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.

  655 Montgomery St Ste 600 San Francisco, CA 94111

• 

  Carrentals.com, Inc.

  1234 Westwood Blvd Los Angeles, CA 90024

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:07/22/2025

  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

• 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

  
  

• Initial Complaint

  Date:06/24/2024

  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.

  We booked a reservation for a vehicle that was supposed to be picked up on April 11th 2024 in ********* **. To which we were told we could reserve and pick up the car with a digital card. When we arrived to pick up at Sixt car rental, they stated no digital cards were accepted. Given that the person on the reservation did not have a phisical card to pick up the vihecle We were forced to cancel the reservation we originally had with Rentalcar.com to rebook a new reservation directly with Sixt through another person which had a physical card. Given that the issue wasnt our fault and out of our control rentalcar since we were missinformed, we called and was told we were going to be given a refund, which later the same day they refused. We fought it with our credit card only to be told we need to pay for the car we never got from them. I will never rent a car through them never again, their customer service is rude and will yell at you when requesting the refund.

  Business Response

  Date: 06/27/2024

  June 27,2024
  
  Better Business Bureau 
  ******,****** & ******************
  Complaint Department
  
  RE: Carrentals.com Case # SF- 03084402
  
  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 *********************************** (BBB case number ********) regarding a car reservation.
  
  We request that ******************** provide us with the email address or phone number used to book the reservation and the itinerary number. The requested information will enable us to address Mr. ********* concerns appropriately. If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Thank you,
  ***************
  Global Traveler Resolutions Team
  Carrentals.com

• Initial Complaint

  Date:06/14/2024

  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 thought $338.46 plus $44.00 for insurance was a great deal for a 4-day car rental in ****** through CarRentals.com. Boy, was I wrong.First surprise: after booking, the confirmation email including the insurance policy came from Expedia. Turns out, CarRentals.com is an **************** Fast forward to ******. At the Alamo counter, I was informed that the insurance I purchased through CarRentals.com was useless. The agent advised me to go directly through them next time and said I had to buy new insurance and seek reimbursement from CarRentals later.The total charges skyrocketed to 870 (about $930.77), nearly triple the original booking amount:214.12 for time and distance ***** for premium location charge ***** for RFO 96 for a vehicle upgrade (although I didn't get an upgrade)16 for personal effects coverage ***** for TWR 110 for CDW ****** for taxes and fees (TVA - TN)How about these cryptic acronyms in my invoice? Being obscure is a choice, and it's right there in the Alamo contract. Not a good look for them.Back in ********, I discovered CarRentals.com has no customer service number, just an unhelpful bot that directed me to *** surprise, surprise, they were the policy providers. I called ***, and TravelGuard answered. Hilarious. Through TravelGuard on the phone, I opened a ticket that remains pending.As a broker, CarRentals.com is not well-positioned to represent all the nuances of the charges in great detail, leading to a massive mismatch in expectations. With each company taking a cut, it's no surprise that the user experience is awful and the prices are inflated. A single entity managing car rentals would greatly improve the experience and lower costs. Until then, avoid CarRentals.com by Expedia and book directly with a reputable agency if only I knew which one.

  Business Response

  Date: 07/03/2024

  July 03, 2024
  
  Better Business Bureau
  ******, ****** & ******************
  Complaint Department
  
  Expedia Case # SF - 03048335
  
   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 ***************************** (BBB case number ********) regarding the extra charges done by rental provider. 
  
  Our records indicate on April 20, 2024, **************** booked an Economy 4/5Door Car reservation under itinerary ************** for five adults. 
  
  Upon reviewing the details, weve determined that the charges in question are not mandatory. we reached out to Alamo car rental, and they confirmed that the rental agreement **************** signed upon pickup included all the charges listed in the invoice (such as AEP, CDW, and RAP etc.). Additionally, **************** opted for a vehicle upgrade, there was an additional charge for refueling the vehicle. While we appreciate your understanding, it appears that the rental provider has a signed agreement covering all charges, and unfortunately, we cannot make further adjustments.

  We thank you for allowing us the opportunity to address the issues that were 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