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:05/10/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 on the April 26, 2025 from Routes car rental in **************** which is owned by one switch car rental. The car that was issued to me had pre existing damage to the drivers side front fender. I have photo evidence that the damage was there prior to me taking possession of the vehicle. I took the vehicle and the vehicle was parked for 2 days at a residence . Upon returning the vehicle on April 28, 2025 they said that there were scratches on the front bumper of the vehicle. They never gave me any paperwork or had me sign anything. My initial security deposit was refunded. 10 days later I received an email with an estimate and my credit card was charged $2600.21 for damages. The estimate provided has me paying to fix the pre existing damage to the car. The company denies it and states its $2600 to fix the bumper but the estimate says otherwise. I called them to state my case on May 10, 2025. I spoke to a woman and she kept stating it was for the bumper and then hung up on me. the company is running a really shady business.

• Initial Complaint

  Date:04/28/2025

  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.

  This company is stealing and lying to customers I have everything documented I rented a car from this company. I also purchased the insurance from them. I return the car the next day I have a whole full video of the whole process of me returning the car without any damage done to the car or anything wrong with the vehicle at all everything is in the video I was told by the man in the video that everything was fine and I received the email that the rental was closed out. There was never anything documented on the rental, stating that anything was wrong with the vehicle. After the contract was already closed out. And I mentioned to another representative, the rude service that I received from another associate I was waiting for the shuttle after several minutes the man that closed out my contract told me that it was something wrong with the car. He was claiming that it is a small dote on the windshield. I have the video I took a video of the windshield in the inside of the car the whole entire vehicle there is nothing that shows it was any damage on the car and as I already stated he sent the email to me that the car was closed out and nothing was wrong with it. He just chose to decide after the fact that it was something wrong with the car which was clearly done after it was already closed out and thats why it was so small and even if it was done during my rental which it was not, I purchased the insurance they cannot say that its something wrong with the vehicle after he already closed it out and said that there was nothing wrong with it. They took my $500 deposit and try to charge my card a thousand dollars without my authorization. I still have not gotten my deposit back.

  Business Response

  Date: 05/27/2025

  Greetings,
  

  First, I would like to apologize for any negative experience you may have had with our staff. As I was not present during the return process, I cannot confirm or deny what was said. However, Im here to assist you and address the matter regarding the chip on the windshield.
  

  Our return staff are required to inspect the vehicle and take photos in the presence of the renter. If any new damage is observed, such as the chip on the windshield, they are obligated to document it and ask for additional information.

  Since the return team is not the same team that issued the vehicle, they rely on the pre-inspection form which in your case, was marked No glass damage. When a discrepancy is found upon return, a damage form must be completed for further investigation. While your signature is requested on the form, your refusal to sign does not negate the presence of the damage or your responsibility, as the last renter of the vehicle.
  

  As outlined in the rental agreement you signed, we are authorized to charge for damages associated with the vehicle even after the rental period ends. (A copy of the rental agreement with the relevant section highlighted will be attached.) Additionally, the insurance coverage you purchased was Collision Damage Waiver (CDW) with a $1,000 deductible. Please note this is our most basic coverage option.
  

  Regarding your return on March 26, 2025, at 12:00 AM (Saturday) please understand that supervisory staff are not available at that hour. It is standard procedure that any post-return concerns are directed to our ******************

  You contacted our **************** team, who appropriately referred you to Claims. According to our notes, the call involved disrespectful behavior and the use of inappropriate language, which limited our ability to assist at that time. Please be advised that these calls are most likely recorded.
  

  Now, to address the current issue directly:
  

  As the Manager of the ****************** I am committed to resolving this matter fairly. You mentioned you have video or photographic evidence showing that the chip was either pre-existing or not present at the time of return. Please email that documentation to ************************** Upon receipt, I will personally review the evidence. If it clearly supports your claim, I will advocate for a refund on your behalf with the rental agency. If you do not have any proof of evidence to provide for me then there is not much I can do to assist you. We will leave this decision up to the BBB.
  

  Thank you for your cooperation, and I look forward to resolving this matter as quickly as possible.

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23261393
  
  I am rejecting this response because:
  So youre telling me the car could be looked over theres absolutely nothing wrong with the car and it even shows in my video. The contract is close stating that nothing was wrong with the car and then later you guys can go back and say that theres something wrong.? Please explain to me how that makes sense you know I dont even worry about it because I have all of my proof and you guys clearly dont take bbb claim seriously as you have many and you guys arent even a credit. It was my fault using this company, but please believe I will be the last person you scam you fraudulent company I will be taking you to court and given every dime that I am owed back to me and more!. have the day you deserve. 
  Sincerely,
  
  ******** *******

  Business Response

  Date: 05/28/2025

  Greetings,

  Thank you for the prompt response.

  You keep verbally stating claiming to have video/photo proof, however refuse to send them to us for review. We have no issues refunding the charge is you are correct.

  If you wish to continue this process legally, then I am no longer required to keep responding.

  Please have your lawyers reach out to our legal department.

   

  Customer Answer

  Date: 05/29/2025

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

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car with One Switch Rent a Car (Routes Car Rental Via Expedia) back on Feb 27th 2025 and they had informed me that they charge a $250 USD damage deposit which they hold for the duration of the rental which i was already aware about when making the reservation. At the time of pickup I signed the contract which stated it may take up to 30 business days to recieve a refund. When I returned the vehicle 5 days later on March 3rd, the representative that inspected the returned vehicle said i was "good to go" and did not state any damage. Fast forward to today April 18th, I still have not received any refund of the deposit and the 30 business days has passed. I have tried calling the business to which I get no answer and I have emailed as well with no response. I have been completely ignored. After doing more research I have discovered they have done this with multiple other people promising refunds and not receiving anything. This car rental business is completely unethical and needs to be investigated. The entire pickup process was very hostile and they pressure their customers to purchase insurance and extras to which if you refuse they threaten to cancel the reservation.

  Business Response

  Date: 05/27/2025

  Greetings,

  I hope this message finds you well. 

  I apologize for the delay on the return of the security deposit. However, the complaint you filed is to the wrong location that you rented at. 

  This BBB profile is for One Switch Rent A Car / Routes *****. Located at *********************************

  The location you rented from is One Switch Rent A Car / **********************. Located at *******************************************

  It is under different ownership, not operated by Miami's management.

  Please withdraw this dispute as this negatively impacts the ***** location as we had no part in *************** actions.

   

   

• Initial Complaint

  Date:03/26/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  Company was supposed to return my $250.00 deposit after 30 days. I had called them since to complain about refund but did not receive any response. They seem to be ignoring my request.

• 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 rented a car with this company on the 7th of December they have a deposit of $500 once you return the car the hold will drop it can take up to 30 days its been 3 months and they havent return my money and no answer when I contact them email or call the sent one email back since saying try refunding but the bank didnt allow it I went to the bank and that wasnt true

  Business Response

  Date: 05/27/2025

  Greetings,

  We apologize for the inconvenience of the security deposit. It is a automated system that releases the holds. Sometimes the system does have errors and things may slip through the cracks.

  I can see that they attempted to return the deposit, however the processor keep having a error and not letting us return it, stating that something was wrong with the account.

  The customer service team were able to refund you via zelle (Confirmation attached) 

  Therefore, we can close this case here.

   

   

• Initial Complaint

  Date:02/27/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Company Name: One Switch Rent a Car Date of Transaction: February 17, 2025 Total Amount Paid: $82.92 (Rental) + $500 (Fraudulent Security Deposit Charge)Location: Booked through Expedia Nature of Complaint:I rented a car from One Switch Rent a Car through Expedia, expecting a fair and honest transaction, but instead, I was scammed out of $500.1.Misinformation About Security Deposit:When picking up the car, I was told by an employee named ******* that the $500 deposit was just a hold, not an actual charge.This was false, as my card was fully charged, not temporarily authorized.2.Bait-and-Switch Car Swap:I originally booked a ****** Camry, but when I arrived, they gave me a ****** Kicks instead, with no refund or compensation for the downgrade.3.Returned Car in Perfect Condition No Refund Given:I returned the car on time, in perfect condition, and with a full tank on February 19, 2025.Despite this, my $500 deposit was never refunded, and the company has since ghosted me.4.Lack of ************************** to Resolve Issue:I contacted the rental company multiple times, but they ignored all messages and calls.Expedia attempted to reach them, but the company refuses to respond.This is not an isolated incidentafter researching, I found numerous complaints from other victims who also had their security deposits stolen.Resolution Sought:? Immediate refund of my $500 deposit ? Formal investigation into One Switch Rent a Cars fraudulent business practices ? ******* and other platforms should remove this business from their listings to prevent future scams

• Initial Complaint

  Date:02/14/2025

  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 utilized this companys services from August 13th to August 18th, 2024 and until September my $250 deposit was not returned to my credit card. After disputing the amount and emailing the company I received a refund. On December 26, 2024 I notice a $500 amount charged in my credit card by this company again. I never used them again and never will. It is all over their ****** reviews that they are a scam and dont return peoples money and charge them incorrectly. How can a business like that remain open? They dont return emails or answer phone calls. They are all fake numbers. Im opening a dispute with my apple card again since they initially declined it.

• Initial Complaint

  Date:02/12/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company operates under many different names. I rented with it under "Routes Car Rental", which can't be found on ****** maps. It appears as "NextCar" on ******. They charge deposits and then hold them for far too long of a time for a car rental norm. I returned my car last week but have not received my deposit back. When trying to call for assistance, I just get an auto responder telling me to email them and they'll respond within 24 hrs. They have not responded to the email. When I looked up the reviews, there are other instances of people having to wait over 30 days for a refund and some never received theirs. This seems like a very shady organization.

• Initial Complaint

  Date:02/12/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 car rental company dont give the security deposit back after car return. It seems to be a common problem that has affected many customers accordiing to ****** review. I rented a car on December 17 and returned the car in good condition on December 26 and have not received my security deposit of $250 by far (February 11). Initially I was told it will be refunded in 30 business days after the car return. After the lengthy waiting I received no response when I emailed them again. I called the company and the call was connected after over 20 minutes waiting. On the phone no excuse was given for no refund and I was told they would manually issue the refund but I am still waiting. I emailed the manager and customer service and received no response. I had to file a dispute with my credit card company to get the refund back because of their lack of response.This car rental company appears in many names such as one car rental, one switch car rental, nextcar rental, etc but it is all at the same location.

• Initial Complaint

  Date:02/10/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Billed absurd $2500 deposit. We did not take the car because the car had large scratches on passenger door and front bumper was loose. The employees would not document so we never sat into the car We told them to come over take photos together and to sign a paper that they acknowledge they are giving us a car with damages. To employees refuse to do that. We demanded a return refund which they also offer to us and we accepted. We are now finding out that many people have never received their deposits back per the BBB website reviews. We're seeking immediate refund not only of our booking of $562.67 But our $2500 as well.