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:06/17/2025

  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.

  Booked rental car for June 19, 2025 on June 16, 2025. Received email on June 17, 2025 that credit card did not go through. Called back within hours and company had cancelled booking, claimed they called three times (zero calls received) and is trying to charge 3X the price for exact same rental car booked hours earlier. Fraudulent scam by company. Request rental to be reinstated and charged on card which has gone through with every vendor except this one.

  

  Business Response

  Date: 07/06/2025

  To whom it may concern:
  The customer did a car rental search on Kayaks website and selected our offer on June 16th 2025. In order for the customer to make the reservation the customer is required to view and accept the terms and conditions.The link for the terms and conditions is right above the complete bookingbutton. The terms and conditions state Payment of a prepaid rental is required in full upon completion of a booking with GotRentalCars. Once the payment is accepted a voucher will be sent with the confirmation email. If payment in full is not received on time, GotRentalCars reserves the right to cancel the booking without any compensation. In addition to this, Sixts cancellation policy states Cancellations are accepted at no cost up to 48 hours prior to vehicle pick-up time. Amendments and cancellations made within 48 hours prior to vehicle pick-up time a penalty of $120 applies. If the reservation is not cancelled by the pick-up time or in case of a no-show no refund is due. The customer accepted the terms and conditions, and made a reservation with Sixt at the *********** for a pickup date of June 19th 2025 at 21:30. On June 17th 2025, we attempted to process the payment for this reservation and the payment failed. The customer was then sent an automated email advising that the payment had declined and that she should contact our company for payment. We also called to customer advise that the payment has declined at 10:37am EST, we were unable to reach the customer, and left a voicemail. After not being able to process the payment and not receiving a call from the customer, we attempted to call the customer two more times at ****** EST on June 17th. According to Sixts policy if the reservation is not canceled before 48 hours of the pickup time a penalty fee is applied. With this, the penalty will be charged if we have received payment from the customer or not. So, to eliminate the risk of our company having to absorb the cost of the penalty fee if the customer did not provide payment at all, we canceled the reservation before the 48-hour window. Within 3 minutes of us cancelling the reservation the customer called us back to try and provide payment but once the reservation is canceled, we cannot reinstate it. However, we attempted to make the customer a new reservation, but the customer declined to re-book. In conclusion, we did our due diligence and attempted to contact the customer several times before the reservation was canceled.

  

  Business Response

  Date: 07/15/2025

  We did try to process the payment 3 times. Attached is a screenshot from our payment system providing proof. The bank returned the decline code invalid_cvc which usually means the customer inputted a wrong verification code or expiration date. As mentioned previously, if the customer card had gone through we would have not canceled the reservation.

• Initial Complaint

  Date:06/15/2025

  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 booked/rented a car through GotRentalCars.com on February 18, 2025 (Reference #L13813619A8, Booking 575152044)I was flying from ***** to ********* and was supposed pick up the car from Thrifty Car Rental in ********* at 11:00pm at night. Because of delays on the flight coming into and leaving **** I did not arrive in ********* until 12:36. I took the rental car shuffle to Enterprise but when I got there the only person there was a security guard wh told me that the place was closed down. It was now 1:40am in the morning and so I took an **** to my home 30 miles away and the following day rented a car from a local company. I immediately call the number on the paper work to cancel and explain the situation but the employee, *******- told me there was nothing she could do and that since I didnt pick up the car and did not cancel the car 48 hours prior to the start of the contract I was going to be charged the full price of $501.I find this to be a little absurd. There was no way I could call the company while I was stuck on an airplane in the air. By the time I landed the company was closed. If they were open, I would have gladly completed the contract- It would have been so much easier for me but instead I had to spend a lot of extra money to hire an **** X at 2:00 AM in the morning, and then spend an additional 30 minutes of my time to speak with ******* and now another 30 minutes to compose this email.Obviously, this was something out of my control. I have never rented from GotRentalCars.com and cannot believe that your company would take OVER $500 of my hard-earned money in exchange for no services. That seems incredibly unfair.I have called numerous times and cannot got an explanation- I have sent an email asking for an exception to the 48 hour cancellation fee and have never received a reply from the company.Please help! $501.00 is an awful lot of money to me.

  

  Business Response

  Date: 07/01/2025

  To whom it may concern:
  The customer did a car rental search on Kayaks website and selected our offer. In order to make a reservation our website the customer needs to review and accept the terms and conditions. The link for the terms and conditions is right above the complete booking button. The terms and conditions state Vehicles will be made available to you at the place, date and time specified in your confirmation email. The terms and conditions also state If the reservation is not cancelled by the pick-up time or in case of a no-show a penalty of $50 applies. These penalties may differ depending on the rental company and/or the promotion selected and will be displayed at time of booking and on the voucher.Thriftys cancellation policy states Cancellations are accepted at no cost up to 48 hours prior to vehicle pick-up time. Amendments and cancellations made within 48 hours prior to vehicle pick-up time a penalty of $120 applies. If the reservation is not cancelled by the pick-up time or in case of a no-show no refund is due.  The customer accepted these terms and conditions and made a reservation on our website February 18th 2025 for Thrifty Car Rental at the ***********. The vehicle the customer reserved was scheduled to be pickup by March 5th 2025 at 23:00. This information was displayed on our website prior to completing the reservation and in the voucher/confirmation email sent to the customer at the time of booking. On March ******** at ******* EST the customer contacted our call center and requested to cancel the reservation. The representatives informed him that since the time of pickup had passed, we were unable to cancel this reservation and that no refund would be due. The customer explained that his flight was delayed and by the time he arrived, the location was closed. The agent then advised the customer that Thrifty honors prepaid reservation for 24 hours and that he could still go and pickup the rental vehicle. He declined this offer stating he had already rented another vehicle with a different company. We were unable to make an exception to Thriftys policy the customer accepted at booking because we were billed in full for this reservation due to it not being canceled by the time of pickup. We conclude that the charge is valid, and no refund is due.

• Initial Complaint

  Date:04/28/2025

  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.

  On April 26th, 2025, I booked a rental vehicle through GotRentalCars.com with pickup scheduled at *******. Upon arrival, I was denied the rental due to Thriftys credit check policy. At no point during the booking process on GotRentalCars.com was I made aware that a credit check could result in the denial of service without a refund. After being denied, I contacted GotRentalCars.com and was told they would not refund my money, citing Thriftys policy.GotRentalCars.com collected my payment and failed to adequately disclose critical information that directly affected my ability to receive the service I paid for. Therefore, I am requesting a full refund of $447 for services not rendered.If not resolved, I am prepared to escalate this matter further.

  

  Business Response

  Date: 05/06/2025

  To Whom it May Concern:
  
  On April 26, 2025 a car rental search was done on Kayak and our offer was selected.
  
  Before entering your information to book the reservation our website advises:
  The primary driver must be present at the rental agency's counter with a valid credit card in the driver's full name. ***** ********** or **************** are acceptable (debit cards wont be accepted). The driver must also show a valid driver license and a valid ID with first and last name of the driver.
  
  After entering all of your information, our website states By clicking Complete Booking, you are confirming that youve read, understood and agreed to the Terms, Conditions & Local Fees right above the Complete Booking button and a link is provided to our terms and conditions.
  
  Under the Eligibility section of the terms and conditions it states:
  
  Debit cards, especially **** Electron or MasterCard Maestro are not accepted by rental agencies. The rental agency will use the credit card for the deposit.
  
  After the customer makes the reservation, they are sent a confirmation/voucher to their email and under the important information section of the confirmation/voucher it states:
  Please print and bring this document with you at the Thrifty Rent rental counter for picking up the vehicle.
  
  You must present the following documents:
  (originals only not photocopies)
  - A credit card in the name of ***** Dwarka (******** or MASTERCARD)
  - A valid driver's license in the name of ***** Dwarka
  
  Please note that our website and confirmation/voucher are worded the way it is because some companies/locations do not accept debit cards at all.
  
  In order to avoid any inconveniences at the time of pickup the customer was supposed to verify that they met the rental companies requirements,as advised in the confirmation/voucher emailed to you at the time of booking.

  
  Due to you not having a credit card as advised, the customer was subject to additional stipulations, such as a credit check, which would not have been necessary if the customer presented a credit card.

  
  With this, there is no refund due because the customer did not have a credit card and Thrifty tried to still assistance the customer and allow them to rent with a debit card if the customer passed a credit check.

  
  Since the customer failed the credit check they became ineligible to rent the vehicle.

  
  The policy accepted at the time of booking states:
  Cancellations are accepted at no cost up to 48 hours prior to vehicle pick-up time. Amendments and cancellations made within 48 hours prior to vehicle pick-up time a penalty of $120 applies. If the reservation is not cancelled by the pick-up time or in case of a no-show no refund is due.

  
  We have attached the voucher/confirmation sent to you at the time of booking and the screenshots of where the debit card policies are mentioned on our website for you to review.
  
  We understand that the customer wishes to be refunded because they were unable to rent the vehicle but we are unable to make an exception to the policy you agreed to and accepted at the time of booking because no errors were made by our company and we are billed in full for reservations not canceled by time of pickup with Thirty.

  
  We hope this information provides clarity to the customers concerns.

  
  Sincerely,

  
  

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23258360
  
  I am rejecting this response because:

  Thank you for your response, but it does not resolve the core issue of my complaint.
  While your website notes that a credit card is generally required, it does not clearly or prominently disclose that Thrifty may conduct a credit check when accepting debit cards, and that failing this check would result in complete denial of the rental with no refund. This is a critical detail that directly impacted my ability to receive the service I paid for and should have been made plainly visible during the booking process.
  For clarity:
  I arrived on time at Thrifty with a valid debit card, drivers license, and ID all in my name.
  Thrifty does accept debit cards, and had that not been the case, I would not have attempted the rental.
  What was not made clear at booking was that Thrifty would require a credit check for debit card users and could deny the rental based on that check with no refund.
  When I contacted GotRentalCars.com after being denied, I was told by a representative that Thrifty should have canceled the reservation on their end, which did not happen.
  I did not cancel, nor did I fail to show up. I was denied the rental based on an undisclosed policy that prevented delivery of the service through no fault of my own. Hiding this type of critical requirement in fine print or relying on customers to chase down terms after payment is not fair practice. A customer should not lose $447 for a transaction where the service was never provided.
  For these reasons, I am again requesting a full refund. If this matter is not resolved, I will continue to escalate it through additional consumer protection agencies, review sites, and public platforms.

  
  
  
  

• Initial Complaint

  Date:03/27/2025

  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 made a booking through ************** on 3/27/2025, and the payment was processed via my credit card. However, I never received any booking confirmation, nor was I asked for my email address. The website states that I would receive confirmation within 48 hours, but I have no way of verifying the booking since no details were provided.Upon further research, I discovered multiple reports indicating that this website is a scam, with several customers stating they never received their bookings or refunds. I have been charged but cannot access any booking information, and there seems to be no way to contact them for a resolution. The phone number they have provided on the site doesn't work as nobody picks up the call.

  

  Business Response

  Date: 04/10/2025

  Dear BBB customer,

  
  On March 26, 2025 a search was done on Kayaks website and the customer selected our offer.
  A booking request was submitted under the name ****** ****** for a pickup date of May 18th 2025 at 13:00 until May 23, 2025 at 13:00 with a company called Easeway Car & Truck Rental at the ************************ location.
  As stated in our terms and condition a confirmation email is sent to the customer within 48 hours after the time of booking.
  With this, the booking request was confirmed the next day (March *******) and the confirmation was sent to the email ********************** that was provided on the booking request.
  We then received a call from ******* ****** using the phone number ************* March 27, 2025, at 09:28am EST requesting to cancel the reservation, and it was canceled by the representative she spoke with and a full refund of $150 USD was issued that same day.
  An email confirming cancellation sent to the email we had on file ********************** March 27, 2025 at 09:31am EST.
  The name ******* ****** or email *************************** was not provided on reservation/order #*********.
  So, if ******* ****** was expecting to receive a confirmation to be sent to ***************************, she would not have received it because email ******************** was put on file for the reservation or the email provided contained a typo.
  Also, our call center is opened 7 days a week from 9am until 7pm EST and our phone number is listed on our website.
  In conclusion, the reservation/order # ********* has already been canceled, and we have already issued a refund of $150 to the card we had on file ending in 3803.
  
  Please let us know if you have any questions or need more information.
  
  Sincerely,

  
  

• Initial Complaint

  Date:03/14/2025

  Type:Product 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.

  ******* ******** <********************************>Wed, Mar 12, 2:23PM (2 days ago)to me I made a reservation at Gotrentalcars.com in August of 2024 for Feb of 2025. My husband made a mistake and paid using a ***orted stolen card, so I had to pay with my card in Dec 2024. The total amount was $85.00 for 4 days. I requested unlimited mileage as I always do when I reserve cars in *********** for 8 days : Mon-Mon. It was about the same amount we get quoted for a whole week without tolls added. So I thought I was paying for the car. When we got to the rental office, there was no reservation and no previous payment. We were informed Gotrentalcars.com was a 3rd party and the information was not in their system, nor the payment showed and my husband paid $340.74 for 4 days including tolls and unlimited mileage. because" Floridians have a limit of 50 miles per day"; however if you are driving from ******* to the keys, that rule does not make you reach your hotel reservation on time So we paid and as soon as we returned I called Got ************** explained what happened and requested a refund. that was 3/3/2025. The *** found my reservation at first try, verified I had chosen unlimited and paid for the cost of the car and offered to open a claim with the rental office as to why they charged my husband again. I was to give it 3-4 days for the resolution. I called again on 3/11/2025 . The lines and queues were busy so I had to leave a message which supposedly would be returned the same day. Not really! So I called again 3/12/2025 and this time the *** could not find my reservation nor any information about my rental. She needed to research it and would call me back. At this point I know this is a scam because I have read about people complaining about this same behavior and never getting their refund back.

  

  Business Response

  Date: 04/12/2025

  Dear BBB Customer,
  
  A car rental search was done on Kayaks and our offer was selected. Prior to making a reservation there is an additional informationsection on our website that advises important information that the customer should be aware of before make a reservation. Before reservation ********* was made the additional information section advised: ***Florida residents are eligible for 50 free miles /day. Unlimited mileage for local resident costs $19.99/day + taxes. Under no circumstance vehicle may leave *******, otherwise the renter is charged $1,000.00 plus tax of cross border fine + a mileage charge $0.25 +tax /mile of entire rental mileage. All insurances companies are accepted upon verification at the counter by the personnel.*** On August 23, 2024 a reservation was made under the name **** ******** for a pickup date of February ******* at 09:00am until February 28, 2025 at 05:00pm with the rental Stride at the ********************************* location. A confirmation was sent to *********************** the same day. The confirmation contained the additional information that the customer should be aware of before picking up the vehicle as well. We were contacted on February ******* 11:33 EST by **** advising that she did not have the confirmation email for booking ********* and needed us to send her the confirmation email again,and our customer service representative confirmed her email and resent the confirmation email. After that call we did not receive another call regarding this reservation until March ****** at 11:25am EST. During this call we were advised by **** that the reservation was not used because the rental company advised her that they did not have a reservation for **** ******** and that they did not have anything to do with our company because we were a third-party company and that she had to pay for a new rental at the counter. We advised her that we will contact Stride to investigate why this occurred, rectify this situation, and to make sure the voucher was not used so we can issue a full refund if what she was advising was true. However, ****** advised that this was not true and that voucher/reservation was used and provided us with a rental agreement that was signed by **** ********. Upon reviewing the rental agreement, it was determined that **** ******** paid for unlimited mileage because he was a ******* resident and the unlimited toll package was added. With this, it was determined that no refund was due. After this **** contacted us on March 12, 2025 at 1:45pm but provided the representative a number that was not in our system so the representative could not locate the booking. The customer was provided all the necessary information that was needed in order to rent the vehicle and the reservation/voucher was used. It is the customers responsibility to make sure they review all the terms and conditions to ensure they do not pay any unexpected expenses at the rental counter. It is/was determined that there is no refund due.
  
  Should you have any questions or need further information,please do not hesitate to contact us. We remain at your disposal for any additional assistance you may require.
  
  Thank you for your understanding.
  
  Regards,

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23068474
  
  I am rejecting this response because I want to know what were the $85.00 I paid for and also, if there are 2 different numbers of reservation, one I paid for $85.00 and the actual one my husband paid at Stride  why would that happen when I had the original confirmation with me?  Obviously, at the counter, the *** did tell us there was no such number in their system ( the confirmation number I received from gotrentalcars.com)  and we had to start another.  The payment I made was also missing from their system. I am asking for a refund.  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 05/06/2025

  Dear Customer,

  
  The prepayment of $85 USD is the total cost for reservation 162537526/*********-MCO as booked and confirmed on our website and confirmation email sent to *********************** at the time of booking.

  
  We contacted Stride to verify if the voucher/reservation was used and they advised that it was and forwarded us the signed rental agreement.

  
  We have uploaded the voucher and rental agreement and highlighted the section in the top right corner of the rental agreement showing that the number on the rental agreement and voucher matched.

  
  On the rental agreement it shows a prepayment of $62.91,which does not include our margin, and the difference is non-refundable.

  
  If the voucher for reservation 162537526/*********-MCO was not used it would not show a prepaid amount on the rental agreement.

  
  Based on the documents provided, our prepaid voucher has been correctly applied, and the additional charge corresponds to these additional options purchased at the time of pickup and were not included in the prepaid reservation:

  
  -FL Unlimited Tolls - OSRC USD51.96
  -Local Unlimited Miles - OSRC USD182.00

  
  The options were accepted and signed for at the time of pickup, and were subjected to a concession fee, and local tax.

  
  Also, when a reservation is done on our website two numbers are generated, which are the voucher and reference number.

  
  162537526 is the voucher number (the confirmation number for GotRentalCars) and the reference number is *********-MCO (the confirmation number for Stride) for **** ********* reservation.

  
  We hope this information provides clarity to your concerns and we apologize for any confusion and misunderstandings that may have transpired at the rental counter.

  
   However, we have verified that the prepayment/voucher was applied to the rental agreement and there were no errors made by our company.

  
  Sincerely,

  Customer Answer

  Date: 05/12/2025

   
  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:02/03/2025

  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 booked a car rental through this company from January 14, 2025 12 pm to February 5, 2025. Upon arriving to the rental company the clerk has informed me that he doesnt have a car for me and that I arrived after the booking time and was marked as a no show. I arrived around 1:00 PM as my flight was running late. I still dont understand why picking up the car after the booking time makes a difference since I am already paying for the rental since 12 pm. I have rented cars more than handful of times and this was never a problem. I was never not given a car after showing late since the booking was already made. I am very dissatisfied with this company as they put me in a bad situation and I had to look for another car rental at the airport in a foreign country at the time of my arrival. I had to pay a very high price for the rental for that reason and this was all caused by this business. After calling them multiple times they were finally offer me a refund of $62 which is not even half of what I paid. I dont understand what the fee was for if no service was provided to me. I was also able to check their reviews online and they are all horrible. This business is running a scam advertising for cars at very reasonable price and they look for every little thing to get away with not providing the service.

  

  Business Response

  Date: 02/20/2025

  Dear BBB, This customer has made a car rental reservation on our website for a pick up a 12pm noon on January 14th in *********** however he showed up to pick up the car with almost 2 hours delay (not at 1PM but closer to 2PM). Moreover at booking the customer did not provide his flight details so the rental company had no way to track his arrival. When a flight number is not provided and the customer has not arrived within an hour from the schedule pick up time it is common practice that rental companies rent the vehicle to someone else. In this case the reservation becomes a no-show and the corresponding post pick-up/no-show penalty applies. As mentioned in our terms and conditions accepted at check out by the customer in case of a no-show the penalty is $50 USD; thus the client was refunded accordingly $62 USD. NO other refund is due. Sincerely, Gotrentalcars.com

• Initial Complaint

  Date:01/18/2025

  Type:Service or Repair 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.

  This company contracts with other small foreign companies then takes zero responsibility for the service they offer. I rented a car through with a small agency in *****. The rear passenger panelled got scratched in a narrow alleyway and due to an early flight back to the ** I had to leave it there (using the key drop box) before the agency openned in the morning without receiving the final rental contract showing the damage. My insurance people at my credit card company need that one document showing the damage. I have contacted ************** five times the past nine months to help get this one necessary document and they have done nothing but forward emails to *****. I begged them saying "Can a human here please talk to a human there and communicate five words "final rental agreement showing damages?" and ******* said "no we can't." I asked if there is someone higher up who could do this and she said "no" and hung up. They point fingers of responsibility at the companies they chose to contract with (and receive money from) but take zero responsibility themselves and provide zero customer service or satisfaction. They told me (to take responsibility for their chosen partner) and call Italy myself. So there is what you get from gotrentalcars.com. From now on I will only rental from nation companies like **** or Budget that keep their own records and take responsibility for the service they offer.

  

  Business Response

  Date: 02/07/2025

  This customer is over reacting. We have done our best trying to assist him and we did not only provide the documents he requested but we also obtain a full refund of the 1200EUR deductible he was charged. Obtaining documentation from rental companies involves different people and departments it does not happen overnight. Anyway, please find attached the chain of email with the rental company including the receipt of refund. Customer should actually thank us for obtaining him a refund instead of posting negative comments. Sincerely, Gotrentalcars.com

  Customer Answer

  Date: 02/11/2025

   
  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:09/18/2024

  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 maka a reservation true Gotrentalcars.com for mu trip to ******, they charge my card fully 7 days before pickup date. My flight was 2 hours late, as I arrived at car rental desk, they informed me that my reservation was canceled do to late show, and i understand that if reservation was only on paper, but i paid in full 7 days ago, if they get my mony already, what is the reason to not have a car for me which it was paid in full, the manager tell me that is correct, but we dont recived any **** from you at all, he showed me in system that they dont get paid, and that was only reason that they not hold my reservation and rent my car for someone else, ( bussy time of the year). He try to help me out and he said that he can return my reservation they have only one car but i need to bay over $500 more and byu insurance from them, that was only option, now i tried to contact gotrentalcars for over 1 hour over the phone no one responded, i travel with 2years old boy, we check other options and we see no other way than pay $500 to get the car, now after 3 week of calling gotrentals finally someone pick up the phone, take my claim and return on email that this is all normal, and for my question why you dont pay many a paid you, to rental company ,they never answered. In my opinion its 100% their fault and keeping someones money like this is a fraud, pleas help, Rental confirmation #******** Date they charge my card in full $270 -07/14/24 Pickup date 07/21/24 And at that time 2200 pln extra ( polish currency)

  

  Business Response

  Date: 09/24/2024

  Dear BBB, this is straight forward. The customer opted in for optional Superplus CDW deductible protection that was not included in the prepaid reservation and was charged 2200 PLN for that service. Attached is the signed rental agreement showing that the customer signed and accepted this extra option and that it was the only charged incurred locally. The prepaid reservation #********** sold at $270 USD was used and no refund is due. The customer even got a free upgrade to a standard automatic SUV for free instead of the intermediate manual SUV he had reserved. You will find attached the prepaid voucher/reservation, the signed rental agreement, the invoice for the extra option and the correspondence we had with the customer explaining him the charges. Sincerely, ************ services

• Initial Complaint

  Date:08/18/2024

  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.

  On May 18th 2024, I made and paid a reservation in full for the rental of an electric car compact size to be picked up at the airport of ******* in ******, ******. Attached is the confirmation of the reservation with the time at which the car was to be picked up (9am), the place and all the conditions of the contract. When I arrived at the counter around 8am, the clerk at the *** counter told me that no electric cars were available for me. He suggested to go elsewhere if I insisted in renting an electric car. In order to satisfy my needs, I had to rent a car from ***** in the same airport yet the similar electric car as the one I had paid for cost ****** euros ($313.15) ************ is ******* (Hertz) PORETTA, ***** LUCCIANA, ******. The GotRentalCars.com company was contacted at the time of pick-up of the car and later in ****** and in the ***. I was told that I would receive a full refund yet I received an email stating that they would keep $50 because I didn't cancel my reservation before the time of pick up. After speaking with numerous agents who all agreed that I should be receiving a full refund, to this day, I have yet to receive the last $50 for the refund and any money to compensate for the extra cost due to renting a car at the last minute. The extra cost is approximately of 313 minus 175 equal $138. The total amount requested is $188 and if they refuse the whole amount, to refund at least the money I paid for nothing $50.

  

  Business Response

  Date: 08/23/2024

  Dear GRC client, a full refund of your rental with Gotrentalcars has been granted ($175 USD). Let me share with you more context we obtain from our partner rental company: It appears that that the category booked was not available and we apologize for that. Fleet failure happens. However the rental company tried to accommodate you with a different category but your credit card did not go through for the rental deposit on the day of pick up. In this case you were liable for the $50 penalty; that is why you had originally been charged the $50 penalty. As a commercial gesture we did grant you a full refund (see attached). Sincerely, GRC Customer Service Team.

• Initial Complaint

  Date:08/15/2024

  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.

  On 6/29/24 I was scheduled to pick up a rental car upon my arrival to ***************. My flight was delayed so I called to cancel original rental and book a new one because I wouldnt be arriving until 10 pm. My flight was further delayed and I was unable to cancel the rental. I called to cancel the next day and was told I would receive a refund once confirmed I didnt pick up the rental. I never received a refund and when I had my credit card company reach out gotrentalcars mentioned a 24 cancellation policy. However this policy didnt apply to my first rental I canceled on the day of. Also how am I supposed to cancel within 24 hours if Im booking the day of? I have tried to contact them via email and have not received an update to what is going on. I dont appreciate this and again I was told on more than one occasion a refund would be applied.

  

  Business Response

  Date: 08/19/2024

  Dear BBB, It appears that when the customer requested to be rebooked a new voucher was sent with the new cancellation policy stipulated on it. Unfortunately **** does not grant refund in case of no show or post pick up cancellation. Moreover since the customer has disputed the transaction with their bank we are not able to generate any refund anyway. Please see what the payment system says: " Your response submitted on Jul 17, 2024 is being reviewed by the cardholders issuing bank. We will notify you when we receive the issuing banks decision. We expect a response by September 5, 2024 with their decision. Sincerely, *** Customer Service Team

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 22145782
  
  I am rejecting this response because: I was told on more than one occasion a refund would be given once gotrentalcars confirmed with Sixt rental that I did not pick up the rental car. There was no information giving to me regarding a cancellation policy and how my circumstances were not abiding by that policy. When I called on 6/30/24 I was told this information and that there was nothing I needed to do but wait on the response from gotrentalcars. My husband called back on 7/1 and even 7/5 we kept being told they were waiting for a response and an email had been sent but there was no reply. Either way I was misinformed about receiving a refund and this is why I went to my bank to dispute the transaction. I do not appreciate being told I would receive a refund and then the information has all of the sudden changed. 
  
  Sincerely,
  
  ********* *****

  

  Business Response

  Date: 09/09/2024

  Dear *** customer, your bank institution declined your chargeback as the terms and conditions accepted on the second booking were applied accordingly. Let me remind you that we had already waived the cancellation fee on your original booking and offered you that second rental at a discounted rate. When you rebooked on the phone you requested a pick up at 10PM and your attachment shows your flight arrived after 11PM which is the time Sixt rental office closes. The agent who made the booking for you mentioned to you the closing times of the rental companies at *** that day and you did accept to confirm that rental. As mentioned previously the rental company charged us in full for this rental and thus this is why no refund is due.

  Customer Answer

  Date: 09/11/2024

   
  Complaint: 22145782
  
  I am rejecting this response because: I am exhausted of the back and forth. Like I mentioned and showed proof of my flight was delayed. I was sitting on the runway in ******* ****** for an hour waiting to take off. This is why I was late to pick up the rental. My flight was seriously delayed over 8 hours and I was unable to retrieve the first and second rental. My frustration with your company is that more than ONE agent informed me that I would receive a refund. And this rental car was more expensive so I dont understand the discounted rate comment. Either way I would like some sort of refund either full amount or half. Thank you for your time. 
  
  Sincerely,
  
  ********* *****

  

  Business Response

  Date: 11/08/2024

  Dear Customer, As mentioned previously there is nothing we can do since we have been billed in full for this rental. The accepted terms and conditions apply. We can not be held liable for a delayed flight. You shall contact your airline for compensation. Sincerely, ************ services