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:07/29/2025

  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

• Initial Complaint

  Date:10/10/2024

  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.

  Upon picking up a rental car, I was asked for proof of insurance. I showed them my insurance card and they said they need the full policy document showing the coverages/amounts. I told them ********* nor ***/Drivo informed me to bring the full policy. It was 11pm Saturday night and I couldn't get my policy, nor could I walk and go somewhere else. They forced me to purchase their insurance for over $29 per day. I did get my full policy emailed to me on Monday, before returning the car Tuesday. I offered to show them the full policy at the return desk and they said to call *********. I told them I already did and was offered no resolution. I also called *** rental and they refused to help. I then called Drivo, explained and they said they would "investigate" the recording of the pick up, and if I was forced to take their insurance, they would refund me the $89.97. They called the next day and said "you didn't show the full policy, so no refund. "
  I feel like I was misled by ********* and robbed/held hostage by Drivo. They said if you go to our website and read our policy, you would have seen it. I never heard of them. Why would anyone read their policy. I rented from ********* and it was an "***" rental car. I read *********'s info and directions. It was Drivo who demanded this separate and extra payment after I paid ********* in full for the rental. I've never in my life been asked to produce a full insurance policy when picking up a rental car. In fact, I've never even been asked to produce a proof of insurance car (which is what I did).
  It has always been, if I turn down their insurance, (because my insurance covers rentals) I sign or initial I am declining theirs and accept full responsibility if something happens to the rental car.

• Initial Complaint

  Date:10/08/2024

  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.

  Via *******, I rented a car from Drivo Rental Car Company from October 3-6, 2024. I was very surprised and concerned when Drivo asked me to provide them with my personal car insurance policy. I have been renting cars for over 30 years and never has a rental car company asked me to give them my personal car insurance policy. I refused and waived their additional insurance since I carry my own coverage. Drivo did not provide me with any written or electronic version of the contract they asked me to initial. Again, every car rental company I have ever rented from has provided me with a copy of the paperwork they asked me to sign. Both of these practices made me very uncomfortable with Drivo but I didn't have many options at the time that these issues occurred.
  About 10 minutes after I returned the car, I was pulled aside and shown the smallest crack to the windshield, which I am 100% certain did not happen while I was driving. I have been driving for 30 years and know when a rock hits a windshield. I am actually fairly convinced that the staff person caused the damage after we returned the car as the car had been moved from the spot where I parked it and I was cited for the damage several minutes after I had already been cleared for returning the car. I looked up Drivo online and found several clients with stories similar to mine, I also found that Drivo was accused of falsifying damage reports in the past--in a lawsuit that they lost to the tune of $80,000. I feel strongly that Drivo is engaging in the same illegal practices it was cited for in 2020. I am not concerned about the money they are currently keeping. But I am very concerned about a continued pattern of illegal practices,

• Initial Complaint

  Date:08/26/2024

  Type:Product 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.

  When I was going to give a credit card for the deposit, I was told that I needed a card from a "major bank." I was never informed about this policy that was implemented after I paid for my car rental. This company knows my email address and phone number (they have sent offers to me via email and texts), so they could have informed me about this. If I did not have my corporate card, I would not have been able to get the car that I paid for and they could have been paid twice for a car rental, giving my car to someone else stating that I never picked up the car. This is a scam and I want the money back from my car rental.

  Business Response

  Date: 09/05/2024

  Hello,

  We would like to extend my sincerest apologies for any inconvenience caused during your recent rental experience with us. We understand how frustrating it can be when unexpected issues arise, and we deeply regret not informing you in advance about our card policy. While we strive to ensure transparency, we want to clarify that our card policy is clearly indicated on our website. As a gesture of goodwill and to express our appreciation for your continued business, we would like to offer you a 15% discount on your next rental with us. We hope this will help to restore your trust in our services and make your next experience more satisfactory.
  
  

  Customer Answer

  Date: 09/05/2024

  
  Complaint: 22199660
  
  I am rejecting this response because:

  I do not want to do business with you again.  Why would I continue to work with a company that inconvenienced me and made me risk my job due to a policy that I was never informed about?  If you want my business again, financial compensation (not a discount) would suffice.  If you're not willing to do that, don't waste any more of my time.  I'll also make sure to inform my colleagues, family, friends and business associates of your practices so they can avoid using your services as well.
  
  
  
  Regards,
  
  ********* *******