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:11/18/2022

  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.

  This business rented me a vehicle that had a dangerous tire wobble and was not roadworthy. It could be driven under 40 mph only. I called and was sent 2 hors out of my way to return it. Upon arrival they refused to accept it, and told me to keep driving it. The deficiency in capability of this vehicle lengthened my trip and cost me hotel bills. I have complained to them but they have refused to discuss the matter. This rental ended October 12th 2022. It is obvious the company has no interest in doing the right thing here. I am seeking a full refund of $270US.

  Business Response

  Date: 11/25/2022

  Hello ************,

  Thank you for your request.

  Please be informed that your case is under investigation. We still wait the information from the rental comopany.

  Once we received the answer we will contact with you.

  Regards,

  ******

  Customer Answer

  Date: 11/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  Economy Bookings and Thrifty car rental are both going ving me the run around. It has been 7weeks since i filed a complaint  

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **** ******
  
  
  
  
   
  

  Customer Answer

  Date: 12/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]i tried to turn in the vehiclle. They not only refused to exchange it, they told me to keep driving it. Now they say I should have turned it in. Scam.  

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **** ******
  
  
  
  
   
  

  Business Response

  Date: 12/15/2022

  Dear ****************,

  Thank you for your answer.

  Please be informed that from our side we can't made any refund as the service was used.

  Kind regards,

  ****

• Initial Complaint

  Date:11/18/2022

  Type:Product 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.

  Booked a rental car from Thrifty using booking.com. Booking number ********** prepaid for the rental using my *********** Money was debited from my account. Total taken was $501.49. After confirming they would rent me a car without a **** with Thrifty's customer service***********), I was told by thriftys rep twice that everything would be fine ma'am. I was refused the car in Halifax. I explained that we were travel from ************ to halifax with my son for medical surgery. He required surgery to remove a tumor that they couldn't do in ************. I told them we needed a car to go back and forth to the hospital. They still refused! I was very upset and didn't know what to do, when a lady from another car company offered to help us. We had to pay an additional $900.00 to get the car. Now we are out $1400.00 out of pocket for a car. It has costed us over $8000.00 to take our son for necessary medical surgery. ******* never received the money. I would like a refund for the car I never received. Thrifty would have offered a refund but they are not the ones who kept our money!

  Business Response

  Date: 11/25/2022

  Dear ***,

  Thank you for your email.

  Please be informed that the case is under investigation and when the rental company will confirm that car was not used we will made the refund.

  Kind regards,

  ******

  Customer Answer

  Date: 11/28/2022

  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:11/14/2022

  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 hit a deer with my car and needed a rental car during my downtime for repairs. I booked a rental car for 30 days plus insurance through Economy Bookings online service. I pre paid ******* dollars. I couldn't go pick up the car at the scheduled time because I couldn't find transportation. I tried to move my appointment but wasn't able through the online service. I called the customer support number and was told to cancel my booking and they could credit it to a later date. Canceling triggered their policy making my pay the full amount. I called back to renew the booking. If I am paying the car for 30 days, I should be able to use the rest of the time I am paying for. I was denied the service. I am in dispute with my credit agency. This is dishonest business practice to direct me to cancel knowing the policy would do that.

  Business Response

  Date: 11/15/2022

  Dear *************
  Thank you for choose through *******************
  
  
  We understand that you may feel this is unfair, given that has paid for the reservation, but not used the vehicle however we must explain that both ******************* and our supply partner incur operational costs whenever a vehicle is reserved in advance.
  We hope that you will understand why we must have a cancellation policy in place, and why on this occasion we are unable to offer you any refund.
  When you are completing the reservation you has read, understood, and agreed to the Cancellation and Non-refundable Policy disclosed during the process of booking, therefore, you accepted and agreed to the transaction, made the reservation and received confirmation.
  CANCELLATION & AMENDMENTS
  - If you cancel 48 hours or more prior to your pick-up, you will be refunded in full.
  - If you cancel less than 48 hours before pick-up, you will be refunded minus the cancellation fee of ***** EUR*.
  - If you cancel your booking less than 24 hours before pick-up, you wont receive any refund.
  - No refund will be applied for unused rental days.
  - You cannot cancel your booking if your rental has already started.
  
  Unfortunately, we are unable to offer a refund on this occasion.
  We regret that we cannot offer you a solution you were hoping for.
  
  Kind Regards,

  ******

  Customer Answer

  Date: 11/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because 

   

  I was informed by their company over the phone to cancel the reservation so they could move it. I am still currently paying for the car and will be until December 7th. I would have been happy to pick up the car late and take the missing days as a loss. They are denying me from obtaining the car even though I still have it reserved. If no service is being provided, the most I am paying is the $50 cancelation fee. If you are charging me the car should be reserved. The information I was given by a representative of your company lead me to make my decision. In this way I was scammed out of a full payment. I am still without transportation and almost $1200 lost. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

• Initial Complaint

  Date:11/03/2022

  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.

  1. Date of the transaction: ***** 3, 2022 2. The amount of money you paid the business: On August 3, 2022. ****** euros was charged to the credit card, which is about $510.08 ******** ******** ********* of C $116.91 ******** Dollar was charged on September 1. Please check the August/September credit statement for details.3. What the business committed to provide you: Car rental in ******, *****, from September 9, 2022 to September 20, ******. What the nature of the dispute is : My name is *********************, I reserved a car from the ***** ************** through the Economy Booking. My booking number is *********. I will pick up the car in ****** on September 9th. The driver is ********************* and my wife ***********. When I am picking up the car, we need to pay the payment by credit card, so we used the credit card by ***********. However, due to the system problem of the car rental company, this credit card was not approved, so the rental company did not give me the car, so I had to rent a car from the nearby Herts(another car rental company) . Please check the attached Herts rental voucher and proof of Herts rental company successful charge money from the same credit card. These can prove that my credit card is work and I can rent a car from any rental company. So, it was ***** car rental company who had the problem. They should refund me all the money($510.08 rental +$116.91 insurance), not part of it (They only refund me $67.94 USD), because I did not get the rental car service, and it brought inconvenience to my travel. As a customer, why should I pay when I'm not being served?5. Whether or not the business has tried to resolve the problem: They tried to solve the problem, but their results were very unreasonable.6. Economy Booking Number: *********

  Business Response

  Date: 11/11/2022

  Dear **********,

  Thank you for your email.

  Please be informed that the case is still under investigation process and once we will have the answer from rental company we will contact with you.

  Some times the case investigation process can be prolonged.

   

  Sorry for any incoveniences.

   

  Regards,

  ******

  Customer Answer

  Date: 11/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   No solution has been received

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* ***
  
  
  
  
   
  

• Initial Complaint

  Date:11/02/2022

  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.

  10/7/22 Rented car with ecomony. Paid $70. Balnace when i reached to ONE SWITCH and i paid extra for TOtal ****************** was $205 at service desk. When I went to one switch. I told them i paid for Total Coverage they said that is not the insurance they accept. When i asked what do they require they told me CDW. I told them I have that with **** and showed them proof of coverage in certificate form so i declined ONE SWITCH coverage. When they told me they dont require CDW now they require another insurance called TPL or else i could not rent car, AT this point i had **** on my phone call and asked they speak to them to verify that i was fully covered and they refused. They said they could not rent me a vechicle without paying $55 a day for TPL insurance. so i ended up spending an additional $565 instead of the original $270. I told ONE SWITCH many times that i did not want any additional insurance and they held me almost at gunpoint telling me i could not rent there vehicle without purchasing TPL even though i showed them i bought insurance through ECONOMY BOOKINGs, I brought my CERTIFICATE FROM **** showing CDW insurance and had **** on phone to verify and they said i cannot rent vehicle unless i purchase TPL which was $55 additional a day. ECONOMY BOOKINGS should cease all dealings with this company as it is a BAIT AND SWITCH and i will be reporting to FEDERAL TRADE COMMISSIONS AND BETTER BUSINESS REVIEW IF NOT RESOLVED

  Business Response

  Date: 11/11/2022

  Dear *** ****************** you for your request.

  Could you please be so kind and send your claim to our ****************************************************** Depatment.

  They will check your case and will solved this.

   

  Thank you for your understanding.

  Kind regards,

  ******

  Customer Answer

  Date: 11/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I. Going to reject until resolved because I have sent 2 emails In 2 weeks to get resolved and no one got back to me...please refund me or provide credit asap

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business Response

  Date: 11/25/2022

  Dear ***   ******, 
  
  Thank you for booking through ******************
  
  With reference to the reservation you had created through our website, we would like to inform you, that Terms and Conditions of the chosen ************** were available for your consideration during the process of booking. It is important to read the Terms and Conditions of the chosen **************, so you can find a Company which suits your requirements best. As well as information regarding Full Coverage. Copied information from our website and your voucher can be seen below:
  
  We would like to pay your attention on, that Booking Group Full Coverage it is the additional option that protects you against excess charges applied by the car rental company. In case an insurable event occurs during your rental period, Booking Group covers your excess.
  
  Please take a note, that Full Coverage does not contradict or replace any insurances from the rental company. Rental vehicles are required to have basic insurances as Collision Damage Waiver and etc. (Collision Damage Waiver (CDW) limits the renters liability for the car to the Excess the amount of money the car rental company will charge the renter in the event that the rental car is damaged. Such items as windscreen, locks, tires, undercarriage, ************ charges are often not covered by the **** )
  Rental agents do not include an insurances in rental price, as many customers have insurances can be applied for a car rent.
  Please check the Full Coverage Cancellation terms:
  10.4. Full Coverage Cancellation
  10.4.1. To cancel your Full Coverage policy, please visit My bookings section on our website or email us at ***********************************************************, and we will cancel your policy.
  10.4.2. If you cancel your Full Coverage policy up to 24 hours prior to your scheduled pick-up time you will be charged a cancellation fee of 18 EUR.
  10.4.3. If you cancel your Full Coverage policy less than 24 hours prior to your scheduled pick-up time or after youve picked your car up, you wont receive a refund.
  Documents attached.
  We regret that we cannot offer you a solution you were hoping for.
  
  Best Regards,

  ******

  Customer Answer

  Date: 11/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [This is unacceptable will not do business nor recommend Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

• Initial Complaint

  Date:11/02/2022

  Type:Product 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 booked a rental car through Economy bookings (my booking ID is ********** with a pick up date of September 6, 2022. I went at the location to pick up the car with my valid license and credit card and the person refused to give me a car saying I do not have valid license. I requested them many times but he kept saying no and he told me to report to economy booking for a refund since I did not use the service I shouldn't be charged for it. I sent multiple emails but economy bookings keeps denying to refund my money and I am in need of money right now. The amount they charged me is no less, it is $1,262.09. Economy bookings keeps saying unfortunately we cannot refund your money. What a horrible experience!!!!

  Business Response

  Date: 11/11/2022

  Dear ***   ********, 
  Thank you for choosing us for your car hires. Please accept our sincere apologize for delayed response and for the inconvenience it may have caused.
  The rental company informed:
  Kindly note that the customer did not have Full Drivers **************************** to qualify for the car rental.The customer had a G2 license.
  
  
  
  ***********************************************************************************************
  Please check your voucher T&C.
  When collecting a car from our car rental supplier the principal driver & any additional drivers will need to provide a full driving license on their name.
  
  When you complete the reservation you have read, understood, and agreed to the Cancellation and Non-refundable Policy disclosed during the process of booking, therefore, you accepted and agreed to the transaction, made the reservation and received confirmation.
  4.2. Non-refundable:
  The product is non-refundable in the following cases:
  4.2.1. You did not inform us about the cancellation of your booking prior to your pickup.
  4.2.2. You failed to pick the car up at the arranged time and date.
  4.2.3. You failed to provide the documentation that is required to pick the car up.
  4.2.4. You failed to provide a credit card with enough available funds and with the main driver's name printed on it.
  4.2.5. If you were blacklisted by the car rental company.
  In all these cases, you will receive no refund of the money you have paid.
  The car rental company reserves the right to refuse the car to any customer who fails to arrive at the scheduled time and date with all necessary documentation and a credit card in the main drivers name with enough available funds for the cars deposit.
  
  The Cancellation policy and Non-Refundable Policy is disclosed on the checkout page before you made a transaction. You agreed with the Cancellation policy and Non-Refundable policy before making a payment.
  
  Unfortunately, we are unable to offer a refund on this occasion.
  We regret that we cannot offer you a solution you were hoping for.
  
  
  Regards,
  ******
  
  

  Customer Answer

  Date: 11/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Economy bookings website mentions to have a valid drivers license which I did provide to the rental company but they still denied to give me a car and I have been fighting to get my money back since 2 months on this. This is mentally distressing and totally misleading of information.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

• Initial Complaint

  Date:11/01/2022

  Type:Billing 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 arrived at the car rental at 8:45 to pick up my reservation and I realized I did not have my credit on hand. I booked through the Economybooking website. Using my prepaid debit card. Once I got to the kiosk the teller told me that they could not accept my source of debit. And I was over charged for the reservation, on the invoice I was charged 190 however this company included a charge of $44 for the protection for cancellation protection. Resulting in the amount of 234 being charged to my prepaid debit card. I was spoken to rudely by the customer support agent **** and all 3 of the other agents that I spoke to, when I asked to speak to a supervisor, the call was ended. This company failed to disclose that because I did not have a ******** license my deposit would be 500 dollars when I put my card on file. Also it said in my booking email my amount due at pick up was ****. I paid my reservation with a prepaid card. I got there an hour and 15 minutes before my pick up time. I waited in line for 10 minutes and when I found out I couldnt get the car I called customer service immediately. I was spoken to like I was less then human, they kept cutting me off and ending the call. Which would cause me to have to call customer service again. Dealing with their rude customer service reps wasted my time and the first one rep I spoke to told me they canceled the car for me. Which was way before 10 am. However, they did not. Now they are trying to keep my money though their withholding information and their unprofessional customer service reps was the down fall in this transaction.

  Business Response

  Date: 11/03/2022

  Dear ******************, 
       
  Thank you for booking through ********************
  
  We're sorry to hear you couldnt pick up your hire car.
  
  The rental company did have the car ready for you at the time you wanted.
  
  Unfortunately, because we didn't know that you werent going to pick the car up, we cannot give you a refund.
  
  Please check your voucher T&C:
  
  
  *******************************************************************************************
  
  
  
  You failed to provide a credit card with enough available funds and with the main driver's name printed on it.
  
  
  
  PRIMARY DRIVER CREDIT CARD PREAUTHORIZATION
  At time of pick up you will be required to leave a deposit to cover the value of the insurance excess.
  Deposit: renter will be subject to a credit worthiness test and must provide a major credit card in the name of the primary driver (cash deposits, prepaid cards, chime cards, maestro, switch **** electron and debit cards are not accepted) with a minimum of USD ****** line of available credit.
  The blocked amount will be returned in full at the end of the rental provided the vehicle is returned in the same condition as rented.
  
  
  When you complete the reservation, you have read, understood, and agreed to the Cancellation and Non-refundable Policy disclosed during the process of booking, therefore, you accepted and agreed to the transaction, made the reservation and received confirmation.
  
  Were sorry you couldnt enjoy your rental this time, and we do hope that your experience hasnt put you off.
  
  Kind regards,

  Customer Answer

  Date: 11/03/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  They fail to Acknowledge their withholding of information is costing people money. They did not investigate, they state that it takes up to 6 days for them to investigate and they responded within 1 day. Completely unacceptable, I called customer service to cancel the reservation and they did not instead they kept cutting me off and hanging up on me and they never canceled the reservation. They are stealing from people, this is absolutely heartless and disappointing they shouldnt be able to do this to people. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business Response

  Date: 11/15/2022

  ear ******************, 
       
  Thank you for booking through ********************
  
  We're sorry to hear you couldnt pick up your hire car.
  
  The rental company did have the car ready for you at the time you wanted.
  
  Unfortunately, because we didn't know that you werent going to pick the car up, we cannot give you a refund.
  
  Please check your voucher T&C:
  
  
  *******************************************************************************************
  
  
  
  You failed to provide a credit card with enough available funds and with the main driver's name printed on it.
  
  
  
  PRIMARY DRIVER CREDIT CARD PREAUTHORIZATION
  At time of pick up you will be required to leave a deposit to cover the value of the insurance excess.
  Deposit: renter will be subject to a credit worthiness test and must provide a major credit card in the name of the primary driver (cash deposits, prepaid cards, chime cards, maestro, switch **** electron and debit cards are not accepted) with a minimum of USD ****** line of available credit.
  The blocked amount will be returned in full at the end of the rental provided the vehicle is returned in the same condition as rented.
  
  
  When you complete the reservation, you have read, understood, and agreed to the Cancellation and Non-refundable Policy disclosed during the process of booking, therefore, you accepted and agreed to the transaction, made the reservation and received confirmation.
  
  Were sorry you couldnt enjoy your rental this time, and we do hope that your experience hasnt put you off.
  
  Kind regards,

  ******

• Initial Complaint

  Date:10/31/2022

  Type:Product 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 pre-paid to rent a car on 9/24/22 via this booking company (a compact car with ****** After waiting 2 hours in line at the airport, the agent at the rental desk stated I had to upgrade; I couldn't afford the upgrade and **** refused ********** the compact car I had paid for. I called the booking company and it being "past" the confirmed pick up time (by 14 minutes) they stated I had to request a refund and file a dispute. ONLY providing an email ******************************************************** which only responds in canned auto-responses. I paid $451.23 for a car I didn't not get. The only phone number available is to make or change reservations, they refuse to answer any questions or help.

  Business Response

  Date: 11/03/2022

  Dear ****************,
  Please accept our apologies for the inconvenience that this situation might have caused.
  
  I have confirmed a refund which will be credited back to the account used in the booking process. Kindly be informed that it can take 3-5 business days. ( please note the refund time may be changed )
  Please visit our website to find destinations and deals that will suit your next Holidays or Business trip.
  
  Thank you for taking the time to contact us about your experience and for giving us the opportunity to assist you.
  If you have any questions,please let us know.
  
  Kind regards,
  Oksana

• Initial Complaint

  Date:10/26/2022

  Type:Product 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 9/13/22, I purchased a car rental through *******************. I pre-paid $396.74 for a rental from *********, ********. Included in the rental prices I agreed to purchase the Full Coverage offered during the rental which comes to around $9.99 a day for the 4 days of the rental. I received a confirmation email from Economy Bookings stating I had full coverage, which includes, "Charges for damage to the rental vehicle mechanical components that are not covered by your car rental agreement including BODYWORK, roof, undercarriage, windscreen, windows, mirrors, locks, wheels tires, hubcaps, engine, clutch, battery." and "Full Coverage reimburses DAMAGE and theft excess under your car rental agreement up to a maximum amount of ***** EUR."I collected the car rental on 10/2/22 and returned it on 10/6/22. Upon returning the car, the rental company said I was responsible for a scoff to the bumper and I had to pay their standard damage fee of ***** GBP. I paid knowing I had *************** ********* through *******************.As instructed in the Full Coverage confirmation which states, "Policy limitations. Full Coverage requests must be reported to ******************* no later than 7 days after the rental end. If you request coverage within **** days after the rental end." On 10/9/22 (3 days after the rental return), I went to ******************* and submitted a request for coverage for the ***** GBP. I included all the requested documentation; detailed description, photos, driver's license, rental agreement, invoice, etc. When I clicked submit there was a popup screen that said, "submission successful, please allow **** business days to process." 10 business days ended 10/21/22. I received no emails, phone calls or follow-**** On 10/21/22, I called the only number available on their website and was told I have to email support. I emailed once on 10/21/22 and again on 10/25/2 and both times only received auto-responses that they received my email, but no responses.

  Business Response

  Date: 11/03/2022

  Dear *** ***************************** you for booking through *******************
  
  Pleaese be informed that the case is under investigation and the support department will contact you when will be the resolution.
  Thank you for taking the time to contact us about your experience and for giving us the opportunity to assist you.
  
  
  Kind regards,
  ******

  Customer Answer

  Date: 11/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Sorry I did not respond sooner. ecoomybookings has not resolved my issue. They have responded to my request by saying they needed additional documentation, which I had already provided when I submitted the original request and said they would be investigating and that investigation could take "**** working days". That communication was received on 10/28/22.  

  I did supply them with the requested documentation, a 2nd time. I have received no further communication from them.

   

  Thank you.

  ***

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************
  
  
  
  
   
  

  Business Response

  Date: 11/25/2022

  Dear *** ***************** you for your request.
  
  Please be informed that the case is under investigation.
  
  Our team will contact you when the case will be solved. Usually the insurance case the respond time is till 60 days.
  
  Kind regards,
  
  ******

• Initial Complaint

  Date:10/19/2022

  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.

  A very terrible thing happened to my family on October 8 when we arrived at the rental car company (MEX or +MAS)) in ************** area at 5pm. I paid already and showed the rental car voucher. After waiting for 2.5 hours in the rental car company (MEX or +MAS), they rejected us because they said that EconomyBookings don't pay them. The manager of the rental car company is ***********************************. He is the one rejected the rental car service.My family and I ended up having no car and had to arranged our own transportation from ****** and go to our hotel in **********************. We arrived at the hotel at 11pm.I called EconomyBookings the next day. They said they need 5 to 28 days to do investigation. They received money fast, but did not provide the service.

  Business Response

  Date: 11/11/2022

  Dear ******************* ***,

  
  Thank you for booking through *******************
  
  Please accept our sincere apologize for delayed response and for the inconvenience it may have caused.
  
  In order for us to investigate this case, please send us a copy of the following documents:
  
  A copy of the customer's flight details and flight number. We need this document for sending to the rental company that you arrive on location in ***** PM
  
  
  We would require this documentation to help us support any claim with the rental agent.
  
  
  
  Kind regards,

  ******