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:06/12/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 Luxury Convertible from 24SEVEN Rent A Car in June 2024.The car provided was an old 2017 *** with pre-existing damage noted in the rental agreement.After returning the car, I was charged $2,445.85, which included:$400 administrative fee (above Californias legal limit)Diminishment of value charge with no justification Routine maintenance charges (tire pressure resets, alignment, diagnostics), which are not the responsibility of a renter In addition, the company submitted conflicting repair reports, one of which is for a vehicle I never rented (Chevrolet Tahoe in *******).**************** reviewed the claim and refunded $1,758.68, confirming part of the charges were invalid.However, $687.17 remains disputed and the company has ignored my formal written request to resolve this.Additionally, I found multiple public complaints describing similar fraudulent billing practices by this business, which I have attached as supporting evidence.I am seeking the help of BBB to resolve this issue and hold this business accountable for fraudulent and unethical practices.

  Business Response

  Date: 06/21/2025

  We appreciate the opportunity to respond to this complaint.
  The customer rented a 2017 *** 4 Series convertible from 24SEVEN Rent A Car in June 2024. The vehicles model year and condition were clearly disclosed at the time of rental, and the customer signed a ********************** agreement that included documented photos of pre-existing damage.
  After the vehicle was returned, new damage was identified. A third-party appraisal was conducted by *********************** on June 28, 2024, confirming both the required repair work and an applicable diminishment of value due to the extent of the damage.
  To address the specific concerns raised:
  Administrative Fee: The $400 administrative fee is clearly stated in our rental agreement and reflects actual internal costs associated with processing damage claims. The $100 cap referenced by the customer applies only to personal auto insurance policies under California lawnot to private rental contracts such as ours.
  Diminishment of Value: This charge is based on the findings of a certified third-party appraiser and is consistent with industry standards.
  Routine Maintenance Charges: The customer appears to have misunderstood these entirely. The charges for tire pressure reset, alignment, and diagnostics she references do not appear anywhere on our repair documentation. These were part of an estimate she submitted from **** BUDGET GROUP in *******, dated April 2024, which is two months prior to her rental with us. That estimate references a Chevrolet Tahoe, which is a completely different vehicle that was never rented from our company. It appears the customer has confused our business with another rental company. We have responded professionally and transparently throughout the process, and we stand by the validity of the charges. The confusion appears to stem from a mix-up with another rental company and unrelated documentation.

  Customer Answer

  Date: 07/01/2025

  Complaint: 23461325
  I am rejecting this response because the business provided misleading and inaccurate statements in their reply, and the charges remain unjustified.
  
  
  I did not submit any documents from ****. These documents were sent to me by **************** in error. I never rented a Chevrolet Tahoe and have no connection to **** or any car rented in ********
  The business charged me a $400 administrative fee, which is excessive and not reimbursable under California law. Even **** and ****** did not cover this charge, citing regulatory limitations.
  The business claims that the diminishment of value fee was based on a third-party appraisal, but this charge was also not covered by Amex, and I was never shown or asked to acknowledge any real proof of new damages.
  I do not recall signing any documents acknowledging damage. If I signed anything at all, it would have been a basic return form, not an agreement accepting responsibility.
  The vehicle provided was not in luxury condition as advertised it had prior wear and did not reflect the cost or expectations set.
  There is a clear pattern of complaints against this company from other consumers describing overcharges, withheld deposits, poor customer service, and unreturned fees. I also submitted screenshots of these public reviews.
  
  
  
  
  I request a full refund of the $687.17 in unjustified charges.
  
  
  Sincerely,
  Evgeniya Guryleva
  
  
  

• Initial Complaint

  Date:04/29/2025

  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.

  $500 security deposit not returned due to scratch on an already scratched rim. Its been over 20 business days which is how long it says it could take on the contract. Wont submit documents to the insurance claim I filed that will likely be denied anyways.

  Business Response

  Date: 05/14/2025

  Upon return of the rental vehicle, our team documented new damage to the rims that was not present at the time of rental. Per the signed rental agreement, any damage found at return may initiate a claims process, during which the security deposit is held until the claim is resolved.

  In this case, our claims team filed a claim with the customers personal insurance provider and has been actively reaching out for over a month to request the necessary documentation to proceed. The customer has repeatedly declined to cooperate, which is directly delaying the resolution of the claim and, by extension, the return of the deposit.

  We remain fully willing to move forward and resolve the matter, but until the customer submits the required documents or the claim is otherwise closed, the deposit will remain on hold in accordance with the terms of the rental agreement.

• Initial Complaint

  Date:03/10/2025

  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 rented a car from 24 seven, And paid it in full. I returned the car on time. I had it for 2 days. The car would not start on the second day. Nonetheless, I had to get the police to jump my car. So I can return home. I returned the car in the morning. I had the car for 2 days total. I paid for it in full. They charged me a $500 deposit on February 19th, and today is March the 8th. And they still have not returned my deposit.

  Business Response

  Date: 03/18/2025

  24Seven Rent A Car has reviewed the customer's complaint and would like to provide clarification regarding the concerns raised.
  After checking internal records and communication logs, there is no record of the customer reporting any mechanical issues with the rental vehicle during the rental period. Customers are advised to notify the company immediately of any problems so that appropriate assistance can be provided.
  Regarding the security deposit, the companys policy clearly states that deposits are refunded within 10 to 20 business days after the rental period ends. This policy is posted in the office and outlined in the rental agreement, which the customer initialed at the time of vehicle pickup. In accordance with this policy, the customer's deposit was refunded on the 17th business day following the rental period.
  24Seven Rent A Car remains committed to transparency and customer satisfaction. If the customer requires further assistance, they are encouraged to contact the company directly.
  

• Initial Complaint

  Date:09/26/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 through ***********. I paid *********** for liability insurance for around $16 per day (3 x days). When I arrived at the 24 ************** location in **************. They stated it was mandatory I purchase additional $90 of comprehensive insurance because the ******************* was not enough for the car I rented on Expedia. In addition to $12.47 trip fee and a Debit Card fee of $100. I would not have minded paying the comprehensive insurance had I not already purchased the liability insurance from *******. It was clear one of these two companies profited from the additional sale of insurance. Further, the junk feed from 24 rent a car's "trip fee" and debit card fees added to the bill. These actions are in violation of the Up Front Pricing required by law.

• Initial Complaint

  Date:09/13/2024

  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 am writing to formally contest the additional $611 fee charged to my account on top of the initial $400 deposit and $182.38 booking fee for the rental agreement dated 09/09/24 , under reservation number ********* I wish to bring to your attention the following issues which I believe justify the reversal of these charges:1. **Expired Vehicle Tags:** The first vehicle provided to me had expired registration tags, which is a serious compliance issue and a violation of rental policies and state regulations.2. **Vehicle Condition:** The car I initially received had a broken wing mirror and the second had a damaged bumper. Both issues rendered the vehicle unsafe and unfit for use.3. **Sanitation Concerns:** Upon rental interior of both the initial and replacement vehicles was found to be in an unsanitary condition. This was neither acceptable nor expected.4. **Incorrect Pet Hair Charge:** I was charged for pet hair in the ****** Sentra, but I did not transport any animals in the vehicle. Therefore, this charge is inaccurate and unjustifiable.5. **Poor ******************* During my interactions with your employees, I encountered rude and unhelpful behavior, which exacerbated the distress caused by the aforementioned issues.Given these substantial grievances, I am requesting an immediate review and reversal of the additional $611 fee and additionally a full refund of the entire rental $582.38for loaning out a car with expired tags putting me in danger.

• Initial Complaint

  Date:07/25/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 vehicle from 24 seven rent a car from 7/1724 to 7/22/24 at their **************, ** location. . This is the worse car rental company ever compare to all other car rentals out there. When I picked up the car, I waited about an hour just pick up the car. I returned the car on time and even vacuumed the vehicle before I return it and 24 seven rent a car is charging me a $500 fee which they have not even tell me what this charge is for, it better not be a cleaning fee. Additionally, ******************************************************************************************************* $3,226 for the small damage to the wheel. I was not involve in any accident or cause any damage to rim as they claimed. ****************************************************************************************************************************************************************************************** all pages to their rental contract. Better, 24vseven rent a car should send in advance their car rental contract to consumers before they pick up a car from their location. 24 **** rent a car is abusing travelers like me an others with all these outrageous fees they're charging.

• Initial Complaint

  Date:06/05/2024

  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 was sent the wrong address from the rental car company. I was given the address to *******************, a location that was under construction. I was told the location was open 24/7. I was then informed that the location was closed and they are operating out of the address at *************************************************** I was forced to get a hotel room as I was approached for drugs and visibly threatened with a broken bottle. The next morning I walked 3.6 miles to pick up the car. I'd paid months in advance. Even though I didn't pick the car up until the following day on May 29, 2024 I was still charged for Tuesday. The car I was supposed to rent was not ready and I was put into a similar vehicle. I told the represenstive of that location, **** that I didn't not feel comfortable or safe in that area as I was approached and threatened by a drug addict. He informed me that they do allow pickups at their LAX location. I told him I would be dropping the car off there. I dropped the car off in the designated Priceless parking garage near ***. After my plane landed I was received a voicemail that the car was not returned. I contacted Priceline and Priceless. The priceless representative over the phone was extremely rude and threatened to charge me $500 if I didn't return the car to them. I told him where the car was located again. The representative hung up on me several times. I contacted Priceline and the rental car company several times to speak with supervisors and open a case. My wife contacted me to let me know that ********* tried repeatedly to charge my credit card $500. I notified Priceline and they said they would handle it. On June 4th I was contacted by a tow company at ************* asking me the location of the car. I notified them that it is in their parking garage and where. I then called Priceless to give them the location of the car but the representative refused to write it down and hung up on me.

  Business Response

  Date: 06/20/2024

  We appreciate your feedback regarding your recent experience with 24Seven Rent A Car and sincerely apologize for any inconvenience you faced. However, we would like to clarify some points and provide our perspective on the situation.
  
  Our hours of operation and the correct address for vehicle pick-up are clearly stated on all booking platforms. We are not open 24 hours, and this information is accurately displayed. Additionally, we sent a text message and an email prior to the schedule pickup time with the correct address (****************************) for vehicle pick-up. We regret that you encountered an issue with the incorrect address, but our records indicate that the correct information was provided to you in advance.
  

  You originally booked the vehicle for pick-up at 8:00 PM and did not contact us until 11:00 PM on the night of the scheduled pick-up. As per our policy, reservations are only held and guaranteed for two hours past the scheduled pick-up time. This is why you were provided with a different, but similar, vehicle upon your arrival.
  
  Our policy for LAX drop-offs requires prior reservation and confirmation. Unfortunately, it appears that this procedure was not followed in your case, which is why a $500 improper return fee was charged. This fee is standard policy to ensure proper vehicle handling and return logistics.
  
  We strive to provide excellent customer service and address concerns professionally. Our records show that several calls you made involved profanity and insults towards our staff, which led to the calls being disconnected. We maintain a zero-tolerance policy towards abusive behavior to ensure the safety and well-being of our employees.
  
  Given these circumstances, we are unable to issue a refund for the rental charges. We hope this clarifies our position and we appreciate your understanding.
  
  

• Initial Complaint

  Date:05/13/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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 Oct 14, 2023 we rented a car from 24Seven Rent A Car in ***********, **. The company forced us into a $24 supplemental insurance cost for the rental, but we decided to agree and proceed with the rental. As planned and quoted, the vehicle was returned to 24Seven Rent A Car the following day, on Oct 15, 2023. The vehicle was inspected by the lot attendant and received by company with no issues, defects, or damages present nor reported. SIX MONTHS LATER, on Apr 2, 2024, we received an email notification from 24Seven Rent A Car indicating they would assess a $500.00 "smoking fee" for the rental vehicle returned to them 165 days earlier, stating: "It has come to our attention during the inspection of the rental vehicle ******* Elantra 9GEY160 you recently utilized. Unfortunately, a strong odor of smoke was detected upon return. As per our strict rental policies, we have taken immediate action by charging your account accordingly." We have been attempting to contact the company, via their phone numbers listed in the aforementioned email, as well as on their website and other web listings, but have been wholly unsuccessful in connecting, and they do not even provide the option to leave a message for the company. The rental was booked through a 3rd party site (Expedia), so 24Seven does not have direct access to our credit card information to force this invalid and fraudulent charge upon us, but we are now worried that the company may take other fraudulent actions against us, including potentially affecting our credit report or enacting other undue financial hardships against us. Furthermore, we can guarantee the vehicle did not incur any cigarette odor while in our possession, as my wife and are not, and have not ever been, smokers. All signs point to this "fee" being purely fraudulent and we would very much appreciate the assistance of the Better Business Bureau in neutralizing this attempt at extortion from the company in question, 24Seven Rent A Car.

  Business Response

  Date: 05/30/2024

  We do acknowledge that on 04/02/2024, due to a glitch in our email system, this message was sent in error to all customers, and we sincerely apologize for any confusion or inconvenience it may have caused.
  
  Please rest assured that no smoking fee is being charged to your account. Your satisfaction is of utmost importance to us, and we strive to ensure accuracy and clarity in all communications with our valued customers.
  
  Once again, we apologize for any inconvenience this may have caused.

  Customer Answer

  Date: 06/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/07/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 this company last month and after we returned the car, and it was accepted back by the rental car company as being in good condition, they have now withheld a security deposit of $500 and charged me an extra $300 of my credit card on file. I have been trying to get details from their claims department, asking for evidence of what damage they are claiming was caused, and they have not provided any details back. Their only response has been telling me to file an insurance claim, but they haven't provided the evidence I've asked for before doing that. I've also seen other reviews of this company online with customers claiming a similar experience and that it is a trick and/or scam they are known for. I want my full security deposit back with refund of extra $300 charged (totaling $800). I'm also happy to look at any evidence they claim if they share it, but with it now being from several weeks back, would like timestamped evidence on the vehicle photos to ensure they are not blaming another drivers issue on me.

• Initial Complaint

  Date:04/09/2024

  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 a car few weeks ago from this company 24 seven rent a car ****** Corolla Cross 9HLV726 they are accusing me of a smoke odor and I never smoked in my life they are charging me $500 for a cleaning fee total scam it is

  Business Response

  Date: 05/01/2024

  Thank you for bringing your concerns to our attention regarding your recent rental experience.

  The email notification you received about a $500 smoking fee, we acknowledge that this was sent in error. Our system experienced a glitch, leading to the incorrect emails being dispatched. We understand the frustration and confusion this may have caused.
  We want to assure you that no actual charge of $500 was applied to your account, and there is no smoking fee associated with your rental. We promptly sent follow-up emails to affected customers, to clarify the situation and apologize for any confusion caused by the erroneous notification.

  
  We value your business and aim to provide a transparent and hassle-free rental experience. If you have any further questions or require additional assistance, please don't hesitate to contact us