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:06/10/2025

  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.

  04/29/2025 - I rented a vehicle from Nu Car Rentals in ******, **. A $300.00 deposit was charged to my credit card.05/05/2025 - The rental vehicle was returned to Nu Car Rentals in the same condition it was dropped off. The $300.00 deposit was returned to my credit card.05/16/2025 - I received an email from Alternative Claims Management (ACM) stating they have been retained by ************** to handle the process of a claim related to a broken windshield. An invoice was attached for $544.93 stating I owe ACM/Nu Car Rentals for the replacement of the windshield. Between 05/05/2025 (when I returned the vehicle) and 05/16/2025 (when I received the first email regarding the incident) - I did not receive any correspondence from Nu Car Rentals. The vehicle was not inspected in my presence upon return of the vehicle, and my deposit was fully refunded to my card. I responded to the email indicating the name and driver's license # on the documentation provided do not match my name or driver's license #.05/28/2028 - I received a response from *** stating my email address is the one provided, and they attached a rental agreement for a rental car. They advised unpaid claims are sent for collections review. The name on the Rental Agreement provided does not match my name or driver's license #.

  

  Business Response

  Date: 06/19/2025

  Good Afternoon, 
  
  I see the majority of details relating to your rental, rental period, and contract is in alignment with the loss information we were provided, but I will reach out to Nu Car for additional confirmation that this loss is affiliated with the correct renter and rental period. 
  Thank you for reaching out with this detailed information so we have the opportunity to resolve this quickly and accurately. 
  
  Should you have additional questions, or information to assist, please do not hesitate to reach out to me. 
  
  ********* *****
  Damage Recovery Manager

  P: ************
  E: ******************************* 

  Customer Answer

  Date: 06/19/2025

  Complaint: 23448545
  
  I am rejecting this response because:
  

  I have continued to receive email correspondence related to this claim after responding to the emails. 
  

  I paid a $300 deposit that was refunded to me upon return. If there was a damage to the vehicle, I should have been made aware at the time the vehicle was returned and prior to my deposit being refunded. I was not made aware of any damages at the time the vehicle was returned. 

  
  Regards,
  
  *** ******

  

  Business Response

  Date: 06/27/2025

  Hi Ali,

  I've reviewed your response and confirmed with our client that your driver's license ends in 364. I've attached the closed rental agreement, showing the vehicle was returned on May 5, 2025, at 6:26 PM. You'll also find attached the check-in/out photos and video, which confirm the windshield damage based on the return time. To resolve this, *** is willing to waive the loss of use and administration fees to settle the claim in full. Please let us know if you need additional information or if you will accept our offer to resolve the claim.
  Thanks, and have a great weekend!

  Kindest Regards,
  ******* *****
  Director of Operations
  
  

• Initial Complaint

  Date:04/16/2025

  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.

  ACM, Alternative Claims management sent me a bill without any explanation of charges for damages to a loaner car which was involved in an vehicle accident to which ai was not at fault. This badgering and threats to pay is illegal with no itemized bill provided.

  

  Business Response

  Date: 04/16/2025

  Good Afternoon *** *******, 
  

  We see the at-fault, third-party, insurance Progressive partially paid this loaner vehicle damage. While, regardless of liability, your loaner vehicle contract does stipulate you can ultimately be held responsible for any charges relating to the damage, the unpaid balance should have been billed to the at-fault driver. 
  Thank you for bringing this situation to our attention so we can assist in resolution.
  We will proceed through the at-fault driver for payment. 

   

  Sincerely, 
  ********* *****
  Damage Recovery Manager
  E: *******************************
  P: ************

• Initial Complaint

  Date:09/23/2024

  Type:Service or Repair 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.

  I received a phone call on March 29, 2024 from Alternative Claims Management. I was told I had a claim made against me for a damaged rental car windshield and would send me an email of the documents. The attachments included, pictures of a cracked windshield which were not dated, a vehicle condition ***ort dated September 7th and a date of loss on September 5th. This didn't add up to me. If the car had a cracked windshield on the 5th when it was returned, why did they wait to do a vehicle condition ***ort two days later? Sounded like they were trying to take advantage of someone who was from out of state to pay for damages that happened before and after the vehicle was out of my possession( I sent them an image of a chip in the windshield when I took possession of the vehicle). I then requested pictures from when I took possession of the vehicle and the check out slips from before and after I rented the vehicle. They failed to provide any of the pictures that the rental company took when I rented it. The *** asked why did I sign the slip saying the car had no damage if I knew it had damage. I realized it is because they had me initial inside the building before I took possession of the vehicle. Having been on a 5 hour flight with two tired and hungry young children and having to wait for 40 plus minutes for the vehicle be brought, I failed to notice this detail. Alternative claims says no pictures exist from the rental company the day I rented the car. I watched the employee walk around the car and take pictures. I provide the close up picture I took of the chip that matches exactly to the one they provided that was taken later. The data from my photo shows the time of 1:09 pm, September 2, 2023 at the *************************** in **********. The day and time I took possession of the vehicle.

  

  Business Response

  Date: 12/18/2024

  Good ******************************************************** has received and reviewed your dispute. 
  We have determined we will be honoring your dispute and closing the claim with no further pursuit or action regarding the loss. 
  
  Thank you for the detailed information and your patience in allowing us to address your concerns. 
  
  Best,
  ********* *****
  Damage Recovery Manager
  P: ************
  E: *******************

  Customer Answer

  Date: 12/18/2024

  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.
  
  Regards,
  
  **** *****

• Initial Complaint

  Date:09/09/2024

  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.

  On June 19, 2024 I was driving a rental car (**** ****** Rental -************************************************************************************) and as I was waiting at a red light, the car I was driving was hit in the rear. The person who hit the car was insured by Progressive. The person who was driving the other vehicle was sited and accepted full responsibility. **** ****** Rental has a contract with Alternative Management Claims and they sent Progressive a quote of the estimate of the damages. At this point Progressive accepted liability, however they need detail clarity on how Alternative Management Claims calculated the estimate. **** ****** Rental requested and I did pay $1000.00 until everything is settled with the insurance companies. The issue is that Alternative Management Claim requested a ****** figure amount and Progressive needed clarity with how they calculated that amount. The perception is that Alternative Management Claims is taking advantage and has inflated the quote. I need collaboration to resolve this matter.

  

  Business Response

  Date: 09/20/2024

  Hello Ms. ********************************************* on behalf of **** ******, is pursuing Progressive. While our client is seeking the estimate to be paid, they are also seeking loss of use, diminished value, and an administrative fee per your rental agreement terms and conditions. This is what increased the cost beyond the initial damage estimate. The estimate has not been increased whatsoever.
  Our representative had previously closed your portion of the claim, and remains fully focused on resolving this claim with Progressive at this time. In our experience, *********** does extensively reduce damage estimates regardless of supporting documentation and automotive industry repair procedure guidelines. We are continuing to work to overcome these reductions with Progressive insurance. 
  
  Please don't hesitate to let us know if we can further clarify anything for you. 
  
  Thank you, 
  ********* *****
  Damage Recovery Manager
  Email: ******************************* 

  Customer Answer

  Date: 09/26/2024

  Complaint: 22261106
  
  I am rejecting this response because: **** ****** stated that your company did not inform them that my portion is satisfied. In order for this to be resolved I need your company to notify **** Albert (the car rental company) that my claim is satisfied. In the meanwhile I am being viewed as being responsible. I need my name cleared from this case so I can move on and receive my deductible. 

  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:07/22/2024

  Type:Service or Repair 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.

  I rented a car from **** rental at *************************** in ***********, **. I picked up a black Camaro, vehicle number: ******** on November 27th, 2023 at 9:49am.I returned the same black Camaro the next day, November 28th, 2023 at 9:45am.When I returned the car I had forgotten to write down the mileage, and also had concerns about some possible malfunctions in the car (the driver's side window was dropping off track when I closed or opened the door). The agent at the desk walked out with me, inspected the card inside and out, and noted the mileage on the return form. The vehicle was not damaged, and no damage was mentioned or noted by the agent.On December 18th, 2023 I received an email from ACM that included documentation of window damage to a silver Camaro, in the amount of $1129.71. The date of loss was stated as November 28th, 2023 at 12:00am. This is not only the wrong car (the car I rented was black), but they are claiming the damage occurred before I returned the vehicle. I am asking that this claim against me please be vacated and closed.

• Initial Complaint

  Date:03/15/2024

  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.

  Was contacted February 16th via email citing a damage claim for a car rented through ** rental ******, **. The claim was there was damage to the front passenger window. I contacted *** requesting time stamped proof the damage occurred during my time of rental. I was referred to a claims manager who replied February 20th and was provided images without time stamp, and a video that didn't show the damage. I promptly replied to the assigned *** Feb 20th requesting further footage/evidence of claimed damage prior to leaving the lot the day of my rental. It has been 18 business days and I have received no further communication from ***. Over the last 18 days, I have emailed to follow up on my request 3 times as well as called the *** manager directly 2 times leaving messages with no reply. I am confident that this damage was not acquired during the time period of my rental and have not received any proof that the damage wasn't previously there prior to my rental period. I feel I should not be liable for this claim/bill until solid evidence and proof can be provided.

  

  Business Response

  Date: 03/28/2024

  Good Afternoon **************, 
  
  I see the representative who was assigned your claim is no longer with ACM, and I don't see where any member of management was involved in your claim. 
  In order to resolve the challenges you've noted, I have requested time-stamped photos and videos from our client. Once we receive these, I will reach back out to help find a solution. 
  
  Thank you, 
  
  *****************************
  Damage Recovery Manager
  P: ************
  E: *******************

• Initial Complaint

  Date:10/31/2023

  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.

  On the 27th August i rented a vehicle form thrifty car, i pointed out to the attendant at the counter that the bumper was damaged, he told just take a photo of the damage. for my records and he does not need to see it . Now there is a repair claim against me 2 months after i returned the vehicle with no damages except what was there when i picked it up

  

  Business Response

  Date: 10/31/2023

  Good Afternoon Crispin,
  
  Thank you for reaching out regarding your concerns so we have an opportunity to address them!
  Alternative Claims Management is a claims handling company representing Thrifty Car Rental for the damage to this vehicle. From the information we were provided, you picked up this rental unit on 8/27/2023, and completed a check-out inspection slip which noted no damage to the vehicle.
  The rental unit was returned 9/3/2023 with damage to the rear bumper. I see you sent some photos to my staff, as well as a photo attached to this complaint,however I dont see that they are date and time stamped as you noted in your email to ACM.
  
  Please see the attached check-out slip indicating no damage on 8/27, and let me know if you are able to provide date and time-stamped photos of the damage.
  
  Please dont hesitate to reach out to me directly.
  
  Thank you,
  *****************************
  Damage Recovery Manager
  Email: *******************
  Phone: ************

• Initial Complaint

  Date:08/30/2023

  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 Rented Out a vehicle on 7/13/2023 from NUcar Rentals, the car was then was side swiped while parked on 7/14/2023. I received an estimate of repairs from the Maaco body shop in ****** on 7/14/2023 for a total of *******. This company originally claimed a total of ******* dollars for the damages to the vechile that were done while i was not in the car. Allstate lowered these cost down to ******* . Allstate paid ******* which was the ******* minus my **** deductible. Company is now seeking payment on claims of loss of revenue to the amount of **** which they have failed to provide proof of this. Business can can continue while car was in the shop, provided that the business has more than one rental car at a time. An a diminished car value to the amount of *******, on a rental car which in and of its self has a dismissed value being a rental vehicle,. Non the less this value appraisal was done by an employee at said rental company. An administrative fee of 250 dollars was also claimed along side and an appraisal fee of 150. These charges are not only exorbitant they are unreasonable. I am seeking immediate resolution of this issue as it is a clear display of a company trying to take advantage of the little guy. There is absolutely no way I can pay a ******* on a car my insurance already covered the repairs on. If anything the **** deductible is the only reasonable charge being claimed, considering the the repair estimate I received on the day of the incident.

  

  Business Response

  Date: 08/30/2023

  Good Afternoon ****************, 
  
  Please be advised we just received the offer and notification of payment from Allstate today. We are not billing or pursuing you directly for this claim at this time, as we are just beginning negotiations on the claim with Allstate. As it stands, all billing presented to Allstate was in line with the Terms and Conditions of your rental agreement with Nu Car. 
  We will continue efforts with Allstate and will advise you if any issues arise. 
  
  Thank you, 
  
  *****************************;
  Damage Recovery Manager
  ************
  *******************

  Customer Answer

  Date: 08/30/2023

  Complaint: 20539435
  
  I am rejecting this response because:

  Ive already spoken to my Allstate representatives they are done with their portion of this exchange. They will not be negotiating further than what theyve already paid. I would like to get this resolved as soon as possible if you would like to accept the *************************************************************************** this process to close your claim. There is no way that i will be paying more than the cost of damages on this case. 

   

   

  
  
  Kind Regards,
  
  *****************************

  

  Business Response

  Date: 08/31/2023

  Good Afternoon ****************, 
  
  ACM has spoken with Allstate and confirmed they are still willing to review for additional payments. It is common for insurance to send an initial payment, claiming they will not pay anything else, and then consider additional payments once we address the items they said they wouldn't pay. We have asked Allstate for a breakdown of the items they are not paying so we can continue to address.
  We will continue working with Allstate until we have exhausted our efforts with them. At this time, you have not been billed for any charges relating to the demand we are resolving with Allstate. We will notify you regarding your deductible, or any unpaid loss of use once this portion of the claim is completed. 
  
  Thank you, 
  
  *****************************
  Damage Recovery Manager
  ************
  *******************

• Initial Complaint

  Date:08/28/2023

  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.

  ***** retained ACM as part of a car accident on a rented car. I provided all documentation to ACM along with police report detailing the at fault driver, filed a claim with at fault insurance. ACM is not providing the at fault insurance with the information they need, and is asking for me to pay 5k

  

  Business Response

  Date: 08/30/2023

  Good Afternoon **************, 
  
  ACM: 00556061
  We have not billed you for the unpaid balance of this claim. Our staff is continuing to pursue the at-fault carrier for the remainder of this claim. They have not provided us a request for any additional information at this time, however we have asked what they need to proceed with handling the remaining balance still owed. 
  Please be advised, in the event we needed to take additional measures to recover the amounts owed, ACM would proceed through your insurance ahead of any billing that could potentially be deferred to you. We will contact you in the event that is necessary, at this time it does not appear that will occur. 
  
  We are not billing or anticipating anything from you on this claim at this time. 
  
  Thank you, 
  *****************************
  Damage Recovery Manager
  ************
  ******************* 

  Customer Answer

  Date: 08/30/2023

  Complaint: 20509639
  
  I am rejecting this response because: I have forced eire to pay by pushing so hard on them after your person just sat back and sent me a bill for 4k. The person has failed to answer numerous requests from the insurance carrier and now to top it off has requested a frivolous claim for diminished value on a leased vehicle. My insurance nor any party on my behalf will pay a ***** of this claim. **** is responsible and sending frivolous demand letters to me is ridiculous. 
  
  Regards,
  
  *************************

  

  Business Response

  Date: 08/30/2023

  Good Afternoon **************, 

  My system reflects that you were never billed directly for any portion of this claim. If you were, can you please attach a copy of the payment demand/bill you received from ACM? As I will need to address that with my staff. 
  
  As of now, Erie is sending an additional payment, which will be a total paid of $5,405.29 (covering the full estimate, loss of use and administration fee.) The only unpaid portion is the diminished value, which we are still negotiating with Erie. This final remaining charge will not be passed along to you or your insurance. 
  
  Thank you, 
  *****************************
  Damage Recovery Manager
  ************
  *******************

  Customer Answer

  Date: 08/30/2023

  Complaint: 20509639
  
  I am rejecting this response because:  how do I have assurance neither I nor my insurance will be billed for diminished value. The remaining balance on the claim was 4.2k in the demand letter I have. Can we revise this ?  
  
  Regards,
  
  *************************

  

  Business Response

  Date: 06/14/2024

  Regarding this complaint, Alternative Claims Management concluded this file on behalf of GSP Transportation Charleston Hertz, Thrift, Dollar. The at-fault insurance carrier, Erie, paid and resolved the claim. ************** was never billed directly for any portion of this claim, and was never asked to pay the $5K he mentions in his complaint.
  We previously asked him in August of 2023 to provide us a copy of any billing he received from ACM so it could be addressed with our staff, and we did not receive a copy of that alleged billing from him.
  ACM and our client has considered this claim paid and closed by the at-fault ************** for several months.
  
  ************** was not, and is not, at any risk of being billed for this loss and claim.

   

  Thank you,

• Initial Complaint

  Date:07/20/2023

  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.

  They said I damaged the windshield and tore up the car and the dates on the pictures are 3 days before I even rented the car. They said it was the process. They sent pictures of the damages with red circles 3 days before I rented this car. I told them the dates don&#**;t work and they said that is how they do it. They said I owed them $1700 for the windshield. Now there are all kinds of dings on the car that I didn&#**;t do. I want them to leave me alone! I didn&#**;t do it.

  

  Business Response

  Date: 07/28/2023

  Good Morning, 
  
  We have reviewed this claim and the subsequent complaint. In discussing with our client, ***************'s/*******************************, we have determined that this claim was billed to ************************* in error. 
  
  It appears the renter purchased a Loss Damage Waiver at the time of the rental and per the terms and conditionsof the rental agreement, the damage in question is covered by that waiver. ACM on behalf of ***************'s has closed and withdrawn the claim for payment made against ************************** 
  
  Thank you for your patience and interest in assisting us in resolution on this matter. 
  
  *****************************;
  Damage Recovery Manager
  P: ************
  E: *******************