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:02/14/2025

  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 turned in my rental car approx 14 hours early than anticipated and they will not refund the difference in price

  Business Response

  Date: 02/24/2025

  Dear Mr. ****************** you for contacting Easirent. Under the terms and conditions of the rental agreement, Page 3, Paragraph 3 States:

  
   3. Return of Vehicle: If the renter chooses to return the vehicle before the end date of their rental, they will not be refunded unused days.

  See attached Highlighted Rental Agreement

  
  We regret that you didnt complete your stay. According to your signed Rental Agreement you have agreed to all Terms and Conditions of this rental.  No refunds for Early Return will be applied to your rental contract.

  
  Please refer to our website at *************************************************************** for more information.  Because we value our customers, please accept 10% off your next online booking. To claim, go to **************************** using the discount code [ACSFR7144]. Valid for 12 months. We look forward to seeing you soon.
  
  Kind Regards,
                  Customer Service

• Initial Complaint

  Date:02/14/2025

  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.

  Hi, I visited ******* at the end of October, I rented a car from Easirent through *******. When I got there, I told the customer service agent I was there to pick up a car. He then asked me for my driver's license, then he asked me if I wanted to add insurance, and I said yes. But I already had added insurance with *******. Then he added the Sun pass, but I told him that I really didn't need the sun pass either. He originally didn't ask me if I had a reservation, I just figured once I told him I was there to pick up a car, and my name was entered into the computer, he would see my reservation, and he would see my added insurance. The following moth o my credit card bill I noticed the charge. I tried calling, I was 18 in line to talk to someone, call fell. emailed them they blocked me.

  Business Response

  Date: 02/24/2025

  Thank you for your inquiry. The information provided is not sufficient for us to find the Rental Agreement or Reservation associated with this query.

  
  Please provide the following information, the more information received the easier it is to find the Rental Agreement or Reservation se we can respond.

  
  Reservation /Confirmation
  Rental Agreement Number
  Renter/Driver Full Name (as listed on drivers license)
  City of vehicle pick-up *********************** Location Address)
  Date of Pick-up and return

  
  Kind Regards,
  Customer Service

• Initial Complaint

  Date:02/13/2025

  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 reserved a Chevrolete Traverse Or Similar Car to which I paid in full on 12/19/2024, too be used from 01/17/2025 to 01/23/2025. Upon arrival at the rental car company, they claimed to not have the car I reserved, stating that I would have to take a smaller car. I was assured that I would be refunded the difference. I took the car because I was pressed for time and really didn't have the funds to go rent somewhere else while I waited 10 working days for my refund. Approximately 3 days into my week trip the car started stalling. The condition of the car was also really bad, with a huge panel missing on the left hand side. Not only have they not refunded my credit card for the smaller car, but the lied to the 3rd party website( Plum Benefits) that the gave me a ******* Santa Fe, When in fact I was given a smaller car. A chevrolete Equinox and not refunded the difference. Hopefully Someone can help get accountability from this company thats hiding behind the name EASIRENT.

  Business Response

  Date: 02/24/2025

  RA 3877120

   

  Dear Mr. ****************** 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 Regional 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.
  
   A refund has been processed by our ****************  in the amount of $156.23 on 1/23/2025. Please see the transaction information below.  If you have not received the credit please contact your bank.
  
  Because we value our renters, please accept 10% off your next online booking. To apply, go to **************************** using the discount code [ACSFR7144]. Valid for 12 months. We look forward to seeing you soon.

  Kind Regards,

  Customer Service

   

  Merchant:
  ************************ 
  Date:
  01/23/2025 12:14:11 PM EST 
  Transaction ID:
  *********** 
  Transaction Type:
  Card Settle 
  Entry Method:
  Keyed 
  Status:
  Complete 
  Response Code:
  100

• Initial Complaint

  Date:02/10/2025

  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.

  Rented a 2023 ******* Kona 2/03/2025 through 2/09/2025 with TWO unknown bad tires for $204.69. On 2/08/25 I had 2 front flat tires due to the belts was showing on both tires. I contacted Easirent. They refused to help me. Called road side assistance multiple times. A law officer tried to contact both Easirent and road side assistance. No help for him. Easirent told me earlier that day they would replace tires but did not. Told me I took the car out of state. At time of me renting the car I told the lady that I was going to ***** that my son was critical with his heart. She said to drive safe and she would pray for him. Supervisor told me I Ditched the car. I told him I did exactly what his roadside service told me to do. They rented me a car with two bad tires to drive on I-80 at speed up to 80 mph. I had two blowouts on both front tires. I could have been killed. They were not concerned about me or my safety. Only I took the car out of state. NOWHERE in my contract does it state I cant take the car to surroundings states. I told the lady at the desk where I was going and why. Easirent told me I should have noted it when I did my walk around. I told him I was not responsible for the mother, transportation and TIRES. That he should have NEVER put a person in an unsafe vehicle. He just insisted it was my fault. I have proof of everything I have stated.

  Business Response

  Date: 02/18/2025

  Ms. ****,

  Thank you for your inquiry. The information provided is not sufficient for us to find the Rental Agreement or Reservation associated with this query. I do not see a contract with the name ***** ****.

  Please provide the following information, the more information received the easier it is to find the Rental Agreement or Reservation se we can respond.

  
  Reservation /Confirmation
  Rental Agreement Number
  Renter/Driver Full Name (as listed on drivers license)
  City of vehicle pick-up *********************** Location Address)
  Date of Pick-up and return
  

  Kind Regards,
  Customer Service

• Initial Complaint

  Date:02/09/2025

  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.

  My wife made the reservations while I was at work, so her name was on it. Which shouldnt be that big of a deal, except for the fact that we were charged an extra fee to add me on as a driver, which no other company that **** ever used has charged us for. She is 30 weeks pregnant, and wasnt in her best interest to be a driver. As well, we were strong armed into getting an insurance policy because we were told that we had to. We found that odd, but were told that through easirent that we had to buy an insurance policy. We chose the basic one but later found out that this was false and that we did not need to purchase an insurance policy if we had our own personal policy. We brought this up to the person with whom we dropped the car off, and he told us that because it was more than 24 hours after pick up, that he couldnt issue a refund. To validate this claim, I would urge you to speak with a Ms. *** ********* (another one of your clients who picked up on the same day at the same time as us - 6:00pm and dropped off at the same time). She overheard my conversation with the attendant, and she said that she was told the same thing. You shouldnt be telling customers that they have to buy one of your policies when its Florida law that your own personal insurance can cover for the rental insurance. That is 100% illegal. As well, we were also strong armed into purchasing the toll coverage. We were told that it was going to be $50 per-toll violation. Of course, none of us live here, so we didnt know whether we would be hitting a toll or not. And instead of the attendant asking us where we were staying and where we would be visiting to help guide us as to whether or not we should purchase the policy, they strong-armed us into purchasing it, and we didnt even end up going through one single toll. All of this is extremely frustrating since we were charged $250 above and beyond the original booking fee. These were very predatory, and we are requesting a refund immediately.

  Business Response

  Date: 02/11/2025

  Thank you for your inquiry. The information provided is not sufficient for us to find the Rental Agreement or Reservation associated with this query.

  
  Please provide the following information, the more information received the easier it is to find the Rental Agreement or Reservation se we can respond.

  
  Reservation /Confirmation
  Rental Agreement Number
  Renter/Driver Full Name (as listed on drivers license)
  City of vehicle pick-up *********************** Location Address)
  Date of Pick-up and return

  
  Kind Regards,
  Customer Service

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22918081
  
  I am rejecting this response because: The following information was needed for Easirent to identify the account.

  Reservation /Confirmation - 3923085
  Rental Agreement Number - 3923085
  Renter/Driver Full Name (as listed on drivers license) - ******* ******* *******
  City of vehicle pick-up (Easirent Location Address) - *********************************************
  Date of Pick-up and return - January 27, 2025 (pick-up) and January 31, 2025 (return)

  Also, they are going to say we got a rental agreement, but we did not in fact ever get one and I attached this screenshot from their client portal showing that the rental agreement is inaccessible. 

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

  Business Response

  Date: 02/17/2025

  Dear Ms. ******************** you for contacting Easirent. 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 name covering injury to third persons or property is required at the time of pick up. Please refer to our Rental Coverage Policy on *********************************************************************************** for more information.  
  
  On page 2 Line 17 of Your Rental Agreement it states:
  17. Removal of Purchased CDW/LDW 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.
  
  After further investigation we found that you initialed and signed the Rental Agreement accepting Liability, Additional Driver and the Toll Option therefore no refund can be made. (see attached signed Rental Agreement)
  
  Because we value our renters, please accept 10% off your next online booking. To apply, go to **************************** using the discount code [ACSFR7144]. Valid for 12 months.We look forward to seeing you soon.

  Kind Regards,

      Customer Service

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22918081
  
  I am rejecting this response because:

  No agreement was showed. There was no document that was given to us that outlined any of that. I would highly recommend that you look into how that office is operating. We signed an electronic pad where we were not told what we were signing other than that this was just our booking. So although I understand what you are saying, none of that was told to us. I would like for somebody to call us to discuss this, as this is highly frustrating and highly predatory. I would also urge you guys to investigate the language that your agents are using. Your agent literally stated that your insurance was mandatory. There was no discussion of having our own insurance. So your agents conned not only us, but the other client that I was discussing into purchasing it without elaborating as to the policy. Which is an illegal activity. You cant have somebody tell us that we are forced to buy a policy, without explaining that we dont have to have it if our own insurance covers it. And we asked multiple times. Please look back at your video feed and audio. Our phone number is area code ************

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

• Initial Complaint

  Date:02/06/2025

  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.

  This place is as crooked as they come...I booked on priceline....After getting to ***** I called them and told them where I was supposed to pick up my rental...I gave them my confirmation number and they still instructed me to get on a trolly at the **************, that took me to the incorrect rental location as they have 2...Almost 4 hours wasted and then they tried to blame me because I booked the reservation....I can't make this level of ignorance up if I tried. They then refused to give me a refund despite their staff instructing me on going to the wrong location even after I gave them the information....I was hung up on, discriminated against and talked to like filth....I would NEVER recommend such a nasty dirty facility with such crooked people in my life...What a disgrace. I eventually rented another car from another company for $250 because of how absolutely pathetic and grotesque these agents were to me....Blaming me when I called and gave them the exact location of my rental....How disgusting...Your company can now reimburse me for my $250 rental I had to obtain due to your inept staff

  Business Response

  Date: 02/11/2025

  Thank you for your inquiry. The information provided is not sufficient for us to find the Rental Agreement or Reservation associated with this query.

  
  Please provide the following information, the more information received the easier it is to find the Rental Agreement or Reservation so we can respond.

  
  Reservation /Confirmation
  Rental Agreement Number
  Renter/Driver Full Name (as listed on drivers license)
  City of vehicle pick-up *********************** Location Address)
  Date of Pick-up and return

  
  Kind Regards,
  Customer Service

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22909204
  
  I am rejecting this response because

  There is not a million **** **** in your database that had issues on that exact date...Give me a break... I'm not wasting my time doing your jobs yet again....Figure it out or deal with the publicity of your failed staff who work out of state in a remote location 
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 02/18/2025

  RA DAL-3922999  Reservation with Priceline US220125092367FK

   

  Mr. ****,

  I found your reservation, but the notes in the system states your booked your reservation for ***************** (DAL) but your arrived at ***************** (DFW). So the confusion was you called our DAL location and they assumed your were at DAL and gave your directions. But if you were at *** the directions would not be correct. Which Airport did you fly into?

  Kind Regards,

  Customer Service

• Initial Complaint

  Date:02/03/2025

  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 1/17/25 my husband and I flew into ***************. I rented a car through Easirent. When I got to the counter, I gave the gentleman my reservation. He asked me if I wanted insurance, I said no, my company will cover if any damages if they were to occur. He asked for my insurance card. I did not have it on me, it was in my car. He informed me that I had to purchase their insurance if I could not provide proof. I said I could call me insurance agent and he could scan one to my phone. I insisted I buy theirs. After I paid and returned home, I looked up their policy. If I could provide proof of insurance within 24 hours, the rest of the insurance would be credited to my account. The man at the counter NEVER stated that or I would have come back to provide my proof. I feel like this business practice is a complete misrepresentation and will never use them again. I have rented cars from many different companies, and this is the first time I've ever had to provide proof of insurance. The base rental was ******, insurance was 125.02-I just want ****** back since I know I was being charged the first day of insurance.

  Business Response

  Date: 02/11/2025

  BBB ID-******** PBI-******* ******* *******

  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 Regional 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.
  
   A refund has been processed by our **************** for the *** Coverage in the amount of $124.95.Please allow ***** business days for this transaction to reflect on the credit you use when renting the vehicle. We sincerely apologize for the inconvenience and hope that you will give us the opportunity to serve you again soon.
  
  Because we value our renters, please accept 10% off your next online booking. To apply, go to **************************** using the discount code [ACSFR7144]. Valid for 12 months. We look forward to seeing you soon.

  Date: 02/11/2025 11:42:08 AM EST
  Transaction ID: ***********
  Transaction Type: Card Refund
  Amount: $-124.95

  Kind Regards,

  Customer Service

• Initial Complaint

  Date:02/01/2025

  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.

  I went into the ************ to get a car, they made us pay she we did everything they asked, than they wanted a signature, wouldn't tell us what we were signing, asked for a print out, wouldn't give us one, said we had to sign first than they will give us a copy of what was signed, refused to give us a print out before we signed, I said something about what will bbb think of this policy he stopped the rental kicked us out and wouldn't rent to us. After already charging my card for everything.

  Business Response

  Date: 02/02/2025

  Thank you for your inquiry. The information provided is not sufficient for us to find the Rental Agreement or Reservation associated with this query.

  
  Please provide the following information, the more information received the easier it is to find the Rental Agreement or Reservation se we can respond.

  
  Reservation /Confirmation
  Rental Agreement Number
  Renter/Driver Full Name (as listed on drivers license)
  City of vehicle pick-up *********************** Location Address)
  Date of Pick-up and return

  
  Kind Regards,
  Customer Service

• Initial Complaint

  Date:01/31/2025

  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.

  Rental Agreement *******. I was charged 10 days of car rental when in fact I only rented the car for 9 days. Car was picked up on 01-20-2025 and dropped off on 01-29-2025. Rental agreement says I picked up car on 01-19-2025. This is false.

  Business Response

  Date: 02/11/2025

  PHX-3910557 ****** *********

  We appreciate you taking the time  to contact Easirent.  Per your signed Rental Agreement it shows that you rented the vehicle on 1/19/2025 to 1/29/25. Please see attached rental agreement number 3910557.

  Kind Regards,

  Customer Service

   

  Customer Answer

  Date: 02/22/2025

   
  Complaint: 22881951
  
  I am rejecting this response because:

  The form you sent shows my signature on January 20, 2025 not January 19, 2025.  This is the day I picked up the car. Why are you charging me for January 19 when I never had possession of the car on that day?
  
  Sincerely,
  
  ****** *********

  Customer Answer

  Date: 03/03/2025

  See attached confirmation of rental.  There was no shuttle bus running when we arrived. Waited an hour and no one picked me up.  Found out later that the rental company closed at 8 pm.  This is not posted on the confirmation.  Waited at bus stop from 7:20 to 8:30 only to find out they closed their office with no notice.  I had to rent a car from the one of the many other rental companies that were all open. I should not have to pay for the extra day when I was not picked up by their shuttle bus.
  

  Business Response

  Date: 03/05/2025

   

   

  
  We appreciate you taking the time to advise us of the incident that occurred at one of our locations. On behalf of Easirent we would like to apologize for the inconvenience you underwent while renting with us.
    The total cost of your rental for 10 days was $210.03. The cost for a 1 day rental with tax and fees was $21.00 per day.   A refund has been processed by our **************** on 3/82025 for the 1 DAY RENTAL in the amount of $21.00. Please allow ***** business days for this transaction to reflect on the credit you use when renting the vehicle. We sincerely apologize for the inconvenience and hope that you will give us the opportunity to serve you again soon.
  
  Because we value our renters, please accept 10% off your next online booking. To claim the 10%, go to **************************** using the discount code [ACSFR7144]. Valid for 12 months. We look forward to seeing you soon.
  
  Kind Regards,
  Customer Service

  Date: 03/05/2025 3:40:20 PM EST
  Transaction ID: ***********
  Transaction Type: Card Refund
  Amount: $-21.00

• Initial Complaint

  Date:01/28/2025

  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 the 18th of December 2024, I needed a car rental and so found Easirent via the Kayak car rental price comparison site. It said to pay $131.49 to rent a car for the day. There was no mention on the website about the inability to process car insurance on a debit card. I went ahead and paid for the reservation. Within 30 minutes I went to Easirent's office and the staff was unable to give me a car since I had no credit card. She asked me to call the office to cancel the reservation and get a refund. I called and did. And I was told that money would be refunded within 30 business days. So I waited. 30 business days passed and there was no refund. Instead when I called again, the office claimed that they only cancelled the reservation but did not place a refund request. And they were working on it. And now they responded refusing to refund the money after they had told me that will refund it over 40 days ago. Note that the reservation was booked and cancelled within ***************************************************************************************************************************************** aware of before using the service. Easirent is operating fraudulently, by promising refunds and then hoping you will forget to follow up the claim and then when you follow up after the 30 day **** then they refuse to issue the refund.

  Business Response

  Date: 02/02/2025

  RA:HOU-3874604 PROOF OF REFUND
  
  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 Regional 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.
  
   A refund has been processed by our **************** for the Reservation the amount of $131.49.(See proof of refund Attached/ Below) Please allow ***** business days for this transaction to reflect on the credit you use when renting the vehicle. We sincerely apologize for the inconvenience and hope that you will give us the opportunity to serve you again soon.
  
  Kind ****************************