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:08/27/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 through ********* and it was initially with ***. *** doesn't tell you that you're actually renting from DRIVO. At check in, they try to force their insurance cover on the customer despite requesting your information prior to check in. We received our vehicle which was reeking of cigarette smoke and had only half a tank of gas despite the paperwork stating it was full. We returning the vehicle on 8/22/25 at 4:30AM to the Drivo employee who took the keys. Logically, when a customer hands over the keys that is when they stop being responsible -- but not in the shady business eyes of DRIVO. Then on 7/28/25, I receive an email from ******** Insurance claiming I damaged the vehicle ($1254.97 to repair). There was no damage when I dropped it off and their photo and video proof was from over 6 hours after I dropped off the vehicle and it was moved from the spot where I dropped it off. I called Brandon (********), who never returned calls and only responded via email. I disputed the claim stating the employee never mentioned damage at drop-off and there wasn't any at that time. I requested CCTV footage, photos, or videos from when I actually dropped it off and they showed nothing. Instead they just stated I was responsible for the vehicle until check in. So you expect customers to wait around until your employees decide to check in a vehicle? Once you take the keys -- it's yours. Business hours state you open at 6AM, yet it was 10:30AM when the vehicle was checked in. The customer is not responsible for what happens to that vehicle between 6AM and 10:30AM. They also did not refund the $200.00 deposit to my credit card nor apply it to the scuff damage that allegedly happened during my rental period. Upon looking into the business more, I noticed a **** review with photos of alleged damage that was proven to be there at pick up yet that customer was also swindled out of about $1300. DRIVO needs to be held responsible for their misleading business practices.

• Initial Complaint

  Date:08/20/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  MISLEADING SALES PRACTICES" I pre-paid a 3rd party ******* ***pany (economy *******.***) for a car rental via Drivo for $336.02 on 6/5/2025
  When we arrived at Drivo to pick up the car on 6/6/2025 we were told we could upgrade to a small suv for $8 more . I confirmed verbally with the clerk that it would be only $8 total in addition for the upgrade. He relied "yes" , We left with a Tucson, which was not full with gas. was at 3/4 tank.
  After we returned the car on 6/13/25, full of gas, on 6/19/2025 I noticed we were charged an additional 343.87 on our cc statement and immediately contacted Drive to resolve. I was told via phone support to email an email support address with my issue. I emailed them several times with no response from them over a 2 week period. I finally contacted my CC ***pany who removed the charge from my balance. Just received notification yesterday that Drivo convinced them that the additional $343.87 was a valid upcharge and they re-charged it back to my card. This is ridiculous, I would never pay that total amount (almost $700) to rent a Hyundai Tucson. I've searched for reviews on line and this ***pany has many negative reviews for exactly my same complaint.

• Initial Complaint

  Date:08/13/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 reporting Drivo/Ace for fraudulent and deceptive business practices related to a car rental on July 17, 2025.
  
  The rental agent engaged in coercive and deceptive sales tactics by refusing to release my pre-booked vehicle unless I purchased an optional Collision Damage Waiver (CDW). The agent falsely claimed the CDW was mandatory due to my personal insurance, which directly contradicts Drivo/Ace's own written rental agreement. This forced me into a purchase under duress.
  
  Upon return, the company failed to perform the required inspection in my presence, nor was I informed of any damage at that time. Days later, they fabricated a damage claim for scratches, unlawfully retained my full security deposit, and have already filed a claim with my personal insurance for the alleged damage, despite having forced me to purchase their CDW. This is double-dipping and fraudulent billing.
  
  I have timestamped photo and video evidence proving the vehicle was returned in the same, undamaged condition. I demand that Drivo/Ace immediately retract the insurance claim, and I request a full refund for the rental, including the forced CDW charge and my full security deposit.

• Initial Complaint

  Date:07/29/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 returned the car in the same condition as when I picked it up. They're trying to charge me over $1000 in damages for literally nothing.

• Initial Complaint

  Date:07/22/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction : July 18th 2025
  Amount paid : $751.53
  1st comment was shuttle transport from the airport to rental location included , requested shuttle around 2:20pm. Was told it would arrive in 15 mins 3 times. It was a no show time waited 45 mins.
  2nd comment was the reservation, after arriving to the location was told vehicle requested was not available nor any vehicle that was similar to my reservation. Had to downgrade from a full-size to a midsize that was not safe to transport 6 people 3 of them being minors across state lines.
  3rd comment was for vehicle safety, at pick up I informed the staff that the vehicle indicated the oil life was at 6% (vehicle currently shows 2% of life) they insured me the vehicle was safe and ready to drive and to ignore that warning that consistently showed for the entire time of use. While driving the vehicle, it completely shut off on me. In the middle of intersection, was not able to turn the steering wheel and vehicle stalled blocking the flow of traffic. Had 2 minors and mother in the vehicle, had to call authorities to stop traffic. When authorities arrived the vehicle turned on. Called the rental company and the roadside assistance that came with the rental. Was told that I will be denied service unless I paid $104 for roadside assistance. Immediately called the rental company to inform of all the issues. I was insured that roadside assistance will be provided but overall denied the service. Rental company denied to give me an exchange vehicle without driving the vehicle from Waterbury, CT to EAST ELMHURST NY. They stated the vehicle was safe to drive. But was told roadside would come and jump the battery and check voltage but denied that service for not paying out of pocket. When asking why I was paying out of pocket, was told that vehicle was never registered for that service.

• Initial Complaint

  Date:06/11/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  They overcharge me deducted money from my deposit for insurance when I decline that I needed it. I have purchased an insurance from *********.

• Initial Complaint

  Date:06/05/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 through ********* to attend an out of state funeral from 5/15 - 5/21 and was quoted $247.56
  which included purchased *********'s insurance package
  I anticipated that the booking would be facilitated by **** a rental company with a trusted reputation.
  I was informed after booking (via email) that I was turfed to "Drivo" in coney island for third party pickup.
  Unfortunately, my concern over being turfed to a rental company I had never heard of was warranted as every step of the rental experience with Drivo thereafter was problematic and ethically questionable at best.
  
  When I arrived at Drivo for pickup:
  I was forced to purchase the drivo insurance package for an additional $180
  even though i had already purchased the ********* package
  AND had full coverage for the rental through my credit card provider
  I noticed a sign that referenced "geo-fenced" areas
  I was not notified in advance via email
  They were not explained to me
  I received nothing in writing
  Curiously nothing is available on the internet that shows a renter/driver what areas or borders incur penalty charges.
  Given I was never notified or informed of the geo-fencing penalty in advance and had no knowledge of where this questionable "policy" would apply, I had no ability to route my inter-state trip accordingly and incurred $210 in these erroneous fees, nearly the total cost of the rental i was quoted when i booked through *********. Given rental cars are clearly secured for travel, to bar renters from travelling across state lines or quietly upcharging for basic covered service provision is an egregiously dishonest approach.
  
  Please know, I have done my research and am clear that the above charges were not agreed to contractually and that Drivo is facing multiple inquiries from various institutions regarding these unethical and in some cases, illegal practices.
  
  Thanks
  ***

• Initial Complaint

  Date:03/01/2025

  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 rented a car through the **** website. After I made the reservation, I got an email from Drivo asking me to upload my insurance information, which I did, unfortunately. I only realized afterwards that this was not attached to the rental.

  Business Response

  Date: 03/14/2025

  To Whom It May Concern,
  

  A search has been conducted in the system using the personal details provided; however, no matching records for the customer have been located. As a result, it is not possible to verify the claim or provide a resolution at this time. Please advise if any additional identifying information can be provided to facilitate further review.

  Best regards,
  Aby U.
  
  Customer Care at **********************
  A: ***********************************
  P: ************
  F: ************
  E: *****************************************************************
  W: **************************************
  Drivo Rent a Car
  
  
  
  
  
  

• Initial Complaint

  Date:01/24/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  This company is absolutely fraudulent. I was sent a link from Drivo to upload my insurance, which I did. At the counter, nothing about insurance was brought to my attention other than a claim to waive it, which I signed. Unbeknownst to me, this was actually an agreement for the "basic package" which costs $100+. I was not presented with the document, only told that it was a waiver and given a box to sign. I would have NEVER agreed to this, given that I have insurance and uploaded it. I called to resolve this on 1/3 and was told that a manager would review the footage and get back to me within 24 hours. I called back on 1/24 after never receiving a callback and an incredibly busy few weeks. I was told that they reviewed the footage and that I did in fact sign up for insurance and discussed it with the agent. This is an absolute blatant lie. I asked to speak to a supervisor who gave me a call back. We got absolutely nowhere on the phone so I asked to be connected with his manager. His manager proceeded to tell me that there was nothing that I could do because no one was every able to review the footage since it auto-deletes. Which means that I have been LIED to about this every step of the way. I was completely SCAMMED by this company -- ***** CLEAR.

• Initial Complaint

  Date:12/26/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 went and purchased a rental car online in July due to my sisters death and paid it in full on *********. When I got to The counter at Drivo they said I had to buy the insurance or I couldn't get the car.! I should them my ********** insurance and credit card insurance they said to bad! These people should be ashamed of taking advantage of an elderly person. Please help