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:05/01/2025

  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 book a flight to west palm on Frontier who offered a car rental with Easirent so I purchased both. Easirent had offered additional perks, one being a Florida Toll Package. This cost $50 a day. I politely said no thank you, that I would only be traveling two separate days and would drive the slower lanes on the right side avoiding toll lanes and tolls. They said no problem. Now *** received several emails to pay the penalty for not accepting this offer of their Toll package plus tolls they say I incurred. Totalling $44. While this money amount is not the end of the world I have written several times to dispute yet they ignore me and send more invoices for $44. Please advise if this is legitimate and on the par of good business. Their account number they claim is my account number with them is *******

  Business Response

  Date: 05/08/2025

  We appreciate you taking the time to advise us of the incident that occurred at one of our locations. Our Toll Options is one of our most popular options that renters chose to avoid Toll Fees after the vehicle is returned.
  
  After further investigation I found that you signed Declining our optional ************* If Accepted- 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 vehiclesplates are already registered under the Sunpass program.
  
  Per your signed Rental Agreement, you declined the Toll Option. By declining the toll option, the renter accepts full responsibility for all Tolls,violations and fees.
  
  RENTAL AGREEMENT TERMS AND CONDITIONS
  
  PAGE 1 UNDER INSURANCE DETAILS (RIGHT COLUMN)
  N TOLLS
  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 admin fee plus the toll. Toll violation max admin fee $25 per day.
  
  Page 2 Paragraph 5 States:
  5.Payment of Charges. If Renter directs the charges to be billed to someone else or to a credit card, Renter represents and warrants that ****** is authorized to do so. If ****** uses a credit card to pay for charges. RENTER AUTHORIZES LICENSEE TO RESERVE CREDIT AND TO PROCESS AND APPROPRIATE VOUCHER WITH THE CARD ISSUER for all estimated charges at the time of the rental, for all additional charges at the completion of the rental and for corrected charges upon audit and notification by Lessor. If the person or organization Renter directs us to bill fails to pay the charges when due, Renter will pay Lessor on demand all amounts uncured as a result of the rental transaction including but not limited to the following: (a) All time and mileage charges as computed on the Agreement with mileage determined by reading the Vehicle odometer or hub odometer; (b)All charges for taxes, permits, service and equipment, excessive wear and tear,lost keys or keys locked in the Vehicle, and optional PDW or insurance products when purchased; (c) A refueling charge at the rate specified on Page 1, if Renter does not purchase fuel from Lessor at the beginning of Renters rental (Fuel Purchase Option), and Renter returns the Vehicle with less fuel than when Renter received it. The rental rate doesnt not include fuel; (d) All fines,penalties, forfeitures, attorney fees (unless prohibited by law), court costs and out-of-pocket expenses incurred by Lessor unless due to Lessors fault; (e)All charges related to loss of or damage to the Vehicle as specified in this Agreement
  
  
  This policy is the standard in the rental car industry.
  
   The state toll authorities can take up to 6 months to process and send toll violations to the rental car companies toll processor. Most toll authorities send violations within one (1) month of the toll violation.  Easirents toll processor is ******************* (GTS). *** will charge the credit card on file that was used to at time of rental the cost of the tolls and fees.  If the credit card used to rent the vehicle declines, *******************s will email the renter an invoice for payment due. Most renters pay GTS the amount due directly.
  
   If the renter does not pay the invoice due,GTS will advise Easirent of the due amount. Easirent will then try and charge the renter credit card again.  If the credit card still declines, then the amount due will be sent to a collection agency.
  
  I hope I have answered all your concerns. 
  
  Kind Regards,
                                  Customer Service
  

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23275217
  
  I am rejecting this response because:
  
  while the toll package may be popular many, including myself, feel it is overpriced at $50 daily for my 6 day trip that I would have used one time round trip. With that said your ratings will continue to be poor. Expect your $44 as a gift and an honest rating with my experience on how it feels being told the same thing over and over from your company 
  Sincerely,
  
  **** *********

  Business Response

  Date: 05/08/2025

  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

  Customer Answer

  Date: 05/08/2025

  I am trying to pay your company $44 however you have neglected to state that a payment link was necessary for me to send a payment. I do not live anywhere near an Easirent I was traveling when I was near your offices. So please send me this payment link so I can willingly pay you $44 

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

• Initial Complaint

  Date:04/29/2025

  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 am submitting a complaint against ************************** for deceptive practices, misrepresentation of terms, and refusal to issue a refund despite clear grounds.On 4/19/25, I visited ************************** to reserve a rental car. Before booking, I called customer service to confirm insurance requirements and any additional fees. I was told only a $25 insurance purchase at the counter would be necessary and that no other conditions applied. Trusting their word, I completed the reservation online.Immediately after booking, I discovered a requirement for proof of a Dallas address, which I could not provide as I was staying with a friend. I called customer service again and was told it would not be an issue; however, I was also informed that third-party insurance was now required, completely contradicting what was originally communicated.Despite doing my due diligence before booking, I was misled at every step. I requested a refund. The representative refused, falsely claiming to have spoken to a manager who denied the request. Upon arriving at the ****** location, I was informed no manager was present, confirming the ******************** the rental site, I faced additional undisclosed charges despite prior assurances. The staff were dismissive and unprofessional. I was forced to choose between paying over $300 for a two day rental or forfeiting my $83 prepayment. I declined due to these unethical practices.Repeated calls to customer service yielded no assistance. On my final call, the representative stated no supervisor was available and ended the conversation by telling me to "call your attorney" before hanging up.Easirent engaged in:Bait-and-switch pricing, Misrepresentation of terms, Unprofessional conduct.I respectfully request a full refund of $83 and that Easirent be held accountable for its business practices.

  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 RESERVATION in the amount of $82.66. Please allow ***** business days for this transaction to reflect on the credit you use when renting the vehicle. (See Proof of refund below) 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 9:07:55 AM EDT
  Transaction ID: ***********
  Transaction Type: Card Refund
  Amount: $-82.66
  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,
  
  ***** ******

• Initial Complaint

  Date:04/24/2025

  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.

  I picked up my car April 13 and returned the car April 18 ( 5 day rental. - Easirent *************************************************************** ) and asked for a receipt. I was told it would take an hour. I was late for a flight and they said they would email me a receipt. After multiple phone calls ( April *********** ) I still have NOT received a receipt or confirmation my security deposit ( ******) is being processed...? There were two team members who tried to help, but the Easirent office was woefully understaffed and overwhelmed . I do not have supporting documents since it is my return receipt that I am requesting.I appreciate your help,Sincerely,*** *******

  Business Response

  Date: 05/05/2025

  Mr. *******,

  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. 

  Per your request I have attached a copy of your credit car receipts.

  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

  Customer Answer

  Date: 05/06/2025

   
  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,
  
  *** *******

  Thank you BBB for your help in resolving this case . I appreciate your efforts ! Easirent thank you for your attention and follow through. I want to reiterate the 2 women who helped me did their best under the circumstances. It was not the staff it was not having enough staff.

  Have a safe summer to all.

• Initial Complaint

  Date:04/23/2025

  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.

  a black 2025 Malibu with VIN ***************** and Florida tag BT58JM, was involved in a car accident on March 15, 2025, in *********, **, on ****************. rental contract *******. The driver of the rental was found to be at fault. I have made multiple attempts to reach their claims department with no response at all. The easirent office never picks up their phone and im not sure anyone is ever there. I need their claims **** to respond and handle the damages to the our insureds vehicle.

  Business Response

  Date: 05/05/2025

  Mr. *****,

  I can see in the Rockport Auto Claims system they have spoken with you and are pending a police report.  Please contact:

  ****** *****

  Claims Manager

  ****** ***** <*********************************************************>

  PO BOX 2477
  *********************
  ************

• Initial Complaint

  Date:04/18/2025

  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 online with this company. The car was to be picked up on March 13 at 11PM. No where in the rental contract or agreement was there any information about the rental company closing at 11PM. I tried calling them multiple times with no answer that evening once we arrived. The flight although leaving on time arrived late as we had to wait for air Marshalls upon arrival. Called on March 14 to cancel reservation and was informed they would cancel and refund. Waited 2 weeks no refund, called March 28 and they resubmitted and said would get it in 7-10 days. Waited two more weeks and called again on April 11 still no refund. Called again a week later on April 18 and was told I am not getting any refund because I didnt call and cancel before my reservation.

  Business Response

  Date: 04/23/2025

   

  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 reservation the amount of $264.72. 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: 04/23/2025 9:20:32 AM EDT
  Transaction ID: ***********
  Transaction Type: Card Refund
  Amount: $-264.72

• Initial Complaint

  Date:04/16/2025

  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.

  To whom it may concern, I rented a vehicle through *********** for a trip I was taking to *****. My CC was charged on 4/5/25 in the amount of $252.53. I booked the vehicle for the dates of 4/8/25 through 4/10/25. We arrived to Easirent just after 2pm. After a long time in the office of Easirent signing paperwork I was issued the key to the car around 2:38pm. I walked outside with the agent and she handed me the key to a black ***** Traverse. The vehicle was filthy. And had several door dings, and white scratches on the passenger side (back door). For my protection before I opened the door to the car I took several photos and videos of the car (which are time stamped) and told the representative I needed this documented. She said ok.A few days later I returned the car on 4/10/25. The Manager on duty ***** went out to inspect the car. He came back into the office and asked me to fill out an incident report. I was unclear why? I asked him. His response was the damage to the passenger door. I immediately showed him my phone and ipad photos and videos from the previous 2 days. He would not accept them. It became a shouting match in the office. Where I became extremely frustrated that I was being accused of damaging the car, when I had several photos of the car before I took possession of it. Now I am seeing they are charging my card for additional money. I am kindly requesting the charges be reversed. Please see photos that are all time stamped with dates. Thank you *** ********* ************

  Business Response

  Date: 04/23/2025

  Ms. *********,
  
  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.

  
  We do not show that you were charged for damages to the vehicle.  The charges were for your reservation, fuel and tolls.
  
  $252.53 was for your reservation with -*********** for your reservation on 4/8/2025 $153.41 was a fuel charge because you returned the vehicle Empty charged on 4/10/25
  You also declined the Toll option and were charged Tolls and Fees $30.58 on 4/20/2025

  
  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

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23215920
  
  I am rejecting this response because: if you look at my debit charge you see a charge for fuel. Where I topped off the tank. See date. The toll was $1.84 and youre charging $30? A complete scam. I did not cause damage to the vehicle where ***** Mngr tried to accuse me of. I did turn it car with a full tank. Complete scam of a company 

  Sincerely,

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

  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 4/28/2025 in the amount of $133.40. Please allow ***** business days for this transaction to reflect on the credit you use when renting the vehicle. No claim has been file against you for the damages of the vehicle. We do show the toll company has charged your credit card $30.58 for running a toll while renting. 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

  Customer Answer

  Date: 05/09/2025

   
  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,
  
  *** *********

  Thank you BBB! I appreciate you help with this. I appreciate them acknowledging their mistake also

• Initial Complaint

  Date:04/14/2025

  Type:Billing 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.

  Date of car rental is 12/26/2024 Rented a car from 12/26 - 1/5/2025 I have included my final receipt for $353.86 I was charged $719.18 in error and have been promised a refund $440.32 on my credit card ending in 8910 See details below:Please issue a credit for the overcharged amount of $440.32.Attached is the documentation for the car rental cost confirmed by ***** ******** and ****** of EASIRENTCOM. I have attached all the documents that was required to sign at the time of the car rental. The amount charged on 12/27/2024 of $719.18 is incorrect. I returned to the rental car facility on 12/27/2025 to bring the error to ****** attention ($794.18 charge on my credit card). She assured me I would receive a credit for the $440.32 charged in error in 3 business days or less. I have reached out to the ********, ****** and ***** multiple times to resolve the overcharged amount with the same promise to issue the credit of $440.32, the amount charged in error. Of course, the amount of ($440.32) was never issue to my credit card ending in 8910. Attached is the rental agreement with my signature for $353.86 Please contact me if you need any additional information.

  Business Response

  Date: 04/23/2025

   

  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 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 4/23/2025 in the amount of $440.32. 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

   

  Date: 04/23/2025 8:51:31 AM EDT
  Transaction ID: ***********
  Transaction Type: Card Refund
  Amount: $-440.32

  Customer Answer

  Date: 04/25/2025

   
  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:04/12/2025

  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.

  We rented an Easirent car through Expedia on 3/28/25 for a 9pm pickup at the ************************* location. Our plane landed around 9:15pm, then it took us a bit to get the shuttle to the car rental center and then it took us until 9:45pm to locate the unlit area where we were supposed to wait for the Easirent off-airport shuttle. This was our first time using Easirent and we found they operate very differently than most (if not all) rental agencies and not in a good way. After waiting for the shuttle for approx 10 minutes in the dark, I called Easirents DFW office at 9:58 and heard the message that a shuttle should be around every 15 minutes. I chose the prompt to receive a text message indicating shuttle status. Received a text that indicated the shuttle tracking was currently unavailable. I called the Easirent DFW office again at 10:03 and I told the employee who answered that we were waiting at the shuttle pickup area, but he said the shuttle was done for the night and the office closed at 10pm. I asked if i could speak with someone about cancellation and he said I would have to call back in the morning. We were stranded at the airport and needed a car, so I went with another agency. The next day (3/29/25) I called the Easirent DFW office to request a refund. Long story short, I was bounced between Easirent and Expedia then back to Easirent, at which point the Easirent Branch Manager rejected my refund request because in their view I was a "no-show". I filed a dispute with Easirent via their customer service website, but it was rejected a few days later for me being a "no-show". I admit being 45 minutes late for a rental pickup, but in this day and age, that doesn't seem unreasonable. However, not having a shuttle to pick up waiting customers 15 minutes before closing then calling the customer a "no-show" and charging full price is unreasonable.I paid Expedia who paid Easirent for a 5 day rental that never happened. I am requesting a full refund.

  Business Response

  Date: 04/23/2025

  Dear Valued Customer,

  
  I have not been able to find a reservation for ********* *******.

  
  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

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23196377
  
  Easirents response indicated they could not find my reservation history based on the info I provided in this complaint.  I am now providing the exact details they have requested, even though I had provided most of this info already.

  Rental Number:

  Per my original complaint, I made this Easirent reservation through *******. All i have is the Experian Itinerary number: 73055855682273

  Rental location: Again, as i mentioned in my original complaint it was at the **************************

  *******************
  ******, **  75061
  *************

  Pickup Date: 3/28/2025

  Return Date: 4/2/2025

  Rental Price: $259.04

  Rental Insurance: $60

  Driver Full Name as on Drivers License:

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

  I believe that should answer all their questions and should allow them to find my rental reservation in their system.

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

  Business Response

  Date: 05/08/2025

  ****2ND REQUEST FOR MORE INFORMATION******

  Dear Valued Customer,
  
  I have not been able to find a reservation for ********* *******. 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

  Customer Answer

  Date: 05/09/2025

  Complaint: 23196377

  I am rejecting this response because you have not been able to even locate my rental agreement that I'm complaining about.  I am submitting the informatoin again which I already submitted a couple of weeks ago (April 24, 2025).

  First off, you state in your comments that you can't find anything listed for ********* *******.  My name, as is shown on this BBB complaint and on all my comments to you is "*********** *******".

  Here are other answers to your questions about my rental.

  Rental Number:
  Per my original complaint, I made this Easirent reservation through Expedia. All i have is the Experian Itinerary number: 73055855682273
  

  Rental location: Again, as i mentioned in my original complaint it was at the **************************
  635 ****** Dr
  ******, **  75061
  *************
  

  Pickup Date: 3/28/2025
  Return Date: 4/2/2025
  

  Rental Price: $259.04
  Rental Insurance: $60
  

  Driver Full Name as on Drivers License:
  *********** *******
  

  I believe that should answer all their questions and should allow them to find my rental reservation in their system.
  
  Sincerely,
  
  *********** *******

  Customer Answer

  Date: 05/09/2025

  
  Complaint: 23196377
  I am rejecting Easirents response a second time because they apparently are not fully reading my complaint and are using the wrong name to look up my rental agreement.

  I am submitting the informatoin again which I already submitted a couple of weeks ago (April 24, 2025) and most of which I submitted on my initial complaint several weeks ago.

  First off, in Easirents response they state in their comments that they can't find anything listed for ********* *******.  My name, as is shown on this BBB complaint and on all my comments is "*********** *******".
  

  Here are other answers to their questions about my rental.
  Rental Number:
  Per my original complaint, I made this Easirent reservation through Expedia. All i have is the Experian Itinerary number: 73055855682273
  
  Rental location: Again, as i mentioned in my original complaint it was at the **************************
  *****************************************  75061
  *************
  
  Pickup Date: 3/28/2025
  Return Date: 4/2/2025
  
  Rental Price: $259.04
  Rental Insurance: $60
  
  Driver Full Name as on Drivers License:
  *********** *******
  
  I believe that should answer all their questions and should allow them to find my rental reservation in their system.  

  My request is that they refund the full amount of my rental.  Getting the insurance refunded would be nice as well, but I believe that may be out of their hands.
  
  Sincerely,
  
  *********** *******

  Business Response

  Date: 05/20/2025

  Dear Mr. *******.

  
  Your reservation with Expedia is under ***** ******* Confirmation #: US160325278558CH

  
  Our records indicate you had a prepaid reservation through a Booking Agent -Expedia.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.Thank you for choosing Easirent.
  
  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: 05/30/2025

   
  Complaint: 23196377
  
  I am rejecting this response because:
  

  Easirent does not appear to be honest with their handling of my BBB complaint.  Per their most recent response in this BBB complain, Easirent states "Our records indicate you had a prepaid reservation through a Booking Agent -Expedia. 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.". 

  In this statement, Easirent seems to be saying they'd like to issue a refund, but can't due to not having my credit card on file and then tries to pin the responsibility on to Expedia by telling me to contact them and see if they can process a refund for me. 
  

  Well, I did reach out to Expedia on 5/23/25 and explained the historical points of this BBB claim to them, along with Easirents response to the BBB complaint with a hint that a refund was actually possible.  The matter was escalated within ******** customer service ranks and they agreed that a return made sense, but the ultimate decision would come down to Easirent.  That confused me a bit, but I went along with it.  A couple of days ago, Expedia reached out to me via email and phone, and in my final conversation with them today (5/30/25), Expedia said they had reached out to Easirent and requested a refund for me.  Unfortunately, Easirent rejected Expedias request and their reasoning was:  "due to the customer (i.e. me) being a no-show".  I explained to Expedia, yes I was 45 minutes late to pick up my car on 3/28/25 (due to a later than expected airline arrival), but I was at the Easirent pickup spot 15 minutes before they closed and made several phone call attempts to reach their office that evening.  They left me stranded during their normal business hours, and now instead of showing some understanding of the situation and taking some responsibility, they are going back to considering me a no-show.   

  So this put me back to square one, but also, more confused now than when I first registered the BBB complaint.   Easirent is obviously stalling and throwing up smoke screens left and right.  Easirent gives one answer to me (which gets logged in the BBB conversation a couple of weeks ago), then behind the scenes gives a comletely different answer to Expedia (and hence me) today.

  They appear to be operating extremely shady and I'm hoping the BBB can once again step in and help with this matter.  I'll continue to press on this one out of principal and will make sure every person I know has heard this story of how Easirent treats their paying customers even when in the middle of a valid BBB complaint.  Hopefully, this escapade will help Easirent change their ways and will provide some hope for other Easirent customers with similar issues.

  **********************- Is this bad press and BBB exposure really worth it to you all?  $290 and showing a customer you stranded a little respect should not be this hard.

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

  Business Response

  Date: 06/06/2025

  Dear Mr. *******.
  
  Your reservation with Expedia is under ***** ******* Confirmation #: US160325278558CH
  
  Our records indicate you had a prepaid reservation through a Booking Agent -Expedia. 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. Thank you for choosing Easirent.
  
  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: 06/06/2025

   
  Complaint: 23196377
  
  I am rejecting this response because:
  

  Easirent sent me the same response I already rejected 2 weeks ago, which states "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.".  As I mentioned in my previous rejection of Easirents response, I did contact Expedia (the booking Agent) and they indicated that my request seemed reasonable and they reached out to Easirent directly to fulfill the refund.  Expedia got back to me and said that Easirent refused the refund due to me being a no-show (in Easirents opinion), which I have explained over and over to the contrary.  During their direct communication, Easirent did not mention to Expedia they couldn't refund because of a lack of credit card.   So, Easirent is not being truthful here in their response to this BBB complaint claim.  Disgusting.

  In a nutshell, Expedia is saying they would honor a refund, but need Easirent to refund them first.  I totally understand that.  Once Easirent processes the refund to Expedia, Expedia would in turn apply that credit to my credit card (*which Expedia has on file). It doesn't seem that difficult and this whole matter goes away.

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

  Business Response

  Date: 06/06/2025

  Dear Mr. *********** style="color: rgb(0, 0, 0); font-family: proxima-nova, Verdana, sans-serif;">
  Your reservation with Expedia is under ***** ******* Confirmation #: US160325278558CH
  
  Our records indicate you had a prepaid reservation through a Booking Agent -Expedia. 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. Thank you for choosing Easirent.
  
  Because we value our renters, please accept 10% off your next online booking. To claim the 10%, go to **************************** using the discount code [DEQKLKR25]. Valid for 12 months. We look forward to seeing you soon.

  We take our renters concerns seriously and value your experience with our company.  We have explained you must go back to your booking agent for a refund. 
  
  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.
  
  
  Sincerely,
  Customer Service

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23196377
  
  I am rejecting this response because:
  

  Excuse me Easirent, but this is not closed.  I did what you requested already and Expedia is willing to give a refund, BUT when they called you to have you return my money to them first, you refused.  Now, you are throwing Expedia under the bus and lying to me in this BBB complaint.   Shameful again.

  It seems as though you aren't reading my entire responses to you.  I literally have done what you asked for and this is completely on you as a company to issue the refund to Expedia who will then issue the refund to me.

  It's not over.  Next step, will be an attorney and probably class action based on what I've been reading online about your crooked ways and trail of unhappy customers.

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

  Customer Answer

  Date: 06/06/2025

  If Easirent is willing to compromise, I would be amenable to having 4 of the 5 days rental charges refunded to me (or Expedia) instead of all 5.

  Business Response

  Date: 06/10/2025

  Dear Mr. *******.
  
  Your reservation with Expedia is under ***** ******* Confirmation #: US160325278558CH
  
  Our records indicate you had a prepaid reservation through a Booking Agent -Expedia. 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. Thank you for choosing Easirent.
  
  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:04/10/2025

  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 2nd, I rented a vehicle from Easirent in *******. Upon pickup, I was denied a damage report form and told not to worry about it despite visible exterior issues. Moments after driving, the car shook violently on the highway. I immediately took it to a tire shop where they found three tires were from 2024, but one was a dangerously bald 2021 tire with the steel belt exposed. The mechanic deemed the vehicle unsafe to drive and a severe safety risk.I contacted Easirents customer service ********************* who instructed me to tow the vehicle. I asked what to do without a replacement car and received no guidance. When the tow truck arrived, I asked them to wait until I secured a ride, but Easirent instructed them to leave immediately, stranding me in the heat for two hours.I was told the branch manager, *******, would call me he never did. I went to the office in person and refused to leave until someone addressed my refund. After 2 hours, staff put me in touch with ******* *****, who confirmed via email I would receive a full refund. However, over a week later, I was told the car was never returned despite photo and tow confirmation.I have tried calling the office over 80 times, and was told they ignore the phone because they assume its a shuttle request. Ive called Patricks personal number over 20 times with no response. Ive emailed him and Easirents customer support team repeatedly.This experience wasnt just bad customer service it was gross negligence and a public safety risk. Easirent put my life in danger, failed to deliver a replacement vehicle, left me stranded, and continues to withhold my refund.

  Business Response

  Date: 04/23/2025

  Dear Valued Customer,
  I have not been able to find a reservation for ******** ******,

  
   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:04/09/2025

  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 booked a vehicle online with Easirent on 2/21/2025 for the pickup day of 2/28/2025 at 5:30pm and drop off on 3/2/2025 at noon. As our flight landed we waited outside for the driver of the rental company to pick us up. He picked us up and we arrived at Easirent. When we arrived there were two other families waiting for vehicles as well. I walked in and asked the lady for my vehicle as I had already pd full price online and my pickup time was 5:30PM. The lady ***** stated that there were no vehicles and they didn't know if they would be getting any. She stated she could cancel my order due to no vehicles available. She told me to call ************** so they can issue me the full refund. I called at 5:54pm. The person that answered the phone said he needed to wait on the lady to submit the cancelation due to no vehicles so that he can issue my refund. After several minutes on the phone he processed my refund and I had to go elsewhere to get a rental. This place has now tried to recharge my CC for the amount I was refunded saying I did not cancel before my pick up time. How was I supposed to know they would not have the vehicle I had already paid for a week before and there was no vehicle available for pick up. This is fraud for them to still take my money without having a car for me to pick up! BOOKING# US21022539366 AMOUNT-$78.49

  Business Response

  Date: 04/23/2025

  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 **************** 4/23/25 for the Reservation in the amount of $78.49. 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

   

  Date: 04/23/2025 8:23:06 AM EDT
  Transaction ID: ***********
  Transaction Type: Card Refund
  Amount: $-78.49