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:07/22/2025

  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.

  July 16, my car was damaged in an accident. On July 17 I reserved a car rental thru Expedia with Green Motion Car Rental from July 17 thru July 30. I paid $511.16 plus $140 thru Expedia for insurance. When I went to pick up car they wanted me to pay for ******************* because when I showed them my insurance they didn't take it. they wanted me to pay an extra $420 that I didn't have. I asked how can I get my money back and they said to contact *******. When I contacted Expedia Green Motion said they will not give me my refund back of $511.16. On Saturday July 19 I called Expedia and asked if Green Motion kept my money then I would like the rental. Green Motion said they will not give me the rental. So Green Motion kept my $511.16.

  Business Response

  Date: 07/22/2025

  Dear Mr. ****** *****,
  

  Thank you for choosing Greenmotion.
  

  Upon your arrival at the desk with confirmation number EXL(B)-5939115-59191, you presented a CDW policy purchased through your booking platform. We informed you that, in addition to CDW, Liability coverage is also required.
  

  You were given the option to use your own liability insurance, provided it could be verified through our Axle system. Unfortunately, the verification process was not successful.
  

  As a result, our agent offered you the option to purchase the required coverage directly with us in order to proceed with the rental. However, you chose to decline and cancelled the reservation at the desk.
  

  Please note that, as per policy, same-day cancellations are non-refundable.
  

  We appreciate your understanding.
  

  Best regards,
  Green Motion ************************************

• Initial Complaint

  Date:07/07/2025

  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.

  Facts of the Case On June 26, 2025, I entered into a rental agreement with Green Motion Car and Van Rental.I was charged $399.83 for a Platinum CDW (Collision Damage Waiver) that I did not knowingly or voluntarily opt into.The rental agreement terms clearly state that CDW coverage is optional, and not ************ the time of pickup, I was led to believe by the rental agent that CDW coverage was required in order to rent the vehicle.I relied on the rental agents statements and was not given a clear or fair opportunity to decline the coverage, which is a deceptive business practice.I later reviewed the agreement and confirmed that CDW was optional and that I had been ********* a result, I incurred a financial loss of $399.83 and was subjected to misleading conduct in violation of fair consumer practices.Additionally there was a toll fee of $252.30 charged to my credit card which I was told could be taken care of before, during, or after the rental reservation. This has not been resolved.

  Business Response

  Date: 07/08/2025

  Mrs. *****-*****

  Thank you for contacting us regarding the coverage and toll charges on your rental.

  Please note the purchase of a CDW is mandatory when renting ***** passenger vans. This is considered commercial insurance and is mandatory to be purchased at the location personal policies will not be accepted. This information is in the terms and conditions it was also advised at the rental desk by the agent before proceeding with the rental and before a signature was taken at the rental desk.

  Note that a toll pass was also offered and it was declined. You made contact Mrs. ***** after the contract was closed. We advised that the toll pass service can only be added at the time of vehicle collection or while the rental agreement is still active. Once the rental has been closed, the service can no longer be applied retroactively.

  In your case, the toll pass was not added during pickup or while the agreement was open. Additionally, upon return, you had the option to request the valet to include the service, but this was not done. As a result, the charge for unpaid tolls remains valid, as the toll pass service was not activated during the eligible period.

  Given the terms of the signed agreement, the charges on your account are valid, and we are unable to offer a refund. 

  Attached a copy of the signed agreement and toll violations

   

  Regards, 

  Green Motion ******* Team 

• Initial Complaint

  Date:07/03/2025

  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.

  The car rental place didnt have good customer service. The car had a check engine light, air bag warning sign and check engine light. I expressed my concern of the car condition told it would be ok (it wasnt). Car wouldnt start would come on but put its self in emergency park. When I got the contract in a email and not in hand it was noted that i would return the car at 0600 i called to extend the time using the automative service and requested. I was charged an additional day when the car was returned at 11 at a higher rate. I rented the car at the rate of $33.93 a day. They charged me $182 for the day while holding $500.

  Business Response

  Date: 07/04/2025

  Mrs. Smith 
  

  We have been in communication with you for some time, and at no point during or immediately after the rental did you raise the concerns you are now presenting. These issues appear to have been brought up only after your refund request was declined. Regarding your claim of not receiving a copy of the rental agreement, we can confirm that a copy was automatically sent to your email shortly after you signed. Therefore, the contract was made available to you within minutes of completing the process.

  On June ******* at 12:44 pm you called to inquire about a charge; our team made you aware the account was charged for the late arrival $182.77. As per Clause #** - Late Returns; Rental customers are allowed a 1 hour ***** ******* from the Return Date and time listed on the rental agreement. If the vehicle is not returned at the end of the ***** *******client is subject to additional day of rent at market rate plus applicable taxes. 
  
  APRL09D5B4 was reserved as follows: 
  06/23/2025 11:00 AM    
  06/28/2025 06:00 AM
  
  The vehicle was returned on June 28, 2025, at 11:05 AM, the agreement was closed 12 minutes after arrival. Your return time is past the agreed return time and ***** ******* No request was made to amend the return time, so the original return date and time remained unchanged. 

  On another email you mentioned leaving a voicemail for an extension. Please note that a voicemail does not guarantee the message was received, heard in time, or fully understood. Without two-way communication and confirmation, there is too much risk of miscommunication. Please note that no reputable car rental company would process a modification requestsuch as an extensionbased solely on a voicemail.
  
  Any modifications to a reservationincluding extensionsmust be made by speaking directly with a live representative. This ensures we can confirm availability and pricing, obtain your consent for any additional charges, and update the reservation accordingly. Once these steps are completed, our system generates a new rental agreement for your review and sign remotely. At this time, our records show no such changes were processed, nor was an extension fee charged. 
  
  Additionally, you had the opportunity to verify any modifications or discrepancies at the time of vehicle return, but no concerns were raised at the desk or with the valet staff.
  
  As no formal extension was completed and no charges were incurred for one, we regret to inform you that we are unable to issue a refund for the late fee.Since the return exceeded the ***** ******* the late fee is valid and in accordance with the agreed terms. 
  
  Attached a copy of the signed agreement 
  
  
  Kind Regards,
  
  
  Green Motion Car and Van Rental | Orlando

  Customer Answer

  Date: 07/14/2025

  Dear BBB,

  please be advised I brought up concerns with employer in person. The person who originally took my information walked away, the young lady who advised it would be ok to turn in at ****************** the lobby near the front desk 

• Initial Complaint

  Date:07/01/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We put a deposit down for a van as described in the outline. We were expecting a ****** Sienna or similar. It was well documented that we had 8 people and 6 bags. Priceline collected our deposit of 108 dollars. When we arrived on June 24, Green Motion told us that the car we rented would not fit all of us. They were going to make us upgrade to a Transit which would cost an additional 400+ dollars on top of what we owed with ******. Not one person from Green Motion contacted us prior to the date to specify that this car would not fit all of the people we had in our party. Due to the increased cost and false advertisement, we cancelled the rental car. Priceline will not give us our money back for $108.00 despite the false advertisement with the car and the withholding of the additional costs that we would have incurred. They stated that it had to be cancelled within 3 days, but being on vacation, we did not have that option. I filed a complaint against Green Motion with a Priceline representative. Green motion should pay for the reimbursement that Priceline will not give us due to their poor practice and lack of transparency. In the attached documents you will find what we had agreed to rent with the company along with the cost we had agreed to upon arrival. This was not what we offered to us so we walked away. Green Motion should be held responsible and made to be held accountable to pay us for the $108 deposit.

  Business Response

  Date: 07/02/2025

  Mrs. ******,
  The reservation was transmitted to us by Priceline with the following details:
  

  Booking Confirmation Number: PRP(B)-5738196-57181
  Start Date: June 24, 2025 Start Time: 10:30 AM
  End Date: June 30, 2025 End Time: 10:00 AM
  Vehicle Reserved: FL-PV - **** Transit 12-passenger, Automatic or similar
  

  As the local provider, we are only able to supply the vehicle type specified in the reservation transmitted to us. Since your booking and payment were processed directly through Priceline, we kindly advise you to contact their customer service team to request further assistance.
  

  Kind regards,
  Green Motion ******* Team
  

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23544368
  
  I am rejecting this response because no one from your company reached out to us to let us know that what we had rented would not fit our party. You waited until we were standing in your building to try to take advantage of us by giving us a car that would cost 400+ more than what we had agreed upon. When looking at reviews of your company online, I know we are not alone with the dissatisfaction of your company and lack of transparency. You could have given us a different car with the same price, but you instead tried to take advantage of us by tacking on additional fees that we did not agree to. You, as the rental company are responsible. It is because of your lack of transparency and your need to try to take advantage of us that we are now out 108 dollars. You should be reimbursing us. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 07/08/2025

  Mrs. ******,

  Be advised the booking was pay on arrival, you did not pay anything to Green Motion therefore we cannot issue a refund for a payment made to another company. 

  As previously stated the reservation was transmitted to us by Priceline with the following details:
  
  Booking Confirmation Number: PRP(B)-5738196-57181
  Start Date: June 24, 2025 Start Time: 10:30 AM
  End Date: June 30, 2025 End Time: 10:00 AM
  Vehicle Reserved: FL-PV - **** Transit 12-passenger, Automatic or similar
  
  As the local provider, we are only able to supply the vehicle type specified in the reservation transmitted to us. Since your booking and payment were processed directly through Priceline, we kindly advise you to contact their customer service team to request further assistance.
  
  Kind regards,
  Green Motion ******* Team

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23544368
  
  I am rejecting this response because if you look back at the receipt I attached at the very beginning, I never agreed to a 12 passenger van. I agreed to a ****** Sienna or equivalent. The 12 passenger van is not equivalent. I agreed to the price of 453 dollars. The people working your front desk told me when I arrived all they had available was a 12 passenger van. Not once did they say that was what was sent by Priceline. They decided to change it because what I booked was not available. Your company wanted to then charge me an additional 400+ dollars for fees that I did not agree to. Im sure it would have been a lot more but I did not let them finish with their additional fees before I said cancel. Although you say that Priceline is accountable, I am saying you are accountable because you tried to charge me additional fees while I was vulnerable and in a different state. You did not give me what I asked for or even valued the price I agreed to.  Looking at your reviews on ******, I know you have done this to MANY people. The numerous 1 star ratings speaks volumes. Over and over again it is noted similar situations I am in. You cannot blame that on Priceline. That is your company. Because of your company not valuing the agreement of cost, I am now out of 108 dollars. I dont see how you dont see it is your fault. I will continue to write negative reviews of your company to warn others so they go somewhere else. Ive rented many cars through Priceline and have never had this issue. This is a you issue and your company should not be in operation. Ive reported you to Priceline, as well.  You should be ashamed how you take advantage of people. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 07/11/2025

  Mrs. ******,
  

  Our response remains the same, as the facts are as follows:
  

  The reservation was transmitted to us by Priceline with the following details:
  

  Booking Confirmation Number: PRP(B)-5738196-57181
  Start Date: June 24, 2025 Start Time: 10:30 AM
  End Date: June 30, 2025 End Time: 10:00 AM
  Vehicle Reserved: FL-PV **** Transit 12-passenger, Automatic or similar
  

  As the local provider, we are only able to supply the vehicle type specified in the reservation we received. Since your booking and payment were processed directly through Priceline, we kindly recommend that you contact their customer service team for further assistance.
  

  Kind regards,
  Green Motion ******* Team
  

• Initial Complaint

  Date:06/24/2025

  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.

  U-Save/Green Motion charged me twice for my Rental Fee. The initial fee was paid when I booked the rental vehicle. The Rental charge of $63.48 was taken from my account through *******, paid to U-Save/Green Motion on May 21, 2025. Then at the time of pickup on June 16, 2025, I was charged again, the Rental charge of $63.48. I asked the company for a refund and they were very difficult. I tried via phone, and then multiple e-mails back and forth. They refuse to refund me my money.

  Business Response

  Date: 06/25/2025

  Mrs. ********
  

  Thank you for contacting us!
  

  Please note that the pre-payment made online was for the protection plan offered by the third-party booking platform. Since you chose to purchase our in-house coverage at the rental desk instead, you will need to contact ******* directly to request reimbursement for the initial plan.
  

  Upon arrival, you were charged:
  $154.66 for the vehicle rental including taxes
  $247.47 for the Collision Damage Waiver (CDW) including taxes and fees
  Total paid: $402.13
  

  This was a 6-day rental. As stated in the signed agreement under Clause 16) No Early Termination: The rental term of the vehicle is notated as Start Dateand Return Date. If a renter decides to return the vehicle prior to their return date, they may do so, however, refunds will not be issued regardless of circumstance. Accordingly, an early return does not qualify for a refund.
  

  Lastly, our records indicate you declined to purchase the toll pass package upon collection and assumed responsibility for tolls. That is why on 6/24/2025 you were charged $97.81 for unpaid tolls. This amount was deducted from the deposit/pre-authorization on file. Records also indicate that the rental agent informed you of the toll policies, including costs and associated fees for any unpaid or missed tolls. This information is outlined in Clause #8 of your rental agreement, as well as in the decline waiver you signed.

  As stated in Clause #8 Violations, renters are responsible for any tolls, parking, or red-light violations incurred during the rental period. Each violation is subject to a $39.00 administrative fee,and Green Motion/U-Save Car Rental charges the card on file before notifying the renter. Copies of any violations are available upon request.
  

  Given the terms of the signed agreement, the charges on your account are valid, and we are unable to offer a refund. However, as a gesture of goodwill, we are pleased to offer you a coupon code: MCO25, which can be redeemed on **************************************************** toward a future rental.
  
  Attached copy of the signed agreement and toll invoice.
  

  
  Regards, 
  
  Green Motion ******* Team 

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23512851
  
  I am rejecting this response because: Expedia charged me the rental fee of $63.48. I am not asking for the fees, taxes, tolls or anything else back. I understand the contract i signed and what it states. Again, I was charged the amount of $63.48 twice. Once through Expedia at the time of the reservation and then again at the time of pick-up. If you look at my receipts/rental agreement you will see the $63.48 fee charged through ******* and again, through U-Save. I am simply asking for my money back on the second charge.

  Additionally, I turned down the sunpass because we have our own EZPASS. It did not pick up ona couple of the tolls we went through on that first night. We called One pass to resolve the issue. They accepted my EZPASS information and waived the fees. They said it's up to the rental car company to waive the fees from their end now. I'm assuming with the way things have gone already with my asking for the additional rental fee charge back, it's probably out of the question that U-Save would Waiver the fees. Regardless of the resolve of the toll by plate. 

  I will not accept a coupon as a resolve for this issue. I will not be willing to use this company again. 

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

  Business Response

  Date: 07/03/2025

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

  Thank you for contacting us.
  

  Please note that our partner U-Save only processes bookings as pay on arrival. This means that your car rental was not prepaid, which is why we are unable to issue a refund for the rental fee.
  

  We recommend that you contact Expedia directly to clarify what the charge on their end was for, as it is not related to the actual cost of the rental.
  If you have any further questions, feel free to reach out.
  

   

  Kind regards,
  Green Motion ******* Team
  

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23512851
  
  I am rejecting this response because: Expedia charged Green Motion the Rental fee of $63.48. Green Motion charged me again, the rental fee of $63.48 upon pick-up. Expedia told me to work it out with Green Motion, since they are the ones who collected the payment. Additionally, I am not also requesting a refund for the toll violations. I worked out the toll-by-plate issue with ******* and provided them my EZPASS information. They waived the fees and said it was up to Green Motion to return the money to me since they charge a fee on their own. With that said, I signed for the following terms of agreement: 

  I understand that as I am declining the toll transponder package, I understand that if Green Motion Car and Van Rental
  receives a toll violation invoice which occurred throughout the duration of my rental agreement, my credit card will be
  charged and in addition to I will be subject to a credit card charge of $39 per violation plus the toll or citation amount. I
  understand that Green Motion Car and Van Rental may charge my credit card without any notification if I am in violation.
  This is in reference to term number 8 , If the renter receives any toll, parking, red light, etc. violations, they will be held
  responsible to pay that violation plus a $39.00 admin fee for EACH violation incurred during the term of the rental. Green
  Motion will charge the renters credit/debit card on file before contacting renter. All copies of violations may be sent to the
  renter upon request.

  That does not equal a charge of $97.81. There were (2) tolls that the EZPASS did not get picked up for. 1: $4.00 and 2: $1.16 (Add $39.00 to each and that comes out to a total of $83.16). Again though, the violation was reolved through *******. I am asking for $92.64 back. 

  Attached are all my charges, receipts, toll invoice (prior to resolution), and EZPASS information which was provided. 

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

  Business Response

  Date: 07/11/2025

  Mrs. ********
  
  Once again pre-payment made online was for the protection plan offered by the third-party booking platform. Since you chose to purchase our in-house coverage at the rental desk instead, you will need to contact ******* directly to request reimbursement for the initial plan.
  
  Upon arrival, you were charged:
  $154.66 for the vehicle rental including taxes
  $247.47 for the Collision Damage Waiver (CDW) including taxes and fees
  Total paid: $402.13
  
  This was a 6-day rental. As stated in the signed agreement under Clause 16) No Early Termination. Accordingly, an early return does not qualify for a refund.
  
  Please note that our fleet vehicles are registered under our toll account, and the use of personal or tourist passes is not permitted and is not advertised either. Additionaly, our records indicate you declined to purchase the toll pass package upon collection and assumed responsibility for tolls. .That is why on 6/24/2025 you were charged $97.81 for unpaid tolls.

  This amount was deducted from the deposit/pre-authorization on file. Records also indicate that the rental agent informed you of the toll policies, including costs and associated fees for any unpaid or missed tolls. This information is outlined in Clause #8 of your rental agreement, as well as in the decline waiver you signed.

  Toll charge breakdown:

  Invoice #: GUN2962114 (copy previously provided)
  Tolls: $5.16
  Fees: $78.00
  Taxes: $14.65
  Total Charge: $97.81

  
  Given the terms of the signed agreement, the charges on your account are valid, and we are unable to offer a refund. However, as a gesture of goodwill, we are pleased to offer you a coupon code: MCO25, which can be redeemed on **************************************************** toward a future rental.

  Regards, 

  Green Motion ******* Team

  
  

  Customer Answer

  Date: 07/19/2025

   
  Complaint: 23512851
  
  I am rejecting this response because: i disagree with the charges they are indicating in this. The protection plan is not the issue. The rental charge is. The toll by plate violation was waived. The contract didn't state that my own pass could not he used in the vehicle. This company does not care about returning customers. They only nickle and dime people with 0 regard for the customer's rights. This is not going to be resolved here. I do not accept a coupon code. I want my money back that I am owed. I have never in my life dealt with such incompetency and blatant disregard from any business. I've rental vehicle through numerous companies and have never had to deal with anything like this before. I'm at a loss as to what to do at this point. I already left a bad review stating my concerns and reading through the others, there are so many others who have been through this same thing. This company is stealing their customer's money and getting away with it. It has to stop. 
  
  ****** ********

  Customer Answer

  Date: 07/21/2025

  There are many customers who have run into the same issues as myself when dealing with U-Save/Green Motion. This company seems to have a business model which includes a nickel and dime approach whilst scamming their customers out of their money. They double charge and then tell you there are no refunds, so they steal your money. I've provided numerous examples of complaints against this company. People need to be warned away from them. 

  Business Response

  Date: 07/25/2025

  Dear Mrs. ******************** answer will not change, we have answered truthfuly and according to facts. 
  
  Please note that our partner U-Save only processes bookings as pay on arrival. This means that your car rental was not prepaid, which is why we are unable to issue a refund for the rental fee.
  
  We recommend that you contact Expedia directly to clarify what the charge on their end was for, as it is not related to the actual cost of the rental.
  If you have any further questions, feel free to reach out.
  
  
  Kind regards,
  Green Motion ******* Team

• Initial Complaint

  Date:05/27/2025

  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 regarding my recent rental experience at Green Motion ******* location (******************) under booking reference #******* for the period May 5, 2025, to May 16, 2025, totaling $1,392.13.I booked a 12-passenger vehicle rental through Expedia well in advance of my trip. However, upon arrival, I was informed that I was being given a 15-passenger van instead. At that time, your staff insisted that I purchase your insurance, claiming it was a Florida state law requirement for any 15-passenger van. I clearly communicated that I have full-coverage auto insurance through ****, which covers rental vehicles up to 15 passengers, and I provided documentation (including the *** number) verifying this coverage.Despite this, your staff refused to accept my insurance and insisted that I must purchase your insurance policy. Initially, I was told to bring a letter from my insurer for verification. Upon returning with the letter, I was informed that it should have been submitted two weeks prior to the rental, a requirement I was never made aware of during the booking process. Eventually, I was told that company policy mandates the purchase of your insurance for any 15-passenger van.This was a blatant bait-and-switch tactic: I prepaid for a 12-passenger vehicle, but was forced to accept a larger van with a mandatory, expensive insurance add-on at $59.99 per day for 16 days, or else be denied the rental altogether. The lack of disclosure about this policy at booking is deceptive and coercive, leaving me no viable option at the counter while traveling with 10 other passengers.I believe this practice is unfair, lacks transparency, and constitutes deceptive and predatory business conduct. I demand a full explanation and a refund of the insurance charges imposed under these misleading conditions.

  Business Response

  Date: 05/28/2025

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

  Thank you for contacting us.
  

  We would like to clarify the coverage policy at Green Motion as well as the vehicle type provided to you.
  Please note that the purchase of a Collision Damage Waiver (CDW) is mandatory as per Green Motion Policy when renting 12- to 15-passenger vans. This is classified as commercial insurance, and as such, must be purchased at the rental location. Personal insurance policies are not accepted for this category of vehicle.

  The vehicle you were provided was a **** Transit, which aligns with your reservation. Please be advised that the 12-passenger and 15-passenger **** Transit vans are essentially the same vehicle. The primary difference is the number of seats. Structurally and mechanically, both configurations share the same chassis, engine options, and dimensionsthe 15-passenger version simply includes an additional rear row of seating.

  All of this information was communicated by the rental agent prior to finalizing your rental agreement. After being informed of the policies and vehicle details, you chose to proceed and signed the rental agreement accordingly nothing here was forced.

  For the reasons outlined above, a refund is not warranted.

  Please find a copy of your signed agreement attached for your reference.

   

  Kind regards,
  Green Motion ************************ Team

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23382941
  
  I am rejecting this response because:

  Thank you for your response and for providing clarification on your coverage policy and the vehicle provided. However, I must respectfully disagree with your conclusions regarding both the insurance requirement and the vehicle classification.
  First, while I understand your policy regarding Collision Damage Waiver (CDW) requirements for 12- to 15-passenger vans, this was not clearly communicated to me prior to my arrival at the rental location. The information presented at the time of booking made no indication that my personal insurance would be deemed invalid or insufficient, nor that I would be compelled to purchase an additional commercial CDW at the counter. This lack of transparency is misleading and contradicts standard industry practices, where customers are clearly informed of mandatory insurance costs before finalizing a reservation. Second, while the 12- and 15-passenger **** Transit vans may share the same chassis and mechanical structure, they serve different practical purposes. My reservation was specifically for a 12-passenger van or similar. Providing a 15-passenger model, even if mechanically similar, constitutes a material difference in terms of configuration, insurance classification, and usabilityparticularly when insurance rules are impacted by this distinction. Presenting them as interchangeable disregards the nuances of customer needs and expectations. Furthermore, while I acknowledge that I signed the rental agreement, it is important to recognize that doing so under pressure or without fully disclosed terms does not negate my right to dispute charges or policies that were not transparently conveyed prior to my commitment.
  For these reasons, I continue to believe that a refund or adjustment is warranted and request that you reconsider this matter in good faith. I am prepared to escalate this issue if necessary.
  
  Sincerely,
  
  ********* *******

  Business Response

  Date: 06/05/2025

  Dear Mrs. ********************* you for contacting us.
  
  We would like to clarify the coverage policy at Green Motion as well as the vehicle type provided to you.
  Please note that the purchase of a Collision Damage Waiver (CDW) is mandatory as per Green Motion Policy when renting 12- to 15-passenger vans. This is classified as commercial insurance, and as such, must be purchased at the rental location. Personal insurance policies are not accepted for this category of vehicle. This is our company policy. 

  The vehicle you were provided was a **** Transit, which aligns with your reservation. Please be advised that the 12-passenger and 15-passenger **** Transit vans are essentially the same vehicle. The primary difference is the number of seats. Structurally and mechanically, both configurations share the same chassis, engine options, and dimensionsthe 15-passenger version simply includes an additional rear row of seating.

  Once again all of this information was communicated by the rental agent prior to finalizing your rental agreement. After being informed of the policies and vehicle details, you chose to proceed and signed the rental agreement accordingly nothing here was forced.
  

  For the reasons outlined above, a refund is not warranted.
  

  
  Kind regards,
  Green Motion ************************ Team

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23382941
  
  I am still rejecting this response because:

  Your response regarding my recent rental. While I appreciate your explanation of company policies, I must respectfully disagree with your assessment and provide clarification based on my experience booking through Expedia.
  * Lack of Prior Disclosure of ********************* At no point during the Expedia booking process was I informed that purchasing a Collision Damage Waiver (CDW) was mandatory. I was initially told my personal insurance (****) would be accepted, and my insurer even added the vehicle to my policy (attached). However, upon returning to the rental counter, I was informed that a commercial CDW was required. This significant cost was never disclosed beforehand, denying me the opportunity to make an informed choice or select an alternative company.
  * Ambiguity Regarding Vehicle Classification - I reserved a 12-passenger van, but the insurance requirements applied to 15-passenger commercial vehicles were imposed without prior notice. If Green Motion enforces identical insurance policies for both, this critical distinction should have been transparently communicated during booking, especially given the differing insurance conditions typically associated with these vehicle types.
  *Consent Under Duress - While I signed the rental agreement, this was done under considerable pressure and duress after extensive travel and with no viable alternative, upon being informed of unexpected fees only at pickup. Such circumstances do not constitute informed consent.
  In conclusion, my concern centers on a lack of transparency and undisclosed fees, not a refusal to pay for services knowingly accepted. Given these facts, I request that you reconsider the charges and provide a refund or reimbursement accordingly.
  Thank you for your attention and understanding.
  
  Sincerely,
  
  ********* *******

  Business Response

  Date: 06/16/2025

  Dear Mrs. ********************* you for contacting us.
  
  We would like to clarify the coverage policy at Green Motion as well as the vehicle type provided to you.
  Please note that the purchase of a Collision Damage Waiver (CDW) is mandatory as per Green Motion Policy when renting 12- to 15-passenger vans. This is classified as commercial insurance, and as such, must be purchased at the rental location. Personal insurance policies are not accepted for this category of vehicle. This is our company policy. 
  The vehicle you were provided was a **** Transit, which aligns with your reservation. Please be advised that the 12-passenger and 15-passenger **** Transit vans are essentially the same vehicle. The primary difference is the number of seats. Structurally and mechanically, both configurations share the same chassis, engine options, and dimensionsthe 15-passenger version simply includes an additional rear row of seating.
  Once again all of this information was communicated by the rental agent prior to finalizing your rental agreement. After being informed of the policies and vehicle details, you chose to proceed and signed the rental agreement accordingly nothing here was forced.
  
  For the reasons outlined above, a refund is not warranted.
  
  
  Kind regards,
  Green Motion ************************ Team

• Initial Complaint

  Date:05/20/2025

  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 for the period from 5/14/25 through 5/18/25. The car battery died on 5/16/25. Green Motion stated they could not offer me a replacement car. I had to get the car jumped and returned it on 5/16/25. I requested a refund for the unused portion of the rental and was told I would need to email the company. The company responded by email saying that I was hostile and obstructed their driveway (never happened) and that they would not refund me. The car should not have been rented in the condition it was in.

  Business Response

  Date: 05/20/2025

  Mr. ************ style="color: rgb(0, 0, 0); font-family: "Courier New", Courier, monospace; font-size: 13.3333px;">
  Thank you for your recent communication.
  
  After a thorough review of your case, we must respectfully inform you that compensation will not be offered. Our records indicate the following:
  
  When you experienced a battery issue with the vehicle, you successfully jumpstarted it and were advised to return to our office for a vehicle exchange. As you declined all optional protection services and elected to self-insure, we provided this guidance to ensure the matter could be resolved promptly.
  
  Additionally, as a courtesy, we offered to dispatch a tow truck in case the jumpstart did not resolve the issue. You were informed that you could simply call us back to proceed with that option.
  
  Upon your return, the vehicle was turned off in the middle of the return lane, obstructing operations. Our agent, *****, approached you politely and offered to exchange the vehicle. However, you Mr. ******* responded with inappropriate and hostile language and stated you were done and not interested in another vehicle.
  
  It is important to note that you signed a rental agreement which includes a No Early Termination clause (#**), acknowledging that the terms of the rental would remain in effect even if you chose to return the vehicle early.
  
  Our team made every reasonable effort to assist you, and we regret that you declined the support offered. Based on these circumstances, no refund or compensation will be provided.
  
  
  Regards,
  Green Motion *************** Team

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23352784
  
  I am rejecting this response because:

  1.  The car was returned early due to our inability to use it. The battery died and we needed to have the car jumped twice in order to get back to the rental office.  We were on vacation and could not use the vehicle and were not able to spend any additional time dealing with the low-quality vehicle we were given.

  2.  I had a pleasant conversation with the rental car representative *****. She was kind enough to provide me with the contact information to request a credit as she was not authorized to issue one. I left the car as directed at the rental office place and did not turn it off.  Any statements to the contrary are false and defamatory.  I take the companys mischaracterization of my car return very seriously.

  3. The condition of the car has not been addressed by the rental company. The rental company points to no provision of the contract that addresses the remedies available to the customer upon the ********************** company is failure to fulfill its obligations under the agreement.
  

  4.  My return flight was at 8 AM and I could no longer rely upon the rental car to allow me to make my flight in the morning without issue.  As such and as explained to the rental company, I had no choice, but to return the car.  
  

  5.  Due to the dead battery, we missed our early admission to the park, which I paid for. I also took time from my vacation and my family to return the car. I also needed to pay for a ride to the airport out-of-pocket. These are additional damages, which I have suffered as a result of the rental companys failure to meet its obligations under the rental agreement.

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

  Business Response

  Date: 05/23/2025

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

  Thank you for your follow-up regarding your recent rental experience. We understand that you are dissatisfied with the outcome, and we regret that our previous response did not meet your expectations.

  After another thorough review of the events, we must respectfully reaffirm our position. Our records show that when the vehicle experienced a battery issue, you were able to jumpstart it, and our team promptly advised you to return to our office for a vehicle exchange. This guidance was provided in line with your decision to decline optional protection services and self-insure.

  As an additional courtesy, we offered to dispatch a tow truck should the jumpstart prove unsuccessful, and you were informed that assistance was just a phone call away.

  Upon your return to the location, our staff member, *****, approached you to assist with a replacement vehicle. Unfortunately, the interaction became difficult, and you clearly communicated that you were no longer interested in continuing with the rental.

  We would like to kindly remind you that the rental agreement you signed includes a No Early Termination clause (#**), which confirms that the rental remains billable regardless of early return.

  While we genuinely regret that your experience was not a positive one, we believe that our team made every reasonable effort to resolve the issue and provide support. As such, we are unable to offer a refund or additional compensation.
  
  

  Sincerely,
  

  Green Motion Orlando Airport Team

  
  

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23352784
  
  I am rejecting this response because:
  1. The early turn in provision to which you refer does not address early return due to a non-working car.
  2.  In fact, the agreement is silent on the issue of a damaged/nonworking car.
  3.  The car that was leased to us was not clean and in poor condition.  
  4.  This was a short family vacation and we no longer had time to waste dealing with a rental car that was not functional. As stated previously, our flight was early in the morning and we could not risk another issue with the car and miss our flight (in addition to the loss of our early Park admission that was also forfeited due to the issues with the car rented to us.)
  5.  A witness (a retired New York State Judge) was present at the time I returned the car and would be happy to provide a statement as to the nature of my conversation with your representative. He can confirm that there was no unpleasantness with the representative.  Again, I take this accusation very seriously.
  
  Sincerely,
  
  ******** *********

  Business Response

  Date: 06/16/2025

  Mr. ************ style="color: rgb(0, 0, 0); font-family: "Courier New", Courier, monospace; font-size: 13.3333px;">
  Once again we must respectfully inform you that compensation will not be offered.
  
  Our team made every reasonable effort to assist, you declined the support offered and the fact the contract had no early termination. Based on these circumstances previously mentioned on previous communications, no refund or compensation will be provided.
  
  
  Regards,
  Green Motion *************** Team

• Initial Complaint

  Date:05/09/2025

  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 minivan from green motion through Priceline. When I arrived, I was informed they only had an *** available. My option was to cancel or return at 7am the next morning to pick up a minivan. I would have made other decisions before the trip had I known this would be the end result. It was a major inconvenience to me and my family to return at 7am the next morning on our first day of vacation and having other plans that day, but we had to accommodate this because the *** we were given was not large enough for our family. I was given the manager name of ****** to contact to resolve any sort of refund. I called and left messages for ****** all week and never received a call back.

  Business Response

  Date: 05/12/2025

  Dear **** Green,
  

  A refund of $5.01 has already been issued on 05/07/2025 for the 5.5 hours you experienced a vehicle downgrade. This information was also communicated to Priceline. You had had RKYT59 Santa Fe from 2025-04-30 Time: 01:17 am until 2025-04-30 Time: 07:01 am that date and time the client received BL32SZ Voyager (minivan).
  

  The downgrade refund is calculated based on the rate difference between the vehicle you reserved and the one you were provided

  Regards, 

  Green Motion ******* Team 

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23310712
  
  I am rejecting this response because: it does not account for the time and inconvenience I experienced. I had to make an extra trip to the rental location to exchange vehicles, disrupting my day. I originally chose to pick up the car the night before to avoid that exact inconvenience, even though it meant not getting the optimal weekly rate. In the end, I still had to return the next day, defeating the purpose. Im requesting a full refund for the first days rental. Had I known Id have to return the next day anyway, I would have planned the day differently to rent the vehicle for exactly one week.
  
  Sincerely,
  
  Kiara Green

  Business Response

  Date: 05/23/2025

  Dear **** Green,
  

  Thank you for reaching out and for choosing our rental services. We appreciate the opportunity to address your recent concerns regarding your rental experience.
  

  We understand that a minivan was not immediately available at the time of pickup and that a 7-passenger SUV was provided to you as a temporary alternative. We sincerely appreciate your patience and flexibility. As soon as the minivan became available later that same day, our team promptly facilitated the exchange, and you were able to continue your rental as originally reserved.

  In recognition of the temporary downgrade in vehicle type, we issued a $5.00 compensation. This adjustment was made to fairly account for the difference in vehicle class during the brief time you had the SUV.
  

  Please note that a vehicle was provided to you throughout the entire rental period without interruption, and the exchange was completed within the same day. Given that you maintained full use of a vehicle and were already compensated for the short-term downgrade, we are unable to offer a full days refund.

   

  Regards, 

  Green Motion ******* Team

• Initial Complaint

  Date:04/23/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/13/2024 when I went to pick up the car I was told differently and frankly wasn't treated well. The agent was not particularly helpful and friendly to me.When going through the process of getting the vehicle I was subjected to all these additional charges and fees which in my original reservation I was not made aware of.For starters I asked to use my own Sunpass and was promptly told that I could not and if I declined coverage and went through a toll I would be subjected to $39.99 a day. This was not explained to me in an appropriate manner via email or from the agent on staff.Secondly I had to sign up for liability insurance when I had all my documentation in place, but again I was not treated fairly and was told that my insurance was no good. If I can provide proof of insurance I should be able to use mine and not the rental ************ total with the insurance and the ******* I had to pay an additional $273.00. On top of the fact that I had to pay the taxes on the final charge which was almost 3 times the original charge and again the original quote with taxes and fees was $150. I find it absurd that I paid an extra $300.00.Again this has been a terrible experience and unless this is made right I will never rent from this company again.

  Business Response

  Date: 04/24/2025

  Mr. *******,
  
  Thank you for contacting us.
  
  Your Expedia reservation provided a quote for the rental days and taxes/fees for the vehicle only, taxes and fees for extras added upon collection are included. Additionally, the company provides full transparency regarding our rental terms and conditions, including deposit and insurance requirements. This information is clearly available prior to booking on the booking page, and our company also sends a follow-up email to all clients ********************************************************************************* your case, this email was sent to ********************************.

  Secondly, we would like to point out all of our agents are trained to strictly follow company policies. As part of the standard rental process, insurance coverage must be verified through Axle, and a valid credit card is required for the security deposit. If a client is unable to verify coverage via **** other options are presented in your case the agent offered Liability because your credit card covered only the collision. We would also like to note that our agent went above and beyond to assist you by offering a discounted rate. While the standard cost for liability protection is $29.99 per day, you were offered and accepted a reduced rate of $25.00 per day.

  In terms of the toll pass package, please be advised that this is an optional service, which you voluntarily opted into at the time of rental.

  After careful review, we regret to inform you that we are unable to offer a refund in this case, as all charges were made in accordance with the signed rental agreement.

   

  Kind regards,
  Green Motion Car and Van Rental | Orlando

• Initial Complaint

  Date:04/21/2025

  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.

  Im filing a formal complaint against Green Motion ********* Rentals in *****, *******, for deceptive and predatory practices surrounding their insurance policy.Despite having my own full-coverage auto insurancewhich meets all Florida state requirements and covers rental vehiclesthe staff refused to honor it. Instead, they aggressively tried to force me into purchasing their own insurance at over $60 per day, or else be denied the rental entirely. This is nothing more than a scam, and it was clear theyve done it before.The couple in front of us had the exact same experience. They, too, were told their valid insurance wouldnt be accepted and were pressured into buying Green Motions overpriced coverage. Its obvious this isnt a misunderstandingits standard operating procedure for them.Nowhere during the booking process is it disclosed that your own qualifying insurance will be dismissed at the counter. Its a classic bait-and-switch tactic: lure you in with cheap rates, then trap you with hidden fees once youre standing at the counter.We took our business elsewhere and will never support scam artists like this. Travelers deserve honesty and transparencynot coercion and deception.Avoid Green Motion Tampa at all costs.

  Business Response

  Date: 04/21/2025

  Mr. ****** and BBB 

  Please remove this complaint from this account because its only for the ******* location, we do not handle any type of complaints for *****. This is a franchise and individually owned. 

  Regards 

  Green Motion ************************ Team