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Business Profile

Car Rentals

Guided by Aura

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Car Rentals.

Complaints

Customer Complaints Summary

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

If you've experienced an issue

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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:12/14/2023

    Type:Service or Repair 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 have been using Guided by Aura since June and not have I seen one payment from them, Ive had to put in thousands of dollars on top of my regular payments for my car. On my last email Ive recieved from them I was told a billing error was made on their side and it has been months with no response and it has still not been corrected. after making several attempts of trying to contact multiple departments using their ridiculous system with no luck at all. It seems after *** tried to tell them to fix the accounting error made by them and that I was about to leave the program, they decided to just not respond and forget about me all together. Meanwhile, they are still making money off of my car and using the excuse of a accounting error to not pay to their client. This is just a horrible experience and need someone to please do their job. Horrible business practice and no communication whatsoever, im extremely disappointed and would just like this to be resolved and over with.

  • Initial Complaint

    Date:12/09/2023

    Type:Service or Repair 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.
    Aura rent owes me rental payments for July, August, September and October. They rented my three vehicles and have not paid me what they owe for renting out the vehicles. I have reached out to them on several occasions and they continue to make excuses such as a payment processor change resulting in delays. They finally admitted to having cash flow issues however they continued to rent out client vehicles and not pay them, instead opting to pay themselves at clients expense. I have also had several tickets that were supposed to be paid by aura. Many complaints have been made on this company abandoning vehicles and not paying clients. I am owed several months of payments which simply went to them without a dime paid to me. I have attached an email from the ** acknowledging that payment is owed and that the company has cash flow issues yet they continue to rent out clients vehicles without paying them.

  • Initial Complaint

    Date:10/03/2023

    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.
    Guided by Aura, its suppose to be a third party fleet management company that manages your cars listed on Turo and etc.I had up to 7 vehicles with them at 1 point.2 of my cars got stolen while under their care along with many others of other clients. Lack of security and communication that caused the theft also made it extremely difficult to figure out whats going on. They didnt even know the cars were stolen or when or how. Then 1 of my cars was not on the commercial insurance policy that I was paying extra for to Aura so I could be protected in case of something exactly like what happened. But insurance would not cover because Auta failed to list the car on the policy. **** was suppose to pay me for their lack of care and coverage that caused the theft and no insurance coverage. I worked with the *** so they could pay me in payments since they could not afford to pay lump sum as they should have. I was being nice and they are taking advantage. It has been well over 6 months and Im still not made whole. The car was recovered about ****************************************************** a police chase and totaled.

    Business Response

    Date: 11/02/2023

    We will look into this customers account and if there is a payment discrepancy we will take care of it on our end. 

Guided by Aura is NOT a BBB Accredited Business.

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