those calls, what you were asked to pay and where, and what ended your access. A host asking a guest for money outside the platform is grounds for removal. We're sorry about that. Your first full day should not have looked like that.

Business reply on Google

Charging density outside metro areas is real and it isn't something we control. Route planning matters more on a long rural trip than it does in the city. On the adapter: if one isn't in the car, they're easy to pick up online, at a Tesla service center, or at Home Depot. We provide access to the vehicle. Accessories vary by host, so it's worth confirming what's included at pickup.

Business reply on Google

A car cannot be shut off while you're driving it. No control on this platform does that, and no host has one. What stops is the next unlock. Cards are charged once per day, automatically, on your billing schedule. There is no second or third run at it. When a payment doesn't clear you get multiple notifications, and a balance has to sit past due for more than 24 hours before access is suspended. It's restored as soon as the balance clears. The mileage allowance and the per-mile rate above it are on the booking before you confirm it. Nothing there changes mid-rental

Business reply on Google

Hi Sydne, thank you for sharing this. We're genuinely sorry your experience went this way. A few important things to clarify: ZEVO is a contactless, remote rental platform, so there is no on-site staff by design, similar to how you'd access a hotel room with a digital key. We also have 24/7 live human support available through our chat, not just AI. If you reached out and felt unheard, that's a failure we take seriously and want to investigate. Based on what you've described, the access issue appears to be related to the Tesla app on your phone, a connectivity or setup problem that our support team can walk through in minutes. We'd like the chance to make this right. Please contact us directly at [email protected] so we can review your booking, address the access issue, and discuss compensation for the disruption. We want to resolve this

Business reply on Google

Hi there, we are glad the family enjoyed the ride, that genuinely means a lot to us. On the tire coverage: you're right that this is a frustrating gap, and we appreciate you naming it plainly. As a peer-to-peer platform, flat tire responsibility currently falls between the guest and host to resolve, and we know that catches drivers off guard when it matters most, especially on Arizona roads. We do step in to assist where we can, and we're actively working on offering roadside assistance as an add-on for future bookings. We hear you. If you'd like to discuss your specific situation, reach out directly and we'll do what we can. We can't change the current policy overnight, but we're not ignoring feedback like yours either. We hope the kids remember the ride more than the headache. Would love to earn another chance when that roadside option is live.

Business reply on Google

Hi there, thank you for the detailed feedback. The vehicle condition you described falls well below what any guest should experience. A few important notes for anyone reading this: guests are always required to photograph the vehicle before driving off, and if a car arrives in unacceptable condition, guests can cancel the booking and switch to another vehicle before the trip begins. That option existed here and we wish it had been communicated more clearly. On pricing and charging: hosts set their own rates on ZEVO, and supercharger fees are disclosed at booking. We know EV charging logistics are an adjustment, and we're working to make that clearer upfront. We'd still like to connect directly to review your specific booking. This experience missed the mark and we want to understand the full picture. Please email us [email protected]

Business reply on Google

Hi Mya, we are so sorry. Being stranded with a newborn at any hour is unacceptable, and if our support team was unreachable when you needed us most, that is a serious failure we are not dismissing. Our support is available 24/7 and no guest should ever feel unheard in a moment like this. We want to understand exactly what happened with the access links and why you weren't reached in time. Please reach out to us directly at [email protected] with your booking details so we can investigate immediately, address any outstanding charges, and make this right. You deserve a real resolution. We're here and we're listening.

Business reply on Google

Thanks for taking the time to share this. I hear the frustration, especially if the charging experience didn’t match what you expected. A big thing to clarify is that charging availability and speed aren’t controlled by ZEVO. That comes down to the broader EV infrastructure, the type of charger used, and how the trip is planned. What you experienced is more reflective of the charging network itself than the ZEVO platform. There are also more charging options than most people realize, but they’re not always obvious unless you’re using the right tools. Apps like PlugShare, ChargePoint, Electrify America, and EVgo open up a much wider network of stations, including faster DC chargers and more reliable locations. The other piece is how charging is approached. With EVs, the goal isn’t to wait until you have to charge. It’s to charge when it’s convenient. Most experienced drivers plan charging around things they’re already doing like grabbing food, using the restroom, or taking a break. When you do that, charging stops stop feeling like delays and just become part of the trip. If you’re only relying on one type of charger or not planning around those stops, it can definitely feel slow an

Business reply on Google

Hi Heng, we take feedback seriously, but we’re not able to locate a host account under your name. If this review is tied to a different account or email, please reach out to our support team so we can look into the specifics. A few clarifications for accuracy: -Vehicle condition: Cosmetic stretch marks or surface wear can occur over time with normal vehicle use. When damage goes beyond normal wear and tear, it is documented and charged to the driver according to our damage policy. -Pickup timing: Bookings are automatically canceled if a vehicle is not picked up within 72 hours. In those cases, the security deposit remains held per policy. -Charges: Drivers are charged for rental time, charging, tolls, and any verified damages. These are not optional and are enforced consistently. -Host support: We support over 100 active hosts on the platform and do not prioritize vehicles based on ownership or affiliation. If there’s a specific incident you’d like us to review, we’re happy to do so with more detail. We’re always open to resolving real issues, but we need accurate information to help. -ZEVO Support Team

Business reply on Google

Thank you for laying out your concerns. There’s no manipulation of booking dates or fees on our end. The rates you select in the app are the rates you’re billed. Tolls and supercharging are simply uploaded to your account at the exact cost they come in at. We don’t add anything on top of those, and every toll and supercharging cost shows up line by line in your receipts so you can see exactly where each charge came from. When a payment fails, the system gives a 24-hour window to resolve the balance. If it’s still unpaid after that, access pauses automatically. That’s the only situation where a lockout happens. We notify you when payments are scheduled and when they fail. We’re always willing to work with guests on resolving balances, but if they stay open, we eventually have to reclaim the vehicle. Our support team is available seven days a week from 7am to 1am, and we respond to every inquiry that comes in. If something felt unclear in the moment, that’s something we want to tighten up, but the foundation of how billing and access works is consistent for everyone. If your wife wants us to review her account directly, we’re happy to walk through every charge line by line.