Complaints
Customer Complaints Summary
- 40 total complaints in the last 3 years.
- 12 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:12/17/2023
Type: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: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: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: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 youCustomer 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: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,
****** *******
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