Review Insights · Google Play
Cooltra: E-moped Rental
Cooltra Motosharing SLU · 16,922 ratings · ★ 4.2
4.2
★★★★★
16,922 ratings
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Top complaints - extracted from 76 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"service"
17 negative reviews mention this · 22% of all complaints
★★★★★ "Je leur ai clairement demandé un remboursement auquel ils n'ont jamais répondu, car leurs motos électriques étaient défectueuses et ne démarraient pas. J'en ai pourtant débloqué 2 facturés environ 5€ . Je ne recommande ni ne réutiliserai ja…" - Amine yht
2
"account"
10 negative reviews mention this · 13% of all complaints
★★★★★ "DO NOT USE IF ENGLISH NATIONAL!!! I CAN NOT STRESS ENOUGHT DO NOT USE THESE BIKES.!!!!! I rented a bike for less then 20 minutes left the bike and ended the ride in a desernated parking area through there app one month later they have tryed…" - R O
3
"customer"
8 negative reviews mention this · 11% of all complaints
★★★★★ "garbage app. no customer support (estimated wait to reach an agent: ONE HOUR THIRTEEN MINUTES!!)" - Pierre Adeikalam
📋 All 76 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
DO NOT USE IF ENGLISH NATIONAL!!! I CAN NOT STRESS ENOUGHT DO NOT USE THESE BIKES.!!!!! I rented a bike for less then 20 minutes left the bike and ended the ride in a desernated parking area through there app one month later they have tryed take over 150£ from my account. You can not leave these bike anywhere out side of there area as it will not let you end the ride but have now been finded for a bike what was not parked in there area what is impossible to do this is a major scam
Not able to get an account... I sent an email asking for help because I have only my Italian passport and my license is from ireland. on the app is not possible to create an account with your passport. They answered with the exactly same information provided on the app. thanks for the Zero help. :) Ps.: I subscribed to your competitor, way easier.
Je leur ai clairement demandé un remboursement auquel ils n'ont jamais répondu, car leurs motos électriques étaient défectueuses et ne démarraient pas. J'en ai pourtant débloqué 2 facturés environ 5€ . Je ne recommande ni ne réutiliserai jamais leurs services ou plutôt leurs absences de services 0
I've been trying to contact technical support for over a week and no one is responding... I have sent several emails and opened several chats and no one responds... I do not recommend it and I will uninstall it.
garbage app. no customer support (estimated wait to reach an agent: ONE HOUR THIRTEEN MINUTES!!)
awkward and didn't work
non riesco più a sbloccare gli scooter. riesco a prenotarli ma non a sbloccarli. scooter non disponibile
does not work for Australians, you need an international driver's licence
Imposible contactar con soporte...
completamente inaffidabile! prenoto il mezzo, mi avvicino, il mezzo non è più disponibile, provo con un altro mezzo, stesso problema, un altro ancora e sono passati 30 minuti, e finisco per prendere un taxi.
Terrible app, it happend a lot to me that I booked a motorcycle, walk towards it for like 5, 6 minutes and when I wantee to unlock it, it says the vehicle is no longer available, this happens almost every time
There’s a bug with the "Free reservation" feature. Twice now, I’ve walked to my reserved moto only to find it’s not there when I arrive.
This company is a huge scam. Service is rubbish with a lot of mopeds not working or giving issues that lengthen your rental time. Then if you try to go to customer service you get pushed back in the queue so you never can talk with anybody, I'm writing this review as I just got pushed from spot 42 to 80 in the queue for a billing issue (I got overcharged).
in Milan vehicles keep having connection issues and are kept in very poor conditions
Je ne reçois pas les codes de connexion sur mon adresse mail et le support client est inexistant
The app sucks, keeps on not connecting, slow and crashing
terribile Laura Martis e Sara Duncan stanno continuando a minacciarmi per un pagamento CHE HO GIA EFFETTUATO, SONO PIU DI DUE SETTIMANE CHE CONTINUO A RICEVERE MINACCE di denuncie da parte di ste due incompetenti, basterebbe guardare lo storico dei pagamenti, IMBARAZZANTE..
Do not use their service, we missed our train because of them. We took a scooter in Milan for 5 minutes but the helmet case was stuck (the app was saying error, try contacting us) with our bag inside, the connection was good. We tried contacting them, but we had a 13 HOURS wait time in the chat. It finally opened for whatever reasons but we missed our train.
Avoid if you're a tourist. The scooter that i had died just before the parking, and I couldn't do anything. My stuff was stuck in the box which couldn't open even with the "open" button. It took the customer support 3 hours to start to respond to the chat request. In the end it got resolved but I had to cut short my reservation to have it resolved.
La metà delle volte che ci provo, per un motivo o per l'altro, non è possibile guidare per problemi all'applicazione o allo scooter. I soldi però te li portano via lo stesso. È praticamente l'unico servizio a Roma, motivo per il quale si possono permettere di fare come gli pare. Assolutamente inaffidabile e malfunzionamenti sospetti (perché comunque tu paghi).
Stupid app. They don't allow foreigners. You cannot validate your account with an ID and driving licenses from different countries. Don't lose your time with this.
Sends marketing notifications without the option of opting out Update: Thanknyou for replying without addressing the issue, I remind you that you can fix the lack of personalization in the app without needing to contact me in advance! I hope to see the change soon! All the best.
Honestly the worst customer support ever. Stay away from this party.
J'ai garé sur le trottoir et voici le résultat pour un trajet de 7 min: 160€ !! 5€ le trajet + 35€ amende (ok!) + 60€ frais de fourrière (on ne m'a même pas envoyé une facture de fourrière ou une preuve) + 30€ frais de gestion (sérieusement ? Débiter ma carte bleue vous coûte 30€?) + 30€ frais de gestion pour récupération à la fourrière (temps qu'on y est, allez facturez moi le petit déj et le café du personnel aussi non?)... Je supprime l'app direct!
It didn't start and yet charged me money
Support is a joke-no 24/7 help, but automated, useless messages. Asking, "Are you sure you want to chat with an agent?" means a lot. I request to shut down after a second use for which I was overcharged 15 minutes due to constant app bugs-clearly intentional theft. Over a day, account is still processing. You deserve 0 stars for your dishonesty, and I’ll be watching my credit card closely for any more unauthorized charges. Shameful and predatory. I invite users to gather for a group complaint
The service is up and otherly worthless their employees don't know basic English and don't even remotely try to help you i would not recommended cooltra to anyone!! Stay away from this app!!
Bugs and empty bikes
Je ne peux pas faire de compte, l'inscription plante au moment de prendre le selfie
Customer Service is terrible sassy for no reason the mopeds are good but never get repaired
The box with the helmets didnt open for 6 minutes, the scooter stopped working uphill, and I spent another 5 minutes trying to put back the helmets. Instead of giving me the full refund the gave me 7 "gift" minutes. I have no intention to use the app after this experience so the gift minutes doesn't worth anything to me. When I tried to argue for a full refund they closed the chat unilaterally and I couldn't open it anymore. Horrible company, they stole my money.
Service peu fiable et dangereux Les scoot : *pneus sont régulièrement a plat, aucun moyen de signaler le problème facilement. Même signalé par le chat, les scoots resent disponibles a la location = péril les futurs utilisateurs. * Les rétro ne tiennent les réglages=danger sur la route: on ne voit pas ce qui vient de derrière. * Les sangles des casques ne sont pas ajustable facilement, le système est trop difficile a manipuler et le compteur tourne * zones de couverture changent sans préavis
when out of zone and out of fuel (even tough it says %10) you have to carry the whole thing into zone and breaks itself while costing minute rate... dont use cooltra.
experiencing sever issues in Milan with unresponsive scooters, on avarage I need to try 3 before using a working one.. bad luck? I think being solo in the market has its advances, business always in favour of companies never towards the client..
male male
Cityscoot was supposed to move my account to that app. They didn't . All the minutes purchased are lost. Poor client service .
Just kept getting emails to update info,never was verified. I guess this app isn't for Americans.
Smette di funzionare a caso, per bug del software di controllo, lasciandovi fermi in mezzo alla strada e mettendovi in pericolo. Evitate!
Processo di registrazione e servizio clienti entrambi pessimi.
3 out of 4 times your motorbikes did not start due to dead battery but you charged money anyway. Gonna unistall the app.
If you are EU national it doesn't accept your passport as ID, so if you are an expat living in a different EU country than the one you were born into don't bother using the app. FYI in EU you can live in a different country with the passport issued in another EU country within the Shengen area.
Hago 10 minutos andando para llegar a la bici más cercana, la reservo, voy allí y no puedo desbloquearla por problemas técnicos...llego media hora después q mi cita. un timo
Subir precios mas de un 30% en un año, que verguenza.
Full of spammy notifications without granular notification settings. Uninstalled.
It's really heavy on data, which is fine if you have a local phone plan on that city or connected to wifi. But if you happen to be roaming and have low bandwidth like edge or hspa, or your speed is throttled which happens as a tourist in a foreign country with a foreign phone plan, the experience can be miserable. You can't load the map, you can't reserve or start the scooters, uploading the photo is guaranteed to fail, but there is no resubmit, you have to go back and take another Pic.
Siccome il prezzo non era già aumentato abbastanza, ora è stato inserito anche 1 euro da dover pagare solo per lo sblocco. Dato il prezzo allora dovrebbero quantomeno garantire il tempo bloccato dal momento in cui si sblocca, si prendono i caschi, fino a quando si mette in moto già incluso nello sblocco. Finisco il credito e non penso lo utilizzerò più.
App is incredibly slow and buggy. Not able to load basic documents to get account verified
Primera bici que cojo y el motor andaba dañado, tuve que pedear un monton de calles empinadas como un imbecil
I cannot even create an account since when I take a selfie for account creation the app crashes everytime
Doesn't work for Americans
+ 26 more in the clipboard copy
Sentiment summary
79%
Positive (4-5★)
3%
Neutral (3★)
18%
Negative (1-2★)