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:02/09/2025

  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.

  I provided credit card for damage deposit at signing. I also provided my insurance policy for insurance at signing. I verbally declined all extras coverages. The signing pad doesn't not allow you to view charges. I trusted that the clerk would be honest and did not request printed invoice before paying. Huge mistake. They conduct deceptive trade practices. They charged fees for insurance and deposit even though I declined these options verbally and provided them with the alternative credit card and personal insurance policy. This deceptive practice doubled the cost from the agreed upon rate.

  Business Response

  Date: 02/10/2025

  Thank you for reaching out regarding your recent rental experience. We appreciate the opportunity to address your concerns.
  After thoroughly reviewing your case and rental agreement MCO-******, we confirm that you provided your *************** and opted to use your own coverage. At the time of check-in, our agent presented two options for the deposit requirement:
  Leave a $500 deposit on your credit card.
  Add an optional waiver for $11.90 per day, which reduces the deposit to $0.01, covers your deductible up to $1,000 in case of an accident, and provides coverage for loss of use.
  Our records indicate that the waiver option was selected, adjusting your total to $121.18, as reflected on the signed rental agreement and credit card payment slip. While we understand your concern regarding the additional charge, all optional products require customer consent and are fully disclosed during the rental process.
  For transparency, our rental agents explain all charges at the time of pickup, and the waivers, along with the full details of your rental, were displayed on multiple screens, including the signature pad and the large screen next to the counter. By signing the agreement, you acknowledged and accepted these terms.
  If you have any further questions , please let us know.

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22919092
  
  I am rejecting this response because:

  Deceptive trade practices occurred which is criminal in nature.  The agent accepted my credit card and my proof of insurance.  I clearly declined all hidden add insurance verbally.  The signing pad did not show the contract in its entirety.  She never told me to read a different screen for information separate from the small incomplete signing pad.  I verbally declined any add ons and she accepted my proof if full coverage insurance and my credit card foe any damages.  This is an illegal and immoral trade practice that is part of the company's process with every customer.  Refer to their reviews online for clear reference.  False advertising is also a crime in the *************. Hopefully someone with the financial means will sue these crooks and stop their illegal and immoral practices.
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 02/12/2025

  Thank you for reaching out again.
  At Economy Rent a Car, transparency is very important to us. All terms and conditions, including optional insurance products and charges, are fully disclosed in our rental agreement and displayed on the screen at the counter and on the signature pad. We are committed to ensuring that our customers are well-informed throughout the rental process.
  We apologize for any misunderstanding during your rental experience. Our agents are trained to clearly explain all options to ensure clarity and confidence in your rental decisions.
  If you have any further questions, please let us knowwere here to assist you

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22919092
  
  I am rejecting this response because: I submit the screenshot of the 1 star average review of over 1000 customers of this criminal enterprise.  I am not the only victim of their scheme.  Countless others have voiced their concerns about the illegal deceptive trade practices of this company.  Complaints mirror my own.  This is not an anomaly.  It is a standard practice.
  
  Sincerely,
  
  ****** *********

  Customer Answer

  Date: 02/12/2025

  It's the normal procedure and they train their agents to decieve and rip off customers.

• Initial Complaint

  Date:11/04/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Very unhappy with this rental company. Booked online with Expedia the price was $118 got to the rental place (offsite) on Thursday October 31, 2024 had to pay an extra $10/day for a security deposit (nonrefundable) or let them charge my cc $1000 and if they felt the car was in order then they would refund it (which I was already uneasy about this company after speaking with them) and an additional $12/day for ez pass and if I didnt do the $12/day - which I cant even say for sure that Ill hit any tolls they threaten you with a $20 fine per toll. When all was said and done it cost me $225 which I could have just rented a car right at the airport and not traveled 20 plus minutes out of my way for the offsite car for the so called discounted price. In addition, they would not rent the car if I didnt have a copy of my insurance policy cause everyone travels with their dec page right? None of this information was given to me prior to booking the vehicle. I was very misled and deceived by their pricing on *******.

  Customer Answer

  Date: 11/04/2024

  The total price includes all mandatory taxes and fees is listed on the receipt 

  Customer Answer

  Date: 11/04/2024

  The total price includes all mandatory taxes and fees is listed on the receipt 

  Business Response

  Date: 11/05/2024

  Thank you for allowing us the opportunity to address your concerns. After reviewing your case, we understand that you and Mr. ***** made a reservation through ***********. Please be assured that we strive to provide clear and transparent information regarding our terms and conditions, which are available before, during, and after booking with us.
  Regarding the security deposit, as outlined in the "Forms of Payment" section of our policies, a deposit of up to $1,000 may be required if you choose to self-insure. This amount is held on the renters card based on the coverage deductibles for collision and comprehensive insurance. To offer flexibility, we provide an optional $9.95 waiver to reduce the deposit from $1,000 to just $0.01. Mr. ***** opted to add this waiver, which is entirely optional and never mandatory.
  Similarly, our additional options, such as the toll-by-plate service, are presented as choices, not requirements. These options are explained on *********** at the time of booking.
  As for insurance requirements, ******* specifies that renters choosing to self-insure must provide proof of personal insurance that includes coverage for collision and liability, with the renters name listed on the policy. This policy is essential for us to honor self-insurance, and it is explicitly detailed in our booking terms.
  We apologize if any part of this experience did not meet your expectations. As an accredited A+ BBB company, we take pride in our commitment to providing clear, transparent information throughout the rental process. We value your feedback and look forward to the opportunity to serve you better in the future.
  Best regards,

  Customer Answer

  Date: 11/06/2024

  Hello I received a request for more information but I am uncertain as to what additional information I could provide  I was quoted one price and I had to pay over $100 more than the price I was quoted.  Please advise what additional information I could provide as I provided you with the original bill and then the bill I was actually charged.  I only want to pay what I was quoted.  Please advise.  Thank you. 

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22509508
  
  I am rejecting this response because: in reviewing my paperwork from Expedia there is nothing listed about extra charges.  In fact it says the total includes taxes and fees.  I have never had to pay a security deposit ($1,000) or additional money when renting a car when using my own insurance.  I opted out of the $1,000 charge to my card because I did not feel safe in giving a credit card to be able to charge that amount of money given the experience at the counter during checkout.   I also filled out all the paperwork several days in advance online prior to my arrival to rent the car.  I provided a copy of my insurance card, and I never received a followup email that the dec page was needed, nor did I receive a follow up email stating that I would be required to pay additional money because I was using my own insurance.  In addition, I never received any emails from Economy stating there was additional fees for the use of the ezpass.  I have my own ezpass and would have brought it had I known in advance there was a $12/day charge for the use of the ezpass also knowing that I would not be passing through many tolls, if any , as we were only going to take care of our elderly parents and the car would be parked the entire duration of our trip.

  I definitely feel very misled and deceived by your company.  It is not ok to be quoted one charge and then be forced to pay significantly higher than was quoted.  

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

  Customer Answer

  Date: 11/06/2024

  Date Sent: 11/6/2024 10:03:30 AM
  

   
  Complaint: 22509508
  
  I am rejecting this response because: in reviewing my paperwork from Expedia there is nothing listed about extra charges.  In fact it says the total includes taxes and fees.  I have never had to pay a security deposit ($1,000) or additional money when renting a car when using my own insurance.  I opted out of the $1,000 charge to my card because I did not feel safe in giving a credit card to be able to charge that amount of money given the experience at the counter during checkout.   I also filled out all the paperwork several days in advance online prior to my arrival to rent the car.  I provided a copy of my insurance card, and I never received a followup email that the dec page was needed, nor did I receive a follow up email stating that I would be required to pay additional money because I was using my own insurance.  In addition, I never received any emails from Economy stating there was additional fees for the use of the ezpass.  I have my own ezpass and would have brought it had I known in advance there was a $12/day charge for the use of the ezpass also knowing that I would not be passing through many tolls, if any , as we were only going to take care of our elderly parents and the car would be parked the entire duration of our trip.

  I definitely feel very misled and deceived by your company.  It is not ok to be quoted one charge and then be forced to pay significantly higher than was quoted.  

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

  Business Response

  Date: 11/06/2024

  Thank you for reaching out and giving us the opportunity to address your concerns.
  As noted,all taxes and mandatory fees were included in your rate, and any additional items purchased at pickup were selected by Mr. ****** For details on deposit requirements and insurance, please refer to the terms and conditions provided at the time of your reservation:
  Expedia Rental Terms and Conditions
  All terms and conditions were presented through Expedia before, during, and after booking with us, and all optional items, including additional coverage, were offered without any obligation.
  The Toll by Plate option is also optional. You may use your own device if preferred, and if Economy receives any unpaid tolls, a toll administrative fee will apply in addition to the toll(s) incurred, up to $100.
  Our goal is to ensure that customers are fully informed of documentation requirements before arrival, which is why these details were provided in advance via Expedia.
  Once again, we apologize for any inconvenience you may have experienced, and we appreciate your feedback. We hope to have the chance to provide you with a smoother experience in the future.
  Sincerely,

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

• Initial Complaint

  Date:10/22/2024

  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.

  Im so confused and annoyed with economy service. When finalizing rental I asked the lady to add toll she then informed me that I would not need tolls and inform me of the toll suspension which I also saw on the news. I requested to add tolls to avoid these fees and that was the information that was given by your staff. I refuse to go back and fourth with a company that refused to deliver on servicing and proper training to give employee the accurate information. This company is the absolute worst and trying to take funds from people that is affected by an hurricane! Im still at disbelief, I will be filing a claim with my credit card and sending this email over to them as evidence. I tried to give economy a chance again to deliver on the service and again this company fails! No need to worry about me or anyone I know to ever give this company money ever again. I will also be going back to the location to speak with the lady that completed my reservation as she was the one that gave me inaccurate information that you guys claimed I also will be requesting to speak with a manager hopefully, you guys have a manager on duty. There Is never any manager there! This company needs a reality check. But I refuse to be at inconvenience due to economy not running an effective business and will be getting my funds back. Once again these tolls were wrongfully charged

  Business Response

  Date: 10/22/2024

  Thank you for reaching out to us regarding your recent rental experience. As a BBB-accredited business with an A+ rating, we prioritize transparency and providing accurate information to all of our customers.
  The toll information we provided to you was consistent with what we shared with other customers, including Florida residents. While tolls were indeed suspended across ***************, ************, and *************** during the state of emergency, the area in which you were drivingSoutheast ********** not affected by these toll suspensions.We previously sent you an email with the details of the toll charges incurred during your rental period. If you need further clarification, please feel free to reach out to us at *****************************************************************.

  As a gesture of goodwill, we will refund the administrative fee associated with the tolls, which is $20. However, we are unable to refund the tolls themselves, as they were valid charges based on your usage.
  Thank you for your understanding, and please dont hesitate to contact us with any further questions.
  

• Initial Complaint

  Date:10/16/2024

  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.

  We were charged $235.00 more without an explanation. Our invoice was $188.22. Now, we have a total of $423.22 for a four-day rental. Disappointed.

  Business Response

  Date: 10/14/2024

  Please remove this customer complaint from the *************************************, this customer complaint needs to be redirected to the Orlando, Florida Office

  Business Response

  Date: 10/16/2024

  Please remove this customer complaint from the *************************************, this customer complaint needs to be redirected to the Orlando, ******* Office

  Business Response

  Date: 10/16/2024

  Dear Mr. ***************** you for bringing this matter to our attention. This is the first time we are hearing from you regarding this issue, and after conducting a thorough investigation, we have found that you were mistakenly charged for a tire replacement despite having Glass and Tire Protection (GTP) coverage.
  Please note that a refund of $235 for this charge was processed on 10/14/2024. You will find the details of the refund attached to this message.
  We sincerely apologize for the oversight and appreciate your understanding.
  Best regards,
  ******* *******

• Initial Complaint

  Date:09/13/2024

  Type:Product 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.

  Date of the transaction: 9/11/2024 Amount: $107.23 The business committed to provide me a rental car.The nature of the dispute is that despite being denied at their front desk in Orlando, **, and never receiving a rental car, I was still not issued a refund. The business has attempted to resolve the problem, but with confusing and slimy tactics. First Im told I cannot get a refund at all but due to their customer service, they will issue me a refund but with the catch of a $50 fee still taken from the refund. I was then told afterwards that I will only receive a partial refund. Theres over 900 1 star reviews on Yelp for this company stating similar situations of this company stealing, thieving, and never providing refunds they said they would provide.

  Business Response

  Date: 09/18/2024

  Thank you for contacting us and sharing your concerns. We appreciate the opportunity to address the issues youve raised.
  
  After reviewing your reservation for September 11, 2024, we confirmed that your booking was completed through Kayak, which redirected you to our website. The terms and conditions of the rental were made available for your review prior to confirming the reservation.
  
  Regarding your concern, we would like to clarify that, at the time of pickup, you presented a Florida drivers license. As per our policies for local renters, specific requirements must be met to proceed with the rental. These requirementsoutlined on our websiteinclude having full coverage insurance that transfers to a rental vehicle, along with other criteria. Unfortunately, since these requirements were not met, we were unable to proceed with the rental at our Orlando location.
  
  In response to your request for a refund, our customer service team initially informed you of our no-refund policy for prepaid reservations , which is clearly stated in our terms. However, in an effort to resolve the situation amicably out of the total charge of $107.22, we extended a partial refund of $57.22 as a gesture of goodwill.
  
  We apologize if this process caused any confusion, but please understand that we are committed to adhering to our established policies to ensure fairness and consistency for all customers. While we regret that the situation did not meet your expectations, the partial refund has been processed.
  
  We understand that you may have come across negative reviews online, and we take all customer feedback seriously. However, we would also like to emphasize that many customers have had positive experiences with us, and we work diligently to provide quality service. Our BBB accreditation reflects our commitment to maintaining trusted business practices. We continuously strive to learn from all feedback and improve our services to meet the needs of both current and future customers.
  
  We value your feedback and remain committed to enhancing our services. Should you have any further questions or concerns, please feel free to reach out.
  
  Sincerely,
  *****************************

  Customer Answer

  Date: 09/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Going forward I will stay far away from this company.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/15/2024

  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 March 24, 2024 until March 29, 2024.the fraud started the minute I walked into the car rental facility. They told me I was unable to use my **************** card for insurance and charged me for car insurance.When I returned the car, they immediately told me that I damaged the front and right passenger side of the car on the bottom. they did this without showing any pictures prior so I am unsure how they can even opine damage without knowing what the car looked like prior to my usage immediately upon my return.this statement is not true, and I never damaged her car or hit anything.I took video and pictures prior to my use of the car that showed numerous scratches and damages to the car. I unfortunately did not take any pictures of the lower end of the passenger side of the vehicle.They are saying because I do not have pictures of the one particular area that the scratches are secondary to my use.it is important to document that they have no pictures showing immediately prior to my pick up what the vehicle looked like.I disputed charges through **************** for which I won the disputed charges.they are now working with *****************************. ***************************** to attempt to make me pay for something that I absolutely did not do.I believe they are committing fraud on multiple levels to multiple visitors to the orlando area and not just to me. I would like you to review this company.thanks *************************

  Business Response

  Date: 07/22/2024

  Thank you for taking the time to share your detailed feedback.
  
  Our policies state that customers planning to self-insure will be required to show proof of personal insurance in the renter's name listed on their policy for both collision and liability including property and bodily injury coverage to third parties. In your complaint you mentioned that your **************** was not accepted when in fact it was. You were not required to purchase our Loss Damage Waiver because your credit card insurance provides coverage for the damages to the rental vehicle. However, your card does not cover third-party liability, which you agreed to add at the time of rental.
  
  Regarding the damage claim, when renting the vehicle, you signed an inspection sheet which detailed the damages to the vehicle. Upon returning the vehicle you were immediately informed of the damages that were not present on this form. Furthermore, at your request, we provided previous rental agreements vehicle inspection sheets which prove that the damages were not present prior to your rental.
  For our customers peace of mind, we ask you to walk around the car, take pictures and videos before leaving our facility. However, as stated in your complaint, your pictures did not show that the car was damaged before your rental, and nothing was reported by you during the pickup time to our agent.
  
  As per the terms and conditions outlined in the rental agreement, you declined our loss damage waiver, agreeing to be responsible for any damages that could occur during the rental period. We understand that you may not agree with this assessment; however, after a thorough review, we must proceed with the charges handled by Rockport Auto Claims. We appreciate your understanding in this matter and are here to answer any questions or provide further details regarding the damage assessment.
  
  It is our policy to ensure all customers are fully aware of their options. Economy Rent a Car prides itself in handling every complaint with as much transparency as possible. Please do not hesitate to contact us at ****************************************

• Initial Complaint

  Date:06/23/2024

  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.

  On 6/12/24 I pre-paid a car rental at a guaranteed rate. I used my debit card to prepay. The Hotwire website specified that Economy would not accept debit cards for deposits. This was no issue for me, as I had a credit card I intended to use for the deposit, and the transaction I used my debit card for was a prepayment, not a deposit. They processed my debit card and the payment went through.On 6/15/24, I arrived in Orlando to pick up the rental. The young man at the desk informed me that they would not accept my credit card for the deposit because I pre-paid with a debit card. The prepayment and the deposit are two different things, but he was insistent that they have to be on the same card. Not only was this not reflected at the point of sale, it's not reflected anywhere in the terms and conditions of the sale. ******, he insisted that it was. I pulled up the Hotwire page on my phone and anyone could see that this was not reflected anywhere. Why does this matter? Since they would ONLY accept my debit card for the deposit, they believed this gave them the right to charge me an enormous fee for each day that I had the car. This added $110 to my bill.Essentially, I was held hostage unless I agreed to use my debit card for the additional transaction. The pre-paid bookings are non-refundable, and he refused to accept my credit card. All the while, he was rude and passive-aggressive. It was clear that he didn't mind being confrontational for the sake of squeezing the additional funds out from under **** reached out to customer care directly, and they told me I had to email the customer care inbox. I've since emailed customer care 5 times with no reply. Please refund.

  Business Response

  Date: 06/24/2024

  Dear **************,
  
  Thank you for bringing your concerns to our attention. We appreciate the opportunity to address the matter regarding the Partial Damage Waiver (***) charge associated with your recent rental. Please note that were not able to locate any prior emails concerning this issue before your communication via the Better Business Bureau (BBB). To assist our investigation, could you please forward any of these emails to ***********************************.
  
  We would like to clarify our policies and the rationale behind the *** requirement, especially when using a debit card, which are prominently displayed on Hotwire.com and do not depend on what card our customers intend to use for the deposit.
  
  Our policy explicitly states:
  
      "Economy Rent A Car accepts debit cards from major banks; restrictions will apply. Customers who use their debit card must purchase our *** (Partial Damage Waiver), which is $9.95 per day plus taxes. This waiver will cover them up to $1,000.00 USD for damages and does not cover GTP or ***, and will bring the security deposit to $0.01 USD."
  
  To clarify, *** is not an insurance policy but a waiver that covers your personal insurance collision/comprehensive deductible up to $1,000. The *** requirement is only applicable if a debit card is used for payment. It serves to limit your financial responsibility and reduce your security deposit to $0.01, making the rental process more convenient for our customers. This is particularly advantageous for debit card users since refunding deposits on debit cards can be a prolonged process compared to credit cards.
  
  This policy is also reiterated on our website and by our agents at the time of pickup and is independent of the deposit which is not mentioned.
  
  In your case, since you prepaid with a debit card, you were required to purchase *** as per our policy. This was intended to ensure you were covered up to $1,000 for any potential damages, aligning with our effort to offer security and peace of mind for our customers while using a debit card.
  
  We believe that all terms and conditions were clearly communicated and agreed upon, as evidenced by your initial acceptance of the *** and its associated costs at the time of signing the agreement.
  
  We pride ourselves on being one of the few car rental companies that accept debit cards, which can be a significant benefit for many customers. However, to balance this convenience, the *** requirement is necessary to manage potential risks and operational costs.
  
  We have not received any prior emails concerning this issue before your communication via the BBB. To assist us in investigating this, could you please provide the email address from which you sent your previous communications and the email address you sent them to?
  
  If you have any further questions or would like to discuss this matter further, please do not hesitate to contact us.
  
  
  Thank you for your understanding.
  
  Best regards,

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

  Customer Answer

  Date: 06/25/2024

   
  Complaint: 21890121
  
  I am rejecting this response because:

  This response, whether intended or not, is a disingenuous deflection from the matter at hand.

  1. I am attaching a screenshot of my message to your rep via "What'****," and the 5 subsequent emails sent to the ************* inbox. An inability to locate these messages speaks to the poor service mentioned in my initial complaint.

  2. There is zero information about PDW displayed on Hotwire, whether prominently or otherwise. I am attaching screenshots of the entire point of sale for an Economy rental via Hotwire. These images cover the entire consumer facing transaction. Furthermore, any information displayed beyond this point is conveyed once the booking has been rendered "Non-Refundable."

  3. There is also no mention of PDW under the displayed Terms of Use, Privacy Policy, Hotwire's Travel Product's Rules and Restrictions, or Supplier Terms and Conditions.

  4. My issue is not with seeking an explanation for what PDW is, however, based on the description provided, it is inextricably linked to the deposit.

  5. There is no reason for me to seek out this policy on your website. The point of sale was through Hotwire. Additionally, It makes no difference that it was mentioned via the desk agent. By this point it was too late.

  6. Accepting the charge forced upon me at the time is not a fair metric for any of this being agreeable or on the up and up. My pre-paid booking was non-refundable. My option was to pay $110 for the ****** or lose nearly $200 in prepayments and be stranded outside of Orlando. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/26/2024

  Dear **************,
  
  Thank you for providing additional details and screenshots regarding your recent rental experience with Economy Rent a Car booked through Hotwire. We sincerely apologize for the inconvenience and frustration this situation has caused.
  
  Upon review, we acknowledge receipt of your WhatsApp message and emails. The delay in our response is unacceptable and not reflective of the service we aim to provide. Unfortunately, your emails were mistakenly sent to our spam folder and were not received properly. We are currently reviewing our communication processes to ensure timely and effective responses to all customer inquiries in the future.
  
  We understand your dissatisfaction, particularly regarding the Partial Damage Waiver (***) charge and the response from our customer service team. We want to clarify that before confirming your reservation, a link was provided for you to review the supplier terms and conditions, specifically Economy Rent a Car's policies (please refer to the attached screenshot highlighted in blue). By clicking this link and navigating to the payment section, you would have seen the our debit card policies and the requirement of ***.
  
  It's important for us that it is clear that these terms are present during the reservation process however and that is why no refunds apply for this reason. However the lack of communication again is unnacaptable and to rectify this because, we will refund the $111.05 you were charged for the *** as a gesture of goodwill. A refund of $111.05 will be processed to your original payment method. Please allow 3-5 business days for this transaction to appear in your account.
  
  We sincerely apologize for inconvenience caused by this experience and will take additional steps to remedy many of the points you have brought up. Your feedback is invaluable to us. Should you have any further questions or need additional assistance, please contact me directly at ***********************************.
  
  Thank you again for bringing these issues to our attention. We appreciate your understanding.
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 07/02/2024

   
  Complaint: 21890121
  
  I am rejecting this response because:

  It lacks sufficient accountability. I see no attached screenshot, however I searched for the information and believe I found the sub section in question. Any pertinent information that can impact a booking cost to this extent shouldn't be buried this deeply in the check out process. This is anything but "prominently displayed." That said, despite the underhanded placement of this information, it should not have applied to my booking.

  1. I used a debit card for a prepaid, guaranteed rate through a third party site (Hotwire). What WAS prominently displayed during the checkout process is your deposit terms, which states that debit cards are not accepted for deposits. It does not say that if you use a debit card on a prepaid booking that a deposit will not be an option and instead you'll be charged an arbitrary fee. 

  2. Additionally, what is also prominently displayed at checkout is "A different credit card can be used for additional charges." It is not difficult to understand that a reasonable person would take away from this that their deposit could be paid via a different card.

  What was explained to me by your desk agent (which at this point is far after the fact) is that I was on the hook for "PDW" because used a debit card for my purchase and they couldn't place a deposit on my debit. I asked if it were possible to transfer the booking to my credit card and this was refused. I offered a "different credit card" for additional charges, allowing the deposit to be placed, and this was also refused. "Everything has to be on the same card," was his response. I wasn't asking to pay less, get anything free, or disrespecting your company's policies. I offered reasonable solutions in an effort to rectify a severe breakdown in communicated information and was met with rude and dismissive feedback. This is just bad business. The refund, for me, isn't goodwill. I should have never been charged this amount in the first place.

  Had ANYTHING about "PDW" been made clear during the initial check out process, none of this would have happened.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/07/2024

  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 rent a car from economy rental car ,orlando through priceline paid $137.20 to priceline.com booking 5/23 to 5/29.Upon receiving my car on 5/23 around *****am from sales guy *************** , i told him to pay my own toll through my EZ pass transponder and not to take toll option service from them and he said since there car pay tolls by pay by plate it's not possible.Upon contacting eazy pass ,you can use my EZ pass in any rental car adding in my account.I called 5/23 to customer service Mr ******** around ****** and he told me to come back to there location and re sign the papers but since i was on wedding trip in orlando it's not possible.He say just go with toll by plate and we adjust and issue credit when you return back the car.they charge me $106.20 for tolls which is $12.95 + tax per day and i barley use $10 dollar worth of tolls in a week.There total invoice was $234.39 which includes $106.20 and i try to contact priceline.com and economy rental car many times after 5/29 and unable to get call back from manager.At this point they should refund my money $106.20 - minus toll roughly $10 = $96.20 back on my credit card.I have all the notes whom i talk and when and i will provide that information as needed.Thanks ***********************

  Business Response

  Date: 06/07/2024

  Dear **************,
  Thank you for taking the time to share your experience. We apologize for the frustration and inconvenience you encountered during your rental with us.
  We understand your concern regarding the toll charges. You initially opted to use your EZ Pass transponder instead of our toll option. You were informed at the office that our plate was already registered to our SunPass account, but it appears there was a miscommunication as it was actually a different account, allowing you to add it to your EZ Pass account.
  We apologize if this was not clearly communicated or executed as promised.
  After reviewing your case, we agree that you should be refunded for the toll service charges. We will process a refund of $106.20 to your credit card. This adjustment will be made today, 06/07/2024, and it typically takes 5-7 business days to be reflected on your account.
  If you have any additional details please feel free to share them.
  Thank you for bringing this to our attention, and we hope to have the opportunity to better serve you in the future.
  Best regards,
  *****************************

• Initial Complaint

  Date:05/08/2024

  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.

  I rented a car from Economy rent a car on May 3-7 *****in Orlando. I had a long day with a ton of flight delays and finally got to the car rental office at 2:30 am. When checking in to get my car I was told about the toll option. I asked the guy if Im going from my ************************ to ESPN would I even need it. He looks at me as says yes. I did not need to use the toll one time doing those trips. I may have used it one time when leaving and returning to the car rental office. I could have just paid the 1.80 cash if I was going to use it 2 times. And not the ***** I was charged. If I didnt ask I would understand it would be on me but I asked he said yes. I have talked to the location manager with no help to this issue and I feel the way they get you to get this added fee is a bit of a tricky way of going about it. I have a lot of large expenses coming up for my daughters graduation and this trip was for her cheer competition and I just dont have the money to spend on something Im not going to use. So I just feel its unfair to charge me for something and they keep the money when they will not be charged for tolls. I have asked to get a fund for the days I didnt need the toll and I get no where and dont seem to want to help in anyway. I will not use this car rental again due to this tricky tactic for them to make money off customers.

  Business Response

  Date: 05/09/2024

  Please remove this customer complaint from the *************** account as it pertains to an interaction with the office located in Orlando, ********
  
  
  
  
  

  Customer Answer

  Date: 05/09/2024

  Please help me locate the correct location to file complaint. I added my receipt  

  Business Response

  Date: 05/13/2024

  Hello *******************,
  

  At the rental desk, our agent explained that the tolls were totally optional, and we never forced our customers to purchase any of our products. Additionally, when the reservation was made via Expedia, the terms and conditions state that you are responsible for the payment of any and all tolls incurred during the rental period. However, for your convenience, we offer Saver-Prepaid toll, an optional electronic toll payment service whereby all toll charges and any other toll-related fees you incur are covered during the rental period. The Economy Rent a Car toll by plate option allows for quick bypass of unmanned and manned toll booths; you will cruise right through traffic. If you choose to take it, the toll by plate must be accepted at the time of pickup and must be applied for the entire length of the rental. Our service covers tolls incurred in ******* only. The current rates applicable to the toll by plate are $12.95 USD per rental day, plus taxes. Customers with Sunpass Portable transponders may use their transponders in our rental vehicles at their own risk, as Sunpass does not acknowledge some devices, and in these cases, customers will be responsible for charges incurred. Economy Rent A Car always recommends toll by plate activation through us when possible. If you choose not to purchase the optional service at the commencement of your rental and you utilize a *********, you will then be charged a $20.00 USD admin fee for each batch plus the price of the toll and fees billed from the tolling authority. For each batch of toll violations received, a maximum fee of up to $100.00 USD during the term of the rental period. Our activation does not cover red light camera violations or other moving violations drivers may incur. Our service does not cover airport parking either.
  Please be advised that since the toll by plate was an optional product and you accepted it, no refund will apply.
  

  Regards,
  

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

• Initial Complaint

  Date:11/21/2023

  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 am writing to bring attention to a concerning practice observed with Economy Rent-A-Car, which I believe could potentially constitute grounds for mass tort litigation. On 11/19/23, I rented a vehicle from Economy for a two-day period. During the rental process, I was informed that due to the use of a debit card, an additional charge of $9.95 per day would be applied. However, upon reviewing my invoice post-rental, it became clear that this charge was not a simple debit card fee but was, in fact, for a Partial Damage Waiver (***).According to the information available on Economy's website (***********************************************************************************************************), the *** is described as an insurance covering the renter for up to $1,000.00 USD in the event of minor damages and dents, including Roadside Assistance. Importantly, the policy specifies that *** is mandatory when using a debit card and consequently reduces the security deposit to $0.01 USD.This practice raises significant legal concerns:1. Misrepresentation of Charges: The representation of the *** as a mere debit card usage fee is misleading. Customers are led to believe they are paying for the convenience of using a debit card, rather than purchasing an insurance product.2. Forced Insurance Purchase: The mandatory imposition of *** on debit card users effectively forces customers into purchasing an insurance product, potentially without their full consent or understanding. This practice could be seen as coercive and deceptive, particularly if customers are not adequately informed or given a choice in the matter.It appears that Economy Rent-A-Car may be engaging in practices that are not only ethically questionable but potentially violate consumer protection laws. The deceptive nature of the fee presentation and the compulsory insurance requirement could be construed as engaging in unfair or deceptive acts or practices under various consumer protection statutes.

  Business Response

  Date: 11/29/2023

  Thank you for bringing Mr. ************ concerns to our attention. We would like to inform you that Mr. ********** booked his reservation via **************, wherein our policies are displayed, and he agreed to them at the time of booking. Specifically, in the form of payments section of our policy, it states the following "Economy Rent A Car accepts debit cards from major banks; restrictions will apply. Customers who use their debit card must purchase our *** (Partial Damage Waiver), which is $9.95 per day plus taxes. This waiver will cover them up to $1,000.00 USD for damages and does not cover GTP or ***, and will bring the security deposit to $0.01 USD. This information is also available on the website and informed by the agent at the time of pickup.
   
  We would like to clarify that *** is not insurance; it's a waiver that covers the customer's personal insurance collision/comprehensive deductible up to $1000 (one thousand) dollars. This is not imposed on our customers; however, if the renter chooses to use a debit card, it will be required as stated in our policies.
   
  Renters have a choice between using a credit or a debit card. As a convenience to many customers, Economy is one of the few car rental companies that accepts debit cards which would otherwise make it nearly impossible for debit card users to be able to rent a vehicle at any car rental facility. This however requires the purchase of *** in order to limit our customers responsibility and lower the deposit to $0.01 due to the fact that unlike credit cards, refunding deposits made on debit cards is a very time consuming process which leads to having their deposits retained for longer periods of time when compared to deposits made on credit cards, or facing challenges in covering the deductible in the event of an accident due to insufficient funds.
   
  In this case, ************************** used his own auto insurance and was required to purchase *** when he chose to use his debit card which reduced his deductible  to $0.01. ************************* was informed and agreed with the terms before renting the vehicle. When signing the agreement ************************** initialed the purchase of the *** with the description and cost associated to the product.
   
  Economy complied with its terms and conditions. Economy prides itself on customer service satisfaction and accommodating our customer in every way possible based on our customer needs as we feel we have done in this case.

  Customer Answer

  Date: 11/29/2023

   
  Complaint: 20902485
  
  I am declining to accept this response for the following reasons:
  
  1. Economy Rent a Car in Orlando has not presented any supporting links or documents to substantiate their claims. Furthermore, there appears to be no option for customers to opt out of this mandatory policy.
  
  2. Imposing a charge for a waiver while simultaneously placing a hold for security purposes effectively results in a double charge to the customer. 

  This is clearly a violation of Consumer Protection and Contract Laws. 

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

  Business Response

  Date: 12/01/2023

  Thank you again for reaching back out to us. We believe the response previously provided answer the points raised in Mr. ********** response but we will gladly clarify further.
  
  Point #1
  Mr. ********** had the opportunity to review our terms and conditions on **************, and you can find the information in the forms of payment section on the following link: **********************************************************************************************************************************************************************************************************************************.
  
  The option for our customers to opt-out of purchasing the *** is providing the rental agent with a valid credit card at the time of rental and not a debit card.
  
  Point #2
  There is no double charge. The pre-authorization for a ***** is not a charge on your account but as you stated, it is a hold which appears as pending on your account.
  
  In compliance with every law, Economy prides itself in finding ways to accommodate all of our customers including those with debit cards.