iCarsclub :: Review

I have been quite vocal about my experience with http://www.icarsclub.com because I was looking forward to taking advantage of it in Singapore. People outside of Singapore may not know that owning a car in Singapore is for rich folks or people who don’t mind 1/3 of everything they make going to towards their car. I see in my own condo building, not high end, very expensive cars that look to be rarely driven. I am sure these folks are car poor cause if I had that kind of money I would probably be living in a bigger pad. In Singapore some locals choose to live cheap but own a car – I guess some sort of status symbol of sorts. All that being said though, it is nice to be able to get in a car once in a while, especially when one has a family. Sometimes the public transit thing is just a lot of work if one wants to roam around town on errands or go somewhere slightly further than normal – like the Kranji countryside for example. Taxis are okay in Singapore but if you were to use one all day it would be cheaper to rent a car – even UberX is awesome (prices in Singapore are the same as a taxi right now) but yet using Uber all day would still be more than renting a car.

So the idea that I can share someone else’s car for a day at reasonable rates without the hassle of dealing with a rental car company is appealing. Enter iCarsclub. Find a car near you, rent it online, go drive it and return it. Sounds great but what I discovered is the promise is so much better than the execution. I will add I successfully rented a car yesterday and all in all was a great experience but the issue is dealing with the service and the company – not the driving experience.

The way it works with iCarsclub is to go online to their site and submit the docs you need to get verified to rent cars. No biggie – it says it takes 3 days. Right. It actually took 3 weeks to get approved which I assume is just cause there is either a backlog or no one working on it. The frustrating part is when I used their support to check in on things – there was never any reply. To this day actually not one support email has been answered. Then I took to twitter – no replies. Left a message on their Facebook page – no replies. Again – to this day there has never been any replies to any of my social media messages. None.

Approved and ready to rock I started to find a car. The selection is actually pretty good and I was surprised to find some pretty cool cars but I was looking for cheap and no too far away from me. This is where I found the service to be badly implemented in that it looks like pretty much all cars are always available but what happens is that the owners of the cars are not blocking their own usage. It only shows when someone else has rented the car. For the first car I rented, which means you have to pay all the fees associated with it – will discuss the payment stuff more later, everything appeared to work fine. Yet moments after reserving the car and paying for it the system would sms tell me the owner rejected my request. Of course being the ass that I am I would sms the owner back to ask why – first owner said his car was in use every Sunday and I asked him why he didn’t block it as so. He said he wasn’t aware of needing to do that. So the owners are just accepting or rejecting based on their schedule versus updating the system to say the car is blocked. Lame. What’s lamer is I as the user can’t leave a review on that car since one can only leave reviews when you have rented the car already. This is silly.

So minutes later I found another car, I got the refund from the last attempt which is not a refund but a credit to the rental account. This is not a huge deal but when you get rejected a lot this could be frustrating but it seems there is a way to force a refund but I didn’t try it. The next rental went the same way – the user rejected it mins later. I again sms’d them and the owner said they were using the car for personal use. Again I asked why they didn’t block it and they didn’t reply. It seems the owners are not at all aware of how to use the system properly.

Finally I rented a car and everything was confirmed for Sunday at 2pm. Around Sunday at 12 I sms’d the owner to confirm pickup spot. Owner replied that he had canceled the rental due to car trouble. Did I get a cancellation message – no. Owner said to call iCarsclub but I didn’t have a number. No where in all the emails and sms’s did I see a number. While this was happening someone called me from iCarsclub. A no caller ID call that I almost didn’t pick up – I don’t get why they can’t use caller ID so that one can at least see a number and call back. I answered and they said they were canceling the car and the money would be back in my account and that I would need to find another car.

Since I finally had someone on the line I decide to go all in and ask what the fuck was wrong with them.

Let me summarize some of this:

Q/A –

Why is no one responding to FB or twitter :: They don’t think they need to reply to social media. Plus they are busy opening China.

Why does no one respond to the online help system (powered by Zopim) :: They never got any emails from me. (I sent 4).

Why do the owners constantly cancel versus blocking their cars :: They probably don’t know how or are lazy.

Why can’t we complain in same way about these owners :: They don’t want any bad feedback about owners since they may leave the system.

Isn’t the users renting just as important as the owners when it comes to service :: No comment.

I tried to dig in more but the guy obviously didn’t know much and said he would try to find another car and sms where it was. I still needed to go online and book it.

Which I did and the request was confirmed by the owner. He sms’d me to say where is was, same as what the system was saying, and that it would be unlocked with the keys in the glove box. Now this is where it is weird in that with a country like Singapore this might work but in most countries I would want that car locked until it unlocked for me. How else would you know you are safe or that someone did not tamper with the car resulting in some damage that I might have to pay for. For this transaction it was on a nice street and in broad daylight but who would want to rent a car at night that was unlocked for example? Not me. This is where I am not sure if they don’t have the tech to remote unlock and lock stuff or if this is just how the owner does it. It worked in this situation but I don’t think this is scalable or would work outside of ultra safe countries like Singapore.

I grabbed the car and settled in. One thing I forgot was to get my own cash card for ERP and parking – I don’t remember this being in the tutorial but is pretty important in Singapore since pretty hard to get around without it. Fortunately I could stop into any gas station and buy one. Small Singapore formality that cannot be forgotten. I used the car almost all day and even extended it by 30 mins cause we were late getting home.

The return consisted of parking it back on the street in that same place and putting the keys back where I found them. Of course the car was unlocked since that is how I found it. I did use the system to end the time and stop the insurance but this did not involve remote locking it. Once again I see where this could be problematic – what if someone stole it right after me or took something from it. My time would be marked as over but would it come back on me in any way? The system should do remote lock and unlock or something more secure.

It cost me bout 85 SGD for everything. I don’t know how that compares to a car rental – I need to check but my experience with any car rental is this was less hassle. All of our trips on public transit would obviously be much less but I don’t think we could have covered the same ground by bus and train in the same time period. Taxi’s or uber covering all the same ground would be much more. A combo of transit and uber would be much less and doable but still the hassle factor is much higher.

So this worked for me. I got to use a car for a part of the day. We will most likely do it again and I don’t think there is another option besides iCarsclub but this product could use a lot of help. On the payments since this service suffers from what a lot of services in Singapore suffer from – they only accept PayPal for credit cards via PayPal. No drama since credit cards are the norm here but the process is so cumbersome and web only. Payments in Singapore for online services need some competition from the likes of Strip and others ASAP.

ICarsclub needs to hire some real product folks to make this work.

16 thoughts on “iCarsclub :: Review

  1. christopher

    There is an obvious need for this. Not yet certain if its a UI/UX thing + Marketing, or if in fact its just a lack of focus. Would be a small market, but one that the right team could capture rather quickly. I am still super surprised at your experience though, both re: social and the whole IRL thing. nothing like ignoring your customers, which is in fact the renters. Nice write up btw.

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  2. Mr. KPI Post author

    I think iCarsclub just needs some product help, customer service and some fine tuning. Seems they are just going for expansion versus taking care of already opened markets.

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  3. SG Entrepreneur

    Thanks for the informative critical write-up of the icarsclub platform. I was just about to write one on my own when I came across your article.

    It is, from the onset, indeed a convenient way of booking a car in SG. However, I had a much worse experience in actual usage of the system.

    Documentation approval was pretty fast in my instance – about 1 week. And that’s about it.

    Exactly the same situation with yours, I booked a car online (nissan latio), paid for it online via credit card, and was promptly notified a few minutes later that my reservation was rejected by the owner. Being curious about the reason behind, I called up the owner and was told that he has rented the car out to other people via other channels and has not updated the system.

    Being cautious, I searched for and called up owners of other vehicles before placing any further reservations and was met with this following scenario:

    1. Out of 90+ cars available in the system, about half mentioned that they had de-listed their vehicle from the system and was puzzled as to the reason why their listing are still being posted by the company as available. They had received numerous calls from renters like me, much to their discontent. I believe the company may have purposefully withheld the ‘live’ listing to boost their ‘availability’ image. Also, in doing so, the company had ‘deviously’ and successfully managed to capture my $100 deposit (which is only refundable 1 year later) and my rental fee $90+ (which I have been unable to withdraw from the system).

    2. As for the rest of the other drivers, they have not even tried to update the system that their cars are either not available or that they are not interested in renting out their cars.

    To summarize, I searched for and called up all the car owners (90+) as shown in the system and was unable to even book a car for just an hour (I had reduced my initial idea of booking for 6 hours down to just one hour to see the response).

    Being utterly disappointed in the system, i promptly called up the hotline intending to withdraw my credit and but was simply met by an utter silence. No pickups and no return calls. I will be posting a formal complaint (claim) against the company for intentional fraud or otherwise to the small claims tribunal if there are no answers from the company in the coming week.

    And imagine my surprise when I came upon news that the company has recently secured $10 million in Series A funding, with a purported 1,400 personal cars available for rental in Singapore, when in actual fact, reality depicts otherwise.

    That’s it. Hope I have not taken up too much space on your site. P2P marketplace still has a long way to go.

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  4. Mr. KPI Post author

    Awesome of you to comment!

    What’s funny is the company emailed me and asked if there was anything the could do – I sent them my review. Have yet to hear back from them.

    What I am maor curious about is why is no one in the local tech press following up. Goes back to my pump and dump comment – covering the funding but nothing about the actual use of the service.

    Crazy stuff.

    Let us know how the fraud complaint goes.

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  5. Pingback: More semi-random thoughts on the consumer services wave in Singapore | Key Performance Indicators

  6. Kelvin

    Hello,

    Thanks for the insightful comments about your experience using Icarsclub.

    I had just signed up for Icarsclub membership and I have not book/ rent any car yet from the system. I would like to know when a deposit of $100 is to be given to them as I wasn’t being asked for it.

    I joined icarsclub because their rental rates seems cheaper than CarClub (another organisation which I am also a member for a few years already and I find their system very good and customer service is good too, though there is a annual membership of $120).

    Wonder if you guys know about Carclub.?

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  7. Mr. KPI Post author

    You make the deposit first time you go to rent since you have to pay for deposit and rental for anything to get confirmed.

    I think it was part of my first transaction total.

    Haven’t checked carclub

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  8. Kelvin

    For Icarclub, do you need to ensure that you return the car the same condition (cleaniness) as when you collect it? Sometimes, it can’t be help that there will be some dirt / dry leaves etc. when you return the car.

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  9. Mr. KPI Post author

    I don’t think so – cause it is like a rental.

    I think if you left it really dirty the owner could choose not to rent to you the next time.

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  10. Pingback: Two names, two countries, 120,000 cars, and $60M in funding – iCarsClub gets a fresh round - Kungpao.tv

  11. Pingback: Two names, two countries, 120,000 cars, and $60M in funding – iCarsClub gets a fresh round | Minideal.co

  12. john

    I received very much similar an experience with them. And I have since left after one bad experience. i think they are just focused on expanding in as many Chinese cities as possible. What is left here in Singapore is perhaps a shell of what it used to be (due to neglect and mismanagement), and is around only to make it look like a Singapore-based company (branding), and perhaps for governmental claims purposes.

    Their business model is probably to make themselves look bigger than they are (with the expansion), and hopefully for some sucker to come in and buy them over. They are just waiting for the big pay day to arrive.

    Shocking thing is that all the negativity are not reported in any tech blogs. But I am hardly surprised as they are probably friends with the editors.

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  13. FC Lai

    Wow! Thanks for all valued comments. Recently, I scrapped my car and I’ve just sign-in today (thankfully I’ve not sent-in my copy of driving licence).

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