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Phone: (207) 842-2285 Fax: (877) 227-7587 39 Commercial St, Portland, ME 04101
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Kemwel is a travel agent and discount car rental service. The business offers car rental in Europe at over 4,000 locations. The business also buys back rented vehicles and have over 50 model types to choose from.
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Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Kemwel include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 3 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Industry Ratings Comparison
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||3|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Limited Liability Company (LLC)
Business ManagementMr. Imad Khalidi, President Ms. Molly Douglas, Customer Service Manager Mr. Brett Gould, Director of Operations
Related BusinessesAuto Europe, LLC
Number of Employees
TOURS-OPERATORS & PROMOTERS TRAVEL AGENCIES & BUREAUS TRANSPORTATION CONSULTANTS AUTOMOBILE RENTING
Industry TipsFinding a Travel Agency - 5 Tips - Video Planning a Tour Vacation Read Before You Sign Tours - Operators & Promoters Travel Agencies
THIS LOCATION IS NOT BBB ACCREDITED
39 Commercial St
Portland, ME 04101 Directions
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Complaint Trends - Last 3 Years
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|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Read Complaint Details
Complaint: Kemwel helped me when my flight was delayed from Santiago to Punta Arenas, Chile, to update my car pick-up date/time to the morning of 30 Dec 2013. I had a reservation for Sat, 28 Dec 2013, but as the local ***** was closed when our flight arrived, the Kemwel agent updated my reservation for a Monday morning pick-up. The agent was friendly and sent me a new voucher on the morning of the 30th (see below). However, when I arrived at the airport at the scheduled time, there was no ***** representative there. I phoned the ***** office in Punta Arenas and they said that they did not have a record of my reservation and had no vehicles available. I gave him the voucher number, but they said that "they were the actual car rental company and had more accurate records than a 3rd party booking site." I was traveling with a group (3 couples and 2 kids). We had 2 car reservations total. I had no problems with a car from the 2nd rental agency (Enjoy Patagonia). I was able to rent an extra car from Recasur, http://www.recasur.cl/, at the airport because the representative felt bad for me. I also checked with the ***** desk at the same airport, but he said that he had "double the number of reservations than available vehicles." I think that, due to the high season in Chile, some vendors are overbooked and do not update their electronic inventory frequently, which may have led to the error in my rental with Kemwel. Since I had a reservation time right before close on Sat and I showed up first thing Monday morning, the Kemwel rep assured me via phone that my reserved car would still be available. There is no way that they could have rented the car to someone else, as the office was not open Sat evening or Sun. This means that, most likely, my car was never available, even at my original reservation time on the afternoon of 28 Dec 2013. There was likely an error in the reservation system - either: 1) internally with Kemwel, 2) confirming the inventory at ***** for the original reservation or 3) communicating the updated rental time between Kemwel and *****. I sent the an email to Kemwel on 31 Dec, requesting a refund since they were unable to meet the terms of our contract (via the direct vendor, *****). However, they did not respond. Therefore, I am filing this complaint with the BBB. I hope that Kemwel will consider issuing me a refund.
Desired Settlement: I would like Kemwel to refund the 847.22 USD that they charged me, since they were unable to deliver a rental car.
Business Response: We reconfirmed a reservation with ***** Chile for the new dates due to the flight delay. Once we received the information that our client did not receive a rental car, we contacted ***** Chile to verify non use. Before this could be verified, we received a credit card dispute. We have now received confirmation that the reservation was not used, and have canceled the voucher and refunded the full voucher value, in the amount of $847.22 to the credit card on record. Please allow 1-2 business days for this to post.
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
BBB's Final Determination: Consumer accepted resolution offered by the business.
Read Complaint Details
Complaint: Made a car rental for italy through company this month, paid extra for zero deductable, on car, had tire blow out and had to pay 160eu to replace , Kemwel states not covered under ZERO deductable policy that I paid extra for
Desired Settlement: 160eu or 207.65
It is standard with rental car insurances that tires are not covered under standard Collision insurance. That being said, our voucher for this particular rental did not, at the time of this booking, disclose this.We would like to extend our most heartfelt apologies to Mr. ******* for this failure. As such, if Mr. ******* could kindly send the receipt for the €160.00Euro for the tire, to my direct email address: *****@autoeurope.com or fax it to: 1 877 227 7587 and reference the Kemwel Voucher number - KM ******, we will immediately refund the $207.52USD to Mr. *******'s credit card.
BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved
Problems with Product/Service
Read Complaint Details
Complaint: I used Kemwel for a Peugot buy back program for my 3 month stay in France. On May 28,2012 I received an emergency call that my son was taken to the hospital and very ill. It was a Sunday and the next day Monday was a holiday and had no way to get the car back since I left immediately. I informed Kemwel on May 29 what had happened and Cameron Roy said I needed to speak with Peugot directly which I tried to do May 29 multiple times with no response even though they said they would get back immediately. I called Kemwel back and on June 1st **** ********* wrote that I can write an authorization letter so that the owner of the place I rented in France and where the car was, could drive it to Montpellier, the closest drop off place for Peugeot. On June 2 I emailed the owner saying that this could be done and he responded on June 2nd saying he tried to call the number that Mr. ********* provided but they were closed and he would arrange to drop it off that Tuesday, June 5th or Wednesday, June 6th. I did receive an email from Kemwel asking me about the car being dropped off by the owner of my rental in France. My son had emergency lung surgery and was in ICU and didn't respond that day. On June 8th I wrote the president of Autoeurope asking him for his help and why there had been no customer support in France when I spent my money calling for help in this matter. On June 11, the owner of the place in France said he received a call from Peuogot saying that they needed to pick up the car for a client and that there was in fact no way they would ever be authorized to drive the car under any circumstances. I did receive an email from Mr. ********* saying he requested the car to be picked up. I had agreed to this when I told him that the owner said Peugeot needed the car for a client and Mr. ********* said that was not true so I thought it best to let it be picked up. On June 12th ******* ****** the owner of the gite wrote me another email stating the again, Peugeot would not allow any driver to return the car. I feel that Kemwel should have never given me this false information and if they had told me that there was no possible way for any other driver than myself to return it, I would have had the car returned immediately another way. The car was returned June 15th by Peugeot at a cost of 150Euros. I expected to pay for the car to be returned but there was no customer service in France with the numbers that Kemwel provided and Kemwel should of checked before saying that I could write an authorization allowing the car to be driven by someone else which delayed the car being returned. They shouldn't give out information if it is not 100% correct.
Desired Settlement: I would like to be reimbused for the unused days beginning June 1 - 14. Peugeot has given me a total of $279.87 for 16 days starting June 15. The contract stipulates a 16% charge for insurance costs that are not refundable. I paid a total of $3,056.33 from April 1 - June 30. I would also like $50 for the multiple calls to France that were not necessary.
Dear Ms. *******,
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********
I appreciate the additional $50 for the telephone calls but I was given false information on June 1st which delayed my returning the car. Kemwel gave me 16 days of reimbursement but should have the additional 14 days from 6/1 - 6/14.
*** ***** *******
Ms ******* made a reservation, through Kemwel, for a compact Peugeot vehicle to be leased for 91 days starting on 01 April.
Better Business Bureau:
Liz Woods Sanders
BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.