Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/13/2024

  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.

  On June 29th, 2024, I picked up a rental car from the Easirent car rental office in **************, ****. (Easirent corporate offices are in Ft. **********, *******). During this encounter, I was told I needed to purchase additional insurance for the car despite already having insurance that covers car rentals, a fact which has been confirmed by the insurance company. This made for an additional cost of $187.70. Upon returning the car a few days later and bringing the problem to the attention of the manager at the local shop, I was informed that the employee who had lied to me about insurance had, by that point, been terminated by Easirent. Since then, we have sent multiple emails and made a dozen phone calls to the corporate office, only to have the calls purposefully dropped and emails ignored.

  Business Response

  Date: 08/22/2024

  Hello,

   

  Thank you for contacting Easirent. Please accept our apology for the delay in response to your inquiry. Are you able to please provide proof of coverage to verify that you had coverage that would've covered you during the time of your rental. Once the proof of coverage is provided and verified, the refund will be done in the amount of $187.70. We look forward to hearing back from you and getting this resolved as soon as possible.

   

  Regards,

  Easirent Customer Service

  Customer Answer

  Date: 08/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************************

• Initial Complaint

  Date:07/12/2024

  Type:Customer Service 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.

  I rented a car on 3/26/24 with Easirent that I prepaid through Carrentals.com as my dad was sent to hospice and I needed to drive to Ocala. The next day 3/27 I was surprised that I saw an additional charge in my credit card for $132.78. When I called Easirent, the agent advised it was not a duplicate charge but additional charges for insurance. I explained, when I rented a car, I already added insurance with expedia and did not request additional insurance. I advise this agent, the person who did the contract just requested where to initial or sign without giving me the opportunity to read the mini screen which is about 2 inches or less. I have a total of 3 insurances for a car rental and I did not need a 4th one. The agent said he would send the message to the manager to call me back as she is the only one that can remove the insurance. Since the Manager never returned my call, I went in person on 3/29 to Easirent office and the agent went to the manager which amended the original contract and removed the insurance reflecting a credit for $119.99. Attached is the ammended rental contract. They never issue this credit to my card, and this is my claim today. I tried to contact Easirent to no avail and each time connect to the agent they hang up the call when try to explain the reason of call. I contacted my credit card, and they fail to represent my interest. I just need my credit for my credit card.

  Customer Answer

  Date: 08/14/2024

  They have not contacted me either.

  Business Response

  Date: 11/08/2024

  THIS COMPLAINT HAS BEEN RESOLVED WITH THE CUSTOMER VIA EMAIL

  Customer Answer

  Date: 11/14/2024

   
  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.

  I had to complete this complaint thru *********************** as I previously received an email from BBB that the merchant did not respond and closed the claim. 
  
  Sincerely,
  
  ***** M ****** ******

• Initial Complaint

  Date:07/10/2024

  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 have consistently been promised a refund of $249.83 for a vehicle they could not provide. Its been a month and Ive been constantly lied to with no refund

  Business Response

  Date: 11/08/2024

  Dear Valued Customer,

   

  After further investigation, the refund was completed on 08/31. I have attached a copy of the receipt showing the refund made. Please accept our apology for the delay in response to your inquiry.

   

  Regards,

  Easirent Customer Service

• Initial Complaint

  Date:07/10/2024

  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.

  Over charge and fraudulent charges from Easirent. I was charged for $110.65 for a rental car that I did not receive. I paid in full through The ****** App which included unlimited miles. I was going to upgrade from an SUV to a convertible, the upgrade charge was $110.65 and I was not allowed to see what I was signing for when I signed for the upgrade untill after the transaction was completed and they emailed me a copy. I asked to see what I was signing and was told that I will get a copy emailed to me and that they have no way to show me before completing the transaction. When I got to the convertible, the windows were broken. I went back in and requested that we swap out for the original SUV and requested a refund for the $110.65 for the upgrade. ****** assured me that the refund was processed and it would take 7 to 10 day to process, that was on April 19th 2024. I still have not received a refund after multiple attempts to get my refund including emails and phone calls the corporate office. I have been home in ************* since April 23rd and there was another fraudulent charge on my account from ********************** as of May 5th for $31.63. I called multiple times for a refund and was told to call cooperate offices. When I called the cooperate office I'm unable to get a hold of anyone or the line is disconnected when I ask for a refund. This company has no regard for their customers and will over charge or fraudulently charge your card.

  Business Response

  Date: 11/08/2024

  Dear Valued Customer,

   

  Thank you for contacting Easirent. After further investigation we found that you signed accepting our unlimited mileage option.
  All optional services are discussed at the branch counter before they are added to the booking. As well, a disclosure of costs appears on the keypad
  before to sign to confirm that you agree with any optional service and/or fee. By signing the Rental Agreement, you have contractually agreed to the
  charges and a copy of the rental agreement was emailed to your record. Based on this, we have reviewed your inquiry and after consulting with upper
  management we have been advised that the agreement was initialed and signed accepting this charge and therefore no refund can be made on this
  occasion. If you have any further questions or concerns, please feel free to contact us. Thank you for choosing Easirent.
  

  Sincerely,
  Customer Service

• Initial Complaint

  Date:07/07/2024

  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.

  I rented a car from Easirent when I was visiting ******* on 5/25/24. On the 25th, they deducted the amount of the car lease and placed a $500 security deposit hold on my credit card. The car was damaged during my visit by a hit-and-run driver while I was in the store. I completed a police report, had security check their cameras and reported damage to Easirent as instructed. When I dropped the car off, I spoke to the manager and told him that I would cover the damage. On 6/2/24, Easirent charged $500 to my credit card. In the meantime, I was invoiced and paid the full amount of damage. After waiting on hold for 15, then 25, then 22 previous callers, I managed to get through to a couple of their representatives and they agreed that the manager needs to reverse the charge. The $500 was in a security deposit for damage, not a penalty.

  Business Response

  Date: 11/08/2024

  Dear Valued Customer,

   

  Thank you for contacting Easirent. Please accept our apology for the delay in response to your inquiry. After further investigation, the claim was paid in full and the security deposit of $500 has been refunded. Please see attached receipt showing the refund made.

   

  Regards,

  Easirent Customer Service

  Customer Answer

  Date: 11/15/2024

   
  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.

  I cancelled my old Citicard account.  PLEASE CREDIT TO MY EXISTING Citicard Mastercard #****************************.

  Contact me with any questions.
  
  Sincerely,
  
  ***** Siena

• Initial Complaint

  Date:07/05/2024

  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 a prepaid purchase of $84.78 to rent a vehicle from Easirent on June 21, 2024. I went to pickup the vehicle but unfortunately I was advised they did not accept my Chime credit card which is the same card I used to make the prepaid purchase of $84.78. I was advised by the employee there are no cancellation fees and I will receive a full refund. On June 23, 2024 I spoke with a representative from Easirent customer service that stated my reservation was cancelled for a no show i then went into detail about my visit to the ************************* and what happened. I was told they would look into and after an hour of being on the phone, as a resolution they said i will receive the refund. When the refund was not issued, I called the ************************* and spoke with *******, who advised me the reservation was cancelled but no refund was issued. ******* stated he would put in the request for the refund and advised me to contact Corporate because they are the ones who will have to issue the refund back. I called the corporate number i was given ************. I spent an hour on hold waiting for a resolution only to be hung up on. When i called back i had to wait another 30 mins just to speak with a person and i was hung up on again as soon as someone answered the line and i explained the situation, this happened 3 times. This is the worst experience I have ever had to endure. I have spent countless hours trying to get a refund of $84.78 for a vehicle i was unable to rent due to a policy that is not listed anywhere on their website or in their building. This has been extremely stressful i suffer from anxiety and panic attacks and i have to take my medication every time before contacting Easirent due to the unprofessionalism I have experienced just so I wont be triggered and have another panic attack while attempting to get this refund.

  Business Response

  Date: 11/08/2024

  Dear Valued Customer,

   

  Thank you for contacting Easirent. Please accept our apology for the delay in response to your inquiry. After further investigation, the refund was done on 07/06/2024 for the full amount. Please see attached receipt.

   

  Regards,

  Easirent Customer Service

• Initial Complaint

  Date:07/04/2024

  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.

  First of all!!!! THIS IS A OFFICIAL REQUEST FOR A REFUND OF THE OVER CHARGES, INFORCED BY THIS AGENCY THAT UPCHARGED MY RENTAL CAR WITH ADDITIONAL FEES UNDISCLOSED, UNAUTHORIZED TO USE MY CC, AND UNAPPROVED TRANSACTIONS ADDED WTHOUT MY KNOWLED OR CONSENT FOR PAYMENTS THE INITIAL ISSUE IS THAT I RENTED A CAR ON PRICELINE THAT WAS PRICED FOR THE ENTIRE RENTAL AND WAS SUPPOSED TO BE $288.70 WHICH I AGREED TO THROUGH THE ACCEPTANCE THROUGH THE PRICELINE REPOSITORY/SITE FOR EASIRENT, THIS WAS MY FIRST AND WILL BE MY LAST TIME EVER RENTING WITH THIS AGANCY THEY ARE SCAMMERS AND IN THE BUSINESS OF STEALING CONSUMERS MONEY BY LEVERAGING ADDED CHARGES OUTSIDE THE AGREED AMOUNTS PROVIDED THEY OVER CHARGED ME IN THE RENTAL ALONE FOR THE FOLLOWING AMOUNTS. $117.19 = $405.90 NOT INCLUDING ALL OTHER UPCHARGED FEES THAT WAS NOT DISCLOSED IN ADVANCE AND CHARGED.SECOND THE RENTAL WAS PRICED AT $21.97 per day x 2 = $43.94, energy surpls chrg $6.50 x 2= $13.00, location surchrg $14.35 per day x 2= $28.70, Vehicle License fee $1.99 per day x 2= $3.98, Unlimited Miles $15.00 per day x 2= $30 this is equal to Total refund requested for the car rental = $236.80 plus the Airport/Shuttle Transprtn Concession charge that I DO NO OWE either = $31.83 as well as the unauthorized

  Business Response

  Date: 11/08/2024

  Dear Valued Customer,

   

  Thank you for contacting Easirent. After further investigation we found that you signed accepting our unlimited mileage option.
  All optional services are discussed at the branch counter before they are added to the booking. As well, a disclosure of costs appears on the keypad
  before to sign to confirm that you agree with any optional service and/or fee. By signing the Rental Agreement, you have contractually agreed to the
  charges and a copy of the rental agreement was emailed to your record. Based on this, we have reviewed your inquiry and after consulting with upper
  management we have been advised that the agreement was initialed and signed accepting this charge and therefore no refund can be made on this
  occasion. If you have any further questions or concerns, please feel free to contact us. Thank you for choosing Easirent.
  

  Sincerely,
  Customer Service

• Initial Complaint

  Date:07/03/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/17/24, I rented a car from company. The try to get me to pay for their EPass transponder, telling me my Transponder would not work in their car. This is the 2nd time this company has told me this. Car was unsafe to drive with the steering wheel vibrating on the highway. Returned car without a problem, however, 2nd rental tires were not properly inflated. Tire pressure low indicator came on. When I took it to get air, 3 tires were over the recommended and 1 tire was very low for the recommended amount. I feel they do not have qualified staff to check these cars prior to sending them back out.

  Business Response

  Date: 11/08/2024

  INQUIRY HAS BEEN RESOLVED WITH CUSTOMER VIA EMAIL

  Customer Answer

  Date: 11/14/2024

   
  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:06/28/2024

  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.

  Transaction occurred on: June 13th for the amount of $544.48, June 20th for the amount of $91.59 Rented a car from June 12th through June 18th, 2024. I was never provided with a rental agreement as requested to be sent via email. Company provided me with a rental car that had balding tires and wasnt deemed drivable to be on the road. Company then charged me for tire to replace the one that popped while I was driving with my infant son in the car. Company hasnt shown any remorse nor emphatic during this situation. Owner of the business stated that tires go for weekly inspections however that could be true because serval reviews state that other customers have experienced the same issues with the tires blowing out while driving. This business is very unprofessional. Company wanted to me to submit a Accident Procedure and Requirement form however I wasnt involved in a accident. The car wasnt safe to drive. Company is ultimately making me pay for a repair that shouldve already been handled. Company has minor children cleaning cars, with employees out front smoking weed.

  Business Response

  Date: 11/08/2024

  Dear Valued Customer,

   

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

  Sincerely,
  Easirent Customer Service 

• Initial Complaint

  Date:06/20/2024

  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.

  i was charge for fees that was not show on the website, as well as they rent me a car that had damages and been a car wreck, the left side bumper and fender was hanging and you can see where someone hade try to glue the bumper and fender back, the right passenger side in the car someone had pulled the carpet off the side, the front right side tire was balled there was scratches all over the car on both sides, the windshield wipers the rubber was torn off the blades, the gas lied did not close.

  Business Response

  Date: 09/10/2024

  Hello ******** *******,
  
  
  I am reaching out from Easirent regarding a past rental you had with us. On behalf of Easirent we sincerely apologize for the inconvenience you underwent while renting with us. For Easirent customer satisfaction is our main priority.  I have gone ahead and refunded the amount paid at the counter in the amount of $412.97. I have also attached receipts showing the refunds made. Once again, we sincerely apologize for the inconvenience and hope that you will give us the opportunity to serve you again in the near future.