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:08/01/2023

  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.

  Hello,On July 21 2023 we arrived to pick up our rental at One Switch. We waited in line for over 45 minutes. This was after the airport we waited 20 minutes for the shuttle. When we finally got to the counter they told us they no longer had a rental and the only way to get a car was to pay more. No one would help us. Also, they said they didnt have cars for multiple people. This company scammed us. All we would like is a refund of our money because we never received a service or product from them. We want a refund of ******. They would not give me any information to get in touch with someone who could help me. They were refusing to help multiple people. We were completely scammed by this company. Thanks,***************************

  Business Response

  Date: 08/10/2023

  Dear customer,
  
  Thank you for reaching out to us with your inquiry, with the information provided on the message we cannot locate any reservations.
  
  Please, send us the details on your reservation, rental agreement number or reservation ID so we can place the agreement and provide a resolution to your case.
  
  We will await your response to proceed.
  
  
  
  

• Initial Complaint

  Date:07/29/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $94 to park my truck at your lot. I prepaid online through Way.com and was pleased with the competitive pricing. However, upon arrival I was told that it would be double due to me driving a truck and the need to take up 2 parking spaces. It was a scam from the very beginning and they charged my card a 2nd time for the "double parking" on arrival. I have pictures to prove that many other trucks are safely and adequately parked in a single spot. Many of those other trucks are even bigger than mine. I will also be making an FTC complaint because I'm sure everyone else with a truck/SUV has gotten scammed as well for the "oversized" parking.

  Business Response

  Date: 08/10/2023

  Dear customer,
  
  Thank you for reaching out to us with your inquiry, with the information provided on the message we cannot locate any reservations.
  
  Please, send us the details on your reservation, rental agreement number or reservation ID so we can place the agreement and provide a resolution to your case.
  
  We will await your response to proceed.
  
  
  
  

• Initial Complaint

  Date:07/23/2023

  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.

  We rented a car via internet for $450 from ***, When we arrived in ***** yesterday, the rental company forced ** to take out $250 insurance, even though our card covered the rental. We insisted by calling our bank which confirmed with a certificate. **e rental agent finally edited the contract and gave us the keys of the car. Before leaving, we warned a client who had the same problem and the rental agent took it badly by threatening us that he was going to cancel our reservation. We called the police and in the meantime he carried out his threats and asked us to return the keys to him and get my family out of the car at 11 p.m. **e rental agent indicated to the police that we are worth reimbursing when he only made a reimbursement of the surplus collected and not of the $450. We returned to the airport to re-rent a car and that's where we met other people who had suffered the same fate. It is therefore probably an organized thief scam for tourists! ** police agent told us that is business malpractice and h recommands us toi contact your organism. **is is very serious for the image of tourism in this beautiful country that is *******.I have contact information for two victim families like us in case you need it.**anks for your help.Best regards.**e SAHMOUNE family

  Business Response

  Date: 08/07/2023

  Dear customer,

  I hope this message finds you well. I would like to begin by expressing our sincere apologies for the inconveniences you experienced with us. We take your feedback seriously, and I would like to address the issues you raised in order to provide clarity and understanding.

   Firstly, please accept our apologies for any frustration caused due to the requirement of providing certain documentation for Collision Damage Protection. Our company policy, as outlined in our terms and conditions, necessitates customers to present their declaration page from their insurance company or any other valid documentation that confirms the existence of Collision damage protection. We understand that you were utilizing your credit card as insurance, and we regret any misunderstanding that *** have occurred regarding the necessity to show the relevant certificate information.

  The purpose of this requirement is to ensure the safety and peace of mind for all parties involved, as well as to uphold our commitment to providing a secure and reliable rental experience. We understand that this might not have been adequately conveyed, and for that, we apologize.

  It has come to our attention that there *** have been a miscommunication between our rental agent and yourself, as we do not have record of your specific case in our system. We regret any confusion or lack of clarity that *** have contributed to this situation. We strive to deliver the highest level of customer service and accurate information, and we are deeply sorry for any lapses that occurred in your case.

  We understand the importance of a smooth and hassle-free rental process. Please be assured that your concerns have been taken into consideration, and we are committed to rectifying any shortcomings in our service.

  Regarding the issue of refusing service, kindly note that while we reserve the right to decline rental to customers displaying any form of threatening behavior towards our company, it is our utmost priority to address all concerns in a respectful and professional manner. Our intention is to provide a welcoming and positive experience for all our customers, and we apologize if any part of your trip was marred by these circumstances.

  Once again, we deeply regret any disruption to your plans and trip, and we genuinely appreciate your understanding as we work towards enhancing our services and communication. If there are any additional details you would like to share with us, or if you require further assistance, please do not hesitate to reach out to our customer service team.

  Thank you for bringing these matters to our attention. We sincerely value your feedback and the opportunity to improve. We hope to have the privilege of serving you again in the future and demonstrating a high standard of service.

• Initial Complaint

  Date:07/17/2023

  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.

  on 7/15/2023 I flew into *************** for just a one day trip. I rented a car through Trip.Com, as I did for my flight and hotel. So they sent me to OneSwitch Rental Car. I pre-paid $23 for the one day rental. Now when I arrived at the rental car business, after a 20 minute shuttle ride that I didn't know I was going to do, there were a bunch of customers yelling at the customer service reps behind the counter. I heard them yelling that they were trying to charge them $500 more than what they paid and another person was yelling that they wanted $350 more. So when it was my turn, they tried the same thing, my $23 car rental was now $123. They did every dirty trick in the books. First they said that they didn't have the car that I reserved so they had to charge more. But the biggest thing was they wanted my declaration page from my insurance. I showed them my insurance ID card but that wasn't good enough. I told them I own my own insurance agency and nobody carries their insurance documents around with them. So it was absolutely the worst customer experience I have ever encountered. I would not cave into their rip off scheme so I got an Uber and paid them. I will upload the a document with my booking number and everything on it you need.

  Business Response

  Date: 07/26/2023

  Dear customer,

  I hope this email finds you well. I am writing in response to your recent experience with our rental car service at One Switch Car Rental in our ******* facility. Firstly, allow me to extend our sincerest apologies for the inconvenience and frustration you encountered during your visit.

  We understand the importance of a seamless and transparent rental process, and it is regrettable that your experience fell short of your expectations. We have carefully reviewed your feedback, and I would like to address the concerns you raised in your email.

  Regarding the location of our rental car office, I apologize for any confusion that *** have arisen from the shuttle service. Our website and Trip.Com clearly state that we are not situated inside the airport, and we provide a shuttle service for our customers. However, we acknowledge that the shuttle ride duration can vary depending on traffic conditions, and we are sorry for any inconvenience this *** have caused you.

  In regard to the charges, we understand your frustration with the difference in pricing from the initial reservation. I assure you that the information about possible additional charges, including the need for a declaration page from your insurance, is stated in our terms and conditions. On the Trip.Com website, we outline the requirement for customers using their own insurance policy to provide a valid proof of insurance coverage, including relevant coverages and validity periods. This policy is essential to ensure the proper rental of the vehicle and the safety of all parties involved.

  We acknowledge that reviewing terms and conditions can be time-consuming, but it is essential for customers to be fully aware of our requirements and processes. To further clarify this, I have attached a screenshot of the Trip.Com website where this information is explicitly stated.

  While we strive to provide the best possible customer experience, it is evident that we fell short in meeting your expectations during this occasion. We deeply regret any discomfort or inconvenience you faced, and assure you that we take your feedback seriously. Our team will use this valuable insight to improve our services and enhance the overall customer experience.

  Once again, I extend my sincere apologies for the negative impression this experience *** have left you with. If you decide to give us another chance in the future, we will do everything within our capacity to ensure a smooth and pleasant rental process.

  If there is anything else you would like to discuss or if you have any further questions, please feel free to reach out to me directly. Our team is committed to addressing any concerns you *** have promptly.

  Thank you for bringing this matter to our attention, and we hope to have the opportunity to regain your trust in our services.

  Customer Answer

  Date: 07/27/2023

   
  Complaint: 20332673
  
  I am rejecting this response because: They know darn well they are running a scam there at the business. That business was full of people yelling at them. They are pulling this scam on everyone. I have been traveling for years and I have never experienced anything like this. I will not stop until they are put out of business, which they have been plenty of times. They just open up under a new name. No mater what I came up with, the DEC page or anything, they kept finding ways to charge more money. It's a shame that these people come into ***************** and try to scam hard working Americans like me. Well I'm not going to stand for it.  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/10/2023

  Dear customer, 

  I truly appreciate your candid feedback and would like to take this opportunity to provide you with some further insight into our policies and procedures. Firstly, please accept our sincere apologies for any frustration or inconvenience you may have encountered during your visit to our office. We take your feedback seriously and value your input as it helps us continuously improve our services.

  I would like to clarify a few points based on the details you shared:

  Our agents are trained to communicate all pertinent information, including terms and conditions, insurance details, additional services, mileage, tolls, and any relevant charges at the time of pickup. We understand the importance of ensuring that our customers have a clear understanding of their rental agreement. We make every effort to be transparent about our policies, and they are readily available for review on our website. 

  In your case, your reservation was canceled due to the requirement of a declaration page, which unfortunately was not provided. We apologize for any confusion this may have caused.

  While we strive to offer a positive experience to all our customers, we understand that our policies may not always align with everyone's requirements. We regret that our services did not meet your expectations on this occasion. We encourage all customers to familiarize themselves with these policies to make informed decisions that align with their travel needs.

  I also want to clarify that our commitment to providing excellent service doesn't discriminate based on anyone's background or origin. We are a team of dedicated individuals, including proud American citizens, working diligently to ensure that all our customers receive top-notch assistance and support.

  Please be assured that your comments will be shared with our team to enhance our customer service and avoid similar situations in the future.

  Once again, thank you for bringing this matter to our attention. We look forward to the opportunity to regain your trust and provide you with a positive experience should you consider using our services again in the future.

  Customer Answer

  Date: 08/11/2023

   
  Complaint: 20332673
  
  I am rejecting this response because: ************** can write all the fancy emails apologizing and state that the customers satisfaction is number one, that is totally false and a lie. I have never experienced this kind of scamming before and I travel a lot. Im telling you the truth 100% and God strike me dead - all the other customers that were in there were going through the same scam that I was. Everyone was yelling and cussing at the workers there, and those workers couldnt care less. So Im telling you that this company needs to be shut down. I dont need my $24 back but I need this company to know that I will spend a whole lot more than $24 to make sure they pay for their dirty deeds. But we all know, that will just shut it down and open up under a different name just like they have done before. 
  

  now the management said my reservation was canceled because of a DEC page. Well I had my DEC PAGE emailed to me and I showed the worker that on my phone. So your statement is untrue. She then tried the scam that they didnt have any vehicles that I reserved and wanted to charge me more. So no matter that I came up with everything they tried to scam me with, they still would come up with another way to raise the premium. So I dont need any more apology emails, and all their fake apologies.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/16/2023

  Dear customer,

  While we understand your frustration and disappointment, we would like to address some of the points you've raised in your recent communication. Our intention is not to disregard your feelings, but to provide clarity on the situation:

  We apologize for any confusion regarding your reservation cancellation. Our policies and procedures are outlined on our website to ensure transparency, as I explained before. Your reservation was canceled due to a discrepancy with the required documentation. We understand that you had provided an ID card, but unfortunately, it is not sufficient proof as per our guidelines. We strive to adhere to these policies consistently to ensure fairness to all our customers.
  

  We take your accusations seriously and apologize if you felt that way. We want to assure you that our company operates with integrity and is committed to providing transparent and honest services. We do not engage in deceptive practices and always aim to address any concerns our customers may have. I want to assure you that we are not an enterprise operating under different names, nor have we shut down at any point. Our company has maintained a consistent presence and remains open to serve our customers. The information you've shared regarding our supposed shutdown and rebranding is inaccurate and does not align with our business practices.

  We understand that emotions can run high when situations are challenging, and we respect your right to express your opinions and concerns. However, it's essential to ensure that the information being shared is accurate and based on factual details. We take our reputation seriously and strive to provide the best possible service to our customers.

  We regret that your experience was unsatisfactory, but we do not have any records of multiple customers on the same date encountering the issues you've described. Our team is dedicated to resolving customer concerns promptly and professionally, and we value all feedback that can help us improve.

  We understand that your trust in our services has been compromised, and we regret that we were unable to meet your expectations on this occasion. While we respect your decision, we sincerely hope that you might consider giving us another chance in the future. Our customer service team is here to assist you if you decide to reach out again.

  If you feel the need to take additional steps to address this matter, we respect your right to do so. We are open to any process that can lead to a fair resolution.

  Once again, I apologize for the inconvenience you experienced, and I appreciate your willingness to engage in a dialogue with us. Our goal is to ensure that every customer has a positive experience, and we will continue striving toward that objective.

  Please know that we are here to help and provide assistance if you decide to reconsider in the future. Should you have any further questions or concerns, please don't hesitate to reach out to us.

• Initial Complaint

  Date:07/12/2023

  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.

  On June 15 2023 I registered and paid $****** Online for my 2019 RAM **** to be parked at their lot from June ***** on this companies website. When we showed up on June 16 I was told I need to pay an additional ****** since my truck might take up two spots - which is false. I park everywhere and have NEVER had to park in more than one spot. No where does it say on their website anything about my truck costing extra. When I was told this they told me if I dont pay then I need to find somewhere else. As we were scrambling to catch our flight to Europe out of ************* I had no choice but to pay it. This is a total scam and I plan to contact the bank and report this as fraudulent. And if I cannot get my money back for the additional ****** I will take them to small claims court.

  Business Response

  Date: 08/10/2023

  Dear customer,
  
  Thank you for reaching out to us with your inquiry, with the information provided on the message we cannot locate any reservations.
  
  Please, send us the details on your reservation, rental agreement number or reservation ID so we can place the agreement and provide a resolution to your case.
  
  We will await your response to proceed.
  
  
  
  

• Initial Complaint

  Date:07/05/2023

  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.

  On June 30th my wife had a reservation for Routes rental car she arrived early that evening and when to the county one of the staff that was attending she told her that she would have to wait due to her early arrival and ended up waiting 2 hours at the location then finally with they called for her to the county the staff member was extremely rude and obnoxious she kindly provided all the documents that you requested and then told her that she would have to pay a $1500 deposit to rent the vehicle out of all the years that I have rented a vehicle I have never seen or heard of anybody charging 15:00 deposit unless you dont have a credit card or so on and so forth from my wife, they have a credit card had all the credentials, but yet still was treated unfairly and all just because she did not except the insurance because we have our own insurance and do not except the toll charge or the toll tag that they provide because she doesnt need it this is so very unprofessional and unacceptable for a corporation like this to treat people and to try to take advantage of them just because my main concern is how they treated my wife and the disrespect that they provide to your customers at the counter very very unprofessional very sorry people

  Business Response

  Date: 07/26/2023

  Dear customer,

  I hope this email finds you well. I am writing in response to the feedback you provided regarding your wife's recent rental experience with Routes Car Rental on June 30th. Firstly, please allow me to extend our sincerest apologies for the inconvenience and dissatisfaction your wife encountered during her visit to our location.

  We take great pride in our commitment to providing exceptional customer service, and it deeply concerns us to hear about the treatment your wife received from our staff. Please be assured that we do not tolerate any form of rudeness or obnoxious behavior towards our customers, and we are taking this matter very seriously. We will be addressing this issue with our team to ensure that such incidents do not recur in the future.

  Regarding the extended waiting time, we sincerely apologize for the delay your wife experienced during the pick-up process. Our goal is to have all vehicles ready for our customers at the designated time, after undergoing thorough mechanical inspections and cleaning. However, it appears that on this occasion, we fell short of meeting that expectation. In an attempt to compensate for the inconvenience, your wife was offered an upgrade to a more comfortable vehicle category, an intermediate car instead of the compact car she initially booked. Nonetheless, we understand that this does not fully excuse the prolonged wait, and we are reviewing our processes to prevent similar delays in the future.

  In regards to the security deposit, we understand your concerns about the $1500 deposit requirement. As mentioned in our terms and conditions, the security deposit can indeed go up to $2500, regardless of the type of credit card used. I want to clarify that the deposit is a standard practice in the car rental industry and is meant to safeguard against any potential damages to the vehicle during the rental period. However, we acknowledge that this information should have been communicated more clearly, and we apologize for any confusion or inconvenience this may have caused your wife.

  Additionally, we apologize if our rental agents offered any extra services or products in a manner that made your wife feel pressured. While our agents do inform customers about available options, we want to ensure that the process is respectful and not perceived as pushy.

  We are genuinely sorry for the negative impression this experience may have left you with. We value your feedback, as it helps us identify areas of improvement and reinforces our commitment to delivering the best possible service to all our customers.

  If there is anything else you would like to discuss or if you have any further questions, please feel free to reach out to us. We are here to address any concerns you may have and to restore your confidence in our services.

  Once again, I apologize for the inconvenience and frustration caused to your wife during her rental experience. We genuinely appreciate your understanding and hope to have the chance to make amends.

• Initial Complaint

  Date:05/18/2023

  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.

  WORST RENTAL EXPERIENCE EVER. DO NOT RENT FROM HERE. I witnessed an agent coerce a customer into purchasing a toll pass at a $12.99 per day surcharge by telling them they couldnt use the highway system without tolls. Fortunately I was savy enough to decline and no had issue using the highways while avoiding the toll lane. They didnt accept full coverage insurance from the 3rd party. Stated it didnt cover their vehicle. THIS COMPANY WILL NOT BE AROUND FOR LONG. Manager was so crass and refused to accept my credit card insurance my *************** and charged me $38 additional per day after advertising the rental would only cost $15 per day. Pay the few dollars extra to use a legitimate car company like *************** Hertz Budget Dollar Thrifty. Ultimately you will pay more to use this company. Their practices are illegal and they will be investigated by Consumer Affairs.

  Business Response

  Date: 05/29/2023

  Dear customer,

  We want to apologize for any misunderstanding and inconvenience you experienced during your recent rental experience with our company. We take your feedback seriously and strive to provide exceptional service to all our customers.

  I would like to address the toll pass option that was presented to you during the rental process. In the ****************, there are a significant number of electronic booth tolls compared to traditional cash booths. Many customers may not be aware of the specific roads to take in order to avoid tolls, especially if they are planning to drive extensively. Therefore, we offer the toll pass option as an additional service to our customers for their convenience. It is important to note that this option is not mandatory, and customers are free to decline it if they prefer. I am glad to hear that you were able to navigate the highways without using the toll lanes. Rest assured, we will address this matter internally to ensure our agents provide accurate information to our customers.

  Regarding insurance coverage, our terms and conditions require customers to provide proof of insurance at the time of pickup. While we understand that many credit cards offer collision coverage, we were unable to verify the coverage of your specific credit card. As a result, our rental agent and office supervisor offered you our Collision ************* (CDW) as an alternative. I apologize for any inconvenience caused by this situation.

  To properly address this issue, we kindly request that you provide ** with additional information. Please email ** at **************************** with details regarding your credit card bank and proof of insurance. This will enable ** to verify the information provided and work with our administration department to reach a fair resolution or provide clarification.

  We take pride in delivering excellent customer service, and we genuinely regret that your experience did not meet your expectations. We value your feedback, and we are committed to resolving this matter to your satisfaction.

  Thank you for bringing this matter to our attention. We look forward to hearing from you soon.

  
  

• Initial Complaint

  Date:05/12/2023

  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 attaching the location of ********************************, which is downloaded from the Routes website. The address and phone number matches my booking record, indicating my booking is from Routes Car Rental. Their online booking policy stated that "If you have reserved a prepaid pay now renta will be charged in full at the time of reservation. Your booking will be guaranteed for pickup." Our booked car was canceled due to the claimed "missing 2-hour holding window". 

  Business Response

  Date: 05/05/2023

  Dear BBB,

   

  After reviewing this 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 request you to transfer this Case to One Switch Rent a Car.

   

  Address: ************************************************************

  Contact Number: ***************

  Customer Answer

  Date: 05/12/2023

  We prepaid for a rental car from Routes in full ahead of time at the *************************** on April 29, 2023. The booking and payment was through Expedia.com and the Expedia itinerary number is **************. When we arrived at the Routes counter at ***** internatioal airport, we were told that no car would be provided since we arrived 2 hours and 17 mins at the rental counter (due to flight delay), out of Routes' 2-hour car holding window. We prepaid for the car and don't understand why there is hold window of 2 hours. We also could not find any rule that says 2 hour holding window on Expedia's website about Routes. We demand a full refund plus all the transportation cost incurred to ** because of the canceled rental agreement.

  Business Response

  Date: 05/16/2023

  Dear customer,

  We would like to extend our sincerest apologies for not being able to provide you with the vehicle you had rented. Unfortunately, your reservation was marked as a No-Show as you arrived approximately 2 hours and 17 minutes past your scheduled pick-up time.

   As per our policies, which are clearly stated on the Routes car rental website, any reservation that exceeds a 2-hour delay is considered a No-Show. We understand that unexpected circumstances can arise, causing delays, and we apologize for any inconvenience this may have caused you.

   Regrettably, since we did not receive any communication or information from you regarding your late arrival, we were unable to hold the vehicle for you. Our goal is to provide excellent service to all our customers, and we deeply regret that we were unable to fulfill your reservation in this instance.

  To provide further clarification, we have attached the relevant information from our website that specifies the policy regarding No-Show reservations after a 2-hour delay.

• Initial Complaint

  Date:05/01/2023

  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.

  On January 27, 2023, I made a reservation with Expedia for a 3-day rental car with Nextcar rental car. On the second day the car stopped working. We called the rental company several times also sent a text .After several attempts since no one in this company knew what they were supposed to do, they took all my information and told me they had called a tow truck and they were going to be on our way in about 40 minutes. They also sent me two messages confirming the tow truck was on its way. After an hour of waiting, I called the tow truck company to find out Nextcar had never sent a tow truck, to begin with. I decided to leave the car in the parking and I took a cab to the rental car company to return the keys and let them know about the situation. Four days later a customer agent called me to ask where the car was even though I had advised them about the situation of the car. They told me about all the extra fees that I have to pay since the car wasnt returned on time. they sent me a non-reply email saying that they used the $500 deposit to cover all the expenses (they didnt try to use my car insurance or the alternate car insurance that I bought thru Expedia). The email has no phone number or address to contact them and the person who sent it didnt use only his first name no last name or any other information that identified him as an employee.I notified my bank to try to stop the transaction but it was too late. I have tried to contact this company several times after the incident but it's not possible because they use different names. My rental reservation was only $148.41, plus $65.04 for 300k third-party liability insurance that they obligate customers to pay to rent from them. I was also charged a $500 security deposit, a total of $713 for 2 days of rental .Why did I end up paying an ****% concession recovery fee, parking fees, vehicle license recoup, energy recovery, and extension fees .

  Business Response

  Date: 05/11/2023

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

  Thank you for bringing your experience with Nextcar Rental Car to our attention. We deeply apologize for the inconveniences you encountered during your rental period and the subsequent miscommunication that took place. We understand your frustration and would like to address your concerns.

  Firstly, we apologize for the delay and confusion regarding the tow truck service. As you mentioned, our customer service team made arrangements with a towing company based on the information provided. However, we regret that the tow truck did not arrive as expected, resulting in further inconvenience for you. We would like to clarify that the timing and arrival of the tow truck are beyond our control. While our team received information from the towing company about their estimated arrival time, we understand that there was a delay in their response, which further added to your inconvenience. We sincerely apologize for this unexpected delay and the resulting frustration it caused.

  In regards to the battery discharge, we were informed by the Workshop that the lights were left on, leading to the battery issue. We genuinely tried our best to help you in this situation and resolve the problem promptly.

  We would also like to reiterate that we waived all towing costs, parking ticket expenses, and any other related charges associated with retrieving the vehicle from the convention center. Our aim was to assist you during this unfortunate situation and alleviate any additional financial burden. Furthermore, we regret to inform you that you are responsible for the payment of the additional days that the car was left at the convention center. As per our rental agreement, the customer is liable for all rental charges until the vehicle is returned. However, despite our attempts to contact you, we did not receive the exact location of the vehicle. Therefore, we were unable to retrieve it promptly, resulting in additional charges for the extended rental period. We apologize for any confusion or inconvenience caused by this situation.

  Regarding the liability insurance, we apologize for any confusion or misunderstanding. ******************* provides coverage for bodily injury or property damage caused to others in the event of an accident. In your case, the insurance purchased through the booking website did not include liability coverage. Our representative offered you the option to purchase this additional coverage to ensure you had comprehensive protection during your rental period. We understand that this may not have been clearly communicated, and we apologize for any inconvenience caused by this lack of clarity.

  Please be assured that all the emails you received from ** contain the necessary contact information, including emails and phone numbers for our customer service team. Additionally, your rental agreement also includes the same information, allowing you to easily get in touch with **. We apologize if this information was not clearly communicated, and we will ensure that our future communications provide all the necessary details for easy access to our customer service team.

  Once again, we apologize for any inconvenience caused during your rental period. Your feedback is valuable to **, and we will use it to improve our services and communication processes. We appreciate your understanding and look forward to resolving this matter to your satisfaction.

• Initial Complaint

  Date:04/25/2023

  Type:Order 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 was billed twice! once on oct 25th for ******, and again on nov 9th for ******. i went through the reviews of the company afterwards and they are HORRID. i guess multiple people have had similar issues. complete scam.

  Business Response

  Date: 05/01/2023

  Dear customer,

  Thank you for your feedback. We would like to start by apologizing for any inconvenience or miscommunication that *** have occurred during your recent rental with **. It is always our goal to provide our customers with the best possible experience, and we are sorry to hear that we *** have fallen short in your case.

  Upon reviewing the information we have from your reservation, we see that there were some charges that you were not happy with. We understand that this can be frustrating, and we apologize for any confusion or frustration that *** have caused.

  Let ** clarify the charges. When you made the reservation, the total was for $139.31 which only included the vehicle and taxes. You pre-paid this amount through the booking website. The amount what you paid at the desk of $190.79 which was for the additional Waiver Deductible, this is a charge who helps to lower the deductible of your own insurance vehicle and also allow ** to handle all claims procedures in the event of an accident. This extra charge was accepted by yourself. 

  We also noticed that you did not make a complaint directly to our customer service team at the time of your rental. We always encourage our customers to let ** know if there are any issues or concerns, as we are always here to help and want to ensure that our customers are satisfied with their rental experience.

  Likewise, we are sorry that we did not have the opportunity to address your concerns in a timely manner and to find the best possible solution for you. We would like to make it right, however, we understand that your reservation was several months ago.

  Please know that we take all feedback seriously, and we will use your comments to improve our services going forward. Thank you for choosing our rental service, and we hope to have the opportunity to serve you again in the future.

  Customer Answer

  Date: 05/08/2023

   
  Complaint: 19981794
  
  I am rejecting this response because:

   

  I DID deny insurance charges because I already had insurance coverage - in multiple forms, in fact. The business says I could have mentioned something in the moment, but I was told that the charges were for incidentals, so how could I have mentioned something then? I didn't know I would be falsely charged for insurance, especially after showing my own proof of insurance. I also tried reaching out to get this refunded, but to no avail.

   

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

  Business Response

  Date: 05/11/2023

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

  We apologize for any confusion caused by the additional charges labeled as "incidentals" during your rental process. It appears there was a miscommunication, and we regret any inconvenience this may have caused. Allow ** to provide further explanation regarding the charge you mentioned. 

  The amount of $190.79 that you paid at the desk was for the additional Waiver Deductible, this is not an extra insurance. This charge is designed to lower the deductible of your own vehicle insurance and provides the benefit of allowing ** to handle all claims procedures in the event of an accident. This additional actually upgraded your own insurance, which in case of an accident, it would have saved you from damage charges. This coverage is an optional add-on, and it offers enhanced protection and convenience for our customers. Our records indicate that you agreed to this charge during the rental process, while, we understand this was not clarified during your pick-up, there is no way of removal now has passed months from your rental. 

  To assist ** in better understanding the situation, could you please let ** know the specific channels you attempted to contact ** through?
  As part of our commitment to providing comprehensive support, we include our customer service contact information in the emails you received both before and during your rental period. Additionally, your rental agreement contains the necessary details to reach our team. We apologize if this information was not clearly communicated or if there were any difficulties in accessing it.

  Once again, we apologize for any inconvenience caused and appreciate your understanding as we work to address your concerns. Your feedback is valuable to **, and we will use it to improve our services and communication processes. We are committed to resolving this matter and restoring your confidence.

  Customer Answer

  Date: 05/12/2023

   
  Complaint: 19981794
  
  I am rejecting this response because:

  I did NOT accept these charges. i specifically said i was declining. the fact that you are trying to make this argument - that i would volitionally sign up for additional insurance when i already had my own insurance - is clearly ludicrous. nobody gets his own insurance and then ALSO gets additional insurance from the rental company. and it's clear from online investigations that i'm not the only one who has been scammed by your company. your practices are appalling.
  

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