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Business Profile

Auto Rentals and Leasing

GotRentalCars.com
BBB accredited business seal
BBB Accredited BusinessB Rated by BBB

Complaints

Customer Complaints Summary

  • 37 total complaints in the last 3 years.
  • 11 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/13/2023

    Type:Product Issues
    Status:
    Resolved
    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:
    Resolved
    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,



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

GotRentalCars.com is BBB Accredited.

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