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:07/28/2025

  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 booked a car via economy bookings for a $87.24 which half was paid up front and the other half to be paid upon picking up. Once i got there to celebrate me and my wifes 10 year anniversary we were duped and left in a awful spot. They decided to change the price(against the initial agreement) and charge an additional $104 to make the total go from $87.24 to $192.03 and they did this knowing we would be trapped there and not able to do anything else. This is extremely unethical and a horrible thing to do to a couple wanting to celebrate their marriage. I tried to reach out but its nearly impossible to get in touch with anyone. Please refund the $104.78 before i need to look for legal assistance,

• Initial Complaint

  Date:07/23/2025

  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.

  I contracted for a rental car through Priceline and paid up front and in full. When I got to the physical location, in a industrial area and a $55 **** drive from the cruise terminal in **************, to pick up the car, I noticed the company I had contracted with *************** was having its name scraped of the window! Then then asked for a credit card of the security deposit and liability insurance when I balked as my personal car insurance covers all rental car AND my credit card that I used *************** covers both liability and collision I was told It didnt matter company policy and I was free to go elsewhere needless to say I was stuck and wild have to return to the airport to find another car. The security deposit took 2 months to get back now Im trying to recover the $150 that should have never been charged !

• Initial Complaint

  Date:07/16/2025

  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.

  So I ordered car online, and it said it was like 60 bucks for 6 days. All along i thought it was to good to be true. The i get to ***** and they tell me my full coverage insurance doesn't cover there cars when I'm positive it does. So I have to have a car.. so I say fine what ever. He then tells me that's 25 dollars a day. So I say fine, your website is very misleading. THEN he says I have to buy a toll pass for 14 dollars a day, and if I don't every toll I go through will be a 25 dollar charge!!! Which is **** cheeks considering when I went through the tolls it said $2.25... also by the time I made it to that point, the very first stop sign i pulled up to the A/C stopped working! Im here for my wife to get surgury. ***, ALSO before I even made a payment he said there was a 350 dollar deposit. Which he told me had to be a completely separate transaction.. I got to the lot when they told me to go and they told me to get in this glass phone booth that was hotter then h*** for me to hear all this nonsense. I told him it was hot and he said there was a fan in there. And I told him that it didn't work.. and he told me he would report it... horrable experience....

  Business Response

  Date: 07/16/2025

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

• Initial Complaint

  Date:07/01/2025

  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.

  NextCar cancelled my car rental reservation despite the fact that I have insurance. ******, who was the driver on the reservation, was denied coverage or denied the car due to a lack a perceived of insurance coverage which he explained multiple times. The person at the NextCar counter wouldnt allow ****** to rent the car. ****** has a car rental car insurance policy. Through his legal spouse, he is not the policyholder, but he is on the policy. Regardless, he should've been allowed the rental car and this was NOT something that we chose to cancel. They would NOT let us rent a car. In addition to all this, we also have car rental coverage through our credit card, so we do not need additional rental car coverage. We are seeking a refund because we were DENIED the car rental. It was not a choice we were able to make or anything that we could've fixed. I want to emphasize that ****** has car insurance and has rented a car through many other companies. This is unacceptable and we need a refund promised to us today.NextCar is not acting in good faith and refuses to refund us despite the fact that they cancelled the reservation on their end. NextCar claims that ****** did not have insurance (categorically untrue) and that he elected to cancel the reservation, even though they had turned him away at the counter and said they would not rent to him.

  Business Response

  Date: 07/18/2025

  Dear ********************** are writing in response to your complaint, ID ********, received through the Better Business Bureau. We sincerely regret that your recent rental experience with NextCar of Fort Lauderdale did not meet your expectations, and we apologize for any frustration or inconvenience you and Mr. ****** encountered. We take all customer feedback seriously and aim to provide transparent and fair service.
  We have thoroughly reviewed the details of your complaint regarding the denial of your rental reservation. We would like to address the points you have raised:
  Regarding Insurance Coverage and Denial of Rental: We understand your assertion that Mr. ****** has car insurance and is listed on a policy through his spouse, and that you also have credit card rental coverage. Our policy, which is accessible online (*************************************************************), outlines specific requirements for personal insurance to be accepted for a rental. While Mr. ****** may be covered under a policy, our standard procedure requires that the primary renter's insurance policy directly covers the rental vehicle for collision and comprehensive damage, with specific liability limits. If the primary driver is not the named policyholder on the insurance card or if the policy cannot be verified to extend full coverage to the rental vehicle in the primary renter's name, we are unable to accept it. This is a common industry practice to ensure proper coverage and liability. We regret that this specific requirement was not met at the counter, leading to the inability to proceed with the rental under your personal insurance.
  Regarding Credit Card Rental Coverage: You are correct that many credit cards offer coverage for physical damage to the rental vehicle. However, it is important to note that credit card coverage typically does not provide liability coverage, which protects against claims from third parties for bodily injury or property damage. Our rental policies require a certain level of liability coverage. Therefore, even with credit card coverage for physical damage, additional liability insurance was still required to meet our rental qualifications. Since this necessary liability coverage was declined at the counter, we were unfortunately unable to proceed with the rental.
  Regarding Cancellation of Reservation: We understand your frustration that you felt the reservation was cancelled by NextCar, not by choice. When a renter's insurance or other rental qualifications cannot be met at the counter, and they decline to purchase the necessary coverages or services offered by NextCar, we are unfortunately unable to release the vehicle. In such instances, the reservation is marked as a customer decline, as the conditions for rental could not be fulfilled by the customer. We regret that this resulted in you being unable to rent a car, especially given the inconvenience it caused.
  Regarding ***************** We apologize if the explanation provided at the counter by our staff was not sufficiently clear or empathetic, leading to further frustration. We value clear, professional, and courteous interactions with all our customers. We assure you that this feedback will be addressed internally with our team members to ensure all staff adhere to our service guidelines and receive further training as needed to prevent similar situations from occurring in the future.
  In conclusion, while we regret your negative experience and the inconvenience caused, the denial of the rental was based on the inability to verify that the primary driver's insurance met our specific requirements for accepting personal coverage, or the declining of the necessary liability coverage at the counter. We remain committed to resolving customer concerns fairly and transparently.
  Please confirm with the BBB if this proposed resolution is acceptable to you, so we can proceed with closing this complaint.

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23543631
  
  I am rejecting this response because:
  
  ****** is a policyholder in the car insurance with his wife.

  
  Sincerely,
  
  Winnie Kong

  Business Response

  Date: 07/25/2025

  Dear ********************** are writing in response to your recent message regarding BBB Complaint ID ********, specifically your clarification that Mr. ****** is a policyholder on the car insurance with his wife. We appreciate you providing this additional detail.
  While we understand that Mr. ****** is a named policyholder, our rental policy, as outlined on our website, requires that the primary renter be the owner of the insurance policy, or that the policy explicitly extends verifiable primary coverage to the rental vehicle in the primary renter's name, with the policy owner's consent and verification. This is a critical distinction in our verification process to ensure proper coverage and liability for the rental vehicle.
  Unfortunately, at the time of pickup, this specific requirement regarding the policy owner or verifiable primary coverage in Mr. ******** name could not be met. As the conditions for rental were not fully satisfied by the customer at the time of pickup, and the necessary liability coverage was declined, no refund for the prepaid amount is due.
  We remain committed to resolving customer concerns fairly and transparently.

• Initial Complaint

  Date:06/16/2025

  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.

  The salesman at the NextCar location in Ft Lauderdale committed fraud by lying to myself and other customers about what was necessary to purchase before hitting the road. After I objected to the extra charges of sunpass and additional insurance the man at the desk pretended he could not understand me and continually said Buy you must Buy. After debating this way for about 40 minutes to an hour I eventually gave up and paid for the s*** to end this experience. Throughout the discussion his English got slightly better and if I was not a first time car renter I may have stood my ground and fought him on the charge. Either way this business is a scam and many many peoples have had similar experiences.

  Business Response

  Date: 07/04/2025

  Dear Mr. **** *******,
  We are writing in response to your complaint received through the Better Business Bureau. We sincerely regret that your recent rental experience with NextCar of Fort Lauderdale did not meet your expectations, and we apologize for any frustration or dissatisfaction you encountered. We take all customer feedback seriously and aim to provide transparent and fair service.
  We have thoroughly reviewed the details of your complaint regarding your rental experience at our Fort Lauderdale location. We would like to address the points you have raised:
  Regarding Allegations of Misleading Sales Practices and "Fraud": NextCar Rental strongly refutes any accusation of fraud or intentional misleading tactics. Our comprehensive rental policies, covering optional services like Sunpass (FL *************** service) and various insurance coverages, are transparently published on our website (*************************************************************) precisely to avoid misunderstandings. While we strive for clarity in all interactions, the decision to purchase additional services or coverage is ultimately at the customer's discretion. These options are presented to enhance the rental experience (e.g., convenience of toll pass) or ensure compliance with our insurance requirements, which may vary based on a renter's personal coverage.
  Regarding the Purchase of Sunpass and ********************* We understand your concern about feeling pressured into purchasing the FL *************** service (Sunpass) and additional insurance. Our policies outline various insurance requirements, including mandatory charges for Collision Damage Waiver (CDW) and Supplemental Liability (SLI) unless specific conditions are met by a renter's personal insurance. The FL *************** service is offered for convenience to avoid individual toll charges and potential administrative fees. While these are presented as options or requirements based on policy verification, we regret if the explanation at the counter was not sufficiently clear or if you felt undue pressure. Customers always have the option to decline the rental if the final terms, including any additional services or coverages, are not agreeable.
  Regarding Communication and ***************** We are deeply concerned to hear about your experience with our salesman, particularly your description of difficulty in communication and feeling unheard. This behavior is unacceptable and does not align with NextCar Rental's standards for customer service. We value clear, professional, and courteous interactions with all our customers. We assure you that this feedback will be addressed internally with our team members to ensure all staff adhere to our service guidelines and receive further training as needed to prevent similar situations from occurring in the future.
  Goodwill Gesture: To further demonstrate our commitment to customer satisfaction and in an effort to improve the overall customer experience, despite our adherence to policy, we would like to offer a goodwill refund of 20%, $Dear Mr. **** *******,
  We are writing in response to your complaint, ID ********, received through the Better Business Bureau. We sincerely regret that your recent rental experience with NextCar of Fort Lauderdale did not meet your expectations, and we apologize for any frustration or dissatisfaction you encountered. We take all customer feedback seriously and aim to provide transparent and fair service.
  We have thoroughly reviewed the details of your complaint regarding your rental experience at our Fort Lauderdale location. We would like to address the points you have raised:
  Regarding Allegations of Misleading Sales Practices and "Fraud": NextCar Rental strongly refutes any accusation of fraud or intentional misleading tactics. Our comprehensive rental policies, covering optional services like Sunpass (FL *************** service) and various insurance coverages, are transparently published on our website (*************************************************************) precisely to avoid misunderstandings. While we strive for clarity in all interactions, the decision to purchase additional services or coverage is ultimately at the customer's discretion. These options are presented to enhance the rental experience (e.g., convenience of toll pass) or ensure compliance with our insurance requirements, which may vary based on a renter's personal coverage.
  Regarding the Purchase of Sunpass and ********************* We understand your concern about feeling pressured into purchasing the FL *************** service (Sunpass) and additional insurance. Our policies outline various insurance requirements, including mandatory charges for Collision Damage Waiver (CDW) and Supplemental Liability (SLI) unless specific conditions are met by a renter's personal insurance. The FL *************** service is offered for convenience to avoid individual toll charges and potential administrative fees. While these are presented as options or requirements based on policy verification, we regret if the explanation at the counter was not sufficiently clear or if you felt undue pressure. Customers always have the option to decline the rental if the final terms, including any additional services or coverages, are not agreeable.
  Regarding Communication and ***************** We are deeply concerned to hear about your experience with our salesman, particularly your description of difficulty in communication and feeling unheard. This behavior is unacceptable and does not align with NextCar Rental's standards for customer service. We value clear, professional, and courteous interactions with all our customers. We assure you that this feedback will be addressed internally with our team members to ensure all staff adhere to our service guidelines and receive further training as needed to prevent similar situations from occurring in the future.
  Goodwill Gesture: To further demonstrate our commitment to customer satisfaction and in an effort to improve the overall customer experience, despite our adherence to policy, we would like to offer a goodwill refund of 20%, $35.97, of the cost of the additional coverages and services you purchased at the counter. We hope this gesture helps to alleviate some of the frustration experienced.
  In conclusion, while we regret your negative experience, the final charges for services and coverages were presented based on available options and in accordance with our established rental policies. We remain committed to resolving customer concerns fairly and transparently.
  Please confirm with the BBB if this proposed resolution is acceptable to you, so we can proceed with processing the refund and close this complaint of the cost of the additional coverages and services you purchased at the counter. We hope this gesture helps to alleviate some of the frustration experienced.
  In conclusion, while we regret your negative experience, the final charges for services and coverages were presented based on available options and in accordance with our established rental policies. We remain committed to resolving customer concerns fairly and transparently.
  Please confirm with the BBB if this proposed resolution is acceptable to you, so we can proceed with processing the refund and close this complaint.

• Initial Complaint

  Date:06/03/2025

  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.

  I was life flighted to Fll from ******** 11-10-24 with hemorrhagic Dengue fever. Upon discharge from **************** on 11-20-24 I rented a car from "One switch" using my company credit card for security deposit as was the only credit card I had on me beside my bank card. (I only had a shirt shorts and insurance card bank card and company card). when flown off ******. Rental deposit was $250.00 dollars and to be returned within 30 days. I spoke with them on the phone in the beginning and had been told verbally the same thing.I flew back to ******** only to return back to ******************** as scheduled for a surgery on 12-2- 24 to have my gall bladder removed r/t the Dengue destroying it. Again, upon discharge I rented another car from One Switch this time on my own credit card(Capitol One) and again they kept my $250.00 security deposit. They will not answer phone calls; e mails and I sent many (20 plus). I am just now getting better from the Dengue and therefore asking out for your help please!!

  Business Response

  Date: 06/17/2025

  Dear ******* *** ******,
  We hope this message finds you in much better health and on the road to a full recovery after what we understand has been a very difficult time.
  We sincerely apologize for the inconvenience and lack of communication you experienced regarding the refund of your security deposit. After carefully reviewing your case, we can confirm that the $250 deposit has been refunded to the credit card used at the time of rental. Please allow a few business days for the transaction to appear on your statement, depending on your banks processing time.
  We deeply regret the delay and any additional stress this may have caused during your recovery. Please rest assured it was never our intention to ignore your messages, and we are actively reviewing our internal processes to improve communication moving forward.
  If you have any further concerns or need additional assistance, please dont hesitate to reach out to us directly at this email address.
  We wish you continued health and strength.
  Sincerely, 

  ******* *. 

  Customer Service Team

  One Switch Rent a ***********

  
  

  Customer Answer

  Date: 06/18/2025

  Good morning 

  I have enclosed more information regarding One Switch deposits. I had 2 different deposits of $250 each from 11-20-24 Company ********* ending in **************************************************** 5999 12-2-24 . They had mentioned a return of $250.00 only and I am not sure where they are returning it to. 

  Thanks again and blessed day! ******* ******

  Customer Answer

  Date: 06/30/2025

   
  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:05/30/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I created my reservation online through the Nextcar website. I called twice and spoke to TWO different employees, both confirming the same information over the phone while viewing my reservation: it would be $38.27 total, plus $12.99 a day for tolls if I wanted the pass, then a $250$300 deposit for the car and I have full coverage insurance with progressive so "I would not need to purchase any additional insurance or have any additional fees at the time of my pick up." Once we got to the counter they took my info and then said we had to pay a $1,000 deposit for our rental. I said I called multiple times and spoke to two different employees at that location that both told me the same exact information - $250 to $300 deposit. The guy at the counter was incredibly rude and uncaring, to the point where I said 'I can show you when I called and the time I spoke to someone at this location 3 days ago' and he ignorantly said 'i don't know maybe they don't work here'. He then said 'the best he could do is charge us now $173 for our rental' - instead of the previously stated $38.27- and said 'he could then make the price of the deposit $250', like we were now bargaining. We asked to speak to the female manager, who also was incredibly condescending, named '*********' who said the same as the previous employee, even when she claimed she is a manager and I asked 'why can't you look up who i spoke to if i have the phone records' since she wanted to claim she doesn't know why two separate employees from that location told me the same information. We were left with no option but to pay more than advertised. It was a holiday weekend, so we couldnt rebook elsewhere. I am convinced this place is advertising a 'great' online price, and then when customers arrive they scare you into either paying a $1,000- $1,500 deposit, or 'pay more for the rental and have a lower deposit' so they make/pocket the difference in what the reservation was originally advertised at.

  Business Response

  Date: 06/17/2025

  To the Better Business Bureau,
  NextCar Rental acknowledges receipt of the complaint filed by GAVRIELLE regarding their recent rental experience and expresses regret for any frustration or dissatisfaction encountered. We take all customer feedback seriously and aim to provide transparent and fair service.
  We would like to address each point raised by the complainant:
  Regarding the Deposit Amount: Our rental policy, clearly outlined on our website (********************************************************************), states that security deposits are variable, ranging from $250.00 USD to $2,500.00 USD depending on various factors including the vehicle type, insurance verification, and renter's residency status. For example, our policy indicates that Florida residents may be required to pay a $1,000 deposit. While an initial estimate of $250-$300 may have been provided over the phone, such preliminary quotes are always subject to final verification of all rental qualifications, including insurance specifics and residency, at the time of pick-up, as outlined in our terms.
  The $250 deposit hold that the cardholder made at the counter for rental was successfully processed and has since been.

  
  Regarding the Rental Price Discrepancy and Counter Offers: Online reservations typically reflect a base rate. Our policies clearly state that "charges associated with the base rate are those which are applicable at the time of booking and could be subject to change." Final rental costs are determined at the counter based on selected add-ons and the results of insurance verification. When the customer expressed concerns about the standard deposit, an alternative solution was offered whereby the customer opted to purchase additional coverage and the FL *************** service at the location. This allowed the security deposit to be significantly reduced from $1,000 to $250, in conjunction with a revised rental rate of $173 reflecting the chosen additional coverages and services. This alternative was presented as a flexible option to accommodate the customer's preference for a lower upfront deposit while ensuring necessary and compliant coverage, as well as desired services. Customers always have the option to decline the rental if the final terms are not agreeable.

  
  
  Regarding ***************** We sincerely apologize for the rude and condescending behavior described by the customer from our counter agent and manager. This conduct is unacceptable and does not align with NextCar Rental's standards for customer service. We value professional and courteous interactions, and we assure the complainant that this feedback will be addressed internally with our team members to ensure all staff adhere to our service guidelines and receive further training as needed.

  
  Regarding Insurance and ************************** While the customer may have "full coverage insurance with Progressive," our policy, which is accessible online, specifies detailed requirements for personal insurance to be accepted for a rental. This includes verifiable proof of collision and comprehensive coverage for the rental vehicle, specific liability limits (e.g., minimum $300,000 / $500,000 liability coverage), and a maximum allowed deductible (e.g., $250 or $1000 depending on location policy). Although Progressive is an accepted insurer, if the customer's specific policy did not meet all of these stringent requirements as verified at the counter, additional coverage might become necessary per our terms. Verbal confirmations prior to arrival are preliminary and contingent upon the full and verifiable documentation presented at the rental counter.

  
  Regarding Allegation of "Bait-and-Switch": NextCar Rental strongly refutes any accusation of bait-and-switch tactics. Our comprehensive rental policies, covering deposit ranges, insurance requirements, and potential additional charges, are transparently published on our website precisely to avoid such misunderstandings. Customers are encouraged to review these terms thoroughly prior to booking. The intent is always to provide a rental solution that complies with our safety and insurance requirements while meeting customer needs, offering alternatives when initial qualifications are not fully met.

  
  Goodwill Gesture: To further demonstrate our commitment to customer satisfaction and in an effort to improve the overall customer experience, despite our adherence to policy, we would like to offer a goodwill refund of $22.80, representing 20% of the cost of the additional coverages and services purchased at the counter. We hope this gesture helps to alleviate some of the frustration experienced.

  
  In conclusion, while we regret the customer's negative experience, the final charges and deposit arrangement were made based on the customer's election of additional coverage and services at the counter and in accordance with our established rental policies. We remain committed to resolving customer concerns fairly and transparently.

  Customer Answer

  Date: 06/19/2025

   
  Complaint: 23381448
  
  Thank you for acknowledging my complaint. I appreciate the opportunity to provide further clarification regarding my experience.
  Before my reservation, I called your location twice and spoke to two different employees who both viewed my specific reservation including my vehicle type (economy), my full coverage insurance through Progressive, and the fact that I am a *********** resident, not a ******* resident. After reviewing all this, both employees explicitly confirmed that the total rental would be $38.27, with an optional $12.99/day toll pass, and a $250$300 deposit. I was told multiple times that there would be no additional fees at pickup, given that my insurance would qualify and cover what was required.
  However, once I arrived at the counter, I was told I would need to pay a $1,000 deposit with no explanation. Neither the male counter employee nor the female manager (*********) provided any clarity about what the additional charge was actually for. Instead, we were simply given two arbitrary options:
  Pay a $1,000 deposit with the original rate, or
  Pay $173 for the rental (up from $38.27) and have the deposit lowered to $250.
  At no point were we told why the cost had changed no mention of a failed insurance verification or unmet requirements. It was positioned like a take-it-or-leave-it upsell rather than a transparent policy enforcement. Without a proper explanation of what coverage was being added or why my Progressive policy was suddenly deemed insufficient, we were not given the information needed to make an informed choice. It felt coercive and misleading.
  I was misinformed twice by your staff while they were actively reviewing my reservation, and once at the counter neither the male employee nor the female manager provided any explanation about what part of my insurance did not meet your requirements, even when I asked. I was not shown the policy terms that supposedly disqualified my coverage, nor given the opportunity to provide additional proof, which is the core issue here.
  Finally, I reject the notion that this was a matter of preference or optional upgrades. What occurred was not an elective decision it was a forced choice under unclear conditions, on a holiday weekend, with no viable alternatives available.
  The $22.80 goodwill gesture does not begin to compensate for the stress, lost time, and misleading conduct encountered during this experience and I still expect the difference in payment to be reimbursed.
  
  Sincerely,
  ********* **********

  Business Response

  Date: 07/04/2025

  Dear Ms. ********* **********,
  We are writing in response to your continued concerns regarding BBB Complaint, which we received through the Better Business Bureau. We sincerely regret that your recent rental experience with NextCar of Fort Lauderdale did not meet your expectations, and we apologize for any frustration or dissatisfaction you encountered. We take all customer feedback seriously and aim to provide transparent and fair service.
  We have thoroughly reviewed the details of your complaint, including your initial reservation, the phone calls you made prior to pickup, and your experience at our counter on the holiday weekend. We would like to address each point raised by you:
  Regarding the Deposit Amount: We acknowledge your expectation of a $250-$300 deposit based on preliminary phone conversations. Upon your arrival, a $1,000 deposit was requested, which is a standard requirement depending on various factors including the vehicle type and renter's residency status, as outlined in our policies. While an initial estimate may have been provided over the phone, such preliminary quotes are always subject to final verification at the time of pick-up. We confirm that the $250 deposit hold that was made at the counter for your rental was successfully processed and has since been released.
  Regarding the Rental Price Discrepancy and Counter Offers: Online reservations typically reflect a base rate. Our policies clearly state that "charges associated with the base rate are those which are applicable at the time of booking and could be subject to change." Final rental costs are determined at the counter based on selected add-ons and services. When you expressed concerns about the standard $1,000 deposit, an alternative solution was offered whereby you opted to purchase additional coverage and the FL *************** service at the location. This allowed the security deposit to be significantly reduced from $1,000 to $250, in conjunction with a revised rental rate of $173 reflecting the chosen additional coverages and services. This alternative was presented as a flexible option to accommodate your preference for a lower upfront deposit while ensuring necessary and compliant coverage, as well as desired services. Customers always have the option to decline the rental if the final terms are not agreeable.
  Regarding Lack of Transparency and Explanation: We understand your feedback highlights a critical failure in providing a clear and comprehensive explanation for the changes in deposit and rental cost, particularly concerning the options presented at the counter. We regret that you felt you were not given the necessary information to understand the reasons behind the initial deposit requirement or the benefits of the additional purchases. We are committed to improving our communication at the counter to ensure all policies and options are explained with greater clarity.
  Regarding ***************** We sincerely apologize for the rude and condescending behavior described by you from our counter agent and manager. This conduct is unacceptable and does not align with NextCar Rental's standards for customer service. We value professional and courteous interactions, and we assure you that this feedback will be addressed internally with our team members to ensure all staff adhere to our service guidelines and receive further training as needed.
  Regarding Insurance and ************************** We understand you had full coverage insurance with Progressive. Your personal insurance coverage was deemed acceptable for the rental. However, for certain rental scenarios and to qualify for a lower security deposit, customers may choose to purchase additional coverage or services. In your case, the initial deposit requirement was $1,000. To reduce this to $250, you elected to purchase additional coverages and services at the counter. Verbal confirmations prior to arrival are preliminary and contingent upon the full and verifiable documentation presented at the rental counter, and the final terms are based on the options selected by the customer to meet their preferences.
  Regarding Allegation of "Bait-and-Switch": NextCar Rental strongly refutes any accusation of bait-and-switch tactics. Our comprehensive rental policies, covering deposit ranges, insurance requirements, and potential additional charges, are transparently published on our website precisely to avoid such misunderstandings. Customers are encouraged to review these terms thoroughly prior to booking. The intent is always to provide a rental solution that complies with our safety and insurance requirements while meeting customer needs, offering alternatives when initial qualifications are not fully met.
  Goodwill Gesture: To further demonstrate our commitment to customer satisfaction and in an effort to improve the overall customer experience, despite our adherence to policy, we would like to offer a goodwill refund of $56.98, representing 50% of the cost of the additional coverages and services purchased at the counter. We hope this gesture helps to alleviate some of the frustration experienced.
  In conclusion, while we regret your negative experience, the final charges and deposit arrangement were made based on your election of additional coverage and services at the counter and in accordance with our established rental policies. We remain committed to resolving customer concerns fairly and transparently.
  Please confirm with the BBB if this proposed resolution is acceptable to you, so we can proceed with processing the refund and close this complaint.
  

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23381448
  
  I am rejecting this response because:

  Thank you for your response and for offering a partial refund. While I appreciate the acknowledgment of my concerns and the increased goodwill gesture, I must emphasize that the core issue remains unresolved.
  When I arrived at the counter, I provided full coverage insurance through Progressive, which should have fully qualified for the standard $250 deposit, especially considering the economy-level vehicle I reserved. However, I was abruptly told that a $1,000 deposit was required and when I questioned this, neither the employee nor the manager explained what part of my insurance was insufficient or why the standard deposit no longer applied.
  Instead of being given clear information or documentation, I was presented with two vague choices:
  Pay the full $1,000 deposit, or
  Pay a significantly higher rental rate to lower the deposit to $250.
  No one explained what additional coverage or service was being added in that second scenario. It felt more like a high-pressure upsell than a transparent transaction. Your recent response confirms that my insurance was, in fact, acceptable which raises the question: Why was I pushed into paying more with no justification at the time? The complete lack of transparency left me with no real choice, especially during a holiday weekend when switching companies wasnt a viable option.
  Unfortunately, it appears my experience is not an isolated incident. A simple online search shows dozens of 1-star reviews describing nearly identical experiences, with many customers labeling the company a scam due to similar last-minute deposit hikes and unexplained charges:
  ?? *******************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
  These reviews reflect a troubling pattern that aligns closely with what I experienced: customers arriving with legitimate insurance and valid expectations based on published pricing, only to be met with confusing, inconsistent, or completely unexplained charges. I am not accepting the partial refund of $56.98. I am requesting a full refund for the difference between the originally quoted price of $77.24 ($38.27 + toll charge of *****) and the final amount charged of $173 a difference of $95.76 since this increase was applied without valid explanation or my informed consent. The charges I incurred were based on pressure and confusion, not transparent policy enforcement.
  
  Sincerely,
  
  ********* **********

  Business Response

  Date: 07/17/2025

  Good morning,

  I have escalated the case with management and they approved a full refund for the service of Waiver Deductible for $89.48. Please let us know if that's ok for you to issue the refund.

  Customer Answer

  Date: 07/18/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution to refund the $89 is satisfactory to me. Either a check can be sent to my address in my name or I also have ***** or venmo.
  
  Sincerely,
  
  ********* **********

• Initial Complaint

  Date:05/10/2025

  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.

  I rented a vehicle on the April 26, 2025 from Routes car rental in **************** which is owned by one switch car rental. The car that was issued to me had pre existing damage to the drivers side front fender. I have photo evidence that the damage was there prior to me taking possession of the vehicle. I took the vehicle and the vehicle was parked for 2 days at a residence . Upon returning the vehicle on April 28, 2025 they said that there were scratches on the front bumper of the vehicle. They never gave me any paperwork or had me sign anything. My initial security deposit was refunded. 10 days later I received an email with an estimate and my credit card was charged $2600.21 for damages. The estimate provided has me paying to fix the pre existing damage to the car. The company denies it and states its $2600 to fix the bumper but the estimate says otherwise. I called them to state my case on May 10, 2025. I spoke to a woman and she kept stating it was for the bumper and then hung up on me. the company is running a really shady business.

• Initial Complaint

  Date:04/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is stealing and lying to customers I have everything documented I rented a car from this company. I also purchased the insurance from them. I return the car the next day I have a whole full video of the whole process of me returning the car without any damage done to the car or anything wrong with the vehicle at all everything is in the video I was told by the man in the video that everything was fine and I received the email that the rental was closed out. There was never anything documented on the rental, stating that anything was wrong with the vehicle. After the contract was already closed out. And I mentioned to another representative, the rude service that I received from another associate I was waiting for the shuttle after several minutes the man that closed out my contract told me that it was something wrong with the car. He was claiming that it is a small dote on the windshield. I have the video I took a video of the windshield in the inside of the car the whole entire vehicle there is nothing that shows it was any damage on the car and as I already stated he sent the email to me that the car was closed out and nothing was wrong with it. He just chose to decide after the fact that it was something wrong with the car which was clearly done after it was already closed out and thats why it was so small and even if it was done during my rental which it was not, I purchased the insurance they cannot say that its something wrong with the vehicle after he already closed it out and said that there was nothing wrong with it. They took my $500 deposit and try to charge my card a thousand dollars without my authorization. I still have not gotten my deposit back.

  Business Response

  Date: 05/27/2025

  Greetings,
  

  First, I would like to apologize for any negative experience you may have had with our staff. As I was not present during the return process, I cannot confirm or deny what was said. However, Im here to assist you and address the matter regarding the chip on the windshield.
  

  Our return staff are required to inspect the vehicle and take photos in the presence of the renter. If any new damage is observed, such as the chip on the windshield, they are obligated to document it and ask for additional information.

  Since the return team is not the same team that issued the vehicle, they rely on the pre-inspection form which in your case, was marked No glass damage. When a discrepancy is found upon return, a damage form must be completed for further investigation. While your signature is requested on the form, your refusal to sign does not negate the presence of the damage or your responsibility, as the last renter of the vehicle.
  

  As outlined in the rental agreement you signed, we are authorized to charge for damages associated with the vehicle even after the rental period ends. (A copy of the rental agreement with the relevant section highlighted will be attached.) Additionally, the insurance coverage you purchased was Collision Damage Waiver (CDW) with a $1,000 deductible. Please note this is our most basic coverage option.
  

  Regarding your return on March 26, 2025, at 12:00 AM (Saturday) please understand that supervisory staff are not available at that hour. It is standard procedure that any post-return concerns are directed to our ******************

  You contacted our **************** team, who appropriately referred you to Claims. According to our notes, the call involved disrespectful behavior and the use of inappropriate language, which limited our ability to assist at that time. Please be advised that these calls are most likely recorded.
  

  Now, to address the current issue directly:
  

  As the Manager of the ****************** I am committed to resolving this matter fairly. You mentioned you have video or photographic evidence showing that the chip was either pre-existing or not present at the time of return. Please email that documentation to ************************** Upon receipt, I will personally review the evidence. If it clearly supports your claim, I will advocate for a refund on your behalf with the rental agency. If you do not have any proof of evidence to provide for me then there is not much I can do to assist you. We will leave this decision up to the BBB.
  

  Thank you for your cooperation, and I look forward to resolving this matter as quickly as possible.

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23261393
  
  I am rejecting this response because:
  So youre telling me the car could be looked over theres absolutely nothing wrong with the car and it even shows in my video. The contract is close stating that nothing was wrong with the car and then later you guys can go back and say that theres something wrong.? Please explain to me how that makes sense you know I dont even worry about it because I have all of my proof and you guys clearly dont take bbb claim seriously as you have many and you guys arent even a credit. It was my fault using this company, but please believe I will be the last person you scam you fraudulent company I will be taking you to court and given every dime that I am owed back to me and more!. have the day you deserve. 
  Sincerely,
  
  ******** *******

  Business Response

  Date: 05/28/2025

  Greetings,

  Thank you for the prompt response.

  You keep verbally stating claiming to have video/photo proof, however refuse to send them to us for review. We have no issues refunding the charge is you are correct.

  If you wish to continue this process legally, then I am no longer required to keep responding.

  Please have your lawyers reach out to our legal department.

   

  Customer Answer

  Date: 05/29/2025

   
  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:04/22/2025

  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 with One Switch Rent a Car (Routes Car Rental Via Expedia) back on Feb 27th 2025 and they had informed me that they charge a $250 USD damage deposit which they hold for the duration of the rental which i was already aware about when making the reservation. At the time of pickup I signed the contract which stated it may take up to 30 business days to recieve a refund. When I returned the vehicle 5 days later on March 3rd, the representative that inspected the returned vehicle said i was "good to go" and did not state any damage. Fast forward to today April 18th, I still have not received any refund of the deposit and the 30 business days has passed. I have tried calling the business to which I get no answer and I have emailed as well with no response. I have been completely ignored. After doing more research I have discovered they have done this with multiple other people promising refunds and not receiving anything. This car rental business is completely unethical and needs to be investigated. The entire pickup process was very hostile and they pressure their customers to purchase insurance and extras to which if you refuse they threaten to cancel the reservation.

  Business Response

  Date: 05/27/2025

  Greetings,

  I hope this message finds you well. 

  I apologize for the delay on the return of the security deposit. However, the complaint you filed is to the wrong location that you rented at. 

  This BBB profile is for One Switch Rent A Car / Routes *****. Located at *********************************

  The location you rented from is One Switch Rent A Car / **********************. Located at *******************************************

  It is under different ownership, not operated by Miami's management.

  Please withdraw this dispute as this negatively impacts the ***** location as we had no part in *************** actions.