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:01/17/2024

  Type:Order 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 rental car with FOX / EuropCar through **************** for a vacation to *************** ******. When we arrived on 1/2/24, the customer service representative at FOX / EuropCar informed me that my reservation did not include insurance and charged me an addl $428.55 USD. My booking through ************ clearly states that insurance is included in the price I pre-paid under the section titled services included (attached).The EuropCar representative claimed that the local government required me to purchase other insurance and that I would not be able to rent the car we had reserved without buying their insurance. As I was traveling with my 3 young children, we were forced to make the purchase or be stranded. However, they then noted on the attached rental contract that the reason for charging the additional insurance is that I had requested an upgrade to a larger vehicle, which is completely false. ******* then FORGED my initials to sign this part of the contract without notifying me or receiving my permission to do so I DID NOT SIGN MY INITIALS anywhere on the contract and purchased the insurance only under the belief that it was required by ******* law according to the reps ********** to me. I discovered the fraudulent signature / upgrade explanation only after I received the rental car contract via email.The Yelp page for EuropCar Rentals in *************** notes that that business is notorious for running this scam, but ************ still continues to partner with them. When I raised the issue to ************ customer support, they ignored my complaint. I would like **************** to refund the $428.55 and work to collect this fraudulent charge from their business partner (FOX / EuropCar Rentals in ***************) and to stop brokering US clients to foreign criminals like EuropCar.

  

  Business Response

  Date: 01/31/2024

  Dear BBB and ********************, First of all let me apologize on behalf of our partner FOX/*************** for the bad experience you encountered. We are trying our best to get you refunded by *** but at this point they have only *****ed a 30% refund on optional items charged locally. Insurance included in the prepaid reservation displayed on the website and on your voucher were indeed already included in the rate you had booked. The collision damage waiver and theft protection came with deductibles so that means there was still some amount you could have been liable for in case of accident or theft of the vehicle. It appears that the optional items you accepted and added to the contract were not included in the prepaid reservation (Emergency roadside assistance, zero deductible option, Glass, wheels and tire protection). On top of that there is an upgrade selected at the counter. All these items have been signed and accepted by yourself at time of pick up and this is why FOX won't accept a full refund. We are still trying, negotiating with FOX so they can hopefully ***** you a full refund. We will keep you updated as soon as we hear more from them. In the meantime if you have any question regarding your case please email our customer service team at ************************** JB from Gotrentalcars.com

  Customer Answer

  Date: 01/31/2024

  Dear BBB and ************,

  Thank you for your message. To be clear, we were told by FOX/EuropCar of ****** that we had only 2 options: (1) pay the addl $428.55 ************* or (2) receive NO car. This was NEVER presented to me as an upgrade and I never made any request for an upgrade. The agent at the counter communicated that this was the cheapest insurance option available and that I would need to pay it to get ANY car despite my pushback that I already had insurance. The agent quickly clicked through and initialed the portions of the contract stating that I had requested an upgrade (THIS IS JUST NOT TRUE AND I DID NOT SIGN MY INITIALS). FOX/EuropCar clearly runs this fraudulent practice (see Yelp page where dozens of others have experienced the same fraudulent business practices) and we are absolutely *********** a 100% refund. Please reimburse the $428.55 USD and work with your business partner on this -- there's just no reason we should be subjected to this when it is clear that FOX/EuropCar of ****** is engaging in criminal behavior and you are continuing to do business with them. Please provide the resolution ASAP.

  Best,

  ******

  

  Business Response

  Date: 02/01/2024

  I am happy to let you know we obtained the refund from FOX. Please find attached the receipt of refund from EUROPCAR/FOX ****** for $428.55 USD. Sincerely, GRC **************** Team

  Customer Answer

  Date: 02/01/2024

   
  Complaint: 21155846
  
  I am rejecting this response because:  
  Dear BBB and ************,
  
  Thank you for your message. To be clear, we were told by ***/EuropCar of ****** that we had only 2 options: (1) pay the addl $428.55 ************* or (2) receive NO car. This was NEVER presented to me as an upgrade and I never made any request for an upgrade. The agent at the counter communicated that this was the cheapest insurance option available and that I would need to pay it to get ANY car despite my pushback that I already had insurance. The agent quickly clicked through and initialed the portions of the contract stating that I had requested an upgrade (THIS IS JUST NOT TRUE AND I DID NOT SIGN MY INITIALS). FOX/EuropCar clearly runs this fraudulent practice (see Yelp page where dozens of others have experienced the same fraudulent business practices) and we are absolutely *********** a 100% refund. Please reimburse the $428.55 USD and work with your business partner on this -- there's just no reason we should be subjected to this when it is clear that FOX/EuropCar of ****** is engaging in criminal behavior and you are continuing to do business with them. Please provide the resolution ASAP.
  
  Best,
  
  ******
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 02/01/2024

  I am happy to let you know we obtained the refund from FOX. Please find attached the receipt of refund from EUROPCAR/FOX ****** for $428.55 USD. Sincerely, GRC **************** Team

  Customer Answer

  Date: 02/01/2024

  Thank you very much -- the refund has not processed on my credit card yet. We will close this out via BBB as soon as the refund has been received. I appreciate your help very much.

  Best,

  ******

  Customer Answer

  Date: 02/02/2024

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

• Initial Complaint

  Date:01/15/2024

  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.

  This is what happened and what I emailed gotrentalcars.com in an attempt to get a refund of $411.00 and resolution. After I emailed the company, I made numerous attempts via phone and was told that I would receive a refund but that they were waiting on confirmation from Thrifty stating that the voucher had not been used. A return phone call was never received from gotrentalcars.com to resolve this matter. Because of this issue, I had to go with another rental car company which cost me another $400+, resulting in the total cost of $811.On 11/12/2023, I reserved a rental car through gotrentalcars.com company for the time frame of 11/23/2023 - 12/3/2023. When we arrived to pick up our rental car, we were informed that they did not have any cars available and that they had overbooked the rental cars, even though we had a reservation. This evening, 11/27/2023 at 3:49PM (Eastern time), I called (after 3 previous attempts throughout the weekend) regarding our rental car reservation through your company and spoke with ***** and relayed that information to him. After the previous phone call, I received an email stating there would be a cancellation fee for refund/no show and I called back at 5:59PM (Eastern time) and spoke with ***** again. He informed me that this was just a standard email that is sent to the customer when they send a refund request confirmation from the rental car company. Our credit card has already been charged $411.00. It was not our fault that this reservation was not kept as the rental vehicles were overbooked, in which case a full refund is expected. A refund was never issued or received from them, nor has anyone reached out to me to resolve. it.

  

  Business Response

  Date: 01/16/2024

  Dear GRC Customer, Please accept our apologies on behalf of the rental company Thrifty for not honoring the prepaid reservation because they were overbooked during the holiday weekend. Let me also add that ******* only replied to us and confirmed they could not serve you on December 27th. We understand that is a long wait and we also apologize for not replying to you earlier. However at this time and since you have disputed the transaction already via your credit card we are unable to refund you. The funds have already been taken by your credit card institution and they should be refunding you anytime now if it was not done already. Sincerely, GRC **************** Team

• Initial Complaint

  Date:01/15/2024

  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.

  Reserved a car then cancelled the reservation the same day. Still got charged for the full rental of $195.00 even though they offer a free no fee cancelation within 48 hours. In addition, they reserved a car for me at a location that closed down and doesn't even exist anymore.Monday, December 25, 2023, 09:00 ******************** ********************************* *****************

  

  Business Response

  Date: 01/16/2024

  Dear ****************, First of all we would like to apologize for the bad experience you encountered however the cancellation policy stipulated on our website and accepted by yourself at checkout has been honored. You made a car rental reservation with Thrifty the day before the pick up. Since Thrifty only allows full refund on cancellations made at least 48hrs prior the pick up time you did not qualify for a full refund. We received your cancellation request before pick up and in this case you qualify for a refund minus the last minute cancellation fee of $50 USD. Please see attached you confirmation and voucher mentioning the cancellation policy accepted at checkout. On January 12th you have been refunded of $145 USD accordingly. If you have any other question or comments please reach out to our customer service team via email or phone. Sincerely, GRC **************** Team

• Initial Complaint

  Date:01/11/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a vehicle for 5 days for a family wedding in *****. I flew in from ******* and they picked me up and took me to the vehicle. They asked me to pay a ****** deposit. I returned the vehicle with no issues, gas full. They never returned my deposit. I have been calling and emailing for over a month. No one picks up my calls or answers my emails. I am owed my deposit back. I returned the vehicle in the same condition and full of gas. Rental agreement *********.

  

  Business Response

  Date: 01/17/2024

  Dear GRC customer, please find attached a copy of the payment system from ACO rent a car confirming the deposit refund of $150.00 USD was done on 12/12/23 at 9:45AM. If you still have not received it please let us know and we will investigate deeper with the rental company. Sincerely, GRC Customer Services
  

  Customer Answer

  Date: 01/17/2024

   
  Complaint: 21124150
  
  I am rejecting this response because: I have not received the check. Please confirm my address and confirm the check has not been cashed. I would rather you refund the credit card that was used to pay for the deposit initially. That is what I was told would happen so why I was not expecting a check. Issue of this refund still needs to be resolved. 
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 01/28/2024

  I never received the supposed check. The company has always said they would refund the credit card used, which they have not. When will they refund my deposit? I have been complaining since Nov 2023 how much longer do I have to wait to get back what is mine? Help me.

  Customer Answer

  Date: 02/26/2024

  I rejected the answer because I never received the supposed  check payment. I have not cashed any check or received my deposit back in any form. They still owe me the deposit.

  

  Business Response

  Date: 02/26/2024

  Attached is a screenshot from the computer system of the rental company showing the refund was processed. There is nothing more we can do to help. Customer should at this point reach out to their bank to ask them to release the funds as the rental company did issue the refund more than 2 months ago.

  

  Business Response

  Date: 03/05/2024

  Attached is a screenshot from the computer system of the rental company showing the refund was processed. There is nothing more we can do to help. Customer should at this point reach out to their bank to ask them to release the funds as the rental company did issue the refund more than 2 months ago.

  Customer Answer

  Date: 03/05/2024

   
  Complaint: 21124150
  
  I am rejecting this response because: I rejected the answer because I never received the supposed  check payment. I have not cashed any check or received my deposit back in any form. They still owe me the deposit.
  
  Sincerely

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

  

  Business Response

  Date: 03/05/2024

  The refund was automatically done by the rental company on the customer's card used for the deposit on the day of pick up. The $150 deposit hold was lifted so you should not see any charges or if there is a charge you should have also received a refund. Please provide your bank statement for the period in question and the period after so we can verify this information for you

• Initial Complaint

  Date:12/27/2023

  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 12/20/23 I was charged $872 on my credit card by ************* Booking (Car Rental Broker). On 12/26/23 at 4am my wife *************************** booking # ********** and 4 young children went to pick up the rental car at Routes Car Rental in ************ ** (This is the car rental place that ************* Booking used for this car). Routes Car Rental did not have any cars and there was a waitlist of at least 18 people.My wife requested a refund and was told she needed to work with ************* Booking. ************* Booking sent my wife an email in Spanish so she could officially respond with her request for money back. The email that ************* sent my wife claims that my wife was a NO SHOW and a cancellation fee will be deducted from our refund, in the email we are told by ************* Booking this will take several weeks. That was not the case, they overbooked car rentals and people were forced to wait hours/days for there car rentals. My wife choose to leave the car rental place with our children instead of wait hours and days. I am not sure how ************* Booking is allowed to be in business, how can they work with a Car Rental in ************ ** that has a history of not having cars available for the bookings they have made. This is ************* Booking business model, collect client money, do not deliver the product, possibly split the cancellation fees collected by Routes Car Rental. This is a bad business with no regard for customers.

  

  Business Response

  Date: 01/08/2024

  Dear GRC  Custoemr, Please accept our apologies on behalf of our partner Routes car rental in ***. During peak season rental companies tend to book to full capacity and whenever a vehicle is not returned on time or happen to break down they don't always have a replacement vehicle available. We understand it shouldn't happen but be assured none of that was anticipated and was definitively out of our control. After obtaining confirmation from the rental company that you could not use the rental because of the non-availability of the vehicle we did issue a full refund of the $872 USD on January 4th ****. Sincerely, JB from GRC ******** Services

• Initial Complaint

  Date:12/17/2023

  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.

  Made a reservation to pick up a rental car at ***********************. When I arrived to pick up the rental car the company wanted $3,802 (the insurance deductibles) paid upfront. The email stated I would have to pay a security deposit at time of pick up. Therefore, I was not able to go through with this booking and had to make a whole new reservation with them which cost me $510.93 with no outrageous security deposit.

  

  Business Response

  Date: 12/18/2023

  Please find attached the signed rental agreement from our partner rental company Drivalia showing that the customer used the prepaid reservation/voucher #*********. Extra charges paid locally were not for a new rental but to add a zero deductible coverage option. Customer has accepted the extra charges when signing the rental agreement. All charges are valid and no refund is due.

• Initial Complaint

  Date:11/25/2023

  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 reserved a car for rent and was not able to pick up car due to flight delay. I called to cancel reservation. This was on October 12 2023. I have called weekly for a refund as the police clearly stated that if I cancel the day off I would get a refund for everything but 50 dollar cancellation fee. I have called and spoke with the company every week since October 12. They acknowledge that they will provide a refund but still no refund.

  

  Business Response

  Date: 11/27/2023

  A refund of $152 USD has been issued on november 23rd 2023. We apologize for the delay.

• Initial Complaint

  Date:11/20/2023

  Type:Customer Service 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 a rental car to travel through their website. I am currently trying to cancel in order to make a new reservation because I am trying to add an EXTRA day of using the car. I contacted the business where the car will be picked up from and since I booked through a third-party, I would have to contact the pay-later which is what they said. Contacted pay later and was told that they have nothing to do with issue and to contact the rental company. Back and fourth calls but no solution whatsoever. I also has to put my card information when booking and was told my pay-later that they will charge a fee if I don’t get the car.

  

  Business Response

  Date: 11/21/2023

  Customer contacted our customer service team yesterday 11/20 and got his/her booking cancelled without penalty. Then customer rebooked for a new rental for one extra days.

• Initial Complaint

  Date:11/13/2023

  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.

  I had to cancel my reservation shortly after booking, and was offered a partial refund. After calling and speaking with a supervisor, we were told we would get a full refund. The company sent me an email confirming that I was entitled to a full refund, however after multiple calls and emails we still have not received a full refund. There has been no communication from the company regarding this issue for weeks now, and we feel hopeless in resolving this matter.

  

  Business Response

  Date: 11/22/2023

  Customer has already been refunded minus an automatic $25 for last minute cancellation however we have also granted these $25 to be refunded as well. This $25 refund will be included in the next batch of refund done later this week so the customer will receive its full refund in the coming days. We apologize for the delay, please bear with us as we are processing this request. Thank you

  Customer Answer

  Date: 11/25/2023

  
  
  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. If however the funds are not deposited back into my account in a timely matter, I will not hesitate to inform the BBB again.
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:04/12/2023

  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.

  Last month I rented a car for $309 (GotRentalCars- Voucher *********). When I arrived on April 11th to pick up my car from ** *** Rentals **** **** ******* ******, I was told that that unlimited mileage would cost me an additional $350, On my printed voucher, it clearly states that I have "unlimited mileage". According to the person at the counter, only non-locals get unlimited mileage. He is confused and wrong, because my GotRentalCars voucher would have stated under their "Services included" section that unlimited mileage is only for non-local renters. After showing him the voucher, he said the voucher is mistaken. I refused to pay the additional $350 and walked away. I'll email the voucher when an email address is provided.
  
  .

  

  Business Response

  Date: 04/18/2023

  Attached is the original confirmation and voucher sent to the customer. In the additional information section I have highlighted in yellow a comment referring to the mileage conditions for local renters: "Please also note that local renters mileage conditions may vary by location." This same note was also displayed on the website prior booking. Even though it mentioned unlimited mileage in the services included section it also says that local renters may have different mileage conditions. For this reason we have waived the penalty for not using the prepaid rental and have issued a full refund back on the customer's card. Sincerely, Julien B******** **

  Customer Answer

  Date: 04/18/2023

  
  
  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,
  
  
  
  ****** *******