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:01/10/2024

  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.

  Hello, my name is *******************************, back to June 2022 | rented a car from one switch car rental, when returning the vehicle there's no problem at all. After a couple weeks your guys charge me $500 on my credit card. I thought that was a mistake I called *********** to get the refund back I claimed it and then investigation went through, someone explained to capital's fraud department, car was damaged or had a scratched on passenger side That was a lied, when I picked up the car it was raining, water has all over the car body . I never hit the car even involved of any form of accident there's no police report. Now year later it was November 14 2023 my card was charged again an amount of $2770.74 . I don't know why? I want a refund immediately. I need someone to contact me @ ************ to solve this situation, this is ridiculous. Because of this situation my credit score has dropped and I owe money on my card for something I don't know . Please contact me immediately.

• Initial Complaint

  Date:01/01/2024

  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.

  I arrived at *** on 12/22 at 11:00pm. I made it to your establishment by ****pm. I was within the 1 hour window to receive the car I asked for. Upon arrival I was told by other customers who were in line that they had been there for over 2 hours. I remained in the establishment, in line waiting to receive my car. I was finally seen at 2/230am. Once I got to the counter I was told that the car I had prepaid was unavailable and I would have to pay for an upgrade. I had no options as I could not pay another 700 to rent from another company on top of what I had paid your company. I reminded the employees that I had been in line for hours and that I had, in fact been there in time, your staff informed me that regardless of whos fault it was I had to pay. It was almost 3am and I couldnt argue, I had already witnessed plenty of other clients yelling and screaming, your staff calling the police,I honestly didnt want any part of that. I took my rental and called your company on the 24th. I was told that I would get either a call or email regarding a refund on the upgrade, neither did I receive. Today I called and was informed that I could get another 20 some odd dollars in refund, but I would have to send an email for consideration of a full refund for my upgrade.I would again request that your company reconsider as I was in line, you had only 2 employees working and your clients were in line for hours. I am a single mother who really cannot afford another almost ****** for a rental. *************************** #osrcmia512543

• Initial Complaint

  Date:12/22/2023

  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.

  22 December **** at 11:00pm.Different states in the **** use different terminology to refer to what ******* and Georgia and other states call a Declarations Page on consumer vehicle insurance.Not accepting valid vehicle insurance from other states is not acceptable.Other terms used by other states such as ************* and ************ include Statement of Coverages and Coverage Statement.NextCar/OneSwitch have been incorrectly directing customers to purchase insurance that isnt required by law. I will be filing a BBB complaint to help correct this behavior.The desk agent recognized that the information provided by the insurance company includes all required in formation, but refuses to accept it and coerced multiple customers into purchasing NextCars expensive insurance.

• Initial Complaint

  Date:12/10/2023

  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.

  On 12/09/2023, I reserved a vehicle using Expedia used by one switch rent a car also known as next car located at *****************************************************************. Their ad showed as much less than all the other competitors in the amount of $15 a day. Which is GREAT, right! However, after you book the rental and arrive at the establishment, they then ask for your credit card and I get that part, but why are they are charging client underlining fees of $300 for insurance that youve brought to use and $250 for a holding fee! OUTRAGEOUS!! They state they except debit cards but they want both! They present a least of the insurances they accept, but the will not accept it once you get to the counter! It is in no way that this type of practice is acceptable! As I was attempting to make this compliant that particular business (One switch rent a car or next car) is in the drop box for a *************** location! Please help, people are being ripped off and something needs to be done!

• Initial Complaint

  Date:12/04/2023

  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 from Expedia, which was presumed to be fulfilled by Routes Economy Car Rental in *****. I contacted Routes Economy Car Rental on 2 separate occasions (11/17/23 and 11/21/23). I called Routes the week before to be proactive and obtain their after hours policy on 11/17/23 @ 1:36 p.m. and asked what is the policy in case we run late from the airport to pick up the vehicle in the event the office is closed; the representative stated that no problem sir, come in the morning. On the date of travel (11/21/23) DCA was under inclement weather delays. I called Routes again at 7:52 p.m. and informed that our flight would be delayed and we would not make it in time to pick up the vehicle. The representative once again confirmed: no problem sir, come in the morning. I asked to please note my reservation EAPP568338, the representative said: yes sir, no problem. We arrived at 11:25 p.m. in TPA, which was 45 minutes after the agency closed. In the morning, I went to the agency to pick up the vehicle and the representative informs me: we cannot give you the vehicle because you didnt show up yesterday. Additionally, they would not accommodate/modify the date on the reservation to provide the service that was paid for in 7/1/23. I explained that my flight was delayed; they said there was nothing they could do and to contact Expedia for a refund. I contacted Expedia and they escalated my concern. I received an email from their escalation team indicating they would not provide any refund because Routes would not approve the refund. Overall, the merchant kept the money and did not provide the service. I tried to justify my case by asking for an exception for the remaining days to fulfill the reservation which was paid for. It is very hard to believe that working in an airport car rental agency there is no policy in effect to accommodate travelers impacted by inclement weather delays or any flight delay. The company refused to provide a resolution.

  Business Response

  Date: 12/01/2023

  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 : ************************************************************

  Customer Answer

  Date: 12/05/2023

  Per the response from business the location information from BBB and business name is listed as Routes Car Rental (see attached).

• Initial Complaint

  Date:11/29/2023

  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 am writing in regards to a car rental reservation made on July 14, 2023 through Travelocity for rental dates of November 1, 2023 through November 6, 2023. The rental was paid in advance and was setup for Routes Car Rental in ***** ** with confirmation number EAPP291368. On November 1, 2023 my flight from ******** to ***** arrived at approximately 1:10 pm and upon checking in at Routes Car Rental I was informed that my reservation had been cancelled due to me not picking up the car by noon on that date. Shocked and outraged on finding that my reservation had been cancelled and myself and my family was stranded even though the rental had already been paid in full, I questioned the rental desk clerk and was advised that I could make a new rental reservation with them at their current but there was nothing she could do regarding the cancelled reservation or its payment. After hearing that, I left Routes Car Rental and went across the street and rented a vehicle from Sixt Car Rental. At the time of renting the vehicle from Routes Car Rental I was not told nor was there anything indicated in the documents I received stating that if did not pick up the vehicle by a particular time the rental would be cancelled. My itinerary indicated the vehicle would be available for pickup at 10:30 am, it did not state that if I didnt pick up the vehicle by this time (or any other time) that it would be cancelled. The facts are: 1) The reservation was made and paid for a vehicle for use on November 1st thru November 6, 2023. 2) Nowhere is a time indicated that if the vehicle is not picked up by a particular time that the reservation will be cancelled. 3) I arrived at Routes Car Rental on the date for the rental to acquire the vehicle and Routes Car Rental fail to provide me with the service they had been paid for. .

  Business Response

  Date: 11/29/2023

  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: *****************************************************************

   

  Customer Answer

  Date: 11/30/2023

  I thank you for your understanding and assistance in helping to resolve this issue. I have made ample attempts to address this issue with the parties in question only to be quoted a policy that I was not aware of beforehand.  I wound very much like to be refunded for the rental but it is much more important now to prevent anyone else from having this problem in the future. 

  Thank you again, 

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

   

  Customer Answer

  Date: 12/14/2023

  After being informed that One Switch Rent A Car as the actual rental agency responsible for providing me with the rental car I reviewed the complaint filed for this company and discovered they have a practics of canceling rentals without the customer being aware of it. This is unethical and/or fraudelent and the purchasing public needs to be informed on how this company operates. . 

   

• Initial Complaint

  Date:11/27/2023

  Type:Customer Service 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 advertises that it does rental to Local Renters but will not allow unlimited miles, instead they advertise on their public online website Rental Policy to state that they offer reduced daily mileage, from Unlimited Miless to 200 Miles, they also advertise each additional mile is .20 cents. When you arrive to pick up your reserved rental, the policy is different, the policy is to only allow 50 miles per day and each additional mile is .75 cents per mile. This deceptive practice is solely so they can force renters, specifically Local Renters to have to pay extra for the unlimited mileage. Additionally this company states on public policy a local renter is defined as someone who DOES NOT have a return flight. In person, their definition of a local renter is based on their license. In my case, as I am transitioning to be a ***** Resident this impacted me because I still have a ** license, but only until I get my ***** one in 2-3 months and shouldnt have been considered a local renter to begin with. I am seeking a refund for the $181 I was charged additionally than agreed upon on my rental since their policies are incorrect and contradict each other.

• Initial Complaint

  Date:11/17/2023

  Type:Billing 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.

  On 11/15/23 we rented a vehicle from Mex Rent a Car. The reservation had been previously paid for on Expedia. I was traveling in a group and when we got to the counter the agent advised only the driver could be in line. The reservation was paid for on my wife's credit card. I was advised that since I was the driver on the account the credit card had to be in my name. I provided my credit card to them. As we were going through the check in process, I was asked if I had insurance. I explained that the insurance was previously paid through Expedia using the rental insurance. I was charged a $500 deposit and then $394.45 which I thought was for the rental since I was told we couldn't use the card on file because it wasn't in my name. It wasn't until I arrived at my final destination and was able to look over the receipt that I realized that $324.95 was for insurance which I was charged through their company even though I already had purchased it through Expedia and explained that. I feel the agent completely took advantage of the fact that it was late, pouring rain, and that fact that I appeared exhausted to sneak in the insurance plan, knowing full well that I explained I had it. The only thing I knowingly paid extra for was for the unlimited tolls plan which cost $64.95. I first sent an email as prompted on the phone which stated I would a receive a reponse within 24 hours. After not receiving a response in over 24 hours, I called to explain this to customer service I was told that I should have shown the proof of insurance provided with Expedia (even though I explained this wasn't told to me by the agent) and that even though I had the insurance through Expedia they couldn't cancel the insurance plan I was on through them. I was advised to contact Expedia for a refund of their insurance which was $60. I don't know what the bigger complaint is here, the fact I was mislead out of $324.95 or the fact they charge $64.99 daily for rental car insurance.

• Initial Complaint

  Date:11/16/2023

  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.

  On 11/11/23 I rented a vehicle from One Switch Car rental in ***** **. My total cost (Priceline) was just under $230usd. once I arrived to pickup the car, I was informed that I must provide my declaration page from my insurance (which I did). Since i only carry liability on my vehicles, i was told I was required to purchase insurance through their company. At the tune of an additional $35 per day (total paid $405usd + $250 deposit), I agreed. After asking to initial and sign a blank card reader machince, I was told I was emailed a pdf file with our agreement. Side note...we were in line for 2 1/2 hours with an office full of mostly irate customers...some yelling and screaming...others storming out and dealing with similar situations, but since we felt "stuck" we proceeded UNDER DURESS (as did others). At the fault of another driver, we were in a car accident on the evening of 11/12/23. We filed a police report and contacted One Switch customer service by whom we were directed to return the vehicle (it was still driveable) to exchange for another. The next morning 11/13/23, we made the 2 hour return trip to ***** and was informed that we would have to pay $2,500 to leave with another vehicle. We found this absurd since we purchased their insurance policy nor did we have the funds. We filed a claim with the Insurance provider of the other driver involved in the accident...they accepted full liability and agreed to pay for all damages. I was told we could not take another car since we declined to pay the $2,500 deductible that they spoke of, but as soon as they got confirmation that the other company accepted liability, they would refund our $250 deposit and credit our account for the last two days of the rental agreement that we had prepaid. Happy to be "let free." 11/14/23, they charged my account $500 I did not authorize. BUYER BEWARE! DOZENS OF SIMILAR REVIEWS. THIS COMPANY IS CRIMINAL PREYING ON VULNERABLE TOURISTS. Notified my attorney!fraud claim with my bank!

  Business Response

  Date: 05/28/2025

  Greetings,

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

  This BBB Profile is for the Miami Location. You rented with the Tampa Location. They have a separate profile for complaints.

  Please file with them directly.

• Initial Complaint

  Date:11/14/2023

  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 rent a car for 5 days, and the last day (Nov 5th) the car has suffered a break down. On Islamadora Island - Publix supermarket Car park, the car couldn't start and this was not a battery issue.I phoned the customer care of the rental company that has provided me the number of the roadside assistance that I have used. I have pay the *** ($515) to bring the car back to the rental company and claimed there that the issue wasn't mine so I should be refunded.Back from my trip in ******, I have contacted the rental company every day, been in touch with the Manager ************************************ that told me that the car needs to be seen by the mechanics and if the failure is confirmed they would refund the ***. after calling day after day, I finally got a reply today saying that the fuse got faulty and they found *********** stain, therefore conclude of a misuse and took another $317.42 from my initial deposit. That is totally unfair... how come *********** get into a fuse box that is protected (Car is ***** HRV) ? and if it does... how could that be my fault ? how could that happen on a Hypermarket Car Park ? the *********** has informed in their report "no start" and confirmed the failure adress... on a car park.I am ******, back to ****** and just don't know what to do to fight against this SCAM.. obviously the ******************* feel very confortable and safe of the situation with a claim from somebody thousands miles away. This is soooo frustrating and unfair that I really need some help and guidance. I thank you in advance for any help you would be able to provide. Best Regards

  Business Response

  Date: 11/30/2023

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

  I hope this message finds you well. I wanted to address the concerns you raised regarding the recent mechanical issues encountered with the vehicle you rented from us.

  Following a thorough inspection by our mechanics, it was determined that the malfunction experienced was a direct result of improper use of the vehicle during the rental period. Our inspection revealed the presence of mud and water residues in the vehicle's bottom, indicating recent exposure to such elements as explained on the email you received. This finding was significant as the issue arose only on the last day of your five-day rental, confirming that the malfunction was a consequence of actions taken during your rental duration.

  I genuinely apologize for any misunderstanding or miscommunication regarding the situation. However, as per our terms and conditions, damages resulting from improper use or negligence during the rental period are the responsibility of the customer. Therefore, regrettably, the charges for the mechanical repairs required are non-refundable, and it is necessary for the customer to assume responsibility for the damages incurred.

  We understand this situation may be frustrating, and we sincerely empathize with any inconvenience this may have caused. Should you have any further questions or require additional clarification regarding the inspection results, please do not hesitate to reach out. Our aim is to provide transparent communication and address your concerns to the best of our ability.

  Thank you for your understanding in this matter. We appreciate your business and hope for the opportunity to serve you better in the future.

  Warm regards,

  Customer Answer

  Date: 12/03/2023

   
  Complaint: 20870851
  
  I am rejecting this response because:

  I have not done anything wrong, just drive on the road (and not off road), it has actually been return by their employee that the car condition was really good

  I have suffered a break down on a Car Park

  Fuse off... how can I bee responsible ??? all fuse are protected to any kind of spill in waterproof boxes (I have verified in internet - ***** HRV)

  In the contract, car break down isn't under responsibility of the user (of course), the list of responsibilities are in Article 4

  On the contract Website / Email are *********************** isn't serious

  Their internet reputation is very low

  This is just a scam and a tourist Trap
  
  Sincerely,
  
  *********************************