We loved the idea of the touchless pick up and drop off, but the app was not good enough to get all the benefits. Drivers needed the app to connect to, unlock, start and lock the car. We could never get all three drivers connected to the car to drive the car, only one driver, so we had to transfer access to a single key card. Support was slow to respond and was unable to resolve the issue. Although I followed instructions and sent invites to the other drivers, they were unable to connect. It was inconvenient for the two drivers who could not connect, to say the least. Even the one driver had to connect the car every time we had to use the car, which involved sitting in the car in 100 degree sun waiting for car and app to connect and to be able to start the car, ranging from a matter of a half minute to several minutes. The app needs a more reliable system to connect.

We had a terrible experience with Virtuo. 30 minutes after the car was supposed to arrive we had not received any notification on the app or via text that it had (we were watching the street and there was no car either). Called customer service and spent another 20 minutes finding out where the car was, turns out it had been parked around the block, again, with no notification to us. We get to the car and the app isn’t working to open the door. We try everything, opening and closing the app, even logging in on a different phone. Nothing works. Call customer service again. Another 30 minutes spent trying to open the car to no avail. Then get told another department has to call us. Another 20 minutes later we get a call from someone in France. They don’t know anything and we have to explain the whole situation to them from the start. By now we’re almost 2 hours past when the car was supposed to be delivered, still with no solution. Finally after another 30 minutes of waiting, we have to call the French number again, ourselves (which itself took multiple calls to get through), to be told we have two options: go to a parking lot 40 mins away and find a car ourselves, or wait another 90 minutes for another car to be delivered to us. At this point we’ve given up and cancel all together. Virtuo, you need to do a comprehensive review across customer service and your technology. I’ve never left a review for an app before but our experience today was so appallingly terrible. I hope none of your other customers have to deal with what we had to.

We booked our car weeks before our car rental. We sent them all the documents they asked for. It sat pending for days. Then we end up sitting outside a car park for six hours, wasting an entire day of our vacation, because they didn’t communicate with us at all and we couldn’t get a hold of them. I understand mistakes happen. I work in business and nothing is perfect. But not having a customer support center to call and correct issues promptly is poor structure for a business model that otherwise makes sense. And for what it’s worth, the reason the delay was eventually explained and was woefully insufficient. The most critical thing being that it could have been corrected in five minutes over the phone or even prompt texting - Neither of which currently exist with this company. I have updated my rating from 1 stars to 2 because:1) They refunded our money.2) They reached out to me after leaving this bad review and asked to correct the matter. I respect and appreciate their efforts to make it right. However, I will leave this review as truthfully representative - A disappointing experience. Virtuo, if you care about your customers and my concern, consider making the following adjustment:1) Make yourself ACCESSIBLE. Email is insufficient. An actual person on the phone is preferable. At the very LEAST, live chat or texting.

STAY AWAY FROM THIS COMPANY. VIRTUO IS PREDATORY AND WILL BANKRUPT YOU. Their app is flawed and customer service is unhelpful. We rented a car through Virtuo in Nice for our honeymoon. When we first picked up our car we noticed there was a scratch on the bumper and right rear door. There were also scratches on 3 out of 4 wheels. We took 6 pictures and uploaded them through the app before we even left the airport. The rest of our trip was uneventful - apart from the app glitching and having a hard time unlocking the car about 80% of time time. When we got back to the states I received an invoice for €1,041!!!! For the scratch on the bumper and rear door that we had reported through the app. When asked about it through their customer service, they were unable to find the photos we had uploaded through the app. This is the first poor review I have ever left for a company. Please just go with a well established, reputable company. Virtuo is an absolute scam and their customer service is useless. I have read other reviews of this happening to multiple people.