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:09/30/2025

  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 reserved a rental car through this company on June 5, 2025 for ****** ******** for September *****. We encountered a 'problem' at the counter. The woman told us we needed to provide proof of auto insurance. We did not have it, but I was able to contact Mercury and they immediately emailed me a copy. Incidentally, I have comprehensive insurance ie, gold-plated. When I showed my policy to the agent, she stated "it doesn't say ' loss of use'". She called over the manager who also said "we can't rent to you because this policy doesn't say loss of use". I have rented cars dozens of times and have never heard of this. At this point, my wife who was standing close by observed many people renting cars without having to show an auto insurance policy or prove "loss of use". She heard the agent next to us ask his customer "you have auto insurance, right?'" The customer replied yes and the agent said "okay, you're good".We were at an impasse. The manager then stated "I'll go check on something and be right back" We waited several minutes and then the agent told us "she went to lunch, so we can't help you" We left and needless to say the damage and inconvenience to our trip was *************** retrospect, I have determined what happened to us that day. 1. I feel it was age discrimination, as we are both senior citizens and the agents were condescending and dismissive of our questions. 2. We rented the *** for a very low price - $343 for 10 days. I believe that the rental car agency reneged on our car because the price was so low and they were packed with people wanting to rent a car. I was refunded all but $50 for my payment. The agent on the help line stated that he can't do anything for us. At a minimum, they should have refunded the entire amount.I am planning legal action for age discrimination and breach of contract. I am fortunate to have gold -plated legal insurance as I pursue this injustice and damages.

  

  Business Response

  Date: 10/01/2025

  Dear client, please accept our apologies on behalf of our partner rental company Routes car rental in **************. We did not have the full context of your experience in ****** and that is why, by default, the last minute cancellation fee of $50 was applied. As a gesture of good faith and commercial gesture we have issued a refund of the cancellation penalty. you have now been fully refunded. Sincerely, Gotrentalcars.com

  Customer Answer

  Date: 10/02/2025

   
  Complaint: 23954685
  
  I am rejecting this response because:
  

  The refund of $50 is appreciated, however it is not adequate to rectify the injustice of the breach of contract. Due to the unfair and discriminatory refusal to rent us a car, we had to go to another agency- Budget - and pay an additional $337 for a similar rental car. As is the case, when one rents a car on very short notice, the car rental companies charge high rates as opposed to reserving well in advance. Because of the unfair refusal of Routes Rental cars to rent us a car, we had to pay the a much higher amount. I believe that GoRentalCars or Route Rental Cars should reimburse us the additional $337, This is the minimum that should be done. We were greatly inconvenienced by this, we had to take a Lyft to our hotel in downtown ****** and we were without a car for four days, which was the earliest we could pick up the car from Budget. The reimbursement of $337 would bring our expenses to the original cost of $343, which was the original charge for our Nissan Rogue from Routes Rental. There were additional costs that we were forced to pay, but I am not asking for the extra  and unexpected costs, only the difference that I had to pay for the rental car from Budget. I am willing to download our bill from Budget, if necessary 
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 10/09/2025

  We have contacted Routes car rental and asked them to provide compensation for the bad experience you encountered with them. Please reach out to our customer service team at ****************************** with a copy of the signed rental agreement and final invoice from Budget along with your bank account details so we can forward these to Routes to accommodate you with a refund

• Initial Complaint

  Date:08/06/2025

  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.

  I rented a car through gotrentalcars.com. My flight was delayed (not an uncommon occurrence in travel) and I was not able to inform the rental car until I finally landed in *******. **************** said that if I coudl prove my flight delay, I caoudl get a full refund, so I attempted to do this, but so far they have kept teh $50 cancellation fee even though they cancelled.

  

  Business Response

  Date: 08/24/2025

  To whom it may concern:
  The customer did a car rental search directly on our website June 25th, *************************************** 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 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. Failure to appear on time at the rental location may cause the rental agency to invalidate the booking. Our 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. The customer accepted the terms and conditions, and made a reservation with Routes Car Rental at the *********** for a pickup date of July 23rd, 2025 at 20:00. On July 24th,2025 at 1:48am, we received an email from the customer that his flight was delayed and was unable to notify the rental car company. On July 24th,2025 at 12:13pm we notified the customer that we were contacting the rental company to confirm that the voucher was not used, so we can issue a refund in accordance to the booking policy. On July 30th, 2025 a refund of $230 was issued in accordance to the booking policy the customer accepted at the time of pickup. The customer provided us with proof that their flight was delayed, but our support team was unable to review the proof until August 6th,2025. On August 6th, 2025 3:21pm, we informed the customer that we sent his request to waive the penalty fee to our billing department and would have an update within ***** hours.  On August 7th, 2025 the $50 penalty fee was waived, and the customer was issued the refund of $50. In conclusion, we have provided the customer with a complete refund for reservation ********* and no additional refund is due.
  

  Customer Answer

  Date: 09/25/2025

  
  
  

  Hi *******,

  A few days after making this complaint, I did get further contact from the company GotRentalCars.com, and they did refund the additional $50 cancellation charge, so I have now been 100% reimbursed and so I do not have a financial complaint about the company.  

  
  

  Thank you for any part you made in getting this refund for me.

• Initial Complaint

  Date:07/29/2025

  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.

  Set up a renter through the third party. I arrived to the rental with everything necessary to complete the rental, which included my ,my license, personal debit card, and credit card. In transit from the airport to the rental car facility, my credit card, was lost or stolen. I did not find this out until I arrived at the rental car facility. I made every effort possible to rent the car, which included a soft check. The credit check was not approved, and I was told that I was not able to rent the car. I was sent away and had to find alternative means of transportation at 1:00 am, on July 23, 2025. At that point I suspected everything was finished, and I cut my losses, until I received an invoice for the amount stated in the attached document totaling $287.00. They refuse to give me any refund, or work with me stating that I violated my terms and agreements. And I believe that the terms and agreements were canceled when I was turned away as the company sent me back to the airport without stating that I was going to be charged any further. They made it impossible to receive a product that they then charged me in full for.

  

  Business Response

  Date: 08/11/2025

  To whom it may concern:
  The customer did a car rental search on Kayaks website and selected our offer on July 17th 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 booking button. The terms and conditions state In order to pick-up the vehicle, the primary driver listed on the voucher must be present at the rental agency with the voucher emailed by GotRentalCars. The primary driver must also present their drivers license, a valid ID and an international credit card in the primary drivers name. Another policy the customer accepted for this reservation also stated 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 ***** at the *********** for a pickup date of July 22nd 2025 at 22:00. On July 29th at 9:39am EST,we received a call from the customer advising that she was unable to get the vehicle due to not having a credit card and that ***** was willing to make an exception to their policy and accept a $500 deposit on a debit card, but the customer did not have $500 for a debit card for a deposit. Shortly after this call our support team notified the customer via email that no refund was due because the reservation was considered as a no-show (not cancelled by the time of pickup). The customer contacted our call center again July 29th 2025 at 10:31am EST, now stating that she was turned away because did not have credit card and that she had failed the credit check. Our representative informed the customer that no refund would be due because the reservation was not cancelled by the time of pickup and that it was advised that a credit card was needed prior to the customer making the reservation. The customer then put someone else on the phone who immediately, threatened to contact the BBB if the customer was not provided a refund and that the customer will dispute the charges. Our call center representative then informed them that the terms were accepted prior upon booking, and it was advised in the voucher/confirmation email sent to the customer at the time of booking as well, and the representative then resent the customer the voucher/confirmation to review. In conclusion the customer was advised several times that she needed to present a credit card in order to rent the vehicle, however the customer failed to present a credit card. ***** attempted to make an exception to their policy and allow the customer to still rent the vehicle with a debit card, but the customer failed to meet the rental requirements and failed to pick up the vehicle or cancel the reservation by the time of pick up, resulting in no refund being due.
  

  Customer Answer

  Date: 08/20/2025

   
  Complaint: 23669593
  
  I am rejecting this response because:

  As stated in my original complaint, I did in fact have a credit card; however, it was lost in transit from ********* to *******. When I arrived, I was informed by the ***** representative that I would be required to pass a credit check and provide a $500 deposit. I explained at that time that I did not have the $500 deposit available. Lastly, my brother decided to take the call because I was overwhelmed with frustration. He was not rude, and did in fact state that I would pursue further with filing a claim with BBB. 
  

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

  

  Business Response

  Date: 09/25/2025

  In its reply the customer just confirmed that the driver mentioned on the contract did not have a credit card for the deposit when at the counter nor a debit card with $500 USD available. The fact that the credit card was lost in transit is not relevant. Hertz is charging us in full the rental and thus the terms and conditions accepted at checkout stand. We are unable to make an exception and no refund is due.

• Initial Complaint

  Date:07/26/2025

  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.

  NEVER USE AGAIN - BEWARE! I rented 2 cars in ***** through this garbage platform. The first rental **** told me that the booking was a manual, even though I selected automatic, where they upcharged me 250 euro for the same car. The second rental through ******** we showed up and they GAVE AWAY OUR VAN! They told us that we needed to show up "on time" which was stated as 1-hour and then again as 30-minutes after the pickup time. Their website policy states a time period for drop-off but NOTHING about pickup time. Could you imagine a hotel giving away your room after 30-minutes!? You hear stories of car rental scams in ***** and this was another perfect example. Will never use this company again and I will tell everyone that I know to never ever use got rental cars. 0/10 terrible customer service - terrible company. STAY AWAY!!!

  

  Business Response

  Date: 08/03/2025

  To whom it may concern:
  The customer did a car rental reservation search directly on our website on 3 different occasions. 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 booking button. Our terms and conditions state Vehicles will be made available to you at the place, date and time specified in your confirmation email. Failure to appear on time at the rental location may cause the rental agency to invalidate the booking. The policy the customer accepted also states If the reservation is not cancelled by the pick-up time or in case of a no-show a penalty of $50 applies. On July 21st at 15:15 EST the customer contacted our company via email to inform us that they were unable to rent the vehicle because they did not arrive on time and requested a full refund for reservation *********. Due to the customer contacting our company after the time of pickup to request reimbursement and not renting the vehicle,we informed the customer that a refund would be issued according to the policy the customer accepted at the time of booking once we receive confirmation that the voucher was not used. On July 22nd Felirent advised that the reservation was not used because it was not used and classified as a no-show.With this, a refund of $822 CAD was issued to the customer. The customer contacted us again via email on July 24th expressing that they were unsatisfied with the refund amount and requested a full refund. We then explained the policy that the customer accepted at the time of booking and advised the customer that if their flight was delayed and can send us proof, we could request to waive the penalty fee for reservation *********. Also, if the customer was unable to do this, we informed them that if they made a new reservation for future dates using our platform, that we can request for the penalty fee to be waived. The customer was still not satisfied with anything we advised or the information we provided. The customer began to respond to our emails using vulgar language and insults. In regard to the reservation with **** with the number the confirmation #*********, the customer reserved a Jeep Renegade or similar with a manual transmission. The reservation was made June 5th 2025 to pick up the vehicle on July 16th and the customer was sent the voucher/confirmation immediately upon booking. Unfortunately, we were never notified that the customer experienced any issues while renting with ****, but the customer did in fact make a reservation for a vehicle with a manual transmission, so if the customer did want to rent a vehicle with an automatic an automatic transmission, this would incur additional fees. In conclusion, the policies and important information was provided to the customer prior to making the reservation, the customer accepted the policy at the time of booking, the customer declined the resolutions we offered, and there is no additional refund due.

• 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