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:12/12/2024

  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 rented a vehicle with Easirent on Dec 3rd. I turned the vehicle in by Dec 7th, I never received my deposit back even though I was told it was released which the guy completely lied. Ive been tracking my account just to make sure because I dont trust rental companies and sure enough after the 5th day still nothing. I called customer service and they of course lied saying it was released the day I turned it in. Everything was recorded and I have screenshots as well. I bank with **** so when they finish processing all my debits and credits it will showcase not only me getting the money back but the actual date as well. In the screenshot youll see nothing was ever released on the 7th. I can provide more info if needed. Also when I asked for proof that it was released they said they could not send me anything pertaining to that. I have my audio recording of the phone call if needed.

  Customer Answer

  Date: 12/12/2024

  My call recording 

  Business Response

  Date: 12/17/2024

  Thank you for contacting Easirent.

  After reviewing your Rental Agreement, the amount of $250.00 was authorized for security deposit as a pending transaction. When you returned your rental car on 12/7/2024 at 2:53 pm the security deposit was released. (See attached proof from our bank)You will not receive a refund because we never charged you for the deposit; it was only a hold. If you have other questions related to the deposit hold you would need to contact your bank. 

  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.
  

  Sincerely,
  Customer Service 

• Initial Complaint

  Date:12/12/2024

  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.

  My car rental was from 11/19/24-11/25/24 from the Easirent office in ************, *******. The first car they tried to give me smelled like weed and had a low tire warning light. They switched me to another vehicle that smelled better but had very little fuel. I was exhausted from nearly 24 hours of flying, so took a picture of the fuel gauge (thankfully) and left. That car ended up feeling like it was going to shake to pieces at highway speeds. The following morning, I returned it and they gave me the smelly car again, but the low tire light was off now. Fast forward 2 days and Im now stranded at the ****** with a flat tire. Lucky for me, I purchased the Tire and Glass Pack. I changed out the tire and headed back to get yet another vehicle. This 3rd vehicle also had a low tire light, for which they directed me to the back of the building to have the cleaning crew add air. Fortunately, it held the air until I was ready to fly home. At check in, I asked about their hours and was told to drop off the key at the hotel next door since my flight was leaving before they opened. I asked how I would get to the airport. The agent said that the hotel has a shuttle. The hotel does NOT have (and per the hotel staff has never had) a shuttle. I had to pay $** to get an **** to the airport. It is impossible to contact the local office by phone. I sat on hold for 45 minutes only to be dropped when I was #2 in line. I tried another day, and it said I was caller #** and to call back at another time. I could not get ahold of them to tell them about a blown tire and damaged rim that happened the night before I had to return the vehicle. They were not open when i returned it at 0500 AM on 11/25/24 so i could catch my flight. I found out today that they filed a claim with my insurance company despite the fact that I purchased the Tire and Glass Pack and additional rental insurance. They need to be investigated for insurance fraud.

  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

  Customer Answer

  Date: 12/17/2024

  Ive attached the rental agreement.

  Customer Answer

  Date: 12/27/2024

   
  Complaint: 22676584
  
  I am rejecting this response because: I have attached (twice now) the Easirent contract with all of the information they requested in their response. 
  

  Location: ************, **

  Contract number: 3787004

  Name: ****** *****

  Rental Dates: ***** Nov 2024
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 01/07/2025

   

  Damage claims are not handled by Easirent we use a 3rd party company called ***************************** (ACM).  I have contacted them to research this claim and get back with me.  As soon as I receive the information requested, I will respond to this complaint.
  

   

  Kind Regards,
  Customer Service

• Initial Complaint

  Date:12/11/2024

  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 12/01/24, I rented a vehicle from ER Travel, LLC dba Easirent. The rental term was for 6 days to cover the amount of time my personal vehicle was in the shop. The 2nd day of the rental, I got back into the car after shopping to find it wouldn't start. I had the battery jumped and drove home. The next morning, I got into the car to go to work to find that it again wouldn't start. After a couple more jump starts, we figured out that the battery would not hold a charge. The morning of that 3rd day of the contract, I contacted the number listed under "breakdowns/malfunctions" on the rental agreement in order to have the vehicle swapped out. They told me that I would have to speak to the branch directly. The branch doesn't answer & has no voicemail. I called the customer service number several more times, waited 30 min on average to speak to an agent. Each time I explained my situation, was placed on another hold, & the call would disconnect. I continued trying to reach someone at the local branch for 2 more days. When they finally answered the phone, I explained that the vehicle was at my home & simply wouldn't start. I asked that they come pick up the vehicle & bring me one in working order. They were very argumentative & kept interrupting me, telling me I needed to listen to them. They continually insinuated that I had done something to the vehicle and told me I needed to call yet ANOTHER number. I explained that it had taken me THREE DAYS to get them to answer the ********* wasn't calling anyone else. It is now 12/7/24, the car is still in my driveway and they are refusing to have it picked up. The car was only functional for the first day and a half of the rental agreement. I have no idea what their intentions are, because every number I call tells me to call somebody ******* this point, I want them to remove their vehicle from my ************ believe I am entitled to a full or partial refund.

  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.  We do not show the Rental Agreement number you listed or a renter name as ** ***

   

  
  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:12/09/2024

  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 made and online reservation for a vehicle on November 16, 2024 with Easirent in ************************ which I paid using Klarna. After waiting almost 45 minutes one of the employees advised that there were no vehicles available to rent because they were not cleaned or they needed maintenance. He proceeded to explain that they reservation would be cancelled and that he had already put a request for the funds to be credited back to account. I allowed a week to pass by before calling and inquiring again about the credit for the rental since it had not posted to the original for of payment. I called again on December 3rd and spoke to someone at the counter as referred by someone in customer service which he then said that the had escalated to upper management to credit account and that I needed to speak to customer service so they would release the funds. I called them on December 4th and was advised by customer service that funds were released by management. Today I spoke with Klarna which has no record of Easirent initiating a credit. I'm attaching prrof that the reservation was cancelled. However it does not estate the reason why it was cancelled.

  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 while renting with us.
  
  A refund has been processed in **************** for your prepaid reservation in the amount of $208.71. (attachment credit card refund transaction) 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 ****************************

• Initial Complaint

  Date:12/04/2024

  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 rented a car and prepaid for the reservation and was provided with specific instructions on how to move forward when needing another rental. I took those steps and the company refused to honor the credit even when i supplied them with the email from their company.

  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:11/27/2024

  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 booked an Easirent on 26th October, 2024 under the reservation US26102434939 from **********************************. I had prepaid the total amount of $84.05 from my credit card. Upon going there to pickup car, I was advised to cancel the reservation since they ran out of cars. I was told that the whole amount will be refunded back to my credit card since Easirent could not give service to me. I cancelled the reservation at the pick up centre over call with customer care and was told by ********************** customer care that full money will be refunded back in my credit card within 10 days.I am writing this complaint on 27th November, 2025. It has been more than a month of waiting but the money is NOT refunded yet.Over the last month, I have called customer care multiple times. Every single time I have to wait for 30 minutes at least on the line to be able to speak with their agent. Every single time, the Easirent employees at customer care tell that they accept its a refund case but they do not have access to check refund status and its their manager (****) who can do refund. Every day they show their helplessness and put it on this manager who is holding on my money since a month without refunding it. They never let me talk to this so called manager, never share her email nor number and always tell she is busy in meeting. I have also emailed to them at **************************************** but no reply.This is total business malpractice causing mental agony and basically hoarding of my hard earned money.I request BBB to take strict action against this thug of a company and ensure my refund is given back to me ASAP. Please help me on this, I deeply regret the ********** I booked easirent, never knew this company will hoard my money and cause me such frustration.Seeking help from BBB.Regards,*****

  Business Response

  Date: 12/02/2024

  RA:DFW-3804310 BBB ID:22614892

  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. 

  Your refund was processed on 11/28/2024 for $84.05. (see attached screen shot) 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

• Initial Complaint

  Date:11/26/2024

  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.

  I made a reservation for rental car at Easirent **********************************************************************************************************. My Reservation was booked online for a total of 8 days. I paid $217.00. I was informed by the rental company that due to my booking being done through a third party, I only paid for the car. What exactly does this mean?This is what that means- I made a $500 deposit instead of $250 due to the fact that I am a Floridan driver and not an out of state visitor. At the time of the booking never was it stated that I had to be a visitor to be able to get better deals. But me not being a visitor meant my miles are capped at 150 per day and I would be charged an additional $20 per day for unlimited if not, my used additional miles should be $0.99 (this is what the employee told me) however in the email confirmation I received stated it should be $0.15-$0.50 per mile.I was also informed that I would. It be able to use my own SUNPASS as I have many other times with other companies. I would have to pay an additional $14.00 per day for that to be added on. I ended up paying for the unlimited tolls which totaled $121.00 plus the $500.00 deposit. This company bears many discrepancies none of which adheres to the polices sent via email confirmations. Many of their reviews posted on ****** state that many other customers are encountering the same issues as an I.

  Business Response

  Date: 12/02/2024

  
  
  Thank you for your query.
  We appreciate you taking the time to advise us of the incident that occurred at one of our locations. Your feedback is important to us.  All of our Terms and Conditions of rental can be found one our website.  Please see below the Local Renter restrictions, All information can be found on our website ****************************************************************
  Frequently Asked Questions (FAQs)
  Do I get Unlimited Mileage?
  We offer unlimited mileage to our rentals. (For Local Renters restrictions, please review our Rental Terms at ****************************************************************/).
  What is a Local Renter?
  A renter with a drivers license issued in the same state as the ********************** pick up location. The renter also cannot demonstrate that they have flown into an airport near the location where they wish to rent, and that they have a return flight.
  Webside Invormation
  Easirent USA Rental Terms and Conditions
  The below Rental Terms and conditions apply ONLY for Bookings made through our website (************************************).  Please read these terms carefully. By accessing and/or using the Site, you fully and unconditionally accept and agree to be bound by these terms. For bookings that are made with Easirent through other websites, please refer to their advertised terms and conditions of the Rental Voucher.
  Drivers Requirements
  The minimum age to rent a vehicle is 21 years old.  The renter or additional driver must have a valid drivers license for one year. Renters and additional drivers under the age of 25 are subject to a surcharge fee and only can rent economy to full-size car cars. For certain specialty and larger-sized vehicles, the minimum age of 25 years of age applies.
  Drivers License
  The primary piece of identification required to rent a vehicle with Easirent is a valid drivers license. For International customers or using a non-US driver license must provide a secondary form of ID as a valid Passport, Government-issued ID card or International License.
  Points endorsements: Minor offenses such us speeding/traffic signals are acceptable up to a maximum of 6 points. If you have any bans or convictions in the last 5 years please call us before making a reservation.
  Rental Coverages
  Optional coverage is not required to rent a vehicle; however, proof of a current automobile comprehensive, collision and liability insurance policy in the renters name covering injury to third persons or property is required.Optional coverage is available at the rental counter.
  If proof of full coverage cannot be produced at the counter, the renter will be required to buy the appropriate coverage from Easirent. If proof of the renters coverage can be provided within 24 hours of pickup, any unused insurance days will be refunded to the renters card. Verification of pre-existing coverage must be conducted at the branch of pickup.
  Methods of Payment
  We accept as methods of payment most credit and debit cards like ***** **********, ********,and ****************. Please note the primary renter must be the cardholder and have to present a valid card at the counter. Easirent branches do not accept cash, checks, prepaid cards or gift cards as methods of payment.
  Deposits
  A standard $250 deposit is required on a major credit card for any Domestic Renter.
  Local Renters using a credit card are subject to up to a $500* deposit.
  International renters with a round trip ticket will have a deposit up to $250*.
  The renter must present a valid debit or credit card and the expiration date must be after the rental due date. The cardholder must be registered as the primary driver on the rental agreement. Debit or Credit Cards are not-transferable. The deposit is refundable or released after the end of the rental agreement. (See Debit Card Use section below).
  *Subject to the pick-up location and insurance for the rental.
  Debit Card Use
  Domestic and International Renters: Using a debit card to pay deposit, a Domestic or International Renter must provide verification of return confirmation airline ticket, and an additional ID presented at the rental counter at time of pick up.
  Locals Renters: All Local renters are subject to verification of proof of a current automobile comprehensive, collision and liability insurance policy in the renters name covering injury to third persons or property is required from a primary insurance company. A current utility statement in the renters name and the same address as on the Drivers License, for example gas, electric, cable, etc.must be presented for address verification.
  Local Renters Requirements
  All Local Renters or any renter without a round trip confirmation airline ticket will be required to show: Proof of a current automobile comprehensive insurance,collision and liability insurance policy in the renters name covering injury to third persons or property. In addition, local renters may be asked for a recent (within 3 months of the rental pickup) cell phone bill or other official utility bill matching their respective drivers license address.
  Renters ************************* on official government business, on military leave, or with an approved CID number are exempt from the local renter policy. Failure to show an acceptable policy will result in the rental being declined.
  Local Renter Vehicle Exclusions: Local Renters are limited to renting the following car classes sizes Compact (BA), Intermediate (CA), Full size (DA), Intermediate SUV (DAE),Minivan (MZA) and Van (MX).
  Mileage Cap
  Local Renters are subject to a mileage cap of 150 miles per day for all locations. More mileages are available for purchase.
  $10 a day extra 50 miles a day
  $15 a day extra 100 miles a day
  $25 a day unlimited miles
  Please be advised overage miles for the rental period will be charged at .49 per mile.
  Kind Regards,

  Business Response

  Date: 12/02/2024

  Thank you for your query.
  We appreciate you taking the time to advise us of the incident that occurred at one of our locations. Your feedback is important to us.  All of our Terms and Conditions of rental can be found one our website.  Please see below the Local Renter restrictions, All information can be found on our website ****************************************************************
  Frequently Asked Questions (FAQs)
  Do I get Unlimited Mileage?
  We offer unlimited mileage to our rentals. (For Local Renters restrictions, please review our Rental Terms at ****************************************************************/).
  What is a Local Renter?
  A renter with a drivers license issued in the same state as the ********************** pick up location. The renter also cannot demonstrate that they have flown into an airport near the location where they wish to rent, and that they have a return flight.
  Webside Invormation
  Easirent USA Rental Terms and Conditions
  The below Rental Terms and conditions apply ONLY for Bookings made through our website (************************************).  Please read these terms carefully. By accessing and/or using the Site, you fully and unconditionally accept and agree to be bound by these terms. For bookings that are made with Easirent through other websites, please refer to their advertised terms and conditions of the Rental Voucher.
  Drivers Requirements
  The minimum age to rent a vehicle is 21 years old.  The renter or additional driver must have a valid drivers license for one year. Renters and additional drivers under the age of 25 are subject to a surcharge fee and only can rent economy to full-size car cars. For certain specialty and larger-sized vehicles, the minimum age of 25 years of age applies.
  Drivers License
  The primary piece of identification required to rent a vehicle with Easirent is a valid drivers license. For International customers or using a non-US driver license must provide a secondary form of ID as a valid Passport, Government-issued ID card or International License.
  Points endorsements: Minor offenses such us speeding/traffic signals are acceptable up to a maximum of 6 points. If you have any bans or convictions in the last 5 years please call us before making a reservation.
  Rental Coverages
  Optional coverage is not required to rent a vehicle; however, proof of a current automobile comprehensive, collision and liability insurance policy in the renters name covering injury to third persons or property is required. Optional coverage is available at the rental counter.
  If proof of full coverage cannot be produced at the counter, the renter will be required to buy the appropriate coverage from Easirent. If proof of the renters coverage can be provided within 24 hours of pickup, any unused insurance days will be refunded to the renters card. Verification of pre-existing coverage must be conducted at the branch of pickup.
  Methods of Payment
  We accept as methods of payment most credit and debit cards like ***** **********, ********, and ****************. Please note the primary renter must be the cardholder and have to present a valid card at the counter. Easirent branches do not accept cash, checks, prepaid cards or gift cards as methods of payment.
  Deposits
  A standard $250 deposit is required on a major credit card for any Domestic Renter.
  Local Renters using a credit card are subject to up to a $500* deposit.
  International renters with a round trip ticket will have a deposit up to $250*.
  The renter must present a valid debit or credit card and the expiration date must be after the rental due date. The cardholder must be registered as the primary driver on the rental agreement. Debit or Credit Cards are not-transferable. The deposit is refundable or released after the end of the rental agreement. (See Debit Card Use section below).
  *Subject to the pick-up location and insurance for the rental.
  Debit Card Use
  Domestic and International Renters: Using a debit card to pay deposit, a Domestic or International Renter must provide verification of return confirmation airline ticket, and an additional ID presented at the rental counter at time of pick up.
  Locals Renters: All Local renters are subject to verification of proof of a current automobile comprehensive, collision and liability insurance policy in the renters name covering injury to third persons or property is required from a primary insurance company. A current utility statement in the renters name and the same address as on the Drivers License, for example gas, electric, cable, etc. must be presented for address verification.
  Local Renters Requirements
  All Local Renters or any renter without a round trip confirmation airline ticket will be required to show: Proof of a current automobile comprehensive insurance, collision and liability insurance policy in the renters name covering injury to third persons or property. In addition, local renters may be asked for a recent (within 3 months of the rental pickup) cell phone bill or other official utility bill matching their respective drivers license address.
  Renters ************************* on official government business, on military leave, or with an approved CID number are exempt from the local renter policy. Failure to show an acceptable policy will result in the rental being declined.
  Local Renter Vehicle Exclusions: Local Renters are limited to renting the following car classes sizes Compact (BA), Intermediate (CA), Full size (DA), Intermediate SUV (DAE), Minivan (MZA) and Van (MX).
  Mileage Cap
  Local Renters are subject to a mileage cap of 150 miles per day for all locations. More mileages are available for purchase.
  $10 a day extra 50 miles a day
  $15 a day extra 100 miles a day
  $25 a day unlimited miles
  Please be advised overage miles for the rental period will be charged at .49 per mile.
  Kind Regards,
  The consumer provided the following when submitting the Complaint to BBB
   IMG_2185.jpeg
  View Communication History for this Complaint
  What is the next step?
  Your message in regards to the complaint has been forwarded to the consumer for review
  There is no action for you to take at this time. We will contact you when we next require your input.
  
  Have MORE INFORMATION you wish to send BBB about this Complaint?
  (This will allow you to send a message directly to BBB with questions, updates, or concerns about the complaint.)
  Click here.

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22607485
  
  I am rejecting this response because:

  Easirents response does not answer questions/inquiries regarding the usage of personal Sunpass which is why this complaint was filed. Also it states that the company charges $0.49 per mile for extra mileage but at the office their employee informed us that they charge $0.99 per mile.
  Again, there are discrepancies in policy and it appears that different locations have their own policies. 
  
  Sincerely,
  
  ********* ****

  Business Response

  Date: 12/12/2024

  Dear Valued Renter,
  We take our renters concerns 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 that was sent previously is the final decision from the Easirent ***************** No other offers will be applied to your rental. We consider this complaint now closed.
  
  Kind ****************************

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22607485
  
  I am rejecting this response because: 

  This business continues to claim they have solved the problem but they havent. Even after my compliant with Easirents policies, there were other customers with yet the same problem! Where is the customer satisfaction??  Where is the customer care? This company is out for our money and they dont care how they get it!! 
  Even listed on this website BBB has more than 10 complaints about the same issues as me! 
  I refuse to accept the policies this car rental upholds!! This company has no ethics and stands for nothing but scams & ripoffs!!

  
  Frustrated customer,  
  ********* ****

• Initial Complaint

  Date:11/26/2024

  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.

  I rented a car through them and was under the impression they were at the **************. Upon arrival realized they were off site, but had a shuttle that they said runs every 20 minutes. I waited 30 min, still no shuttle. I called and they picked up, didnt even say anything and put me on hold for 18 minutes. So I called back and they answered this time and said the shuttle would be there in 5 minutes. By the time the shuttle got there it had been an hour of waiting when the shuttle was supposed to run every 20 minutes! The shuttle itself was rickety and the driver was not dressed professionally at all. She then was driving 90mph and swerving in and out of lanes. When we finally got to the establishment, the neighborhood was super sketchy and the building was very run down. Upon checking in the lady at the counter said she was going to bring the car around. That took another 15 minutes. She pulled up with a brand new car, which is fine, but it was not ready at all as there was still plastic and stickers all over it and the gas was on empty! So after traveling and then waiting an hour for the shuttle and the rough drive, now I also had to stop for gas right away! Very unprofessional. Ive never had an experience quite like this and cannot believe any business operates this way. Additionally, I may have accidentally gone through a toll or two even though I made sure to take routes to avoid them, but navigating a place Id never been using GPS I may have accidentally gone through a couple. I have reached out to the toll companies multiple times with the license plate and car info trying to take care of my tolls and be proactive so I dont get charged the ridiculous fees when the tolls are only $1-$2, but I keep getting told they have no record of it so now Im worried Im going to get hit with these extra charges when I have been trying to take care of it.

  Business Response

  Date: 12/02/2024

  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 Answer

  Date: 12/02/2024

   
  Complaint: 22607036
  
  The info you requested -

  confirmation number US71124579986BH

  rental agreement number 3818713

  my name is the renter

  picked up in ******, **

  11.9.24-11.13.24

   

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

  Business Response

  Date: 12/06/2024

  Thank you for the information you provided.  We appreciate you taking the time to advise us of the incident that occurred at the ****** locations. I am currently researching the issue and I am reaching out to the toll company to see if you passed through the tolls without purchasing our toll pass.  I will get back with you as soon as I have completed my investigation.

  Kind Regards,

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

  Customer Service Manager

• Initial Complaint

  Date:11/25/2024

  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 reserved a car rental for 11/23/2024, when I went to pick up the car I was told that the unlimited milage that came with the reservation was for out-of-town travelers, not local rentals. That information was not stated on the website. I had to cancel the reservation for a car that I needed badly for a week. Please pass the word that the advertising is not accrate and it will cause disruptions of any plans made with this rental in mind.

  Business Response

  Date: 12/02/2024

  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.  All of our Terms and Conditions of rental can be found one our website.  Please see below the Local Renter restrictions that you stated were not available to you.
  Frequently Asked Questions (FAQs)
  Do I get Unlimited Mileage?
  We offer unlimited mileage to our rentals. (For Local Renters restrictions, please review our Rental Terms at *****************************************************************).
  What is a Local Renter?
  A renter with a drivers license issued in the same state as the ********************** pick up location. The renter also cannot demonstrate that they have flown into an airport near the location where they wish to rent, and that they have a return flight.
  Webwide Information
  Easirent USA Rental Terms and Conditions
  The below Rental Terms and conditions apply ONLY for Bookings made through our website (************************************).  Please read these terms carefully. By accessing and/or using the Site, you fully and unconditionally accept and agree to be bound by these terms. For bookings that are made with Easirent through other websites, please refer to their advertised terms and conditions of the Rental Voucher.
  Drivers Requirements
  The minimum age to rent a vehicle is 21 years old.  The renter or additional driver must have a valid drivers license for one year.Renters and additional drivers under the age of 25 are subject to a surcharge fee and only can rent economy to full-size car cars. For certain specialty and larger-sized vehicles, the minimum age of 25 years of age applies.
  Drivers License
  The primary piece of identification required to rent a vehicle with Easirent is a valid drivers license. For International customers or using a non-US driver license must provide a secondary form of ID as a valid Passport, Government-issued ID card or International License.
  Points endorsements: Minor offenses such us speeding/traffic signals are acceptable up to a maximum of 6 points. If you have any bans or convictions in the last 5 years please call us before making a reservation.
  Rental Coverages
  Optional coverage is not required to rent a vehicle; however,proof of a current automobile comprehensive, collision and liability insurance policy in the renters name covering injury to third persons or property is required. Optional coverage is available at the rental counter.
  If proof of full coverage cannot be produced at the counter,the renter will be required to buy the appropriate coverage from Easirent. If proof of the renters coverage can be provided within 24 hours of pickup, any unused insurance days will be refunded to the renters card. Verification of pre-existing coverage must be conducted at the branch of pickup.
  Methods of Payment
  We accept as methods of payment most credit and debit cards like ***** **********, ********, and ****************. Please note the primary renter must be the cardholder and have to present a valid card at the counter.Easirent branches do not accept cash, checks, prepaid cards or gift cards as methods of payment.
  Deposits
  A standard $250 deposit is required on a major credit card for any Domestic Renter.
  Local Renters using a credit card are subject to up to a $500* deposit.
  International renters with a round trip ticket will have a deposit up to $250*.
  The renter must present a valid debit or credit card and the expiration date must be after the rental due date. The cardholder must be registered as the primary driver on the rental agreement. Debit or Credit Cards are not-transferable. The deposit is refundable or released after the end of the rental agreement. (See Debit Card Use section below).
  *Subject to the pick-up location and insurance for the rental.
  Debit Card Use
  Domestic and International Renters: Using a debit card to pay deposit, a Domestic or International Renter must provide verification of return confirmation airline ticket, and an additional ID presented at the rental counter at time of pick up.
  Locals Renters: All Local renters are subject to verification of proof of a current automobile comprehensive, collision and liability insurance policy in the renters name covering injury to third persons or property is required from a primary insurance company. A current utility statement in the renters name and the same address as on the Drivers License, for example gas, electric,cable, etc. must be presented for address verification.
  Local Renters Requirements
  All Local Renters or any renter without a round trip confirmation airline ticket will be required to show: Proof of a current automobile comprehensive insurance, collision and liability insurance policy in the renters name covering injury to third persons or property. In addition,local renters may be asked for a recent (within 3 months of the rental pickup)cell phone bill or other official utility bill matching their respective drivers license address.
  Renters ************************* on official government business, on military leave, or with an approved CID number are exempt from the local renter policy. Failure to show an acceptable policy will result in the rental being declined.
  Local Renter Vehicle Exclusions: Local Renters are limited to renting the following car classes sizes Compact (BA), Intermediate (CA), Full size (DA), Intermediate SUV (DAE), Minivan (MZA) and Van (MX).
  Mileage Cap
  Local Renters are subject to a mileage cap of 150 miles per day for all locations. More mileages are available for purchase.
  $10 a day extra 50 miles a day
  $15 a day extra 100 miles a day
  $25 a day unlimited miles
  Please be advised overage miles for the rental period will be charged at .49 per mile.

• Initial Complaint

  Date:11/24/2024

  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.

  I paid for a midsize SUV from this company, this wasnt available and they gave me a dirty compact suv with expired tags after stating they would see what they had. We had to put air in the tires that were at 20psi right away- just a terrible start from the beginning.We paid for unlimited mileage and an out of state fee in addition to the car we werent provided. 2.5 hours into our drive, we were pulled over by a state trooper who ran the plates after we could not find a registration for the car. Something that is usually provided. He lets us know that the car has expired plates since 6/2024, its November 2024- and just about 6 months expired. We call the 24/7 emergency line for accidents and theyre closed! We speak to customer service the following morning at least 5-6x, being hung up on, with no response from management. After being told by **** that they would return the call, that they had no response from management, etc. We were put on the road in an illegal car with no registration, and no help from Easirent. We were left with no reliable transportation during our trip and spent the entire trip taking turns waiting for an hour each time for some help on the phone. I cannot fathom how they are in service with the complete lack of policy and ordinance to law. My family was at risk in a car that probably hasnt been serviced in the past year.

  Business Response

  Date: 12/02/2024

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

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22599066
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 12/12/2024

  Mr. ******,

  We have received this complaint rough Priceline.  I have sent them back a offer. Because you paid them directly I can not issue a refund on my end. I am awaiting their response.  See email I received from them below. As soon as they accept the offer they will let me know and they will get back with you.

   

  From: ************************ <***************************************************************>
  Sent: Monday, December 9, 2024 10:39 AM
  To: ********* ****** - Easirent <********************************************************************************>
  Subject: Re: FW: US81024169039TT / ****** Trainer / AUS-3780070
  
  This email originated from: *******************************************************
  
  Dear *********,
  Thank you for reaching out. This auto-reply is to confirm receipt of your email and we will do our best to get back to you with a (human) response within 1-3 business days.
  Thank you,
  ************************
  
  

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22599066
  
  I am rejecting this response because:

  We would like to wait for response from Easirent on resolution.
  
  Sincerely,
  
  ***** ******