We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Auto Rentals and Leasing

Ausby Car Rentals

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Rentals and Leasing.

Complaints

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

Find a Location

Ausby Car Rentals has 6 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 4 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/13/2023

      Type:Product Issues
      Status:
      Unanswered
      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 the car rental through the Hopper app. On November 16, 2022 I picked up the rental car. I paid 224.02 for the rental, plus a 150 dollar incidentals deposit.
      I returned the car in the same condition it was given to me and it was signed off by the rep. I was told the incidentals deposit would be refunded by January at the latest. I still have not received the refund as of 3/10/2023. I would like to be refunded the incidentals deposit. I have tried calling several times to resolve the issue, but now my calls are being transferred to voicemail. This seems to be a pattern with this business.

    • Initial Complaint

      Date:12/21/2022

      Type:Product 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.
      My spouse (*******) and I rented a car through the Alaska Airlines website, powered by *********** and supplied by ACO Rent A Car, booking reference number USXXXXXXXXX, confirmation number JAAXXXXXXX. We picked up the car on 11/18/22 and returned the car on 11/21/22 at 0700 without any damage and with a full tank of gas. Our rental contract states Ausby Car Rentals (Dallas/DFW Airport, TX, XXXXX) as the car rental agency. We agreed to rent the car for a total of $126.23, which included all applicable fees, we paid $11.92 at the time of booking with $114.31 due at time of arrival. When we picked up the car, we were charged $276.23, which included the full $126.23 ($11.92 duplicated) and an incidentals/security deposit of $150. We were assured that the $150 would be refunded 5-15 business days following the return of the car. I have called ACO/Ausby Car Rentals multiple times trying to get my deposit refunded. Initially I was told that I could expect a refund on 12/12/22. When I called on 12/13/22, I was told I could expect a refund on 12/19/22. When I called on 12/20/22, they still would not refund me the $150 deposit and asked me to call back another day. I have spoken with Marcus and Jim, and left messages with the accounting and customer care departments. No one returns voicemails, and when speaking to an actual person, they speak over the top of you, and refuse to listen or resolve the issue. One month after renting and returning the car, I still have not received my security deposit back. My desired resolution is an immediate refund of the $150 incidentals/security deposit.

      Business Response

      Date: 02/28/2023

      Consumer Response /* (2000, 6, 2023/01/03) */
      This case has been resolved, and the refunds have been received.

    • Initial Complaint

      Date:12/01/2022

      Type:Product Issues
      Status:
      Unanswered
      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.
      My wife and I rented a car through Alaska Air Car Rentals. The rental was through ACO which must have contracted with Ausby Car Rentals.
      The experience from the beginning was terrible. We were picked up at the airport by a guy and his trainee who looked like she was high on something. The guy had me sit in the front seat and went over the car rental agreement while he drove us to a hotel. That in itself was unsafe. We arrived at the hotel and he said this was our car. It was a 2015 Malibu with over 166,000 miles. It had several stains on the interior. It had hail damage all over the exterior.
      My wife and I were in shock and not sure what to do. We did take the vehicle. The driver's seatbelt broke. I called the service center and was told to do what we had to do to fix it. The bolt was stripped so we had to duct tape it. Not exactly safe.
      We did return the car at the contracted time. We had to return the car to the same hotel which is also very shady. At the time of pickup we did pay a $150 deposit. That deposit still has not been returned.
      At this point I am looking for our deposit to be refunded ASAP and a partial refund of the rental since it was in such terrible shape.

    Ausby Car Rentals is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.