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:05/15/2025

  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.

  **************** DO NOT EVER USE, UNLESS YOU WANT GET RIPPED OFF! The counter person in ********* told me I did in fact need a toll pass when I asked if there were tolls from there to ************, so he tacked on another $165. Well, guess what? NO TOLL ROADS. But here's the kicker: I called when I got there and they said they could do nothing until I returned the car back to the office. Well, guess what? "Sorry I can't help you, you have to call the ***** number." Ok, so I called the ***** number, and they said they would submit my request for a refund of the $165 under fraudulent pretenses, and someone would call me back in 2 days. Well, guess what? 3 days later I finally called, and SURPRISE SURPRISE, "Sorry **** but you used the service as an insurance policy to cover any possible tolls, so no refund. So guess what? I am not only writing this review, but copy & pasted it in 5 other sites, AND charging back thru my cc company. DO NOT EVER USE, UNLESS YOU WANT GET RIPPED OFF!

  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:05/14/2025

  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.

  I had made a reservation to pick up a rental car at the *********************** location on ************** on 4/25/25 Upon pickup the *** made it seem like I didn't have the option of declining both the insurance and the Sun Pass charge - even though I told him I wouldn't be using any tolls - he also failed to help me with setting up my own insurance (Geico) to cover the rental car - the whole process was rushed and when I got the car I asked the other guy at the location that I needed to be refunded and that I didn't know I could use my own insurance - he said to come back in person - which i did at around 9 am on 4/26/25 - the guys at the desk took my insurance information and assured me these charges would come off - and they haven't. I opened up a complaint on 5/12/25 on Easirents website and they came back with that I hadn't tried to reverse the charges within 24 hours - which is not true - I was in there the DAY AFTER to reverse the charges and correct the reservation - they said they will now not refund the money. They are not clear with customers, and they are hiding behind contract signed based on duress and confusion. I have used them previously and this was not an issue - they were helpful and explained the situation clearly - this time it was not clear and the whole process was unprofessional and rushed.

  Business Response

  Date: 05/20/2025

  Mr. ******,

  
  Our Records indicate that you rented a vehicle from us previously on 11/26/2023  rental agreement number PBI-******* and you chose to decline coverage and use your Geico policy # **********

  
  On rental agreement PBI-******* on 4/26/2024 the rental agent did accept t your Geico policy # **********.But you choose to add the Glass and Tire coverage and the Sunpass.

  
  On behalf of Easirent we would like to apologize for the inconvenience you underwent while renting with us.

  
   A refund has been processed by our **************** on 5/20/2025  for the Glass and Tire coverage and the Sunpass in the amount of $273.89. Please allow ***** business days for this transaction to reflect on the credit you use when renting the vehicle. We sincerely apologize for the inconvenience and hope that you will give us the opportunity to serve you again soon.
  
  Because we value our renters, please accept 10% off your next online booking. To claim the 10%, go to **************************** using the discount code [DEQOTR25]. Valid for 12 months. We look forward to seeing you soon.
  
  Kind Regards,
  Customer Service

• Initial Complaint

  Date:05/13/2025

  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.

  I rented a vehicle from May 8th, 2025 to May 12th 2025 via online through Priceline. The amount of the rental was through priceline was $183.21. Upon arrival to retrieve vehicle, more hidden costs were added such as $18 per day for insurance and also a deposit of $250. All this is was verbally said to me and NO PAPERWORK was provided for the extra fees. I was promised a safe and reliable vehicle for my trip. The vehicle I received was not properly maintained. All four tires were flat and the service vehicle soon warning lights were flashing upon receiving. I brought it to the attention of the employee and I was told there was nothing to be done. This presented a serious safety risk and could have resulted in harm or breakdown. I am asking for a full refund as my trip was cut short due to an unreliable vehicle.

  Business Response

  Date: 05/29/2025

  Dear mis Hill ******,

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

  
   A refund has been processed by our **************** on 5/29/2025 for the charges made at the counter at the time of rental in the amount of $137.30. (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.

  Your reservation was made with online with Priceline,  We cannot refund for a charge that was not made in our system.  Please contact Priceline for a refund for the reservation amount. All refunds will be based on Priceline's Terms and Conditions.
  
  Because we value our renters, please accept 10% off your next online booking. To claim the 10%, go to **************************** using the discount code [DEQOTR25]. Valid for 12 months. We look forward to seeing you soon.
  
  Kind Regards,

   

   

  Date: 05/29/2025 2:28:13 PM EDT
  Transaction ID: ***********
  Transaction Type: Card Refund
  Amount: $-137.30

  Customer Answer

  Date: 06/02/2025

   
  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:05/12/2025

  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 Monday may 5 I went to pick up my rental. When I arrived no one was in office so I waited 17 min until I finally went behind counter to knock on office door. The manager did not like that and proceeded to scold me. We had a disagreement on the deposit because there rules say that only local people would be charged $500. I was not local but since I had no plane ticket it was $500. I was supose to have a Buick encore, and it was drove out to the front for me as me and manager had disagreement. Afterwards I told I could not have the buick and was give some ***** with broken door handles and a heavy smell of weed. This was not acceptable but manager said she would just cancel my reservation. I think that was very unprofessional and vindictive. No business should be ran that way

  Business Response

  Date: 05/20/2025

  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 ***** **********, ********, and ****************. Please note the primary renter must be the cardholder and have to present a valid card at the counter. Easirent branches do not accept cash, checks, prepaid cards or gift cards as methods of payment.
  Deposits
  A standard $250 deposit is required on a major credit card for any Domestic Renter.
  Local Renters using a credit card are subject to up to a $500* deposit.
  International renters with a round trip ticket will have a deposit up to $250*.
  The renter must present a valid debit or credit card and the expiration date must be after the rental due date. The cardholder must be registered as the primary driver on the rental agreement. Debit or Credit Cards are not-transferable. The deposit is refundable or released after the end of the rental agreement. (See Debit Card Use section below).
  *Subject to the pick-up location and insurance for the rental.
  Debit Card Use
  Domestic and International Renters: Using a debit card to pay deposit, a Domestic or International Renter must provide verification of return confirmation airline ticket, and an additional ID presented at the rental counter at time of pick up.
  Locals Renters: All Local renters are subject to verification of proof of a current automobile comprehensive, collision and liability insurance policy in the renters name covering injury to third persons or property is required from a primary insurance company. A current utility statement in the renters name and the same address as on the Drivers License, for example gas, electric, cable, etc. must be presented for address verification.
  Local Renters Requirements
  All Local Renters or any renter without a round trip confirmation airline ticket will be required to show: Proof of a current automobile comprehensive insurance, collision and liability insurance policy in the renters name covering injury to third persons or property. In addition, local renters may be asked for a recent (within 3 months of the rental pickup) cell phone bill or other official utility bill matching their respective drivers license address.
  Renters ************************* on official government business, on military leave, or with an approved CID number are exempt from the local renter policy. Failure to show an acceptable policy will result in the rental being declined.
  Local Renter Vehicle Exclusions: Local Renters are limited to renting the following car classes sizes Compact (BA), Intermediate (CA), Full size (DA), Intermediate SUV (DAE), Minivan (MZA) and Van (MX).
  Mileage Cap
  Local Renters are subject to a mileage cap of 150 miles per day for all locations. More mileages are available for purchase.
  $10 a day extra 50 miles a day
  $15 a day extra 100 miles a day
  $25 a day unlimited miles
  Please be advised overage miles for the rental period will be charged at .49 per mile.
  Kind Regards,
  Customer Service
  

• Initial Complaint

  Date:05/12/2025

  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 booked a vehicle through Priceline for a car company called Easirent. I booked a 7 passenger vehicle for a 6 day trip we were taking. When I arrived at the location the staff member proceeded to tell me they did not have a 7 passenger vehicles at the facility. He offered to let us use a 5 passenger vehicle which I was upset with but simply asked him if he or a manager could alter the price to match what a 5 passenger vehicle would be instead of a 7 passenger like I paid for. Roughly 15-20$ a day for 6 days. He said he was the only one there and was unable to make any changes and all changes needed to be made through cooperate and handed me a buisness card. I called the number on there for the past couple months and everyone who answers says they cant make changes it would need to be in the site directly. But if you call the direct store it transfers you to the same line, and they just send you through the loop over and over and never get back to you. The same thing happpends with using their emails it just responds sorry for the inconvirnce we will get back to you and they never do.

  Business Response

  Date: 05/20/2025

  RA:MCO-3734172

  Dear Mr. ********************* appreciate you taking the time to advise us of the incident that occurred at one of our locations. Your feedback is important to us, so we can make the necessary improvements. As a result, we have forwarded your comments onto the Regional Manager to address the staff and provided them with additional training and/or disciplinary action. On behalf of Easirent we would like to apologize for the inconvenience you underwent while renting with us.
  
   A refund has been processed by our **************** on 5/12/2024 for the vehicle size difference in the amount of $60.00.(See Refund Transaction Proof 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,

   

   

  Merchant:
  ************************ 
  Date:
  05/12/2025 9:01:04 AM EDT 
  Transaction ID:
  *********** 
  Transaction Type:
  Card Settle 
  Entry Method:
  Keyed 
  Status:
  Complete 
  Response Code:
  100

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23317770
  
  I am rejecting this response because:
  This took nearly a month, and me contacting bbb to get a response from your company. This was not the first time your company has done this. Every person I spoke to had the exact same lines to say and every time you call the direct store it forwards you to the cooperate number. Then the person who picks up at corporate says this can only be resolved in person or by talking to the branch directly. I did receive 60$ back from your company but to see if you fixed the problem I tried calling and the same thing happened. So no problems have been fixed. So I do not believe you care or will change but did this solely due to me contacting the BBB. Also 60$ is about half of what you should have refunded me. The difference on your site between a 7 passenger vehicle and a 5 passanger vehicle is between 15-20$ a day and I rented for 6 days. So I should have been refunded between 90-120$. Also your company made a potentially big mistake not holding a proper vehicle for a reservation you took which most companies to make a costumer whole would have gave them a further discount, instead you gave me a bare minimum discount and a 10% off coupon to a company that I would and never will trust or recommend. This is why I think this is a laughable attempt to correct your mistakes, and believe you are a very shady company. 
  Sincerely,
  
  ******* **********

  Business Response

  Date: 05/20/2025

  Dear ********************************* 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

• Initial Complaint

  Date:05/11/2025

  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.

  After numerous phone calls and emails by myself and Allstate Easinet has not provided a Final Rental Invoice for all Dates of Service March 3rd-March 28th for renter ****** *************** final invoice must include all dates and charges totaling $2,158.97 to allow for ******** to reimburse me. ******** will not reimburse me for these charges until the proper documentation is provided for my rental from Easinet. As you can imagine an unexpected out of pocket expense for $2,158 for an accident which I was not at fault for has placed a hardship on **** believe several rental agreement numbers were issued, as the rental was extended several times as the repair shop took longer then expected to repair my vehicle see below: ******* ******* ******* ******* ******* ******* ******* ******* ******* ******* ******* I am requesting assistance to get ******* to provide me with the final rental invoice for all Dates of Service March 3rd-March 28th for renter ****** ***** *** that will be accepted for reimbursement by ******** as soon as possible.

  Business Response

  Date: 05/20/2025

  Mr. *************** you for contacting Easirent. Please accept our apology for the delay in responding to your inquiry. 
  Our rental system does not allow us to print out one invoice because you extended your rental 12 times. Every time you extend the system creates a new contract number then charges your credit card on file for the extension charge.  The BBB system will not allow me to  Attached all of your rental agreements the file is to large  I have highlighted the *** number, dates of rental and amount paid. I have emailed them to you directly at ******************************* You can use this to send to Allstate.
  Once again, I sincerely apologize for the inconvenience.
  Kind Regards,
  ********* ******

• Initial Complaint

  Date:05/06/2025

  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.

  A car rental through Travelocity for Easirent Car Rental in AZ was secured and charged on 4/14/25 for ******. When we arrived, we were told "there are no cars," and several people were angry and in front of us, yelling at the customer service representative who was laughing. No one showed up for work, and the cars they had on-site could not be rented because they "came back damaged." They took us on the bus back to the airport in *******, and told us to call Travelocity for the refund. Travelocity then stated that "to start the refund process, we had to pay $150 to cancel the rental" because it is their policy. With no other recourse, we paid the $150 to hopefully get the full refund back and then attempt to get the $150 back because if they had cars we would not have canceled. This is insane. I received an email today from Travelocity that said they would not be able to provide the refund because they are not able to rectify the situation with Easirent. We are now out a total of ****** for a car that we were unable to rent!

  Business Response

  Date: 05/08/2025

  Dear Ms. **************** records indicate you had a prepaid reservation through a Booking Agent -Travelocity. Because you paid for the reservation online with a booking agent,we cannot process a refund because we do not have your credit card on file.Please contact the booking agent and advise them of the issue, so that they can determine if a refund can be issued based on their Terms & Conditions. 
  
  Because we value our renters, please accept 10% off your next online booking. To claim the 10%, go to **************************** using the discount code [DEQOTR25]. Valid for 12 months. We look forward to seeing you soon.
  
  
  Sincerely,
  Customer Service

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23295236
  
  I am rejecting this response because: Travelocity contacted me via email to state they could not quit getting in contact with anyone from easy rent in order to settle this issue. They tried multiple times.
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 05/20/2025

  Dear Ms. ************* records indicate you had a prepaid reservation through a Booking Agent -Travelocity. Because you paid for the reservation online with a booking agent, we cannot process a refund because we do not have your credit card on file. Please contact the booking agent and advise them of the issue, so that they can determine if a refund can be issued based on their Terms & Conditions.  
  
  Because we value our renters, please accept 10% off your next online booking. To claim the 10%, go to **************************** using the discount code [DEQOTR25]. Valid for 12 months. We look forward to seeing you soon.
  
  
  Sincerely,
  Customer Service

• Initial Complaint

  Date:05/05/2025

  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 initiated a complaint with Easirent within 12 months of the car rental.Summary of Complaint to Easirent April 23, 2024 Rental Experience On April 23, 2024, I had a highly frustrating experience with Easirent at *************. After arriving, several customers and I waited nearly an hour for the shuttle, which never came. Multiple calls to the location and reservation line went unanswered. Eventually, we took a public bus and walked the remaining distance to the rental ********* the location, I was informed that my reserved fuel-efficient vehicle was unavailable and was instead given a gas-inefficient Jeep. Shortly after leaving, I discovered the Jeep had a severely underinflated tire with only 10 PSI.The next morning at our hotel in **********, the Jeep wouldnt start. Repeated attempts to contact Easirent customer service again went unanswered. I eventually located a website in the vehicle's paperwork to request roadside assistance. After hours of waiting, the technician arrived but was unable to jump-start the vehicle and stated it needed towingthen left us stranded. Still unable to reach Easirent, I called AAA. Their technician successfully jump-started the Jeep and noted the previous tech likely didnt understand how to start a dual-battery Jeep.After returning the vehicle and waiting again, we finally received a replacement, but by then, most of our first vacation day was lost. Just before ******* helped us, two other customers were voicing complaints, and he responded by using profanities at them. The only positive aspect was that he was helpful and respectful to us during our returning of the jeep.Due to the repeated lack of communication, vehicle issues, and overall disruption to our plans, I requested a refund and offered to provide documentation including call logs, receipts, and service records.Easirent responded with an apology and a 10% discount code, no refund offer, and that no new tickets can be opened regarding this matter.

  Business Response

  Date: 05/08/2025

  Thank you for taking the time to inform us of your recent experience at *************. I apologize for the inconvenience you underwent while renting with us. Renter satisfaction is a priority,and it is unfortunate that you had to wait longer than expected for our shuttle service.  Shuttles should be running continuously during our hours of operation from the Airport to our location. The average waiting time is between 15 to 20 minutes. In occasions, the waiting may take longer depending on a variety of factors and might vary from ride to ride,airport to airport.  These include unpredictable factors as traffic, inclement weather, etc. We also advise our customers to review the pickup procedure contained on the rental confirmation for collection instructions.
  
  Our records indicate you had a prepaid reservation through CarTrawler and paid them directly, so we cannot process a refund our end. Please contact CarTrawler and advise them of the issue, so that they can determine if a refund can be issued based on their Terms & Conditions. Thank you for choosing Easirent.
  
  Sincerely,
  Customer Service

• Initial Complaint

  Date:05/05/2025

  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 am filing a complaint regarding a serious issue involving the vehicle rental company Easirent (ER Travel LLC DBA Easirent), located at ********************************************************I rented a vehicle from this location and returned it on Monday, April 28, 2025, at approximately 3:00 PMduring their normal business hours and well in advance of the scheduled return time. At the time of return, a man who identified himself as an Easirent employee told my wife to park the vehicle in their lot and leave the key inside the car. We followed these instructions in good faith. A friend was also present and can confirm this interaction.Easirent did not log the return. On May 1, they informed me the vehicle was missing. I immediately filed a police report. The official case number is 056438725-e. The next day, the police recovered the vehicle and arrested the person in possession. I informed Easirent, and they still attempted to hold me liable, even though the vehicle disappeared after I followed staff instructions. Easirent has not issued a final invoice or acknowledged the return in writing.This company failed to provide clear return instructions, posted no visible signage, and did not include return procedures in their rental contract. Their mismanagement led to unjustified blame and an attempt to hold me liable, even though I returned the vehicle as instructed, during business hours, with a witness present.I would appreciate BBBs assistance in helping Easirent acknowledge the return properly, stop pursuing this unfounded liability, and provide written resolution for the record.

  Business Response

  Date: 05/08/2025

  Mr. *********** have read your comments and investigated this complaint. This branch is located at the ******************. Which is in the back of the building. You stated: At the time of return, a man who identified himself as an Easirent employee told my wife to park the vehicle in their lot and leave the key inside the car. We are not sure who spoke with you, but our employees are trained to never leave keys to a vehicle in a car unsecured.
  
  Page 2 Column 1 States:
  4. Responsibility for Loss or Damage to the Vehicle.
  (a) Regardless of fault, Renter is responsible for all loss of or damage to the Vehicle, including but not limited to mechanical damage,vandalism, weather, road conditions, acts of nature and diminution of value;except for
  ordinary wear and tear.(b) Your responsibility will not exceed the greater of: (i) the retail fair market value of the Vehicle, or,(ii) the depreciated capitalized value as determined by the manufacturer at the time of loss or damage and under either
  alternative, less salvage value plus actual towing, storage or impound fees, and where permitted by law and administrative charge,diminution of value and a reasonable charge for loss of use.(c) If Renter purchases the Physical Damage (PDW) (which is not insurance) at the beginning of the rental and if the Vehicle is used as permitted by this Agreement, Lessor will not hold Renter responsible for loss of damage to the Vehicle, including loss of use.
  
  Per the Terms & conditions of the Rental Agreement the renter is fully responsible for the vehicle.
  My investigation shows you reported the vehicle stolen and it was recovered by the police.  The driver was arrested.  The driver is not an Easirent employee. Two tires were damage but we did not charge you for the damage.
  A refund has been processed by our **************** on 5/8/2025 for the Deposit that was held in the amount of $500.00. (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.
  
  
  Kind Regards,
  Customer Service
  
  Transaction Information
  Merchant: ************************ - (***************, **)
  Date: 05/08/2025 12:38:16 PM EDT
  Transaction ID: ***********
  Transaction Type: Card Refund
  Amount: $-500.00
  Entry Method: Keyed
  

• Initial Complaint

  Date:05/01/2025

  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.

  On Feb. 19th I arrived in ************, **. I had reserved a car rental from Easirent and during the pick-up the lady at the counter asked me if I wanted to activate the toll pass. The cost was $*****. I asked her if I needed one to go from ************ to my destination in **. *********. She said she didn't know but if I went through a toll without activating the pass it would be ***** for every toll. I did a quick ****** search and it showed there could be some tolls so I accepted the ***** charge as I did not want to pay ***** each toll. ********************* was a 45 minute drive from the rental car. You would think the counter person would have known the answer and not someone like me from out of town. After obtaining the car we went right next door to get something to eat as we were very hungry. In talking with the waiter we told him we were going to ********************* and I asked if we would encounter tolls. He told us no. After eating and within 45 minutes I went back to Easirent to tell them I wanted to cancel the toll pass as I was informed we would not need it. The same lady at the counter said she would have to discuss with her manager and would let us know when we returned 5 days later. When the time came to return the car the same lady was behind the counter. I asked about refunding the ***** and she said she would have to send an email to her manager, that she had not talked to him. She sent an email and copy to me stating I was requesting a refund and that it was requested within 24 hours of the contract. It was really 45 minutes later. I never heard anything from them and started making phone calls. Each time I was told I needed to speak to ******* at the branch location and they would not give me contact information for the corporate headquarters. For 3 days in a row I called and left messages for ******* with no return call. One call I was informed ******* was ready to refund my money and to call him at 8am the next day. Still no *******.

  Business Response

  Date: 05/08/2025

  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 Regional Manager of *************, to address the staff and provided them with additional training and/or disciplinary action. On behalf of Easirent we would like to apologize for the inconvenience you underwent while renting with us.
   A refund has been processed by our **************** on 5/8/2025 for the TOLLS/SUNPASS in the amount of $77.97. (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 claim the 10%, go to **************************** using the discount code [DEQOTR25]. Valid for 12 months. We look forward to seeing you soon.
  
  Kind Regards,
  Customer Service

   

  Transaction Information
  Merchant: ************************ - (***************, **)
  Date: 05/08/2025 9:45:01 AM EDT
  Transaction ID: ***********
  Transaction Type: Card Refund
  Amount: $-77.97
  Entry Method: Keyed

  Customer Answer

  Date: 05/08/2025

   
  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,
  
  ***** *****