Business Profile

Auto Rentals and Leasing

Zezgo Rental Car

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Zezgo Rental Car's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

99 total complaints in the last 3 years.
21 complaints closed in the last 12 months.

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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:06/05/2025
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 am writing to formally file a complaint against Zezgo for deceptive business practices and unauthorized charges incurred during my car rental from 4/20/25-4/24/***** the time of pick-up, I was asked whether I wanted to purchase gas, prepaid tolls, or insurance. As a frequent renter, I consistently decline these services. I presented proof of my personal insurance coverage and was told I was still required to purchase additional coverage. I was charged $85.15, which I was told would be refunded after I provided documentation from my insurer. I immediately did so, and a company representative confirmed I would be refunded.Additionally, I declined the toll service twicefirst at the counter and again after informing the agent that I had secured my own temporary toll pass. I was assured my toll pass would not work but still verbally declined the service again. I avoided all toll roads during my trip.Upon returning the vehicle, I confirmed with the representative at the return counter that no additional charges would be assessed and was again told the $85.15 would be refunded.Upon returning home, I received a new emailed invoice that included a charge of $85.15, this time falsely listed as prepaid tolls. Neither the original paper receipt provided at pick-up nor the exit receipt showed this charge or any of the initials I provided to decline services. A third, updated receiptnot provided during the rental periodsuddenly appeared with a fabricated or altered acknowledgment claiming I didnt decline the toll service, which I explicitly declined and never used. This was provided when I requested the refund for the $85.15 This conductwhether fraudulent, deceptive, or grossly negligentamounts to unauthorized billing and misrepresentation of services. I am requesting the immediate refund of $85.15 and an investigation into this companys sales practices and billing processes.
Business Response
Date: 06/05/2025
Dear customer, We apologize for the inconvenience while renting with us. We were reviewing your contract so we can provide you with a better answer.

In all the rent a car reservation pages where you make a reservation with us you can find available all the terms and conditions of renting with us. Our terms and conditions states that:

Your rental may have mandatory, local insurance requirements that result in additional charges at the time of hiring.

Toll Devices
You have the following options to pay for toll fees:
Pay toll fees in advance at a rate of USD 15.9616.11 per day
Decline the Supplier's toll service and pay a penalty fee of USD 26.6326.88 for every toll used during your rental
If you remove the Supplier's toll device from the vehicle, you will have to pay a replacement fee of USD 250.00.

You can find the link below
*******************************************************************************************************************************************************************************************************************************

Please let us know if you have any questions.
Thanks
Customer Answer
Date: 06/08/2025

Complaint: 23429290

Thank you for your response. However, your reply does not address the core issue of my complaint: I explicitly declined prepaid tolls coverage at the time of rental, and your documentation falsely indicates otherwise. I have included the paper receipt I was given upon picking up the car where there was no indication I was to be charged for prepaid tolls. Nor did I use or travel on a road with tolls. This is not a matter of unclear terms and conditionsthis is a case of unauthorized billing and either negligence or fraud.

Key facts you have not refuted:

I declined toll services verbally on two occasions: once at the counter and again after informing the representative that I had secured my own temporary toll pass.
I avoided all toll roads during my trip.
I was told I had to purchase insurance despite providing valid proof of my personal insurance, then assured the $85.15 would be refunded upon verification.
At vehicle return, I was again assured there were no additional charges and the refund would be processed.
Only after I left did I receive a different receipt, not presented to me at any point during the rental, listing a charge for prepaid tollsdespite all prior receipts showing no such selection or consent.

The link you provided does not justify charging a customer for services they explicitly declined and did not use. The language in your terms gives optionsbut I chose and communicated my choice clearly. You cannot retroactively fabricate agreement by pointing to terms that were neither agreed to nor applied.

Sincerely,

**** ************
Initial Complaint
Date:04/18/2025
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.
I provided my insurance that has comprehensive and collision insurance on it as well as my AMEX credit card that provides full coverage. The agent came up with some excuse that I had to have loss of use coverage. Totally bogus. Also, you are unable to add the rental car to your sunpass acct. forcing you to avoid toll roads or get hit with exorbitant fees. First time shame on you, second time shame on me.
Business Response
Date: 05/05/2025
Dear customer, We apologize for the inconvenience while renting with us. We were reviewing your contract so we can provide you with a better answer.

In all the rent a car reservation pages where you make a reservation with us you can find available all the terms and conditions of renting with us. Our terms and conditions states that:

Your rental may have mandatory, local insurance requirements that result in additional charges at the time of hiring.

Toll Devices
You have the following options to pay for toll fees:
Pay toll fees in advance at a rate of USD 15.9616.11 per day
Decline the Supplier's toll service and pay a penalty fee of USD 26.6326.88 for every toll used during your rental
If you remove the Supplier's toll device from the vehicle, you will have to pay a replacement fee of USD 250.00.

You can find the link below
*******************************************************************************************************************************************************************************************************************************

Please let us know if you have any questions.
Thanks
Initial Complaint
Date:03/25/2025
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 from this company through ********I called my own car insurance company ********** and they told me I am covered for all coverage needed to insurance while renting a car. Zezgo insisted I had to pay an additional $197 for partial damage waiver.This is fraud. I read their terms and conditions and this is not listed anywhere. This company should not be in business.
Business Response
Date: 04/21/2025
Dear customer, We apologize for the inconvenience while renting with us. We were reviewing your contract so we can provide you with a better answer. At the moment of pick up your insurance didn't cover Partial Damage Waiver, and that's why you had to take it.

In all the rent a car reservation pages where you make a reservation with us you can find available all the terms and conditions of renting with us. Our terms and conditions states that:

Your rental may have mandatory, local insurance requirements that result in additional charges at the time of hiring.

You can find the link below
*******************************************************************************************************************************************************************************************************************************

Please let us know if you have any questions.
Thanks
Customer Answer
Date: 04/21/2025

Complaint: 23113892

I am rejecting this response because:
I spoke to my car insurance company and they said I DID not have to take this additional insurance that you FORCED on me. I would have been covered for any damage that could have occurred while driving your car.
i want to continue with this complaint to the BBB.
No one should ever rent a car from this company! Its all a big scam!

Sincerely,

***** ********
Initial Complaint
Date:02/27/2025
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 am writing to formally file a complaint against Zezgo Rental Car regarding an unjustified charge for "loss of use" fees. My insurance provider, *****, confirmed that my policy covers loss of use, even though it was not explicitly listed on the declarations page. Despite this, Zezgo insisted that I pay $120 for five days of "loss of use" fees, refusing to release the rental until the charge was paid. Feeling coerced and with no alternative, I paid the fee. However, upon further verification with Geico, they confirmed that this charge should have been covered under my policy. This practice appears to be a deliberate attempt to extract additional fees from customers under misleading pretenses. I am requesting a full refund of the $120, as this charge was both unnecessary and improperly imposed. I also urge the BBB to investigate Zezgos policies regarding such charges, as this experience suggests a pattern of deceptive business practices. I appreciate your assistance in resolving this matter. Please let me know if any further documentation is needed
Business Response
Date: 02/27/2025
Dear customer, We apologize for the inconvenience while renting with us. We were reviewing your contract so we can provide you a better answer.

In all the rent a car reservation pages where you make a reservation with us you can find available all the terms and conditions of renting with us. Our terms and conditions states that:

Your rental may have mandatory, local insurance requirements that result in additional charges at the time of hiring.

You can find the link below
*******************************************************************************************************************************************************************************************************************************

Please let us know if you have any questions.
Thanks
Customer Answer
Date: 02/27/2025

Complaint: 22997227

I am rejecting this response because:
I am writing to formally reject Zezgo Rental Cars response to my complaint. Their reply fails to address the core issue: I was charged a $120 "loss of use" fee despite my *************** already covering it.

Zezgos response simply references their general terms and conditions, which do not state that customers with valid insurance coverage must pay a redundant fee. My Geico policy explicitly includes "loss of use" coverage, and Zezgo refused to acknowledge it. Instead, I was coerced into paying this fee under the threat of not receiving my rental vehicle.

This is a deceptive and unfair business practice, and I stand by my request for a full refund of $120. If Zezgo continues to refuse, I will escalate this matter further, including disputing the charge with my credit card provider, filing complaints with the ************************, the ************************ (***), and other consumer protection agencies. I will also continue to warn potential customers about these practices through public reviews and social media.

I appreciate the BBBs assistance in helping resolve this matter. I look forward to a fair resolution and a full refund

Sincerely,

**** *****
Customer Answer
Date: 02/27/2025
May have mandatory doesn't address the "loss of use" coverage I already have through Geico maintained the entire rental period. The fee was not a requirement but a cash grab
Business Response
Date: 03/24/2025
Dear customer, We apologize for the inconvenience while renting with us. We were reviewing your contract so we can provide you with a better answer.

In all the rent a car reservation pages where you make a reservation with us you can find available all the terms and conditions of renting with us. Our terms and conditions states that:

Your rental may have mandatory, local insurance requirements that result in additional charges at the time of hiring.

You can find the link below
*******************************************************************************************************************************************************************************************************************************

Please let us know if you have any questions.
Thanks
Customer Answer
Date: 03/25/2025

Complaint: 22997227

I am rejecting this response because:
The contract does not state that we would have to pay for insurance that is already secured causing double insurance. This doesn't resolve the issue or provide any insight

Sincerely,

**** *****
Initial Complaint
Date:02/15/2025
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.
We were told by the representative at the counter that we needed to purchase the insurance. I told her we already have insurance that covers us, both through the credit card we use and through our insurance provider (********). She told us that didnt matter, that it was required by state law that we purchase the insurance through zezgo, which we found out is not true. She lied and charged us for something that was unnecessary when I showed my info and made her aware we have our own insurance.
Business Response
Date: 03/12/2025
Dear customer, We apologize for the inconvenience while renting with us. We were reviewing your contract so we can provide you a better answer.

In all the rent a car reservation pages where you make a reservation with us you can find available all the terms and conditions of renting with us. Our terms and conditions states that:

Your rental may have mandatory, local insurance requirements that result in additional charges at the time of hiring.
Please let us know if you have any questions.
Thanks
Customer Answer
Date: 03/12/2025

Complaint: 22945474

I am rejecting this response because the information that the representative gave us, that additional insurance was required, was false. This was a clear case of putting us on the spot to get more money from us.

Sincerely,

***** *****
Initial Complaint
Date:12/10/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car from Zezgo Orlando, ******* they have a car price for ************************************************ $280 hidden fees then they also charge me a $250 deposit I return the vehicle on November 29. It is now December 10 and I still have a pending charge when I call up the company. They told me that I need to send an email and the email will be generated to my bank so that it could be released. They said it might take up to five days when I ask for a manager or corporate number they would not provide. You can see below with attachment this is a scam place not even a company email
Business Response
Date: 12/25/2024
Dear customer, We apologize for the inconvenience while renting with us. We were reviewing your contract so we can provide you a better answer. We released your deposit on the 1st. You are not going to see a refund for the $250, because we only did a hold on your credit card, we didnt take the money out. If you check your statement and you dont see the transaction pending, thats it. As we mentioned before.

Please let me know if you have any questions.

Thanks,
Initial Complaint
Date:12/10/2024
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.
Date: 11/27/2014 They charged me against my will for "loss of use" for this rental car. I have paid for the rental car using my ********* card and explained to them that my Citi card does provide this coverage and I do not need them to charge this on my card but they still went ahead and did it. Therefore, I want a full refund. This was not in the original agreement of rental booking.
Customer Answer
Date: 12/10/2024
I accidentally clicked unsubscribe from BBB emails, would you please add me back so I can receive future communications?
Business Response
Date: 12/10/2024
Dear customer, We apologize for the inconvenience while renting with us. We were reviewing your contract so we can provide you a better answer. When you decide to be 100% responsible for the vehicle you must have coverage for the following insurance coverage liability, collision and partial damage waiver. At the moment your card credit card only covers collision and liability of the vehicle.

In all the rent a car reservation pages where you make a reservation with us you can find available all the terms and conditions of renting with us. Our terms and conditions states that:

Your rental may have mandatory, local insurance requirements that result in additional charges at the time of hiring.

You can find the link below
*******************************************************************************************************************************************************************************************************************************

Please let us know if you have any questions.
Thanks
Customer Answer
Date: 12/21/2024

Complaint: 22664819

I am rejecting this response because: I have provided my auto insurance to cover third party liability and since my credit card was used to do the booking, it would automatically cover the loss of use. I have clearly explained this to the business employee and presented my credit card and auto insurance terms. They are just not listening to this and as such, I require full refund.

Sincerely,

***** **********
Initial Complaint
Date:12/06/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Forced to purchase liability insurance as a condition of rental at the counter when we had existing insurance and purchased collision insurance through *******. Company also demanded that we pay an additional $16/day to add spouse.
Business Response
Date: 12/09/2024
Dear customer, We apologize for the inconvenience while renting with us. We were reviewing your contract so we can provide you a better answer. When you decide to be 100% responsible for the vehicle you must have coverage for the following insurance coverage liability and collision. At the moment your ***************** only covers collision of the vehicle.

In all the rent a car reservation pages where you make a reservation with us you can find available all the terms and conditions of renting with us. Our terms and conditions states that:

Your rental may have mandatory, local insurance requirements that result in additional charges at the time of hiring.

You can find the link below
*******************************************************************************************************************************************************************************************************************************

Please let us know if you have any questions.
Thanks
Customer Answer
Date: 12/19/2024

Complaint: 22653108

I am rejecting this response because:
We did provide an insurance card to your ***resentative at the counter. We are married and the name on the card is my wifes. Any rental company has always accepted the police accept it, but your *** used it as a way to coerce me into buying additional coverage. It was not acceptable and certainly predatory on your companys part.

Sincerely,

******* Eye
Initial Complaint
Date:12/01/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Zezgo car rental in *************** has the same owner/manager as Miami Zezgo car rental and other companies. I am requesting an email from the owner/manager. This is affected me financially, and I need my money back. A friend borrowed money from me due to their fraudulent scam and they continue to avoid and deny what they have done. They have made agreements with third parties that have vague instructions and rules. I was traveling with an individual whose rental agreement did not specify whether or not a debit card could be used, but yet the debit card was able to be used to purchase through the third-party.. it also states that the same payment method must be presented at the counter. This particular agreement said no further payment would be necessary upon arrival.. upon arrival, the clerk states that debit cards are not accepted. If debit cards are unaccepted, then how come the third-party pre-pay accepted debit cards? When **** was questioned about this extra $400 tack on the rental agreement, they claim that the customer can view the policy on *******? Why would the customer be looking on Expedia if theyre not booking through *******? We were charged non-mandatory insurance $21 a day for 18 days totaling 378 on top of the rental bill.. according to their policy on ******* they do not accept debit cards and if a debit card is the only method of payment, then the rental will be canceled. This is a breach of contract and this is a discriminatory treating another individual differently by accepting a debit card in order for beneficial financial of $400 by preying on a disabled individual. You cannot make exceptions to your policy or your rule in order for financial gain. If you were going to ********** rules, then you can bend the contract rules in favor of the consumer for once.. I would like an email from the owner/manager to get this settled once and for all as this has been an ongoing issue for close to a year now and this is ridiculous.
Business Response
Date: 12/02/2024
Dear customer, We apologize for the inconvenience while renting with us.
In all the rent a car reservation pages where you make a reservation with us you can find available all the terms and conditions of renting with us. Our terms and conditions states that:
The driver must present a valid driver's license and credit card in their name upon pick-up

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

Please let us know if you have any questions.
Thanks
Customer Answer
Date: 12/02/2024

Complaint: 22625304

I am rejecting this response because:
Your statement is very deceptive as is your business. You state that you request a credit card upon arrival to me but yet to my friend you accept debit cards so which one is it? And when I copy and paste that link, this is what comes up nothing. And Im sorry to say, but I did not book my reservation through ******* so why would I be looking on Expedias page to find out your policies and procedures? It shouldve been listed on the third-party ****** where I made my reservation, and it should be listed on your own page, but its not why is that?
Sincerely,

**** ******
Customer Answer
Date: 12/03/2024
Their response is incorrect and invalid. They are being deceitful to two separate customers, stating one thing to me and another one to another customer. They claim that they do not accept debit cards on my end, but yet they accepted a friend of mines debit card and took an extra $400 of hers and kept it to use for their benefit so I would like to know what reasoning they have for this one lying to one of us which one do they or dont they accept debit cards because my friends sure got debited??!! She needs a refund so that I can get my refund
Initial Complaint
Date:11/08/2024
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.
Zezgo stole ****** from me by charging me for their insurance when I submitted my own personal full coverage comprehensive and collision. They claim they were unaware I had my own insurance but it is on the contract. They promised to call back, I even spoke with the manager and he gave me the wrong email address spelling on two separate occasions and never returned my calls.
Business Response
Date: 11/11/2024
Dear customer, We apologize for the inconvenience while renting with us. We were reviewing your contract so we can provide you a better answer. As our terms and conditions states we require a credit card for the security deposit, at the time of pick up the customer only have a debit card, we do accept debit cards with the require of take the insurance with us. That's why the customer had to take our insurance.
Please let us know if you have any questions.
Thanks
Customer Answer
Date: 11/11/2024

Complaint: 22531585

I am rejecting this response because I think this is unacceptable. This is a breach of contract. It does not mention that you *** not take debit cards anywhere on your consumer contract nor the third parties that you work with to gain customers. You either take debit cards like other car rental companies do or you ***t. One should not be punished if not traveling with a credit card. My card was missing at the time of the rental. Why did you all request my personal insurance information ? When I have called to discuss a refund the agent says Zezgo was unaware that I had my own insurance - well clearly its on the contract. I would have never agreed to pay an extra 400 on top of the daily rate - I would have went elsewhere or just not rented a car. Do you not take pride in your reputation? There are hundreds of complaints on the BBB, consumers claiming the debit that I have experienced. I think you should do the right thing and refund money. Businesses thrive on word of mouth and repeat customers. How can you feel good about robbing people of their income?!

Sincerely,

******* ******
Customer Answer
Date: 11/13/2024
This proves that the company is being deceptive. Clearly they took advantage of someone with a disability. They are being dishonest- no where does it states if you have a debit you will be required to pay for insurance. I want to see this policy in writing and my signature. They have all of these loop hole rules in order to avoid giving a refund . I will proceed to court if this matter is not handled
Business Response
Date: 11/15/2024
In all the rent a car reservation pages where you make a reservation with us you can find available all the terms and conditions of renting with us. Our terms and conditions states that:
The driver must present a valid driver's license and credit card in their name upon pick-up.
You can find the link below
*******************************************************************************************************************************************************************************************************************************
Please let us know if you have any questions.
Thanks
Customer Answer
Date: 11/15/2024

Complaint: 22531585

I am rejecting this response because:
Im not sure if youre aware, but I am disabled and one of the laws of disability is that you were to make it legible for an individual with disabilities to comprehend and view. You see I didnt go on Expedia so I wouldnt know this information and neither would several other travelers using other services. I used ******, which is a third-party app that you all are paired with and it states nothing in the contract regarding that and the contract that I signed at your counter from you all state nothing about that either so what do you have to say for yourselves on that? If you can show me on ****** or on your contract, the two places that I used for my rental then by all means, Im willing to see it
Sincerely,

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

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Zezgo Rental Car is NOT a BBB Accredited Business.