Paid the disputed balance, but still received no proper explanation
My experience concerns a Yelo rental in Tabuk in May 2023 and its complaint handling in October 2026.
The original vehicle broke down during the first day of my trip. After contacting Yelo, I followed their instructions to arrange towing back to Tabuk. This disrupted my holiday and hotel plans.
To acknowledge what Yelo did correctly: the Tabuk Airport branch provided a replacement vehicle, reimbursed SAR 600 in cash for towing, and I later received a SAR 363.82 bank refund against my original rental payments of SAR 739.98.
The unresolved issue was an additional SAR 223.83 claim. I asked for a consolidated statement explaining how my original payment, refund and replacement contract were reconciled.
Instead of answering those specific questions, customer service repeated the outstanding amount and referred me to the app or website. A subsequent reply informed me that the claim had been referred to a debt collection company and directed me to contact them.
I paid SAR 223.83 through Yelo’s official app on 17 October 2026 to bring the matter to a practical conclusion. As an expatriate facing a language barrier, I found the process particularly stressful. My payment does not mean I received a satisfactory explanation—the reconciliation questions remained unanswered when I wrote this review.
Customers should be able to obtain a clear account breakdown before being directed to debt collectors. Providing a replacement and reimbursing expenses does not excuse inadequate complaint handling.
My concern is transparency and accountability. I have requested written confirmation of settlement and collection closure and will update this review fairly when Yelo responds.
