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:03/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint about my experience at Easirent on March 20, 2025, at the ***************** location. My reservation was unjustly canceled, and I was treated unprofessionally by an employee named ******.After waiting in a long line, ****** asked for proof of insurance. I showed her a PDF of my credit card insurance, but she insisted only a webpage version was acceptable. I then found the required webpage and provided the policy number. However, ****** doubted it was correct and continued to pressure me to buy the companys insurance, despite my valid coverage.When I tried to explain, she abruptly claimed my booking was canceled and moved on to the next customer, refusing to give me a chance to resolve the issue. The company later claimed it was I who canceled the booking, which is a complete lie. ****** canceled it without my consent.This situation caused unnecessary stress and ruined my travel plans. After over three hours of shuttle travel, I was denied service without justification. I believe further action is needed.I ask for an investigation into this incident and a resolution. The behavior I experienced was unprofessional, and I hope the BBB will assist in addressing this matter.Thanks

  Business Response

  Date: 03/25/2025

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

   A refund has been processed by our **************** for the Rental n the amount of $83.15 on 3/25/2025.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

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23105008
  
  Thank you for your response. However, my concerns remain unresolved.
  
  1. I require a clear explanation of who canceled my booking and why. In our previous communication, your staff falsely claimed that I canceled it myself, which is completely untrue. I strongly suspect race discrimination was involved in this matter, and I expect full transparency.
  
  2. There is a CCTV camera behind ******, which should clearly show the entire interaction. I request that you review the footage and provide an honest account of what happened.
  
  3. I demand a formal written apology from ******, who was directly responsible for this situation.
  
  4. This cancellation ruined my trip. It was 11:00 PM, leaving me stranded with nowhere to go. It was extremely difficult for me to find a taxi at that hour, causing significant stress and inconvenience.
  
  While I acknowledge the refund and discount offer, these do not address the serious issue of being wrongfully denied service and misrepresented in your records. If this matter is not resolved satisfactorily, I will escalate this, including other relevant authorities.
  
  I expect a prompt and detailed response.
  
  Best regards,
  Don Xing

  Business Response

  Date: 04/04/2025

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

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23105008
  
  Dear Customer Service,
  Thank you for your response.
  I must reiterate my disappointment with how this matter has been handled. My booking was cancelled by your staff without any explanation, and to make matters worse, I was falsely told that I had cancelled it. This is completely untrue and unacceptable.
  I have asked multiple times for a clear and honest explanation, but none has been provided. I believe I deserve a formal apology from ****** for both the unjust cancellation and the false claim regarding my actions.
  Unless this is addressed appropriately, I will have no choice but to escalate the matter further through consumer protection agencies and public review platforms.
  I trust Easirent will take the opportunity to correct this situation with the seriousness it deserves.
  Sincerely,
  Don ****

• Initial Complaint

  Date:03/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a vehicle through **** with Eazirent, and the agreement showed my rental ending on Saturday. Eazirent claimed the car was due Wednesday, but I returned it Friday and paid the full late fee. I was told by a representative over the phone that my $500 deposit would still be refunded as a one-time courtesy.Nearly two weeks later, I followed up and was told by customer support that they would not honor the refund, directly contradicting what I was told. I fulfilled my obligations, returned the car, and paid the fees, yet Eazirent has failed to return my deposit or provide consistent communication.This experience has been frustrating, misleading, and unprofessional. I do not recommend renting through this company.

  Business Response

  Date: 03/25/2025

  Mr. *******,

  The contract you listed was for a different renter name. I have many renters with your same name. We would like to help you but we need more information. 

  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:03/19/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car thru Priceline in ******* March 15 with a 930 pm pickup. I waited for Easirent's airport shuttle which never arrived. I then took a taxi to their location but they closed at 10pm and no one was there. I then had to again pay for a taxi to my hotel. The next morning I called Easirent and said I'd be there in 30 minutes to pick up my rental car which I had paid for and rented 4 days. The young lady at Easirent told me they re-rented the vehicle because I was a no-show. I paid for 4 days of a rental vehicle and my car should have been waiting for me. This caused great hardship and expense for my family as we had to use another agency to get another vehicle at a significant expense. Easiest had all my details as I had uploaded all my documents prior to my arrival. Very unhappy and poor customer service. I paid Priceline who paid Easirent for 4 days. I am requesting 4 days refund. This has caused me almost $1000 more expenses but I am only asking for my 4 days rental refund. I will never use or recommend Easirent again.

  Business Response

  Date: 03/25/2025

  Dear Mr. *************
  
  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.
  
  Our records indicate you had a prepaid reservation through Priceline. We have not invoiced Priceline for your rental, so we cannot process a refund our end. Please contact Priceline and advise them of the issue, so that they can determine if a refund can be issued based on their policies. Thank you for choosing Easirent.If you have any further questions or concerns, please feel free to contact us.
  
  Sincerely,
  Customer Service 

  Customer Answer

  Date: 04/05/2025

   
  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 as Priceline HAS addressed this for me. Unhappy that Easirent reissued a vehicle I paid for however and took no responsibility. Their customer service, while polite, failed the customer,
  
  Sincerely,
  
  ***** ************

• Initial Complaint

  Date:03/13/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We rented the car from Feb 13-Feb 21. We paid 110$ for the 8 day rental, 119,92$ for a second ****** for 8 days, and 119.92$ for Sunpass for 8 days. On Feb 14th we received a call that our father was passing away. We returned the car Feb 15th in the morning to catch a flight back home. At the rental office at *** I advised them of my situation and they handed me a business card with contact info on how to proceed with a reimbursement as they could not do anything on site. My father ended up passing away the next day.When I contacted customer service, The response I received is that the rental was not reimbursable. While I can understand that my RENTAL cannot be credited, there is NO REASON for the Sunpass and additional ****** to not be reimbursed. These were optional add-ons that the company did not incur cost for and their rental agreement does not specify that add-ons are not reimbursable. To add to that, my contract shows the charges for an additional ******, but there is no name indicated in the "additional ******" section.Looking back to when I signed at the rental office, they make you sign on a tiny pad simply saying "check yes there" :check no here", without even making you review the actual document you are signing. I suspect this would be a breach to customer protection...

  Business Response

  Date: 03/18/2025

  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 se 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: 03/18/2025

   
  Complaint: 23063744

  Reservation /Confirmation:

   Rental Agreement Number: 3950981

  Renter/Driver Full Name (as listed on drivers license) ******* *******
  City of vehicle pick-up (Easirent ************************************************** DBA Easirent ***********************
  ************************
  Date of Pick-up and return: On Contract- Feb ***** 2025. In reality- Feb 13-15
  
  I am rejecting this response because: I have already provided the contract details to Easirent. And they have already replied separately from the BBB that they should be replying shorty for an update on a refund, but no updates yet. Contract of rental agreement is attached.
  
  Sincerely,
  
  ******* P

  Business Response

  Date: 03/25/2025

  Rental Agreement FLL-3950981

  Dear Ms. ******************** to hear about your loss.

   A refund has been processed for a Refund in the amount of $262.14 on 3/17/2025.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.

• Initial Complaint

  Date:03/13/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car from Easirent-*** in *******,** for $109 for 7 days while my truck was in the shop. Picked up on feb25,2025 returned it on march4,2025. The $500 hold/deposit has not been released as of march13,2025 and dont have much hope it will given all the hooplah around getting it back. Been speaking with a manager who has put in 2 different requests for the hold/refund to be returned and shes getting nowhere. They had in there system a refund for the $109 we paid for the week but i told them we are not due that refund, we rented the car. We only want our $500 deposit released. Manager asked me to call the main line asking to speak to someone in corporate above the manager and i did and was again given the run around that her supervisor was out til Monday and wouldnt be able to do anything til then. Called my bank who said the company has to release the hold. I feel frustrated with no end in sight and ripped off. We rented the car, took care of it, filled up the gas turned it in with no issues and now cant get our $500 deposit released. I see this is a common issue with this company that had i known i would not have rented from. Im very frustrated because it shouldnt be this hard to get your money released/returned. I hope to get this resolved asap

  Business Response

  Date: 03/18/2025

  Dear Mr. ***************** records show that this deposit was released (Void) 02/26/2025 10:54:20 AM EST  (see Transaction Below.)  We also show your received a refund for $-109.70 on 2/26/2025 as well.

  I believe that we have handled your complaint.  If you need anything else please contact us.

   

   

   

  Transaction Information
  Merchant:
  ************************ 
  Date:
  02/26/2025 10:54:20 AM EST 
  Merchant Number:
  xxxxxxxx5351 
  Transaction ID:
  *********** 
  Transaction Type:
  Card Void 
  Entry Method:
  Chip Card 
  Status:
  Canceled 
  Cardholder Verification Method:
  Signature Verified 
  Response Code:
  100
  Credit Card Information
  CC Number:
  517279******2988 
  CC Expiration:
  04/25 
  CC Type:
  Mastercard 
  CVV Status:
   
  Auth. Code:
  000121 
  EMV Application ID:
  ************** 
  Platform ID:
  ************************************ 
  EMV Application Label:
  MASTERCARD DEBIT 
  Transaction Status Info:
  6800

  Customer Answer

  Date: 03/19/2025

   
  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.
     
   It was not released until yesterday Magically the same day they responded not 2/26/25. I also never got a $109.70 refund nor was i owed that but to clear that up. Only thing i got back was my $500 deposit that was held. Which is all i wanted. Im happy to get it back but disappointed it took a bbb complaint to get it back. Easirent should release deposits as the car is returned not after the person requests it for weeks. 
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:03/09/2025

  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.

  On December 21st I rented a car from Easirent. The plan was to drive the car from ******, ** to ***********, **. I asked the representative who was handling the transaction how the mileage worked, and he informed me it would be 150 mi per day, or a total of 1200 mi for my 8 day rental. I did a calculation on my phone and said I should come in at around 1100 mi total. He nodded and said I should be good, no need to purchase any overage miles. We completed the transaction, and I paid for it with my **************** credit card, $278.51. He then left to make the car ready.A second female representative then told me it was 150 per day, they track the car with GPS, and it cost $1 per extra ******* that point, I said then I guess I will have to buy the extra miles since I was led to believe it was the total miles. She said ok and ran outside to intercept the representative I had been working with. When he came back in, he charged me for the extra miles, which were purchased on the *********** card, $222.02. I didnt have time to argue with the staff that they werent correct, that when I looked online it said total miles and $.49 per extra mile. When I arrived at my destination, I called the customer service line on December 24th and the woman said she would put in for a refund immediately. She couldnt believe they had lied to me about the prices just to get me to pay for the extra miles. It was a 30 minute phone call that ended amicably with me thanking her for understanding. What followed is multiple phone calls and 2 months of being pushed aside by customer service, only to have my request denied on the basis that, 1, I signed the agreement, and, 2, that I didnt call in until after the trip was completed. **************** denies that I called in when I arrived at my destination. However I have phone transcripts that prove they knew I called in and filed a complaint. I was initially told I would have a refund within days, but nothing happened until Feb 15th.

  Business Response

  Date: 03/11/2025

  Dear *******,

  The below Rental Terms and conditions apply ONLY for Bookings made through our website (************************************).  Please read these terms carefully. By accessing and/or using the Site, you fully and unconditionally accept and agree to be bound by these terms. For bookings that are made with Easirent through other websites, please refer to their advertised terms and conditions of the Rental Voucher.
  Drivers Requirements
  The minimum age to rent a vehicle is 21 years old.  The renter or additional driver must have a valid drivers license for one year.Renters and additional drivers under the age of 25 are subject to a surcharge fee and only can rent economy to full-size car cars. For certain specialty and larger-sized vehicles, the minimum age of 25 years of age applies.
  Drivers License
  The primary piece of identification required to rent a vehicle with Easirent is a valid drivers license. For International customers or using a non-US driver license must provide a secondary form of ID as a valid Passport, Government-issued ID card or International License.
  Points endorsements: Minor offenses such us speeding/traffic signals are acceptable up to a maximum of 6 points. If you have any bans or convictions in the last 5 years please call us before making a reservation.
  Rental Coverages
  Optional coverage is not required to rent a vehicle; however,proof of a current automobile comprehensive, collision and liability insurance policy in the renters name covering injury to third persons or property is required. Optional coverage is available at the rental counter.
  If proof of full coverage cannot be produced at the counter,the renter will be required to buy the appropriate coverage from Easirent. If proof of the renters coverage can be provided within 24 hours of pickup, any unused insurance days will be refunded to the renters card. Verification of pre-existing coverage must be conducted at the branch of pickup.
  Methods of Payment
  We accept as methods of payment most credit and debit cards like ***** **********, ********, and ****************. Please note the primary renter must be the cardholder and have to present a valid card at the counter.Easirent branches do not accept cash, checks, prepaid cards or gift cards as methods of payment.
  Deposits
  A standard $250 deposit is required on a major credit card for any Domestic Renter.
  Local Renters using a credit card are subject to up to a $500* deposit.
  International renters with a round trip ticket will have a deposit up to $250*.
  The renter must present a valid debit or credit card and the expiration date must be after the rental due date. The cardholder must be registered as the primary driver on the rental agreement. Debit or Credit Cards are not-transferable. The deposit is refundable or released after the end of the rental agreement. (See Debit Card Use section below).
  *Subject to the pick-up location and insurance for the rental.
  Debit Card Use
  Domestic and International Renters: Using a debit card to pay deposit, a Domestic or International Renter must provide verification of return confirmation airline ticket, and an additional ID presented at the rental counter at time of pick up.
  Locals Renters: All Local renters are subject to verification of proof of a current automobile comprehensive, collision and liability insurance policy in the renters name covering injury to third persons or property is required from a primary insurance company. A current utility statement in the renters name and the same address as on the Drivers License, for example gas, electric,cable, etc. must be presented for address verification.
  Local Renters Requirements
  All Local Renters or any renter without a round trip confirmation airline ticket will be required to show: Proof of a current automobile comprehensive insurance, collision and liability insurance policy in the renters name covering injury to third persons or property. In addition,local renters may be asked for a recent (within 3 months of the rental pickup)cell phone bill or other official utility bill matching their respective drivers license address.
  Renters ************************* on official government business, on military leave, or with an approved CID number are exempt from the local renter policy. Failure to show an acceptable policy will result in the rental being declined.
  Local Renter Vehicle Exclusions: Local Renters are limited to renting the following car classes sizes Compact (BA), Intermediate (CA), Full size (DA), Intermediate SUV (DAE), Minivan (MZA) and Van (MX).
  Mileage Cap
  Local Renters are subject to a mileage cap of 150 miles per day for all locations. More mileages are available for purchase.
  $10 a day extra 50 miles a day
  $15 a day extra 100 miles a day
  $25 a day unlimited miles
  Please be advised overage miles for the rental period will be charged at .49 per mile.
  Kind Regards,
  Customer Service

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 23041501
  
  I am rejecting this response because Easirent's customer service was called during the **********************, on Dec 24th, and was informed of the rental agent lying to me about the way mileage was calculated and how much it cost per mile over. They then promised to remove the overage miles and refund me the cost.

  Your blanket agreement does not address the fact I called, complained, and was promised a refund. 

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

  Business Response

  Date: 03/18/2025

  Dear Mr. **************** appreciate you taking the time to advise us of the incident that occurred at one of our locations. Your feedback is important to us, so we can make the necessary improvements. As a result, we have forwarded your comments onto the Regional Manager to address the staff and provided them with additional training and/or disciplinary action. On behalf of Easirent we would like to apologize for the inconvenience you underwent while renting with us.
  
   A refund has been processed by our **************** for the Milage in the amount of $222.02.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 [ACSFR7144]. Valid for 12 months. We look forward to seeing you soon.
  

  PROOF OF REFUND TRANSACTION

  Date: 03/18/2025 10:23:41 AM EDT

  Transaction ID: ***********
  Transaction Type: Card Refund
  Amount: $-222.02

  Customer Answer

  Date: 03/18/2025

   
  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:02/27/2025

  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.

  I made the mistake of renting thru easirent for my father's funeral (*********-1) after my friend suggested it and was told I wouldn't be charged the 100 fee for insurance as long as proof was provided within 24hrs I was charged for the insurance anyway even after emailing the insurance card then told I could dispute it directly on the easirent website for branch mgr to review which I did I now have called in to follow up on the dispute numerous times only to receive the runaround I would like to know why your counter **** advised something that was not pliable and call easirent and its subsidiaries out on potentially shady bait-and-rid practices

  Business Response

  Date: 03/05/2025

  Dear Ms. ******************** 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  3/5/2025 for the coverage in the amount of $99.94. 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 [ACSFR7144]. Valid for 12 months. We look forward to seeing you soon.
  
  Kind Regards,
  Customer Service

  Date: 03/05/2025 3:07:57 PM EST
  Transaction ID: ***********
  Transaction Type: Card Refund
  Amount: $-99.94

  Customer Answer

  Date: 03/05/2025

   
  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:02/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I haven't received the billing statement. And when I talked to customer service they didn't find my reservation.

  Business Response

  Date: 03/05/2025

  Dear **** **** ***** ******,

  If you look at the attached PDF it state you booked with Advantage Car Rental not Easirent.  Please contact Advantage Car Rental at *****************

  Kind Regards,

  Customer Service

   

   

   

• Initial Complaint

  Date:02/21/2025

  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 had made a reservation through ****** for a standard SUV to be picked up 10 PM on 2/19. Unfortunately, we did not land until approximately 10:15 pm and did not arrive to the airport car rental location until about 11:15 pm. We made several attempts to contact Easirent to determine if the shuttle was still running only to learn that they had closed per their website. We were left stranded at the airport and ultimately needed to rent a vehicle from another agency at a very high rate for one night. We called Easirent the next morning at approx 7:30 am and we're informed we were listed as a no call no show and our reservation was cancelled. We called ****** and they attempted to contact Easirent on our behalf to get a waiver and reinstate our reservation. We prepaid $336.68 for a 7 day rental. We were informed that the waiver was not granted, we would not be getting a vehicle and that Easirent would NOT refund our payment. We are not receiving what we had purchased and are not getting reimbursed...essentially it feels like we have been robbed. I am asking the BBB to facilitate getting our payment reimbursed.

  Business Response

  Date: 03/05/2025

  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 se 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: 03/06/2025

  Per Easierent request:

  Reservation /Confirmation:

  Confirmation: #US31124547728SH
  
  Rental Agreement Number:

  Expedia itinerary: 72059503038398

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

  ****** L *******
  

  City of vehicle pick-up (Easirent Location Address):

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

  Date of Pick-up and return:

  2/19/25 approx 10 PM pick up, 2/26/25 approx 2:30 return

   

  Please pass on to Easirent.  We look forward to thier response and remain optimistic that they will do the right thing.

  kind regards,

  **** *******

  Customer Answer

  Date: 03/18/2025

  Hello,

  Per Easirent request:

  **: US31124547728SH

  Easirent Booking Ref #: *******

  Booking ID: ******

  Expedia reservation:  72059503038398

  Driver: ****** L. *******

  Location: *****************************************************

  Reservation: 

  Pick up 2/19/25 at 10 pm

  Return 2/26/25 at 2:30 pm

  The ** is the number issued by Easirent to Expedia at the time of the Reservation.  When entering the ** on the Easirent site, the Booking Ref number (*******) populated on their site.

  Per my discussion today with Expedia, no additional information has been provided by easirent to Expedia.  Hopefully Easirent will be able to locate this Reservation and address our concerns.

   

  Kind regards,

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

  ************ 

• Initial Complaint

  Date:02/18/2025

  Type:Sales and Advertising 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 car rental with Easirent because they had the lowest advertised price. However, when I arrived, they added unexpected charges. They required me to purchase a toll package for approximately $100, even though I had no intention of using any toll roads. I was told that if I declined, I would be charged a $25 per day penalty. Had I known about these additional fees upfront, I would have chosen a different rental company.

  Business Response

  Date: 02/24/2025

  Dear Ms. *********************** you for contacting Easirent.

  
  After further investigation we found that you signed accepting our optional ************* This program covers all toll charges,and any other toll-related fees incurred during the rental period, including unmanned, toll-by-plate (camera tolls) and manned toll booths.  All our vehiclesplates are already registered under the Sunpass program, which made them unavailable for personal use.  Please be also aware that any change to a rental agreement must be conducted at the branch within 24 hours of pickup.  Considering all this, we have reviewed your inquiry and after consulting with upper management we have been advised that the agreement was initialed and signed accepting this charge and therefore no refund can be made on this occasion. Once again, I sincerely apologize for the inconvenience and hope that you will give us the opportunity to serve you again in the near future.

  
  Cordially,
  Customer Service

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22958096
  
  I am rejecting this response because: I rented a car from Easirent because they offered the lowest price, but I encountered unexpected and unfair charges upon arrival. Although I ultimately signed the toll agreement, I repeatedly stated that I would not be using any toll roads. Despite this, I was told that if I refused to sign, I would be charged a $25 per day penalty whether I used a toll or not. This was not disclosed upfront and felt like an unfair and coercive practice. Had I known about these hidden fees, I would have chosen a different rental company.
  
  Sincerely,
  
  ***** **********

  Business Response

  Date: 03/05/2025

  Dear Ms. ******************** you for contacting Easirent.
  
  After further investigation we found that you signed accepting our optional ************* This program covers all toll charges, and any other toll-related fees incurred during the rental period, including unmanned, toll-by-plate (camera tolls) and manned toll booths.  All our vehicles plates are already registered under the Sunpass program, which made them unavailable for personal use.  Please be also aware that any change to a rental agreement must be conducted at the branch within 24 hours of pickup.  Considering all this, we have reviewed your inquiry and after consulting with upper management we have been advised that the agreement was initialed and signed accepting this charge and therefore no refund can be made on this occasion. Once again, I sincerely apologize for the inconvenience and hope that you will give us the opportunity to serve you again in the near future.
  
  Cordially,
  Customer Service