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:03/21/2024

  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.

  Made a car reservation with **************** and when I got to the counter they(*** Rentals aka Via Car Rental) did not abide by the price I agreed to. They charged me extras like taxes and road side assistance which I did not request and were not in my contract. I told them that our insurance company provides that service. They said I could not rent the car unless I paid for the extras. I am requesting a refund of *****

  Business Response

  Date: 03/21/2024

  Hello Better Business Bureau,

  This customer has raised this chargeback with the third party over three times now, and the company always provides the third party with enough proof to disregard this claim. Our roadside assistance is offered to the customer, however, it is NOT a requirement. The customer decided to take it and signed a contract that stated he was taking it as well. If the customer was so unhappy with our policies and roadside assistance plans, he should have declined to take the rental from the beginning. Instead, the customer is deciding to get a refund after his plan was already activated and he has used the vehicle for four days. We will NOT be refunding this amount to the customer, as this will be considered theft according to our policies.

  Best,

  VIA CAR RENTAL

• Initial Complaint

  Date:06/27/2023

  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.

  Paid for car rental through Booking.com. When we arrived in the airport in ***** on 6/21/23, we attempted to call this company multiple times and no one answered and they didnt have a voicemail to leave a message. Eventually someone picked up over a hour later and said it would be at least 30 mins. Finally arrived at the off site rental place and they refused to rent us a car if we didnt purchase insurance and pay additional fees. Wasnt able to use our own auto insurance bc they needed a ridiculous high coverage. I dont know what people do who dont have extra money to pay the added fees. They take you off premise of the airport in the middle of a neighborhood with no options. They were extremely rude and not helpful.When we went to drop off the car on 6/27/23, no one was at the rental place so we proceeded to have to wait yet again and almost missed our flight. Just overall a very terrible and shady business that shouldnt be in business.

  Business Response

  Date: 06/28/2023

  Hello, 

  We can understand why this customer wants a refund, since they basically wanted to rent our vehicle for free. Unfortunately, this will not be possible; the customer was provided a pick-up within the 30-minute **** that booking.com and other third parties offer; they also wanted to use their own insurance, which is completely acceptable and we do allow this for the customers that meet our requirements. However, their insurance did not even cover half of what the vehicle that they were taking cost. How did these customer expect to be covered in the case that anything happened? That goes against our policies and we will not allow a customer to leave our premises under an unsafe situation for them and our vehicle. They were informed of this as well.

  As a result, we offered our insurance options to them and let them know that they could always cancel their reservation; they took our insurance, signed our contract, and left with a brand-new vehicle that they enjoyed for the whole rental period. When they returned the vehicle, they were dropped off at the airport at the time that we told them we would take them.

  We do apologize to the customer if there was an inconvenience, however, we will not be refunding them any amount. 

  VIA CAR RENTAL

• Initial Complaint

  Date:04/17/2023

  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.

  On 3/24/23, I provided a card for my 68 year old uncle to rent a vehicle from VIA Car Rental. They charged $747.43. The vehicle was returned on 4/1/23. The purchase collected collision insurance. Upon driving, my uncle realized they had a bug infestation. He tried contacting the company and no one responded. Because he had waited so long to get into the rental, he vacuumed the vehicle and kept using it. Upon return of the vehicle, there were no other issues or complaints. 10 days later, I was charged an additional $200. Upon contacting the company, I was told that it was for replacement of a rear view mirror. They said that the mirror was broken. I questioned this. The representative I spoke to identified that they could have made a mistake. But, everything is recorded when their folks issue or receive vehicles. I looked up the replacement cost of a 2020 ***** CX5 rear view mirror. From *****, it would be under $25 with taxes. From other sources, it would be cheaper. I have filed a dispute with my bank. Coincidentally, the $200 is the security deposit they charge. I was told their managers would review and make a decision once they get an email from me.

  Business Response

  Date: 04/19/2023

  The customer did cause damage to the vehicle. However, because of the inconvenience with having to vacuum the vehicle, we will refund the amount of $200.00.

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 19940304
  
  I am rejecting this response because:

  This company has been engaging in predatory practices targeting minority (Hispanic) clients that dont know any better. Their response is ridiculous. 
  
  Sincerely,
  
  *****************

  Business Response

  Date: 05/03/2023

  To whom it may concern:

  We have already stated to the customer through this channel that we will be able to refund the amount that he is requesting due to the inconvenience with cleaning the vehicle. If the customer does not want to accept the resolution, unfortunately, there is nothing further that we can do. Also, we find it interesting that he is stating we are targeting "Hispanic" minorities when the owner and most of our employees are of Latinx descent; we provide jobs all over ******* to minority communities and treat ALL of our customers with the same respect, so we definitely take offense to this FALSE statement. The customer needs to decide whether or not he will want the refund, otherwise there is nothing further that can be done.

  Thank you. 

  VIA CAR RENTAL

• Initial Complaint

  Date:03/22/2023

  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.

  On 3/17/2023, I picked up the car from VIA rental. I know with any rental car place you have to pay a deposit with I was fine with that. When I get to the counter this was so many hidden fees that I did not know I would have to pay. I booked this car rental from ******** Tuesday trying to take advantage of my perks. I just want to say this was the worst experience I had, I have rented from other car companies and this was is a shady company. The rep at the counter told me I had to buy there insurance for the vehicle and I told him I had my own. The rep stressed that I had to get their insurance. When I left I reached out to the supervisor and she then stated that I could have used my own insurance but I was suppose to tell the rep. I then told her that I was never even given the option to do that. She was very rude and I told her I will report her to the BBB and very nonchalantly she said okay. I want my money back what I was charged incorrectly.

  Business Response

  Date: 03/22/2023

  This customer has filed disputes with the third party many times and the company has won them all. We provided her with the best service and did give her the option to use her insurance but she did not provide any policy. The vehicle cannot leave our lot without insurance so we offered her our plans and she agreed. After she left our facilities and with a signed contract, she wanted to provide her own insurance. Once she has signed our contract we cannot edit it or change it. We encourage the customer to review her contract once again. 

  Customer Answer

  Date: 03/23/2023

   
  Complaint: 19633584
  
  I am rejecting this response because: I was not offered the option to use my own insurance, I was told I had to purchase their insurance. This company is not truthful and that is very sad. I have a witness who was with me at the time when ******* didnt ask me after I told him I had my own car insurance.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/27/2023

  Hello,

  The customer is well aware that she was never told she had to use our insurance. The customer never provided one during the whole time she spent at our office. She agreed to our plans, and took them very happily. After she left with the vehicle and she remembered she had insurance, she decided to call the company and change the contract. This is something that cannot be done per our policies. We have many customers every day and they have used their insurance if it qualifies, if this particular customer never showed proof of insurance, the company still needs to make sure that the vehicle is protected.

  Thank you in advance.

  VIA CAR RENTAL

• Initial Complaint

  Date:02/20/2023

  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 rented a car from this business on 11-3-22 thru 11-7-22. I was charged ****** for the rental. Upon my return I was billed a extra ****** for a smoking charge. This is a false charge as we do not smoke and stated that to this businesswhen we were finally able to reach them. I was told they put a pill in the car and which supposely turned BLACK which proves smoking. I asked for the name of this product or the documentation related to it and have gotten no response. I have no idea when this test took place. ***** from the ********** also said someone could have smoked outside of the car and the smell got in. Another scenario she gave me was that someone we drove with smoked in the car...as we dont know anyone in ******* this was impossible. The car was parked most of the time in a open air hotel parking lot. I feel they have falsely accused and charged us with out any proof. I feel we are entitiled to a refund of ******. When we returned the car we had to wait for the employee to arrive, the car was returned and we were told we would get a ride ******************* in our rental. We had to wait for the employee and then for his friend who was going to ride with us. The employee had plenty of time to state any concerns with the car but did not. They dropped us off at the airport and drove off in the same rental car so they were the last ones to drive it and could have smoked in it. I have asked this business for a refund and have not received one.

  Business Response

  Date: 02/21/2023

  Dear Better Business Bureau,

  As we have explained to the customer in multiple occasions, after an inspection of the vehicle, the company came to the conclusion that after the return, the vehicle smelled a lot as if somebody had smoked in the car. We are not stating that the customer did it or not, but that is the condition in which the vehicle came back in, and it was not in that estate previously. Since the customer has called multiple times, we had been wanting to get to a resolution with them and told them that we could refund a partial amount of the penalty fee charged, which would be $200.00, as a courtesy and a matter of resolving the issue. However, the customer wants the full amount and we could not make this happen if our policies were not followed properly. We have attached our contract as well as the customer's information in which the customer agrees to not break this policy. 

  Sincerely,

  VIA CAR RENTAL

  Customer Answer

  Date: 02/21/2023

   
  Complaint: 19428948
  
  I am rejecting this response because: they should refund the whole amount charged as the smoking allegations are totally false. We are both over 60 and do not smoke and we feel they are taking advantage of us. They have not provided any documentation of the supposed pill test or the **** frame in which it was performed. They stated this was what they based their exorbitant charge on. As I stated we were was not the last ones to drive this vehicle. The employee and his friend were the last ones to occupy the vehicle and  for all we know more people could have also been given rides back to ********** from the airport.  Also the employee could have addressed this or any other issue he had with the car return with us while waiting for his friend to arrive but did not. No checklist was used.  If the smell was so strong why would they even drive us to the airport in said vehicle they would have parked immediately. We have been falsely accused of smoking in the vehicle .

   

   

   

  
  Sincerely,
  
  **** And *********************