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:04/09/2025

  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.

  "We have received a complaint from a customer regarding their recent experience with Easirent. The customer reported the following issues: They waited 40 minutes for the shuttle to the branch. Upon arrival, the representative was reportedly engaged in inappropriate conversation. The customer was pressured to sign the ********************** agreement without being shown the contract or the total cost. They were simply handed the key and told to locate the car themselves, which they found in a different parking area. Upon picking up the car, the tire pressure was low. When they returned to the branch, no vehicles were available for a swap. The car was very dirty and unprepared, so the customer had to wait while the representative cleaned it. However, when they received the car, it had a strong air freshener smell, and they had to open the windows to air it out. The car's floor was also wet. Additionally, the car had almost no fuel, requiring the customer to stop at a gas station on their way. Due to these inconveniences, the customer is dissatisfied and is requesting compensation. We would appreciate your assistance in addressing this matter.This was the complaint that was sent directly to the branch from their corporate office.

  Business Response

  Date: 04/23/2025

  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

  Customer Answer

  Date: 04/23/2025

  As requested, please see the information below regarding the complaint-

   

  Reservation /Confirmation  Order Ref: US230325377922GP

   Rental Agreement Number  4020278

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

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

  
  Date of Pick-up and return  3/27/25-4/6/25

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23180470
  
  I am rejecting this response because:

  They requested additional information in which I just provided a response.
  
  Sincerely,
  
  *** ******

  Business Response

  Date: 04/25/2025

  Without the requested information I cannot answer this complaint.  Please send the requested information below.

  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: 23180470
  
  I am rejecting this response because:

   

  Information was already provided- IT IS BEING PROVIDED BELOW AGAIN!!

   

  Reservation /Confirmation  Order Ref: US230325377922GP
  Rental Agreement Number  4020278
  Renter/Driver Full Name (as listed on drivers license) **** ******
  City of vehicle pick-up (Easirent Location Address) ************, **
  Date of Pick-up and return PICKUP 3/27/25 DROP OFF 4/6/25
  
  Sincerely,
  
  *** ******

  Business Response

  Date: 05/08/2025

  Dear **** ******,

  On behalf of Easirent we sincerely apologize for the inconvenience you underwent while renting with us. For Easirent customer satisfaction is our main priority and we thank you for taking the time to inform us of your experience in our *******************. Because we take your feedback seriously, we are currently addressing these issues with our Management Team to make all the necessary improvements for the convenience and enjoyment of our valued customers, such as yourself.

  We cannot issue a refund because this reservation was booked with a booking agent online- ******. You paid them directly for the reservation and Easirent did not charge your credit card at the time of rental. Please contact ****** for a refund. Refunds will be based on the booking agents Terms & Conditions.

  Once again, we sincerely apologize for the inconvenience and hope that you will give us the opportunity to serve you again in the near future.

  Sincerely, Customer Service

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23180470
  
  I am rejecting this response because:

  I have already reached out to ****** and they informed me that I would have to get a refund from Easirent, as they transfer the money to Easirent upon the booking.

  A refund can be mailed to me at:

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

  Flint, MI  48507

  I will wait for my check to arrive via US Mail, Fed Ex or UPS.

  If I do not receive a refund, I plan to escalate this to the highest powers that I can, even if I have to have this investigated and announced via local new stations.

  Poor reviews will be posted, and any affiliates that you do business with such as ******, Priceline, or any other booking platform will also be notified.

  
  Sincerely,
  
  *** ******

  Business Response

  Date: 05/08/2025

  Dear **** ******,
  
  On behalf of Easirent we sincerely apologize for the inconvenience you underwent while renting with us. For Easirent customer satisfaction is our main priority and we thank you for taking the time to inform us of your experience in our *******************. Because we take your feedback seriously, we are currently addressing these issues with our Management Team to make all the necessary improvements for the convenience and enjoyment of our valued customers, such as yourself.
  
  We cannot issue a refund because this reservation was booked with a booking agent online- ******. You paid them directly for the reservation and Easirent did not charge your credit card at the time of rental. Please contact ****** for a refund. Refunds will be based on the booking agents Terms & Conditions.
  
  Once again, we sincerely apologize for the inconvenience and hope that you will give us the opportunity to serve you again in the near future.
  
  Sincerely, Customer Service
  

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23180470
  
  I am rejecting this response because:

  ****** is not responsible for the refund.  **************** issues are out of their control and I was told to contact the rental agency to resolve this issue.

  This is definitely a customer service issue.  You should do the right thing and issue the refund as requested on multiple occasions.

  Responding with the same exact email is not solving this problem!

  DO BETTER! 
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:04/06/2025

  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.

  Rental booking 401-4081. My name is ****** ******. I left my license at the location for this ********************** booking and because of the poor experience I had picking up my vehicle and the representative that I dealt with that was extremely rude to me unnecessarily, not only did they not call me and tell me that they had my license, but I had to ask for it upon returning my vehicle at the end of my booking!! They would have never told me that my license was there because they were being extremely rude to me the entire time I was picking it up and because I was upset upon leaving, they decided to be even more unsatisfactory and lacking very simple customer service skills, and that they did not call me to make me aware that my license was there at the location. I specifically gave my number to the representative named *******, who was helping me and who was extremely rude. He asked for my number specifically two times and I gave it to him, and I saw him write it down, but not once did he utilize that phone number to call me and let me know that my drivers license was left behind. I was frantically looking for it the entire time that we had the rental booking, thinking that I left it or misplaced it in the vehicle itself, searching all of my bags. My children were searching as well. This was very very poor customer service guys not only should I not be driving one of your rental vehicles without a license but you did not even let me know that you had it. Something needs to be done about this and I expect to be contacted on this issue as soon as possible or I will escalate this matter further

  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. 

  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: 05/05/2025

   
  Complaint: 23166848
  
  I am rejecting this response because:
  
  I do not feel it. This is an appropriate outcome or resolution due to the amount of loss that I incurred due to this rental. I do not think that anything less than 30% is appropriate to resolve this and make me feel whole as a customer I do not need any coupon for future use as I highly doubt that I will be able to feel confident in using your services in the future for any of my rentals and the only way I would feel good about doing that Is if a sufficient offer is made to show that I am a valued customer that you would like to return in the future

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

  Business Response

  Date: 05/08/2025

  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. 
  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 ****************************

• Initial Complaint

  Date:04/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Staff member at the *************** location is intentionally checking refuse on the toll rental agreement without asking customers flying in and unfamiliar with this fee. I used Easirent on 3/2/25 and two weeks later they tried to charge my credit card. I submit a complaint explaining what happened and the manager sent back a generic statement not addressing the complaint whatsoever.

  Business Response

  Date: 04/17/2025

  Dear Ms. ********************* appreciate you taking the time to advise us of the incident that occurred at one of our locations. Per your complaint you stated the rental agent did not offer you the option to pre-purchase the Toll Extra. All Rental Agents are trained to offer Optional Products to renters.  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 vehicles plates 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

• Initial Complaint

  Date:04/02/2025

  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 am writing to file a formal complaint against Easirent, a car rental agency, regarding an issue I encountered during a recent rental. I rented a car from Easirent for two days (March ***** 2025) through CarJet.I have full coverage travel insurance with *******, which includes $2.5 million in personal liability and $10,000 for rental car excess. However, Easirent refused to accept my insurance, stating it was foreign. When I asked them to point to any part of my Terms and Conditions that would prohibit the use of travel insurance from a major company, they were unable to provide any details, only claiming that it was their policy without showing any written documentation of such a policy. As a result, I was forced to pay an additional $50 for personal liability insurance, which I did not need.When I explained that I have never encountered this issue with other car rental agencies and pointed out that my travel insurance explicitly covers accidents abroad, their response was dismissive, stating that they were a small company. This felt like an unreasonable excuse, especially given that they likely serve many foreign ************ is concerning that ********************** refused to accept valid travel insurance simply because it was deemed foreign, without providing clear evidence of this policy. I felt coerced into paying for unnecessary coverage due to their lack of transparency and unwillingness to accept legitimate insurance.Based on my experience, I believe that Easirents actions may be a violation of the Texas Insurance Code, the Fair Credit Billing Act, and Rental Agreement Regulations.I kindly request your assistance in investigating this matter and ensuring that Easirent is held accountable for their unfair practices.Thank you for your attention to this issue.

  Business Response

  Date: 04/16/2025

  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. 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 Coverage  in the amount of $49.98.Please allow ***** business days for this transaction to reflect on the credit you use when renting the vehicle. (see transaction proof 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 apply, go to **************************** using the discount code [DEQOTR25]. Valid for 12 months. We look forward to seeing you soon.

  Kind Regards,

  Customer Service

  Date: 04/16/2025 5:44:25 PM EDT
  Transaction ID: ***********
  Transaction Type: Card Refund
  Amount: $-49.98

  Customer Answer

  Date: 04/16/2025

   
  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:04/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 18th, we picked up a rental car booked through Expedia from the Easirent Phoenix branch at *************************************. After driving the car to our accommodation, we noticed the following day that the oil life indicator showed 0%, and upon checking the oil level, it was completely empty. Concerned about the dangers of driving without oil, we bought oil and filled the car before returning it to the rental location. At Easirent, we were told we needed to take the car to an oil place, so we drove to Take Five, located at **************************************. There, a mechanic confirmed that without the oil we added, the car would have had no oil at all. The Easirent manager, ******, promised to return us to the branch, issue a full refund, and provide a new car. We received a replacement car but no email confirmation of the refund as promised. ****** assured us she'd send it by 7-8 pm, but we only received a deposit confirmation email. The next day, after several calls to Easirent, a call center representative contacted ******, but she never returned our call. We returned to the branch the following day, only to learn that ****** had left for the day, though she assured staff she had processed the refund. She again promised to send the email, but we never received it. We contacted our bank, which showed no pending refund. Both Easirent corporate and ******* confirmed no refund was in process. Not only did we pay for a rental car that was unsafe due to the lack of oil (violating Arizona Revised Statutes (ARS) ******, which requires vehicles to be in a safe condition with proper fluid levels), but we also missed $500 worth of tourist bookings in ******. The round-trip to the Easirent branch, 40 minutes away, added two hours to our ******** summary, Easirent provided a dangerously unsafe car and failed to issue the promised refund, causing both financial loss and inconvenience.

  Business Response

  Date: 04/16/2025

  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 Corporate Office  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.
  
   At the counter a deposit was held for $500.  This deposit has been released see 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. You booked your vehicle with Priceline. We do not have access to the payment you paid to them directly. Please contact Priceline for a refund,
  
  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: 04/16/2025 5:24:47 PM EDT
  Merchant Number: xxxxxxxx8897
  Transaction ID: ***********
  Transaction Type: Card Void
  Amount: $500.00
  Entry Method: Chip Card

   

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23151627
  
  I am rejecting this response because: I did not place down a 500 deposit that is false information. Second, I did not book through priceline. Third, I do not want a discount, I want my money back. Fourth, I have tried to handle this has non legal as possible but if there is not a full refund with in the next 21 days, I will be looking into filing a small complaint against Eairent.
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 05/05/2025

  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. 

  Your original reservation was made with Expedia, you would have to contact them for the refund on your reservation. The amount charged at  time of rental $152.60 was refunded on 3/19/2025 Transaction ************** your $250 Deposit was released on 3/18/2025. 

  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

• Initial Complaint

  Date:04/02/2025

  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.

  April first 2025 I rented a car from Easirent in the ****** area, the car they gave me had the most unsafe tires I have ever seen! I was driving for maybe 15 mins when a loud pop and the car lost control. I was able to regain control and safely pull over. Mind you I have a 18 month old in the car, the tires were worn down to the metal! This car was extremely dangerous and damaged it should never have been rented to anyone ! I called and was hung up on by various staff members of easirent and told I would receive a call back by a manger in the next day or two. I have paid for a car rental that doesnt work and is unsafe and they will not do anything to remedy the issue theyve caused.

  Business Response

  Date: 04/14/2025

  Dear Ms. ****************** 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 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 Coverage and Tolls in the amount of $260.92.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.
  Proof of Refund
  Date: 04/14/2025 12:09:14 PM EDT
  Transaction ID: ***********
  Transaction Type: Card Refund
  Amount: $-260.92
  CC Number: ************4061
  CC Expiration: 09/28
  CC Type: Mastercard

  Customer Answer

  Date: 04/14/2025

   
  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:03/29/2025

  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.

  The renting service never ocurred, the store branch canceled it because my credit card had no funds for the Deposit. March 5 2025 , So the lady at the counter cancel my reservation on the spot and said will refund it...it never HAPPENED as of Today March 28 Easirent ***** ***************************************** OF TRANSATION ***************** Ref: US30325377321GG)I request a rembursment on the Amount of : $76.38.

  Business Response

  Date: 04/04/2025

  RA 3983976

  Dear Ms. ********************* show that your card was refunded for $76.38 on 3.24.24 the 

  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 **************** on3/24/25 for the RESERVATION in the amount of $76.38. Please allow ***** business days for this transaction to reflect on the credit you use when renting the vehicle. Bank Transaction Number ***********. If you do not see this refund please contact the credit card company that you booked with. 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: 04/14/2025

   
  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,
  
  ********* Gual *******

• Initial Complaint

  Date:03/24/2025

  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.

  Feb 20, 2025 -$650 Mar 21,2025-$300.77 BOTH RENTAL CARS ON THESE DAYES WERE FILTHY , HAVENT BEEN CLEANED OR WASHED NOR VACUUMED. THE TIRES FROM DAY 1 KEPT GOING LOW ON AIR THERE WAS DOG FUR AND LICKS OVER WINDOWS THERE WAS FOOD STAINS THROUGHOUT THE CAR THAT WAS DRIEF UP ON THE INTERIOR SMOKE BURNS ON SEATS THE OUTTER PORTION HAD ALL TYPES OF MARKS AND DENTS BLACK STREAKS VERY FILTHY WASNT WASHED WINDOWS DIRTY ...I RENTED THROUGH THIS COMPANY BECAUSE IT STAYES THEY HAVE NEW CARS , CLEAN, COMPETITIVE PRICES YET NONE OF THIS WAS SEEN AND BEING CHARGED AN $500 DEPOSIT IS RIDICULOUS IVE NEVER MADE AN DEPOSIT THAT HIGH ON ANY CAR AT HIGH END RENTAL CAR COMPANIES THESE ARE USED CARS BEING RENTED OUT PRAYING SOMETHING HAPPENS FOR THEYRE FINANCIAL GAIN BUT YHE MAIN ISSUE IS THEY ALREADY COME RAGGEDY MY NEXT STRP IS FILING A CLAIM FOR FALSE ADVERTISING

  Business Response

  Date: 04/04/2025

  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.  Customer Satisfaction is a priority, and it is never our intention to provide our customers with a vehicle that is not up to our companys standards.  We have addressed the issue with our Management Team to make all the necessary improvements to prevent such an event from happening again. In appreciation for your valued feedback and for the inconvenience you underwent, please accept 10% off your next two online booking. To request your discount, go to **************************** using the discount code [DEQOTR25]. Valid for 12 months. We look forward to rectifying this incident with our future service and thank you once again for your feedback.
  

  Kind Regards,
  Customer Service 

• Initial Complaint

  Date:03/24/2025

  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 3/3/2025 I booked a vehicle to be picked up on 3/11 at the Ft. ****************** at 9:30pm. Upon arriving at the shuttle pick up I waited for a 45 min for the Easirent shuttle to pick me up. Another rental shuttle asked me what shuttle I was waiting for and he informed that Easirent had no more vehicles and that they would not be coming and I would need to rent another vehicle from another rental company. So I go back inside the terminal and had to rent another vehicle more than twice of what I had already been charged (already charged on my credit not - not a hold ....i was already charged that amount) and now they are out of vehicles????? How can this be. So I had to **** it up and pay for another vehicle and did not get to my hotel till well after 11 pm. Not very happy. I have been trying to call Easirent to no avail and I also asked to speak to a supervisor and have been on hold for 48 min......this is totally ridiculous. I had been using Easirent for the past 5 years with no problems..........but with this I will never use Easirent again !!!!

  Business Response

  Date: 04/04/2025

  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:03/24/2025

  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.

  My ******** rented a car from this business. I gave them my card for the $250 deposit in case anything happened to the card. Nothing happened & they still charged me. Also, they charged me an additional $150 which was not authorized. They also forced us to pay for insurance which is unlawful since we provided them with our present insurance policy information

  Business Response

  Date: 03/27/2025

  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 stated on our rental Terms and Conditions, 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.
  
  When accepting the toll package,the renter 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
  
  A 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 collections
  
  After further investigation we found that the renter initialed and signed the Rental Agreement accepting the Collision Damage Waiver and the Toll Option therefore no refund can be made.(see attached signed Rental Agreement)
  
  Regarding the $250 deposit on you rental agreement, the deposit was released on 3/23/25.
  
  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.