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:10/15/2024

  Type:Order 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 car from Nextcar by ONE SWITCH RENT A CAR, ***********************************, I had contacted them before the trip in regard to the insurance requirements, they told me to bring a copy of my Farmers auto insurance policy for proof of coverage. They told me that I would be qualified with my Farmers policy. When I arrived at 10:00 PM on 2/1/24 to pick up the car. I was informed that my policy was not adequate and I would have to pay an additional $287.92 for their coverage. I had previously paid an additional $100+ in the initial contract for additional coverage, this should have covered what was required without my Insurance being involved. This was supposed to be refunded when I used my own Farmers Ins policy. It was never refunded and was not honored by Nextcar/One switch when the car was picked up. Long story short, I had no choice but to pay the additional $287.92, Myself and 3 of my friends would have been stranded there with no car at 10:00 at night. These people are scoundrels, I have tried calling them they don't answer and there email sends back a mailer-Daemon failure. I am sure that the BBB has received complaints about One Switch in the past, this same scam was being pulled on other people there that night and they were all furious. I would like a refund of the $287.92

• Initial Complaint

  Date:09/09/2024

  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.

  I paid for this car rental in full on August 26, 2024.I went to pick up my car on September 3, 2024 I was charged an addtional $500.00 My car rental was $49.02.I am not certain why I was charged $500.00 by Next Car/One Switch

• Initial Complaint

  Date:08/13/2024

  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.

  In April 2024, I rented a car for 3 days at $23 per day in *****, *******, for $69 total, through AARP. It turned out that the car rental was from MexCar, a company I never heard of and did not know about until I got to the ************* at about 1:30 am on April 16. When I returned the car on April 19, ****** claimed that there was a scratch on the side. I saw the scratch, but I do not know how it happened. I filed a claim through my insurance company, State Farm. It turned out that the rental company was One Switch, not MexCar. State Farm paid OneSwitch (MexCar) $3818.00 for the repair. OneSwitch also improperly withheld $500.00 from my credit card because of the scratch. State Farm handled this as well, eventually paying out $4,318.00 for One Switch's claim. Now One Switch is billing me directly for another $******* in administrative fees. Part of this is a claimed $650 for continued rental, but I returned the car on April 19, within the 3 day rental from April 16-April 19. The claim has been fully handled by State Farm. The extra 1055 bill is improper. Can your agency help to stop this extra bill of *******? This bill is not fair or proper. Thank you so much.

  Business Response

  Date: 08/14/2024

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

  Thank you for bringing your concerns to our attention. We understand that this situation can be frustrating, and we appreciate the opportunity to clarify the charges and our company policies.

  We are Mex Rent a Car, a car rental company powered by One Switch Rent a Car, serving customers in *****. We are committed to providing high-quality vehicles and exceptional customer service to all our renters.

  We understand that you were surprised by the additional charges on your account. To help you understand these charges better, here is a detailed breakdown:
  

  Administrative Fees $350.00:
  These fees cover the administrative costs associated with processing the claim, such as handling paperwork, communicating with your insurance company, and coordinating the vehicle's repair. These services require significant resources and manpower.
  

  Appraisal Fees $75.00:
  This fee is charged for the professional appraisal of the vehicle damage. This appraisal ensures an accurate and fair assessment of the repair costs and helps in filing an accurate claim with the insurance company.

  Continued Rental Expenses $630.00:
  The continued rental expenses account for the loss of use of the vehicle while it was being repaired. This charge is calculated based on the time the vehicle was out of service due to the repairs. As per the rental agreement, the renter is responsible for any loss of rental income during this period.

  According to the terms of the rental agreement signed upon renting the vehicle, the renter is responsible for all costs associated with damage to the vehicle, including administrative and appraisal fees, as well as any loss of use charges. While your insurance, State Farm, covered the physical damage expenses, these additional charges are not typically covered under standard insurance policies and are thus billed directly to you.

  We understand that these charges may be unexpected, and we are here to assist you in any way we can. If you have further questions or need more detailed information about these charges, please contact our ***************** directly. Our team is ready to assist you and provide any additional clarification or support you may need.

  Thank you for your understanding and cooperation.

  Customer Answer

  Date: 08/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I am not pleased but will accept the business' response.  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:06/08/2024

  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.

  My reservation with Routes for four days in *************** rental agreement # OSRCFLL- ****** When delivering the car, the young man in charge of delivering and receiving the cars, told me that the left side corner of the bumper had three super small scratches on the which I understand that it was like this when he gave it to me, that I did not have any accident, nor did I trip over anything, I tell you that He would show me the photos from before they gave me the car, that they never sent me the photos report when I picked up the car, which would be my evidence upon receiving it in the condition it was in, I even asked him on the day of the pickup, what should I do? Do I have to take photos and video? and he told me that he had taken 53 photos of the vehicle and it was not necessary, he told me that he would send me the report of how I picked it up to my email which I never received, there is no evidence that I had received it, they never sent me the photo report of the vehicle, I rented it on May 23, 1:00pm, I feel like I have been deceived since I am new to car rental, and I never received the pick up report at the car rental, I reside in ***************** and I feel scammed by them for charging me $441.48 on June 7, 2024 - they sent me ONLY the after photos when I returned the car 5/26/2024 7:45am , I receive an email about a letter explain to me the damage of the car with an estimate of Coastal Appraisal Sounth claim # FLL-RA ****** for the ****** Versa lic plate QNY J ********************************************************** $441.48.

• Initial Complaint

  Date:04/19/2024

  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.

  I booked a car rental through Expedia for 4 days - $191.24. My flight landed after Routes Car Rental closed. When I went back the next day to pick up the car, Routes refused to honor my booking, and said I was out of luck. I then had to pay Routes Car Rental $193.37 to rent a lesser car for only 3 days. I would like either the $191.24 or $193.37 refunded to me. Thank you for your assistance.

  Business Response

  Date: 05/05/2024

  Dear customer, 

  We sincerely apologize for the inconvenience you experienced with your car rental booking. We understand how frustrating it can be when plans don't align, especially with flight delays and our office hours.

  Please know that by the time you arrived at our counter, your reservation had already expired. However, we do have a grace ****** for customers to arrive and pick up their bookings without incurring extra charges. Typically, these charges are waived when customers inform us of their delay in advance.

  In your case, we recognize that your situation was unforeseen, and we regret any inconvenience it caused you. Therefore, we have decided to void the charge and refund the full amount you were charged at the desk, as per your request.

  You should see the reimbursement reflected in your account within 2-3 business days. We truly value your feedback and aim to provide the best service possible.

  Thank you for bringing this matter to our attention, and we appreciate your understanding. If there's anything else we can assist you with, please don't hesitate to reach out.

• Initial Complaint

  Date:04/18/2024

  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.

  One switch rent a car/Nextcar would not acknowledge my existing auto insurance and required me to purchase their insurance $346.58. My insurance is Noblr which is owned by USAA and acceptable to NextCar

  Business Response

  Date: 05/13/2024

  Dear customer

  We sincerely apologize for the inconvenience and frustration you experienced during your recent rental with our company. Your feedback is invaluable to us, and we appreciate the opportunity to address your concerns.

  After a thorough investigation into your case, we have verified that your insurance provider, Noblr, is indeed owned by USAA and should have been accepted for coverage during your rental. We acknowledge that our failure to recognize this caused unnecessary inconvenience for you.

  We understand that you have already received a 30% refund of the insurance charge. However, in recognition of the confusion and inconvenience caused, we would like to offer you a full refund of the remaining 60% of the charge. You can expect this refund to be processed promptly.

  Additionally, we have taken steps to ensure that Noblr is now included as one of our accepted insurance providers. Going forward, our employees have been instructed to verify insurance coverage promptly to prevent similar situations from occurring in the future.

  Once again, we apologize for the frustration this has caused and thank you for bringing this matter to our attention. We value your business and hope to have the opportunity to serve you better in the future.

  If you have any further questions or concerns, please do not hesitate to contact us directly.

• Initial Complaint

  Date:04/18/2024

  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.

  Complaint and Full Refund Request Add your Comments?We would like a complete refund of our rental! The service was horrible. Upon arrival the shuttle left us at the airport for 1.25 hours despite multiple calls. We were outside and waiting from 3:10 till after 4. Your information and recording all day it runs every 15 minutes! Then when we finally reached your office there were only 2 agents working and 1 lot person. There were 7 people ahead of us trying to get their cars and most had been there over an hour already. I asked if they could upgrade us for the inconvenience and was only given one bottle of water. I asked ***** to please have ******* the Manager to call or email to discuss our issues but he never did. Due to your poor staffing the over 3.5 hours of waiting we were unable to make our paid dinner reservation at ****** which was no refundable and we lost out on spending our first night at the ****** parks costing us over $450 in tickets which were also non refundable. Upon returning the car once again there was a line and this time only 1 agent at the desk! The line of people outside waiting for your shuttle driver was ridiculous and these people had been waiting close to an hour. Just when we were all ready to just call Ubers he showed up. We all had to place children on our laps Bos everyone could fit and not miss our flights! Our and the other children couldnt use seatbelts because there werent enough! Once again no other shuttle drivers on-site, conveniently the managers ******* and *** had left and no one was there to drive any of the other 3 shuttles that were just parked! Additionally I declined the EZPASS, but when I tried to pay a $3.00 toll the attendant refused it saying the EZPASS had already picked it up. When I explained what happened to the desk agent upon return and offered to give her the $3.00 she said no and that we would now also be charged a $15 fine! My rental agreement# is RESERVATION #OSRCMCO - ******.

  Business Response

  Date: 05/27/2025

  Greetings,

  Please withdraw this complaint as you filed the complaint to the wrong location.

  This BBB profile is for ******

  You rented from the Location in ********

  Please file the complaint with the corresponding location you rented from.

   

  Customer Answer

  Date: 06/24/2025

   
  Complaint: 21592689
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* Hannum *******

  Business Response

  Date: 07/02/2025

  Greetings,

  I do understand your concern. However, like I stated in the last response your complaint is for the ******* Location. 

  This BBB profile is for the Miami Location. We did not have anything to do with your rental period. 

  You rejected the response and did not leave a reasoning.

   

• Initial Complaint

  Date:04/18/2024

  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.

  On Jan 23 2024 I rented a car through Expedia for the dates of Mar. 31-Apr 4,2024 and this is where they sent me (Routes car rental). My Plane arrived at 10am and we took the shuttle to Routes and arrived around 10:15am. I stood in line for about an hour (somebody drove into the pole outside and they were to interested in this than to help the customers in line). When I finally get to the counter and am filling out the paperwork and getting my ********************* to download the lady renting the car said ok we have a Tahoe for you (Full size SUV) that I ordered. We went outside to meet the guy getting pictures of a suv and he said this is your car(VW Taos) I looked down at the paperwork and it does clearly state VW Taos- Medium SUV. I told the guy I ordered a full size SUV and his exact words were "I don't know you will have to ask her" and pointed to the lady that did my paperwork as she was walking close. I said this is not a full size suv it says on the paperwork that it is a medium suv and her exact response was "This is the biggest SUV we have here" I said to verify this is the biggest SUV you have and she said "yes". I told her I will take it to get to our hotel and will contact Expedia when I return home about the overpayment. As I did when I returned home I called Expedia about the issue and they called Routes and said I showed up late and this is why I was given a medium SUV and not a full size SUV, (This is a lie). So while I was standing in line waiting my turn I did not see any full size vehicles rented out nor was I late. They can watch their cameras as I did take a picture when the guy hit the pole outside and it is time stamped at 10:27AM and I was in their line. Expedia said I need to contact the car rental company about reimbursement as they(Expedia) paid Routes already. I paid $299.40 to Expedia-$300.00 deposit to Routes-$180.85 to Routes for extra insurance that the lady said I had to pay even though I paid $50.00 extra to Expedia for additional

  Business Response

  Date: 04/18/2024

  Dear BBB,

   

  After reviewing and investigating the customer concern we have identified that this booking and rental was not provided by Routes Car Rental Corporate. This was provided by One Switch Rent a Car and we would kindly request you to transfer this  Review/ Case to One Switch Rent a Car.
  
  
  Address for One Switch Rent a Car: ************************************************************************

  Business Response

  Date: 05/06/2024

  Dear customer

  We deeply apologize for the inconvenience and frustration you experienced during your rental process at our ***** location. It's clear that there was a misunderstanding regarding the vehicle category you requested, and we acknowledge that this situation should have been handled more effectively.

  To address the issues you encountered, we would like to offer you a refund of $75.00. This amount includes the price difference between the categories of the vehicles, as well as a compensatory amount for the inconvenience you faced.

  Please let us know if you agree with this compensation so that we can proceed with the refund. Once again, we sincerely apologize for any inconvenience caused, and we appreciate your understanding and patience in this matter.

  Customer Answer

  Date: 05/06/2024

   
  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:04/18/2024

  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.

  When I booked the car on Feb.6 , the reservation confirmation was sent by email. The estimated charge is about USD723.04 , which is a mini van.(My husband and I have 3 kids)When I picked up the car at airport on the counter of Routes, the gentleman said they had no minivan, they only have SUV. ( They didnt have mini-van, but they didnt advise me in advance we were disappointed , but we didnt have any other choice, we accepted. )And the gentleman suggested we buy the collision damage insurance, FL unlimited tolls, and I added the additional driver. When I swiped ******* I was advised by him the number includes 1000 deposit and he said it was refundable , so I didnt doubt and confirmed it. I took 20 hours plane from ***** to ***** and I was exhausted , my eldest daughter was an ADHD , she screamed and pushed me to sign the contract ASAP. I didnt review the details on the contract on the screen and the paper. But I remember the total cost include estimated tax should be less than 1300USD the gentleman listed the cost orally and I calculated by the calculator.When I returned the car to their company, they said I will get my deposit in 7 business days. When I came back to *****, I called them again after 7 business days, and they said they would refund 1000USD in ***** business days. Then I called them again after 15 business days, they said the 1000USD was released when I return the car, which is self contradiction, And I confirmed with my bank, there was never 1000USD being hold. Please see the contract,I dont understand the details listed on it, and I am confused by the calculation method, the deposit is listed on it, but I cant get it back. Is the total fees ******* or *******? If it is *******, why the 1000USD was deducted but they still charge ******* from my card. And all the charges were set on the day I picked up my car?I am thinking this company inducing consumption at low prices USD723.04 constitutes fraud.can I get my USD1000deposit back?

  Business Response

  Date: 04/18/2024

  Dear BBB,

   

  After reviewing and investigating the customer concern we have identified that this booking and rental was not provided by Routes Car Rental Corporate. This was provided by One Switch Rent a Car and we would kindly request you to transfer this  Review/ Case to One Switch Rent a Car.
  
  
  Address for One Switch Rent a Car: *************************************************************************

  Business Response

  Date: 05/05/2024

  Dear customer, 

  We apologize for the confusion and frustration you experienced during your car rental process. Allow me to clarify the situation regarding the $1000 security deposit and the total charges.

  The $1000 security deposit was indeed a pre-authorization hold placed on your card at the time of rental. This is a standard procedure in the car rental industry to cover any potential damages or additional charges that *** occur during the rental period. This release is automatic and is initiated by your bank, not by our company. We no longer have access to this deposit once it has been released, and we advise you to contact your bank directly for any inquiries regarding the status of the deposit.

  Regarding the total charges, the amount of $1867.07 that was charged to your card at our desk included several components:
  
  - The base rental fee of $723.04.

  - ********** services such as *************************** FL Unlimited Tolls, a booster seat, and an additional driver.

  We regret that there was a lack of clarity in explaining these charges to you at the time of rental. We understand your concerns about the discrepancy between the amount charged and the deposit, and we sincerely apologize for any misunderstanding.

  In light of the miscommunication and inconvenience you experienced, we would like to offer you a compensatory refund of $384.00. This amount is intended to acknowledge the challenges you faced and provide some resolution for your experience.

  Please let us know if you agree with this compensation.We want to emphasize that we no longer have access to the $1000 security deposit, as it was released within the specified timeframe. We advise you to contact your bank directly for further assistance regarding this matter.

  Once again, we apologize for any inconvenience you experienced and appreciate your understanding. Please feel free to reach out if you have any further questions or concerns.

  Customer Answer

  Date: 05/14/2024

   
  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.  Iwould like to accept compensatory refund of $384.00. Which card will the business refund my the money to ?

  the original credit card? or I have to provide a new card number?
  
  Sincerely,
  
  *****************

  Customer Answer

  Date: 05/15/2024

  I haven't got the refund yet, i don't know why the file is closed.

  my last respond is I accept the refund way , but I haven't provide my checking account number and routing number. How could I get my compensation money back?

   

  my **** of america checking account numbeer is ************ routing number is *********  Surname:    : Yang      First Name : ****

• Initial Complaint

  Date:04/12/2024

  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 January 19, 2024 we booked a parking spot through Global Airport Parking in *****, ** to park our car at One Switch *********************, *************************************** Ave. *****, FL *****. On March 27, 2024 ( Wednesday )we arrived at One Switch parking, our GPS told us we arrived and there was two gates, one down and the other was left up in the open position. We pulled in and could not find anyone around so we parked in the #** spot. My wife went in to the office and told the customer service desk that we parked at #** spot. They did not say another word. As we were on our way to the airport on the One Switch bus, I said to my wife to call one switch and tell them they did not give us any receipt or conformation for our parking spot. My wife called and the the male customer service person stated that parking there was fine and would be noted #** parking spot and not to worry about it. When we flew back to *****, ** on April 7, (Sunday) after our vacation, we went to our car and (One Switch) placed a wheel boot on it. They stated we parked in the wrong spot and our car should have been parked on the other side of their building which was not properly marked. We told the lady at (one switch) that we came though the gates, she said that they were the exit gates but sometimes they are stuck in the up open position. We did not know this being open it looked as it was the enter side of the gates so we parked our car there. So we said why the wheel boot, she said that we were not supposed to park there. She said we are sorry, but us ( One Switch ) if we want to remove the boot we would have to pay them a $250 fine. She said that we should have not come though the exit gates, but I said that they did not say exit and the one gate was up in the open position. She stated that occasionally they get stuck in the open position. We said how are we to know that. So we had to pay them ( One Switch ) $250 to remove their boot so we could leave their lot. I believe this is a totally unfair business practice.

  Customer Answer

  Date: 04/13/2024

  We wish to get back our $250 boot fine that one switch took for us so we could leave their lot. That business is a mess and needs much better Management. 

  Customer Answer

  Date: 05/08/2024

  You are receiving the same response we got. This company held our car hostage and placed their boot on our car. Asked us for $250 to have it removed. Very poor business practices. 

  Business Response

  Date: 05/28/2025

   

  Thank you for reaching out. I hope this message finds you well.
  

  We appreciate the opportunity to address your concerns. It appears that the gate you used to enter the facility is clearly marked "Do Not Enter." While it may have been open at the timelikely due to our staff moving vehiclesthis does not indicate that it is an authorized entrance for customers.
  

  The area where you parked your vehicle is designated as a rental car pick-up zone, not a public parking area. This area is reserved exclusively for rental operations, which is indicated by signage along the sidewalk reading "Pick-Up Area."

  The vehicles in that section are intentionally organized by make, model, and size for scheduled customer pickups.
  

  As part of the rental process, customers are expected to enter through the main entrance (clearly marked Entrance) located just up the street. At that location, a staff member at the outdoor desk is available to confirm your reservation and provide you with a receipt. This step helps ensure a smooth and organized experience for all customers.
  

  Our facility operates 24 hours a day, and there is always staff available either outside or inside the main building. If outdoor staff are not immediately visible, we encourage all visitors to proceed inside, where multiple counters are staffed to assist with check-ins and inquiries.
  

  It is standard practice when entering private property to seek assistance from on-site personnel, rather than assuming that an open space is available for public use. The space where your vehicle was parked was reserved for our fleet operations, and as a result of your vehicle being there, we were unable to utilize it as intended. Therefore, the fee assessed reflects the operational impact of the unauthorized parking.
  

  We do want to note that while we reserve the right to have unauthorized vehicles towed from our private property, we chose not to take that route in this case. Instead, we applied a standard fee, which is customary in such situations.
  

  Thank you for your understanding, and please let us know if you have any further questions.

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 21569195
  
  I am rejecting this response because: No, the gate was not clearly marked, and the customer service was of no help and did not care. Also, the arm gate they told us was not working properly. Maybe, if the gate was down no one would have pulled in the wrong direction. They were at fault and they knew it. Not clearly marked and gate was broke.....
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 07/02/2025

  Greetings,
  

  I hope this message finds you well.
  

  We would like to clarify the matter regarding the gate and parking situation. To our knowledge, the gate system was functioning properly at the time in question. Our gate remains an essential part of our security system and is regularly monitored. Its likely the gate was open temporarily due to our staff moving vehicles, which is a routine part of our operations.
  

  There are two clearly visible signs marked Exit positioned at the top of the gate, making it evident that this is not a public parking area. As this is a private business lot, it is standard practice for visitors to speak with a staff member or seek guidance before entering and parking. This is no different from procedures followed in other secured areas such as airport parking lots, where obtaining a ticket or clearance is required.
  

  In this case, there was no indication that you spoke with a team member, requested instructions, or followed any standard entry procedures. Simply entering, parking, and leaving without authorization does not exempt one from the posted policies and potential penalties.
  

  We believe the penalty fee assessed was appropriate based on the circumstances. For your reference, we have attached a photo of the signage posted at the gate.
  

  We will, of course, respect the BBBs evaluation and await their final determination on the matter.
  

  Best regards,

   

  Customer Answer

  Date: 07/03/2025

  Yes, they are saying that because they do not want to reimburse us. The day we arrived the gate arm was broke and not working so we drove into the wrong parking section. When we came back from out vacation it was in working order. We asked the front desk why we were booted, they said we parked in the wrong area. They also said when we came almost two weeks prior, that the gate arm was broke at the time we had arrived. So we said to them how would we have known that. No gate arm so we drove right in. We did not take any pictures because we thought with no gate it is where we supposed to park. But, of course now its been fixed.. they could have put cones in place till the gate arm was fixed to keep people from parking there.....thank you