Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/18/2025

  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

• 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