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:12/27/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned the vehicle on July 8, 2024, and I have yet to receive reimbursement for the ***************************** that was fraudulently added to my ************** booking reference is *********. I was in possession of the vehicle from May 5, 2024, to July 8, 2024. Unfortunately, I am unable to provide a copy of my contract or final invoice, as Easirent never furnished it, despite my multiple requests.Attached are several email communications supporting my case. I expect a full reimbursement for the ***************************** as a result of Easirents fraudulent business practices.

  Business Response

  Date: 01/07/2025

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

  
  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: 01/07/2025

   
  Complaint: 22735944
  
  I am rejecting this response because:

  Reservation/Confirmation: *********
  Easirent Reference: 3638265
  Partner Reference: *********
  Renter/Driver Full Name (as listed on drivers license): ***** *****
  City of vehicle pick-up (Easirent Location Address): Easirent ***************, ***************************************
  Date of Pick-up: 5/10/2024
  Date of return: 7/5/2024

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

  Business Response

  Date: 01/27/2025

  We appreciate you taking the time to advise us of the incident that occurred at one of our locations.
   A refund was processed by our **************** for the Sunpass in the amount of $170.40. On 8/20/2024.(See Attached ***** List of Rental Agreements and proof of refund) 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, go to **************************** using the discount code [ACSFR7144]. Valid for 12 months. We look forward to seeing you soon.

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22735944
  
  I am rejecting this response because:

  This resolution is completely unsatisfactory, inaccurate, and fraudulent.
  

  As stated by ***** *******, Easirent Car Rental Operations Manager, in the attached email, the ****** refund was for the early return, NOT the ****************************.

  As indicated in my multiple emails to Customer Relations, which I included in my original complaint, I didnt authorize the ***************************** it was fraudulently added to my reservation without my consent, as I explicitly declined the service at the rental counter.
  
  When I attempted to extend my reservation the following week, I inadvertently discovered that the ********************************* was fraudulently added to my reservation. I immediately contacted Customer Relations to remove the service and spoke with **********, who informed me that he couldnt remove any services from the original contract. He, along with all subsequent customer relations representatives that I spoke with (when they didnt purposely hang up on me and/or transfer me back into the queue), informed me that Id be reimbursed in full for the **************************** after I returned the vehicle and a supervisor confirmed with the toll company that I didnt go through any tolls (which I didnt). Again, I confirmed the validity of this information several times with Customer Relations, including immediately before I dropped off the vehicle at ******************************
  
  I relied on Easirents customer relations representatives to provide accurate information in order to make a sound decision. Im baffled that they all provided false information, yet Im being penalized. Had I known that they were all confabulating policies and Id be denied the reimbursement that Im clearly entitled to, I wouldve driven 70 miles and returned the vehicle prior to extending my reservation. 
  
  Im entitled to reimbursement for the ****************************, and Im more than willing to pursue litigation and involve the Florida Attorney General regarding Easirents unethical and fraudulent business practices.

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

  Business Response

  Date: 02/02/2025

  We appreciate you taking the time to advise us of the incident that occurred at one of our locations.

  
   A refund was processed by our **************** for the Sunpass in the amount of $170.40. On 8/20/2024. (See Attached ***** List of Rental Agreements and proof of refund) 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, go to **************************** using the discount code [ACSFR7144]. Valid for 12 months. We look forward to seeing you soon.

• Initial Complaint

  Date:12/26/2024

  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 am urgently requesting the return of my personal belongings, which were left in a rental vehicle repossessed by EasiRent on December 19th. Despite daily calls and multiple emails, I have not received a response. This delay is causing significant disruption, including missed work and school, and my mothers medical needs are being affected as her dialysis supplies are still in the vehicle. The total value of these items is around $4,500.While I understand delays during the holidays, the company remains open, and the lack of communication is now critical. The vehicle has been returned, but my belongings are unaccounted for. Please confirm when they will be sent back to **********On December 26th, I spoke with the manager at the Hobby ******* branch, who said the vehicle has not yet been located. She confirmed it is illegal for a rental company to withhold personal items and has been trying to assist. I have also filed a theft report with the ***************************** and have been advised to contact the BBB and seek legal action.Given the vehicles tracking system, I trust the company can locate it and return my belongings quickly. I am preparing legal action to recover the items and address additional costs from my mothers missed dialysis treatments. Please provide an immediate update on when I can expect my belongings to be returned.I also will not disclose my mothers condition, I do want to put that in writing. She has kidney failure and that is the reason for her being on Dialysis

  Business Response

  Date: 01/07/2025

  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: 01/08/2025

   
  Complaint: 22731438
  
  I am rejecting this response because:

  Theres ample amount of documentation for I am now seeking a lawsuit, I have lost wages now. Its been a full month now. This company is horrible. Return my items. For the wages and amount of items is now totaling. 
  

   

   
  Please see attached an additional email from today, dating January 8, 2024.

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

  Business Response

  Date: 01/17/2025

  HOU-3843691 Davis   BBB ******** Response
  

  Thank you for contacting Easirent.

  I have investigated your complaint and found the following. Ms. ***** ***** rented the vehicle on 11/25/24 and due to return on 12/01/2024. Ms. ***** did not return the vehicle per her return date listed on the Rental Agreement. The ******* location tried to contact Ms. ***** numerous times to return the vehicle. Ms. ***** never responded. Easirent had to hire Collateral Consultants to find and repossess the vehicle.  They found the vehicle in *********. The cost for this service was $1,325.00.  The vehicle was brought back to our ******* location on 12/31/2024. Per the manager of the location, nothing was found in the vehicle. Per Ms. ***** signed Rental Agreement paragraph 6. Easirent is not responsible for items left in the vehicle. 

  
  Also, when the vehicle was repossessed damage was found on the vehicle. Per Ms. ***** signed Rental Agreement paragraph 3. Ms. ***** is fully responsible for the full cost of repair and will be contacted by the Easirent claims company to pay for the extra days she kept the vehicle, the cost of the repossession and the damage to the vehicle.

  
  Kind Regards,
  Customer Service
  Attachment: *********** Davis    Rental Agreement

  
  

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22731438
  
  I am rejecting this response because:
  For this response is not accurate. There were clothes due to us coming in one for the holidays. There were clothes a laptop, wallet and personal items. The ******* location has even confirmed that they cant hold my items. I ask that you all locate my items. the laptop is totaling $1200, alone and purses shoes and monitors. This response says there wasnt anything in the car when you all confirmed there was. Where are my things? after the manager confirmed that they could not hold items, why havent they been returned. Also there is no proof of damage. The car was towed and kept in you all possession, and had been a month now. Please provide proof of damage in writing so that i may add this all to my case. Where are my things? 
  

  I was told to contact an attorney for lost items. We have camera footage of me putting items in the vehicle and they were never brought inside. Please locate my items. Its now been a month. I have to much evidence for you all to say you all cant locate out stuff. I promise for this is now documentation for an attorney. Someone needs to either compensate me for personal items or send them to *********. Also the laptop is not my property, its my work computer and that is now theft

   

  **********************************;

  ***********, *********

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

  Customer Answer

  Date: 01/17/2025

  The vehicle was repossessed on *****. Theres video footage as well as a police report with **** for theft of personal items off property, which after explaining to them the issue, they stated that the company should return items or it is theft. We clarified this with the Hobby locations manager and she verbally stated that is correct and to retain a lawyer which we have done and spoken with about. 
  

  I have emails informing Easirent of my new cell number and responses from them confirming they have my new number. I have received 0 calls nor has my husband. I can get phone records printed for this problem. According to ****, this is a civil suit and i may proceed. The response stated there were NO ITEMS in the vehicle when the email thread states there were. Where are our things? This company is now false  stating they dont have our items after stating there were items in the email and over the phone. It is now January 17, 2025. The car was repossessed December 19, 2024. December 29, 2024. We called and the manager stated that they would get our items returned.

  Customer Answer

  Date: 01/17/2025

  The vehicle was repossessed on *****. Theres video footage as well as a police report with **** for theft of personal items off property, which after explaining to them the issue, they stated that the company should return items or it is theft. We clarified this with the Hobby locations manager and she verbally stated that is correct and to retain a lawyer which we have done and spoken with about. 
  

  I have emails informing Easirent of my new cell number and responses from them confirming they have my new number. I have received 0 calls nor has my husband. I can get phone records printed for this problem. According to ****, this is a civil suit and i may proceed. The response stated there were NO ITEMS in the vehicle when the email thread states there were. Where are our things? This company is now false  stating they dont have our items after stating there were items in the email and over the phone. It is now January 17, 2025. The car was repossessed December 19, 2024. December 29, 2024. We called and the manager stated that they would get our items returned.

  Customer Answer

  Date: 01/19/2025

  Hello I received a call and voicemail from the police department where the theft case was filed. This is proof that they came and towed the vehicle with our personal items out of the driveway. As you can hear in the voicemail, they also found the towing company. The tow company left no documentation on our property of where this vehicle would be so that we may clean it out of personal items, as stated by Easirent you all cant roll items, and the town company said by law they have to return items.  Where are our things? 
  
  please watch below the screen recording attached with voicemail. Weve got all we need now for this lawsuit. This company said nothing was in the car, it was plenty in the car including medical prescriptions for my sickly mother and a dialysis equipment, as well as my work computer (owned by the state of *********) , and $2500 worth of designer shoes and purses.
  
  I ask that you all find my things and send them back to my mothers address, for this is now as our attorney stated, lost of wages, distress, medical bills shes paying out of pocket because of dialysis equipment in vehicle, and theft of a $1000 laptop. Totaling more than the car itself or damages. Return the personal items to the location you stole them. 
  **************************
  *********************
  Easirent claimed that there was nothing in the car, but the camera footage indicates otherwise. Where are our belongings? This is my final message for the time being; please be aware that I will be pursuing legal action and expect a prompt resolution.
  This has become a stressing issue and I now have too many parties involved, and motive for the next step. 
  

  Customer Answer

  Date: 01/19/2025

  Hello I received a call and voicemail from the police department where the theft case was filed. This is proof that they came and towed the vehicle with our personal items out of the driveway. As you can hear in the voicemail, they also found the towing company. The tow company left no documentation on our property of where this vehicle would be so that we may clean it out of personal items, as stated by Easirent you all cant roll items, and the town company said by law they have to return items.  Where are our things? 
  
  please watch below the screen recording attached with voicemail. Weve got all we need now for this lawsuit. This company said nothing was in the car, it was plenty in the car including medical prescriptions for my sickly mother and a dialysis equipment, as well as my work computer (owned by the state of *********) , and $2500 worth of designer shoes and purses.
  
  I ask that you all find my things and send them back to my mothers address, for this is now as our attorney stated, lost of wages, distress, medical bills shes paying out of pocket because of dialysis equipment in vehicle, and theft of a $1000 laptop. Totaling more than the car itself or damages. Return the personal items to the location you stole them. 
  **************************
  *********************
  Easirent claimed that there was nothing in the car, but the camera footage indicates otherwise. Where are our belongings? This is my final message for the time being; please be aware that I will be pursuing legal action and expect a prompt resolution.
  This has become a stressing issue and I now have too many parties involved, and motive for the next step. 
  

  Business Response

  Date: 02/02/2025

  HOU-******* Davis    BBB ******** Response
  
  Thank you for contacting Easirent.
  I have investigated your complaint and found the following. Ms. ***** ***** rented the vehicle on 11/25/24 and due to return on 12/01/2024. Ms. ***** did not return the vehicle per her return date listed on the Rental Agreement. The ******* location tried to contact Ms. ***** numerous times to return the vehicle. Ms. ***** never responded. Easirent had to hire Collateral Consultants to find and repossess the vehicle.  They found the vehicle in *********. The cost for this service was $1,325.00.  The vehicle was brought back to our ******* location on 12/31/2024. Per the manager of the location, nothing was found in the vehicle. Per Ms. ***** signed Rental Agreement paragraph 6. Easirent is not responsible for items left in the vehicle. 
  
  Also, when the vehicle was repossessed damage was found on the vehicle. Per Ms. ***** signed Rental Agreement paragraph 3. Ms. ***** is fully responsible for the full cost of repair and will be contacted by the Easirent claims company to pay for the extra days she kept the vehicle, the cost of the repossession and the damage to the vehicle.
  
  Kind Regards,
  Customer Service
  Attachment: *********** Davis    Rental Agreement

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22731438
  
  I am rejecting this response because:
  Company stated return of our personal items, despite agreement. 

  Company took responsibility for our things despite miscommunication.

  Please take note that this is no longer an obligation of mine but now between EasiRent and our retained attorney. 
  

  We shall continue to decline response for company did not uphold their legal and documented promise.
  

  Please forward communications to designated representative on behalf of:

  ER Travel, LLC
  Easirent Car Rental
  Business Management:
  Mr. ******* *******, Manager
  Mr. **** ******, Manager
  Miss ****** *******, Operations Manager

   

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

  Business Response

  Date: 02/11/2025

  HOU-******* Davis    BBB ******** Response
  
  Thank you for contacting Easirent.
  I have investigated your complaint and found the following. Ms. ***** ***** rented the vehicle on 11/25/24 and due to return on 12/01/2024. Ms. ***** did not return the vehicle per her return date listed on the Rental Agreement. The ******* location tried to contact Ms. ***** numerous times to return the vehicle. Ms. ***** never responded. Easirent had to hire Collateral Consultants to find and repossess the vehicle.  They found the vehicle in *********. The cost for this service was $1,325.00.  The vehicle was brought back to our ******* location on 12/31/2024. Per the manager of the location, nothing was found in the vehicle. Per Ms. ***** signed Rental Agreement paragraph 6. Easirent is not responsible for items left in the vehicle. 
  
  Also, when the vehicle was repossessed damage was found on the vehicle. Per Ms. ***** signed Rental Agreement paragraph 3. Ms. ***** is fully responsible for the full cost of repair and will be contacted by the Easirent claims company to pay for the extra days she kept the vehicle, the cost of the repossession and the damage to the vehicle.
  
  Kind Regards,
  Customer Service
  Attachment: *********** Davis    Rental Agreement

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22731438
  
  I am rejecting this response because:
  Open Legal Case
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:12/24/2024

  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.

  We pre-booked and paid for car rental online on 10/19/24 in the amount of $380.20 for Thanksgiving in ****** 11/28-12/4. We were shuttled to the car rentals and told the easi rent shuttle would be there in about 20 mins. About an hour later the shuttle came around, rolled down window and informed us along with another group they were out of cars and would not take us to the the building. I asked if they could give us a ride to our families thanksgiving and he said no. We were able to get a ride with an uber driver siting in the parking lot. We called and were told we would be refunded. There was no email received so I called again on 11/29. He did send email stating the refund was requested. I have since called 5 times and have been told the request was released and I would receive within 5-7 days! Still nothing!!!!

  Business Response

  Date: 01/06/2025

  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 **************** on 1/6/2025 for the RESERVATION in the amount of $380.20. 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 ****************************

• Initial Complaint

  Date:12/23/2024

  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.

  An insurance coverage charges of $69.25 was unlawfully imposed on me during my recent rental experience on Dec 23 at 8am(confirmation # *********). Despite my clear and repeated efforts to decline the insuranceespecially since I already have full coverage through both my personal car insurance and my premium credit cardI was forced to accept the charge in order to proceed with the ************************* the time, I was in a hurry and could not afford further delays. However, this practice is unacceptable, as it constitutes coercion and violates consumer rights. To further highlight the issue, the customer before me was also disputing a similarly forced charge of $550 for insurance, creating a pattern of concern about your company's practices.

  Business Response

  Date: 01/06/2025

  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 six places accepting our Terms and Conditions and the optional Collision Damage Waiver. (see attached rental agreement RA LAS-******* *****)
  
  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. We hope that you will give us the opportunity to serve you again soon.
  
  King ****************************

• Initial Complaint

  Date:12/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We rented a 7-seater SUV and pre-paid for our Christmas vacation. We picked up on time. They only had a 5-seater SUV available. We had 5 people, 2 dogs and our luggage. We waited 2-hours for another 7-seater to come in. We were forced to rent the 5-seater which did not accommodate us. We can not get anyone to return our calls as to the difference for what we paid and what we received.

  Business Response

  Date: 01/02/2025

  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.

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

  
  Kind Regards,
  Customer Service
  
  

  
  

  Customer Answer

  Date: 01/13/2025

   
  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:12/21/2024

  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.

  We flew to ***************, *** on Friday Dec. 6 2024. Easirent was arranged for us by our airline, *****. We should have seen the sign when the two people in front of us walked away without signing a deal.These folks are high pressure salesmen. We've never experienced a car rental transaction such as this. Demanding physical proof of insurance or else you get hit with a surcharge. Displaying your return flight info or else a surcharge. Tremendous high pressure regarding the Fla toll system, which we ended up paying $75 for. Hint - YOU DO NOT NEED THIS.We signed up to pick up our vehicle for 8:30 PM, adjusting for any flight delays. We were about 20 minutes early, they claimed our vehicle will not be ready until 8:30 BUT they offered to charge us an extra $10 per day if we agree to rent the ONLY vehicle ready, which happened to be a high end 2025 model. After returning we also noticed an unexpected fee from ET car hire, dated before we even left to fly down. Don't know what that was for.Highly recommended to avoid. We will go out of our way to avoid dealing with Easirent in the future, and everybody else should also.

  Business Response

  Date: 12/24/2024

  PBI-******* ********** BBB22717836 RESPONSE
  
  Thank you for your email. Please accept our apology for the delay in responding to your inquiry.
  
  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.
  
   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.  
  
  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.  All our vehicle license plates are registered under the Sunpass toll program. Personal Sunpass Transponders cannot be used on our fleet. Most renters CHOOSE to purchase the Toll Pass Option to save them time and to avoid being charged Fees. Per your signed it states: When you accept the toll package you will be covered for the cost of all unmanned tolls and drive through automated express toll lanes. When you decline the Toll program you agree not to drive through automated express toll lanes. Any manned or unmanned toll that you violate during the rental period will result in a $25.00 admin fee plus the toll.  Toll violations max admin fee $25.00 per day. We have reviewed your inquiry and a decision has been made that the agreement was initial and signed accepting this charge, therefore no refund can be made on this occasion
  Because we value our renters, please accept 10% off your next online booking. To claim, go to **************************** using the discount code [CSFR1755]. Valid for 12 months. We look forward to seeing you soon.
  

• Initial Complaint

  Date:12/21/2024

  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 rented a vehicle from this company. The vehicle was involved in a minor accident during rental. The at fault driver claimed responsibility and their insurance company, ***** paid the claim. The rental company is trying to charge me for the remaining balance of $341. I contacted Geico and they paid the claim and state that the remaining balance is due to the rental company's outrageous labor costs of $1000/hour which Geico will not pay. The did a cost adjustment for the labor and settled the claim but the rental company wants me to incur that cost. I refuse to pay for price gouging especially when the accident was not my fault and the other parties insurance paid the claim.

  Business Response

  Date: 01/02/2025

  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

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

  All Easirent claims are sent to a 3rd party claims company.  Please include information from them.

  
  Kind Regards,
  Customer Service
  
  

  
  

• Initial Complaint

  Date:12/20/2024

  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.

  6 months after the rental, without any notice, they charged me &***** for a parking citation. They offered no proof that I was responsible for it, and showed no concern about it. I spent over an hour of my own time proving that I was not responsible for the citation. This required numerous calls to the company. More than once, we would get disconnected (their end, not mine) and I'd have to wait in line again to get a rep. ** December 6th they acknowledged that I was wrongly charged and would issue a refund. I was told to expect it within 5 business days. As of December 20th I do not have a refund and I cannot get a straight answer from them

  Business Response

  Date: 01/02/2025

  Thank you for your email. Please accept our apology for the delay in responding to your inquiry.
  
  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.
   A refund has been processed by our **************** on 12/30/2024 for the CITATION in the amount of $86.00. 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 ****************************

• Initial Complaint

  Date:12/17/2024

  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 booked a car rental with Easirent via Priceline 5/4/24 for $157.09. The payment was made in full to Priceline at that time. Easirent put a charge of $134.55 on my card on 10/18. This charge is fraudulent; all fees for the car rental were complete in May. The car was returned with no damage and a full tank of gas in May. There is no reason for the additional charge. Easirent is claiming the $134.55 is related to the May rental which is false. Easirent was paid in full by ********* in May. I would like this charge removed and the business reported for fraudulent charges.

  Business Response

  Date: 12/17/2024

   

  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

  Business Response

  Date: 12/17/2024

   

  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:12/16/2024

  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 November 15th 2024 I booked a car rental at (Easirent) *************** through the website for 270.99$ . when I got to the location to get my rental they asked me for a 500$ deposit. I tried paying it, but their credit card machine did not take my card payment at the location but they made sure they did take my booking amount. I cancelled at the the time of arrival to the *************** Easirent location due to the fact that they couldn't take my credit card deposit. **** ***** put in a cancellation request that same moment, told me I would receive my refund 5-7 business days. after a week of waiting I contacted Easirent to see what was going on with my refund and ever since then they've been giving me the run around! ive been calling them for the past month and a day. every time I call to speak to ****** the supervisor for the refund and customer support they always hang up on me or tell me to back tomorrow I'm tired of calling everyday trying to get my refund! if y'all can please help me I don't know what to do in this situation. thanks

  Business Response

  Date: 12/17/2024

  Thank you for your email. Please accept our apology for the delay in responding to your inquiry.
  
  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.
   A refund has been processed by our **************** for the reservation in the amount of $270.95. (see attached proof of refund)

  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, go to **************************** using the discount code [CSFR1755]. Valid for 12 months. We look forward to seeing you soon.
  
  Kind Regards,
  Customer Service