Are You the Business Owner of Kemwel?
If yes, click here to learn about BBB Accreditation.
This Business is not BBB accredited
Phone: (207) 842-2285 Fax: (877) 227-7587 39 Commercial St, Portland, ME 04101
BBB Business Reviews may not be reproduced for sales or promotional purposes.
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.
View Business Review Inquiries
This business is not BBB accredited.
Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.
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
What is a BBB Business Review?
We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.
About BBB Business Review Content & Services:
Some Better Business Bureaus offer additional content & services in BBB Business Reviews.
The additional content & services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release.
Not all enhanced content & services are available at all Better Business Bureaus.
Types of Complaints Handled by BBB
BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:
- Advertising or Sales
- Billing or Collection
- Problems with Products or Services
- Guarantee or Warranty
We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.
BBB Complaint Process
Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
What is BBB Advertising Review?
BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.
What government actions does BBB report on?
BBB reports on known significant government actions involving business' marketplace conduct.
BBB Reporting Policy
As a matter of policy, BBB does not endorse any product, service or business.
BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.
BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
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.
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.
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