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:05/22/2024

  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.

  In early January of 2024 I made a reservation for a car for the week of February 12th through the 17th. Upon arrival on February 12th the vendor attempted to impose upon me a fifty (50) mile limit per day restriction after I booked an unlimited mile reservation and checked same with the merchant by before my arrival in *****. They also tried to unscrupulously extract an exorbitant fee from me ostensibly to cover tolls. When I questioned such previously undisclosed items the merchant then refused to honor my reservation, ostensibly because I was a bit over an hour late due to a flight delay. I went to them the following morning and was able to secure a car but only after being coerced into paying for unnecessary supplemental insurance coverage in the amount of $134.32. Prior to this car rental I contacted my automobile insurance company, Geico, who informed me that I was completely covered by them and told me in no uncertain terms that any supplemental insurance coverage being offered by One Switch Rent A Car was completely gratuitous and unnecessary.The merchant insisted that I pay for this supplemental insurance coverage. Rental car insurance isn't mandatory in *******. This fraudulent misrepresentation in conjunction with my immediate urgent need for a car induced me pay. I relied upon this vendor to my determent and its unconscionable overreach and undue influence robbed me of my money. The vendor knew I was from out of state and in ***** on business when no other cars were available.In *******, rental car insurance is not required by law. Supplemental insurance is optional, but the merchant wouldnt rent a car to me unless I paid for it. The man at the counter intimidated me into this bogus charge. While rental car companies are required to carry insurance on their vehicles, theres no corresponding law that says renters have to purchase additional insurance and I was aware of that through Geico, but was also in desperate need of a car.

  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 our office located in ******

  You rented from the location in ******

  Please file the complaint with the correct location.

   

   

• 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

• Initial Complaint

  Date:03/25/2024

  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.

  I reserved a rental car under the name Mex aka One Switch. Pricing is not transparent. Added fees at the time of rental pick up. $2500 deposit plus additional fees if you choose not to purchase the $12.99 daily toll fee protection plan. **************** discouraged me from using the collision Damage Waiver on my credit card and insisted that I use my primary insurance with proof of declaration otherwise I would have to purcahse additional coverage through the car agency. I was also told I would be charged for any damages to the vehicle that are greater than the size of one quarter (25 cents). This includes spots, chips etc..Rented vehicle in ***** ? FLORIDA 3/23/24

  Business Response

  Date: 05/28/2025

  Greetings,

  Please withdraw this complaint as you have filed it at the incorrect company location.

  This BBB profile is for One Switch Rent A Car Miami.

  You rented a vehicle from the Tampa Location.

  The complaint would have to be filed under BBB Tampa.

   

   

• Initial Complaint

  Date:03/13/2024

  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.

  *Merci d'utiliser un traducteur ** ligne, car je m'exprime mieux ** franais*Le 4 mars dernier, j'ai effectu ** ligne une rservation auprs d'Economy Booking pour une location de voiture du 12 au 16 mars 2024 au montant de $54,18 USD. Suite la rservation, j'ai reu le bon qui m**tionnait la fin la m**tion suivante : Insurance from *********** or ****** is not accepted. J'ai donc dcid d'acheter le Full Coverage pour $35,93 USD. Arrive One switch le 5 mars 2024 aprs une heure d'att**te de la navette, on me m**tionne qu'ils n'ont pas de rservation mon nom. L'employe ****** ne m'explique pas grand chose. Je suis ** mom**t de panique quand je ralise que les dates ne sont pas bonnes. Elle me dit de ne pas m'** faire et qu'elle allait arranger a avec l'ag**t ** ligne. Elle a fait une nouvelle rservation du 5 au 10 mars 2024 pour un montant total de $276,41 USD. J'tais certaine que l'anci**ne rservation sur le site Economy booking avait t annul, mais ce n'tait pas le cas. Il a une norme diffr**ce de prix **tre le montant ** ligne et celui pay sur place. Elle me v**d galem**t une passe illimit pour les pages d'autoroute. J'**t**d pas la suite une cli**te dans la file dire un autre cli**t qu'il est possible de payer beaucoup moins cher ** arg**t comptant chaque passage. Je me s**s ***** par l'employe qui n'a pas expliqu correctem**t une trangre le mode de fonctionnem**t du page des autoroutes ** *******. Je lui ai mme m**tionn rester ******* croyant qu'elle allait me conseiller, mais ce ne fut pas le cas. Expri**ce horrible ** plus de faire att**dre ma fille de 7 ans p**dant 2 heures au c**tre de location d'auto qui semble prioriser les frais cachs avant le service la cli**tle. En plus, je n'ai reu aucun docum**t officiel que j'ai sign que ce soit sous forme de papier ou lectronique. Ils ne m'ont demand que signer des dcharges sur un tableau lectronique. La loi ** ******* n'exige pas de fournir un reu au cli**t?

• Initial Complaint

  Date:03/13/2024

  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.

  This company offers discount rates on car rental but when you pick up the rental the reservation has been removed. They then proceed to offer you a new booking for 4xs the original price. I witnessed multiple groups of people refuse to comply with these unfair circumstances.

  Business Response

  Date: 05/28/2025

  Greetings,

  Please withdraw this complaint as you have filed it under the incorrect location.

  This BBB profile is for the Miami Location.

  You rented a vehicel from the ***** location.

  The complaint would have to be filed under the BBB ***** location, as we were not the ones that rented you the vehicle.

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 21428154
  
  I am rejecting this response because:

  All the company did was show that I attempted to rent a car with them. 

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

  Business Response

  Date: 07/17/2025

  Greetings,

  Once again, this complaint was filed to the incorrect location. We were not the location that you had booked a reservations with.

   

   

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 21428154
  
  I am rejecting this response because:

  
  This is the correct location. Ive attached copies of my email recipes as proof.

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