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:06/04/2025

  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.

  Transaction on 05/26/2025 in the amount of $116.47.Forced to pay for glass coverage upon pickup of a rental vehicle, booked 03/09/2025, for pickup in ******, **, despite having and presenting full coverage auto insurance, with full glass coverage. This change was made after our reservation was made. We were never informed about change in policy requiring purchasing of glass coverage for rentals obtained for 6-days or more, prior to arriving at the car rental location. Employee at rental location, stated This policy was added about three to four weeks ago.. Attempt was made to contact and work with Easirent on getting a reimbursement, but was told that they are not able to provide reimbursement since the rental period has expired. Was told by person on customer service line on 06/03/2025 that we were supposed to call customer service with ******** to request reimbursement. We were not told that upon signing the rental agreement. **************** person and supervisor were both very rude and unwilling to work on a solution.

  Customer Answer

  Date: 06/06/2025

  We are looking for full reimbursement of the amount we paid to Easirent for auto glass coverage in the amount of $116.47 as it states in the rental agreement that this was an optional coverage, but we were informed upon renting the vehicle that it was mandatory, and they would not rent the vehicle to us if we didnt purchase the auto class insurance. 

  Business Response

  Date: 06/06/2025

  Mr. *******,

  Thank you for contacting Easirent. As stated on our rental terms, optional coverage is not required to rent a vehicle; however, proof of a current automobile comprehensive, collision and liability insurance policy in the renters name covering injury to third persons or property is required at the time of pick up. Please refer to our Rental Coverage Policy on *********************************************************************************** for more information.  
  
  On page 2 Line 17 of Your Rental Agreement it states:
  17.Removal of Purchased CDW/LDW Renters have the option to return to the location they rented from within 24 hours of pickup time to remove optional products. If renter wishes to remove coverage or insurance the renter must provide proof of their insurance policy that covers rental vehicles. Renters will only be charged for the optional product for the 24-hour period.
  
  After further investigation we found that you initialed and signed the Rental Agreement accepting Glass & Tire  Protection therefore no refund can be made. (see attached signed Rental Agreement)
  
  Because we value our renters, please accept 10% off your next online booking. To apply,go to **************************** using the discount code [DEQKLKR25]. Valid for 12 months. We look forward to seeing you soon.

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23416719
  
  I am rejecting this response because:  The auto glass coverage we were informed about, was explained to us that it was a mandatory coverage that we were required to purchase.  We were never at any time told that it was optional coverage, and that we had the option to prove that our personal auto insurance covered rental vehicles.  Their employee, named Rylon, at the vehicle checkout counter at the ******, ** location, told us they would not rent the vehicle to us if we did not purchase the auto glass insurance coverage.  We were lied to.  Per the rental agreement, it is optional coverage, but that is not what we were told.  
  

  Secondly, we find it completely unacceptable and ridiculous that we were not told that we had 24-hours to return to the Easirent location and cancel the optional coverage.  Their employee Rylon, agreed with the customer ahead of us, as well as us, stating, I understand your frustration with this change in policy, and quite frankly I think its stupid!.  Not to mention, it is not realistic and fair that since our final destination after renting the vehicle was ****, **, which is approximately 2-hours away from ******, **.  Which means we would have had to drive back to ******, ** the next day to deal with removing the insurance, and then drive another 2-hours back to ****, **.  That is completely unreasonable, unrealistic, and unfair.  We were on vacation, and paying for a rental vehicle.  We shouldnt have to waste our time and spend it on trying to get money back that Easirent is clearly scamming many people out of.   
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 06/11/2025

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

  We've further reviewed your case, and I'm glad to inform you that we have successfully processed a refund of $116.47. The refunded amount should be posted back to the original form of payment within seven to ten banking days. 

  We thank you for your patience and understanding on this matter. 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 rectifying this incident with our future service and thank you once again for your feedback.

  Sincerely,

  Customer Service

  Customer Answer

  Date: 06/17/2025

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

• Initial Complaint

  Date:05/30/2025

  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.

  The rental was advertised as being located at **************************. However, upon arrival, I discovered this was misleading. After taking the airport tram to the rental car center, I was driven 20 minutes away to the actual location.There, I was offered a car with a large visible dent, suggesting recent damage. When I requested another vehicle, the employee said, You dont want that ******* one shuts down all the time. That should have been a red flag. Still, we were given a different car and continued our trip.Just ***************************************************** motion, nearly causing an accident. After restarting it, warning messages appeared: Engine Overheating and Engine Idle. I immediately called Easirent. The male employee instructed me to take the car to ********* and return to the office. When I explained I was far from the location and stranded, he became aggressive, yelled, hung up, and blocked my number for several hours. I have phone records to verify this.Hours later, I reached another employee, ***, who contacted her manager. I was told to have the car towed to *********. When I asked about a refund, *** said she would speak with the manager and follow up. I never received a call back.The next day, I called again and was told the same. When I asked to speak directly with the manager, I was told he was already working on it, but he never spoke to me. Four days later, I received a call asking if I planned to return the carshowing clear internal miscommunication.Throughout this ordeal, I received no meaningful support or resolution. I incurred over $500 in extra costs for alternate transport, including Ubers and another rental, during what was meant to be a relaxing vacation with my family.

  Business Response

  Date: 06/06/2025

  Ra:PHX-3977623
  
  Ms.********.
  Thank you for taking the time to inform us of your recent experience with us.  We sincerely apologize for the inconvenience you experienced with your rental. Renter satisfaction is a priority; it is never our intention to provide our renter with a vehicle that is not up to our company standards. We are sorry that your vehicle broke down because of a mechanical failure. We also apologize for the waiting time to address the situation and exchange your vehicle.  Your experience has been dealt with by our Management Team to make all the necessary improvements in our service.
  
  A refund has been processed by our **************** on 6/6/25 for the amount charged at the time of rental in the amount of $171.64. (see proof of refund below) Please allow ***** business days for this transaction to reflect on the credit you use when renting the vehicle. We cannot refund the amount you paid to your booking agent CARTRAWLER. Please contact CarTrawler for a refund. Refunds will be based on CarTrawlers Terms and Conditions.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 [DEQKLKR25]. Valid for 12 months. We look forward to seeing you soon
  
  Sincerely,
  Customer Service
  Date: 06/06/2025 1:52:36 PM EDT
  Transaction ID: ***********
  Transaction Type: Card Refund
  Amount: $-171.64

• Initial Complaint

  Date:05/27/2025

  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 Chevrolet Trax from 5/22/25 - 5/27/25. All was well until I detained by 10 North Miami Police of which pulled guns, had dogs, handcuffed me and placed in the back of the squad car. The reason provided was the car was reported stolen. They then they obtained my information on my car rental after the fact. Once released from the handcuff I was then told to wait until they could get the stolen information released from the car and advised the car would have to be towed otherwise. In several attempts to contact the rental facility and once they answered I advised them of the matter at hand and was placed on hold with them coming back to the phone. The police finally released me to go and went back to the rental facility. There again greeted with no empathy and when asked for the manager was only advised he would be available the following morning. They did exchange out the car. The next morning returning the car back to facility to return the car and speak with the manager. The manager again had no empathy and stated this happens with rental cars. There is no way for them to check a car to see if it was stolen, after several exchanges I asked for his manager information. He stated he does not give out phone numbers to managers and referred to the customer service line which has no access to any managers at the branches. I could have lost my life in this situation, and it is being blown off like it is normal. I need a call **** from top executive on this matter.

  Business Response

  Date: 06/06/2025

  Dear Mr. ***************** appreciate you taking the time to advise us of the incident that occurred at our ***** location. Your feedback is important to us, so we can make the necessary improvements. As a result, we have forwarded your comments onto the Regional.
  
  After investigation we found this vehicle had been rented in February to a renter at our ******* location.  That previous renter reported the vehicle stolen to the ******* police. The renter then recovered the vehicle. but the renter never informed the police department that the vehicle was recovered.  Nor did the renter inform Easirent the vehicle was reported stolen. Because we did not have knowledge of the vehicle being reported stolen, we could notify the police and have the vehicle taken off the **** report. On behalf of Easirent we would like to apologize for the inconvenience you underwent while renting with us.
  
   A refund has been processed by our **************** for the full amount of your rental in the amount of $157.65. Please allow ***** business days for this transaction to reflect on the credit you use when renting the vehicle. We sincerely apologize for the inconvenience and hope that you will give us the opportunity to serve you again soon.
  
  Because we value our renters, please accept 10% off your next online booking. To apply, go to **************************** using the discount code [DEQOTR25]. Valid for 12 months. We look forward to seeing you soon.
  
  Kind Regards,
  Customer Service
  
  Date: 06/06/2025 8:22:04 AM EDT
  Transaction ID: ***********
  Transaction Type: Card Refund
  Amount: $-157.64

• Initial Complaint

  Date:05/24/2025

  Type:Product 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 vehicle from your company from April 14 to May 11 under rental agreement #*******.I initially rented a ***** Malibu on April 14. On April 21, I returned to the rental location and exchanged the vehicle for a white ****** Sentra (License Plate: ****************, I recently received a toll invoice that includes charges from April 14 to April 21 for the ****** Sentra. I believe these toll charges were incurred by a previous driver, as I did not begin using the Sentra until April 21.I kindly request that you review this case and refund the toll charges that I paid that were incorrectly billed to me.

  Business Response

  Date: 06/06/2025

  
   Dear Ms. ***************** appreciate you taking the time to advise us of the incident. Easirent does not process the tolls or apply the fees.  We use a 3rd party toll processor ******************* (GTS). GTS will charge the credit card on file that was used to at time of rental the cost of the tolls and fees. After investigating your complaint, we found that GTS charged you in error.

  
  A refund has been processed by our **************** for the Tolls in the amount of $124.16. (See proof of refund below) Please allow ***** business days for this transaction to reflect on the credit you use when renting the vehicle. We sincerely apologize for the inconvenience and hope that you will give us the opportunity to serve you again soon.
  
  Because we value our renters, please accept 10% off your next online booking. To apply, go to **************************** using the discount code DEQKLKR25. Valid for 12 months. We look forward to seeing you soon.
  
  Kind Regards,
  Customer Service
  
  Date: 06/06/2025 1:13:06 PM EDT
  Transaction ID: ***********
  Transaction Type: Card Refund

  Customer Answer

  Date: 06/06/2025

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

• Initial Complaint

  Date:05/23/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a vehicle from Easirent on May 11th for one week. I picked up the vehicle after my flight. However, upon arriving I was told someone else had taken my reservation. An employee get things squared away for me after an hour. I was charged for an extra day. Additionally, Ive been trying to extend my rental because my flight leaves a couple days after my rental expires but havent been able to reach customer service to resolve this issue.

  Business Response

  Date: 05/29/2025

   

  Dear Ms. **************** appreciate you taking the time to advise us of the incident that occurred at one of our locations. Your feedback is important to us, so we can make the necessary improvements. As a result, we have forwarded your comments onto the Regional Manager to address the staff and provided them with additional training and/or disciplinary action. On behalf of Easirent we would like to apologize for the inconvenience you underwent while renting with us. 

  The only charge that we see on the Rental Agreement is for the *** BOOKING of $167.20 and your deposit of $500 that was on authorization only. There is not any other charge.  If you have a charge other then the  $167.20 on your bank statement, please send it in so we can investigate.

  Kind Regards,

  Customer Service

• Initial Complaint

  Date:05/22/2025

  Type:Sales and Advertising 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.

  2/8/2025 I and husband and daughter went to Easirent to rent a car for my stay in ****** *****. The car agreement we completed for the transaction with Easirent was turned down after the transaction was processed thru the system, because it was too expensive. We declined the car and the agreement. They stated they couldn't cancel the payment. They said corporate would refund us a portion of our money. They never did and their corporate office is nonexistent. I call and call and I was told there is no corporate office. This company had Lack of customer service and no refund policy. They had false advertisement.

  Business Response

  Date: 05/29/2025

   

  Dear Valued Customer,
  
  We appreciate you taking the time to advise us of the incident that occurred at one of our locations. Your feedback is important to us, so we can make the necessary improvements. As a result, we have forwarded your comments onto the Regional Manager to address the staff and provided them with additional training and/or disciplinary action. On behalf of Easirent we would like to apologize for the inconvenience you underwent while renting with us.
  
   A refund has been processed by our **************** for the Rental in the amount of $880.84. (see proof of refund below) Please allow ***** business days for this transaction to reflect on the credit you use when renting the vehicle.We sincerely apologize for the inconvenience and hope that you will give us the opportunity to serve you again soon.
  
  Because we value our renters, please accept 10% off your next online booking. To apply, go to **************************** using the discount code [DEQOTR25]. Valid for 12 months. We look forward to seeing you soon.
  
  Kind Regards,
  Customer Service

  Date: 05/29/2025 12:42:38 PM EDT

  Transaction ID: ***********
  Transaction Type: Card Refund
  Amount: $-880.84

  Customer Answer

  Date: 05/29/2025

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

• Initial Complaint

  Date:05/20/2025

  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 is a **** joke.I showed up fully insured , as confirmed by my broker, and these idiots flat-out lied to my face, saying I couldnt use my own insurance and had to buy theirs. Mind you, I lease two vehicles and both are fully insured. They lied. Just wanted to force their garbage coverage on me to squeeze out more ******* was early, I had my kids with me, and I wasnt about to argue in a rental office with them sitting there tired from the early flight, so I gave in. Im still ****** off about it.I called their customer service three times after the **********************, demanding a refund, and not one person got back to me. ************ that *** looked at their reviews, its clear this is their business model , lie to customers, upcharge for insurance they dont need, then ignore them when they push back..If you're reading this and considering Easirent: dont. Dont give these clowns a ***** of your money. Theyre shady as h*** and have zero integrity. This isnt a one-off, its how they operate.**** this company. Never again.

  Business Response

  Date: 05/22/2025

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

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

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

  
  Kind Regards,
  Customer Service

  Customer Answer

  Date: 05/22/2025

  Hello,

   

  I've attached the rental agreement with all the information requested within the file.

  Thank you,

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23356315
  
  I am rejecting this response because the rental Agreement I provided has all this informaton, but here you go again.

  Reservation /Confirmation: US220425335391BA (Confirmation ID) Booked and paid for upfront through Expedia

  
  Rental Agreement Number: 4072366

  
  Renter/Driver Full Name (as listed on drivers license) Bosscarino *****

  
  City of vehicle pick-up (Easirent Location Address) *****************************************************************************, MCO

  
  Date of Pick-up and return: April 23rd-April 29th
  
  Sincerely,
  
  Boss *****

  Business Response

  Date: 06/06/2025

  Mr. Bosscarino,

  Thank you for contacting Easirent. As stated on our rental terms, optional coverage is not required to rent a vehicle; however, proof of a current automobile comprehensive, collision and liability insurance policy in the renters name covering injury to third persons or property is required at the time of pick up. Please refer to our Rental Coverage Policy on *********************************************************************************** for more information.  
  
  On page 2 Line 17 of Your Rental Agreement it states:
  17.Removal of Purchased CDW/LDW Renters have the option to return to the location they rented from within 24 hours of pickup time to remove optional products. If renter wishes to remove coverage or insurance the renter must provide proof of their insurance policy that covers rental vehicles. Renters will only be charged for the optional product for the 24-hour period.
  
  After further investigation we found that you initialed and signed the Rental Agreement accepting *********** Protection and for  the Toll Option therefore no refund can be made. (see attached signed Rental Agreement)
  
  Because we value our renters, please accept 10% off your next online booking. To apply,go to **************************** using the discount code [DEQKLKR25]. Valid for 12 months. We look forward to seeing you soon.

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23356315
  
  I am rejecting this response because:

  Your team working in the ******* refused to accept my insurance saying I had to purchase yours even though my coverage was enough.

  This is your teams standard practice based on the reviews I've read following my ordeal.

  Fuck your 10% offer. Your staff lied to make more money off me, like they've done to countless others.

  I will write a negative ****** review every single day going forward until you realize the ******** your company is doing to renters.

  I have time...........
  
  Sincerely,
  
  Boss *****

• Initial Complaint

  Date:05/20/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Scam alert, aided the price by2x. Rented a car from ******* to *****. The car broke down in 20 miles. Called and got hung up on multiple times. The car had blood stains on the front passenger seat. Smelled like weed. The lady in the front said no beach because of sand. The car had sand the the crew said it was just debris. After all the complaints the front office said they would note and we wouldnt be charged. Guess what I got charge for the tow when the car broke down, for sand and smoke. The rental of a one day car that didnt get me to my destination was 1k down the drain. Beware this company is a scam and just want to squeeze your pockets

  Business Response

  Date: 05/20/2025

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

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

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

  
  Kind Regards,
  Customer Service

• Initial Complaint

  Date:05/16/2025

  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 am a disabled veteran. The day after I retrieved my rental car, the low tire pressure illuminated while on my journey. I immediately pulled over and contacted the company, the representative I spoke to, directed me to drive to a safe place off the freeway and contact roadside service. The vehicle, was not equiped with Roadside Assistance, and because of easirent representative, telling me to drive to a safe location, the continued driving of the vehicle on low tire pressure, caused the tire to become ruined. I was made to pay for a tire, that could have easily (in my opinion been aired up to the proper air pressure, this incident would not have happened! This is not fair or just, I did what I was told to do! This is negligence on the easirent representative/company training and how to deal with an ADA ********* I would like all my money for this rental RETURNED! I was also charged for extra cleaning (hair) because of my service animal! This company had no supervisor to speak to! Very poorly run business!

  Business Response

  Date: 05/29/2025

  Mr. *******,

  I am having difficulty finding you rental agreement.  The image that you sent is cut off at the top so I cannot see  the number.  Please resent the image of the ** showing the rental agreement number or just send me the number in the top right of the rental agreement.  One receive I can investigate you issue.

  Kind Regards,

  Customer Service

• Initial Complaint

  Date:05/16/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We arranged for a car rental from easirent from Feb 5-Feb.15, 2025, picking up at ************************* This was our first experience with this company and we were extremely upset with their lack of honesty and integrity. In the contract it stated that there was a $15 a day fee for use of sun pass. When noticing this, I told the agent I did it want this option because I doubted I would use any toll roads. The agent very clearly said I should keep the sunpass because if I used it once the easirent charge would be exorbitant BUT for each day it was not used there would be a $15 credit on our bill. In the end, we used the sun pass once during our 10 day stay and our bill included a $150 sun pass charge.Its very clear that I was duped-led to believe something that was fraudulently stated by an agent who was trying to get as much money from me as possible. In actuality, the agent lied. This is not the way a reputable company should be run and its principles or lack thereof give a no confidence vote to the customer. I am requesting that the company return $135 to me because of their dishonest tactics and lack of agent training. **** **********

  Business Response

  Date: 05/20/2025

  Thank you for your email. Please accept our apology for the delay in responding to your inquiry.
  
  We appreciate you taking the time to advise us of the incident that occurred at one of our locations. Your feedback is important to us, so we can make the necessary improvements. As a result, we have forwarded your comments onto the Regional Manager to address the staff and provided them with additional training and/or disciplinary action. On behalf of Easirent we would like to apologize for the inconvenience you underwent while renting with us.
  
  After further investigation we found that you signed accepting our optional ************* This program covers all toll charges, and any other toll-related fees incurred during the rental period, including unmanned, toll-by-plate (camera tolls) and manned toll booths.  All our vehicle license plates are registered under the Sunpass toll program. Personal Sunpass Transponders cannot be used on our fleet. Most renters CHOOSE to purchase the Toll Pass Option to save them time and to avoid being charged Fees. Per your signed it states: When you accept the toll package you will be covered for the cost of all unmanned tolls and drive through automated express toll lanes. When you decline the Toll program you agree not to drive through automated express toll lanes. Any manned or unmanned toll that you violate during the rental period will result in a $25.00 admin fee plus the toll.  Toll violations max admin fee $25.00 per day. We have reviewed your inquiry and a decision has been made that the agreement was initial and signed accepting this charge, therefore no refund can be made on this occasion

  
  Because we value our renters, please accept 10% off your next online booking. To claim,go to **************************** using the discount code DEQOTR25] Valid for 12 months. We look forward to seeing you soon.

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23339810
  
  I am rejecting this response because:

  I WAS TOTALLY aware of what was written in the contract & asked to reject it: HOWEVER, the AGENT TOLD ME UNEQUIVALENTLY THAT FOR EACH DAY THE *** PASS WAS NOT USED I WOULD BE REFUNDED $15. This seemed acceptable so I agreed.
  How was I to know that this was a lie?

  I would ASSUME that YOUR AGENT (who works for YOU!!!) KNOWS THE RULES And WOULD give me the honest, correct  advise.     
  It seems to me that the issue is between Easirent management and the agent!!
  Why then, is the customer, ******* suffers the consequence of poor management and employee training and has a bill more than $100 more than expected  

  If you desire to have a reputation which supports and respects its customers, with this information given here, youll hopefully make this right for me and my family. 
  

  
  FYIhave read so many horrible reviews and complaints about Easirent!  How many more do y need to address before you realize customers and great reviews ARE your bread and butter!!

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

  Business Response

  Date: 05/29/2025

  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 Regards,
  Customer Service