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:07/21/2025

  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 made a reservation for a vehicle on 07/18/2025 for 2 days using Expedia. Upon making the reservation I realized that I had left my drivers license at home and I wouldnt be able to meet the minimum requirement. I got to the location provided the agent with my name and told him that I did not have my drivers license and if its possible for him to accept a digital version of my drivers license. The guy at the desk said he cannot accept a digital version, I asked him if its possible for him to switch the drivers name under which the reservation was made he said he cannot do that. He then stated that I should make another reservation for the other driver that has their drivers license available. I proceeded to make the second reservation and then hes going to inform me that he cannot take same day reservations and that he has no cars available. So I asked him to cancel the reservation and provide me with my refund to which he stated he cannot provide me with my refund and that I have to go through Expedia etc. 72 hours after the incident no refund has been provided.

  Business Response

  Date: 07/21/2025

  Good afternoon,
  
   I would like to inform you that, according to the terms and conditions of our company, it is mandatory to present a physical driver's license, as it is one of the main requirements to be able to pick up the vehicle. Therefore, in your case, it was not possible to accept a digital version.
  
  In addition, since the client made the reservation through *******, the payment and management of the reservation corresponds to them. Therefore, I recommend that you contact *******'s customer service team directly.
  
  I am attaching a screenshot directly from the booking expedia with the terms and conditions where they explain the credit card and their rules on cancellations.
  
  Once the customer arrives at the counter they are reinforced with this explanation, but it is the customer's responsibility to have read it beforehand.
  
  We would like to help you more but all the rules were valid and supported by the booking, we are sorry we can not do more, however if you have any other questions feel free to ask us.

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23630488
  
  I am rejecting this response because:

  The attendant instructed us to make another reservation and when we did hes then going to say that hes not accepting same day reservations and added that he doesnt have any cars available. He was racist and he basically stereotyped us. Therefore this response is unacceptable and Expedia is stating that they are trying to get the refund from colusa but you are sending us to *******. Provide ******* with my refund so they can refund me if thats the case.
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 07/22/2025

  Good afternoon,
  
  We have responded to the booking Expedia that was where the customer has made his reservation and proceed to approve the refund to the second booking of ****** ******. The customer should contact expedia directly, since it was to them that he made the prepayment.
  
  We want to clarify that in our company we have never been racist nor have we ever been at any time. We highly value diversity and respect for all people, and we have always worked with honesty and ethics. We are sorry for any misunderstanding and we are here to answer any questions or concerns you may have.

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23630488
  
  I am rejecting this response because:

  You stated that a refund was issued it has not, Expedia has been trying to reach out to get a refund, they have not and its a constant back and forth. As it relates to your office/ company valuing diversity that might be a company wide policy but I am telling you what I experienced, I guess because I wasnt Latino I was stereotyped I will be contacting my lawyer because your company displayed serious unfair business practices and racism. Not only did they *** told me to make another reservation standing right in front of him to then say oh I dont have any card knowing all too well that I wouldnt be getting my money back you ***s are scammers and that front desk individual that was there is an outright racist.
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:07/11/2025

  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.

  We rented a car from this business while vacationing in *******. We were charged and told it could take up to 30 days to receive that deposit back. Then we were told that if we gave a favorable review, they would speed up the process for getting our deposit back. We refused. It has now been well over 30 days, and I have attempted to contact them several times. They text me different things but have done none of them. I am owed closed to 200 dollars that needs to be put back on my credit card. While the customer service at the actual place was decent and the car was sufficient, the service afterwards, has been horrible. I'm just getting the runaround.

  Business Response

  Date: 07/16/2025

  Good morning
  
  I wanted to inform you that due to an error in our system in conjunction with the bank, the deposit was not automatically released as it should have been.
  
  However, our manager has already performed the release manually to resolve the situation and ensure that everything is in order.

  I am enclosing the refund receipt for you to verify from the bank, the deposit release has been successfully released.
  
   Thank you very much for your understanding and we are at your disposal for any further questions or assistance you may require.

  Customer Answer

  Date: 07/16/2025

  Yes, they did post the refund yesterday. I am not completely satisfied until it is actually credited back to my account as it is still in pending. they have said things before and not followed through. So, I am pleased with their efforts to resolve but would still like to keep this complaint active until the refund is actually posted and not just pending. Thank you for your assistance.

  Customer Answer

  Date: 07/28/2025

   
  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:07/06/2025

  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.

  I am writing to formally express my frustration and concern regarding a vehicle I rented on May 21st, 2025. At the time of rental, I was informed that a $500 deposit would be placed as a hold on my account. However, the amount was actually debited from my account. As of today, July 6th, 2025, I have not received a refund for this deposit. Despite returning the vehicle on May 26th, I was told the refund would be automatically released after 30 dayswhich would have been either June 21st or June 26th, depending on how you calculate the timeline. I have contacted the company multiple times, but have not received a resolution. To make matters worse, there is no phone support. Every attempt to call is redirected and I was told to use WhatsAppa platform I do not typically use in the **** Nevertheless, I downloaded the app and reached out. Each time, I was told a manager would review the case and issue the refund, but no one followed up, and no refund has been processed. Due to the lack of response, I filed a dispute on June 30th with my bank, but I have still not received my funds back as of todayover a week later.Additionally, my rental experience was very poor overall:.I was pressured into purchasing ************** even though I have full coverage and frequently rent vehicles through major travel platforms. Most insurance policies cover $250,000 in damages, but this company raised the threshold to $300,000, seemingly to force customers into buying additional coverage. I was also coerced into buying a toll pass at $19.99 per day, which felt like a predatory upsell. The vehicle provided had over ******* miles, and the remote key did not work.This experience has been unacceptable and extremely disappointing. I will never rent from this company again, and I strongly urge travel platforms like ********* and others to stop listing this company as a rental option for customers.This company should be penalized for holding customers' funds and providing such poor service.

  Business Response

  Date: 07/06/2025

  Good afternoon,
  
  I am very sorry to hear that you had such a frustrating customer experience.
  
  
  In order to verify in the system what has happened regarding the security deposit, we require your name and reservation number so that we can provide you with proper support. Since for ****** ****** we did not locate the name in the system.

• Initial Complaint

  Date:06/25/2025

  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 December 8, 2024, I arrived at ******** *** Car Rental in ******* to pick up a vehicle reserved through Priceline for a ****** Rogue or similar. I was given a ****** Kicks, a smaller vehicle. ******, the **** claimed no other vehicles were available unless I paid $400+ more. I asked for a supervisor and was told none were available.While driving, the hood detached on the highway with children in the car. It was improperly secured with a zip tie. I drove two hours back to exchange it, only to receive a downgrade.After returning home, I was offered a $50 refund and $50+ reversal unacceptable given the risk and poor service. My attempts to escalate were ignored, and emails bounced. Im disputing this charge and considering small claims court. Screenshots of all communications are attached.

  Business Response

  Date: 06/25/2025

  Good afternoon,
  
  We regret what happened at the time and apologize to the client for what happened, which she graciously accepted.
  
  This case was closed by us on December 19, 2024 which we came to the conclusion after discussion with the general manager was given a compensation of $105.42 for what happened and the client ******** ******** agreed.
  
  Attached is an email conversation in which the client accepted the compensation given to her and we proceeded to refund the 15% discount of what she paid and we eliminated the balance of the tolls she had pending.
  
  Attached is the refund that was made on December 19, 2024. 
  
  On the other hand, she was not given an inferior car, the client reserved online a car of category CFAR ****** RAV4 or similar of 5 passengers and she rented a ******, Highlander, WHITE which the bumper came off and we proceeded to change it for a ******, Highlander, SILVER of 7 passengers. Much larger than the category he took as an upgrade.

  Customer Answer

  Date: 06/26/2025

   
  Complaint: 23516548
  
  I am rejecting this response because my response was incomplete. As stated a plethora of times I told the company that i did not accept the offer. It is clear that this was not a complete sentence. I have been firm about my complaint. I provided a complete response that day. i have asked if there is policy manual that outlines the expected response time? As soon as I saw their response, I sent that message. Two separate messages were sent. At that time, I was in the middle of teaching a class and wasnt even aware that it had been sent because it was still in my drafts. Please see the attached correspondence. They continue to ignore me. 

   

  
  
  Sincerely,
  
  ******** ********

  Business Response

  Date: 06/26/2025

  The case of client ******** ******** - RA #FLL - *****, was resolved and closed on December 19, 2024, at 19:59.
  
  
  We attach the evidence again.
  
  
  There is nothing more to do from our side.
  
  
  The compensation accepted by the client was made.

• Initial Complaint

  Date:06/17/2025

  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 rented a vehicle from Colusa Rent A Car in ***** from 5/13/25 to 5/19/25. I declined their toll service because I intended to use my own active EZ Pass transponder. Nowhere on the Expedia listing, Colusas website, or in the rental agreement was it stated that using a personal transponder was not allowed. The toll waiver form I signed only stated that Id be charged $25 + toll if I used toll roads without payment. Since I used my own device to pay the tolls, I expected no additional charges.After the rental, Colusa charged me $455.29 $50 per toll despite the fact that my EZ Pass was active and billed for the tolls. When I disputed this, they claimed their policy against personal transponders was in the Spanish FAQ on their website. This is false I reviewed both the English and Spanish FAQs, and the restriction is not listed anywhere. They also admitted via ******** that the Expedia policies were still being uploaded and incomplete.All communication was via WhatsApp; I was never able to speak with a manager or live agent by phone, despite multiple requests. I sent video evidence of their website showing no such restriction, yet they insisted that declining their toll service authorized them to charge my card even though I never used their toll system. I explained repeatedly that if I had known I could not use my own device, I would have accepted their toll option.This practice is deceptive, predatory, and misleading. I was charged for a service I did not use, based on a policy that was never disclosed in writing, in person, or online. I am requesting a billing adjustment and full refund of the $455.29.I have attached screenshots of my communication with Colusa Rent A Car, where they admit the relevant policy was not available on their site or Expedia and still tried to enforce it retroactively. These clearly show the lack of transparency and denial of a full resolution.

  Business Response

  Date: 06/18/2025

  Good morning 
  We are sorry for the confusion in communicating with our **************** staff. But everything was explained in detail and everything is supported with images of the contract.
  
  We have reviewed your case in detail and the conclusion is as follows:
  
  The charge of: $455.29, is due to the use of tolls without the activation of the same at the time of renting the car, this carries a fine of $25 for each toll + the cost of the same is in the T&C of the rental agreement, that said you used 24 tolls during your rental, only the fine is $600 + $8.20 of the value of them.
  
  I cordially inform you of the Manager's decision.
  
  We have reviewed your case and found that in addition to the $455.29 charged in tolls, $152.91 more arrived.
  *In total it would be: $608.20.*.
  
  The client was informed that the manager considers as an exception not to charge her the $152.91 and refund her only $55.29 of the $455.29.
  
  This would amount to a compensation of $208.20, which is *****% of the total amount of the fines. But the client did not accept.
  
  Attached are documents of the tolls that appear in the system with their fines.
  
  We have toll devices included in the vehicles, so she cannot remove the device, nor use her personal toll device, because the system will continue to charge the toll amount.
  
  The toll rates are explained in the Terms and Conditions of us at ************* and *********** which is the reservation where you made the reservation.
  
  Once the customer arrives at the counter this explanation is reinforced. and in the contract signed by the customer it is also noted that the toll device cannot be removed or replaced.
  
  We would like to help you more but all charges were valid and supported.
  
  Attached is all the evidence regarding this case.

  Customer Answer

  Date: 06/29/2025

  Complaint: 23477974
  
  I am rejecting this response because: 

  The companys response is factually incorrect and misleading.
  
  They claimed the toll policy was available on the Expedia reservation page, but I have attached the full Expedia confirmation I received at the time of booking  nowhere does it mention any restriction on using personal transponders. In fact, during our WhatsApp conversation, a Colusa representative explicitly admitted that the terms had not yet been uploaded to Expedia because the system is still in development. I relied on the Expedia terms as a consumer and was not presented with any other conditions in advance.
  
  Additionally, the company submitted a version of my rental agreement that includes a bolded NO PERSONAL TOLL DEVICES ALLOWED clause. I am attaching a photo of my original signed copy, taken on the day of the rental this clause does not exist in the version I signed. If this clause was added afterward (if not Photoshopped in), it would constitute document tampering and a serious breach of both ethical and legal standards. This may also amount to forgery under Florida Statute 831.01 and a violation of the Florida Deceptive and Unfair Trade Practices Act (FDUTPA, *******).  For transparency, Ive attached both versions side by side for direct comparison.

  I also informed Colusa I was using my own toll transponder and was never told this would result in penalties. Their claim that I should have informed the agent is inaccurate I did.

  The charges applied are not properly supported, due to the lack of disclosure at booking and now the presentation of what appears to be a clearly altered agreement after the fact.

  Sincerely,
  
  ******* ******
  

  Business Response

  Date: 07/01/2025

  Good afternoon,
  
  Company policies are clear and you cannot use personal toll devices. It is true, it was not in the clause of the terms and conditions of the contract that was printed for you. But it is in the explanation where you signed and authorized the $25 toll penalty when you declined the service.
  
  Attached is your rental agreement.
  
  It says NOT to remove the toll device and the customer added one on top of ours.
  
  At no time could you remove the toll device that the car already has and add the customer's. It is not allowed. This is not allowed. We point this out to all our customers.

  Customer Answer

  Date: 07/06/2025

   
  Complaint: 23477974
  
  I am rejecting this response because:
  

  The company admits that the restriction on using personal toll devices was not in the printed rental agreement or contract terms  this alone confirms that I was never properly notified of this critical policy. They now attempt to justify the charge using a vague explanation next to the toll waiver a section that simply outlines fines if tolls are used, not that personal transponders are prohibited. The phrase do not remove the toll device does not equal you may not use your own.

  
  At no time did the written waiver, contract, website, or booking confirmation state that use of a personal transponder was prohibited  only that Id be responsible for any tolls incurred. That is exactly what I did: I used my own EZ Pass and paid those tolls myself.

  
  This entire situation could have been avoided with a simple, clear clause stating personal toll transponders are not permitted which was never provided to me.
  Instead, Ive encountered repeated deflection, circular conversations, and no real effort from the company to address the root cause of the issue: their failure to clearly disclose this policy upfront. Communication with Colusa has involved excessive back-and-forth, no access to a manager, and an apparent refusal to take responsibility for their misleading documentation and practices.

  
  Whats most concerning is that despite all of this, the company has shown no willingness to update its policies, clarify its contracts, or improve transparency for future customers. This suggests that the same confusion, miscommunication, and exhaustion I experienced will likely continue to affect others.

  
  Sincerely,

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

• Initial Complaint

  Date:06/06/2025

  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.

  Date of transaction 5/16/25 Amount $500 This amount is for a deposit on a rental car. I was given a message that my deposit would be release 6/6/25. They are refusing to release my deposit because I wouldn't do a review for them on Expedia. I didn't book through ******* so there's no way for me to leave a review. I left at review on ****** but they are still holding onto my deposit. I can't even talk to a live person, they will only communicate with me through text and they mentioning he doesn't need compensation but won't say who he is. This place is a scam. Not to mention after I rented with them, my credit card was compromised and I had to get a new card and account. The last transaction I made was with them. The *** at the desk had a bad attitude and stacked on multiple fees after my booking was already paid for. They made me get gap insurance when I already had full coverage insurance that covers rental cars.

  Business Response

  Date: 06/17/2025

  Good afternoon,
  
  On behalf of our company we are very sorry for the inconvenience this has caused the client and we apologize via text message, as this is our way of communicating with our clients.  I would like to explain that according to the terms and conditions of our contract, the deposit is automatically released 30 days after your return.
  
  We are currently in a special compensation month together with our ***************** which is why we told the client to review for an early release. Just as a compensation. Since she didn't make it with Expedia, there was no way for compensation. So we are doing everything we can to expedite the process. Our administrative staff is already in charge of releasing the deposits today, but we ask the client for a little patience so that the process can be completed in the established times.

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23435044
  
  I am rejecting this response because: you cannot say that you expedited something to be released when it was due to be released today. You also shouldn't tell someone that you will release their deposit early for a review through a site that the reservation wasn't booked through. Also, my deposit wasn't automatically released. I had to reach out and I was told that management would be releasing it. If I didn't say anything, my deposit wouldn't have been released. 
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 06/17/2025

  Responding to customer:
  I want to assure you that the deposit will indeed be released; at no time do we hold on to our customers' deposits. At the end of the day, our administrative staff carefully reviews all outstanding deposits and verifies if they have been automatically released in the system. If not, the team manually releases them to make sure everything is in order.
  
  
  The day is not over yet, so I ask for a little more patience. We are doing our best to get your deposit released as soon as possible. Thank you for your understandingI will let you know about the compensation.
  
  
  Regarding the compensation, it was communicated to you since your reservation came to us from the ZOOM Expedia booking.

• Initial Complaint

  Date:04/24/2025

  Type:Order 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 booked one reservation through Priceline, and when I picked the car up on March 25th, the girl at the counter forced me to purchase additional insurance.Yes, the girl said it was required by the company to have enough full coverage for the insurance, and my insurance was not high enough, and thus, she could not let me run the car.I had to pay for it, because she does not allow me to contact my insurance company to adjust the rental, she said Carwiz did not take the insurance if it was modified within 14 days. And if I cancel the reservation, I would receive no refund. Because of that, I had to pay for the ridiculous insurance of 122 dollars.Per my family attorney suggestion, I would have to contact your company first. Please be aware, end consumers are not required to purchase full coverage. The law only mandates that drivers have liability insurance, and drivers are not obligated to buy additional coverage from the rental company. And the law also does not require drivers to buy full coverage no lower than a certain amount for rental. The US law does not indicate, adjustment of car insurance is not acceptable within 14 days from the ********* rental ID is APRL09201B The rental company is Carwiz Rent a Car, and the actual charge on the credit car is COLUSA RAC FLL. And thus, I believe Carwiz and ColUSA are the same company. This is a hidden charge, and we got damaged from your inappropriate rental policy. The related insurance was not explained when the related booking was provided on ************* before the reservation.I am requesting the full refund of 122 dollars back.

  Business Response

  Date: 04/27/2025

  Good afternoon BBB,

  We have reviewed your case in detail and the conclusion is as follows:
  
  -The insurance you submitted did not meet the PROPERTY DAMAGE amount required by us:
  
  We require client's insurance to have a PROPERTY DAMAGE of $300K, however yours has one of $50k, for that reason the ** Waiver had to be added as ********************************* to supplement or complete the property damage of your insurance.
  
  Both the list of allowed insurances and the necessary amount of Property damage, are explained in the Terms and Conditions of ************* which was the booking where you made the reservation. Therefore it is the responsibility of each customer to review them before finalizing their online reservation and before paying.
  
  Once the client arrives at the counter this explanation is reinforced to them, but it is the client's responsibility to have read it beforehand.
  
  Attached is a screenshot directly from the booking priceline where it points out the propety damage in the insurance. I also attach the document signed by the client who accepts this charge. 
  
  We would like to help you more but all charges were valid and supported by the booking, we are sorry we can't do more, anyway if you have any other questions feel free to ask us.

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23243727
  
  I am rejecting this response because:

  In response to your response:

  " Both the list of allowed insurances and the necessary amount of Property
  damage, are explained in the Terms and Conditions of *************
  which was the booking where you made the reservation"

  After talking to ************* and went through the website, we did not see any insurance term as you explained in your response.  I attached the screenshot which is after clicking term and policy from the booking. We might be wrong, and could you please list them in this conversation, and please clarify where we can see them as the consumers.
  

  Again, per US law,  there is no requirement for minimum insurance value.
  

  and again, per US law, it is not reasonable to not allow any users to modify their insurance plan within 15 days after booking.   Without any doubts, my family attorney can help us on this matter. 

  
  Sincerely,
  
  **** An

  Customer Answer

  Date: 04/30/2025

   

  Continue,

  1. ************ did not post any clarification about their insurance policy before we booked the reservation on *************.   ************ did not even have any term sent to us after we booked the reservation. 

  2. I see the company use the picture of my initial as the evidence for the agreement of my purchase. I decline that, because under the circumstance of the day, this company did not refund anything if we cancel the reservation, and this company did not allow us to pick the car up if we did not agree with this term. As the consumer,  I was forced to pay for the extra insurance. 

  3. The screenshot from the business about the term/policy is actually only available in their system, and it is not available to consumer before we reached their site.

  Business Response

  Date: 04/30/2025

  Good afternoon,
  
  When booking a car on ************* there is an option to Agree to each of the terms and conditions and the rules and policies of the Rental Car. 

  Attached is the screenshot and then when you go to Car Rental Policy and Rules. You can see everything about the insurance.
  

  
  

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23243727
  
  I am rejecting this response because:

   

  I am rejecting this response because:

  This becomes interesting. What you can see on Priceline is not the same as what we see here. I might be wrong, but let's see.
  

  1. When booking on *************,  before the payment, Priceline will provide the term and policy,etc.  You provided a screenshot, by the picture name, Screenshot_28.png.  It asks users to accept the terms, by clicking the check box.  However,  what I can see here is that Priceline has no checkbox, (see my screenshot, by the name screenTerm.PNG).  This very interesting to see. 

  2. Based on what you said, I clicked the link,  and print and saved those rental condition, term, rental policy, etc., as PDF files.  Please see the attachment. I do not see what you posted  in your picture Screenshot_27.png.   Please provide the full screenshot with Priceline background or log.  You are using your company term as Priceline term. 

  3. I also found I was not the only victim. Looks like you did to other customers , too. 
  

   

  
  
  
  Sincerely,
  
  **** An

  Customer Answer

  Date: 05/09/2025

   

  Looks like this business is not providing additional replies regarding the term.  Based on what i can tell,  this business party used fake/old ************* pictures to deceive customers.  The term, on *************, has nothing like what they presented in this communication.   If this is the final response of this business, we will proceed with legal action, etc.
  

  Business Response

  Date: 05/09/2025

  Greetings BBB, 
  
  I will send you the step by step on ************* so that you as a customer and consumer can observe that before taking the reservation each of the terms and conditions are explained.
  
  Therefore, it appears on the page before you accept the reservation if you agree, which you have put YES. These are not fake Priceline images that I am sending you, nor are they old images. They are from right now...
  
  Attached are step by step images from ************* ...
  
  All terms and conditions are supported and authorized by the booking and by the client. Since the client signed the authorization of the *********.

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23243727
  
  I am rejecting this response because:

   

  The business said they sent or they would sent the step by step to show the policy and term, but from my end, it showed the ************* had no related term as this business mentioned.   And this business used fake Priceline pictures which was old from previous version of ************* .

  
  

  
  Sincerely,
  
  **** An

  
  

  Business Response

  Date: 05/12/2025

  I want to clarify that at no time we are using fake images of Priceline. Our company is officially associated with Priceline, and we recommend you to go directly to Priceline's official website to verify the terms and conditions of our company on Carwiz. In this way, you will be able to verify with your own eyes the authenticity of our relationship and the information we share. Customer Weitian An is just pointing out what a company says without any proof of response. Does the customer have any proof of where he made his reservation? We received the voucher directly from priceline (attached voucher) and in previous message you can see the step by step of how he made the reservation.
  
  
  All charges are legal and supported by the booking. 

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23243727
  
  I am rejecting this response because:

  To BBB,
  

  In the previous communication, we have explained this reservation was placed on *************, and we also provided the related terms from *************. 
  
  This business used fake information to hide their hidden term. Especially,  this business does not allow any user to use their insurance updated within 14 days before the car pickup. This is already an illegal  term.    Plus,  this business never put their term into *************.  This business cannot provide related steps to show any end consumer about what they claimed so-called term on Priceline.  Yes, as they said,  they had no time, and they did not even know ************* has update their website. Their term is only available when customers do the pickup. 

  We will open a case on reddit. and see how many users have similar experience, and continue with a legal case.

   

  Sincerely,
  
  **** An

• Initial Complaint

  Date:04/18/2025

  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 February, 18th 2025 I rented a vehicle from Carwiz Rent a Car by Colusa Rent a Car ******************************** ************** on 02/18/2025. I initially wanted to rent the car for 6 days however the engine light came on in the vehicle which had ******* miles on the odometer and we would be charged an additional fee if the vehicle broke down so we brought it back after just 2 days. They never credited us back for the days we did not have possession of the vehicle. $25.00 per day for 4 days we did not have possession of the car = $150 $50 per day they charged us for a vehicle upgrade that was forced upon us because they did not have a vehicle available in the size we originally requested $50 x 4 = $200 $19.99 per day for unlimited tolls x 4 = $79.96 $350 Security Deposit for the car that they said it would be credited back to us. They said it could take up to 30 days for this refund to be processed. They never refunded the $350 for the security deposit.On 03/31/2025, I checked with my credit card and confirmed that Colusa never returned our $350 security deposit. I emailed the company at ****************** on 03/31/2025 and never received a response back from them. I was charged a total of $1,062.14 and I only had the vehicle for 2 days. I dont think it is legal for them to collect double for the same vehicle for days 02/20/2025 - 02/24/2025.Unit # ****MVX01 153HJN-FLL Brand Model: *** Sedona Class 6 SVAR Minivan Odometer Out: ****** Odometer In: ****** Fuel Out: 8/8 Fuel In: 7/8 - They charged me $21.97 for the gas we used.

  Business Response

  Date: 04/21/2025

  Good afternoon,
  
  
  The refund of your deposit was successfully made.
  
  The credit should post to your account within 5 to 12 business days depending on the bank's processing time, this may vary by financial institution.
  
  *I enclose the receipt, as proof that your refund was successfully completed.
  
  We have checked our messaging system and have not received a message from you. Through email you wrote to us about the deposit and your message was answered.
  
  It was the customer's decision to return the vehicle, when he had the option of a replacement. And there is no record of you contacting us to report the engine light on, we would be happy to assist you in your case. The contract says NO REFUND AND EARLY RETURN in our terms and conditions.  Regarding the gasoline, I attach proof of the contract where it specifies that if you return the car with less gasoline than you left, you will be charged accordingly. 

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23222225
  
  I am rejecting this response because:  Colusa Rent a Car does not demonstrate any integrity or good will towards their customers.  I don't think it is acceptable to force people pay their exorbitant fees and charges simply because it is in their contract.  Their contract should be disputed.  It allows them to price ***** and take unfair advantage of people who had a prior reservation and were counting on them for transportation during their vacation stay.  

  In all of my years of traveling I have never been required to pay a deposit on a vehicle that also was insured for their loss.  They didn't honor their documented guarantee that the deposit would be returned within 30 days. I don't believe that Colusa would have returned the deposit if I hadn't filed a complaint with both my credit card company and the BBB.  They had their chance to make good on the refund when I emailed them on March 31 2025. 

  Charging $19.99 per day for unlimited tolls when I didn't have possession of the car seems fraudulent.

  They should not be allowed to take unfair advantage of people in this way.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 05/19/2025

  Good morning,

  I want to clarify that in our company, the contract is an option that the customer decides to sign at the time of taking the vehicle; it is not an obligation. The signing of the contract is voluntary and each customer is free to decide whether to proceed with it or not. 

  
  All charges have been backed up by the booking in which the reservation was taken and the customer decides to take them in the office. 

  
  We are sorry if you have had any negative perception and we are always willing to listen and improve our service.

  Customer Answer

  Date: 05/22/2025

  
  Complaint: 23222225
  
  I am rejecting this response because:  I originally booked this car rental through Priceline.  I called Priceline today and confirmed that the package I purchased from them on Tuesday 02/28/25 Trip # ***-199-475-18 for car rental for 6 days was $90.11.  That is what I agreed to when I paid for the car rental, and when I got to ******* and to pick up the car, I was charged $1,062.14! 

  Collusa/Carwiz's only response was that I was not obligated to sign the agreement.  Well in order to pick up the vehicle I did need to sign it.  That doesn't give them the right to **** the price up 10 times the amount I agreed to with Priceline.

  I have submitted a complaint against Collusa/Carwiz with Priceline as well.  Someone has to take action to stop them from defrauding innocent people.

   

   

  Sincerely,!
  
  ***** *******.!

  Business Response

  Date: 05/27/2025

  Good afternoon, 
  
  
  Please find attached the customer contract for you to verify each of the charges:
  In the Booking made a prepayment $90.83
  At the office
  TPL: $150.00
  FL Unlimited Tolls - COLUSA:
  $119.94
  Vehicle Upgrade - COLUSA:
  $300.00
  Security Deposit: $350
  
  
  About the **** it is the liability or third party coverage applicable if the driver causes injury to a third party and/or their property.
  
  
  It happens that the CREDIT CARD insurance used by the client covers him and the car he is driving, not third parties, when the client chooses to use this insurance, the system automatically charges the **** Basically, the *** is mandatory when customers use their own secure Credit Cards.
  
  
  Took the unlimited tolls service and the customer decided to upgrade and upgrade the category of the car for a higher value.
  
  
  The total of his reservation was $90.83 + $599.34 for the sum of the services the customer took in the office for the total of 6 days.
  
  
  The $350 was only the security deposit, which had already been refunded. And the customer proceeds to file a dispute with his bank taking the $350 double.

• Initial Complaint

  Date:04/05/2025

  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.

  I rented a vehicle in their office at ***** international airport on 2/19/2025 and gave back the vehicle on 2/22/2025. The charged a security deposit of $500. Up to the day of today, 4/5/2025 they have not reimbursed the money despite that I have made many polite requests.

  Business Response

  Date: 04/06/2025

   We regret any inconvenience experienced with the return of the customer's security deposit. 
  
  
  As we previously mentioned to the customer, the refund of the deposit has an estimated 30 day turnaround time because it is an automatic process. However, we have noted that the deposit could not be released because there was an outstanding balance on your contract, which the customer agreed to have deducted.
  
  
  When trying to proceed with the release of the amount, our system indicates that the associated card is blocked or cancelled. This prevents us from being able to make the refund automatically.
  
  
  We suggest that you check with your bank or financial institution to resolve the status of your card. Once it is active, we will be able to proceed with the refund immediately or in such case on a new card in the customer's name.
  
  
  Thank you for your understanding, an email has been sent to the customer to send the necessary documentation of your new card for the refund of your deposit.
  

• Initial Complaint

  Date:03/23/2025

  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 rented a car at Colusa in *****. I used a credit card that I had not used in 2 months. We drove to ******** that day then came back to ***** for dinner and back to the hotel. I checked my credit card account and I found out that there was a charge of 1059$ to 1-800-contacts. The only place I had used my card in 2 months was at the rental car place. So either someone at Colusa got my credit card number or their system was hacked and I got my card hacked. This was a major inconvenience to me. I called my ********** to cut the card off. I had to call another cc company to authorize my usage of the card. Then I had to get on a cruise ship and change the ** ON FILE to a different card. All inconveniences. I reported this to Colusa and they just told me it wasnt them. So I took the car back with no gas in it. A small inconvenience for my inconvenience. Well over a month later they decide to charge me for the gas. Im gonna dispute the charge with my credit card company because I dont feel I should be responsible for this. I just feel like its even swap. Their gas for my inconvenience. Now they wont call me back. I cant talk to a customer service person. All they wanna do is text. Im not texting. I want to talk with someone at Colusa about this and they wont call back. So like I said Im gonna dispute the charge with my credit card company and maybe they will do the right thing and make my gas charge go away.

  Business Response

  Date: 03/30/2025

  Good Morning, 

  We are very sorry to hear that you had a fraudulent experience with your card. We want to assure you that we take the security of our customers and their data very seriously.
  
  It is important to clarify that we have not made any unauthorized transactions on any customer's card. We recommend that you contact your bank or financial institution immediately so that they can investigate the matter and take the necessary measures.
  
  With respect to the payment of gasoline, it has already been explained to the customer that it is the company's policy that as he/she receives the gasoline level of the car, he/she must return it. In his case the car was full of gas and he should return it the same way.

  Attached is a photo of the odometer inside the pickup and the return so you can see the difference in the gas level. 
  and also attached is a page of the terms and conditions in the contract with customer ******* ***** ********, where it states the charge for missing gas and the customer signed that he agreed. 
  
  All charges have been mentioned and approved by the customer in advance in the rental agreement.

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23104543
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 04/14/2025

  We have not received any responses from the client regarding these complaints.