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:10/06/2025

  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 want to warn anyone thinking about renting from this company, DRIVO is NOT *** Rent-A-Car, even though they show up that way on *********. I thought I was booking with ***, but it turns out my reservation was handed off to this “associated with” company called Drivo, and the whole thing felt like a scam from start to finish.
  
  First off, Drivo is not privately insured for their rent-a-cars and because of this they force you to buy their “mandatory” liability and collision insurance unless you can prove you have your own liability and collision coverage. I was absolutely shocked, I had already prepaid $657 for a non-refundable rent-a-car through *********. Drivo told me that if I didn’t pay another $390 for their collision insurance, (I only carry liability on my own car insurance), I’d lose what I already prepaid for the car because it’s “non-refundable.” The additional mandatory insurance is a scam.
  
  I explained several times that my credit card covers collision insurance and all I had to do was refuse their insurance and I would be covered by my credit card's benefits. But they refused to accept that fact and in turn literally told me to the contrary that my credit card only covers deductibles. This was a completely false claim by their representative. Basically, I was given two awful choices: walk away and lose $657, or give in and pay another $390 just to get the car. I’ve rented cars all over the country and have never experienced anything like this. After speaking with a manager I was only given back half of the $390.

• Initial Complaint

  Date:09/23/2025

  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 booked a car rental reservation through *********, a third party booking agent,on September 16th for 3 days rental between September 17th and September 20th for an amount of $126.20 as shown on supporting documents.
  I was asked to pay $346.16 when picking up the vehicle for additional drop off fees and insurance that wasn't mentioned on the initial reservation.
  I am requesting a refund from them for the difference.

• Initial Complaint

  Date:09/23/2025

  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.

  Upon collecting a vehicle from the DRIVO rental company, I noticed several damages to both the interior and exterior of the car. I promptly returned to the facility to report the damages, missing items, and breakages. I informed them that a video had been recorded, and while they acknowledged the situation, they chose not to conduct a physical inspection of the vehicle. I utilized the car for transportation without any accidents or collisions during my possession. Upon returning the car to DRIVO, I inquired if someone could perform a physical inspection of the vehicle once more. The staff assured me that an inspection would take place later, and all I needed to do was drop off the keys. Several weeks later, I was notified that damages had been reported on the vehicle. As I had previously mentioned, there were numerous damages and missing items from the car, both inside and out. I had secured insurance during the initial reservation for the vehicle. After the insurance claim was processed, I received an additional bill indicating that the car was inoperable, along with extra fees and taxes that I owed following the insurance claim. They provided a video showing a scratch approximately an inch long on the bottom bumper of the car but did not address the pre-existing damage. I presented a picture that clearly shows minimal scratches that were already present. I feel as though I am being taken advantage of in this situation, considering the car was damaged upon retrieval. No one documented the condition of the car when I picked it up or when I returned it after I requested an employee to inspect the vehicle. I refuse to pay for any damages to this vehicle. They are requesting additional funds after the insurance claim was processed, and an itemized list of fees has been provided, asking for more money. I find it perplexing that a car received with significant damage, which they were aware of, is now raising concerns over a scratch.

• Initial Complaint

  Date:09/12/2025

  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 was by far the worst car rental experience Ive ever had. I waited for 2 hours from waiting for shuttle pick-up to then waiting at the rental pick-up place before we actually got the ****** first, they told us that we had to wait so they could verify our insurance in order to waive liability insurance. After wasting an hour, they then tell us that their digital pad is not working so we just have to trust them as we mark initials and signatures. That's when they fraudulently added $215 for an upgrade we never asked for and also added $9.95 per day additional fee PER DAY for using toll transponder. I remember asking them about it as I had heard that rental cars will otherwise add charges. The person at the counter was ZERO apologetic for wasting our time, there was another group of people before us who were mistreated badly and they weren't given car because of silly reasons. Honestly, I suspect the real reason is that I booked through Priceline and got a good deal they didnt want to honor. But my reservation was made successfully, so there was no reason for this treatment.*Unauthorized Upgrade*: We didn't request the upgrade, so they shouldn't charge us for it.*Digital Signature Issues*: Their digital pad wasn't working and we couldn't view the agreement, that's a problem with their process. *False Accusation*: They're accusing us of signing an agreement we didn't have access to, which isn't fair. *Unauthorized Upgrade*: We didn't request the upgrade, so they shouldn't charge us for it.This company wasted my time, gave me nothing but excuses, and showed zero professionalism. Terrible experience I will never rent from them again. Be warned!

• Initial Complaint

  Date:09/11/2025

  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.

  Was charged for a late return. The agent told me to return the vehicle by 5pm on the date of return. I followed the directions and was still charged a late fee. I was told not to worry about bringing the vehicle back early because my departing flight was later that night.
  
  Was charged an insurance deductible to cover $1000. My deducttible on my *********** Policy is $500. I refused coverage at time of service.
  
  I am looking for a refund of $81.52

• Initial Complaint

  Date:08/31/2025

  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 vehice from Drivo at their LGA locations on August 25, 2025. I had a prepaid reservation for $402.39. When I arrived, the person helping me asked if I had insurance. I said that I did. He did not ask to see it. He then asked if I wanted to Upgrade to a large vehicle and I told him only if it didn't cost anything. He said it was a free upgrade, so I accepted. I left a $500.00 security deposit and left with the vehicle. That very same day, Drivo emailed me an invoice for $402.39. The next day, I noticed a charge for $281.94 on my credit card. I called and asked Drivo what the charges were for and they informed me that they had added on insurance and an upgrade fee. I explained that I had my own insurance and was told that they upgrade was free. They refused to return my money saying that their "cameras" saw that my insurance was not shown. That is because the person at the counter never asked to see it and told me the upgrade was free. They are scamming people and using predatory practices to steal from their customers. I am demanding a refund in the amount of $281.94. or at the very least, a credit in that amount for a future car rental.

• 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.