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:07/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: ************* false advertising - Rental Terms and Conditions are ambiguous while renting online; however, actual Terms are different.For example: While renting online Terms state "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." 1. The actual deposit for local renters is exactly $500, and not the advertised "up to $500". When I spoke to Jolian or ****** at the ***************** she stated there are no circumstances for which the deposit would not be double for local renters. Not a repair/service rental (like mine) or any reason. Since that is the case, "up to $500" is not possible. And the terms should state that during online rental process, when the potential renter still has choices. After picking up the vehicle, making car repair arrangements, and involved help getting to the pick up location, I was essentially "stuck". Knowing in advance, I could have made different arrangements. It is an extreme financial hardship with the double deposit, maintaining car repair funds and not "Easi".2. During online rental *Subject to the pick-up location and insurance for the rental." I used my own full coverage (comprehensive insurance, collision and liability insurance) for my rental. I also have additional protection with the credit card used. The Terms should state exactly, for example, debit card use or no full coverage insurance on the rental, or if the renter is under a certain age, etc - I am not a high risk renter. Easirent should not be able to advertise a $250 deposit, since for local renters it is not possible.3. Easirent advertises "unlimited mileage". However: "Local Renters are subject to a mileage cap of 150 miles per day for all locations. More miles are available for purchase.$25 a day unlimited miles"According to ****** at Corporate, I cannot receive unlimited mileage, without paying extra I am local.

  Business Response

  Date: 07/11/2025

  Hi *****,

  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.

  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 ***** **********, Discover, 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.

  Sincerely,

  
  Customer Service

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23580160
  
  I am rejecting this response because:  The business response does not address my false advertising and ambiguous Terms and Conditions complaint.  I would like a real response to my complaint and the specific examples I provided within my complaint. 

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

  Business Response

  Date: 07/11/2025

  Hi *****,

  We apologize that you are not satisfied with our resolution. We take our rentersconcerns seriously and value your experience with our company.   Conversely, we are standing by our initial response and or resolution. We have already provided you with the most detailed explanation and breakdown of Easirent's terms and conditions. 
  
  The response resolution to this case was sent to you previously and is the final decision from the Easirent ***************** No other resolutions will be applied to your rental. We will not reopen another ticket or inquiries regarding this matter. Thank you for your understanding and we hope you will rent with us again in the future.
  
  Kind Regards,

  
  Customer Service

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23580160
  
  I am rejecting this response because:  They did not address their false advertising with unclear Terms and Conditions.  They merely repeated the same false advertising and ambiguous wording.  It is also very clear from their actions, the company does not care about customer concerns, keeping the customers they acquire, or meeting customer expectations.  
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:07/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  reserved a car for 11 days (June 22-July 3, 2025) at $15.56 per day for pre-tax total of $171.16. When I picked up the car, they told me they would add $133 for potential glass and tires damage. I told them that I did not want to pay the extra fee and that I will be responsible if there's such damage and my insurance doesn't cover it. When I returned the car on 7/3/25, they added $110 for "tire and glass" and fees even though there was no damage or consent by ******** charges for the 11 days jumped from $171.16 to $478.03. Shocked, I asked to speak with the manager and they told me he was not available. I asked for his phone number and they claimed they were not allowed to give out the number. There are numerous complaints about this business on easirent dallas reviews - ****** Search. Some describe the business as a "scam."

  Business Response

  Date: 07/11/2025

  Hi *******,

  Thank you for contacting Easirent. After further investigation we found that you signed accepting our "Tire & Glass Pack".

  All optional services are discussed at the location counter before they are added to the rental. Also, a disclosure of costs appears on the keypad before signing to confirm that you agree with any optional service and/or fee.  By signing the Rental Agreement, you have contractually agreed to the charges and a copy of the rental agreement was emailed to you. We have reviewed your inquiry and after consulting with the corporate office we have been advised that the agreement was initialed and signed accepting all charges.  Therefore,no refunds will be offered. If you have any further questions or concerns,please feel free to contact us. Thank you for choosing Easirent.

  
  Sincerely,

  Customer Service 

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23571626
  
  I am rejecting this response because: I specifically told the front office staff that I would decline paying for glass and tires. I told them

  that in the event of any damage, my auto insurance would cover it and if they don't, I would pay out of pocket. They said I had to sign or 

  I would NOT get the rental. Because I was on a tight schedule and could not go to another rental company, I told them I was signing the

  document under duress and would file a complaint.  In effect I was pressured to sign the document. They add those undisclosed fees and

  make customers sign knowing that the customers would have limited opportunities to go to another rental company. Take a look at the numerous

  Yelp complaints. 

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

  Business Response

  Date: 07/11/2025

  Hi ****,

  We apologies that you are not satisfied with our resolution. We take our rentersconcerns seriously and value your experience with our company.  Conversely,  we stand by our initial decision that all charges were made with the renter's consent and therefore, no refunds or reimbursement may be provided to the renter's account.
  
  The response resolution to this case was sent to you previously and is the final decision from the Easirent ***************** No other resolutions will be applied to your rental. We will not reopen another ticket or inquiries regarding this matter. Thank you for your understanding and we hope you will rent with us again in the future.
  
  Kind Regards,

  
  Customer Service

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23571626
  
  I am rejecting this response because: It's a scam!!
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:07/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  People were waiting over an hour to get their cars and the two employees were taking over 15 minutes to process each customers **********************. I was admittedly impatient as I was walking around in 105 degree weather to get an **** to a different location because Easirent never notified me that their location changed. I asked the employee, who was having a medical problem, why the process was taking so long. She began crying saying she was in pain and couldnt handle the stress of being there. I apologized and said I was not trying to give her a hard time. The manager, thinking I was harassing the employee, began SCREAMING at me, telling me she was going to cancel my reservation. I asked why she wasnt helping the employee who was in pain to process the car rentals. She replied that she was not on the clock. I asked why she was there, which she took as disrespect, telling me that I could stay there and wait, but that they were going to cancel my reservation.I explained that I was not being disrespectful and that she had no right to cancel my reservation. I said that I would call the police and say that she was discriminating against me and my partner for being gay. I do not know if she truly has an issue with gay people, but I do not see any other reason why she had to be so disrespectful and hostile toward me and my partner. Despite me calling the police, she refused to serve me and my partner, which tells me that the issue was indeed with our sexuality. Otherwise, why not just give us the car and get us out of your way? This manager had no right to treat us this way and abuse the ** reserve the right to refuse service to anyone that is intended to protect workers who are being cursed at and abused by customers, not to discriminate against people because you have a personal prejudice against them. I hope that Easirent will provide better conditions for their employees so they do not have to work while sick with a manager who does absolutely nothing.

  Business Response

  Date: 07/11/2025

  Hi ******,

  Thank you for your email.

  
  We appreciate you taking the time to advise us of the incident that occurred at one of our locations. Your feedback is important to us,so we can make the necessary improvements. 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. We sincerely apologize for the inconvenience and hope that you will give us the opportunity to serve you again soon.
  
  Because we value our customers, please accept 10% off your next online booking. To claim, go to **************************** using the discount code [DEQKLKR25]. Valid for 12 months. We look forward to seeing you soon.
  
  
  Kind Regards,

  
  Customer Service 

  Customer Answer

  Date: 07/13/2025

   
  Complaint: 23577541
  
  I am rejecting this response because:

   

  I still have not received a refund for my reservation that was canceled by the manager.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 07/14/2025

  Hi ******,

  
  I hope you had a wonderful weekend.
  
  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. We sincerely apologize for the inconvenience and hope that you will give us the opportunity to serve you again soon.
  
  Because we value our customers, please accept 10% off your next online booking. To claim, go to **************************** using the discount code [DEQKLKR25]. Valid for 12 months. We look forward to seeing you soon.
  
  
  Kind Regards,
  
  Customer Service 

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23577541
  
  I am rejecting this response because:
  
  I still have not received a refund for the reservation that was canceled by the manager.

   

  I stated this in my previous response, so I am not sure why this is not being addressed. 
  

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

  Business Response

  Date: 07/14/2025

  Hi ******,
  
  I hope you had a wonderful weekend.
  
  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. We sincerely apologize for the inconvenience and hope that you will give us the opportunity to serve you again soon.
  
  Because we value our customers, please accept 10% off your next online booking. To claim, go to **************************** using the discount code [DEQKLKR25]. Valid for 12 months. We look forward to seeing you soon.
  
  
  Kind Regards,
  
  Customer Service 

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23577541
  
  I am rejecting this response because:

  My refund???

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

  Business Response

  Date: 07/16/2025

  Hi ******,

  We apologize that you are not satisfied with our resolution. We take our rentersconcerns seriously and value your experience with our company.   We have made every effort to resolve this issue with you and with our location manager to ensure this matter does not occur again.
  
  The response resolution to this case was sent to you previously and is the final decision from the Easirent ***************** No other resolutions will be applied to your rental. We will not reopen another ticket or inquiries regarding this matter. Thank you for your understanding and we hope you will rent with us again in the future.
  
  Kind Regards,
  Customer Service

  
  

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23577541
  
  I am rejecting this response because:

   

  Is a human being even responding to this? You still have not addressed my response. Where is my refund??
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:07/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This place was a joke, so many hidden fees and not enough help, and so many angry customers waiting forever at the ********************** counter for help. Two employees on a line of customers out the door and one employee just up and went a took her lunch leaving the other one employee to deal with the angry Croud. While it was our turn the employee said she was thankful we were patient and kind, and so she would then only charge us $15.00 vs the $25.00 charge for driving out of State. My daughter was only in for a few days with me; my stay was two weeks. She and her husband were driving into **** one day for a four-******* trip they had planned, and I was told by the employee that because we were so patient she would add her as a driver but with no charge. There was a $129.85 charge @ $9.99 a day for my whole visit. I have spent a month calling and leaving messages for ****** the manager to call me back, have yet to receive a one return call.

  Business Response

  Date: 07/11/2025

  Hi *****,

  Thank you for taking the time to inform us of your recent 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.

  As for the "Out of State" and "Additional Driver" fees, after further investigation, we found that you signed accepting the total amount charged for these services.
  All optional services are discussed at the location counter before they are added to the rental. Also, a disclosure of costs appears on the keypad before signing to confirm that you agree with any optional service and/or fee.  By signing the Rental Agreement, you have contractually agreed to the charges and a copy of the rental agreement was emailed to you. We have reviewed your inquiry and after consulting with the corporate office we have been advised that the agreement was initialed and signed accepting all charges.  Therefore,no refunds will be offered. If you have any further questions or concerns,please feel free to contact us. Thank you for choosing Easirent.

  Because we value our renters, please accept 10% off your next online booking. To claim,go to **************************** using the discount code [DEQKLKR25]. Valid for 12 months. We look forward to seeing you soon

  
  Sincerely,

  
  Customer Service 

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23575016
  
  I am rejecting this response because: On the day I signed this agreement, there was so much turmoil due to number of customers vs. employee (1).  This one employee was waiting on 3 parties at the time, I was told to sign here, sign here and sign here.  I was not provided an actual physical copy of the agreement until 5:00 p.m. that night, I was at the rental counter at 11:30 a.m.  I want what I was told that there would be no charge for my daughter at all for the one day she drove, that was due to me being one of the patient customers in the room.  It is not my fault that you are understaffed and are unable to provide proper readable documentation at the time. If your goal is to have satisfied customers, then you would do the right thing here.
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 07/11/2025

  Hi *****,

  Thank you for your response.

  We have forwarded your concerns to the manager at the LAS branch for further review. We will update you right away as soon as we receive word from their office. 

  In the meantime, we would like to appeal that you extend your patience and understanding while we look into this case.

  Sincerely,

  Customer Service

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23575016
  
  I am rejecting this response because: I am still waiting for an acceptable response in regard to crediting my account for the extra driver charge.  It is not my fault that Easirent is understaffed and unable to provide proper documentation to you at the time of rental.  Receiving the agreement 6 hours later via e-mail which is actually readable is acceptable, nor is calling for 1 month to the manager Khamil and asking for a return call and not receiving one is acceptable either.  If this trailer they were in at the time wasn't in such turmoil, I feel like this would have never happened.  The fact that this employee was dealing with at least 3 customers at the same time is also not acceptable. We were rushed to sign and move along and were not provided any readable documentation. I would like some resolution to this once and for all.  The fact that I have been trying to resolve this now for 2 months is utterly ridiculous.  I honestly do not think a refund of $129.00 is going to break their bank, but if they are any sort of a customer satisfaction Company as they say, then they would give me what I was promised.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:07/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car from Easirent in ******* on June 21st, 2025, under agreement RA4130066, and had an extremely disappointing experience due to deceptive charges and a lack of transparency.Due to a family emergency, I was forced to cancel my vacation and returned the car the very next day, June 22nd. However, when I asked about a refund for the unused rental days, I was told that Easirent does not issue any reimbursementregardless of the reason or how early the vehicle is returned.Even though I provided proof of my valid Canadian auto insurance, I was still required to purchase Collision Damage Waiver (***) at $22 per day a cost higher than the base rental rate. I later learned that the *** excluded common risks like tire or key damage, vandalism, or theft effectively making it nearly useless.Additionally, I was automatically charged $12 per day for ******* toll service, even though I did not request or authorize it and again, no refund was offered for unused days.Whats more troubling is that Easirent tried to enforce additional terms and conditions from their website terms that were never included in my rental agreement or brought to my attention. This approach violates basic principles of contract law and, in my view, Floridas Deceptive and Unfair Trade Practices Act (FDUTPA).*** already submitted a formal reimbursement request and plan to report this issue to Florida consumer protection authorities if its not resolved promptly.

  Business Response

  Date: 07/07/2025

  Hi *****,

  I hope this email finds you well, and that you had a wonderful weekend.

  As previously mentioned, your inquiry/complaint was forwarded to the location manager and her team for review. We are still awaiting response from their office. We will update you right away as soon as we receive word from the branch.

  Your patience and understanding is very much appreciated.

  Sincerely,

  Customer Service

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23559666
  
  I am rejecting this response because: I got an answer from your ****************** asking for 15 days to proceed the reimbursement - will happens on July 25. Let's wait.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 07/21/2025

  Hi *****,

  I hope this email finds you well, and that you had a wonderful weekend.

  As previously mentioned, your inquiry/complaint was forwarded to the location manager and her team for review. We are still awaiting response from their office. We will update you right away as soon as we receive word from the branch.

  Your patience and understanding is very much appreciated.

  Sincerely,

  Customer Service

• Initial Complaint

  Date:07/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rented a car 3/11-13/25 and extended the rental for 1 more day; car was returned on 3/14/25. I had contacted the rental agency to get receipts for the rental so I could submit for reimbursement to my company.There a was an issue on their side where their system didn't record the initials or signature but I did finally get a receipt covering the 3/11-13/25 rental. Upon review of the receipt I found I had been charges an additional charge of $50 per day for Super Peace of Mind (SPOM). I did not authorize this charge and have been trying to get reimbursed. I have never received a receipt for the additional day of rental but know that I have been charged because it is on **** statement. It has been 3 months and I've not been able to submit an expense report for reimbursement. I called them again today and they will not let me speak to anyone in management.

  Business Response

  Date: 07/03/2025

  Hi ****,

  I hope this email finds you well, and that you are having a wonderful week so far.

  We understand that you are reaching out to dispute a charge regarding "Super Peace of Mind Cover" (SPOM). We understand how important it is for you to have this matter addressed with right away.

  After further investigation we found that you signed accepting our Super Peace of Mind Cover (SPOM).

  Please know that all optional services are discussed at the location counter before they are added to the rental. Also, a disclosure of costs appears on the keypad before signing to confirm that you agree with any optional service and/or fee.  By signing the Rental Agreement, you have contractually agreed to the charges and a copy of the rental agreement was emailed to you. We have reviewed your inquiry and after consulting with the corporate office we have been advised that the agreement was initialed and signed accepting all charges.  Therefore,no refunds will be offered. If you have any further questions or concerns,please feel free to contact us. Thank you for choosing Easirent.

  Sincerely,

  Customer Service 

  Customer Answer

  Date: 07/03/2025

   
  Complaint: 23542752
  
  I am rejecting this response because:

  It is the same receipt I have already received from them. It does not include the additional 3/14 rental day for which I was charged an additional $136.69. They have not removed the $50 per day SPOM charge ($50x4=$200) which I did not authorize.

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

  Customer Answer

  Date: 07/03/2025

  When I originally contacted them for a receipt they told me my contract had not been initialed or signed and that is why it took so long to get a copy of a receipt. If you look at the document it clearly shows there are no LP initials or a signature from **** E ******. I don't have chicken scratch writing. I can provide what my initials and signature really looks like. I did not authorize SPOM charges.

  Business Response

  Date: 07/03/2025

  Hi ****,

  Thank you for your response.

  We have forwarded your case to the concerned branch and location manager's office for further investigation. We will definitely update you as soon as we receive word from their office. 

  In the meantime, we would like to appeal for your extended patience and understanding while we work on the case.

  Thank you again, and have a wonderful rest of your week.

  Sincerely,

  Customer Service

• Initial Complaint

  Date:06/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a mid size SUV for ****** for my family of 5 for a family vacation. I have three kids all in booster or car seats as they are 6 and under. We got their and he tried to put my family in a compact SUV. I tried but knew all three car seats wouldn't fit because I needed a mid-size SUV. He then was very rude and had me move all three car seats trying 3 different cars all which were compact SUV. I showed him that I booked a mid-size and he said we classify those as mid-size. I told him *************** classifies then as compact. I then asked do you make up your own classification for cars? To which he said yes. I then was told I had to pay 115 for insurance. I ******* thank-you I have car insurance that covers me. He said I had to to drive it off the lot. Then because he didn't have a mid-size SUV to rent I had to pay another 70 dollars for a total of ****** additional on top of my original rental charge. I had three kids and my husband a newborn, 4 year old and 5 year old that were cranky and hungry. I have him all rhe money he wanted to get my kids fed and to our destination. He was very rude to me the entire time.

  Business Response

  Date: 06/30/2025

  Hi ******,

  Thank you for taking the time to inform us of your recent 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. In appreciation for your valued feedback and for the inconvenience you underwent, please accept 10% off your next online booking.

  To claim, simply go to **************************** using discount code [DEQKLKR25]. Valid for 12 months.  We look forward to rectifying this incident with our future service and thank you once again for your feedback.

  Sincerely,

  Customer Service 

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23537157
  
  I am rejecting this response because:
  I do not feel 10% off my next rental is fair at all.  I am out over 200 dollars additionally to what I already paid and would like money back on my rental as I should not have to pay more money to you when you didn't have a car that I asked for which was a mid-size SUV.
  Sincerely,
  
  ****** *****

  Business Response

  Date: 07/03/2025

  Hi ******,

  I hope you are having a wonderful week so far.

  Thank you for your response. We understand that the initial offer did not suffice as a resolution to your case. We have forwarded your complaint to the branch manager for further review. We will update you accordingly as soon as receive word from their office.

  In the meantime, we would like to appeal that you extend your patience and understanding while we look into your inquiry.

  Sincerely,

  Customer Service

• Initial Complaint

  Date:06/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to the car back in March from this company for a couple of days. I was late on return and due to my husband and son in afatal car accident the was stolen it was apprehended by a local police department company has yet to return my belongings my drivers license, my ID my form of identification, my cleaning supplies my rolling toolboxes to hold my clean productsfor the little business that I have my clothes shoes to vacuum cleaners some watches that belong to my grandfather, etc. I had all of those for mornings similar due to the fact that my house was caught on fire when we were forced to communicate due to uneventful circumstances I have written the company multiple times and here we are two months later with no results. I keep opening tickets with no results and when I contact the company nothing can be done but create another ticket I cant even identify myself at the moment so at the moment Im a **** do Id really like my stuff back please help me

  Business Response

  Date: 06/16/2025

  Hi ****,

  I hope this email finds you well, and I hope you had a wonderful weekend.

  We received your complaint regarding the missing items that were left on the rented vehicle that was subsequently reported stolen in March. We sincerely apologize for the delayed responses to your tickets for the inadequate updates. I know how important it is for you to retrieve your missing items and rest assured, we will do our best to work on your request.

  An urgent email has been sent to both the Location and Regional Managers to expedite the investigate on your case. We will update you as soon as we receive word from the branch.

  Thank you again for your patience and understanding.

  Sincerely,

  Customer Service

• Initial Complaint

  Date:06/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 19, I got a rental car from Easirent. I have a car for about four days. I paid it $250 refundable deposit. Before I left the rental location I noticed a crack on the windshield that was very noticeably large. I recorded the video and took pictures of the crack before I left. When I returned the car I asked if they knew about the crack they said yes I said OK because I have evidence that I never caused damage to the vehicle and I dont wanna get charged for anything. After I returned home I waited expecting my $250 deposit to be in my account after a week. I noticed it wasnt there. I called thelocation and they notify me. The reason I was being held is because ident fill up the tank before I return the car but I was already charged $194 just that. I did four inquiries on their website and I kept calling back and then they told me I was being charged because I cracked the ************* took weeks for me to get in contact with the branch manager to explain. I have proof because I wasnt able to submit on their and I didnt like the fact that my money was being held and I was being charged for something I did not do. The branch manager gave me her email and told me to email her the pictures and videos to show proof that I didnt cause the damage because all the pictures and videos had the geo location on which showed that I was still there at the hotel where the rental office is. After about two weeks and I still hadnt heard anything back from her I called the office again to speak to her. She told me that she was still waiting on corporate to get back to her. I waited about another week and a half before I contacted her again where the branch manager ****** notified me that corporate approved for my refund to be released back in account. After about a week and I still havent gotten my refund back I called again multiple times and got no help.

  Business Response

  Date: 06/10/2025

  Hi Ms. ************** hope this email finds you well.

  We appreciate you taking the time to advise us of the incident that occurred at one of our locations. Your feedback is important to us, so we can make the necessary improvements. 

  On behalf of Easirent, we would like to apologize for the inconvenience you underwent while renting with us. We sincerely apologize for the inconvenience and rest assured, that we will thoroughly look into your inquiry and provide a resolution in the soonest time possible.

  Your concern with the $250.00 deposit has been forwarded to the Regional Manager for review, and you should expect an answer no later than Friday of next week, 06/13/2025. 

  Thank you for your patience and understanding while we investigate your inquiry.

  I hope you have a wonderful week ahead.

  Sincerely,

  Customer Service

  Customer Answer

  Date: 06/14/2025

   
  Complaint: 23445248
  
  I am rejecting this response because: I have not heard anything back from Easirent. I dont know whats so difficult. I just want my refund. I provided plenty of proof to show I didnt cause any damage to the rental car. I believe Easirent just wants to scam their customers and not resolve the problems we bring to them. 
  

  I will be satisfied after I get an apology from Easirent along with my refund immediately.

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

  Business Response

  Date: 06/16/2025

  Hi *******,

  Thank you for your response, and I hope you had a wonderful weekend.

  I would also like to apologize for the delayed response to your inquiry. I have already sent an urgent email to both the Location and Regional Managers regarding your request to release the deposit that's being held due to reported damages to the rented vehicle.

  We will update you accordingly as soon as we receive word from them. 

  Thank you again for your patience and understanding while we work on your complaint.

  Sincerely,

  Customer Service

• Initial Complaint

  Date:06/04/2025

  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.

  This complaint is regarding rental agreement *******, order reference US4052513521. I did business with ER Travel LLC dba Easirent located at ******************************************The rental period was May 31st, 2025, at or around 10:50 am through June 2nd, 2025, at or around 7:15 am. The cost of the rental was $80.88. I was incorrectly charged the security deposit twice and the lessor held $500; whereas I should have been charged $250. The company provided a ****** Sentra. Before driving off the car rental lot on May 31st, I took several pictures of the car, but it was raining hard and I did not notice the windshield had a small crack in front of the passenger seat. I noticed the crack the next day, as it was only visible while sitting in the drivers seat. On June 2nd, I returned the car and brought to the ***resentatives attention that the windshield was cracked, but I had pictures to proof that the damage was through no fault of my own. He stated that I should have called the company or ***ort the damage at the time I picked up the car. I reiterated that it was raining hard and did notice the damage at the time. He then stated that my deposit was going to be held, while confirming that the previous *** had incorrectly charged me the deposit twice, two separate charges of $250. I was told I was responsible for the windshield damage, which costs around $722. I shouldnt be held liable for this. I have pictures taken on the day I picked up the car that the windshield had pre-existing damage. I was told the previous customer who rented the car did not ***ort the damage and so again, there is no recourse and I should pay. Had I not said a word about the problem, the *** would have most likely not spotted the crack and I would have been off the hook for $722. I filed a damage inquiry (reference number CS-*******-01) and have not received a response from the branch manager. Today, the two charges for $250 cleared the bank.

  Business Response

  Date: 06/10/2025

  Hi Mr. *******,

  I hope this email finds you well.

  Thank you for your patience while we look into your issue with the security deposit amounting to $500.00 and a windshield damage quote of $722.00. To further investigate, we ask that you please send us photos or videos with timestamp or geolocation showing that the proof were taken prior to the vehicle leaving the rental location.

  We will continue with the investigation as soon as we receive the requested information from your end.

  Thank you again for your understanding, and we'll be looking forward to your response.

  Sincerely,

  Customer Service

  Customer Answer

  Date: 06/10/2025

  Hi,

  I will send pictures I took with my I-phone, which should have a timestamp and location. Due to file size limitations, I will send multiple replies.

   

  Customer Answer

  Date: 06/10/2025

  Find attached pictures taken on pickup day May 31st. 

  Customer Answer

  Date: 06/10/2025

  Find attached pictures taken on pickup day May 31st. 

  Customer Answer

  Date: 06/10/2025

  Find attached pictures taken on pickup day May 31st. 

  Customer Answer

  Date: 06/10/2025

  Find attached pictures taken on return day June 2nd.

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23417112
  
  Hi,

  The platform is not letting me upload the pictures here because they are in jpeg format. I submitting the pictures through the link for providing additional information. 
  

  Thanks,

  *****

  Business Response

  Date: 06/11/2025

  Hi Mr. ******************** you for your response.

  We have further reviewed your case, and we regret to inform you that we could not provide any refund due to a lack of adequate documentation or proof that the damage to the windshield already existed prior to the vehicle departing from the rental location.

  To continue with the investigation, please provide photos with date or time stamp and or some form of geolocation for us to verify. Without the requested proof, the charge stands on the contract.

  Sincerely,

  Customer Service

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23417112
  
  Hi, 

  As requested, I will be providing pictures with time stamps under additional information. I will submit separate responses due to file size limitations.

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

  Customer Answer

  Date: 06/11/2025

  Per Easyrents request dated June 11, 2025, find attached timestamped pictures. I will be submitting the pictures in batches due to file size limitations. 

  Customer Answer

  Date: 06/11/2025

  Per Easyrents request dated June 11, 2025, find attached timestamped pictures. I will be submitting the pictures in batches due to file size limitations. 

  Customer Answer

  Date: 06/11/2025

  Per Easyrents request dated June 11, 2025, find attached timestamped pictures. I will be submitting the pictures in batches due to file size limitations. 

  Customer Answer

  Date: 06/11/2025

  Per Easyrents request dated June 11, 2025, find attached timestamped pictures. I will be submitting the pictures in batches due to file size limitations. 

  Customer Answer

  Date: 06/11/2025

  Per Easyrents request dated June 11, 2025, find attached timestamped pictures. I will be submitting the pictures in batches due to file size limitations. 

  Customer Answer

  Date: 06/11/2025

  Per Easyrents request dated June 11, 2025, find attached timestamped pictures. I will be submitting the pictures in batches due to file size limitations. 

  Business Response

  Date: 06/12/2025

  Hi Mr. ******************** you for your response and for the image that you've attached on your email.

  We've thoroughly reviewed the information that was provided, and it appears that the date on the most recent photo shows the "End of Hire" date, 06/02/2025. 

  We actually need photos or proof showing the damage that were taken on the "Start of Hire" date, or prior to the vehicle being driven out of the rental location. We've also looked into the rental history of the vehicle and did not find any prior damage reports to the car.

  As it stands, unless you could provide us with sufficient proof, the charge for the damage stands.

  Thank you for your understanding.

  Sincerely,

  Customer Service

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 23417112
  
  I am rejecting this response because:

  Per Easyrents request dated June 12, 2025, I will be submitting timestamped pictures taken on the Start of Hire Date May 31st, 2025. I will upload the pictures via the Additional Information tab. 
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 06/12/2025

  Per Easyrents request dated June 12, 2025, I am hereby submitting six timestamped pictures taken on the Start of Hire Date May 31st, 2025. I will upload the pictures in batches due to file size limitations. 
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 06/12/2025

  Per Easyrents request dated June 12, 2025, I am hereby submitting six timestamped pictures taken on the Start of Hire Date May 31st, 2025. I will upload the pictures in batches due to file size limitations. 
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 06/12/2025

  Per Easyrents request dated June 12, 2025, I am hereby submitting six timestamped pictures taken on the Start of Hire Date May 31st, 2025. I will upload the pictures in batches due to file size limitations. 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 06/16/2025

  Hi Mr. ******************** you for your response, and I hope you had a wonderful weekend.

  We still haven't received the requested photos or proof with the date showing the start of rental date on 05/31/2025. We will proceed with further looking into your inquiry as soon as we receive the requested documents.

  We'll be looking forward to your next response.

  Sincerely,

  Customer Service

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23417112
  
  I am submitting two timestamped pictures clearly showing the date I picked up the vehicle. 

  Please zoom in the pictures to the area circled in red. Attachment "IMG_1253" clearly shows the windshield crack running horizontally from the left side of the vehicle or the passenger side. 

  Sincerely,

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

  Business Response

  Date: 06/16/2025

  Hi Mr. ****************** we please know if you've already provided or uploaded the requested photos with the timestamp showing the date 05/31/2025? If so, please let us know so that we can proceed with the investigation.

  Sincerely,

  Customer Service

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23417112
  
  Hello,

  I frankly do not understand what is going on.

  Earlier today, I uploaded two timestamped pictures bearing the Start Hire date of 5/31/2025. Please zoom in to the area circled in red on both pictures. The file labeled 1253 has more resolution and the windshield crack is visible, running horizontally towards the left side of the vehicle or the front passenger side. 

  If I continue to receive the same response that Easirent is not receiving the pictures, I will have no choice but to post a public review on Google. 

  I have attached the two pictures to this message one more time. 

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

  Business Response

  Date: 06/17/2025

  Hi Mr. Vallina,
  
  May we please know if you've already provided or uploaded the requested photos with the timestamp showing the date 05/31/2025? If so, please let us know so that we can proceed with the investigation.
  
  Sincerely,
  
  Customer Service

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23417112
  
  Hello, 

  I have provided the pictures with a timestamp of 5/31/2025. I uploaded two pictures to the BBB portal yesterday. 

  Sincerely,

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

  Customer Answer

  Date: 06/17/2025

  Hi, 

  I have received a third email from Easirent asking for the same information. I uploaded two pictures to the BBB portal twice, in response to Easirent's request. I am starting to believe that the Company is dragging this out to make me give up on the complaint. 

  Thanks,

  Ramon

  Customer Answer

  Date: 06/17/2025

  Hi Lynedra, 

  Thank you for your reply. Can you please ensure that Easirent has access to the pictures I uploaded yesterday? 

  Sincerely,

  Ramon Vallina

  Business Response

  Date: 06/20/2025

  Hi Mr. Vallina,

  I hope you are doing well.

  We receive your complaint regarding a previous rental you made with Easirent with reference number: 4091365. We believe the matter has already been resolved as a full refund amounting to $500.00 was issued to you on 06/18/2025. An email was also sent informing you of the refund and in fact, we also received a response from your end acknowledging the resolution. 

  If you actually have another inquiry, let us know so that we may look into it. Otherwise, we believe that this matter has been resolved.

  Sincerely,

  Customer Service

  Customer Answer

  Date: 06/20/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23417112 and find that this resolution is satisfactory to me.

  My credit card was credited the $500 in dispute. Thanks for your cooperation. 
  
  
  
  Sincerely,
  
  
  
  Ramon Vallina