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:01/24/2024

  Type:Customer Service 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.

  Kyte failure to deliver the 7-seater SUV I paid for ($627.70, the sale contract was made on 9/8/2023) on 12/25/2023 is simply unacceptable. Not only was I informed at the last minute, around 9:30 am on 12/25/2023 - a mere half-hour before pickup - that they could only provide an economy car, but this also completely disregarded the confirmation from their employee, ******. This isn't just poor service; it's a failure to meet a legal agreement.The inconvenience caused by this is more than just a nuisance. It led to a lost day, disrupted plans, and forced one of my team members to separate from our group. Additionally, I had to bear the extra cost of renting another vehicle at a steep price of $1409.56 and the **** **** of $13. This situation demands compensation.Here's what I expect:Refund the difference of $781.86 for the vehicle price immediately. Pay back the $13 I had to spend on **** due to travel to the pick up location.

  Business Response

  Date: 01/24/2024

  The customer has escalated this concern to one of our team managers and they are currently working on this concern together. We strongly recommend to direct communications through that email thread so we can assist him immediately.

  Customer Answer

  Date: 01/25/2024

   
  Complaint: 21193099
  
  I am rejecting this response because:

  I have patiently adhered to the two-week timeframe provided by one of your managers. However, the absence of any updates thus far is unacceptable and falls short of professional customer service standards. Timely and effective communication is essential in resolving customer issues, and this lack of follow-through is not the way to **************** with clients.

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

  Business Response

  Date: 01/25/2024

  Hi Jun! As discussed over the email thread, we had reached out to the finance team to follow up. We appreciate your patience on this matter.

  Customer Answer

  Date: 01/26/2024

   
  Complaint: 21193099
  
  I am rejecting this response because:

  I'll accept your response until your finance team processed the transaction. 

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

• Initial Complaint

  Date:01/23/2024

  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.

  I have been a repeat customer with kyte for over a year, booked 10 rentals with them so far, spent a lot of money with them over this time. A recent rental I had, the splash shield under the car fell while I was driving and started dragging. I notified the company, duct taped the splash shield up, as it was a holiday and I couldn't take it in anywhere, and notified the company. It fell again upon my returning it to kyte. They have charged me $674 and are holding me responsible for this "damage." It was barely hanging on when I got it, which is why it fell during my trip. When I had to crawl under the car to tape it up, it was clear this had been damaged and worn out for a while and was barely hanging on by a thread. So of course it fell when I drove it. No incident occurred, no accident or impact caused this issue, it was a failure on kytes part to inspect and maintain their vehicle before renting it to me. The claims adjuster, ********, is ignoring my questions and withholding info on how I can escalate or dispute the matter. Another employee connected me with someone who is supposed to be looking into the issue but that person has not responded to me in several days. Kyte fails to inspect and maintain their vehicles, then pins the cost of that maintenance on paying costumers, as "damage" in the form of a claim. ************** practices are unethical and unsafe, I'd guess illegal as well, and someone should look into them and hold them responsible for their negligence.

  Business Response

  Date: 01/23/2024

  Hi there! I wanted to let you know that I've escalated your concern to our Claims Team and they will be reaching out to you as soon as possible to provide assistance and guidance. To help streamline the process, it would be really helpful if you could reply to the email they previously sent regarding your claim. Responding directly to that email will ensure your message goes straight to the Claim Specialist handling your case for a more efficient communication. We really appreciate your patience and understanding as we work to resolve your concern. If there's anything else you need in the meantime, please feel free to reach out.

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 21185272
  
  I am rejecting this response because:

  I have repeatedly replied to ****** emails directly, and my questions have been continually ignored. I've been told several times someone will follow up with me, in my attempts to escalate the issue, but they haven't yet. The most recent reply said they escalated it and someone would be in touch with me. Until that actually happens, I will not be satisfied, and won't accept the business's response to this complaint.

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

  Business Response

  Date: 01/25/2024

  Have you replied to claims' recent email? If so, please email them again by replying to it as we have already communicated your feedback and ask them to email you back.

  Customer Answer

  Date: 01/27/2024

   
  Complaint: 21185272
  
  I am rejecting this response because:

   

  kyte is still ignoring my questions. Every time I have received a response from kyte they have ignored my specific questions and just continue to repeat their reasoning for why I'm being held responsible. No one can have a conversation with me and listen and actually respond to what I'm saying. They are robots just reciting what their official ruling is, and refuse to answer my questions that clearly poke holes in their reasoning. This company is a scam.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/19/2024

  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.

  I rented a car from KYTE car rentals. I made the reservation over two months ago. 12 hours before I was supposed to pick up the rental car for three weeks, they called to cancel my reservation. They did not have a car available. They left me hanging to find the car at the last minute for my travels. I would never use this company again, and would not recommend it to family or friends. Im not sure how they stay in business. I would stay away from this company. 0/5 stars.

  Business Response

  Date: 01/21/2024

  I understand that your trip was canceled due to the availability of the vehicle class you reserved. I'm truly sorry that this has been your experience, and I completely understand your frustration and feedback. I wish that I was able to do more in this situation and ensure that you received your car as booked. I assure you, we are looking into how this can be avoided in the future, as it is absolutely not the kind of experience we want to provide.I would be able to offer reimbursement for the difference in price you may have had to pay for a last-minute reservation with a different rental agency, in hopes that we can make an apology for this inconvenience. If you can just provide me with the receipt for your new reservation, I will be able to process the reimbursement. We have also emailed you at *******************. Feel free to reply to it. Appreciate your patience on this matter.

• Initial Complaint

  Date:01/04/2024

  Type:Customer Service 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.

  Yesterday I tried to rent a car from my Kyte App but Kyte lied and said my card was declined, so I called my credit card company they said **** didn't even try to put a charge thru on my credit card: so, I call Kyte and their rep lies and said Stripe declined my card well I found out that's a lie too, so it looks like Kyte is extremely biased towards me or has been bought out by these criminals hacking my phones and following me vandalizing my cars.

  Business Response

  Date: 01/04/2024

  Hi there! Let me apologize for the inconvenience however your card was declined. To retry, please use a different card. We're accepting credit and debit card payments!

  Customer Answer

  Date: 01/05/2024

   
  Complaint: 21095916
  
  1.  I am rejecting this response because: I just made a $3250.00 dollar payment on this credit card 2 weeks ago, so i have thousands of dollars to spend on my credit card and the Kyte charge was only $279 dollars, so i know that is a lie that my credit card was declined! 

  2.  In order for my credit card to be declined, somebody has to try to charge my credit card, and my credit card company would show in their records that my credit card was declined!  But instead my credit card company rep. is saying that's strange that the Kyte Rental Car rep. is saying that :because, nobody from Kyte Rental Car tried to charge my credit card, and my credit card rep. said if they were me , they would be ***** of doing business with Kyte Rental cars!

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

  Business Response

  Date: 01/14/2024

  I am so sorry to hear that however, the card didn't go through and unfortunately, we don't have any other details as to why.

• Initial Complaint

  Date:12/25/2023

  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.

  Kyte is absolute trash. Do not trust your vacation with Kyte. They asked us to sit in an empty parking garage and wait an unknown amount of time until the next car became available. It could have been an hour, five hours, over-night. No warning, no heads up, no phone call. Just us wasting $137 in Ubers to get our three toddlers to the hotel with no rental car. This is a total scam job. Do not rent with Kyte.

  Business Response

  Date: 12/25/2023

  Hi ******, I see that you have already sent the Uber receipt. I'll be forwarding it to the team so we can process the necessary adjustment. Again, let me apologize for the inconvenience the trip cancellation has caused you.

• Initial Complaint

  Date:12/21/2023

  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.

  We rented a car from Kyte on November 26th 2023 and accidentally made a scratch damage of the back of the car while driving. **** reported the problem to us within a week and told us that according to the rental agreement, there was a flat fee of $200 for such damages. **** automatically charged this fee and told us that the claim was closed. However, on December 13th Kyte emailed us again to charge us an additional fee for 680 dollars.We believe that since **** had already informed us of the flat charge and that the claim was closed, we cannot confirm that the additional charge on December 13th was due to a problem caused by our driving the vehicle, and since we had already been informed of the closure of the claim, there is no reason for Kyte to charge us again for an order that has already been closed. And, **** didn't tell us in the damage confirmation email about the possibility of being charged again at that time, so the extra fee was totally unexpected. We think we only caused damage to the paint and not the doors and panels, so we are confused about the extra cost. We tried to communicate with them, but we hold different opinions so we are a little confused as to what to do and would appreciate any help and communication. The Claim number is AT-2023-*********

  Business Response

  Date: 12/23/2023

  Hi there! I have reached out to the claims team to inform them about your dispute. I'd strongly suggest that you reply to their recent email to be able to contact them as it's being handled by their team.

• Initial Complaint

  Date:12/14/2023

  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.

  I recently rented a ****** ALTIMA from ****************** and the condition in which the vehicle was provided was subpar. Notably, the windshield had a small chip in it and the wiper reservoir was completely empty, a concerning oversight given the harsh ************ climate at the time.Upon returning the vehicle, I was notified of alleged damage to the windshield. Contrary to the company's claim, I have evidence, including an original photo provided by ****************** clearly showing the pre-existing damage. Despite presenting this evidence, the company insists on holding me responsible for the purported damages, citing repair costs of $560.02 and an additional administrative fee of $100.I vehemently dispute this claim and find it unjust to be held liable for damages I did not cause. **** Systems Inc.'s refusal to acknowledge the evidence raises serious concerns about their business practices and customer service standards.In seeking a resolution, I urge the Better Business Bureau to facilitate a thorough reevaluation of the evidence provided and an impartial assessment of the situation. Additionally, I request that **** Systems Inc. addresses the safety concerns associated with the condition of their rented vehicles.I believe that these issues require urgent attention to ensure fair business practices and customer satisfaction. I appreciate your prompt assistance in resolving this matter and look forward to a satisfactory resolution.

  Business Response

  Date: 12/14/2023

  Due to the current ongoing Claim case, we have taken the initiative to request our Claims Team to make contact with our customer. In the interim, the customer may also directly communicate with them by using the email thread provided by our Claims Team. Kindly advise the customer to thoroughly inspect his Spam Messages, as there is a possibility that messages from our Claims Team may be directed there.

  Customer Answer

  Date: 12/15/2023

   
  Complaint: 21008733
  
  I am rejecting this response because: it is not a response 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 12/19/2023

  We want to assure the customer that our team is working continuously to keep him updated on the status of his claim. While the process may not be able to be expedited, we have assured him that we have taken the necessary steps to follow up on his on-going claim case. If the customer prefers, he can also directly reach out to our Claims Team through their email that was sent to him. We kindly ask that he also check his Spam messages, as our Claims Team's emails sometimes end up there. Thank you!

• Initial Complaint

  Date:12/11/2023

  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.

  Date of transaction: July 30,2023 Amount: $ ***** reason for request : False Advertisement tried to debit my Debit Card for more than actual amount due and advertised. refused to return the amount of *****, ******* utilize this service retired senior citizen, credit on this account not for me dont want the service demand my refund.company has unwarrarted services.

  Business Response

  Date: 12/11/2023

  Hi ****! We have sent you an email yesterday 12/10 and earlier today 12/11. I'm really sorry that you had to cancel your trip in July. Were you able to save a screenshot or a photo showing the $250 deposit advertisement?
  
  A standard deposit of $300 for credit card bookings and $500 for debit card bookings will be placed on your card the day your trip starts. It will be released after your booking ends or after 30 days, whichever comes first.
  ?
  I see that you were advised about cancellation in July but we never receive further response from you. We already refunded your rental charge yesterday as a one-time courtesy. Feel free to reply to the email we sent you.

• Initial Complaint

  Date:12/06/2023

  Type:Customer Service 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 used kyte for rentals for at least 4-5 months. I had a few issues but was able to work with support to resolve them even if it was a large delay to some of the rental pickup times and it always seemed to be a backend system issue.I made a booking on 8/14/23 for 8/18/23. On 8/14 I was asked to email my ** photos for verification. My ** had been issued 3 months prior and was used for my prior rentalswith kyte (was already verified). I emailed the ** photos and got a canned response that support will reply in 24hrs. Then there was an email saying to upload the photos to a link to a stripe verification site. I did that and it all seemed to go through.Two days later my reservation was cancelled because of 'verification issues'. I tried going through support, and most of the replied seem to be canned responses as they are always the same between multiple chat sessions if you re-contact them for the same issue but get a different agent, also there are no levels of support, only basic. No one was able to tell me why it failed, what was the issue, and how to resolve it, and kept linking to a 'verification requirement' document that had no specific issues that would have been reasonable for the failure (though some reasons you would not know and would have to be told by them explicitly if it was the case).I contacted their 3rd party verification service, and they stated the reason for the failure is available when the verification request is processed, but only to the requestor, which was kyte, and I was unable to request that.I had to re-book a last minute car rental and pay more because of Kyte's inability to verify **s.I have used this same ** for 8+ *********************** with multiple other companies with no issue since then.Also, support kept saying to 'try later', I tried today, 12/6/23, ~5mos later, and my account shows 'Documentation declined' and support gives all the same responses from before and is unable to address the issue preventing ** verification.

  Business Response

  Date: 12/07/2023

  As Kyte uses a third party verification service, we only have limited information on what the specific reason why a customer would fail to verify their account. To give more light to this, our verification algorithm considers a variety of different factors that we base our verification decision on. Unfortunately,we're unable to verify the customer's account at this time. Our team of escalation experts will see what we can do more for the customer, any possible way to override this decision. We have also extended our sincerest apologies to him for any inconvenience this may have caused and will reach out if we can reconsider his verification.

  Customer Answer

  Date: 12/07/2023

   
  Complaint: 20969190
  
  I am rejecting this response because:

  This response follows the general pattern of all the customer service interactions that I have had thus far with kyte.  That they use a third party service and system that is unknowable.  So when there is an issue, the computer is correct and there is no recourse for the consumer to know what is the issue (eg. do I have some problem filed against my identity no other system if flagging but i need to address).  It could be a design bug, if the black box they feed items into is not probe-able or has poor outputs and if these cases are never investigated they are never going to fix the bugs (or determine the reasonableness of their metrics for rental viability).  This is especially true since some of their metrics on their verification page could be dynamic or change, but if they dont allow a customer resubmission of ID for verification or an alternate verification method their old reason for disapproval could be no longer valid. (Eg. A disapproval for a lien that gets lifted, or the submission of a drivers license close to its expiration date that overlaps the rental period.)

  
  Also, if there is a team of escalation experts, why are they not available in normal customer service interactions when there is a complex problem and only with public postings reflecting back on the company?  Their support consistently says there is only one level of support.

  
  If they are able to contact me back and provide useful remediation efforts or show they were able to find a valid cause for why between successfully renting with them and one month later being unverifiable that has any bearing with renting a car then I would be more satisfied.  Right now they just said, we don't know why again in a response, and gave an offer of help hedged with a few conditions of if we can.  Normal car rental services just look at your physical ID and check if it is valid, kytes system seems unnecessarily intrusive into personal information if it is flagging things other places would never be able to see.

   

  If contact information is needed or a reservation number to link to the right account would help I can provide that.

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

  Business Response

  Date: 12/11/2023

  The customer is currently discussing this concern with one of our Managers Escalations Team.

• Initial Complaint

  Date:11/29/2023

  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.

  I requested a booking for 11/30/2023 for a business trip, after my initial request was accepted I made payment and was told the reservation had to be refunded and to rebook. I rebooked it was accepted I made payment and paid my deposit for hours later then to come back and say my payment was refunded and I would have to wait 7 business day for my funds to be available in my account. I was making an attempt to get answers via Kyte chat for hours no one was able to tell me why meanwhile I have $1100 that I can not get access to and no one is being helpful. I Attempted to rectify the situation with company and was ignored. The company said they would reach out to a manager, a lead emailed me but after I got out of chat and emailed back he never responded again. only ************ is causing unnecessary financial hardship for myself and three children. My children are now stranded miles away who were stranded from home because I now have no access to my money nor can I get an renta to get to them due to my account been drained of all funds and money still on hold. Now they are stating they cannot return funds for 3 to 7 business days leaving me and my family with no money and me no ride to my family or my business meeting for the next 7 business days, which could possibly result in me losing my job. Worst, unprofessional experience ever !

  Business Response

  Date: 11/30/2023

  Hi there! Once identity verification review is completed for your identity, the ************* for your verification and your transaction via Stripe are shared with us. Once received, we use that data against historical data to decide whether we can verify an account or not. Unfortunately, in this instance, we won't be proceeding with verifying your account at this time.