Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently rented a car and upon returning vehicle the gas tank had a malfunction, I could not get gas so I contacted support and let them know, they told me I was good to drive. As I was worried about the gas tank not opening I waited to get some assistance. I still made it the car lot at 9:40 & my drop off time was 6:30pm , Im being charged for 4 hours late when its really 3 and now they trying to change the policy through text messages. Telling me if I would have returned by 9:30 , it wouldnt be a 100 dollar fee. Im also having a problem with getting my purse back from that night and as per the policy for left items . It seems no one cares and Ill never get that back. You would think dealing with a malfunctioning car would result in some sort of better customer service but they find ways to charge you excessively for anything.

  Business Response

  Date: 05/22/2025

  We sincerely apologize for the experience you had during your recent rental. A gas tank door malfunction is certainly not something that should occur, and due to this issue, we have waived the fuel charge, as the vehicle was returned empty.
  Regarding the late fee, your return was recorded at 3 hours and 10 minutes past the scheduled time. Since surpassing the 3-hour ***** our system automatically moves the charge into the 4-hour bracket. However, as a goodwill gesture in light of the inconvenience you experienced, we have waived the late fee. Lastly, regarding the item you left behind after your reservation, we initially advised that you could return to the lot, where the KINTO support team could remotely unlock the vehicle. However, the support team also recommended waiting for our ground support team to respond, as the vehicle may have been locked in the shop for repairs. After a couple of days, our team successfully recovered your lost item and provided you with a secure location for pickup. Again, we sincerely apologize for the difficulties you encountered during your rental and while communicating with our customer support team. Please know that we are committed to improving this process, and we hope to have the opportunity to serve you again in the future. We also hope that the goodwill provided helps make the situation whole and that you continue to use our service.

• Initial Complaint

  Date:12/09/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is a vehical rental company for rideshare drivers. The process is to rent the car online, pay, and they give you the make, model, color and license plate. All business is conducted through your mobile phone. There is no deposit required and cars are usually available the same day. You are responsible for gas and tolls. You can only reach customer service via SMS text. There is no physical contact with a person. You unlock and lock the car with your phone. The cars are frequently needing maintenance and I have been charged taxes for tolls. The reason I use this company is because they usally have gas cars ready and other companies only have EV or hybrid cars.The last time I rented a vehicle I was charged and exhorbitant fee for "stains". They charged my debit card $175 which overdrafted my bank account and, since I had to return the car, I have no way to bring my account current. I texted them to dispute the charges because I checked the car carefully before closing the rental. When I asked them to send me pictures, I discovered that the so-called stains were actually water stains because it was raining heavily when I returned the car and there was no way to avoid the side of the seat from getting wet when the door was opened. I was told that the decision was final and there is no recourse or consideration that will be extended. The corporate office is located in ***** so it is impossible for me to take this to a higher level.

  Business Response

  Date: 12/11/2024

  KINTO is a contactless carshare service. We do not have attendants at our lots but offer 24/7 customer support with live agents via text and phone call. As part of our service, we provide clean vehicles, and our customers are responsible for returning the vehicle in the same condition as part of our terms of service. After further review, the cleaning charges was assessed not due to the water; but the vehicle being returned in a visibly dirty state. Due to the dirty state our onsite support is required to clean the vehicle back to original carshare condition. The vehicle did not require a full detail and was only charged $50 for the cleaning service, the customer was refunded $100. 

• Initial Complaint

  Date:11/15/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been renting vehicles from KINTO Car rental for about a month as my car was totaled in an accident. I have been given vehicles with bad tires, expired vehicle registration plates, and no spare tire. As a Urber driver I dont have a lot of income to take of the above issues myself.I have had to constantly put air in tires, text this company about giving me a vehicle with expired license plates and no spare tire in the trunk of vehicle. Been charged excessively for vehicle returned full and told vehicle was empty by a computer remote, and charged $1,000 for a flat tire not authorize on my bank account. My bank account has been overdrawn by KINTO on numerous occasions with these incorrect charges and wouldnt replace vehicles with all these issues

  Business Response

  Date: 11/22/2024

  Reservation Start Date: 11/09/2024 10:56 AM
  Reservation End Date: 11/16/2024 10:30 AM
  Reservation ended: 11/14/2024 9:27 PM
  Customer reported flat tire 11/14/2024 4:52 PM. A flat tire during the reservation is the customer's responsibility.
  Car did not have a spare, couldn't order the tow with the lot closing. 
  Tow order next day and picked up and delivered 11/15/2024.
  KINTO received customer's escalation ticket #****** on 11/15/2024.  At the time of escalation the vehicle was still in route back to the home lot.  
  The BBB compliant was sent on 11/15/2024
  Placing a $1K insurance deductible hold is standard policy when an accident or damage was report. We removed the $1k shortly after, and instruct the customer we would add the tire cost onto his invoice once the estimate was received.  We would notify the customer when the charge was being added.  The team just recently added the charge of $151.11 (11/21/2024).  
   
  Customer Compliant Notes:
  "Bad tires"- we believe this is related to the flat tire he received.  
  "Expired vehicle registration plates" - Registration was not expired.  We had valid documents.  
  "Charged excessively for vehicle returned full [fuel] and told vehicle was empty by a computer remote" - Reservation #******, customer's own picture of the dashboard shows the fuel below F.   
  "Charged $1,000 for a flat tire not authorize on my bank account" - customer already received a refund. 

• Initial Complaint

  Date:10/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So I rented a car through KINTO RENTALS to drive for **** I drove 1 hour and 27 minutes to pick the car up. I paid ****** for the whole week of rental but the tire on the car blew out the next morning with a passenger in the car the only communication to KINTO is through text I informed the person I was texting to customer service that the car was shaking in the front he told me to bring the car in I was in the middle of dropping my passenger off I told him I would bring it in soon as I drop my rider off but the tire blew out so the passenger has to call **** to get to work from where the tire blew out at on a ******* parking lot is where I had to pullover to I sat in the parking lot 4 hours waiting on roadside they never showed ******* tire repair changed my tire because I sat in the parking lot so long KINTO told me to bring the car in I drove 58 minute on a dummy tire I was stuck dropping the car off at the Toyota place 2hours I had no way home I was 1 hour and 27 minutes from my home they wouldnt get me a **** home and they took my money and refusing to refund me back they are saying I owe 1170 for a 1 day rental which I still clearly dont understand their charging ************************************************************************************************************************************ to not stop to take car straight their I get there customer service office was closed after sitting in the car lot waiting on roadside I get it ****** and their closed is absurd and disturbing

  Business Response

  Date: 10/18/2024

  Customer reservation started on 10/11/2024 at 12:30PM. The customer picked up the vehicle on 10/11/2024 at 2:34PM. The customer first contacted us regarding vehicle issues on 10/12/2024 at 8:24 AM (Ticket #******). Customer stated the car needs maintenance, the back tire makes noises, and the brakes squeaks while backing up. Customer asked about switching the car, the agent gives her the options of switching; however, the cars available that day are more expensive.Customer then states that she is comfortable keeping the car and will wait until something else becomes available. At 10:49 AM 10/12/2024, customer reached out stating: My tire has busted Im stuck. She asked about switching,we give her additional information on pricing and logistics. We then order roadside assistance. We explain to the customer the fee associated with the flat tire, and that it must be settled prior to booking another reservation.The agent informs the customer that we will further investigate the issue but cannot commit to a time just yet. The customer then requested a refund for the unused days. She informed us that her son is on the way to change the tire because she doesnt want to wait. This is at 1:01PM, 10/12/2024. During this correspondence,******* tire center helped the customer change into a spare. ******************** canceled the roadside request. Customer returned the car and wanted to know how long before her refund. The team informed her they couldnt provide an exact date, but a ticket has been created (this is on Saturday, outside of normal business hours).Customer followed up Monday but filed a ******************** complaint shortly after, before we could respond within a reasonable time and finish our inspection of the vehicle.
  Since the complaint, KINTO has completed our investigation.We have removed the $1000 damage  fee and refunded the customer the full reservation amount.

  Customer Answer

  Date: 10/19/2024

   
  Complaint: 22429105
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:08/01/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented an SUV from KINTO for **** use as Im an **** driver. Car had several issues. 1- A hole on the hood 2Smell 3- stained and dirty seats 4- Other cosmetic scratches I informed the company with pictures. They said they had no other cars. So I kept the car. We had a rainy week in ******* and while driving the car I experienced a high pitch whistling sound from the whole. Many customers complained and gave me low reviews. Many customers complained about stained seats and one of them refused the ride. At the end of my rental I asked for refund or partial refund it was refused.

  Business Response

  Date: 08/12/2024

  The customer reported the hole in the hood and minor stains on the seat; they never informed us of a smell. When the customer initially reported the dirty seats, we offered a $12 reimbursement for cleaning the car. We noted the damage on the hood. The customer has requested a full refund, but the customer did utilize the vehicle for an entire week. KINTO will offer the customer $150 in ******************** driving credits for a future reservation. We will not provide additional goodwill assistance. 

• Initial Complaint

  Date:07/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  During this past week Ive checked in the business multiple times about exchanging this car as it has a bad tire that leaks air I even offered to pay the price difference if it was more expensive and no one was able to help me the only thing I was offered was to return the car early but I need a car as right now its my only form of transportation and my only way of taking my son to school and working. I felt unsafe having to refill the tire at least twice a day, and really was not able to work as much as I needed to. The company has always been a great and always have met or exceeded my expectations and I want to continue to do business with them, but I feel that I am do a credit on my account to make it right as I have been a loyal customer and plan on being one. The only solutions they offered me was to return the car but then I would have no car to make a living. Even though they had other cars on the lot that I was willing to pay price difference. They also never just offered to fix the tire at any point and are unwilling to at least give me some kind of credit for having to drive an unsafe car all week.

  Business Response

  Date: 07/19/2024

  The customer reached out to our dedicated customer support team on 7/03/2024, expressing concern about the tire pressure issue.  Our team, unwavering in our commitment to providing the best service, explained the situation and offered a refund upon the car's return.  We understand that the communication about the switch could have been clearer, and we value the customer's understanding in this matter.  The customer chose to keep the car, and over the next two weeks, he drove over ***** miles, resulting in an outstanding balance for the mileage overage.  
  
  The customer states, "The only solution they offered me was to return the car, but then I would have no car to make a living." We understand the customer's predicament and have offered many times to refund him. We explained that we would refund it back in KINTO credit so he could book another vehicle immediately once the vehicle was returned.
  
  
  Action: The team will waive the mileage overage. The customer had the car for the entire rental period, and we will not refund the rate paid. Please note that the customer had the vehicle for over a week before he reported the issue.  

• Initial Complaint

  Date:01/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Email communication with Kinto Hello Kinto Please refer to the text communication from dates of 1/5/2024 - 1/13/2024 it details why I was not able to drop the vehicle off. on 1/12/2024 I could not extend the vehicle until 1/21/2024. On 1/13/2024 I was locked out of the vehicle during a text conversation with a Kinto support team.I paid for 7 days to utilize the vehicle and was ripped off 2 in a half of those seven day's, due to Kinto not doing their job by uploading the rental onto my platform. I loss a lot of money and time trying to get the vehicle onto my Uber platform. Kinto was not able to accommodate me during the day's I could not properly earn income. Also I gave my word that I would return the rental at the end of my seven day's paid.Sorry for the inconvenience, but I will not be made available to any fee's incurred by the Kinto support team causing me loss of earnings and ripping me off.

  Business Response

  Date: 02/02/2024

  Customer communication came in at 3:17 PM on 1.5.24 requesting to switch cars because the brakes were dragging the ground and there was a foul smell. Once the vehicle was returned the same day as pick-up, we inspected it, and an extensive cleaning to remove the odor and brake repair was completed. Once the customer returned the car, the ******************** customer support team worked to switch her to another vehicle. The process did take from 4:19 PM to 5:29 PM. She ended the reservation, and we refunded her in KINTO credits so she could immediately book another car. She booked a car at another lot, and we offered to pay for an Uber ride to that location. As we were talking to her, we got her into a car at the location she was already at, and an Uber ride was not required. That conversation ended at **** PM on 1.5.24. The customer reached out on ****** at 1:21 PM to add the vehicle to her Uber account. We successfully added the car to her Uber account within 4 minutes. She then wanted to extend for an additional three days, but KINTO weekly rentals can only be extended on a weekly basis. She stated, "My payment is due Wednesday. That's not enough time to get the payment". We instructed her that the car must be returned at the scheduled return time or late fees would be applied and we would tow the vehicle back to the location if she did not return it.

  
  Regarding her comment about connecting the vehicle to her Uber account, we were unaware that she would use the car for Uber driving, and the customer assumed we would do it when her switch was completed. We asked her if she told us to add it, and she said no, and she was talking with ****. Our rep responded, "The reason why your Uber account has not been added to your account is because you were not able to ask us to do it for you, and the issue has been ongoing for days, but now is the only time that you have contacted us regarding it." The conversation ended there, and then she asked for staff earlier in the day. The following communication came on 1.13.24 after the car was already late. The customer refused to see the car because she was getting what she had paid for. After a lot of back and forth, she communicated that we did not connect the vehicle. We did disconnect access to the vehicle as she was late and refused to return the car. We then granted her access, and she stated she would return it two days late. 
   
  An escalation was sent to the manager. Who compensated her one-day rental and removed the suspension so she could extend the reservation, but the late fees would apply. On January 13th at 12:04 PM, she said she was blocking us and then was nonresponsive. The vehicle had to be towed back to our location on January 15th. This customer will not receive any additional reimbursement from KINTO due to not following the Terms of Service she agreed to when renting the vehicle and not returning the vehicle at the time it was due back. 

• Initial Complaint

  Date:06/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The nature of this complaint is for illegitimate / fraudulent charges, deceptive business practices, unsafe business practices:Background: I have rented from this company since January of this year. I have spent between **** and over **** per month to rent from them. They have damaged me financially many times. In February they billed me an extra 400 dollars for toll fees ALL AT ONCE although I didn't accrue them ALL AT ONCE. They don't care if this cripples you financially and there is no warning. They rented an unsafe vehicle but refused to replace it and most recently have tried to fleece me an extra $315 this week for "low fuel" and "dirty car" These charges are 165 and 150 respectively. I immediately disputed each of them when they came in. I told them that I have ALWAYS had to fill the car up myself and only this last time did I see a mention of filling the tank. This means I would be paying for SOMEONE ELSES EXPENSIVE GAS WHEN I NEVER RECIEVED ANY FROM A PREVIOUS RENTER. I asked them to please review the rentals I have had as Kinto has access to the car digitally at all times so they will be able to SEE that I never had a full car. Additionally, this car had over a 1/4 of a tank. It would have cost ***** dollars to fill it anyway, not 165. I never received any notice they were now requiring filling the tank. The second charge came 5 DAYS AFTER I returned my vehicle and they said it was for a dirty car. Mind you, the driver only gets an $11 dollar credit for getting it washed and MY CAR WAS NOT DIRTY. I have a membership at Carnation where I drive through the wash EVERYDAY and vacuum the seats and floors. The person who reported it dirty 5 DAYS LATER sent two very close up pictures of dust on the handle and some in the cup holder. Two of the other photos showed no dirt at all just a watermark on the fabric that had already been there. They did not have any larger photos of the car because that would show it was actually clean.

• Initial Complaint

  Date:05/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Kinto Car Share is accusing me of causing damage to a car upon return. Despite providing video proof that showed no damage to the car when it was returned, they stated they could not accept it, arguing they did not know when the video was taken. However, I could level the same accusation at them; how am I to know when their images were taken? They could be old images, taken even before I rented the car I've provided side by side comparison of there image on the left in the video on the right that I taken showing the image don't line up with the vehicle I rented from them.