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:10/13/2022

  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 car at this company at Sep.19.2022. When I drop off the car at one of their store. The staff somehow find this small dent that I can barely see with my eyes. Ok then one of the manager told me I have to pay 250 dollars as pre-authorized bu credit card. After he figure out how much exactly its going to cost to fix this, for example, ************************************************************ I was in hurry to catch my flight, so I thought this little dent would cost too much, so I wipe my card, and go to the airport. Until yesterday I got my credit card bill, it says I have been charged for 250 dollars. Then I sent Email to the company, they just told me, the deal is closed, then I ask them for why its cost me 250 dollars. No reply. Please help me, thank you.

  Business Response

  Date: 10/13/2022

  Thanks for contacting us.
  
  
  
  Regarding the confirmation number YCRQEP77708847, and the rental agreement ******************* - RA #OSRCMCO - ******, the reason the rental company charges you around $250.00 is because the vehicle was returned with damaged dents, the vehicle must returned in the same condition as when you pick it up you also agree to buy CDW. CDW does not cover all cases of vehicle damage.
  
  
  
  CDW does not cover towing charges, storage fees, general damage to the truck, or
  
  comprehensive loss, such as theft, vandalism or act of nature. There are other exclusions. Subject to
  
  the terms of Paragraph 5 and 6 of the Terms and Conditions, your liability for Physical Damage to
  
  Vehicle is limited to $1,000.00. from which said amount was collected. Is this case only collected $250.00 because is a miner damage but we need paint al the bumper of the car.

  No refund proceed.

   

  
  

  Customer Answer

  Date: 10/14/2022

   
  Complaint: 18210835
  
  I am rejecting this response because:
  First, Almost any vehicle that drive on the highway will have small dent on the bumper, thats common sense. Painting the entire bumper is nuisance at all. Second, one of your manager told me it will cost 50 dollars or less.
  Sincerely,
  
  *******************

• Initial Complaint

  Date:10/12/2022

  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 made reservations for a rental car several days prior to my trip. I called Nextcar customer service and requested approval of my ************* provided by my credit card. **************** requested that I send them a copy of the policy benefits. I sent them the documentation they were requesting via email two days prior to arriving for the rental. I never received a response so I called again. They refused confirm my request over the phone and stated that I needed to be present in the office with the documentation in hand. Reluctantly I agreed. I arrived after traveling 14 hrs with the requested documentation and provided proof of liability and collision coverage from my credit card and my car insurance policy through Geico. after more than an hour of searching for and ultimately providing them with the different documentation (declaration page) they needed they declined to except my documentation and required that I pay additional $50 per day for the rental to include insurance and tolls. this amounted to approximately an additional $500. The manager and the agent were extremely rude and unprofessional diring the ordeal. these fees were not disclosed prior to my purchase of the rental car. This is a case of bait and switch where they offer one reasonable price and then take advantage of their customers while they are in a vulnerable situation and charge an inflated price. This is bad faith at best and fraud at worst. In the end I refused to pay the additional $500 so they refused to rent me the car and kicked me out of the office in the middle of the night after a very long and tiring trip. While I was in the office I watched several other customers face the same situation and they were equally frustrated. I am requesting the BBB help me make sure that the $1500 deposit and the $440 rental fee I paid be fully refunded and that the company gets reprimanded for their poor business practices and unethical treatment of their customers.

  Business Response

  Date: 10/13/2022

  First of all apologies to the customer for the inconveniences he may have had at the counter.
  
  From the records in the reservation it is observed that the coverage granted by your credit card issuer WAS validated at the counter.
  
  We can also note that your reservation has NOT been prepaid, therefore we cannot refund any money.
  
  In relation to the $1,500.00, this was only an authorization hold, the same one that we have manually released.
  
  According to the notes of the reservation, the client declined to take the reservation because he considered the security hold to be high, after being processed.

• Initial Complaint

  Date:09/29/2022

  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.

  Car rental company denied refunding the pre payment of 5 days for the unlimited toll for vehicle rented and returned 5 days early. They decided to keep the money even though car was returned and no tolls will be charged by third party toll company.

  Business Response

  Date: 10/13/2022

  First of all we apologize to our client. The terms and conditions of the rental clearly indicate that the company does not make refunds for early return. Annotation that is found lines before your signature and that is read clearly and in bold.
  However this time we are going to make an exception and refund the customer the sum of $64.95
  
  We await your acceptance by this same means to proceed with the refund.

• Initial Complaint

  Date:09/26/2022

  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.

  09/24/2022 Booked an intermediate vehicle. Upon arrival desk clerk stated I would be charged an extra 60 dollars for a vehicle upgrade as they only had standard vehicles available. I saw intermediate vehicles on the lot and inquired but stated they only had standard vehicles available. The actually car they gave me was a ****** sentra which is an intermediate vehicle. They upcharged me for the vehicle I booked and lied and said they were giving me an altima. When I called to inquire about a refund, I was hung up on. When I went to the location to get a refund the company stated only a manger could give me a refund and he was not there. They refused to give me a refund. Also company charges **** per mile over 50 miles per day for ******* residents only. N otified company I am amilitary and needed to travel to a base that would exceed this alotted mileage, company stated there is no policy for service members I will b e charged the extra mileage.

  Business Response

  Date: 10/13/2022

  From the notes in the contract, we can be determined that the client was refunded the erroneous upgrade charge. The refunded was on September 27 and we didn't charge the  79 miles in excess.

   

• Initial Complaint

  Date:09/23/2022

  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.

  We reserved a car from one of their affiliated businesses, Mex rent a car, through Expedia. We set the the time as 3:30 pm to pick up the vehicle. We got there before 2 pm. And we had to wait until the customers in front of us to get taken care of. They gave everyone a problem with insurance and and security deposits. One was asked to pay a ******* deposit, for using his own insurance and because he was from ******. Another one could not afford a deposit so her and her kids had to find a different way of getting to where they needed to go. Another on did purchase insurance through the rent a car company and she had to pay a $200 deposit. We finally got up to the counter and we had everything ready to go. My own insurance documents and my reservation. When they told me that we had to pay a $500 deposit and asked for a credit card with my name on it. We used a card with my wife's name on it. I gave them my only card with my name on it from PayPal and they said they do not accept cards from PayPal. They would not take my wife's because the reservation was in my name. The my wife got loud and they would not service us any longer. We called Expedia, and they promised us that they will take care of this. When Expedia tried to call, they said they could not get an answer from the rental company, but Expedia said we were a no show. I don't understand that. We were left without getting a car, so we went back to the airport and we spoke to a woman at **** and she helped us and **** only charges 200 security deposit with our own insurance. We had such a terrible experience at Mex rent a car. We want the money back that Expedia paid them for a service we did not receive. Also they said they do not give paperwork for any rentals. The total amount we paid Expedia was $257.76, I think the girl behind the counter that did not help us said they got paid $204 and some change.

  Business Response

  Date: 10/13/2022

  First of all, the apologies to the client for the inconveniences caused at the counter when approaching to pick up the vehicle.

  
  Indeed, our company has different terms and conditions than other companies. Each company is governed by its own terms and conditions.
  
  Prepaid reservations the main drivers cannot be changed, since there is already a payment made through booking (Expedia). We only accept driver changes when the reservation is not prepaid.
  
  If our client had carefully read the terms and conditions in expedia at the time of agreeing to have read them, he could have realized that for ******* the security deposits range from $500 to $2,500.00
  
  https://www.expedia.com/carsearch/rulesAndRestrictions?carOfferToken=AQh3XDzUb4Yaw4cMGaeYnjj7avjCnI7in9MF41jMKsvonCOK_UidCtvyEVMzhf_V_r3B1tw8j2Zkcfke-8eabiKvPuPplPaNzGPdhtroCVatUlhn8veM-FJ5VYusevEfalsevYOya&
  
  So also our company despite not being your case, but since you mention it DOES NOT ACCEPT insurance from ****** and ***********. And it is also written in the terms and conditions.