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:07/02/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  The rental company I used while in Cancun is outsourcing the collection of an alleged vehicle damage claim from 2023 to PurCo Fleet Services. I have requested photographic and video evidence of the alleged damage; however, PurCo has declined to provide this, instead asserting that I should have retained my own photos to prove the absence of damage.
  
  I have explained to PurCo that it is unreasonable to expect a customer to preserve photographs or videos of a rental vehicle with no visible damage for nearly two years. The significant delay in pursuing this claim has placed me at an unfair disadvantage, as it is impractical for any consumer to maintain such documentation for that length of time. Additionally, they acknowledged that it is unlikely Avis has preserved any photographic or video evidence from the time of the vehicle’s return, despite my request for the security footage showing the vehicle being dropped off without damage.
  
  I believe this claim’s timing and PurCo’s refusal to provide supporting evidence raise serious concerns about the fairness and transparency of their collection practices.

• Initial Complaint

  Date:03/17/2025

  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 NextCar of Bozeman in Bozeman, MT in August 2024. I received a call from Purco Fleet Services 2 days after returning the car claiming that there was damage to the car. I did not realize it, but I guess there were some slight scratches on the side of the car that were caused by brushing up against a tree branch. Didn’t hear anything further after that. Then 5 months later in January 2025 I receive an email from Purco Fleet Services claiming that I owe over $14,000 for a number of fees including loss of use, physical damage, administrative fee, and appraisal fee. I submitted a claim with my car insurance progressive and during the time that they were working on processing the claim, Purco contacted me claiming that my insurance denied the claim and that I was responsible for the full amount. I spoke with progressive and they confirmed this is false, and that they were still working on the claim. They forwarded me emails between them and Purco proving that they never said they denied the claim. This proves that purco was actually trying to steal money from me. Now Purco is insisting I pay the loss of use fees in addition to other fees (administrative and damage appraisal), but there is no proof that the car was out of use or repaired. The contract I signed states I agree to loss of use from the time the car is out of use until it is repaired. It is unreasonable to expect payment without proof. I also looked at the car report online and it shows as having 3,000 more miles on it from after I returned it, it was then sold on 1/9/25, 3 days after I received this bill from Purco for $14,000. ALSO- tried to contact the NextCar location that I rented the car from after receiving the bill and was told it is shut down, no longer operating. There are a lot of red flags about this situation. I told Purco I would pay my deductible, but after that this matter be considered resolved, and they refused to accept this and are still expecting more money from me.

• Initial Complaint

  Date:12/30/2024

  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 was offered a Rental car From ******* *******. Who rented a vehicle from **************. After filling out paperwork the car was brought up to the service desk. I immediately noticed stain seats and other minor imperfections. Including a crack in the windshield. I informed the dealership of the crack windows. They assured me they wound make note of it and inform *****. However, Several weeks later I received a letter from PurCo claiming I owed them $707 for a cracked windshield. I contacted them immediately and have responded through emails and phone calls and informed them ***eatedly that I received the vehicle with a cracked windshield. The service *** at ******* ******* Rember me and the incident and has also told the company the vehicle was already cracked upon arrival. Today 12/30/24 I received another email claiming they were still not satisfied and I needed to settle their claim. I don't know all the procedure on renting vehicles but was never given any forms or told to take photos before receiving this vehicle. I know that at *** when we rent vehicles we are given a diagram and told to make circles and notes of any disc***ancy. I haven't seen this practice with other rental companies. I'm reaching out to you, because I believe that ***** knew of the crack or never was aware of it , until it was pointed out. PurCo even when told the crack was already there, and I have witness that it was cracked when it arrived at the dealership, is still demanding payment from me.

  Business Response

  Date: 01/21/2025

  ******* rented a vehicle that was provided to him through ******* *******, according to the rental vehicle owner, in a clean and undamaged condition. ******* indicates that he noted pre-existing damage to the windshield prior to his departure with the rental vehicle and that he made the dealership aware of said damage. No such damage was ever noted or confirmed by the dealership, despite multiple attempts to verify such. Due to the concerns and allegations made by ******* of having reported this damage to the dealership, and as we have been unable to verify the renters statement with the dealership, PurCo has made the decision, in consultation with the rental location, to close this claim as customer service. Additional training will be performed between the rental location and the dealership to ensure these types of interactions are properly documented and recorded to minimize future discrepancies. We appreciate ******* attention to this situation and trust this decision to close this claim concludes this matter.

  Customer Answer

  Date: 01/23/2025

   
  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.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:08/20/2024

  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.

  I rented a car in another country and have now been charged for damages that have not been proven or documented.
  I was told day of returning the car that everything was good, I have since called the rental agency and car insurance company, no claim has been filed and no damages reported.
  The alleged damages and loss of use is totaling $1,000 but they have not provided any proof or documentation to back up this claim.

  Business Response

  Date: 09/09/2024

  Avis Iceland licensee assigns their damage claims to PurCo Fleet Services who handles the recovery of the claim. The renter rented this vehicle from a licensee location of Avis and not Avis CorporateIf itself. If the renter contacted Avis Corporate, they would have no information about the damage or claim from the licensee. PurCo received this clam on 08/19/24, We attempted to call the phone number we have on file for the renter and it rang for over 3 minutes with no option to leave a voicemail. We also emailed and mailed a copy of the claim packet that contains proof and supporting documentation for this claim. We're happy to send it to the renter again of she claims she never received it.The documentation supports the renter signed and accepted the vehicle with a dent in the driver side door, dent in the passenger lower front bumper and a scratch on the front grill. Renter had the vehicle for 6 days and drove approximately 758 miles. During the return inspection new damage was found to the engine covers. In accordance with the terms and conditions of the rental contract, renters are responsible for any and all loss of or damage to the vehicle regardless of fault. 

  We are happy to discuss the details of the claim with the renter if she would like to reach out to PurCo. There has been no information provided to dispute the validity of this claim and the documentaiton previously submitted/provided to the renter. We remain open and willing to discuss this matter with the renter shoudl she wish to reach out to us to discuss this matter. The BBB is not the proper forum to discuss this claim. 

• Initial Complaint

  Date:08/12/2024

  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.

  In December of 2023 my insurance company supplied me with a vehicle while my car was being fixed at a no fault accident. The rental car was provided by *****. The day after I got the car a person backed into my car while i was working: Ultimately the person was caught and was ordered to pay restitution to *****. I still filed a claim with my insurance company which i was later advised by the purco agent that i should close because it should work itself out. I paid a $450 fee of the $2400 amount owed in damages prior to the person who hit the rental car being ordered to pay hertz restitution. Im not really sure why Purco is telling me to drop the claim since they are still coming after me for the amount owed. Seems to me they are trying to double dip on restitution and coming after me. I recently filed a complaint with the ************************************* only to learn that Purco isnt an insurance company but a 3rd party vender. I made a $450 payment in good faith and was not found liable by a court due restitution being ordered to the person who is actually liable for hitting my car. I have spoken with the purco agent and am continually being told that purco is working on the issue with no avail.

  Business Response

  Date: 08/26/2024

  This is an unfortunate event where the complainant, renter, rented a vehicle and was hit by a third party. While it is regrettable that ****************** was struck, she remains responsible for any and all damage to the rental vehicle during the course of her rental. While we will try and recover damages from a third party, if applicable, this does not remove the renter from ultimate responsibility for the damages. While a restitution may have been ordered against the third party through the court system, these payments are not always guaranteed and may come in over a period of time. As such, we are requesting payment from ****************** in full and then if and when any restitution payments trickle in, they will be refunded to either ****************** or her insurance carrier respectively. 
  At no time did PurCo recommend or advise ****************** to cancel her claim with her insurance carrier. If there is evidence to the contrary, I would be interested in reviewing that correspondence for training purposes.
  At this time, partial payment has been issued by ****************** and ther is an understanding that an additional payment is being issued by ********************** insurance carrier. If the combination of these two payments overpays the claim, then ****************** will be refunded. No payment has been received by either the third party or ********************** insurance company so there is nothing to refund to ****************** at this time.
  Again, any payment from the third party under the restitution order will be refunded to **************** and then her insurance company, respectively, after the claim has been paid in full.

  Customer Answer

  Date: 08/26/2024

   
  Complaint: 22132189
  
  I am rejecting this response because: The accident is a direct result of criminal activity. A court has order the defendant to pay restitution in said matter and ***** listed themselves as the party owed restitution . To this date the defendant has paid $25. Hertz/purco cannot double dip on this. they have not deducted the $25 payment from said total. Please see MCA *********. Also i was told by the agent handling the claim she would not worry about filing a claim with my insurance. please review the calls. I signed a contact in ******* so Im not sure if the Utah company is basing there information off of Utah laws because this doesnt seem right for montana. State Farm has paid this claim now so it should be resolved but Im disappointed in the way purco puts clients in the middle when I worked with my agent and kept her apprised of State Farms process. If this is Purcos stance they should petition the court to removed them as the party to receive restitution and put my name  

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

  Business Response

  Date: 08/27/2024

  We would be happy to petition the court to re-name ************************* and her insurance carrier as the payee on any restitutation from the third party once the claim is paid in full. To date, this claim still has a balance of $2,266.45 as no payment has been received from State Farm. Either way, if the claim is overpaid, a refund will be issued. 

  This will be our last substantive communiation through the BBB as this is not the proper forum for any back and forth discussions on this claim. If ****************** would like to reach out to PurCo to discuss this matter further, we invite her to do so. We will not continue a back and forth through the BBB as it is neither the proper forum nor is it the most effective way of resolving any concerns. ***************** is welcome to call me directly to address and resolve her concerns.

• Initial Complaint

  Date:06/06/2024

  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 5/29 I rented a car from Hertz Rental Car at the Columbus, OH airport. I returned the car on 5/31. The employee from Hertz checked in the car, walking all the way around the car, made no mention of any damage (since there was none) and gave me a receipt for my 2 day rental. It seems this location of Hertz is owned by a franchise owned by Byers Car Rental LLC. Today I received notice from a company called PurCo Fleet Services, Inc. alleging the car had damage that I might not have noticed but I was liable and saying I owed $1249.35 - $759 for Physical Damage, $190 for the loss of use, $300 for administrative fees. This is obviously a scam as there was no damage to the vehicle when I returned it. I've included the email from PurCo. Can't something be done to shut this company down? What government agency can do that?

• Initial Complaint

  Date:06/06/2024

  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.

  I rented a vehicle from ***** in *********** ************ from 8/2/2023 to 8/9/2023. The vehicle was given to me filthy in a dimly lit parking lot. I returned the vehicle in the same condition that it was given to me. Several weeks later PurCo contacted me claiming that $4,000 of hail damaged occurred while I was in possession of the vehicle. It did not hail where I was while in possession of the vehicle and I provided PurCo NOAA weather reports proving that fact. They refuse to acknowledge the facts and are attempting to commit fraud by claiming that because I didn't notice the damage on delivery that I am liable.

  Business Response

  Date: 06/20/2024

  When Mr. **** rented the vehicle, he signed the vehicle damage tag that states he acknowledges the
  condition of the vehicle. The vehicle was checked out at 9:48 pm from the *********** location. The
  rental location is well lit at night, and damage could be seen were there any existing.  At no point during the claims discussion did
  Mr. **** mention the vehicle was dirty until now.
  The return inspection report taken on August 9th states the damage is present, as well as the photos
  taken show the damages.
  Mr. **** gave a location of where he stayed but did not provide documentation placing him in Water
  Town, SD for the duration of his rental period. His providing of the **** report shows limited to no
  hail, but that does not negate the damage to the vehicle. I have acknowledged this with Mr. ****, but
  nothing from him has shown the vehicle had these particular damages at pick up, nor has he shown the
  damage was not present at drop off.

• Initial Complaint

  Date:05/09/2024

  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.

  October 25th, 2023, I accidently backed into a car that was parked in my yard at *********************************************. The bumper of my Dodge Ram put a small dent in the trunk of the leased car of our visitors.After claim was paid by Progressive, my insurance company, Purco Fleet Services ***** **************************** (their claim number: ******). Purco is continuing to request additional money from the lady that leased the car, *************************. Purco is requesting an additional $2,506.63 for loss of use (***** days at $55. a day) and an Administrative Fee of $500. These expenses cannot be proven. This is making the assumption that ******* had a customer that wanted to lease the car and no others were available. That would be a loss based on an assumption.Purco was also advised to file an additional claim for any other expenses to Progressive but that hasn't happened because of the lack of evidence. Yet they continue to demand additional funds from ***** and or myself.Would like this harassment to stop.

  Business Response

  Date: 05/17/2024

  ******* is neither a consumer or customer of ********************** nor is she a consumer or customer of ********************'s client. 

  ************************* indeed rented a vehicle from a Thrifty licensee out of ********, **** from October 21, 2023 through October 25, 2023. When ******************* rented the 2022 ****** Corolla, she was given the option to purchase a Loss Damage Waiver which, in most circumstances, would have waived her responsibility for any damage sustained to the rental vehicle. It is important to note that the Loss Damage Waiver (LDW)would only waive the renters responsibility for damage to the rental vehicle.As this damage was caused by a third party, that third party would be responsible for the damages. Unfortunately, ******************* denied any such waiver of damages making her responsible for any damage to the car during the course of her rental period.

  
  Under the renters responsibility for damages to the rented vehicle, the Terms and Conditions are very clear in that, 4.(a-c) Your responsibility for loss of or damage to the car and optional damage waivers a) Except as stated below, you are responsible for ANY AND ALL LOSS OF OR DAMAGE TO THE *** resulting form any cause including but not limited to collision, rollover, theft, vandalism,seizure, fire, flood, hail or other acts of nature of god REGARDLESS OF FAULT.b) Except as stated below, your responsibility will not exceed the greater of the retail fair market value of the car or its manufacturer buyback program value at the time the car is lost or damaged, less its salvage value, plus actual towing, storage and impound fees, diminution of value of the car as determined by Thrifty, AN ADMINISTRATIVE CHARGE, and a charge for LOSS OF USE,regardless of fleet utilization.

  
  As ******************* declined the **** she became responsible for the damage to the vehicle, including Loss of Use and an Administrative Fee/Charge, regardless of fault. While PurCo did, as a courtesy, process this claim through the third partys insurance carrier, Progressive, they only paid a portion of the actual cost of repairs and they have refused to pay any of the Loss of Use or Administrative Fee. This is a common theme with Progressive as they routinely and unjustly chip at the actual costs of repairs and refuse to fully pay for any rental car damage claims. ***** was made aware of this and her obligations to fully indemnify and pay for the rental damages, including the actual cost of repairs plus Loss of Use and Administrative Fee.

  
  At this time, ********************* has paid $4,424.30 towards the cost of actual repairs in the amount of $5,372.18. This does not take into consideration the $1,058.75 in Loss of Use at Mrs. ******** rental rate of $55 per day for an estimated repair time of ***** days. After evaluating the actual time of repairs of 22 days, we are happy to correct that amount and bill the actual down time of $1,210.
  While we do appreciate ******************* renting with Thrifty in October, we certainly cannot afford to absorb a $947.88 deficit on the repairs to a vehicle that she ultimately rented for $306.68.

  
  This claim against ****************** is a valid claim and she is the ultimate party responsible for any damage to the vehicle, REGARDLESS OF FAULT, as stated in the Terms and Conditions of her rental. While it is unfortunate that Progressive is not making her whole, she will need to address this with Progressive after she pays the remaining balance of our claim of $2,506.63 ($947.88 in remaining repairs, $1,058.75 Loss of Use, $500 Administrative Fee).

  
  We invite ******************* to contact Purco directly to arrange payment for the remaining and unpaid damages.

  Customer Answer

  Date: 05/20/2024

  Progressive paid for damages made by my truck. 
  If additional loss is to be claimed, an additional bill is to be submitted to Progressive Insurance. 

  Business Response

  Date: 05/20/2024

  Thank you for your response and continued interest in this claim for damage that you caused to our vehicle. Unfortunately, ********************* is notorious for only paying a portion of the damages. They never pay for the full amount of repairs. They also never pay for Loss of Use or Administrative Fee which is not only owed under tort law, but it is also owed under the renter's contract. As Progressive has failed to pay this claim in full, we will be pursuing the full amount of damages, less what Progressive has paid to date, against the renter. If you would like to step in and indemnify the renter for the damages you caused her, then we can arrange direct payment with you. Your BBB complaint here should be directed towards your insurance company as they are failing to make you and our renter whole in this matter.

  It is clear that you are not satisfied, and will not be satisfied, with the fact that this claim remains open pending payment for the full balance of damages. Due to our inability to satisfy you by waiving what you and the renter owe us, we see no need to continue a back and forth dialogue through the BBB. This will be our last communication with you through this medium. Should you wish to contact us directly to resolve this matter, please do so and we would be happy to attend you.

• Initial Complaint

  Date:03/14/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 Feb 19-24th, I rented a car from Hertz rentals in Sioux Falls SD. The car was provided by PurCo fleet services. I drove the car to Worthington MN where it sat safely parked off street, unmoved for all 6 days, then returned the car to the Sioux Falls airport undamaged. On March 6th a PurCo representative called me to inform me that the car was damaged. Scratches were reported on the hood and trunk. They are now seeking over $2400 in damages from me. I did no damage to the car and have read that is is a problem for Sioux Falls and Rapid City rental customers. I would like to add my name to the list of people who feel they are being set up and scammed.

• Initial Complaint

  Date:12/23/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 am disputing this claim# ******* for windshield damage to a 2023 Jeep Gladiator which was rented on November 3, 2023. I have photos showing that was an unrepaired chip in the windshield at the time of rental, along with cracked tail lights, and numerous dents and scratches on the vehicle. Due to the lack of upkeep of the vehicle by Thrifty Rental Car, a small chip turned into a crack during the rental period.
  
  Upon returning to the airport, I checked the vehicle into the return station and no damage was noted by the attendant. Furthermore, the incident report states that the date taken was 11/29/23 which is weeks after the period in which I rented the vehicle. I appreciate you contacting me in this matter, however, I am not responsible for the damage due to negligent maintenance. I would like a written dismissal of these charges as I am not at fault for the damage.