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Home › FAQ's / Member Handbook
FAQ's / Member Handbook
For more information:
Will a car be available when I need one?
All reservations are made on a first-come, first-served basis. Plan ahead, you can schedule up to 4 months in advance! 75% of all reservations are made less than 24 hours in advance, so chances are very good you’ll get the exact vehicle you want, when you want it. As our membership grows we add more cars at more locations to keep up with demand.
What if I have an emergency and need a car right away?
If you have a health-related emergency you’ll most likely be seeking the help of emergency personnel and driving will not be an option. Also, ask yourself what would you do if you have an emergency and your car won’t start? In dire emergencies you have friends, family or neighbors to call upon; that’s your community. You are welcome to check to see if our vehicles are available as well. Our automated phone system and mobile website let you make reservations “on the spot,” provided the vehicle is available.
Will eGo CarShare's usage fees go up with the price of gasoline?
We have one of the lowest fee schedules of any carshare organization in North America and we held our rates steady throughout the wildly fluctuating gas prices in 2008. We aim to keep our service affordable to encourage new membership in lieu of car ownership. Our non-profit model helps ensure we can continue these objectives. However, we do recognize that gas prices are certain to rise again and modest adjustments may become necessary. Our goal of adding mostly alternative-fuel vehicles to our fleet will help insulate us from unpredictable oil prices and provide you with the cleanest transportation options available.
Why do we operate as a non-profit?
We’re committed to helping our members share more than just cars. We want to promote community through a shared sense of purpose. By sharing the costs of car ownership, more resources will be available for the things that truly matter - like clean air, water, and open space instead of parking lots. Shared vehicles, in combination with urban cycling and reliable transit, gives our non-profit model the leverage to partner with virtually unlimited opportunities and offer our members the lowest rates possible.
How old do I have to be to apply?
You must have at least 2 years licensed driving experience. If you are between 18 – 21 years old you must have a sparkling clean driving record.
Do I have to have a Colorado state license?
If you are a Colorado resident you must apply to get a Colorado state driver’s license within 30 days of establishing residency here. If you are a temporary resident (student, visiting professor, etc.) you can join using your out of state driver’s license.
How long does it take to get approved?
It takes approximately 1 business day to be approved for membership. After you are approved we will mail your key fob to you. If you live or work near either of our offices and would prefer to pick up your fob, please send us an email at email@example.com. If you are in a hurry and would like to rush the application process, take a look at our Rush Policy.
Can I create a household account?
Yes, we encourage you to do so! Having all eligible drivers in your household become eGo CarShare members will help you realize the greatest benefits and cost-savings of carsharing, and all members of your household will have peace of mind knowing they have access to a car.
Can I let my friend use my key fob to access a vehicle?
NO – absolutely not! Only our members are covered by our insurance. You risk getting a minimum $250 fine, membership suspension, or even indictment of grand theft auto. If your friends or family members want to drive, they need to join.
YOU are responsible for ALL use associated with your key fob. Safeguard it as you would your wallet or house keys. Notify us immediately if you misplace or lose your fob.
While we are sad to see you go, we understand that transportation needs change as do addresses. To quit your account, please complete the following:
1. Email - Send an email to firstname.lastname@example.org stating that you would like to quit your account.
2. Return your fob - Mail your fob along with a note saying you would like to cancel your membership to our Denver office: 1536 Wynkoop St, Suite 4A-2, Denver, CO 80202. Tape the fob to the top portion of the envelope to avoid issues with the mail sorter.
3. Pay any remaining balance - Make sure any balance due on your account has been paid.
*Your membership will be canceled at the end of the month in which we receive your fob, provided your account balance is $0.
Alternatively, if you think you might ever need carshare while visiting, if your new car is in the shop, or need a truck to haul, we can switch or keep you on the Peace of Mind plan indefinitely with no monthly or yearly fees, essentially allowing you to be a member for free!
How do I change my rate plan?
We know seasons change and so do your carshare needs. If you would like to change your rate plan there are a few options: 1. Send an email to email@example.com, 2. Let us know through Member Feedback in your account, or 3. call our support line at 303.720.1185.
You are allowed 2 free rate changes a year (additional changes are $25). A good rule of thumb for assessing which rate plan you should be on, if you are driving 5 hours + per month Free Wheelin' is the most economical choice for you. Less than 5 hours/month Peace of Mind is the plan to choose.
Refer a Friend
The more people sharing cars the better! We want to encourage you to help eGo grow by telling friends, family, co-workers or complete strangers about our great service. Be sure the person you refer includes your name on their application and you will receive a $10 driving credit! Get out there and share the eGo CarShare love.
Starting Your Trip
What if the car is not there when I reserved it?
This is a rare occurrence. First, call the automated reservation system to verify your reservation. (Make sure you have an active reservation for the car you are looking for.) If you DO have a valid reservation call us immediately (303.720.1185) so we can troubleshoot and resolve the issue. In most cases the previous member is running a few minutes late. If the car will not be back in the timeframe you need we will offer you another eGo CarShare vehicle to use at no charge. If that is not an option, we will pay your transit or cab fare.
What if the vehicle has a problem or won’t start?
This is also a rare occurrence. Regular maintenance and relatively new cars prevent most mechanical issues from occurring. But if you do encounter mechanical difficulties, call us immediately (303.720.1185). Never leave a disabled car without first contacting us with its location details.
What if the car is dirty with trash, spilled beverages or other debris left in it from a previous member?
This rarely happens because our members are so cool and they recognize that it is a privilege to be a member of eGo CarShare. In the unusual case that you do find the car to be in dissatisfactory condition, please notify us immediately. The person who left the vehicle in this condition is subject to a minimum $25 cleaning fine. We do have Car Captains who help us maintain the vehicles, but each member is responsible for removing all personal belongings and trash from the car at the end of each trip.
If you find personal belongings that were left behind from a previous member please notify us immediately and leave the items in the car but out of sight (put them in the glove compartment or the trunk if possible). We’ve been fortunate to have very trustworthy members who report finding iPod’s, etc. left behind in cars. Their rightful owners are always very grateful to get these items back. So please share the love!
Car Usage Questions
What if I have an accident?
We hope no one gets hurt.
- Make sure everyone is moved to a safe location.
- Call for emergency help if needed.
- If another vehicle or personal property was involved, by law you need to call the police immediately to get a police report and also fill out the Accident Report form found in the orange envelope in the glove compartment.
- Notify eGo CarShare staff as soon as possible.
Do I need to fill the gas tank?
Yes – sometimes. It is the responsibility of each member to fill the tank whenever the tank is less than ¼ full. But you don’t have to pay for it! Use the Conoco Gas Card that’s in the glove compartment and please leave the receipt in the same pouch in which the gas card is stored. If you do NOT refuel when required you will be charged a $15-25 refueling penalty fee.
Can I transport my pet?
At this time all pets must be transported in a pet carrier. As our fleet grows we may be able to designate some vehicles as “pet friendly.” If you notice any pet hairs, etc. in any of our cars please notify us. Also, if you have any severe pet allergies please notify us of this when you apply so that we can ensure the cars you use will be completely pet-free.
Can I smoke in the car?
No! No smoking of any kind is allowed in any of our vehicles at any time. And no open alcoholic beverages either. Follow all Colorado laws in regards to transporting alcohol in a vehicle.
Returning the Vehicle
What if I need the vehicle longer than I reserved it?
If you are running late:
1) Use the web (mobile web) or phone system to extend your reservation.
2) If the car is already booked immediately after you and you can’t get the car back on time, notify eGo CarShare immediately by calling 303.720.1185! Late fees will be assessed, but they will be significantly less if we can shift the next user to another car.
Remember, it will alwasys be cheaper to bring the car back early than to return it late!
Do I clean the car?
We have Car Captains who help us clean the cars at least once a month. To keep our usage fees low we need all members to help us keep the cars clean in between these professional cleanings. This means all members must remove all personal belongings and trash from the car at the end of their trip If you do accidentally spill a drink, etc. please do your best to clean up and notify us immediately so that we can address the issue promptly.
What if the designated parking space is occupied?
Please call us immediately. We will usually have you park in the closest available free legal space, but we need to know where you left the car. We may also need you to cover the cost of parking in this temporary space so that the car is not ticketed or towed. (We will reimburse you for all parking costs incurred.)
How do you know my usage?
All of our vehicles are equipped with keyfob technology that tracks mileage electronically. If you fobbed in, you don't need to record your mileage.
How do you bill me?
We use a Pay-As-You-Drive system where the estimated cost of your trip will be charged to your card the day after your trip. At the end of the month you will receive a detailed invoice which shows your itemized trip details, fees collected throughout the month, and the remaining balance or credit on your account. You will also have the option to initiate prepaid charges for whatever amount you specify, whenever you would like. For example, you could pre-load your account with $50, $100, etc. at the beginning of each month.
You are responsible for keeping your credit card and general contact info up to date. If we have to contact you because some of your account info is not current, you may be charged a $25 account maintenance fee.
Click here for a Sample Invoice explanation.
What is my liability in case of an accident?
Rest assured knowing that we have full insurance coverage which is included in our usage rates. We have a $250 deductible on all our vehicles, so if you are in an accident, that would be the limit of your financial liability. However, if you violate any of the rules of membership and you are cited for a DUI or reckless driving, etc., all bets are off and you could be held legally responsible for much more than the $250 deductible.
What if I get a parking ticket?
You must pay it – and notify us that you have done so. If eGo CarShare pays it, we’ll charge your credit card for the entire amount, including any late fees, as well as an additional $25 administrative fee. Parking tickets typically double in 14 days, so pay them immediately.
What if I get towed?
As long as you comply with all parking restrictions, it’s very doubtful an eGo CarShare vehicle will be towed during your reservation. But in the event that you violate a parking code and the vehicle is towed you will be charged for the hours the vehicle is out of service, the price of towing and storage of the vehicle, and a minimum of $50 administrative fee. You may also be charged an “inconvenience fee” if any other members were displaced because of the incident.