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:08/07/2024

  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.

  Hi there, I rented a vehicle in ******* with Clubs Car Rental via gotrentalcars.com, voucher #*********, attached, and prepaid $192 for the reservation, a rate which their website said was effective and locked in." I declined insurance at the time of booking because I have coverage through my Geico auto policy. When I arrived at the rental counter, I was told I needed to purchase mandatory basic protection or couldn't take the car. This was at a rate of $29.99 per day, regardless of whether I already had insurance, as well as toll activation at a rate of $7.99 per day (excluding tolls), for an additional total of $202.78 both of which were undisclosed at the time of booking and not listed as options on the rental voucher.I am requesting a refund for the additional $202.78 for these undisclosed fees that exceeded the amount of the total rental agreement.In the (many) months since, my calls and emails have gone unanswered. I emailed as soon as I got back from the trip on Nov. 29, and never heard back. I called to follow up in February and was asked to send in a copy of my insurance policy, which I did. Again, silence. I emailed again in March and again and May, nothing. I called and spoke with someone on the phone two weeks ago that said they'd look into the issue and get back to me in 3-5 days. Nothing. I've checked all my spam and trash folders, and there's no correspondence from them since November. I just want my $202.78 back, still, nearly 10 months later. They should not be in business. Thanks for your help. ****

  

  Business Response

  Date: 08/07/2024

  Dear BBB,

  We replied to that customer numerous times. Attached is the thread of emails showing we did indeed attend that customer. It seems that her Gmail address blocked our emails (see attached delivery status notification).
  

  Upon review of the insurance policy provided, and the rental requirements below, we have determined that no refund is due. Per the rental companys terms and conditions we display that coverage must be of at least $300,000USD, and although your insurance provider is among the list of accepted insurance providers, your specific policy does not meet the coverage requirement.
  
  Tolls on the other hand, are an additional option that can be declined at the time of pickup if you do not intend on using said service.If the option is signed and accepted during the rental pick up process, no refund can be granted either. Please not that local charge and taxes will always apply on optional items.

  Unfortunately we are not able to grant any refund for this customer.

  Sincerely,

  Gotrentalcars

• Initial Complaint

  Date:07/08/2024

  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.

  I reserved a car from the below company, Gotrentalcars.com, May 25 and payed $296 for a car rental from ********* from June 4th to the 13th. The voucher was for a car from Thrifty Rent a car. When I got my credit card statement I had a charge from Thrifty for $195 for the same rental. So I basically paid twice for the same rental and the Gotrentalcars.com $296 voucher did not pay for the car.Rental confirmation #********* Dear ***************************,Your booking is confirmed with the rental company Thrifty Rent Your credit card will be charged within 24 hours by GOTRENTALCARS for the prepaid amount of $296 USD.

  

  Business Response

  Date: 07/23/2024

  Customer made a prepaid car rental reservation on our website for category PDAR/ **** TAURUS Or similar for 9 days in ********* with our partner Thrifty. Attached is the signed rental agreement proving the customer used the prepaid reservation and elected and signed for an upgrade during the rental pickup process. Thus the customer was charged $162 USD + taxes for the upgrade with totals $195.01. This is not a duplicate charge but an extra option the customer accepted during the rental pick up process. Thus the original charge of $195 is valid and no refund is due

• Initial Complaint

  Date:07/01/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: 19 Feb 2024.I paid $850.31 for service.Rental car for amount of ****** with Unlimited miles, sales tax and local fees included.They overcharged me $256.31 for sale tax and local fess.They have been playing with me that neither ******* nor Gotrentalcars wants to reimburse me.They advertise in the internet that tthey are cheaper

  

  Business Response

  Date: 08/07/2024

  Dear BBB, First of all I want to mention that I did submit a reply on 7/31 but I guess your system timed out. Attached are the communication exchanges between our ******** services team myself included and Hertz ******** service. As explained in my submitted answer on 7/31 we did reach out to the customer recently to explain him that (as we told him numerous times) ***** were the ones who will refund him However they needed his credit card information to process that refund. ******** confirmed his credit card details which we then provided to Hertz.Today 8/7 ***** email confirming the refund of the taxes and fees wrongfully charged for the amount of $244.77 USD. As explained to the customer numerous times local fees that apply on the option he selected would not be refunded which is what ***** confirms in the latest communication from today. Moreover I want to add that we went above and beyond trying to satisfy this customer. We even refunded him our margin ($50 USD receipt attached) as a commercial gesture. So overall this customer was granted more refunds that he had been wrongfully charged by the rental company.

  

  Business Response

  Date: 08/12/2024

  Dear BBB, First of all I want to mention that I did submit a reply on 7/31 but I guess your system timed out. Attached are the communication exchanges between our ******** services team myself included and Hertz ******** service. As explained in my submitted answer on 7/31 we did reach out to the customer recently to explain him that (as we told him numerous times) ***** were the ones who will refund him However they needed his credit card information to process that refund. ******** confirmed his credit card details which we then provided to Hertz.Today 8/7 ***** email confirming the refund of the taxes and fees wrongfully charged for the amount of $244.77 USD. As explained to the customer numerous times local fees that apply on the option he selected would not be refunded which is what ***** confirms in the latest communication from today. Moreover I want to add that we went above and beyond trying to satisfy this customer. We even refunded him our margin ($50 USD receipt attached) as a commercial gesture. So overall this customer was granted more refunds that he had been wrongfully charged by the rental company.

  Customer Answer

  Date: 08/23/2024

  It took over 6 months for this issue to be resolved.  Nobody wanted to take responsibility for me being overcharged.  It took me 6 months of calling on a weekly basis and even going to their office so the problem would be resolved. I leave it on your discretion what you want to do.

  Customer Answer

  Date: 08/27/2024

  It took over 6 months for this issue to be resolved.  Nobody wanted to take responsibility for me being overcharged.  It took me 6 months of calling on a weekly basis and even going to their office so the problem would be resolved. I leave it on your discretion what you want to do.

• Initial Complaint

  Date:06/17/2024

  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 from Gotrentalcars.com for our Florida trip. We were supposed to pick up the vehicle on 06/12/2024. Our flight kept getting delayed due to ************* being in a State of Emergency. Everytime our flight was delayed, I called GotRental to tell them. There is proof of this in their notes. Once our flight was cancelled indefinitely, I called them to cancel (after our reservation was extended) and they told me I had paid for a non-refundable car. This was stated no where in my purchase. I tried calling GotRental several times. No one would talk to me and I got hung up on several times. One worker said I would get reimbursed (name *****). Then I get an email saying that was false. I then talked to a manager named **** on 06/14/2024. He told me to respond to the GotRental email and he would try and help me. Crickets. I called back on Monday, 06/17/2024. A man told me he had no log of me calling in. I called again at 4:45pm. A woman told me she did see I talked to manager the prior Thursday, but there was nothing she could do. I also tried calling Dollar Rental in Ft Lauderdale. No one answered the phone there to get my cancellation due to the airport being closed as the Mayor of ************* declared a State of Emergency. I tried to cancel before my reservation came in effect, and there was no response. Im being told I will not get reimbursed even though the airport, roadways and city were shut down. This is why I couldnt cancel. The airport was closed. No one answered.

  

  Business Response

  Date: 06/26/2024

  Let me remind you that terms and conditions are clearly mentioned on our website and must be accepted before checkout. We reached out to the rental company and obtained the confirmation you did not use the prepaid reservation and the refund was issue the same day. Because of exceptional circumstances a full refund has been granted.

  Customer Answer

  Date: 06/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as long as we are paid back as stated in the email that we were sent today. Please see the picture of the email that states we will get our refund due to the circumstances. 
  
  Sincerely,
  
  ****** / ***************************

• Initial Complaint

  Date:06/16/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received my credit card bill and saw a transaction on May 3, 2024 from "Gotrentalcars booking *****" for $148.00.I have never rented a car in *****. The last time I rented a car was in northern ********** and the amount of that rental was $219.42

  

  Business Response

  Date: 06/17/2024

  Customer made a prepaid car rental reservation on our website for 4 days in ********************* for may 3rd 12:30 for 4 days for a manager's choice category with our partner Thrifty. Attached is the confirmation with prepaid voucher that was sent to the customer after checkout when the customer made her reservation on May 2nd. The $148 USD is a valid charge and no refund is due

  Customer Answer

  Date: 06/17/2024

  Dear BBB,

   

  I think it is a valid charge.  But it was extremely confusing that the bill was marked Gotrentalcars ******

  I just spent 5 weeks in ***** and did NOT rent a car there.  As stated, I have never rented a car in ******

  Since this was a charge from *************, not *****, why was it labeled as Paris?  It is had been labeled as ************* I would not have submitted the complaint.

  Please tell the business that the label is what caused the problem, and I still wonder why it was labeled as Paris.  They should provide better labels and transparency.  

   

   

• Initial Complaint

  Date:04/17/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I pre-rented a car from this business for a vacation and upon arrival they had canceled my reservation. They indicated I had missed a two hour window to pick up the car. My flight had been delayed so I was approximately 3 hours late. There was no indication in the rental agreement indicating this. I had pre-payed for the rental so I feel I should have been able to arrive at any time to pick up the car. It cost me an additional $400 to re-rent a vehicle. In addition they deducted an additional $50 from my original rental payment.

  

  Business Response

  Date: 04/17/2024

  Dear BBB, It is clearly mentioned in our terms and conditions accepted at check out and on the confirmation sent at booking that in case of any delay the renter must contact the rental company in order to secure its rental. The customer did not call the rental counter and thus the vehicle reserved had been rented to someone else and its reservation cancelled and flagged as a no show. Our cancellation policy accepted at checkout stipulates that in case of post pick up cancellation or no show a $50 penalty applies. Client has been refunded accordingly and no other refund is due. Sincerely, GRC **************** Team

• Initial Complaint

  Date:04/10/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had booked a car "Manager's Choice" as advertised online with this vendor on Nov 17th 2023 for $206. I was not provided service and was told this car is not available when I went to pick up. This merchant did not inform me the unavailability of the car though it was booked in advance nor reserved it for me, as I had already paid for it. I had to pay extra at the pickup window & pick another car as I had no alternative after standing in line for over an hour for car pickup. I want this merchant to pay me $206 as he did not provide the service for the car I had booked for online & I had to pay extra at the pickup window. This car rental must be scamming other people same way by charging online & not providing the reserved car & then making people upgrade & choose another car just like it happened to me.

  

  Business Response

  Date: 04/15/2024

  Dear BBB, the category booked in this case is called "MANAGERS CHOICE" meaning that the rental company location manager, depending on what is available on the lot at that specific time on that specific day, is going to allocate a specific vehicle to that renter. If the renter does not accept the car chosen by the manager then he/she has the option to opt for an upgrade and select a different category. Attached is the signed rental agreement showing the customer opted in for an upgrade by signing and accepting the extra charge. The customer was charged accordingly by THRIFTY for the upgrade only. The prepaid voucher of $206 USD was applied and thus no refund is due

• Initial Complaint

  Date:04/04/2024

  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.

  On Oct 26th I booked a rental with a Go Rental Cars Agent using my **** card. I told the agent that my flight was scheduled to arrive at 0030 hrs on Oct 28 and that it would take me about one hour to deplane get my luggage and get to the rental car location I asked for the rental cars hours of operation and was told that the rental car agents hours of operation was 24/7 and they were located inside the airport near the baggage carousel. When my plane arrived at airport I found that I had to take a airport to a off-site location to rent a car. There was no Thrifty Agents at the airport. When I went to Thrifty it was about 0115hrs.I was told that they didn't have any cars to rent. When I asked for suggestions I was told to try other rental companies in the building I called Got Rental Cars and asked for the customer service department l wasn't given a number but was given a email address. I emailed them twice explaining what had happened and requested they refund me for the $469.00: they charged my card for the rental. As of today I haven't heard from them.

  

  Business Response

  Date: 04/15/2024

  Dear BBB, The customer made a car rental reservation over the phone and requested the pick up to be at 00:30. If the renter did not arrive within an hour from the scheduled pick up time, the rental company (in this case Thrifty) is allowed to rent the car to someone else. Please find attached a copy of the confirmation page sent to the customer

  Customer Answer

  Date: 05/14/2024

  Got Rental Cars
  

  
  

  I have viewed your response to my complaint  filed with the Better Business Bureau and  was unable to determine  your suggestions how we can best solve the issues raised in my complaint.  Please read attachment #1 and 2 regarding your cancellation policy on no show and failure to notify ************** within 48hrs of pick up time,.  Please view attachment #3 which shows the time my flight arrived at ****************  Please view   attachments #4 , my  emails to you on November 28th and December 7th 2023  requesting a refund in the amount of $469.00.   I remain optimistic that we can  resolve the listed issues  timely.

  
  

  ***************************

  2303 Dovetail Park Lane

  *********, **********; 77469

  ************

  

  Business Response

  Date: 05/20/2024

  As mentioned in the terms and conditions accepted at checkout if the customer is not able to pick up the car or not cancelling prior to pick up time a $50 penalty applies. Customer has been refunded accordingly $419. receipt is attached.

  Customer Answer

  Date: 05/26/2024

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

  Customer Answer

  Date: 05/26/2024

  I wish to thank  employee  ******* in the BBB for assisting me in  getting a acceptable  resolution  to my complaint with GOT RENTAL CARS. 

   

  ******************************

  *****************************************

  *********, Texas  77469
  

   

• Initial Complaint

  Date:03/15/2024

  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.

  Tuesday January 23, 2024 I booked a rental car for **************. The rental application asked me what time i would pick up the car. I put down 11 since my flight was coming in around that time. When I got to the rental car location it was closed. It closed at 11pm. *************** booked me for a rental pick up at 11:00pm for a location that closed at 11:00pm. Due to arriving after it was closed, I canceled my reservation and received an email stating that a refund would be issued shortly. It never came. I finally called and spoke to someone saying they wouldn't issue a refund because I it was a no show. I find this to be extremely dishonest for a company to book a pick up so close to a store closing and then not issue a refund because of the mistake. This company is dishonest and seeks to scam its customers. ************************* Booked on 01/23/24 booking id ******** $128.00 Scammed by ***************

  

  Business Response

  Date: 03/20/2024

  Dear customer, Results displayed on our website from any search are the same as if you had gone to book directly on any rental companies website, in this case on Thrifty.com. Rental companies allow to book up their closing time. We do not have control over this. The same goes with the cancellation/refund policies. That specific offer you selected is non refundable after the pick up time. This was mentioned on the website at check out and on the voucher we sent you. Please note that in order to complete the booking you had to accept the terms and conditions. Moreover we have paid in full your rental to the rental company and we won't be refunded. Unfortunately since you arrived after the rental company closing time no refund is due.
  

• Initial Complaint

  Date:01/23/2024

  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.

  We booked a car through ************* to be picked up at Hertz Grand ******. Our flight got delayed a day, but I couldn't reach anybody at their customer service line. When we arrived to ***** the next day, we were informed the rental was cancelled and we had to book a new rental for more than twice what we paid. I still haven't been able to get ahold of anybody at the ************* to get a refund.

  

  Business Response

  Date: 02/07/2024

  Dear BBB, The customer arrived to pick up the car a day after the scheduled pick up date and thus that is why ***** had cancelled its reservation. In this case and as stipulated in the terms and conditions accepted at checkout the customer should receive a refund minus a $50 penalty. Please note that as a commercial gesture this specific customer had been integrally refunded. Attached is the receipt of refund. Sincerely, GRC **************** Team
  

  Customer Answer

  Date: 02/07/2024

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