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:02/20/2024

  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.

  Rented a car from economy bookings and was referred to green motion and bought full coverage insurance from economy. Got to the rental desk and was informed that economys insurance did not work with them. Was also could not use any of my own insurance to cover it because it was not $300,000 combined limits. Was forced to purchase an addition 300+ insurance from them and told I could not use my sun pass for tolls and an additional charge would have to be paid for tolls of $25 dollars per occurrence we fell like it is a bait and switch scheme with the insurance

  Business Response

  Date: 02/20/2024

  Mr. ********

  Thank you for contacting Green Motion *******!

  We're sorry to hear about your disappointing experience. Our team has verified and we do not have a contract under ***********;********. Please provide more information like the name of the lead driver, voucher number and rental dates. Note: we do not handle cases for other locations. 

   

  Regards 

   Green Motion **************** Team

• Initial Complaint

  Date:02/04/2024

  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.

  My partner, *****************, and I purchased a rental vehicle online on 01/01/24 for an upcoming trip. When we arrived to the car rental place they were being extremely difficult and complicated. They first said that insurance was required before taking the vehicle which was not true in the **************** and were requiring we purchased their own insurance at $40/day which was not disclosed anywhere online before the purchase. Second, we told them we would use our credit card's car rental insurance and they stated they did not accept that. Next, we tell them we have personal car insurance we can provide and they still refused saying it was not enough although we had $300k in insurance. They then told us we could not use any of our credit cards and had to use a debit card. This was extremely suspicious and we refused this. Several other customers including us decided that we would refuse the vehicle rather than risk making any payments. They lied and are using deceptive tactics to make money off people.

  Business Response

  Date: 02/05/2024

  Dear Mrs. ************************ you for contacting us!

  Please provide the confirmation email from the broker showing all details including the name of the main driver, voucher number and the rental location. We have searched our system and couldn't find a rental under the name ************************** 

  Please note this BBB account is for the ******* location only we do not have access to: *****, ***** or *************** since this is a franchise. 

  We await your response!

  Regards 

  Green Motion **************** Team 

• Initial Complaint

  Date:01/11/2024

  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.

  I rented a vehicle from August 7 - 14, 2023. I lost the key to the vehicle and paid a $400 fee. A week later the key was found and returned to Green Motion. I spoke to their employee, *******, who confirmed that the key was in their possession on August 24th and was told that I would receive a refund in a few days. I never received the refund. I have been in contact with Green Motion for over 4 months now. In that time, i was told that ******* did not notify anybody that the key was returned. A duplicate was made on August 26th two days after i returned the key. When i last spoke to a supervisor, I was told that there is a 72 hour deadline for the key to be returned for a refund. I was never told this and i dont see it anywhere in their contract. I also do not have any proof that a duplicate key was made. Any help in investigating this would be greatly appreciated since I am about ***** miles away now and the company hangs up on me when i call and will not answer calls from my cell phone number.

  Business Response

  Date: 01/12/2024

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

  Thank you for reaching out to us regarding the recent charge for the lost car key associated with your rental. We appreciate the opportunity to address your concerns.
  

  As per our established policy, a charge is applicable when keys are lost or damaged during the rental period. It is crucial to note that in cases where a vehicle is stolen and the keys are not returned to the rental location, the hirer is considered negligent. Unfortunately, lost keys are deemed negligent, and such incidents are not covered under our insurance excess limitation or risk reduction packages. Hirers are held liable for all associated costs, including recovery, loss of use, and repair, as outlined in our policy. This list is not exhaustive.
  

  In your case, you were charged for the lost/missing key on 08/14/2023,and we previously communicated that a refund would be issued if the key was returned within a reasonable amount of time. However, we must clarify that 10+days after the vehicle was returned to our office does not meet the criteria for a reasonable amount of time.
  

  Having a spare key is essential to facilitate a quicker resolution in situations where the renter loses the original key or encounters other issues. While we strive to provide excellent customer service, the absence of a spare key can create unnecessary challenges.
  

  As a gesture of goodwill,our team has refunded today 01/12/2024 the amount of $401.10 back to the card on file.

  
  We regret any inconvenience you may have experienced and appreciate your understanding of our policies. Please close this case in a satisfactory manner.

   

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

  Customer Answer

  Date: 01/20/2024

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:11/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We rented a car from Green Motion (Malpensa) in Italy this past summer and chose them because their price (381 euros) was the most competitive. After returning the car and flying home, we were charged an additional 361 euros for "cleaning, door polishing, and administrative fees." We had cleaned the car of al trash prior to return and carefully inspected the vehicle for damage (there was none). We also had no way to communicate this, as the only staff person present upon return was a (very kind) shuttle driver. Upon learning of the additional charges, I sent an email (attached) to the company, but never received even an acknowledgement of the correspondence. A month later, we received an email from Green Motion notifying us of another 45 euro charge related to a recorded traffic violation (driving 76 km in a 70 km zone); we erroneously believed the 45 euro charge covered the cost of the ticket, but received a 41 euro ticket in the mail this week from the ****** ** ******* (which we paid). In other words, Green Motion charged us 45 euros for the courtesy of emailing us to let us know a ticket would be sent to us by Venice. This final insult (for lack of a better term) prompted me to file this complaint. In the end, we were charged $860 USD for a rental car quoted at $416 USD - more than double the quoted price and far more than any of the standard rental car companies (lesson learned?). I believe the only appropriate resolution is a refund of the full $444 USD overcharge.

  Business Response

  Date: 11/20/2023

  Hello 

  Thank you for contacting us!

  This BBB account is for Green Motion Orlando not Italy please close this dispute and contact corporate at: [email protected] let them know where you rented and the situation you encountered. 

   

  Regards

  Green Motion Customer Service / Orlando

• Initial Complaint

  Date:08/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I came in to Green Motion to rent a car booked through ***********. They racked on several additional hidden fees and when we inspected the vehicle, it smelled like cat urine. They failed to provide another vehicle and agreed to provide a refund. They said I would need to contact ***********, who would then contact Green Motion who would authorize a refund. When *********** called, Green Motion refused to issue the refund stating I needed to call *********** that day. I was never told that and I called 3 days later so they said they would not authorize a refund.

  Business Response

  Date: 08/21/2023

  Dear Mrs. ******
  

  We appreciate your recent
  communication regarding your rental experience with us. Your feedback is
  invaluable to us as we continuously strive to enhance the quality of our
  services.

  Upon receiving your concerns about the initial rental car,
  Agents Jash and Aly went above and beyond to address your grievances promptly
  and ensure your utmost satisfaction. They promptly offered a replacement
  vehicle in response to your concerns about the smell. Despite their best
  efforts, it seems that we were unable to meet your expectations.  

  As you might recall, we extended several solutions to
  rectify the situation. We were disheartened to hear that the replacement
  vehicle did not align with your preferences, prompting you to reconsider your
  rental altogether. Our team went to great lengths to accommodate your requests,
  including refunding the toll pass purchase to demonstrate our commitment to
  your satisfaction.

  The assessment made by the agent contradicts the reported issue of a foul smell of urine.
  We make every effort to maintain our vehicles in the best possible condition, and
  your feedback plays a pivotal role in our improvement process. Please
  understand that while our team has made every attempt to ensure your
  satisfaction, we also have operational considerations to uphold.

  Regrettably, based on the information provided and our
  team's efforts to address your concerns, we are unable to approve your refund
  request at this time for booking: EXP(B)-*************. Also, the Expedia policy advises of the following: Free cancellation Lock in this price today, cancel free of charge up to 6 hours before pick-up to get 100%
  refund. 100% refund if you cancel up to 6 hours before
  pick-up. There will be no refund in case of cancellations made after that or
  no-shows.
  
  Thank you for your understanding.

  
  Best regards,

  Green Motion Customer Service Team 

  Customer Answer

  Date: 09/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 09/05/2023

  Dear Mrs. *****
  

  Regrettably, based on the information provided and our team's efforts to address your concerns, we are unable to approve your refund request at this time for booking: EXP(B)-************** Also, the Expedia policy advises of the following: Free cancellation Lock in this price today, cancel free of charge up to 6 hours before pick-up to get 100% refund. 100% refund if you cancel up to 6 hours before pick-up. There will be no refund in case of cancellations made after that or no-shows.
  
  Thank you for your understanding.
  
  Best regards,
  Green Motion Customer Service Team 

• Initial Complaint

  Date:06/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car from green motion for June 5-9, 2023… on the night of June 7th the car was stolen from our hotel parking lot. It was empty and locked. When we went out the morning of Feb 8th and couldn’t find the car we called the police and the rental company to report it. I filed the report and around 5pm ubered to take the keys back as they requested. Upon arrival the manager “Manuel” as he told me but finding out later from the shuttle driver his name was Brian. He took the keys and said I can Uber back to my hotel, but my contract was over… so he broke the contract as I was supposed to have a car through the 9th basically saying I was done with them. Was treated like a criminal when I was a victim. I felt frustrated because prior to my arrival they also charged my card for an additional $1.500 to equal $2,000 without my knowledge or permission. When I asked for paperwork I was refused… and basically told to leave. I took a video as they had recovered the vehicle and returned it to them. The driver rear window was broken and the steering column was open. I just was my last day and they didn’t give me a car or a refund and the service/treatment was terrible!

  Business Response

  Date: 06/12/2023

  Dear Mrs. ******

  I hope this email finds you well. I am writing to address the recent incident involving the rental vehicle you had in your possession. Firstly, let me express our sincere apologies for the unfortunate circumstances you experienced.

  After conducting a thorough investigation and carefully reviewing the terms and conditions outlined in our rental agreement, we regret to inform you that, despite the vehicle being stolen while in your possession, you are still responsible for the damages incurred to the rental car.

  As part of the rental process, we require customers to either purchase our rental vehicle insurance or provide proof of personal insurance coverage that extends to rental vehicles. Based on our records, it appears that you chose to utilize your personal car insurance (Grange Insurance) to cover the rental vehicle.

  While we understand that the theft of the vehicle was an unforeseen event, our rental agreement clearly states that the customer assumes liability for any damages to the rented vehicle, regardless of the cause. As outlined in the terms and conditions that you agreed to at the time of rental.

  We understand that this may come as an unwelcome surprise, and we genuinely empathize with the inconvenience and frustration this situation may have caused you. However, as a responsible rental company, we must adhere to the contractual obligations that were agreed upon at the outset.

  We recommend that you promptly contact your personal insurance provider to initiate a claim for the damages to the rental vehicle. They will be able to guide you through the claims process and provide you with the necessary information and assistance.

  Once again, we apologize for any confusion or inconvenience caused. If you have any further questions or require additional clarification, please do not hesitate to reach out to our customer service team. We are here to assist you to the best of our abilities.
  

  Thank you for your understanding in this matter.
  

  Sincerely,

  Green Motion Orlando Team 

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

  
  

• Initial Complaint

  Date:05/22/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I prepaid for our rental car when I booked prior to the trip. As you can see from the attachment I was only suppose to pay for the car seat upon arrival. There was definitely a language barrier between the lady at the front desk and I, the next thing I know my card is getting charged 223.40 instead of the 64.95 that was stated on my confirmation email. I have called and emailed with this company and they continue to say someone will get back to me.

  Business Response

  Date: 05/23/2023

  Dear **** 

  Thank you for contacting us!

  Our team spoke to the agent she was able to confirm she offered the umbrella policy to you and the perks. We are sorry this was not clear to you. ALthough you signed the agreement accepting the charges we have decided as a gesture of goodwill to refund the Umbrella policy $154.22

  Note the cost of the carseat with taxes was $69.18 and we have kept that amount. 

  Please close this case as resolved.Thank you!

   

  Regards

  Green Motion Orlando Team 

  Customer Answer

  Date: 05/23/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:05/16/2023

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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 4/16/2023 I arrived at Green Motion in Orlando, Florida. The agent reviewed the contract with me and told me I needed to get secondary insurance as the full coverage I had bought through them did not cover secondary insurance in case I was in an accident. I told her I did not need it as I had my own insurance with secondary coverage, I went to pull out my coverage which I had printed out ( it is attached to this complaint) and she said she didn't need to see it because it was not a Florida company and I had to purchase it from them. I specifically asked her, so you are you telling me you will not take my private insurance because I am not from Florida and she said yes, Florida la says for rental company it has to go through them. This did not seem correct, but since this was my first rental in another date I believed her... why would someone lie? I found out that this is actually false and she lied to me to get more money from me. I called Green Motion that day- they do not have managers on site and I was told to leave a message. I did. I left another message the next day and left a message, still no call back.
  I went to back to Green Motion and explained my situation, they said they do not have a manager onsite-ever. I asked so you're telling me you never have management on site and you do not have a phone number for a manager in case something happens so I can talk to someone - they said no and I could only email.
  
  I emailed and was told that they take 2 weeks to look at a complaint. In my email I sent them my insurance policy as proof that I did have insurance and that agent would not accept it. They wrote back 2 weeks later saying they would not refund me. I them asked to for a grieve and to have a higher position to call me or email me. No response. I emailed them again asking for a repoky still nothing.
  This company took money that they should not have and do not have a Polices and Procedures for grievance. They seem to just hope if they ignore you long enough you will go away.

  Business Response

  Date: 05/16/2023

  Dear Mrs. **** 

  Contract : **********
  
  Thank you for choosing Green Motion Car & Van Rental, we appreciate your business. We are here to clarify all policies and charges to ensure understanding.
  
  Upon arrival, the agent offered coverage to you, then requested coverage information to be shown and provided you with enough time to show it. The only coverage shown was on the phone and it was a CDW purchase you had made online.  Liability was not covered and the agent advised it was required, this was sold to you.  
  
  If a client wants to self-insure at pick up is their responsibility to show sufficient coverage proof.

  - Customers intending to self-insure our vehicles are required to produce sufficient proof of auto insurance, including comprehensive and collision deductibles. 

  - If opting to self-insure, you must carry a full coverage policy, to include both physical damage and liability.

  - Insurance verification must be presented in the form of documentation (declaration page of the policy), email, or via the insurance company’s mobile application only.

  Our Terms and Conditions advise: Not all insurance companies are accepted – please contact [email protected] in advance to enquire if your policy / coverage will be accepted.

  Unfortunately, no personal coverage was shown at the time of collection, you were made aware of the coverage being sold and willingly signed the agreement. No refund is due, please be aware that we are simply complying with the policy.

  Attached the signed rental agreement 

   

  Regards
  Green Motion Orlando Team 

  Business Response

  Date: 05/22/2023

  Dear Mrs* **** 
  Contract : **********
  
  Thank you for choosing Green Motion Car & Van Rental, we appreciate your business. We are here to clarify all policies and charges to ensure understanding.
  
  Upon arrival, the agent offered coverage to you, then requested coverage information to be shown and provided you with enough time to show it. The only coverage shown was on the phone and it was a CDW purchase you had made online.  Liability was not covered and the agent advised it was required, this was sold to you.  
  
  If a client wants to self-insure at pick up is their responsibility to show sufficient coverage proof.
  - Customers intending to self-insure our vehicles are required to produce sufficient proof of auto insurance, including comprehensive and collision deductibles. 
  - If opting to self-insure, you must carry a full coverage policy, to include both physical damage and liability.
  - Insurance verification must be presented in the form of documentation (declaration page of the policy), email, or via the insurance company’s mobile application only.
  Our Terms and Conditions advise: Not all insurance companies are accepted – please contact **************************** in advance to enquire if your policy / coverage will be accepted.
  

  Unfortunately, no personal coverage was shown at the time of collection, you were made aware of the coverage being sold and willingly signed the agreement. No refund is due, please be aware that we are simply complying with the policy.
  
  
  Regards
  Green Motion Orlando Team 

  Customer Answer

  Date: 05/30/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: This is again false and inaccurate  information. This is a standard email reply from this business and they are not understanding that in fact I did show I had proof of insurance and they would not accept it. They did this because they wanted more money from me and they knew that because I had insurance they could not change me another hidden fee. They sold me a product under false pretenses when I had the proper documentation which I have included.
  
  
  
  Sincerely,
  
  
  
  **** ****

• Initial Complaint

  Date:04/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made reservation through justfly.com which used **********.com (which seems like part of priceline) to rent from Greenmotion. My flight arrived in orlando Mar30th, 2023 at 3am and greenmotion opens at 6am so i waited for 3 hrs, then like 40 mins for the shuttle. After I got to the greenmotion and provided credit card, insurance and license the agent told me they don't rent to florida residence because they steal the cars. He told me they issued refund. After waiting few weeks there's no refund, i called them the girl Ally answered saying i have to contact the**********.com because they do not issue refund, i contacted **********.com and they told me they can't issue refund because a few days has passed and greenmotion did not notify them. OMG! so many third parties involved and they just bounce me back and forth like a tennis ball. If a company refuse to rent you a car they should issue a refund, as simple as that, not pass you on to another company. I want my $101 back. Never again from both companies. *************** greenmotion and U-save (both same owners so beware)

  Business Response

  Date: 04/26/2023

  Dear ***** *** 

  Thank you for contacting us!

  As per the agents notes you had a Florida License we have mileage restriction and other requirements for residents. He advised you of these requirements you mentioned to our agent you were planning on traveling outside of the state lines which is not permitted that is the reason the booking was canceled because its not allowed. 

  For a refund to be processed you the client had to contact the booking website **********, their policy for cancellations is the following:

  Free cancellation up to 48 hours before pick-up

  Please note that all this information is provided on ****** **** web page. 

  However, Our team has sent a request to them today 4/26/2023 to get this reservation refunded hopefully they will refund as a gesture of goodwill. 

   

  Regards

  Green Motion Customer Service Team 

  Customer Answer

  Date: 04/26/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I flew in for 2.5 days for a wedding right in Orlando, which other state can i possibly drive to. The agent is lying to say i told him that, the he told me after his boss doesn't rent to Florida residents because they steal the cars. I showed him I had a NY ID just i never changed my drivers license, he said it didnt matter only the license count.

  When I called days after another rep answered named Ally she told me its because I did not have the downpayment of $2000 that is why they did not rent me the car. It is obvious that they are making stuff up. I do not know of anyone who would even say i'm renting your car to drive to another state. The rental is 150 miles per day and $ 0.60 per additional mile the nearest state is Georgia which is like 400 miles, why would i pay that much to drive there. PLus on the voucher doesn't even have that restriction of driving to another state.

  I've attached the voucher and my flight bookings. I'm amazed how easy it is for a car rental to rip someone off just by lying, and then if you refuse to rent me a car then why would they not refund me?

  Thank God it was only $101 you can rip me off for, but you got some serious illegal business practice if you're that desperate to make a free $101 from a customer.

  
  
  Sincerely,
  
  
  
  ***** ***

  Business Response

  Date: 04/27/2023

  Dear *****

  As mentioned on the previous message Our team sent a request to them on 4/26/2023 to get this reservation refunded. 
  
  Regards
  Green Motion Customer Service Team 

• Initial Complaint

  Date:04/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  December 15 2022 I rented a car from Green Motion. I declined the unlimited toll option planning to pay toll with cash. The clerk never informed me the car still had a transponder, or to save my cash receipts. The car was returned with no issues. About a month later my discover card was charged $164.49 for less than $15.00 in tolls. I have called the rental facility but of course no one there can make a decision. My only recourse is email to the parent company in the UK. In short they are stealing $165.00, which was more than the car rental. All I'm after is for them to reverse the charges, they will tell you I signed all the correct documents, which I did. but they are still running a scam. I thought I was doing the correct thing because I paid the tolls. This is enough to make me never want to return to Orlando again.

  Customer Answer

  Date: 04/23/2023

  see attached document, Thanks

  Business Response

  Date: 04/24/2023

  Mr. ********* 
  
  Thank you for contacting us!
  
  This service is recommended because if you do not acquire the toll transponder you are responsible for paying the tolls in cash or using alternate routes. You declined the service with us therefore, those payments were your responsability. You failed to pay which is a breach of contract. If the customer fails to pay the tolls Green Motion Car & Van Rental will charge a $25 admin fee for each violation incurred plus the cost of the toll as stated on #8 on the back of your rental agreement.

  You have contacted us previously and we requested proof of payment, you have not provided any proof. Unfortunately, No refund is due. 

  
  
  Attached the signed agreement and violation document
  
  
  Kind Regards,
  
  Green Motion Customer Service Team