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:08/03/2025

  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 reserved a car for noon on August 3rd and there was not one available when I showed up. I would have went to another company but the shuttle that took me here was slow. No compensation was offered for the delay and I am still waiting at 1:07 for a car. I am asking for a refund of my car rental charge for the day.

  Business Response

  Date: 08/05/2025

  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. We are facing an unprecedented global situation, and we are currently working with minimum staff at every location, which affects the operations. We sincerely apologize for the inconvenience you underwent. We have addressed the issue with our Management Team to make all the necessary improvements to prevent such an event from happening again. In appreciation for your valued feedback. Please accept 10% off your next online booking. To claim,go to **************************** using discount code: RTCEWQP25. Valid for 12 months.
  
  Kind Regards,

  Customer Service

   

• Initial Complaint

  Date:07/31/2025

  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.

  Mr. ****** ****** / Res * ******** / local Ptnr Ref* ENJ- ******** 1/28/2025 I arrive on time at 10:30 p.m. I signed in. Loudly ******, a counter official, tells this mother with kids and grandparents we have the right to refuse you service your welcome to leave- Minutes later her male co-worker talks loudly telling her dont bring that attitude to me. I just sit and read at about 11:30 they call my name, ****** I mention this is the second time I am giving ************************** a try, the first time I told her they charged me twice. I Present my drivers license the credit card I booked with Enjoy Travel, I have ***************** and Insurance through my ***** Fargo card, I present my insurance card ************************** needs a declaration page or I have to pay there level of wavier coverage, I call my 24 hour farmers desk So, I call my **** coverage and somehow thats not quite acceptable to Easirent.They can charge me for one day or as soon as I bring into their office bungalow my Declaration page.Then I cant give them my Flight out so I will be charged $ 10 dollars a day plus milage. Im a senior I walk with can quite capable its now Midnight Ok I will bring all documents in the morning.Can I get shuttle ride back to the ************, ****** tells he done for the evening.She tells me the manager will be in about 6 or 7 a.m. I leave not knowing where the h*** I am. Start walking towards the Strip the ******************* about three miles largely alongside the Interstate. I turn around walk back to the shuttle driver asking him for help he calls me stupid in Spanish I get to the ******************* get refused by (2) bigoted Taxi driver I keep walking to The Luxor Casino keeps walking to ************* I get a taxi. Enclosed receipt I dont trust ************************** PLEASE REFUND ASAP! ****** ****** ____________________________

  Business Response

  Date: 08/01/2025

  Hi ******,

  Thank you for contacting Easirent. Please accept our apology for the delay in responding to your inquiry.

  On behalf of Easirent we sincerely apologize for the inconvenience you underwent at the ********* location. Your feedback is important to us, so we can make the necessary improvements. 

  After further investigation, we found that you agree with the Easirent Terms and Conditions at the time of booking. On this section at the website,you have access to review our services, policies, and requirements, such as Rental Coverages, Method of Payments, Deposits and others.  Please refer to *************************************************************** for more information.  Based on this, we have reviewed your inquiry and after consulting with the senior management we have been advised that no refund will be issued.

  Because we value our renters, please accept 10%off your next online booking. To apply, go to **************************** using the discount code [RTCEWQP25].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

• Initial Complaint

  Date:07/30/2025

  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 June 13, 2025, I rented a vehicle from Easirent, ************************************** ************** and I did not have my personal proof of insurance a the time of the rental so I was required to purchase insurance through Easirent for $183.92. I was told at the time of picking up the vehicle to bring my proof of insurance when I return the vehicle and would be reimbursed for the insurance charge within ******************************************************* with the rental (lessor initials RMDFW). After a week or so I called Easirent to talk to someone about the reimbursement but I was told I had to talk to the branch manager. I called numerous times and I would only get connected to the call center and never was able to contact the manager. Then on July 1st a representative told me I had to bring my proof of insurance to the ******, ** location within 24 hours of renting the vehicle to be reimbursed for the insurance charges. This is the first time I was told this. I certainly would have brought my proof of insurance to the location if I knew that was required because I would not want to take the chance of not getting my insurance charges reimbursed. On July 3rd I submiited a query to Easirent about this issue and to this day I have not received reimbursement, correspondence or call from anyone. I'm very upset about this issue. I want to have my insurance charges of $183.92 refunded to me. It's been almost 2 months with no response.

  Business Response

  Date: 08/01/2025

  Hi ******,

  We apologize for the delayed response to your inquiry.

  Thank you as well for 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. 

  We have sent an email to the branch manager regarding the refund request for the amount of $183.92. We will update you as soon as we receive word from their office.

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

  Sincerely,

  Customer Service

  Customer Answer

  Date: 08/12/2025

   
  Complaint: 23676338
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 08/12/2025

  I haven't been to contact the branch office or manager. It's been 2 months with no response. I called again and all I get is their call center which cannot help me or transfer me to the branch office. I'm very upset about not being able to to talk to the branch manager or get any response. Thank you for your help in this matter and I hope they respond soon and reimburse the charges that I'm entitled to.

  Business Response

  Date: 08/12/2025

  Hi ******,

  I hope you had a wonderful weekend, and thank you for your patience while we reviewed your case.

  I have received word from the branch manager's office and regrettably, they notified me that a refund will not be granted in your case. It would appear that a personal insurance or coverage was not presented at the branch within the 24-hour period hence, the refund request did not meet Easirent's terms and conditions.

  While we understand that this may have not been your desired outcome, we assure you that a careful and thorough investigation was made regarding the case.

  Thank you for your kind understanding on the matter.

  Cordially,

  Customer Service

  Customer Answer

  Date: 08/12/2025

   
  Complaint: 23676338
  
  I am rejecting this response because: I was NOT told to bring proof of insurance into the location within 24 hours. I was told to bring it in when I returned the vehicle which I did. I certainly would have brought it in within the 24 hours if I was informed of that. I feel it was their error and should do the right thing and reimburse me for the insurance charges. This is very unfair. There are always exceptions to all rules and this is one of them.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 08/14/2025

  Hi ******,
  
  I hope you had a wonderful weekend, and thank you for your patience while we reviewed your case.
  
  I have received word from the branch manager's office and regrettably, they notified me that a refund will not be granted in your case. It would appear that a personal insurance or coverage was not presented at the branch within the 24-hour period hence, the refund request did not meet Easirent's terms and conditions.
  
  While we understand that this may have not been your desired outcome, we assure you that a careful and thorough investigation was made regarding the case.
  
  Thank you for your kind understanding on the matter.
  
  Cordially,
  
  Customer Service

  Customer Answer

  Date: 08/15/2025

   
  Complaint: 23676338
  
  I am rejecting this response because: I think this unfair! It was their error not informing me  that I was required to submit proof of insurance within 24 hours of renting the vehicle. I certainly would have submitted within the 24 hours if i was informed of that at the time of the rental. I know it's my word against theirs but I would think they would do the right thing and reimburse me since they didn't follow their rules. The $183.92 charge is a lot of money to me and wouldn't be a big deal for them to make this right. Thank you for your help but I'm very disappointed an will never rent from them again. Very wrong of them
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 08/15/2025

  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

  
  

  Business Response

  Date: 08/22/2025

  DFW-******* ****** LEARYA
  The amount for the *** charge was $95.96. A refund in the amount of $95.96 has been process on your credit card on 8/22/2025 please allow 10 business days for the refund to show on your credit card statement.
  Kind regards,
  Customer service

  Customer Answer

  Date: 08/23/2025

   
  Complaint: 23676338
  
  I am rejecting this response because: I'm very happy that Easirent refunded partial amount of insurance they charged me. I was also charged $87.96 for rental car liability which really should be refunded as well. I would really appreciate it if they would refund the additional amount which would be the total amount I was charged. Thank you for assisting me in getting this issue resolved. I'm glad they decided to do the right thing since this issue was their error.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:07/25/2025

  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 August 22, 2025, I picked up my rental car from Easirent in *********. The service girl that took care of me went to the car and started it up and made sure the car was cooling down while I was outside videoing the car and loading my luggage. The service girl hopped out of the car left it running, and told me that I'm all good to go. I then traveled to my work location in ********, ***** a 2 1/2 hour drive from ******, **. Unbeknownst to me, the service girl had put the wrong fob in the car.The following morning I went to start the car and it wouldn't start. I contacted the rental agency to advise them that there was somthing wrong with the car. The man in customer service forwarded my call to a towing agency. The towing agency arrived and was unable to jump start the car and was unable to help.I made three phone calls to Easirent rental agency asking them to please send me a replacement car, but no one returned my calls. I was basically stranded in a town with no taxi's and no uber.I made another call the next morning and again they just forwarded me to the towing service and said to have the car towed to the nearest ****** Dealership, which ended up being over an hour away. I kept calling and asking for **** the manager, with no return calls. I finally got through to the customer service man and I advised him that I was on a work trip and needed a replacement car and I'm stranded. He basically stated that I was too far away to send another car. It wasn't until Thursday, the 24th that the dealership advised me that they had given me the incorrect fab.I have been calling Easirent to have my credit card credited for all charges and again no one will call me back or assist me and to date hasn't done so. They left me in a very vulnerable situation. This company is very unscrupulous They are liable for failing to rescue their customer.

  Business Response

  Date: 08/05/2025

  Hi ****,

  Thank you for taking the time to inform us of your recent experience with us.  We sincerely apologize for the inconvenience you experienced with your rental. Renter satisfaction is a priority, it is never our intention to provide our renter with a vehicle that is not up to our company standards. We are sorry that your vehicle broke down because of a mechanical failure. We also apologize for the waiting time to address the situation and exchange your vehicle.  Your experience has been dealt with by our Management Team to make all the necessary improvements in our service.

  I'm also happy to inform you that we've successfully processed a refund in the amount of $159.71 that should be posted back to the original form of payment within seven to ten business days.

  Additionally, please accept 10% off your next online booking. To claim,go to **************************** using the discount code [RTCEWQP25]. Valid for 12 months. We look forward to seeing you soon

  Sincerely,

  Customer Service

• Initial Complaint

  Date:07/22/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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 prepaid for a car rental in May of 2025. On May 21st I arrived to pick up the car rental and was told I had to buy ******** coverage. I told the clerk I had my own Auto policy which I always use. He asked to see the card and I showed him. He stated that Progressive doesn't cover car rentals. I had no choice but to pay the extra $186. More than what I prepaid for the car rental online. When I left I called Progressive and was informed that Easi Rent was wrong and I can use my policy to cover the collision. I tried to reach Easi Rent by phone to correct the mistake and refund me the $186.00 and they never answered their phone. I woke up the next day to a flat tire and had to use my own Triple A plan because again Easi Rent was not answering the phone. When I finally reached Easi Rent they told me I had to drive the car back to the pickup location at the airport on a donut tire.I arrived and was standing in line to speak to the clerk and get a new car and i overhear another customer arguing with the clerk because he was told that The ************************* doesn't cover collision. At that point the clerk said oh you can put the collision under your credit card insurance,I interrupted the clerk and asked him why I wasn't offered that option and was forced to pay $186.The clerk, Remy, told me to show him my actual declaration page which I did. He instructed me to upload a copy of the declaration page to their website. Remy said he would refund me the $186 back to my credit card.I never received the refund. I sent several emails to Easi Rent and no one replied back. I submitted a dispute with my credit card company, and they decided in merchant favor because they handled the dispute as a rental car cancellation. The company reported that I did not cancel a rental reservation in time which did not even correlate to this dispute. I am in the process of appealing this decision with my credit card company.This company is scamming people.

  Business Response

  Date: 07/23/2025

  Hi ********,

  We apologize for the delayed response to your inquiry.

  We appreciate you taking the time to advise us of the incident that occurred at one of our locations. After further investigation, we found that you signed the rental agreement in five places accepting our Terms and Conditions and the optional Collision Damage Waiver. As stated on our rental terms, optional coverage is not required to rent a vehicle; however, proof of a current automobile comprehensive, collision and liability insurance policy in the renters are required at the time of pick up. If proof of full coverage cannot be produced at the counter, the renter will be required to buy the appropriate cover from Easirent.

  Renters have the option to return to the location they rented from within 24 hours of pickup time to remove optional products. If renter wishes to remove coverage or insurance the renter must provide proof of their insurance policy that covers rental vehicles. Renters will only be charged for the optional product for the 24-hour period.  Because you have signed the rental agreement and authorized the charges to your credit card refund will not be issued.

  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: 07/23/2025

   
  Complaint: 23634496
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** *******

  Customer Answer

  Date: 07/24/2025

  my response as to why I don't accept Easi Rents response did not go through

  Customer Answer

  Date: 07/24/2025

  I prepaid for the rental car. I arrived at the counter to pick up the rental car and was told I NEEDED to purchase collision coverage. I showed the clerk named Remy my insurance card. He said that Progressive would not cover collision on the rental car, and he charged my credit card $186.00. This was on top of the car rental I had already prepaid for.  I immediately phoned Progressive after arriving to my destination. I was told that they do cover rental cars. I drove back to EasiRent the following day less than 24 hours later. I spoke with Remy again the clerk at EasiRent. I informed him that Progressive told me I am covered for the rental collision under my own policy. He asked me again for my insurance card and also to see my declaration page. I showed him all the documents he requested. He then instructed me to upload a copy of my declaration page to an EasiRent web page he provided me, which I did. Remy apologized and informed me he would refund the $186 back to the credit card.During the time of the rental I kept checking for the refund. When I dropped the car back to EasiRent I asked Remy about the refund. He said the refund would take several days to show up on my credit card.I never received the refund of $186 I emailed EasiRent on May 22, 2025 and again on May 30, 2025. EasiRent never responded to my emails and never refunded  the $186. 

  Business Response

  Date: 07/25/2025

  Hi ********,

  We apologize for the delayed response to your email.

  Thank you for letting us know of your experience at one of our locations. We have forwarded your complaints to both the 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 appeal that you extend your patience and understanding as we work on this csae.

  Thank you.

  Sincerely,

  Customer Service

  Customer Answer

  Date: 07/25/2025

   
  Complaint: 23634496
  
  I am rejecting this response because:

   

  I m not rejecting the response because the company asked me to be patient while they alert management regarding the issue. So I am awaiting the management remedy to rectify this. I had no option but to choose this response or the case would be closed out.

   

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

  Business Response

  Date: 08/01/2025

  Hi ********,

  We apologize for the delayed response to your inquiry. 

  We are yet to receive a response from the branch manager's office regarding your inquiry. We understand how important it is for you to have this issue addressed with in the soonest time possible and we apologize for the inconvenience to the delay or a resolution may have caused. 

  We have sent a follow-up email to both the branch and regional managers' office. We will update you as soon as we receive word from either of their office.

  Thank you for your continued patience on this matter.

  Sincerely,

  Customer Service

   

  Customer Answer

  Date: 08/01/2025

   
  Complaint: 23634496
  
  I am rejecting this response because: obviously you're not reading my complaint. I did present everything at the counter and was told INACCURATE information, that my Progressive policy did not cover collision on rentals.  I returned to the office the next day and was asked to present the declarationn page which I did. The agent Remy APOLOGIZED AND TOLD ME I WOULD BE REFUNDED. I was not refunded and all of my email were ignored. This is why I opened a complaint. 
   
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:07/21/2025

  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.

  Easirent rental car services, which I noted has numerous complaints lodged already with BBB, charged me exorbitant hidden costs during my latest rental. These charges related to out of state driving, which was not properly communicated at the time of booking. By the time I arrived to pick up my car, I had no choice but to accept the charges since it was late in the evening and I had no other options. This company commits fraud regularly and should be shut down. My rental agreement number is *******.

  Business Response

  Date: 07/23/2025

  Hi *****,

  Thank you for contacting Easirent. After further investigation we found that you signed accepting our "Out of State" service.

  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.

  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: 08/04/2025

   
  Complaint: 23634129
  
  I am rejecting this response because:

  At the time of accepting the fee I was left with no other options.  It was already 7PM and my hotel was several hours drive from the rental location.  They also told me there was no way to cancel.  As the Godfather would say, I was given a choice I could not refuse.  Such mafia like practices should not be endorsed by the BBB or any legitimate business.  I will also note that Easirent has a notorious reputation for complaints with the BBB, which I wish I had known before doing any business with them.  Even if they offer me 100% off I would not accept their response.  All I want is a full refund of the illegitimate fees imposed by this criminal organization.

  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 08/05/2025

  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: 08/05/2025

   
  Complaint: 23634129
  
  I am rejecting this response because:

  As Easirent's history has made clear, with over 400 complaints on the BBB alone, it ought to be liable for class action and investigation.  It would please me dearly if this "bait and switch" organization, masquerading as a rental car business, were to be properly investigated and its board of directors tried for consumer fraud.

  
  Sincerely,
  
  ***** ****

• 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