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:04/05/2024

  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.

  We rented a vehicle on March 28,2024. Since the very beginning our experience was the worst. All customer inside the office were mad and not satisfied with the service. We waited for almost an hour to get our rental vehicle, it was around 10pm when we finally got our car, it was dark and raining. ****** took a video of the car, and we signed the required paperwork. Upon returning the car on Monday April 1st,2024 at around 11am the person working there did an inspection and told us that there was damage to the front bumper (driver side) and we immediately denied any responsibility. He told us to sign a claim form stating what happened, so we wrote that we were not responsible for the scratches. Called a few days later to ask for or deposit and argued with the worker there, he said he was going to check the cameras and minutes later said that like I've told him before there was no way to prove that the said scratch was not there when we got the vehicle because again, it was late at night, and it was dark. The next day I received an email saying that we have to pay $996.81 for the damages. Damages that we didn't do and that was there before we got the vehicle. It's very disgusting to see that a lot of people are being scammed the same way we are. It's just so frustrating to see how companies like this are able to operate and scam people without any penalties. Worst company ever.

  Business Response

  Date: 04/12/2024

  Hello,

  We wanted to follow up regarding the recent experience you had with us. We understand the inconvenience you faced and would like to assure you that we take such matters very seriously. Our team is currently conducting a thorough investigation into your case to identify ways how your experience can be improved. We apologize for any inconvenience this may have caused you and appreciate your patience as we work to resolve this matter. Rest assured, we will keep you updated on our findings and any actions we take as a result of this investigation.
  
  

  
  Best regards,
  Drivo Rent a Car

  __________________
  
  
  Customer Care at **********************
  A: ***********************************
  P: ************                                               
  F: ************
  E: ***************************************
  W: **************************************

  Customer Answer

  Date: 04/16/2024

  
  Complaint: 21536653
  
  I am rejecting this response because:
  
  Weve called several times to talk to a representative at the location and every time they answer the phone and we start asking questions about this ridiculous situation, they hang up the phone. Very unprofessional and rude. Claim department is saying that the video shows no damage prior, but theres no way you can tell. Again, it was dark and raining when this video was taken. On previous days the employee as this location admitted that they cant actually tell by just looking at the video. Unfortunately we were ******* to the airport and didnt have time to look at the situation closely or wed have stayed longer and watch the video. This has never happened to us before with any rental agency, but on the other side there are plenty of complaints about the same situation happening to other people. So, this is something they do on regular basis and it should not be allowed to happen. 

  
  Regards,
  
  *************************

  Business Response

  Date: 04/27/2024

  Hello,

  We apologize for the delay in responding to your inquiry. We have been diligently investigating the matter and are currently awaiting a response from the third-party agency we are working with. Please rest assured that we are committed to resolving this issue as quickly as possible and providing you with a satisfactory outcome. Your patience and understanding during this process are greatly appreciated. We will keep you updated as soon as we have more information.

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

   

• Initial Complaint

  Date:02/13/2024

  Type:Service or Repair 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 was charged $2000 for a barely visible small scratch on the rental car and I know it was ****** charged

  Business Response

  Date: 02/20/2024

  Hello, 

  We want to extend our apologies for inconvenience encountered. We kindly ask you to allow us some time to revise pictures of damage reported at the drop off and see what solution can be offered.

   

  
  Best regards,
  Drivo Rent a Car

  __________________
  
  
  Customer Care at **********************
  A: *******************************************
  P: ************                                               
  F: ************
  E: ***************************************
  W: **************************************

  Customer Answer

  Date: 03/11/2024

  The complaint has not been resolved  please look into this matter  thank you

  
  
  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.
  
  Regards,
  
  *****************************

  
  

• Initial Complaint

  Date:02/07/2024

  Type:Sales and Advertising 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.

  Recently, I rented a car to with Drivo. I was informed at the counter that I had insurance. Instead of the insurance I'd previously bought, they charged me for a whole new insurance package totalling $150 - the same amount I had been charged for the rental. Drivo is refusing to correct this error even though I did not know I would be charged.

  Business Response

  Date: 02/17/2024

  Hello, thank you for your message.
  
  We regret any confusion regarding the insurance charge for the recent car rental with Drivo Rent-a-Car. Our records indicate that the customer opted for our basic protection instead of providing their own insurance. The updated total, inclusive of the basic protection, was clearly communicated during the transaction. We value customer satisfaction and are willing to address any concerns.
  
  Best regards,
  Luke A.
  ______
   
   
  Customer Care at Drivo Rent a Car
  A* *** ******** **** ******* *** *****
  P: ************                                         
  F: ************
  E: **********************
  W: *********************

  Customer Answer

  Date: 02/19/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was never given an updated total.
  
  
  
  
  
  
  
  Regards,
  
  
  
  ****** ******

• Initial Complaint

  Date:11/22/2023

  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.

  On October 31 ***** I rented a car from drivo .They came and get the car with all my property inside the car ,after i realized the took the car,I drove to their office 30 minutes after they took their car and brought the car keys to them where I didn't want to have any of their belongings , when I arrived I was told that the car wasnt at the office ," they brought it to **********. At the office an agent provided me a business card and told me to call the next day . I've been calling them about my property, I get nothing but bad customer service. No one in my best interest or willing to help me , can't never speak to a manager no matter how many times I called and asked for the manager, they so rude.they kept on hanging up the phone on me , list of property I had in the car : 1) a metropcs android cell phone , 2) small Fendi pack that has my house key , my cologne, my credit card and my chime debit card ,also I had $2820 cash .One time I called the office they told me they had everything except the cellphone and the money are missing but they mentioned seeing my house key , ( my question is ? How would they know my house key were in the bag without open my bag or going thru it.This is ridiculous , they charge my credit card over $600 without my knowledge .Please someone help me . Have a bless Holiday .

  Business Response

  Date: 12/12/2023

  Hello, thank you for reaching out.
  
  We hope this message finds you well. Thank you for bringing your recent concerns to our attention. Please be advised that we are currently investigating the case, and we were trying to contact the customer multiple times, but the phone was not picked up. We kindly ask the customer to contact us at ************** or email us at *************************************** at their earliest convenience to discuss and resolve this matter. Regrettably, we must inform you that, due to the expiration of the rental agreement and the inability to reach you, the vehicle associated with your recent rental has been recovered. It has come to our attention that the car was in operation without a valid rental agreement at the time of recovery.
  
  Best regards,
  ************
  ______________
  
  
  Customer Care at **********************
  A: *******************************************
  P: ************                                            
  F: ************
  E: ***************************************
  W: **************************************
  

• Initial Complaint

  Date:09/19/2023

  Type:Service or Repair 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 car from this business in on June 16. 2023. I was contracted for a price which I paid. I went to **** for two days and the car rental place charged me for 8 days and added extra charges that was not in contract! I called **** as they said I should on yelp, he refused to get on the phone or return my call!! I check the mail Saturday and they reported to a collection agency that I owe them another 133$ they told the agency that the mailed me letters and called me and that is not the truth! I blocked on yelp and they have done this to multiple customers!

  Business Response

  Date: 10/09/2023

  Hello, Please be advised that the customer was provided with information about our Geozone Violation Fee, accepted the terms, and picked up the vehicle. We have tried to reach the customer through email and direct messages on review platforms; however, we couldn't reach her via phone call. It was approved by our location supervisor that we can provide a $140 refund as an exception. We will once again try to reach out to the customer and will try to resolve the issue with the customer correctly and fairly.
  
  Best regards,
  ************
  ______________
  
  
  Customer Care at **********************
  A: *******************************************
  P: ************                                          
  F: ************
  E: ***************************************
  W: **************************************

  Customer Answer

  Date: 10/10/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. I also wanted to add, it was very difficult to except this resolution but I did receive some money back and they did agree to take it off my credit report. **** is not available by phone or any other means although he states that I can call him. I have never had a conversation with him nor has he reached out to me.
  Regards,
  
  ***********************

• Initial Complaint

  Date:07/24/2023

  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 ****** Corolla from them on 7/17/23. The key was in the ignition; I drove the car to Warwick, **, 100 miles away. When I took the key out of the ignition, the blade fell out of the fob. I called them, and they said I must have broken the key or fob, and told me they had arranged a repair at ***************** 20 miles away from me. I was supposed to call them back to arrange towing; they were impossible to reach at that point so I had the car towed myself. ********* had apparently not been told that the problem was only with the blade (a cheap and easy repair) not the fob (a very expensive repair), nor that I still had the fob; they went ahead replacing and electronically installing the key, to the tune of $492. They had not finished the repair by the time I was due to fly home, so I was forced to leave the car with them; subsequently Drivo towed the car back, charging me $250. My complaint is that a) I didnt break anything - the blade was free of the pin in the fob when I got the car (I say this because I did nothing with the key before it fell out. and b) even if I was responsible for the blade coming loose from the fob, this should have been a cheap and quick repair. If Drivo had told Crestmont that the only problem was the blade being loose, they would have just fitted a new blade to the fob. I do want to admit that after the blade fell out of the fob It bounced somewhere in the car and I couldnt find it again, so they would have had to get a new blade. But this is very cheap, and doesnt need me to tow the car to them. I would have gotten the car back immediately, and there would have been no tow. I upload no supporting documents, since Drivo has the contract and an invoice from Crestmont.

• Initial Complaint

  Date:02/28/2023

  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.

  The company is forcing/pressuring renters to add their Insurance to the rented vehicle. They claim that you must provide proof of insurance or they must add their own. I was told this is their policy, however it is NOT in writing anywhere. Not on their terms and conditions, policy, or signed agreement. I couldn't find where it states that and the representative couldn't tell me where either. They absolutely refuse to take ownership for forcing someone to add insurance when is written as optional. My son added insurance because he had no option as he had to drive to pick up a tuxedo for a wedding he flew in for. This location on the rental agreement is 430 Route 1. I looked at other reviews with the same issues and decided to file a complaint.

  Business Response

  Date: 03/10/2023

  Hello, hope all is well.
  
  Thank you for contacting us.
  
  We sincerely apologize for any inconvenience. Could you please provide a rental agreement number so we could come up with a fair and amicable resolution.
  
  Thank you for your time, we are looking forward to hearing from you.
  
  Best regards,
  ************
  __________________
   
  
  Customer Care at **********************
  A: *******************************************
  P: ************                                                
  F: ************
  E: ***************************************
  W: **************************************

• Initial Complaint

  Date:02/06/2023

  Type:Service or Repair 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.

  Feb 2, 2023. I reserved a vehicle in advance. Got to the rental company waited 45mins for help. I got the same agent I had 2 weeks ago and she said she remembered me. I told her I was back for a funeral. I gave her my info she said I can't rent you a car you took the bus to NY. I said I've been ************ for years. I did not fly each time. I asked to speak with the manager who told be the same thing. I told him due to a health issue I cant fly at this time. I proceeded to ask if I needed a doctors letter. He said that won't help we only rent to people who fly in...this is not stated on ths website. He told me there are 8 other companies you can rent from and that was it. I left alot of customers in the line complaning which seems to be the norm with these owners.... Previously the exprience was much better. I would like to see where it states that you must fly in. Also knowing that I was attending a funeral and I have a medical condition with a pre reserved car how is this allowed?This business should be mystery shopped and held accountable for their lack of professionalism.

  Business Response

  Date: 02/27/2023

  Hello, hope all is well.
  
  Thank you for contacting us.
  
  We sincerely apologize for the inconvenience. Both flying in&out and local customers are welcome to rent with us. Could you please send us a confirmation number of your reservation so that we could have a chance to provide you with a fair and amicable resolution?
  
  If you want, you can reach out to me directly by calling at ************ or email at *******************************. 
  
  Best regards,
  ************
  __________________
   
  
  Customer Care at **********************
  A: ************************************************************** style="background-color: rgb(255, 255, 255); color: rgb(47, 57, 65); font-family: system-ui, -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, Oxygen-Sans, Ubuntu, Cantarell, "Helvetica Neue", Arial, sans-serif; font-size: 14px;">P: ************                                                
  F: ************
  E: ***************************************
  W: **************************************

  Customer Answer

  Date: 03/13/2023

  
  Complaint: 19344556
  
  I am rejecting this response because:

  My complaint was not resolved. I was asked for my reservation number which I provided to the company and have not heard back from them. 

  I did not respond to the questionnaires inquiring about if my issue was resolved or not because I had to answer them first. If I said "no"5 it would not have given them a chance to get back to me.... Same as if I said "yes "and no formal resolution took place. Is there a way to reopen my complaint? I will send out another email to the company and try to get an answer. 

  
  

  Kind regards,

  
  

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

  
  

  
  
  
  
  Regards,
  
  *************************