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:11/12/2023

  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.

  On July 18 I made a car rental reservation with ********* and the amount of $437.66 was paid. Fast forward to October 21 I fly to ***** and arrive at the car rental agency. My card is declined three times and I am denied my rental. I am told the system locks you out after three attempts and will have to come back the next day to pick up the car. I respond with j am leaving the state upon picking up my rental and cannot wait. I ask if there is anything that can be done and am told no. I was not offered to make another rental and cancel and refund the old one, nothing. So I proceed to another rental agency where I am able to rent a car successfully. My initial thoughts on ********* payment process is what kind of company only allows your card to be ran three times? That method is literally setting up customers to be ripped off. Especially knowing people cards can have issues during traveling. I have been told by the company there will be no refund and Im highly upset. Im more upset about not being able to rent the car we initially set out to rent. We had a ****** four runner set up to rent which was highly anticipated. We were doing outdoor activities for our trip and that car for the lifestyle of our trip. Instead we ended up having to get a Corolla from the other agency. I would like a refund not a credit. I do not have plans on renting from this agency again after this experience therefore a credit is useless to me.

  Business Response

  Date: 11/21/2023

  Dear ****,
  
  We sincerely apologize for any inconvenience this rental may have caused. Your satisfaction is our priority, and we take your feedback very seriously. I am sorry to hear that you could not proceed with the rental, however we would like to inform you that, in accordance with our established Terms of Service, we are unable to provide refunds for the No Show reservations.
  After an investigation with our team, we can see that the main driver failed to provide the credit card with enough funds for the security deposit. We understand that there might be issues with the credit card at the counter, however per our policy if you fail to provide a credit card in the main driver's name with enough funds to cover the deposit it is considered a No-Show, and we cannot issue any refund in this case.
  We apologize, however we are not able to refund reservations that are considered as a no show. Despite the fact the reservation was not used, we will still have to cover the booking and marketing fees, and finance our customer service team who is taking care of your reservation. You have accepted the offered rental credit for future bookings through Wisecars, and we have already applied it to your account. Please note, the rental credit applied to your account expires in 2 years if not used.
  We sincerely apologize for any inconvenience caused, and you can always contact our customer support team at ************************** for any assistance.
  
  Regards,
  ****** from Wisecars
  
  

• Initial Complaint

  Date:11/09/2023

  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 reserved a vehicle in *******, ** from Wisecars for September 3rd, 2023. The reservation price was to be $356.57. About 8 hours before my intended pick up time, I requested confirmation for the reservation and let them know I had documentation proving my name (my marriage certificate) as the name on my license is my maiden name (also the name on my credit card that was charged.). They let me know ahead of time they would be refusing my rental but would be charging me anyway because it was within their 48 hours window. I did NOT want my reservation canceled. I only wanted them to accept my marriage certificate, or any of the other documentation I have on me to prove my last name, but they refused. They followed up the day after my original reservation and then asked me if I picked up the vehicle. This alone made it seem like they had the option to actually rent the vehicle I requested out to me. I asked if that had still been an option and they said no. Still so confused by this. I am upset they charged me for a service they refused to give me.

  Business Response

  Date: 11/10/2023

  Dear *******,
  We sincerely apologize for any inconvenience this rental may have caused. Your satisfaction is our priority, and we take your feedback very seriously. I am sorry to hear that you could not proceed with the rental, however we would like to inform you that, in accordance with our established Terms of Service, we are unable to provide refunds for the No Show reservations.
  After an investigation with our team, we can see that the main drivers name on the reservation does not match the name on the drivers license. We always make sure any essential information is stated before proceeding with the payment, so we can avoid situations like this, but we understand that some people may not be aware of the documents they need.
  We are sorry for the inconvenience, however that this requirement was already stated on the Suppliers Terms and Conditions you accept to make this booking. Please note that it is your responsibility to make sure that you have all the necessary documentation, that your Driving Licence is valid in your intended rental country. The supplier requires all the documents to be in the main drivers name. 
  Unfortunately, your case is considered a No-Show if you fail to present the necessary documents as per the Supplier Terms and Conditions. We are also charged for this reservation by the car rental company if not canceled 48h prior to the pick-up. 
  We sincerely apologize for any confusion, however we are not able to refund reservations that are considered as a no show. 
  We sincerely apologize for any inconvenience caused.
  Regards, 
  ****** from Wisecars
  

• Initial Complaint

  Date:11/07/2023

  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.

   
  Complaint: 20839835
  
  I am rejecting this response because: the company did not specify the unacceptance of debit cards either in the confirmation email or in their Terms of Service. While the words "credit card" appear in the terms, nowhere does it specify that debit cards are not accepted. The word "debit" does not appear anywhere in the text. Also, debit cards can function as a credit card and those terms are used interchangeably by most people. Wisecars maintains that the "no debit" policy is included in the voucher email. I never saw that email and do not have a copy of it. Even if I had received that email, having no prior knowledge of the "no debit" card policy, I would not have had time to apply for and receive a credit card before the reserved pickup time. I maintain that due to the lack of communication regarding the "no debit card" policy, I am due a refund. I have attached a copy of the confirmation email and the Terms of Service to this complaint. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 11/08/2023

  Dear ********,
  
  Thank you for taking the time to reach out to us!
  
  We sincerely apologize for any inconvenience this rental may have caused. Your satisfaction is our priority, and we take your feedback very seriously.
  
  After an investigation with our team, we can see that you didnt have a credit card. We always make sure any essential information is stated before proceeding with the payment, so we can avoid situations like this, but we understand that some people may not be aware of the documents they need.
  We are sorry for the inconvenience, however that this requirement was already stated on the main page of the offer, as well as on the Suppliers Terms and Conditions you accept to make this booking. I can also see that an Important Information email was sent to remind you about this.
  
  Unfortunately, your case is considered a No-Show if you fail to present the necessary documents as per the Supplier Terms and Conditions. We are also charged for this reservation by the car rental company if not canceled 48h prior to the pick-up.
  
  We sincerely apologize for any misunderstanding, however the most we can offer you is a rental credit of 50% of the pre-paid amount for the future bookings through Wisecars. Despite the fact the reservation was not used, we will still have to cover the booking and marketing fees, finance our customer service team who is taking care of your reservation. If you accept the rental credit, please contact us at *********************************** and we will be glad to apply the rental credit to your account.
  
  We sincerely apologize for any inconvenience caused.

  
  Regards, 
  ****** from Wisecars

  
  

  Business Response

  Date: 11/14/2023

  Dear ********,

  Thank you for taking the time to reach out to us again!
  We sincerely apologize for any inconvenience this rental may have caused. Your satisfaction is our priority, and we take your feedback very seriously.

  After a full investigation into the circumstances and after reviewing the terms and conditions, I can see that it is stated under the "Required Documents" section of the Terms and Conditions that a credit card will be required. It is also stated that credit card deposits are accepted. Debit card deposits are not accepted. We always make sure any essential information is stated before proceeding with the payment, so we can avoid situations like this. You agreed to the terms and conditions of the supplier and to the terms of service of Wisecars before making a payment for this reservation. 

  We sincerely apologize for any misunderstanding once again, however we are not able to issue any refund for this reservation as we still have to cover expenses regarding this reservation. We can only offer you a rental credit as a gesture of goodwill, as we do not refund the unused reservations. If you accept the rental credit, please contact us at *********************************** and we will be glad to apply the rental credit to your account.

  We sincerely apologize for any inconvenience caused.

  Regards, 
  ****** from Wisecars

  
  

  Business Response

  Date: 11/29/2023

  Dear ********,
  Thank you for taking the time to contact us again, although I am truly sorry to hear about your recent experience. It is disappointing to learn that your car rental experience with Fox did not meet your expectations.
  I would like to express my sincerest apologies for the inconvenience you have faced during your rental. Your satisfaction is of utmost importance to us, and we take situations like this seriously.
  We would like to note that we are an international car rental broker, and we offer a price comparison of major and independent car rental suppliers around the world! We cooperate with such well known brands as ***** Dollar, Budget, Thrifty, Sixt, Hertz, Fox and others. Furthermore, we carefully choose our partners and monitor their quality. 
  Most suppliers require a credit card in the main drivers name for the security deposit, and this requirement is stated in the suppliers Terms and Conditions which you agreed to before proceeding to payment. Unfortunately, if you fail to present a credit card at the counter, then your reservation is considered as a No Show even if you were physically present at the time of pick up. 
  We understand that you prepaid a certain amount using a debit card, however the supplier requires a credit card for the security deposit. We sincerely apologize for any inconvenience, however we are not able to refund reservations that are considered as a no show. Despite the fact the reservation was not used, we will still have to cover the booking and marketing fees, finance our customer service team who is taking care of your reservation.  We have already applied a rental credit to your account, and that is the most we can do in this situation. 
  We sincerely apologize for any inconvenience caused.
  Regards, 
  ****** from Wisecars
  

  Customer Answer

  Date: 11/29/2023

   
  Complaint: 20839835
  
  I am rejecting this response because: the information should have been very evident in the confirmation and on the website. The Fox representative actually tried to help us but was unable to find that information on the website or obtain any help from your representative. After multiple attempts at negotiating a solution, I am still out of around $800 ($500 deposit for the rental plus the increased price of renting from another company last minute). The only compensation offered was a partial credit for **************. I am very unlikely to use any credit considering the very poor customer service I have experienced.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 11/30/2023

  Dear ********,
  We sincerely apologize for any inconvenience this rental may have caused. Your satisfaction is our priority, and we take your feedback very seriously.
  We would like to apologize for the whole inconvenience however to make a reservation on our webpage, you must agree to both Wisecars Terms of Service and the Car rental company's Terms and Conditions. All the information regarding the required documents is stated in the Terms and Conditions of the rental company you have a reservation with. We also provide you with a paragraph of the most important information from the Terms and Conditions in the email sent to you shortly after making a reservation. 
  We regret to inform you that, in accordance with our established Terms of Service, we are unable to provide refunds for no show reservations. We want to note that even if your reservation goes unused, we still have to cover expenses connected with each reservation. If, for example, a missed pickup is due to a mistake or oversight on the customer's part, it becomes challenging for us to intervene effectively. In such cases, we encourage all customers to double-check their booking details and adhere to the agreed-upon terms to ensure a smooth rental experience. The most we could do is to offer you a rental credit for the future bookings that we hope will meet your expectations. 
  Your satisfaction is our priority, and we sincerely apologize for any inconvenience caused; however, we are not able to refund reservations that are considered no show. 
  We sincerely apologize for any inconvenience caused.
  Regards, 
  ****** from Wisecars
  

  Customer Answer

  Date: 11/30/2023

   
  Complaint: 20839835
  
  I am rejecting this response because: my complaint is that no form of assistance was offered at the time of inconvenience, whether that was in the form of a refund or offering to transfer my reservation to a different company that would accept the form of payment I had. The partial rental credit was only offered after multiple attempts at negotiation and therefore did not help at the time. It would not have been offered at all if complaints had not been made and will not be used due to the utter lack of service. I understand this is a business but to keep all my deposit when I in good faith rented a vehicle and showed up to get it is unacceptable. I was left with no options and had to scramble to find another source. A good company would have tried to help. 
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 11/14/2023

   
  Complaint: 20839835
  
  I am rejecting this response because: I did actually pay for the deposit with a debit card. The only amount owed was for a small balance. And since I did pay for the deposit and was refused the rental, even though I showed up to get the car, at least a partial refund is owed. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:10/29/2023

  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.

   
  Complaint: 20796130
  
  I am rejecting this response because: Wise Car claimed they paid the ******************* but Dollar, the car rental company claimed they received the money.  The payment proof should be presented to us.  
  
  Sincerely,
  
  ***********me they couldn't refund to me because my friend didn't have a credit card but they ignored that service was never performed and they didn't even **********. Later, a younger guy told me that they already paid Dollar. I told them I need the proof of payment, he told me to email their customer support to request that. I emailed on the same day, but received another declined message, still they could not refund to me and also they could not provide any contract information and documentation regarding their company and the suppliers. My friend didn't have a credit card for security deposit but other method for security was also declined by the rental car company. Wisecars has classified this as no-show. It is NOT no-show. My friend went there and ended up spending a lot more to rent from Enterprise Car. It is ridiculous, first time, that I paid a few hundreds to an online company with nothing to get.

  Business Response

  Date: 10/31/2023

  Dear ***,
  We sincerely apologize for any inconvenience this rental may have caused. Your satisfaction is our priority, and we take your feedback very seriously. I am sorry to hear that you could not proceed with the rental, however we would like to inform you that, in accordance with our established Terms of Service, we are unable to provide refunds for the No Show reservations.
  After an investigation with our team, we can see that the main driver didnt have a credit card for the security deposit. We always make sure any essential information is stated before proceeding with the payment, so we can avoid situations like this, but we understand that some people may not be aware of the documents they need.
  We are sorry for the inconvenience, however that this requirement was already stated on the main page of the offer, as well as on the Suppliers Terms and Conditions you accept to make this booking. I can also see that an Important Information email was sent to remind you about this. 
  Unfortunately, your case is considered a No-Show if you fail to present the necessary documents as per the Supplier Terms and Conditions. We are also charged for this reservation by the car rental company if not canceled 48h prior to the pick-up. 
  We sincerely apologize for any inconvenience however we are not able to refund reservations that are considered as a no show. 
  We sincerely apologize for any inconvenience caused.
  Regards, 
  ****** from Wisecars
  
  

  Business Response

  Date: 11/09/2023

  Dear ***,

  We appreciate you taking the time to reach out to us again. I am sorry to hear that you had such a negative experience with this rental. I assure you this is not the standard situation for us, and we are very displeased to find out about this. 
  After a review of your case, we can see that the main driver didnt have a credit card for the security deposit. Unfortunately, your case is considered a No-Show if you fail to present the necessary documents as per the Supplier Terms and Conditions. Wisecars is also charged for this reservation by the car rental company if not canceled 48h prior to the pick-up.
  Despite the fact the reservation was not used, we will still have to cover the booking and marketing fees, and finance our customer service team who is taking care of your reservation. With such a supplier as Dollar, we are also charged No Show fees that is the full pre-paid amount. These fees are established according to our agreement with the supplier. 
  We sincerely apologize for any inconvenience, however we are bound by contractual agreements that prevent us from disclosing specific details about the fees we pay to our partners. We understand that transparency is important, and we strive to provide you with as much information as we can within the constraints of our agreements.
  We sincerely apologize for any inconvenience caused, and you can always contact our customer support team at ************************** for any assistance. 

  
  Regards, 
  ****** from Wisecars
  

  
  

• Initial Complaint

  Date:10/16/2023

  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 am requesting partial reimbursement of approximately US$200 relative to charges by Wisecars/Fox in rental agreement SAN-******* (Wisecars code FFX03E68EB), which I consider unfair and inadequate.The agreement was a 7-day car rental from ********* to *** (Oct 7 to 14), which was supposed to cost US$468 but had a total cost of US$833. Of this difference, I accept the *** charge, which was my voluntary decision (US$181.93+tax), while disagree with the remainder.PROBLEM 1 At the time of pick up, I was obliged to purchase roadside assist and rental liability insurances (US$48.93+99.75 + taxes). This was NEVER disclosed when I purchased ****************** through Kayak and Wisecars. A mandatory fee should be either included in price or disclosed to consumer prior to us making this rental decision.I was very upset and tried to reach out to your support (call log is attached) to potentially cancel the rental given different conditions and rent another car from another company. After a 15 min wait (call log attached), there was a voice message that your support was no longer available and that I should leave a voice mail! So, I had no option but to take the car from Fox, as I feared otherwise my initial deposit to Wisecard might not be refunded.PROBLEM 2 Higher charge vs. what was indicated in voucher.Voucher indicated US$203.34 due at pickup (see backup). Excluding additional insurance, I was charged a higher amount (~US$250?). I cannot exactly reconcile the difference given tax is not broken down by lines. There is an $80 drop charge fee which seems be undue given this was already the initial premise of the rental I attach to this message the call log and backups for the Booking Summary (****** due at pick-up) and what was effectively charged at pick-up (579.89)I contacted support (*******), to no avail.

  Business Response

  Date: 11/04/2023

  Dear *******,
  We appreciate you taking the time to reach out to us. I am sorry to hear that you had such a negative experience with this rental. I assure you this is not the standard situation for us, and we are very displeased to find out about this. 
  After an investigation with our team, we can see that you have added some extra products to the rental agreement at the counter and those are Loss Damage Waiver, *************************** Roadside Assistance. Further to this, the concession recovery fee and the tax have been increased as a result. We would also like to mention that your reservation did not include any insurance, and we changed you for the vehicle itself. The amount you paid us is a part of the payment, and it is usually not displayed in the rental agreement of the supplier. 
  We sincerely apologize for any inconvenience however once the rental agreement is signed, these charges are not subject to a refund, as in previous cases the suppliers generally do not accept a refund for purchased optional extras. We would also like to note that in the Terms and Conditions of the supplier it is stated that if you wish to waive similar coverage offered by the Supplier, you may need to present written proof of coverage from the insurance provider. 
  We apologize that you did not manage to reach out to our customer support. We provide support 24 hours a day however due to the huge amount of calls, there might be a long hold queue. However, we would also like to remind you that we can cancel the reservation with the full refund only up to 48 hours before pick up time. 
  We understand the importance of transparency when it comes to charges, and we want to ensure that our customers have a clear understanding of what they are being billed for. We believe in providing you with detailed and accurate information regarding our services.
  We sincerely apologize for any misunderstanding, and you can always contact our customer support team at ************************** for any assistance. 
  Regards,
  ****** from Wisecars
  
  

• Initial Complaint

  Date:10/09/2023

  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.

  Tried renting a car through ******* took all my information and the funds where immediately taken from my bank account. When I got to the rental location wad told that there didn't rent to locals and they didn't have any cars. Tried getting a refund from ******* to nit receiving anything but the run around. Was told that they couldn't give me a refund. This happened August 7th a month ago.

  Business Response

  Date: 10/20/2023

  Dear ******,
  

  We sincerely apologize for any inconvenience this rental may have caused, and I am sorry to hear that you could not proceed with the rental. Your satisfaction is our priority, and we take your feedback very seriously.
  
  After an investigation with our team, we can see that this reservation was not used, and since no rental agreement was generated, the supplier confirmed a no-show case. We are sorry for the inconvenience; however, we would like to inform you that, in accordance with our established Terms of Service, we are unable to provide refunds for the No Show reservations.
  Unfortunately, your case is considered a No-Show if you fail to collect the vehicle or present the necessary documents as per the Supplier Terms and Conditions. Despite the fact that the reservation was not used, we will still have to cover the booking and marketing fees and finance our customer service team, which is taking care of your reservation.  
  We are truly sorry for any frustration this situation may have caused you; however, no refund is possible in this case. Thank you for your understanding, and we appreciate your business. 
  
  Regards, 
  ****** from Wisecars

• Initial Complaint

  Date:10/05/2023

  Type:Product 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.

   
  Complaint: 20701169
  
  I am rejecting this response because:

  This is their standard response to the many complaints they have for the same issue so clearly the system is broken.  ******* telling me over and over to get proof from Thrifty that there was no car for me to pick up or that they had contacted Thrifty to no avail and therefore could not help was not a solution.  When i asked to have the situation elevated I was told that could not happen and they were more than happy to not resolve the issue knowing that I had very little recourse.  ******* took my money, Thrifty did not.  When i offered what proof I had, they said it was not enough.  I reiterated to them that I called ******* immediately after leaving the Thrifty counter (as was instructed) to tell them what happened and was told on the phone that night that it was all I need to do to start a refund,and had proof that I had to pay twice as much that same night to secure another rental, no one at ******* wanted to hear that.  Why would I do these two things if I was lying about cars not be available.  I understand policy and procedure, but the inability to work around those things or elevate it despite my many, many attempts and pleas is unacceptable and thus the reason for my complaints!

  
  
  Sincerely,
  
  ***********************

  d that I must have proof such as a photo of myself waiting in line and not getting a car. The ridiculousness of that is unbelievable. The last two times I called I asked to talk to a manager and to find out how I can get issue escalated to resolve and have been told "the person who handles these issues" does not respond via phone and can only go ahead and submit another email, although they would not give me anyones specific email address. I just cant believe they can get away with this and I just dont know what else to do. I can send copies of reservation confirmation, bank statement with charges, email correspondence between ******* and myself - whatever you need,

  Business Response

  Date: 10/18/2023

  Dear ****,
  Thank you for taking the time to reach out to us!
  We sincerely apologize for the extremely frustrating experience you had with your car rental. We are sorry that the supplier was not able to provide you with the car you originally booked through us. We carefully choose our partners and monitor their quality. However, with franchise companies like Thrifty, the quality can vary from location to location. We take all feedback seriously and if we notice a pattern of issues, we remove the location from our list.
  We want to assure you that your case is currently being investigated, and we sincerely apologize for the extended time it was taking to resolve the issue with your reservation. The reason for it is that we have a specialized team dedicated to handling supplier-related matters directly. Once we have the confirmation from the supplier, we will get back to you.
  We genuinely regret any inconvenience this may cause, and we sincerely hope for a swift and satisfactory resolution with the supplier.
  We sincerely apologize for any inconvenience caused.
  Regards,
  ****** from Wisecars
  
  

• Initial Complaint

  Date:10/03/2023

  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.

   
  Complaint: 20694243
  
  I am rejecting this response because:

  The Explanation offered by wisecars is not legitimate.  If you prepay an amount on any item it is always listed on the receipt as a deduction which in this case is not listed anywhere on the Dollar rental bill.  You said I paid you for the car rental well I did not receive that car rental because they did not have the car type available at arrival so I had to get a different car which I paid completely to Dollar for the different vehicle than I paid your company for.  If that money would have been applied to my rental it would have reflected on the Dollar receipt after my return.  It was not so again you have stolen my money and your garbage explanation about this not being a refundable amount is complete bs.  Everything paid for can be refunded and you stole my money so I have every right to get this back.  I read numerous reviews on your company and this was clearly stated by others using ********* that your company is a scam and has stolen money from others.  It is the exact same description of what you did to me so I want my money refunded back to my credit card or again I will be suing your company for a h*** of a lot more money than what I am owed currently.

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/17/2023

  Dear *****,
  Thank you for taking the time to reach out to us!
  We sincerely apologize for any inconvenience and confusion this rental may have caused. Your satisfaction is our priority, and we take your feedback very seriously.
  After a full investigation into the circumstances and after reviewing the rental agreement, I can see that you paid us directly for the vehicle itself. The amount of USD ****** is non-refundable as it is a part of the payment, and is usually not displayed in the rental agreement of the supplier. 
  Upon reviewing our records, we can also confirm that there has been an active exchange of emails between you and our dedicated support team. Each of your emails has been addressed in a prompt and timely manner. We understand the importance of your questions and want to ensure that you receive the assistance you need. We apologize for any inconvenience and misinterpretation of the information regarding the charge. 
  We sincerely apologize for any misunderstanding, however we cannot offer you any refund as the amount is not a deposit but the actual payment for the rental. 
  We sincerely apologize for any inconvenience caused.
  Regards, 
  ****** from Wisecars
  
  

  Business Response

  Date: 10/25/2023

  Dear *****,
  We appreciate you taking the time to reach out to us again. I am sorry to hear that you had such a negative experience with this rental. I assure you this is not the standard situation for us, and we are very displeased to find out about this. 
  After an investigation with our team, we can see that you have accepted the upgrade of the car during the pick up and as a result were charged for it. As per our policy, refunds are typically issued only in cases where there are legitimate complaints or issues with the product. Since no concerns were raised during pick up, we won't be able to process a refund at this time. 
  I sincerely apologize for the inconvenience this has caused; however, in case the car is not available, the customer must contact us and our immediate course of action is to reach out to our trusted suppliers to confirm the vehicle status. Should we find that the booked car is indeed unavailable, we promptly process a full refund for the entire pre-paid amount. 
  
  The amount you pay us directly is usually not displayed in the rental agreement of the supplier, however it is always included as a part of the total amount. Moreover, having taken a detailed look at the rental agreement, I can see several optional charges that have been added to this reservation. Those are pre-purchased fuel and a charge for an extra rental day due to returning the car later than scheduled. Further to this, the concession recovery fee and the tax have been increased as a result. We sincerely apologize for any misunderstanding, however all the charges were made correctly.
  
  
  We are a legitimate company and customers satisfaction is our priority. Furthermore, we always strive to provide the best service possible and in case of any further questions you can contact us at **********************************.
  
  
  Regards,
  ****** from Wisecars
  
  

  Business Response

  Date: 10/25/2023

  Dear *****,
  We appreciate you taking the time to reach out to us again. I am sorry to hear that you had such a negative experience with this rental. I assure you this is not the standard situation for us, and we are very displeased to find out about this. 
  After an investigation with our team, we can see that you have accepted the upgrade of the car during the pick up and as a result were charged for it. As per our policy, refunds are typically issued only in cases where there are legitimate complaints or issues with the product. Since no concerns were raised during pick up, we won't be able to process a refund at this time. 
  I sincerely apologize for the inconvenience this has caused; however, in case the car is not available, the customer must contact us and our immediate course of action is to reach out to our trusted suppliers to confirm the vehicle status. Should we find that the booked car is indeed unavailable, we promptly process a full refund for the entire pre-paid amount. 
  
  The amount you pay us directly is usually not displayed in the rental agreement of the supplier, however it is always included as a part of the total amount. Moreover, having taken a detailed look at the rental agreement, I can see several optional charges that have been added to this reservation. Those are pre-purchased fuel and a charge for an extra rental day due to returning the car later than scheduled. Further to this, the concession recovery fee and the tax have been increased as a result. We sincerely apologize for any misunderstanding, however all the charges were made correctly.
  
  
  We are a legitimate company and customers satisfaction is our priority. Furthermore, we always strive to provide the best service possible and in case of any further questions you can contact us at **********************************.
  
  
  Regards,
  ****** from Wisecars
  
  

  Business Response

  Date: 10/25/2023

  Dear *****,
  We appreciate you taking the time to reach out to us again. I am sorry to hear that you had such a negative experience with this rental. I assure you this is not the standard situation for us, and we are very displeased to find out about this. 
  After an investigation with our team, we can see that you have accepted the upgrade of the car during the pick up and as a result were charged for it. As per our policy, refunds are typically issued only in cases where there are legitimate complaints or issues with the product. Since no concerns were raised during pick up, we won't be able to process a refund at this time. 
  I sincerely apologize for the inconvenience this has caused; however, in case the car is not available, the customer must contact us and our immediate course of action is to reach out to our trusted suppliers to confirm the vehicle status. Should we find that the booked car is indeed unavailable, we promptly process a full refund for the entire pre-paid amount. 
  
  The amount you pay us directly is usually not displayed in the rental agreement of the supplier, however it is always included as a part of the total amount. Moreover, having taken a detailed look at the rental agreement, I can see several optional charges that have been added to this reservation. Those are pre-purchased fuel and a charge for an extra rental day due to returning the car later than scheduled. Further to this, the concession recovery fee and the tax have been increased as a result. We sincerely apologize for any misunderstanding, however all the charges were made correctly.
  
  
  We are a legitimate company and customers satisfaction is our priority. Furthermore, we always strive to provide the best service possible and in case of any further questions you can contact us at **********************************.
  
  
  Regards,
  ****** from Wisecars
  
  

  Business Response

  Date: 10/25/2023

  Dear *****,
  We appreciate you taking the time to reach out to us again. I am sorry to hear that you had such a negative experience with this rental. I assure you this is not the standard situation for us, and we are very displeased to find out about this. 
  After an investigation with our team, we can see that you have accepted the upgrade of the car during the pick up and as a result were charged for it. As per our policy, refunds are typically issued only in cases where there are legitimate complaints or issues with the product. Since no concerns were raised during pick up, we won't be able to process a refund at this time. 
  I sincerely apologize for the inconvenience this has caused; however, in case the car is not available, the customer must contact us and our immediate course of action is to reach out to our trusted suppliers to confirm the vehicle status. Should we find that the booked car is indeed unavailable, we promptly process a full refund for the entire pre-paid amount. 
  
  The amount you pay us directly is usually not displayed in the rental agreement of the supplier, however it is always included as a part of the total amount. Moreover, having taken a detailed look at the rental agreement, I can see several optional charges that have been added to this reservation. Those are pre-purchased fuel and a charge for an extra rental day due to returning the car later than scheduled. Further to this, the concession recovery fee and the tax have been increased as a result. We sincerely apologize for any misunderstanding, however all the charges were made correctly.
  
  
  We are a legitimate company and customers satisfaction is our priority. Furthermore, we always strive to provide the best service possible and in case of any further questions you can contact us at **********************************.
  
  
  Regards,
  ****** from Wisecars
  
  

• Initial Complaint

  Date:09/15/2023

  Type:Product 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.

   
  Complaint: 20609289
  
  I am rejecting this response because:

  - we were never informed upfront about this policy by wisecars.com (upon confirming our reservation)  - only found out when we showed up to pick up the rental car

  - we are expecting 100% refund to our credit card  - NO credit balance with wisecars.com will be accepted, as we will NEVER use this provider again in the future, hence their complete lack of customer service and follow up  

  - Hope this gets resolved promptly. We also reached out to our legal council to take next steps if there is not prompt resolution and will be seeking full compensation of related costs.

  
  Sincerely,
  
  *************************

  not even start check in procedure)- wisecars provided 0 assistance, when called we got "will get back to you over phone" which they never did (called them again September 1st, manager was going to call within 24 hours -always same response - today is September 15 NO PHONE CALL BACK and this happens every time we call)

  Business Response

  Date: 09/22/2023

  Dear *****,
  
  Thank you for taking the time to reach out to us!
  I apologize for the extremely frustrating experience you had with your car rental. I understand the inconvenience and stress this must have caused, especially considering the circumstances of your travel.
  Upon careful review of your case and the Terms and Conditions of the supplier, we can see that cross-bordering is only allowed into *******, ******* (***), ******. Unfortunately, cross-bordering into other states is not allowed. 
  We want to kindly remind you that, as stated in our terms of service, the car rental company reserves the right to refuse to rent a car to any customer who fails to meet supplier terms or requirements. 
  We have contacted the supplier to explore the possibility of a refund, but unfortunately, they have informed us that this reservation is treated as a No-Show. 
  While we deeply regret the inconvenience caused by the supplier's no-show, I must inform you that we will still be responsible for covering certain expenses associated with the reservation.
  However, considering all the circumstances, the most we can offer you is a rental credit of 75% of the pre-paid amount for the future bookings through Wisecars. If you accept this gesture of goodwill, please contact us at *********************************** and we will be glad to apply the rental credit to your account and send you instructions on how to use it.
  Please know that we are truly sorry for any inconvenience or frustration this situation may have caused you. We remain committed to ensuring that you receive the level of service and support you rightly expect from us.
  Regards,
  ****** from Wisecars
  
  

  Customer Answer

  Date: 10/03/2023

   
  Complaint: 20609289
  
  I am rejecting this response because:

  Good morning ******

  We are very firm on our position and are extremely disappointed how the entire matter was and is being handled. This prolonged lack of communication is not only unacceptable but also raises concerns about the integrity and professionalism of your business. It took filing claim with BBB for wisecars representative, to finally respond back to us ( 4 months later - multiple phone calls and emails). This has left us feeling not only ignored but also extremely dissatisfied with the level of service we have received.

  Therefore idea of accepting 75% (or any for that matter) credit for future car rental service via your company is unacceptable.

  We initially chose Wisecars.com for our rental needs due to your advertised commitment to excellent customer service and a hassle-free experience. However, our experience has been quite the opposite.

  Couple facts:

  -we called your customer service center right after we walked out of rental company on the day of check in, when they rejected our reservation and told us to deal with you directly as they have not even received any payment from wisecars at that point. Your rep told us that he escalated this situation to manager and will promptly get back to us as we were less then 24 hours from major trip across country and were literally in tears standing at RSW without a car. FACT - nobody called us back within hour, nor one day or ever for the matter of fact to help resolve this !!!!! We had to deal with this situation on our own, call around local rental companies and get a new reservation which was significantly higher  and we picked up a new rental car with different supplier that afternoon. NO SUPPORT, phone call back or follow up from WISECARS what's so ever. 

  - NO, we were not advised about geographical limitations when we confirmed booking throught your web site

  -thinking we would email your support center (as you suggested) is a joke at this point, right? as every time we sent an email there was NEVER a response or follow up. We urge you to reevaluate your customer service practices, ensuring that all customer inquiries are handled promptly and professionally.

  As a customer, we believe that we are *********** fair treatment and a reasonable resolution of our concerns. We are genuinely disappointed that we have been forced to escalate this matter, as we had initially hoped to resolve it amicably.  As stated before we will take this with legal recourse at this point and request wisecars.com to be responsible for all related future costs in order to resolve this.

  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/29/2023

  Dear *****,
  Thank you for taking the time to reach out to us again!
  We sincerely apologize for any inconvenience this rental may have caused. Your satisfaction is our priority, and we take your feedback very seriously.
  After a full investigation into the circumstances and after reviewing the terms and conditions of the supplier, I can see that it is stated under the "Cross-Bordering" section of the Terms and Conditions that Cross-bordering into the following states is allowed: *******, ******* (***), ******. Unfortunately, ********** was not listed there. Before proceeding to payment you agreed to our Terms of Service and to the Terms and Conditions of the supplier, therefore no refund is possible.
  We sincerely apologize for any misunderstanding, however the most we can offer you is a rental credit of 75% of the pre-paid amount for the future bookings through Wisecars. Despite the fact the reservation was not used, we will still have to cover the booking and marketing fees, finance our customer service team who is taking care of your reservation.  If you accept the rental credit, please contact us at *********************************** and we will be glad to apply the rental credit to your account.
  We sincerely apologize for any inconvenience caused.
  Regards, 
  ****** from Wisecars
  
  

• Initial Complaint

  Date:09/12/2023

  Type:Product 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.

   
  Complaint: 20594811
  
  I am rejecting this response because:

  This is no way to run a business. Wisecars.com should close its doors if it will not advocate for its customers. 

  (I have already received a refund from Thrifty. I'm not looking for a refund at this time. I'm looking for Wisecars.com to change the way they do business.)

  
  Sincerely,
  
  *****************

  hat if Wisecars is going to act as a third party to faciliatate car rentals that they should follow through when there is an issue. They have completely washed their hands of the situation and that is completely unfair and terrible business practice.

  Business Response

  Date: 09/20/2023

  Dear ****,

  We sincerely apologize for any inconvenience this rental may have caused. Your satisfaction is our priority, and we take your feedback very seriously.
  We regret to inform you that, in accordance with our established Terms of Service, we are unable to provide refunds for unused days of the rental. Our policy is designed to ensure fairness and consistency for all our customers.
  We understand that this situation can be frustrating, and we sincerely apologize for any inconvenience you may have faced. We also wanted to inform you that we contacted the supplier on your behalf to explore the possibility of a refund, however due to the legal nature of this case, we are unable to directly intervene or participate in the resolution process.
  Given the specific circumstances surrounding your situation, we kindly advise you to contact the supplier directly. They will be better equipped to assist you further in this matter. 
  We genuinely regret any inconvenience this may cause, and we sincerely hope for a swift and satisfactory resolution with the supplier.
  We sincerely apologize for any inconvenience caused.
  Regards,
  ****** from Wisecars
  

  
  

  Business Response

  Date: 09/23/2023

  Dear ****,

  
  We appreciate you taking the time to reach out to us again. I am sorry to hear you do not accept our response. I assure you this was not the standard Wisecars experience, and we were very displeased to find out about the issue you had with the rental. Our goal is for our customers to provide the best service possible.

  We take your feedback very seriously and once again, we extend our deepest apologies for any inconvenience you may have experienced. We are glad to hear that you received a refund from the supplier, and we will have to work on our refund policies to avoid similar situations in the future. Please, rest assured that we are already taking proactive steps to make necessary adjustments to ensure a smoother and more satisfying experience for our valued customers like yourself. We are currently exploring potential changes to our operations that will improve the way we do business.
  
  I sincerely apologize for the inconvenience this has caused and hope we can do business in the future.
  
  We wish you a great day ahead.
  
  Kind regards,
  ****** from Wisecars.
  

  
  

  Customer Answer

  Date: 09/25/2023

   
  Complaint: 20594811
  
  I am rejecting this response because:

  In your latest reply you said this is "not" a standard Wisecars experience. However, in previous correspondence you say that your reply "is" standard practice. 

  Before I accept your proposed resolution, I'd like to know exactly what steps you are taking to make sure that nobody ever has to go through what I did. You say you are taking steps. What are they? 

  
  Sincerely,
  
  *****************