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: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,
  
  ***************************

• 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