Complaints

This profile includes complaints for Carrentals.com, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Carrentals.com, Inc.

  1111 Expedia Group Way W Seattle, WA 98119-1111

• 

  Carrentals.com, Inc.

  1234 Westwood Blvd Los Angeles, CA 90024

• 

  CarRentals.com, Inc.

  655 Montgomery St Ste 600 San Francisco, CA 94111

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:10/28/2025

  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 10/26 my flight had been cancelled, I googled budget rental car and got this number and called. I asked if there were budget they said no they were a rental car clearing service and could help me I said a need a rental car at ******************* as i was there and on way to the rental car location and lot s of flights had been cancelled at one time and wanted to try to confirm a car while on the bus to the rental terminal. They posed as working for all the rental car places and confirmed a reservation with Enterprise which was weird, they were acting a bit strange too and said it would cost $336 dollars and they needed a reservation holding fee of $196 and it would be credited at the counter. Their email to me went to the junk folder, but i found and hit authorized. They were in fact not related to car rental central number but some sort of scam reservationist number, they took my funds. when i got to Enterprise they said they did not know who that was and it looked a scam and they took my money and quoted my wrong ren tal prices to boot. Enterprise took care of me at the counter as should have been done. This is a scam company that misrepresents who and what they are doing. I am working with my bank to try to get these funds back.

  Business Response

  Date: 10/29/2025

  October 29, 2025
  Better Business Bureau
  ******,****** & ******************
  Complaint Department
  
  RE:*********** Case #********
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact ******* regarding an issue from our traveler. We appreciate the Better Business Bureau allowing us to address the comments and concerns that have been brought to our attention.
  
  Expedia is responding to the consumer complaint from ****** ******* (BBB case number ********) regarding the car rental booking.
  
  
  Upon further review, we were unable to locate an Expedia account associated with Mr.Sherrys complaint. To assist further, we request that Mr. ****** provide the following details:
  
  1) The email address used to make the reservation
  
  2) The registered phone number
  
  3) The itinerary number
  
  This information will help us investigate the matter. If the reservation was not made through Expedia or CarRentals.com, we respectfully advise Mr. ****** to contact the merchant directly, as we are unable to locate any booking under our platforms.
  
  We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter,please feel free to contact us.
  
  Regards,
  ****** K
  Global Traveler Resolutions Team

• Initial Complaint

  Date:09/26/2025

  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 Sept 6, 2025, I call a phone # on Hertz website to reserve at car at *********************. I received confirmation from carrentals.com, first $174. charge, then $204, then $704 was charged to my account. I called them and they said $500 was deposit would be refunded when car returned. When at *********************, ***** has no record of this reservation and we have to pay separately for rental car (using a different credit card). I contact carrentals.com and recorded them guaranteeing they will refund the entire $704 upon car return. Car returned 9-10-25 and no refund was made. Carrentals defrauded me out of $704.00 and I received NO SERVICE or Rental car on their behalf. When I called them back to complain, i was hung up on. PHone # on credit card statement has been disconnected.

  Business Response

  Date: 10/01/2025

  Sep 30, 2025
  
  Better Business Bureau
  ******, ****** & ******************
  Complaint Department
  
  RE: Carrentals.com Case: 19067335/********
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Carrentals.com regarding an issue from our customer. We appreciate the ***************************************************** us time to address the comments and concerns brought to our attention.
  
  Carrentals.com is responding to the consumer complaint from Ms.******* ******** (BBB case number ********) regarding car rental.
  
  Our records indicate Ms. ******* booked a car rental with ***** from September 6, 2025, to September 10, 2025, from ***************. We understand Ms. ******* is requesting a refund.
  
  Upon my investigation, Ms. ******* was not provided with the car she reserved through us, and she booked a new reservation directly with them.
  
  Based on our research, we are truly sorry for the hassle Ms. ******* encountered. We would like to inform you that for this reservation, no charges were made to Ms. ******** as the booking was under the Pay Later Agencyoption. We also confirmed with *****, and they have no record of any charge.
  
  Therefore, we request Ms. ******* to share evidence of the charge so that we can investigate further.
  
  We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Sincerely,
  ***** *****
  Global Traveler Resolutions Team

  Customer Answer

  Date: 10/01/2025

   
  Complaint: 23937248
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 10/21/2025

  21 October 2025
  
  Better Business Bureau
  ******, ****** & ******************
  Complaints Department
  
  RE: CarRentals.com Case 19067335
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact CarRentals.com regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.
  
  Expedia is responding to the consumer complaint from Ms. ***** Goellner's (22795351) regarding the refund of the charges.
  
  Our records indicate that Ms. ******** booked a car rental with ***** from September 6, 2025, from *************** for 4 days. We understand that Ms. ******** had stated that she has been charged 704 USD by the car rental which is more than the booking amount.
  
  Upon receiving the complaint, we have reviewed the documents provided by Ms. ******** and were unable to verify the charge in question from Hertz Car Rental and CarRentals.com. However, we contacted the rental company directly and shared the documentation while requesting a refund of the $704 charge. However, ***** had confirmed that Ms. ******** was not charged $704 by their company.
  
  We from our end have reviewed the Ms. ******** account and we are unable to find 704 USD charge from our end. As per the findings on the case, we advise Ms. ******** to connect with her Bank to file chargeback for the charged amount.
  
  We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Sincerely,
  Rajat
  Global Traveler Resolutions Team

  Customer Answer

  Date: 10/21/2025

   
  Complaint: 23937248
  
  I am rejecting this response because:

  I have provided all documented evidence that I was charged $704 by Car *************************** on September 6 with a copy of my bank charge.  I provided recorded voice mail evidence of this transaction and recorded promise of a refund.

  I provided evidence of an email from Car *************************** for a reservation in the amount of $204 plus $500 security deposit which equals the $704 total charge on my credit card from Car ***************************.

  We had to make another reservation as Hertz did not recognize Car *************************** reservation.  Car *************************** charged my credit card $704.00 and I want this amount refunded.  How can they deny a charge which I showed with evidence?  Why should my bank reimburse me when Car *************************** charged $704 and I received nothing in return?

  I have provided all evidence and copy of documents to the ************** tripped up column and upon a review, they could see clearly that I am due a refund of $704 from Car ***************************.  I don't care that Car *************************** cannot find this reservation or charge.  The Emails and phone conversations that were recorded are real evidence and clearly they are not understanding this issue.  

  My next outreach will be to my attorney due to fraud and theft.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:07/22/2025

  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 had booked a ****** car rent reservation on carrentals.com. The booking is pre-paid and I paid $1381.89 by my credit card. When I left my plane and went to Sixt car rent company, Sixt rufused to give me the car by no reason. And Sixt told me that they will not charge me my credit card and I can refund from Carrentals.com what I have paid them. So I telephoned Carrentals.com support team every day since then for more than 5 days. But ***************************** guys(from indians) told me again and again they will check with Sixt and will give me the result soon. But I didn't get the fair answer to me. Carrentals.com did not want to refund me my money back. We did not get the rented car and can't get my money back. Carrentals said they will check with Sixt and Sixt said that's the problem and refund policy flaws of Carrentals. Who got my money? Please refund me. Carentals car rental is a totally fraud car rental. Carrentals' rent experience is horrible. They stole and rob my money.

  Business Response

  Date: 07/29/2025

  July 29, 2025 
  
  Better Business Bureau  
  ******, ****** & ***********************;
  Complaint Department 
  
  RE: Expedia Case # ******** 
  
  Dear Better Business Bureau,  
  
  Thank you for taking the time to contact ******* regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.  
  
  Expedia is responding to the consumer complaint from Ms. ******* Ji (BBB case number 23640267) regarding car rental.  
  
  Our records indicate Ms. ******* Ji booked the car rental reservation with itinerary reference: **************. We understand Ms. ******* Ji is requesting a refund for the car rental. 
  Following the completion of our investigation, we regret to inform Ms. ******* Ji that her car rental reservation was not honored due to a documentation mismatch. Additionally, as we have not received a refund confirmation from the car rental agency, we are unable to initiate a refund for the referenced booking at this time. 
  As a travel agency, ******* serves as an intermediary and is required to adhere to the car rentals policies. As such, we do not have the authority to process refund requests independently. 
  We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. 
  
  Sincerely, 
  Devraj 
  Global Traveler Resolutions Team 

  Customer Answer

  Date: 07/29/2025

   
  Complaint: 23640267
  
  I am rejecting this response because:

  1.When the Sixt(car rental company) agent refused to give me the rented car,He told me that Sixt will not charge me any money and let me refund from Expedia. When Expedia told me that it is not OK to rufund, I called Sixt again and Sixt told me again that they will not charge and Expedia would refund me because of refund policy flaws.
  2.I present my Chinese driver license and credit card to the SIXT agent. Both docs are correct, effective and matched. But the agent told me the translation of drive license is not correct. The translation documents were not made by myself, but by the translation err of the driver license. Its the fault of the English translation company. So Expedia,Carrentals and Sixt should consider the cause of the details. Its the fault of the third party, not me. I ask Expedia and Sixt to renegotiate my refund case. Considering that I did my best to provide valid and correct documents to the Sixt agent, but due to a translation error caused by a third-party translation company, the **** refused to give me the car, making the rental transaction impossible, and I am not at fault in any way, EXPEDIA should refund my rental fee.
  3.This is my first time traveling to the ************* with my two children (one is ten years old, the other is 15 years old). I booked the car online in advance. After getting off the plane and waiting for over seven hours, almost overnight, the SIXT agent told me that they couldn't give me the car because my driver's license was mistranslated. I was completely devastated. I have prepaid $1400 in full(including tax) and have not received the service. Not being able to rent a car has made our travel in the ************* extremely difficult and delayed us significantly. Most devastatingly, we still have to pay for a rental car we haven't received. The thought of this makes me furious, and I can't imagine how I'll pay my credit card bill this month.
  Please consider the above special circumstances and I hope Expedia to work with Sixt to do their best to refund my car rental money.This is really a very big deal for me and my family. Thank you.
  Sincerely,
  
  Shaojun Ji

  Customer Answer

  Date: 08/08/2025

  Dear Mr. ****** R,
  Thank you very much for your prompt and kind response. I'd like to give more details of my case. I have a recording of my conversation with the manager of Sixt in the *********** (see attached). The manager's name is Mr. **** ********. His email is **************************** In the conversation, he clearly stated that SIXT had canceled my rental order and has refunded my money to carrentals. He also clarified that I can request a refund from your company, carrentals.
  We sincerely request that you continue to investigate and, from a customer service perspective, provide me with a satisfactory solution as soon as possible.
  Regards
  Ji Shaojun 
  

  
  

  Business Response

  Date: 08/13/2025

  August 13, 2025  
  
  Better Business Bureau   
  ******, ****** & ***********************; 
  Complaint Department  
  
  RE: Expedia Case # ********  
  
  Dear Better Business Bureau,   
  
  Thank you for forwarding the consumer rebuttal from ************** (BBB case number 23640267).  We regret to hear *********************** not accept our response offered. 
  We have reviewed the new information ************** provided to further address her concerns. 
  
  Our records indicate ************** booked the car rental reservation with itinerary reference: **************. We understand ************** is requesting a refund for the car rental.  
  Following the completion of our investigation, we regret to inform ************** that her car rental reservation was not honored due to a documentation mismatch. Additionally, as we have not received formal confirmation of a refund from the car rental agency, we are currently unable to process a refund for the referenced booking. While we acknowledge that the audio recording shared may suggest a authorization, we have not received a definitive or positive confirmation from the car rental provider to proceed.  
  As a travel agency, ******* serves as an intermediary and is required to adhere to the car rentals policies. As such, we do not have the authority to process refund requests independently.  
  We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.  
  
  Sincerely,  
  Devraj  
  Global Traveler Resolutions Team 

  Customer Answer

  Date: 08/14/2025

   
  Complaint: 23640267
  
  I am rejecting this response because:

  Thanks for Expedia and Carrentals reply that While they acknowledged that the audio recording shared may suggest a authorization, they have not received a definitive or positive confirmation from the car rental provider to proceed.  

  This is ridiculous. It is obviously that the recording of my conversation with SIXT shows that the rental company stated they had proactively canceled the my car order, would not charge me for the rental, and would refund the money to EXPEDIA. However, ******* claimed they hadn't received clear refund instructions and therefore couldn't process a refund to me. This clearly shows that EXPEDIA is trying to pocket my prepaid rental fee for a rental service that wasn't provided to me.
  
  I am deeply disappointed that EXPEDIA, a globally renowned consumer platform, treated my failed rental in this way. Through BBB's intervention, I hope other consumers will take note of this and avoid further deception.
  
  As a victim, I reserve the right to continue seeking recovery of my $1,400 rental fee through media reports and other legal action. EXPEDIA,Please respect yourself.
  
  Sincerely,
  
  Shaojun Ji

• Initial Complaint

  Date:07/22/2025

  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 had a car rental reservation 7/13-7/31 at Sixt in ***. The store did not give us the car because we hold non-U.S. driver's licences and promised to cancel the booking and would not charge us. As it required we called several times to CarRentals and Expedia to quest the refund. The reference number is ********. However, CarRentals.com Travel Team wrote an email to us indicated that it will not be issuing a refund. I do not know who get the money, Sixt or CarRentals? It is unreasonable to charge us the full amount since we did not receive any car. The policy flaw of Sixt can not ask us to pay for it. It is ridiculous! We strongly request the refund for this reservation.

  Business Response

  Date: 07/22/2025

  23.July.2025
  
  Better Business Bureau
  
  ******, ****** & ******************
  
  Complaint Department
  
  RE: *********** Case #********
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.
  
  Expedia is responding to the consumer complaint from Shaojun Ji (BBB case number ********) regarding the car reservation.
  
  I have reviewed the information provided but was unable to locate the booking details. To assist you further, I request Shaojun Ji to provide the registered email address, phone number, and itinerary number.
  
  Please note that the booking confirmation email includes the terms and conditions. I encourage Shaojun Ji to review these details. As a third-party intermediary, we adhere to the car rental policy, but we ask for the requested information promptly to advocate effectively on Shaojun Jis behalf.
  
  We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to the contact us.
  
  Sincerely,
  ******
  Global Traveler Resolutions Team
  

• Initial Complaint

  Date:07/08/2025

  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.

  I completed the reservation, and on the last window before I processed the payment, it said that I was due only for the collision coverage at that time, and the rest would be due at the time of the pick-up.Surprisingly, I found today that I have been charged the total amount for the entire rental period, which is something that I was not prepaid for.Then, I canceled my reservation a week prior, and it stated that I'll be charged $100, which will not be refunded.I'm surprised by the high number of discrepancies.A few days ago, I asked why I was charged the full amount and now not getting my full ********** will see photos attached to this email showing that I only asked to pay the collision coverage balance.Reservation dates:Jul 12, 2025 - Jul 19, 2025 Itinerary #: ************** Confirmation: **********

  Business Response

  Date: 07/09/2025

  8th Jul 2025
  
  
  Better Business Bureau
  ******************
  Complaint Department
  
  
  RE: CarRentals.com Case # ********
  
  
  Dear Better Business Bureau,
  
  
  Thank you for taking the time to contact CarRentals.com regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.
  
  
  CarRentals.com is responding to the consumer complaint from Ms. ****** ****** (BBB case number ********) regarding itinerary number 73162733838244.
  
  
  Our records indicate that Ms. ****** had booked a 7-day car rental with Sixt, scheduled for pick-up on July 12, 2025, and drop-off on July 19, 2025. A car protection plan through *** was also purchased as part of the booking.
  
  
  Upon reviewing the inquiry raised with the BBB, we found that the reservation was made as a Pay Now booking. While its possible this may have been overlooked at the time of booking, it was not reserved as a Pay Later option.
  
  
  The reservation has since been canceled, and we noted that a $100 cancellation fee was applied but not refunded. As a one-time exception, we have processed a refund of this $100 amount.
  In total:
  A refund of $382.06 was processed on July 6, 2025 (Refund Reference: 12302025187001965097025).
  An additional $100 refund has now been issued to the same Mastercard ending in XXXX-7489. Please allow ************************************************** ******* account.
  
  
  We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  
  Sincerely,
  ****** ****
  Global Traveler Resolutions Team
  

  Customer Answer

  Date: 07/09/2025

   
  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:04/07/2025

  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.

  Booked reservation through carrentals.com through ***********, rental car company canceled reservation, spoke to several agents through carrentals.com who told me I was eligible to be reimbursed for the amount I paid so far almost $300 dollars in 7-10days. I waited 14 days and contacted agency at ************** and when I did, I was told I would not be reimbursed. Then they asked me to list the several agents I spoken with and I said you should have it documented, each call. They played dumb and continued to tell me after waiting for my funds to be reimbursed I would not be reimbursed.

  Business Response

  Date: 04/08/2025

  08 April 2025
  
  Better Business Bureau
  ******, ****** & ******************
  Complaint Department
  RE: Expedia Case #*********
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact ******* regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.
  
  Expedia is responding to the consumer complaint from ******* ******** (BBB case number ********) regarding a car rental booking. We understand ******* is requesting a refund for the car rental booking.
  
  Upon further research, we are unable to locate an Expedia account related to ********* complaint. We respectfully request that ******* provide us with the email address used to book the reservation and the itinerary number. The requested information will enable us to appropriately address **************** concerns. Furthermore, ******* mentioned the booking book through ***********, which is not associated with Expedia.
  
  If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Sincerely,
  ****** *****
  Global Traveler Resolutions Team 

• Initial Complaint

  Date:02/10/2025

  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 called to ask a question about my upcoming car rental reservation. The gentleman the phone thought I wanted to cancel my reservation, which I did not. He canceled it and said he cant fix what he did. I still need a car rental when I arrive to *********** in 4 days and I was charged a cancelation fee of $100. Carrentals.com is doing fraudulent transactions to their ************** of unauthorized cancelation was 2/10/25 Date of $100 cancelation 2/10/2025 (that I did not authorize)Date of rental is 2/13/25 - 2/16/25

  Business Response

  Date: 02/14/2025

  14 February 2025
  
  Better Business Bureau
  Expedia - ******, ****** & ******************
  Complaint Department
  
  RE: Expedia Case # 07622816
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.
  
  Expedia is responding to the consumer complaint from Mr. ******* ***** (BBB case number ********) regarding refund of cancellation fees.
  
  Our records show that Ms. ****** had booked a car rental in ********* from February 13, 2025, to February 16, 2025, under Itinerary# **************.
  
  Upon reviewing the booking details, the reservation was canceled; however, due to a technical issue, a 100 USD cancellation fee was deducted from the total amount charged. A review of previous contacts shows that the last representative processed a ***************************************************** 3000 on February 10, 2025, which will appear within 7-10 business days.
  
  We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Sincerely,
  Dhamandeep
  Global Traveler Resolutions Team

• Initial Complaint

  Date:02/03/2025

  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.

  I booked a rental through ***** online for January ***** in *********. Our plane was delayed so I did a ****** search for Hertz to check on our reservation. Somehow the number I called happened to divert me to carrentals.com. I asked if this was ***** and wanted them to check on my rental reservation. I was told that rental was canceled since I had not picked up the vehicle by 2pm the designated time. I found that odd but in a panic, I allowed them to book another vehicle for me at what I thought was the airport rental location. In the process, I tried to use my Amex to book and they told me their system with Amex was down. I should have found this odd as well but continued. Our group made our way to the Hertz counter at the airport location and to my surprise, my original rental WAS ready and not canceled. I paid for that and found that I was charged a deposit for the carrentals.com vehicle. I called them tonight and disputed this charge and their claim is that they recorded the call and I agreed that this was non-refundable. My retort was that if I had not been lied to about my Hertz reservation, I would have never agreed to book a replacement. I have already disputed this charge with my credit card company but I felt compelled to add to the many complaints to this very shady company. Thank you.

  Business Response

  Date: 02/04/2025

  4 February, 2025
  
  Better Business Bureau
  ******, **
  Complaint Department
  
  Expedia Case #********
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact ******* regarding an issue raised by our customer. We appreciate the ********************** ("********************") allowing us the opportunity to address the comments and concerns brought to our attention.
  
  Expedia is responding to the consumer complaint from Ms. ******* ****** (BBB case number ******** regarding a car booking. We understand Ms. ****** is requesting for a refund. Upon researching Ms. ****** complaint, the email address *********************** could not yield any itinerary number in our system.
   
  We would request Ms. ****** to share her Expedia itinerary number and email address used while making the booking. This will allow us to research this matter properly and resolve it accordingly.
  
  If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Sincerely,
  ******
  Global Traveler Resolutions Team

• Initial Complaint

  Date:01/24/2025

  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.

  On Jan 19th, 2025, I made a reservation through carrentals.com to rent a vehicle from Fox Car Rental. Upon my arrival at the airport, I provided my ID and credit card at the Fox Car Rental desk. I was informed that a security deposit would be held on my card until the vehicle was returned. Unfortunately, when I attempted to swipe my credit card, it was declined twice. After contacting my bank, I learned that an alert had been placed on my account because I had not notified them of my travel plans outside my home state. After notifying my bank of my travels, I returned to the counter to swipe my card again. However, my card was declined once more. I contacted my bank again, who confirmed that my account was in good standing and that they had to lift a block. The bank representative confirmed to me that the card was fully ready for use at that point. I returned to the counter but was denied service at the counter and informed that my reservation would not be honored due to suspected fraud. I was instructed to reach out to carrentals.com for a refund. I contacted them the same day and was promised a response within 48 to 72 hours. It has now been five days, and I have yet to hear back from anyone.When I followed up again, I was told that it would take an additional 24 to 48 hours for carrentals.com to hear back from Fox Car Rental. I was left without any clear answer regarding the potential outcome if Fox Car Rental does not respond.I would like to point out that I provided all necessary identification, including my reservation details, ID, and credit ******* in my name. If there were legitimate concerns about fraud, I believe that the authorities should have been contacted rather than denying my rental service without further investigation.This experience has caused significant inconvenience and frustration. I was forced to pay almost double to rent another car on the spot with another car rental agency.

  Business Response

  Date: 01/24/2025

  Good afternoon, ******* *********,

  
  My name is Lelde and I am a Complaint's Executive at ******************************.
  
  Unfortunately, I was unable to locate your booking in our systems. Could you please share the 9 digit reference number that we have sent you in conformation email?
  

  
  Please be advised that we are not associated with carrentals.com. If you have booked a car through their website, I would advise to contact them directly.

  
  Thank you.

  
  Regards,
  Lelde

  Business Response

  Date: 02/06/2025

  February 6th, 2025. 
  
  Better Business Bureau  
  ******* & N. Illinois 
  Complaint Department 
  
  RE: Cheap Tickets Case # ********
  
  Dear Better Business Bureau,  
  
  Thank you for taking the time to contact Cheap Tickets regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention. Cheap Tickets is responding to the consumer complaint from ********* ******** (BBB case number ********) regarding refund request of your reservation booked with Fox Rentals Car under itinerary 72060799151582.
  
  Please know the car rental team has informed us they have marked you as No Show, I have initiated a refund of 263.01 USD in Mr. ********** original form of payment. The money should be credited in their **** card ending in XXXX-7564 within 5-7 business days. We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Thanks,
  ***** *****
  Global Traveler Resolutions Team.

• Initial Complaint

  Date:01/01/2025

  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 booked a rental with Hertz through carrentals.com . It was a special where you pre-pay and it's non refundable. I paid with a debit MasterCard. The money came out of the account. When I went to ***** they told me that they could not accept my reservation because I used a debit MasterCard and I would have to take it up with the third party booking site I chose to rent the car through. I was forced to pay for a second rental using a standard credit card. In good faith I originally booked and paid through carrentals.com and thought I was secure that there were no issues since money was taken from my account. This is a huge deal. I am not granted a refund because according to them this is not their problem. This is a scam.

  Business Response

  Date: 01/10/2025

  January 10, 2025
  
  Better Business Bureau
  ******, ****** & Western Washington
  Complaint Department
  
  RE: CarRentals.com Case #*******
  
  Thank you for taking the time to contact CarRentals.com regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.
  
  CarRentals.com is responding to the consumer complaint from ********* Prorok (BBB case number ********) regarding the hotel reservation under itinerary 72991044947822.
  
  We are sorry for the issues Ms. ***** encountered with her car rental reservation.

  After thoroughly reviewing their case, I would like to inform that the supplier has approved a full refund for the reservation. Despite the original non-refundable terms associated with the special offer, the circumstances surrounding the refusal of their reservation due to the use of a debit MasterCard were considered, and the supplier has agreed to process a refund as a gesture of goodwill.

  We have processed a refund of $186.88 USD to their MasterCard ending in XXXX-9188. Please note that the refund may take 7-10 business days to be reflected in the account, depending on their bank's processing times.

  If you have any further questions or concerns regarding this matter, please feel free to contact us. 

  Sincerely,
  Harrysha
  Global Travel Resolutions Team