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Business Profile

Auto Rentals and Leasing

Empire Rent-A-Car

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Rentals and Leasing.

Complaints

This profile includes complaints for Empire Rent-A-Car's headquarters and its corporate-owned locations. To view all corporate locations, see

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Empire Rent-A-Car has 10 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    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:11/01/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Accident occured 10/2/2023. I purchased the rental car companies insurance policy. I will not get my accident report until 30 days. They are telling me they are sending my claim to collections tomorrow on 11/2/2023 even though I explained i will not get my accident report until end of the month. They are not working with me even though I paid for their insurance. This company is committing a big time fraud.

      Business Response

      Date: 11/01/2023

      To Whom It May ************************ vehicle was rented by ***********************, ************* was listed as an additional driver. On October 2nd, 2023, ************* returned the vehicle with damages to the entire right side of the vehicle. See attached pictures. ************* stated that the vehicle was hit while parked which clearly was a false statement. When a customer is involved in accident as part of the terms of the rental contract, they must file a police report. The renter did not file a police report. 

      ************* is trying to file a police report over a month post-accident which would not be accepted. She then changed her statement that the vehicle was hit while parked to that she was driving the rental vehicle when the damages occurred.  I have attached the terms and conditions which are printed on the rental agreement jacket. The renter breached the terms and conditions of the contract therefore the insurance is **** and void and the customer is responsible for the damages to the vehicle. See attached repair invoice. Feel free to contact the undersigned if you have any further questions. 

      Regards,

      **********************;

      Claims Department 

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

      Customer Answer

      Date: 11/02/2023

      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 and the matter has been resolved.

      Sincerely,

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



       

    • Initial Complaint

      Date:09/28/2023

      Type:Service or Repair 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.
      This business is claiming that I did damage to a rental van that never happened during my time of renting the vehicle. 7k worth of damages they are trying to scam me for.

      Business Response

      Date: 09/29/2023

      To Whom It May *********************************** rented a vehicle on September 11, 2023, from our ************* location in Long Island. He returned the vehicle on September 18, 2023, at our ******* location in the Bronx after hours before the office was open. Our company takes pictures of the vehicles before they leave on rent and when they returned. 

      The vehicle was returned with damages to the roof, the rear light ripped off as well as the backup camera. The before and after date stamped pictures have been provided to the customer. Regardless of the proof shown to **************, he has denied that he caused the damages. He has been calling and emailing the staff with derogatory comments and statements. He has gone on our live chat calling the company employees names that I will not mention. Let's just say that they are not words that should be uttered by an educated individual. He has gone on a smear campaign online against our company. 

      I am attaching the before picture of the rear of the van and the after picture of the rear of the van as proof. The pictures are date stamped so that the customer cannot dispute the damages. As you can see in the picture dated September 11, 2023, the camera and rear light are attached. On the picture dated September 18, 2023, the light and camera are ripped off. It is standard practice to check the roof when said damage occurs. 

      This complaint is being filed in retaliation because a claim was filed against ************** insurance company for the damages to our vehicle. ************** has been informed that he is not allowed to contact the staff via email or phone however he continues to harass staff verbally on a daily basis. I hope this will resolve the matter at hand. If you require additional proof, please do not hesitate to contact me. 

      Regards,

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

       

    Empire Rent-A-Car is NOT a BBB Accredited Business.

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