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Business Profile

Auto Rentals and Leasing

Rent-A-Wreck of Baltimore

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Rentals and Leasing.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

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Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/07/2023

    Type:Product Issues
    Status:
    Answered
    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 I had to put a $150 refundable deposit down I returned the car clean I took it to the car wash and vacuum it and all they are refusing my deposit back very rude unprofessional said they are going to charge me $300 for there person to vacuum it nothing was wrong with the car full tank of gas everything cleaned but forgot the inside of the window my autistic son locks windows and when explained to the people the woman said she has 22 grand kids and they don’t lick windows they are claiming I had animals in the vehicle when I did not the car was used to travel on vacation I want my deposit back and then to stop trying to charge me for nothing this isn’t the first time this car place has done this to me and didn’t give me my deposit back something needs to happen they are stealing money from people it’s wrong I came to you guys first before I reach out to a lawyer thanks

    Business Response

    Date: 03/08/2023

    Good Morning, 

    Ms. ***** has never rented from this location and when the car was returned her husband was the one who did walk around with me and 2 other employees, he stated they had the car cleaned however the car was full of dog hair and the windows had lick marks from a dog every where driver side window rear window which is in a Hyundai venue and kids can not get in the hatch area, there was mud and debris or some sort all over the headliner of the car as well, excessive dog hair imbedded in carpets seats and mud on seats, along with dog paw prints. when I asked the husband what happened that you do realize no pets can not  be in the rental car he said MY KIDS ARE CRAZY THEY LICK WINDOWS.  and the dog hair came off the clothes we where wearing, I said sir I own a dog and this is clearly dog licks on very window no attempt was given to clean car or wipe it down. he said I paid someone to clean it I suggested he ask for his money back. because our contract clearly states no pets of any kind in rental cars. 

    I informed him at that time the deposit would be held and the $300.00 dollar clean fee that his wife signed on contract would hold. the vehicle is currently at the detailers and they expressed it could take several days to clean. 

    no one was rude to Ms. ***** as she didn't even come in to the location except to hand key to my agent and she then went to another car and stayed there while her husband did the final walk around of the car. she never once came Back into store after I spoke with her husband and told him the fees, she sat in the other car that they had with them and never addressed me or a employee. EVEN HER HUSBAND NEVER WALKED BACK INSIDE TO GET A RECIEPT OR ANYTHING. I went in to process the contract and they pulled off the lot. 

  • Initial Complaint

    Date:01/05/2023

    Type:Billing Issues
    Status:
    Answered
    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 Wednesday December 21, 2022, I visited Rent a wreck located on northern parkway to collect a rental car that I reserved online on December 18, 2022. My pick up time was at 9am and my return date and time was on December 23, 2022 at 5PM. On Wednesday 23, 2022 a employee from Rent a wreck called me sometime after 9am to see If I was extending the rental or not. I asked the employee how much would it be to extend until the following Monday and he advised me of the price. I advised the employee that I would just bring the vehicle back at the drop off time on December 23, 2022. Later on this day without a call, email, or warning I happened to check my debit card (because I am using the rental to do holiday shopping ) and realize that now my account is in the negative and they have charged my card and extra $256.66 for an extension. No call was made to me or no receipt with a new itinerary was sent to me. Once I noticed this transaction on my bank statement, I gave them a call. I advised the manager that my card was charged and that this charge was unauthorized. She then seemed impatient but proceeded to explain that one of her employees must not have payed attention to the pick up time. I asked if my $256.66 could be returned to my card because I planned on still bringing the car in at 5PM. She advised that she would not be able to do that, and that I would receive it once I brought the car back. At this time I just decided to keep the car because I wouldn't have received my funds that I needed in that moment right away. I kept the vehicle until Monday December 26, 2022 at 5PM. Before returning the vehicle I put gas in the vehicle. I bought the car back with gas a little under half and they charged me for $25.80 plus a refueling service charge also which totaled in the amount of $32.80. I explained to the lady who assisted me with my return that it would have been decent customer service if they could have waived the fuel fee my troubles but nothing was done on the company's behalf to suffice for the inconveince after my itinerary was negotiated without my permission.

    Business Response

    Date: 01/25/2023

    Business Response /* (1000, 5, 2023/01/06) */
    Contact Name and Title: manager.
    Contact Phone: XXX-XXX-XXXX
    Ms. Rachel ***** was apologized to by the manager at location and she asked what steps would be took to correct the employee that accidently extended her contract, she was told we would speak to the employee who is also still very new and at this time she has been reprimanded. the manager told Ms. ***** we would credit back the diff that was taken when she returned the day in question. however, the day came and went, and Ms. ***** did not return the rental car in fact as you can see from her contract attached for closed date.

    When Ms. Craig returned on the 26th of Dec at 4.55 it was noted with her about the fuel level being low. she was offered to take car and refuel to the correct level that she received it at.

    she did not.

    we are a business and if the customer decided okay they charged my card and I can just keep it then why would we credit anything back if the customer made the choice to keep car and drive it and then also choose not to refuel it we have to recoup the expensive our contract is a legal binding document and the customer is responsible for those charges.

    as you can see from her attached receipt she received back what was not used towards refueling from her deposit of $150.00

    at this time we do not feel we did anything wrong based on the customer deciding to keep the car the extra days it makes her responsible to pay for those days. Our company has decided based on the situation to not do any adjustments to the file or any further credits.

    Thanks for your time in this matter.



    Management

    Rent A wreck OF Baltimore City

  • Initial Complaint

    Date:08/16/2022

    Type:Customer Service Issues
    Status:
    Answered
    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 July 18, 2022 I went online a booked a reservation(XXXXXXX) online for a rental of a car, I came in the store to pick of the rental I gave the gentleman my reservation number he never told me once that he couldnt find the reservation so he just sent up a new reservation on the spot when I came in to pick up the rental for the reservation that I booked online and charged me double of what my originally booked online. I took the rental back on Wedesday July 20, 2022 to find out that was done from Monday. So then I rent a cheaper car because I couldnt afford the rental that the gentlemen put me in without telling me that he couldnt find the reservation from online. I drive off and the tire pressure lights comes on the cheaper rental that I left with, I proceed to get the car looked at New Direction Auto to see it the tire was losing air just to come to find out that Rent A Wreck gave me a Honda Fit Rental with a tire issue. The issue was that the tire on the passenger side was different from all the rest of the tires and thats why the tire pressure light was on. I informed Rent A Wreck when I turned finally turned it in, they then said that they are holding my deposit because I replaced a tired which is not true. And the took another charge for fragrance fee which I told them that nothing was sprayed but I did have to wipe the car down because of covid that I had when I was in the rental and money pox. Rent A wreck tells me that I was wrong for doing that and they keep there cars cleaned and I told them I had the car for a month and I had covid so how do you keep your rentals clean and I had it for a month with covid. I was taken back because covid is very real and they didnt care of the car being properly being disinfectant

    Business Response

    Date: 09/16/2022

    Business Response /* (1000, 5, 2022/08/17) */
    THE CUSTOMER IN QUESTION DID NOT HAVE A VALID RESERVATION WITH US THE REF NUMBER SHE GAVE US WAS NEVER CONFIRMED ON HER END SHE WOULD HAVE NEEDED TO RETURN AND CONFIRM A EMAIL AND OR TEXT SENT TO HER TO CONFIRM SHE DID NOT, AS YOU CAN SEE ON THE RENTAL AGREEMENT SHE WAS GIVEN THE CHEAPEST CAR WE HAVE ECONOMY FOR 30 A DAY SHE KEPT CAR FOR 3 WEEKS AND 5 DYAS REURNED WITH TIRE LIGHT ON AND A DIFF SIZE TIRE ON REAR BACK ALSO HEAVILY SPRAYED WE CLEAN OUR CARS AND TAKE PICS WITH CUSTOMER OF THE INTERRIOR AND EXTERIOR THERE WAS NO PROBLEMS IN THE ALMOST MONTH SHE HAD CAR UNTIL SHE WAS TOLD SHE WAS GOING TO BE HELD RESPONSIBLE FOR THE TIRE ISSUE WE DIDNT EVEN CHARGE HER FOR THE SMELL IN THE CAR. USING MONKEY POX OR COVID AS A REASON TO SPRAY A CAR WITH A SMELLY PERFUME THAT OTHERS CAN BE ALLERGIC TO IS NOT ACCEPTABLE WE TAKE GREAT PRIDE IN CLEANING AND DISINFECTING CARS UPON RETURN AND THEY SIGN A AGRRMENT NOT TO USE SPRAYS OR SMOKE IN CAR. I HAVE ATTACHED HER RENTAL AGREEMENT AND PICS OF DASH WITH NO LIGHTS ON WHEN SHE LEFT AND THE TIRES ALL MATCHING AS WELL. THE CHARGES WILL STAND SHE HAS THETHEN ATTORNEYS AND FRUAD FOR THE CHRGE WE ARE PREPARED AT THIS TIME TO TURN IT OVER TO OUR CLAIMS AND ATTORNEYS AS WELL IF SHE CHOOSES TO GO THAT ROUTE pics o workaround with customer showing proof of no issues at check out are attached

Rent-A-Wreck of Baltimore is NOT a BBB Accredited Business.

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