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:07/20/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 18th I flew into *********************** and rented a vehicle with Easirent. The price of the rental was ****** for the 4 days we were there plus a ****** deposit I had to pay but I was told when I returned the vehicle in the original condition that I would get the deposit back. Long story short I never got the deposit back and when I called the business they told me that my deposit was released back to me but in my credit card statement it showed as billed. It was a HORRIBLE experience. The car smelled it had a shake to it like a wheel bearing was going out and the electronic functions to sync to the phone NEVER worked. I reely deserve a full refund for this stessfull experience Ive had and trying to resolve

  Business Response

  Date: 07/21/2025

  Hi ******,

  I hope this email finds you well.

  We appreciate you taking the time to advise us of the incident that occurred at one of our locations. Your feedback is important to us, so we can make the necessary improvements.  Customer Satisfaction is a priority, and it is never our intention to provide our customers with a vehicle that is not up to our companys standards.  We have addressed the issue with our Management Team to make all the necessary improvements to prevent such an event from happening again.

  As for the charge amounting to $149.45, it was actually for the COLLISION DAMAGE WAIVER (CDW) billed at $27.00 per day plus tax. The security deposit amounting to $250.00 was indeed released back into the original payment method on file on 05/22/2025 4:55:08 PM EDT.

  I have also attached herewith copies of the signed Rental Agreement and the Security Deposit Void Receipt for your reference. 

  In appreciation for your valued feedback and for the inconvenience you underwent, please accept 10% off your next online booking. To request your discount, go to **************************** using the discount code [DEQKLKR25]. Valid for 12 months.  We look forward to rectifying this incident with our future service and thank you once again for your feedback.

  Sincerely,

  Customer Service

  Business Response

  Date: 07/21/2025

  Hi ******,

  Please see the attached copies of the signed Rental Agreement and Security Deposit Void Receipt for your reference.

  Thanks,

  Customer Service

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23626387
  
  I am rejecting  this because I was told that since I already had a flight that my deposit was going to be cheaper and the guy that told me the ****** was for the deposit and that by me having a flight itinerary thats why it was 150 instead of 250. The guy had dreads and gold teeth. He never said anything about a daily fee for not having accidental insurance. Ive never heard this. None of the car rental companies have ever charged a fee like this. Looks like Im going to have to get an attorney involved in this because u all seem sketchy. 
  

  Business Response

  Date: 07/23/2025

  Hi ******,

  We apologize for the delayed response to your email, and I hope you're having a wonderful week so far.

  While we certainly acknowledge that there could have been a misunderstanding in communicating the nature as to how security deposits and insurance charges work, but the breakdown of the charge is clearly indicated on the signed Rental Agreement that was attached herewith for reference.

  The security deposit for non-local customers who have roundtrip tickets is at $250.00, while an amount of $500.00 is required for local renters. The aforementioned security deposit has been released upon the completion of the rental on 22/05/2025. The charge of $149.45 was for the Collision Damage Waiver or CDW that is required for all renters in order to pick up a rented vehicle.

  With this, we stand firm with our decision that no refunds will be issued for the amount in question.

  Thank you for your understanding.

  Sincerely,

  Customer Service

  Customer Answer

  Date: 07/23/2025

   
  Complaint: 23626387
  
  I am rejecting this response because:
  I was never told about all this that youll are talking about. The guy at the counter asked if I wanted to waive the insurance which I always do but he never explained a daily fee for waiving it. I have insurance to cover that so why am I being charged for not taking youlls coverage. I tried to cancel youll on Priceline but it said no refunds if I do and now I see why. Youll have a 1 star rating and stuff like what youll are doing is the reason why but I WILL be speaking to my attorney about this 

• Initial Complaint

  Date:07/17/2025

  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 cancelled my pre-paid rental reservation with the appropriate time frame (3 hours prior to pick up). Its been 6 weeks and they have not refunded me. I have called several times. The first five times I was told it was approved but the branch manager had to approve the request and it had not happened. This final time I was told it got escalated (this should have happened much sooner) and that there was no other approval we were waiting for, I would automatically see the refund in 3-5 days. They couldnt not provide me with any written/emailed proof of this and just keep saying they have the record of the conversation on their computers. Its now been 10 days since that conversation and an entire SIX WEEKS since my reservation got cancelled and I have yet to see a refund. This is insane that they can just lie and steal peoples money. This is now on my credit card for more than one billing cycle. There are implications for this. I am out of options because every time I call, they lie. Its like they have a script on how to tell clients what they need to to get them to hang up, but they have no intention of following through.

  Business Response

  Date: 07/17/2025

  Hi *****,

  We apologize for the delayed response to your inquiry.

  We have forwarded your case to both the branch and regional managers for review. We will update you as soon as we receive word from their office. In the meantime, we appeal for your patience and understanding while we work on your case.

  Thanks you for reaching out to Easirent.

  Sincerely,

  Customer Service

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23613100
  
  I am rejecting this response because:

  you have said this repeatedly to me for the past 6 weeks - SIX actual weeks with no accountability or resolution. This is a generic stock response that leads to no action. I DEMAND a refund. You have accepted my cancellation but have not given my money back. For the last six weeks you have said you would send it to the branch manager. 10 days ago when I called you said you would forward it to the regional and national and that you sent it to the department that could issue the funds and that I would not have to wait for further approval. This response sounds like another lie designed to send the customer on a wild goose ***** with no actual commitment to resolution. Why is this now being sent to them when you said you sent it repeatedly over the last month and half?

  This is entirely unacceptable and another example of the lies you tell your customers to get them off your back. When will I have the refund? And what can you do to guarantee it? Can you expedite it? Will you add the interest I had to pay on my credit card?

  
  Looking for actual answers. 
  
  ***** ******

  Business Response

  Date: 07/18/2025

  Hi *****,

  We apologize for the delayed response to your inquiry.

  We have forwarded your case to both the branch and regional managers for review. We will update you as soon as we receive word from their office. In the meantime, we appeal for your patience and understanding while we work on your case.

  Thanks you for reaching out to Easirent.

  
  Sincerely,

  
  Customer Service

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23613100
  
  I am rejecting this response because:

  This is the same response you have been giving me for 6 weeks. This is not a resolution its a distraction. It takes minutes to pick up the phone and reach a manager, not 6 weeks. This is completely unacceptable. I would like a response and a refund immediately. All I am seeing right now is a run around. I have never had to wait this long or appeal this much for a refund that is undisputed.

  There are a multitude of ways to get in touch with managers and customers within minutes or hours. A national manager could easily resolve this with one button and an apology phone call. I see none of this happening. WHEN WILL I GET MY MONEY BACK?

  
  
  
  ***** ******

• Initial Complaint

  Date:07/15/2025

  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 rented a red ***** Blazer (VIN: *****************) from Easirents *******, ** location on June 26th evening. On June 27th within just a few hours of driving, the vehicle began vibrating noticeably. Upon reaching 75 mph on the highway, the shaking worsened significantlyaccompanied by a loud rattling noise, making the vehicle feel unsafe and unstable for my family and 3 children in the vehicle. Out of concern for the safety of my family and myself, I pulled over and contacted a State Trooper, Officer. After inspecting and test-driving the vehicle, he confirmed it was not safe to operate. I immediately attempted to contact Easirent to report the issue and seek assistance but received no helpful response. I submitted a complaint through the Manage My Booking portal, emailed the helpdesk, and even mailed a physical letter and called several times. I have demanded a response in the Phoenix office but the members of Easirent have failed to, including the manager Jaiden, who as of to date July 15th, there has been no acknowledgment or resolution or intent to return any of my calls.Despite this being a clear safety issue, I was charged the full amount for the rental and have not been reimbursed for the additional vehicle I was forced to rent due to the original cars unsafe condition.The lack of response and responsibility from Easirent has been deeply disappointing and stressful, especially considering the danger posed to my family.

  Business Response

  Date: 07/16/2025

  Hi *******,

  I hope this email finds you well. 

  We appreciate you taking the time to advise us of the event that occurred at one of our locations. Your feedback is important to us, so we can make the necessary improvements. I have forwarded your case to both branch and regional managers for review. We will update you right away as soon as we receive word from their office.

  In the meantime, we would like to appeal for your patience and understanding while we look into this case.

  Sincerely,

  Customer Service

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23603553
  
  I am rejecting this response because:

  The business has not contacted me, despite the fact that a response was submitted on July 16th. As of today July 20th and since the date of my rental was June 27th, I have not received any communication regarding this issue.

  I have made multiple attempts to connect and have exhausted all reasonable efforts to get in touch. Immediate contact from a representative from Easirent regarding this matter and a full refund.

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

  Business Response

  Date: 07/21/2025

  Hi *******,

  We apologize for the delayed response to your inquiry.

  I have sent a high-priority email to the branch manager requesting to expedite the investigation of your case. We will update you right away as soon as we receive word from their office.

  Thank you for your extended patience and understanding while we work on the case.

  Sincerely,

  Customer Service

  Customer Answer

  Date: 07/28/2025

   
  Complaint: 23603553
  
  I am rejecting this response because:

  As of today, I have now reached one full month without a resolution to the issue I reportedreflecting a clear lack of customer service, no review of my formal complaint, and zero accountability from Easirent, despite having submitted a high-priority support ticket.
  

  No one from your team has contacted me directly, the office continues to ignore my calls, customer service cannot give me an update in my ticket submitted to your website. 

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

• Initial Complaint

  Date:07/14/2025

  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.

  They lied about everything on their website. Told me they had 24 hour shuttle service which was a lie. I had to pay 15 dollars for an ****. Then they made me buy an ex pass for 75 dollars because they said if I go though tolls they were going to charge me 30 dollars per toll. So I said if I go though a 1 dollar toll your charge is ******************************************************************************************************************* I pay the price of the toll. HOW CAN THIS STATE ALLOW TRAVELERS TO BE PRICE GAUGED BY THIS *************

  Business Response

  Date: 07/15/2025

  Hi ******,

  Thank you for taking the time to inform us of your recent experience at ***********. I apologize for the inconvenience you underwent while renting with us. Renter satisfaction is a priority, and it is unfortunate that you had to wait longer than expected for our shuttle service.  Shuttles should be running continuously during our hours of operation from the Airport to our location. The average waiting time is between 15 to 20 minutes. In occasions, the waiting may take longer depending on a variety of factors and might vary from ride to ride, airport to airport.  These include unpredictable factors as traffic, inclement weather, etc. We also advise our customers to review the pickup procedure contained on the rental confirmation for collection instructions. 

  As for the additional ************* I understand that you do not feel this is a fair policy, but this policy is the rental car industry standard.

  After further investigation we found that you signed accepting our optional ************* This program covers all toll charges and any other toll-related fees incurred during the rental period, including unmanned, toll-by-plate (camera tolls) and manned toll booths.  Please be aware that we are unable to issue a refund for optional services disputed after the first 24 hours of the opening of the Rental Agreement.  Any change to a rental agreement must be conducted at the branch within 24 hours of pickup.  Considering all this, we have reviewed your inquiry and because the agreement was initialed and signed accepting this charge and therefore no refund will be issued.

  However, we take our customers feedback seriously and we have addressed this incident with our Management Team to make all the necessary improvements. In appreciation for your valued feedback and for the inconvenience you underwent, please accept 10% off your next online booking. To claim, simply go to **************************** using discount code [DEQKLKR25]. Valid for 12 months.

  Once again, I sincerely apologize for the inconvenience and hope that you will give us the opportunity to serve you again soon.
  
  Cordially,

  Customer Service 

  Customer Answer

  Date: 07/15/2025

  Guess your on their payroll the sign said welcome to the free state of ******* where we all our business to price gauge

• Initial Complaint

  Date:07/10/2025

  Type:Sales and Advertising 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 5/18/25 I rented a vehicle from ************************** in which I paid a total $233.92 and received an email confirmation stating the amount paid and that I had a $0 balance due at pickup. When I arrived to pick up my car on 5/25/25 at 9:30pm, the man assisting me made me feel very uncomfortable with the whole process and pressured me into buying a service I did not want even after I had declined the service. He was trying to charge my card an additional $542.80. He decided to reimburse me the insurance and decided to charge me for the tire and glass pack instead without me wanting the service. I was supposed to then received a refund of $137.33 as stated in my receipt and am still being charged the full amount of $542.80 on my credit card statement. I called customer service on 6/5/25 for assistance and they stated that I was also charged for an additional driver and thats why my balance was so high at pickup. I told them that I was the only driver and was unaware that they had charged me an additional driver fee. She mentioned that I should have only been charged around $300 and she would email her manager to dispute the amount and request a refund. I called again today 6/23/25 and they still have no resolved my issue. The customer service representative stated that the manager saw the email but did not respond so she sent another email and I need to call back in order to get any updates. She stated that they would not call or email me, that I would be responsible for calling back if I wanted an update. I am completely in disbelief with this whole experience and do not plan on renting with them again. I would just like to be reimbursed for the money that is owed to me.

  Business Response

  Date: 07/11/2025

  Hi *****,

  Thank you for your email. We appreciate you taking the time to advise us of the incident that occurred at one of our locations. Your feedback is important to us, so we can make the necessary improvements. 

  I understand that you'd like to dispute a number of unwanted charges regarding optional services associated with a previous rental you booked with Easirent. Please know that all optional services are discussed at the location counter before they are added to the rental. Also, a disclosure of costs appears on the keypad before signing to confirm that you agree with any optional service and/or fee.  By signing the Rental Agreement, you have contractually agreed to the charges and a copy of the rental agreement was emailed to you. We have reviewed your inquiry and after consulting with the corporate office we have been advised that the agreement was initialed and signed accepting all charges.  

  I do see that a refund of $158.97 was issued to your account on 06/25/2025. Other than this, no other refunds may be issued to your account.

  Because we value our renters, please accept 10%off your next online booking. To claim, go to **************************** using the discount code [DEQKLKR25]. Valid for 12 months. We look forward to seeing you soon.

  Sincerely,

  Customer Service

  Customer Answer

  Date: 07/21/2025

   
  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:07/10/2025

  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.

  Subject: ************* false advertising - Rental Terms and Conditions are ambiguous while renting online; however, actual Terms are different.For example: While renting online Terms state "Deposits A standard $250 deposit is required on a major credit card for any Domestic Renter. Local Renters using a credit card are subject to up to a $500* deposit." 1. The actual deposit for local renters is exactly $500, and not the advertised "up to $500". When I spoke to Jolian or ****** at the ***************** she stated there are no circumstances for which the deposit would not be double for local renters. Not a repair/service rental (like mine) or any reason. Since that is the case, "up to $500" is not possible. And the terms should state that during online rental process, when the potential renter still has choices. After picking up the vehicle, making car repair arrangements, and involved help getting to the pick up location, I was essentially "stuck". Knowing in advance, I could have made different arrangements. It is an extreme financial hardship with the double deposit, maintaining car repair funds and not "Easi".2. During online rental *Subject to the pick-up location and insurance for the rental." I used my own full coverage (comprehensive insurance, collision and liability insurance) for my rental. I also have additional protection with the credit card used. The Terms should state exactly, for example, debit card use or no full coverage insurance on the rental, or if the renter is under a certain age, etc - I am not a high risk renter. Easirent should not be able to advertise a $250 deposit, since for local renters it is not possible.3. Easirent advertises "unlimited mileage". However: "Local Renters are subject to a mileage cap of 150 miles per day for all locations. More miles are available for purchase.$25 a day unlimited miles"According to ****** at Corporate, I cannot receive unlimited mileage, without paying extra I am local.

  Business Response

  Date: 07/11/2025

  Hi *****,

  Thank you for your query.

  We appreciate you taking the time to advise us of the incident that occurred at one of our locations. Your feedback is important to us.  All of our Terms and Conditions of rental can be found one our website.  Please see below the Local Renter restrictions, All information can be found on our website ****************************************************************

  Frequently Asked Questions (FAQs)

  Do I get Unlimited Mileage?
  We offer unlimited mileage to our rentals. (For Local Renters restrictions, please review our Rental Terms at ****************************************************************/).

  What is a Local Renter?
  A renter with a drivers license issued in the same state as the ********************** pick up location. The renter also cannot demonstrate that they have flown into an airport near the location where they wish to rent, and that they have a return flight.

  Webwide Information

  Easirent USA Rental Terms and Conditions

  The below Rental Terms and conditions apply ONLY for Bookings made through our website (************************************).  Please read these terms carefully. By accessing and/or using the Site, you fully and unconditionally accept and agree to be bound by these terms. For bookings that are made with Easirent through other websites, please refer to their advertised terms and conditions of the Rental Voucher.

  Drivers Requirements

  The minimum age to rent a vehicle is 21 years old.  The renter or additional driver must have a valid drivers license for one year. Renters and additional drivers under the age of 25 are subject to a surcharge fee and only can rent economy to full-size car cars. For certain specialty and larger-sized vehicles, the minimum age of 25 years of age applies.

  Drivers License

  The primary piece of identification required to rent a vehicle with Easirent is a valid drivers license. For International customers or using a non-US driver license must provide a secondary form of ID as a valid Passport, Government-issued ID card or International License.

  Points endorsements: Minor offenses such us speeding/traffic signals are acceptable up to a maximum of 6 points. If you have any bans or convictions in the last 5 years please call us before making a reservation.

  
  Rental Coverages

  
  Optional coverage is not required to rent a vehicle;however, proof of a current automobile comprehensive, collision and liability insurance policy in the renters name covering injury to third persons or property is required. Optional coverage is available at the rental counter.

  
  If proof of full coverage cannot be produced at the counter, the renter will be required to buy the appropriate coverage from Easirent. If proof of the renters coverage can be provided within 24 hours of pickup, any unused insurance days will be refunded to the renters card.Verification of pre-existing coverage must be conducted at the branch of pickup.

  
  Methods of Payment

  
  We accept as methods of payment most credit and debit cards like ***** **********, Discover, and ****************. Please note the primary renter must be the cardholder and have to present a valid card at the counter. Easirent branches do not accept cash, checks, prepaid cards or gift cards as methods of payment.

  
  Deposits
  A standard $250 deposit is required on a major credit card for any Domestic Renter.
  Local Renters using a credit card are subject to up to a $500* deposit.
  International renters with a round trip ticket will have a deposit up to $250*.
  The renter must present a valid debit or credit card and the expiration date must be after the rental due date. The cardholder must be registered as the primary driver on the rental agreement. Debit or Credit Cards are not-transferable. The deposit is refundable or released after the end of the rental agreement. (See Debit Card Use section below).
  *Subject to the pick-up location and insurance for the rental.

  
  Debit Card Use
  Domestic and International Renters: Using a debit card to pay deposit, a Domestic or International Renter must provide verification of return confirmation airline ticket, and an additional ID presented at the rental counter at time of pick up.
  Locals Renters: All Local renters are subject to verification of proof of a current automobile comprehensive,collision and liability insurance policy in the renters name covering injury to third persons or property is required from a primary insurance company. A current utility statement in the renters name and the same address as on the Drivers License, for example gas, electric, cable, etc. must be presented for address verification.
  Local Renters Requirements
  All Local Renters or any renter without a round trip confirmation airline ticket will be required to show: Proof of a current automobile comprehensive insurance, collision and liability insurance policy in the renters name covering injury to third persons or property. In addition,local renters may be asked for a recent (within 3 months of the rental pickup)cell phone bill or other official utility bill matching their respective drivers license address.
  Renters ************************* on official government business, on military leave, or with an approved CID number are exempt from the local renter policy. Failure to show an acceptable policy will result in the rental being declined.
  Local Renter Vehicle Exclusions: Local Renters are limited to renting the following car classes sizes Compact (BA), Intermediate (CA), Full size (DA), Intermediate SUV (DAE), Minivan (MZA) and Van (MX).

  
  Mileage Cap
  Local Renters are subject to a mileage cap of 150 miles per day for all locations. More mileages are available for purchase.
  $10 a day extra 50 miles a day
  $15 a day extra 100 miles a day
  $25 a day unlimited miles
  Please be advised overage miles for the rental period will be charged at .49 per mile.

  Sincerely,

  
  Customer Service

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23580160
  
  I am rejecting this response because:  The business response does not address my false advertising and ambiguous Terms and Conditions complaint.  I would like a real response to my complaint and the specific examples I provided within my complaint. 

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

  Business Response

  Date: 07/11/2025

  Hi *****,

  We apologize that you are not satisfied with our resolution. We take our rentersconcerns seriously and value your experience with our company.   Conversely, we are standing by our initial response and or resolution. We have already provided you with the most detailed explanation and breakdown of Easirent's terms and conditions. 
  
  The response resolution to this case was sent to you previously and is the final decision from the Easirent ***************** No other resolutions will be applied to your rental. We will not reopen another ticket or inquiries regarding this matter. Thank you for your understanding and we hope you will rent with us again in the future.
  
  Kind Regards,

  
  Customer Service

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23580160
  
  I am rejecting this response because:  They did not address their false advertising with unclear Terms and Conditions.  They merely repeated the same false advertising and ambiguous wording.  It is also very clear from their actions, the company does not care about customer concerns, keeping the customers they acquire, or meeting customer expectations.  
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:07/09/2025

  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.

  reserved a car for 11 days (June 22-July 3, 2025) at $15.56 per day for pre-tax total of $171.16. When I picked up the car, they told me they would add $133 for potential glass and tires damage. I told them that I did not want to pay the extra fee and that I will be responsible if there's such damage and my insurance doesn't cover it. When I returned the car on 7/3/25, they added $110 for "tire and glass" and fees even though there was no damage or consent by ******** charges for the 11 days jumped from $171.16 to $478.03. Shocked, I asked to speak with the manager and they told me he was not available. I asked for his phone number and they claimed they were not allowed to give out the number. There are numerous complaints about this business on easirent dallas reviews - ****** Search. Some describe the business as a "scam."

  Business Response

  Date: 07/11/2025

  Hi *******,

  Thank you for contacting Easirent. After further investigation we found that you signed accepting our "Tire & Glass Pack".

  All optional services are discussed at the location counter before they are added to the rental. Also, a disclosure of costs appears on the keypad before signing to confirm that you agree with any optional service and/or fee.  By signing the Rental Agreement, you have contractually agreed to the charges and a copy of the rental agreement was emailed to you. We have reviewed your inquiry and after consulting with the corporate office we have been advised that the agreement was initialed and signed accepting all charges.  Therefore,no refunds will be offered. If you have any further questions or concerns,please feel free to contact us. Thank you for choosing Easirent.

  
  Sincerely,

  Customer Service 

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23571626
  
  I am rejecting this response because: I specifically told the front office staff that I would decline paying for glass and tires. I told them

  that in the event of any damage, my auto insurance would cover it and if they don't, I would pay out of pocket. They said I had to sign or 

  I would NOT get the rental. Because I was on a tight schedule and could not go to another rental company, I told them I was signing the

  document under duress and would file a complaint.  In effect I was pressured to sign the document. They add those undisclosed fees and

  make customers sign knowing that the customers would have limited opportunities to go to another rental company. Take a look at the numerous

  Yelp complaints. 

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

  Business Response

  Date: 07/11/2025

  Hi ****,

  We apologies that you are not satisfied with our resolution. We take our rentersconcerns seriously and value your experience with our company.  Conversely,  we stand by our initial decision that all charges were made with the renter's consent and therefore, no refunds or reimbursement may be provided to the renter's account.
  
  The response resolution to this case was sent to you previously and is the final decision from the Easirent ***************** No other resolutions will be applied to your rental. We will not reopen another ticket or inquiries regarding this matter. Thank you for your understanding and we hope you will rent with us again in the future.
  
  Kind Regards,

  
  Customer Service

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23571626
  
  I am rejecting this response because: It's a scam!!
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:07/09/2025

  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.

  People were waiting over an hour to get their cars and the two employees were taking over 15 minutes to process each customers **********************. I was admittedly impatient as I was walking around in 105 degree weather to get an **** to a different location because Easirent never notified me that their location changed. I asked the employee, who was having a medical problem, why the process was taking so long. She began crying saying she was in pain and couldnt handle the stress of being there. I apologized and said I was not trying to give her a hard time. The manager, thinking I was harassing the employee, began SCREAMING at me, telling me she was going to cancel my reservation. I asked why she wasnt helping the employee who was in pain to process the car rentals. She replied that she was not on the clock. I asked why she was there, which she took as disrespect, telling me that I could stay there and wait, but that they were going to cancel my reservation.I explained that I was not being disrespectful and that she had no right to cancel my reservation. I said that I would call the police and say that she was discriminating against me and my partner for being gay. I do not know if she truly has an issue with gay people, but I do not see any other reason why she had to be so disrespectful and hostile toward me and my partner. Despite me calling the police, she refused to serve me and my partner, which tells me that the issue was indeed with our sexuality. Otherwise, why not just give us the car and get us out of your way? This manager had no right to treat us this way and abuse the ** reserve the right to refuse service to anyone that is intended to protect workers who are being cursed at and abused by customers, not to discriminate against people because you have a personal prejudice against them. I hope that Easirent will provide better conditions for their employees so they do not have to work while sick with a manager who does absolutely nothing.

  Business Response

  Date: 07/11/2025

  Hi ******,

  Thank you for your email.

  
  We appreciate you taking the time to advise us of the incident that occurred at one of our locations. Your feedback is important to us,so we can make the necessary improvements. As a result, we have forwarded your comments onto the Branch Manager to address the staff and provided them with additional training and/or disciplinary action. On behalf of Easirent we would like to apologize for the inconvenience you underwent while renting with us. We sincerely apologize for the inconvenience and hope that you will give us the opportunity to serve you again soon.
  
  Because we value our customers, please accept 10% off your next online booking. To claim, go to **************************** using the discount code [DEQKLKR25]. Valid for 12 months. We look forward to seeing you soon.
  
  
  Kind Regards,

  
  Customer Service 

  Customer Answer

  Date: 07/13/2025

   
  Complaint: 23577541
  
  I am rejecting this response because:

   

  I still have not received a refund for my reservation that was canceled by the manager.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 07/14/2025

  Hi ******,

  
  I hope you had a wonderful weekend.
  
  We appreciate you taking the time to advise us of the incident that occurred at one of our locations. Your feedback is important to us, so we can make the necessary improvements. As a result, we have forwarded your comments onto the Branch Manager to address the staff and provided them with additional training and/or disciplinary action. On behalf of Easirent we would like to apologize for the inconvenience you underwent while renting with us. We sincerely apologize for the inconvenience and hope that you will give us the opportunity to serve you again soon.
  
  Because we value our customers, please accept 10% off your next online booking. To claim, go to **************************** using the discount code [DEQKLKR25]. Valid for 12 months. We look forward to seeing you soon.
  
  
  Kind Regards,
  
  Customer Service 

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23577541
  
  I am rejecting this response because:
  
  I still have not received a refund for the reservation that was canceled by the manager.

   

  I stated this in my previous response, so I am not sure why this is not being addressed. 
  

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

  Business Response

  Date: 07/14/2025

  Hi ******,
  
  I hope you had a wonderful weekend.
  
  We appreciate you taking the time to advise us of the incident that occurred at one of our locations. Your feedback is important to us, so we can make the necessary improvements. As a result, we have forwarded your comments onto the Branch Manager to address the staff and provided them with additional training and/or disciplinary action. On behalf of Easirent we would like to apologize for the inconvenience you underwent while renting with us. We sincerely apologize for the inconvenience and hope that you will give us the opportunity to serve you again soon.
  
  Because we value our customers, please accept 10% off your next online booking. To claim, go to **************************** using the discount code [DEQKLKR25]. Valid for 12 months. We look forward to seeing you soon.
  
  
  Kind Regards,
  
  Customer Service 

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23577541
  
  I am rejecting this response because:

  My refund???

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

  Business Response

  Date: 07/16/2025

  Hi ******,

  We apologize that you are not satisfied with our resolution. We take our rentersconcerns seriously and value your experience with our company.   We have made every effort to resolve this issue with you and with our location manager to ensure this matter does not occur again.
  
  The response resolution to this case was sent to you previously and is the final decision from the Easirent ***************** No other resolutions will be applied to your rental. We will not reopen another ticket or inquiries regarding this matter. Thank you for your understanding and we hope you will rent with us again in the future.
  
  Kind Regards,
  Customer Service

  
  

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23577541
  
  I am rejecting this response because:

   

  Is a human being even responding to this? You still have not addressed my response. Where is my refund??
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:07/09/2025

  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.

  This place was a joke, so many hidden fees and not enough help, and so many angry customers waiting forever at the ********************** counter for help. Two employees on a line of customers out the door and one employee just up and went a took her lunch leaving the other one employee to deal with the angry Croud. While it was our turn the employee said she was thankful we were patient and kind, and so she would then only charge us $15.00 vs the $25.00 charge for driving out of State. My daughter was only in for a few days with me; my stay was two weeks. She and her husband were driving into **** one day for a four-******* trip they had planned, and I was told by the employee that because we were so patient she would add her as a driver but with no charge. There was a $129.85 charge @ $9.99 a day for my whole visit. I have spent a month calling and leaving messages for ****** the manager to call me back, have yet to receive a one return call.

  Business Response

  Date: 07/11/2025

  Hi *****,

  Thank you for taking the time to inform us of your recent experience with us. We sincerely apologize for the inconvenience you underwent with your rental vehicle. For Easirent customer satisfaction is our main priority and it is never our intentions to provide our customers with a vehicle in a state that would inconvenience them. We are currently addressing this with our Management Team to make all the necessary improvements for the convenience and enjoyment of our valued customers such as yourself.

  As for the "Out of State" and "Additional Driver" fees, after further investigation, we found that you signed accepting the total amount charged for these services.
  All optional services are discussed at the location counter before they are added to the rental. Also, a disclosure of costs appears on the keypad before signing to confirm that you agree with any optional service and/or fee.  By signing the Rental Agreement, you have contractually agreed to the charges and a copy of the rental agreement was emailed to you. We have reviewed your inquiry and after consulting with the corporate office we have been advised that the agreement was initialed and signed accepting all charges.  Therefore,no refunds will be offered. If you have any further questions or concerns,please feel free to contact us. Thank you for choosing Easirent.

  Because we value our renters, please accept 10% off your next online booking. To claim,go to **************************** using the discount code [DEQKLKR25]. Valid for 12 months. We look forward to seeing you soon

  
  Sincerely,

  
  Customer Service 

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23575016
  
  I am rejecting this response because: On the day I signed this agreement, there was so much turmoil due to number of customers vs. employee (1).  This one employee was waiting on 3 parties at the time, I was told to sign here, sign here and sign here.  I was not provided an actual physical copy of the agreement until 5:00 p.m. that night, I was at the rental counter at 11:30 a.m.  I want what I was told that there would be no charge for my daughter at all for the one day she drove, that was due to me being one of the patient customers in the room.  It is not my fault that you are understaffed and are unable to provide proper readable documentation at the time. If your goal is to have satisfied customers, then you would do the right thing here.
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 07/11/2025

  Hi *****,

  Thank you for your response.

  We have forwarded your concerns to the manager at the LAS branch for further review. We will update you right away as soon as we receive word from their office. 

  In the meantime, we would like to appeal that you extend your patience and understanding while we look into this case.

  Sincerely,

  Customer Service

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23575016
  
  I am rejecting this response because: I am still waiting for an acceptable response in regard to crediting my account for the extra driver charge.  It is not my fault that Easirent is understaffed and unable to provide proper documentation to you at the time of rental.  Receiving the agreement 6 hours later via e-mail which is actually readable is acceptable, nor is calling for 1 month to the manager Khamil and asking for a return call and not receiving one is acceptable either.  If this trailer they were in at the time wasn't in such turmoil, I feel like this would have never happened.  The fact that this employee was dealing with at least 3 customers at the same time is also not acceptable. We were rushed to sign and move along and were not provided any readable documentation. I would like some resolution to this once and for all.  The fact that I have been trying to resolve this now for 2 months is utterly ridiculous.  I honestly do not think a refund of $129.00 is going to break their bank, but if they are any sort of a customer satisfaction Company as they say, then they would give me what I was promised.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:07/05/2025

  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 car from Easirent in ******* on June 21st, 2025, under agreement RA4130066, and had an extremely disappointing experience due to deceptive charges and a lack of transparency.Due to a family emergency, I was forced to cancel my vacation and returned the car the very next day, June 22nd. However, when I asked about a refund for the unused rental days, I was told that Easirent does not issue any reimbursementregardless of the reason or how early the vehicle is returned.Even though I provided proof of my valid Canadian auto insurance, I was still required to purchase Collision Damage Waiver (***) at $22 per day a cost higher than the base rental rate. I later learned that the *** excluded common risks like tire or key damage, vandalism, or theft effectively making it nearly useless.Additionally, I was automatically charged $12 per day for ******* toll service, even though I did not request or authorize it and again, no refund was offered for unused days.Whats more troubling is that Easirent tried to enforce additional terms and conditions from their website terms that were never included in my rental agreement or brought to my attention. This approach violates basic principles of contract law and, in my view, Floridas Deceptive and Unfair Trade Practices Act (FDUTPA).*** already submitted a formal reimbursement request and plan to report this issue to Florida consumer protection authorities if its not resolved promptly.

  Business Response

  Date: 07/07/2025

  Hi *****,

  I hope this email finds you well, and that you had a wonderful weekend.

  As previously mentioned, your inquiry/complaint was forwarded to the location manager and her team for review. We are still awaiting response from their office. We will update you right away as soon as we receive word from the branch.

  Your patience and understanding is very much appreciated.

  Sincerely,

  Customer Service

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23559666
  
  I am rejecting this response because: I got an answer from your ****************** asking for 15 days to proceed the reimbursement - will happens on July 25. Let's wait.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 07/21/2025

  Hi *****,

  I hope this email finds you well, and that you had a wonderful weekend.

  As previously mentioned, your inquiry/complaint was forwarded to the location manager and her team for review. We are still awaiting response from their office. We will update you right away as soon as we receive word from the branch.

  Your patience and understanding is very much appreciated.

  Sincerely,

  Customer Service