Business Profile

Auto Rentals and Leasing

Carrentals.com, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

36 total complaints in the last 3 years.
8 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:03/16/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car using car rentals.com and paid $280.56 immediately. Upon arriving at Fox rentals to pick up rented car I was informed of an additional $590 in fees that would have to be on same credit card which was not an option. I attempted to cancel with the rental company when we realized there was no resolution and I would be unable to pick up reserved rental due to additional fees. I was informed they could not cancel because it was booked third party and I would need to cancel through car rentals.com after chatting with customer support for an hour I was told I would need to contact Fox car rental to cancel the reservation. I again contacted Fox car rental who said they cannot do anything with reservations booked through third party and I would need to contact car rentals.com. I have again contacted car rentals.com whose offices are now closed. This situation could have been rectified However the apparent lack of regard and attention to customer satisfaction and/or resolutions made that impossible. I am now out a total of $280.56 for a car that I cannot pick up A reservation that cannot be modified by either party and employees who continue bouncing the customers back from one to the other. It is bothersome that this is the way Expedia and car rentals.com treats their customers. I would like my money refunded when no services were actually rendered in carrentals.com has absolutely zero intention of providing honest business practices and customer satisfaction.
Business Response
Date: 03/24/2023
Dear Better Business Bureau,

It has been my pleasure to assist with Case # ********. Our findings and resolution to the case are listed below.

Findings:
I can confirm that this reservation was created on March 6th, 2023 via CarRentals.com for arrival on March 16th, 2023 and departure on March 20th, 2023. At the time of booking, the traveler agreed to the following cancellation policy:
This rental is non-refundable. No changes or cancellation will be allowed for this reservation.
Get 100% refund on insurance if it is canceled before pick-up time. This will be canceled automatically with your car cancellation.

I understand the traveler is requesting a refund of $280.56 USD due to additional charges she was not made aware of until pick-up.
Unfortunately, we were unable to obtain a waiver from Fox Car Rentals.

Conclusion/Resolution:
We would like to offer our apologies for any inconvenience this may have caused the customer.
We have executively issued a refund in the amount of $280.56 USD for her rental and $50.00 USD for the car insurance. The refund will process on our side within 24 hours and return to the form of payment, used at the time of booking, within 3-7 business days or on the next billing cycle.

Thank you for bringing this matter to our attention and allowing us a chance for resolution.

Kind regards,
************
Traveler Service Resolutions Team
Initial Complaint
Date:02/27/2023
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 Friday 2/19/23 I reserved a Tesla Model Y through www.carrentals.com (itinerary **************, Confirmation K4072370069) for pickup on 2/24/23. I showed up at the Hertz location to pickup my rental. ***** told me they did not have the Tesla Model Y in-stock & the rep I spoke with at ***** said this happens all the time with companies like www.carrentals.com to make reservations without providing proper inventory of cars available, or restrictions. So, ***** tried to stick me into another vehicle that wasn't comparable to the Tesla Model Y. I told ***** that wasn't going to work & just to cancel my reservation. He looked at his computer & said he wouldn't be able to cancel it since it was booked on carrentals.com. So, I went *********** an inquiry to carrentals.com about what happened & asking for a full refund, since (1) I didn't get the car I rented & (2) I never ended up renting a car from *****. They said they would reserch the matter & would get back to me. Today (2/27/23) I received an email from carrentals.com saying they cannot honor the cancellation & would not be providing me with a full refund. I ended up having to rent a vehicle at Enterprise since ***** could not honor my reservation. I don't find carrentals.com response acceptable. I want a refund for services that were never rendered! I also filed a dispute with my bank about the $144 that was prepaid on 2/19/23.
Business Response
Date: 03/09/2023
March 10, 2023

Better Business Bureau
******, ****** & Western **********
Complaint Department

RE: CarRentals Case # ********

Dear Better Business Bureau,

Thank you for taking the time to contact CarRentals regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.

CarRentals is responding to the consumer complaint from **************************** (BBB case number ********) regarding a car rental reservation.

We are sorry for the unpleasant experience the traveler faced. Upon further research, we found that full refund of USD 144 has already been issued to the travaller.

If the trvaler have any further questions, please feel free to contact us.

Regards,
*********************
Global Traveler Resolutions Team
CarRentals.com
Initial Complaint
Date:02/24/2023
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 booked a rental car through carrentals.com on 2/16/23. I booked an SUV at a rate of $45.99 a day for 2 days. I've included the email confirmation of this booking which shows the amount due at pick-up and the base rate for 2 days.When I arrived at Budget to pick-up my car the rate was entirely different. Budget charged me $105.99 per day AND had many other fees. Budget told me that I booked through a third party (carrental.com) and it doesn't matter what they tell me because these are their prices. The amount due at pick-up was $271.14 and this can be seen on the attached receipt from Budget.On 2/21/23 I contacted carrental.com to investigate why such a big price discrepancy. Why would they quote me a very low rate only to find out the rate was substantially higher. They said they would investigate, and it appears they asked Budget for a refund. Budget did not refund and they sent me a generic email saying it was denied. I've attached a copy of this email. I did not ask Carrental.com to ask for a refund, I asked why they are booking car rental reservations at a low rate only to find out that rate is not true.
Business Response
Date: 03/08/2023
Hello Better Business Bureau,

It has been my pleasure to assist with case # ******** response. We apologize to our customer for any confusion or difficulty trying to reach a resolution, please see the findings and conclusion to the complaint below.

Findings:

We can confirm that on February 16, 2023, with Budget Car Rental using the website for an February 16, 2023 pick-up for return with a Midsize SUV returning the rental February 18, 2023.

Upon receiving the customers response, we immediately began to review the travelers confirmation to verify terms and conditions, or any addons that *** have been purchased.

Conclusion:

Expedia serves as a third-party intermediary for our travel providers, such as Budget, and our customers. As an intermediary, Expedia is not liable for refunds based on the actions of the travel providers. Our Terms of Use, to which you or someone authorized to make travel arrangements for you, agreed prior to making this reservation, makes this clear:

The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Expedia Companies or the ***************** The Expedia Companies and the **************** are not liable for the acts, errors, omissions, representations, warranties, breaches, or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Expedia Companies and the **************** have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure, or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.

Accordingly, any refund that would be received must be authorized or issued by the travel provider pursuant to their cancellation policies. Here, Budget is the travel provider with whom ************** made His reservation.

Upon reviewing the travelers confirmation, we can show that the car that was picked up was from the airport terminal which has different taxes and fees because of its location. The car that was rented through Expedia was for pick up at *************************************************************** and not the airport terminal. Another charge was added when the car was returned late at 5:00 PM instead of. Since the original reservation was with a different terminal we would be unable to process a refund.

We would like to thank the customer for their patience and understanding whilst we reviewed their concerns to offer this resolution to them. We would also like to thank the Better Business Bureau for providing this venue for us to answer and resolve the customer's concerns at this point we would consider this matter closed.

Kind ****************************************************** Resolutions Team

Customer Answer
Date: 03/08/2023

Complaint: 19490765

I am rejecting this response because: This simply isn't true and I've attached the initial booking showing the correct address for pick-up, all I did was change the dates. Stop trying to find away around the fact that you "quote" people one rate and let the actual merchant charge whatever it is that they want. Also, I didn't return the car late, Budget spent over an hour delaying my pick-up because of damage to the back of the vehicle.

Sincerely,

*****************
Business Response
Date: 03/20/2023
Hello Better Business Bureau,
Due to the customer's continued dissatisfaction, the case has been thoroughly reviewed again.
We apologize to our customer for any difficulty with getting a resolution in this matter.
I understand the traveler would like a refund for the charge claims over the amount of the booking.
Due to the additional information provided we have decided to refund the difference between the amount paid and our quoted amount. We need the customer to contact our customer care for a refund of the amount of $158.38. We need the card information to refund and have notated this for customer care.
Thank you for allowing us another chance to review this case.
Kind regards,
**************
Traveler Service Resolutions Team
Customer Answer
Date: 03/21/2023

Complaint: 19490765

I am rejecting this response because: There is no contact info provided by the company. I've called all the numbers on the receipts from this company and am unable to reach anyone familiar the matter. If I can't reach someone to issue the refund then I can't resolve the issue

Sincerely,

*****************
Business Response
Date: 03/24/2023
Hello Better Business Bureau,
Due to the customer's continued dissatisfaction, the case has been thoroughly reviewed again.
We apologize to our customer for any confusion with the customer care numbers.
I understand the traveler would like the customer care number for their booking.

Here is the number to contact **************.

Thank you for allowing us another chance to review this case.
Kind regards,
**************
Traveler Service Resolutions Team
Customer Answer
Date: 03/27/2023

Complaint: 19490765

I am rejecting this response because: See the attached screenshot. The number provided does not reach an agent that can actually complete the refund. The agent told me to email over proof that I am owed a refund, which I did. I was told it would be escalated and someone would reach back out to me.

AS OF 3/27/23 I HAVE NOT RECEIVED A RESPONSE OR MY REFUND AND THE BUSINESS HAS NOT PROPERLY GIVEN A PATH TO DO SO. CALL ME DIRECTLY!!!!

Sincerely,

*****************
************
Business Response
Date: 04/03/2023
Hello Better Business Bureau,
Due to the customer's continued dissatisfaction, the case has been thoroughly reviewed again.
We apologize to our customer for any confusion that number or Expedia customer care can be contacted.

Regrettably, our findings remain the same and we are unable to issue any
Compensation.
Thank you for allowing us another chance to review this case.
Kind regards,
**************
Traveler Service Resolutions Team
Customer Answer
Date: 04/04/2023

Complaint: 19490765

I am rejecting this response because: The response I received doesn't address anything. It was stated in a previous response from **************** that a review resulted in me being refunded $158 and all I had to do was contact customer service to receive the refund. I made multiple attempts to contact customer service to receive the refund but was unsuccessful. The Expedia agents say they don't have access to review BBB data????

Then today I get a response saying I'm no longer eligible for the refund that they promised????

Sincerely,

*****************
Business Response
Date: 04/11/2023
Hello Better Business Bureau,
Due to the customer's continued dissatisfaction, the case has been thoroughly reviewed again.
We apologize to our customer for any confusion with your refund.
The refund was processed on March 27, 2023.

Regrettably, our findings remain the same and we are unable to issue any Compensation.
Thank you for allowing us another chance to review this case.
Kind regards,
**************
Traveler Service Resolutions Team
Customer Answer
Date: 04/12/2023

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:02/17/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 1/29/2023, I booked a Routes car rental from carrentals.com (3rd party) website for 2/16-2/21/2023. I received a receipt stated that the car has unlimited mileage. I was flying into *********** then planed to drive the rental to my residence. On 2/16, I arrived at Routes; I saw the ** stated I'm only allowed to have 50 miles/day. I explained to them that on the receipt I have an unlimited mileage. The staff then asked the manager, the manager took my phone to read the receipt; then threw the phone back said that I need to read the fine print that I must follow their policy. Again, it did NOT indicated anywhere on the fine print that 50 miles/day cap applies. She then said, "I do not play, you can wait outside." I asked them if I could get a refund since it does not match what was stated on my receipt. I was then told that I will need to contact the 3rd party. I contacted carrentals.com, was able to only chat via app with ********. I asked ******** to see if he could cancel my reservation, he again was on the phone with Routes customer service, then to informed me that they will charge $24.99/day for miles over the 50 mile limit. I again stated, that is not what it said on the receipt. I then spoke with the staff again, she told me that since I am renting for 5 days, the total would be 250miles which is allowed. Then the manager said:" no, you are only allowed for 50 miles per day, we have a GPS tracking system. For any miles over the 50 mile mark,you will be charge 79 cents per mile plus fees, plus taxes. You are looking at an additional $200 plus dollars." I then asked ******** from carrentals.com to see if he could cancel it from his end, I will proceed to head to the airport to see if I can find any other rentals from other companies." While I was in transit back to TPA,I was told that they cancelled my reservation and told me that no refund is granted. NO ONE EVER SAID THAT NOR INFORMED ME. Carrentals failed to protect their customers. I was left strained.
Business Response
Date: 03/13/2023
Dear Better Business Bureau,

It has been my pleasure to assist with Case# ********: Our findings and resolution to the case are listed below.
Findings:
I can confirm that this reservation was created on January 30th, 2023 via Expedia.com for pick-up on February 16th,2023 and drop-off February 21st, 2023. At the time of booking, the customer agreed to the following cancellation policy:

100% refund if you cancel up to 6 hours before pick-up. There will be no refund in case of cancellations made after that or no-shows.
Get 100% refund on insurance if it is canceled before pick-up time. This will be canceled automatically with your car cancellation.
I understand the traveler is requesting a refund of his booking, due to a discrepancy with the mileage policy of Routes Car Rental agency, which resulted in the cancellation of his car rental.

Upon receiving this complaint, I reviewed the mileage policy with Routes to understand why the traveler was having the experience during the pick-up that he did.

Conclusion/Resolution:
I am very sorry for the confusion this has caused our traveler.

Because we value **** and understand the frustration this would have caused him, I decided to refund the traveler his booking amount of $166.32 USD to his original payment method. The refund may take up to seven days to appear in his account.

Thank you for bringing this matter to our attention and allowing us a chance for resolution.

Kind regards,
************
Traveler Service Resolutions Team
Initial Complaint
Date:02/12/2023
Type:Customer Service 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 reserved a rental car through the website: carrentals.com. I was delayed in arriving to the assigned company (FOX rental cars) for picking up my car but I did arrive with in their stated business hours. The company closed early for the day so I was not able pick up my car. I called their customer service number and they agreed that the office should have been open and insisted that someone would be there. They offered to send an email to the manager and told me to wait for them to contact me. I waited for almost an hour before deciding to rent a car from another company. I never received any contact from Fox rental cars and carrentals.com was unwilling to offer a refund because they said that Foxx didn't accept my claim. The only proof I have is my call log that shows where I called their customer service number from the closed office at *********** (first call at 9:49pm). The office was supposed to be open until 11pm that day.
Business Response
Date: 02/13/2023
February 13, 2023

Better Business Bureau
E.com - ******,****** & Western **********
Complaint Department.
RE: Carrentals.com Case #******** /00185038.
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 Mr. ********************* BBB case number ******** regarding Car rental booked with Fox Rent a Car between 7 Jan 2023- 16 Jan 2023.
Our records reflect that the reservation was canceled by Fox rent a car and ************** was marked No show. I was not able to find any record on ****************** contact to us informing about the late arrival. He did not reached out to us when there was no one at the counter and Fox rent a car closed their counter early. We have already contacted the car rental team and they have informed us that they were open till 11 pm. Unfortunately the screenshots of the call made to the car rental could not be considered as proof for arrival of ************** at the counter. We have advocated for ****************** refund but the Car rental team has denied the request, stating ************** was already marked no show and reservation has no value left. Please understands Carrentals.com as the third party have to abide by the policies that ************** purchased with Fox Rent a car.
Unfortunately, we will not be able to accommodate ****************** refund request as per policy. For future reference ************** should contact us via our chat or call when they are facing issues with the car rental so we can immediately help them then and their. While we regret that ****************** experience was not as we would have hoped, 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,
*********************
Corporate Correspondence Team
Customer Answer
Date: 02/13/2023

Complaint: 19390498

I am rejecting this response because:
I was never given a contact number or instructions to contact carrentals.com in the event of a problem. I certainly would have called carrentals.com had they given me a number to use in case of a problem. I was stuck at the airport at 10pm with no car.
The only information I had was that Fox rental car would be providing the vehicle. So that is who I called when there was a problem. I dont know how you expect me to prove that I was at a certain place other than having call logs showing that I did call them before they were supposed to close. *** also promised to return my call after they contacted the site manager and they never contacted me in any way.
You write in your response:
we regret that ****************** experience was not as we would have hoped
Thats a pretty clear admission of a lack of delivery of service.
This is exactly the type of situation where your company must step in to make things right. Clearly carrentals.com is not explicitly at fault for the fact that Fox rental cars decided to close and go home early on a Saturday night but as a broker you are responsible for the vendors/providers that you employ to provide services as promised. When your vendor/provider doesnt do what they are supposed to do you must take responsibility which you are refusing to do.

Sincerely,

*********************
Initial Complaint
Date:02/01/2023
Type:Billing 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 on car rentals.com looking to rent a car for my vacation. I was asked to leave my credit card info to reserve a car (but that I would not be charged). However, my credit card was charged twice. I had already paid for my car rental with Advantage car rental, however, carrentals.com charged my credit card twice for no reason. 1st transaction was on Jan 4, 2023 for the amount of $366.10 and another on January 7, 2023 for the amount of $294.59. I feel like I was illegally scammed by this company and would like my money back.
Business Response
Date: 02/01/2023
02 February 2023

Better Business Bureau
******, ****** & Western **********
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 *********************** (BBB case number ********) regarding car booking.

Our records indicate that on 19 December 2022, *********************** booked a pay later Car rental in ******* for 4 days with Advantage Rent-A-Car at a total cost of ****** USD under itinerary **************. We understand she is claiming that she was charged twice by CarRentals.com.

After receiving this complaint, we have reviewed ************************* account and found no charges by CarRentals.com for dates and amount mentioned by her in the complaint(1st transaction was on Jan 4, 2023 for the amount of $366.10 and another on January 7, 2023 for the amount of $294.59). Therefor we would request her to please contact her bank and dispute the charges.

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,
***************************
Global Traveler Resolutions team
Customer Answer
Date: 02/02/2023

Complaint: 18963807

I am rejecting this response because: my credit card info was shared and now I have fraudulent charges on my credit card.

Sincerely,

***********************
Business Response
Date: 02/15/2023
15 February 2023

Better Business Bureau
******, ****** & Western **********
Complaint Department

RE: CarRentals.com Case # ********

Dear Better Business Bureau,

Thank you for forwarding the consumer rebuttal from *********************** (BBB case number 18963807). We regret to hear *********************** did not accept our response.

We have reviewed the information shared by *********************** however as we could not find any record of these two charges we will advise her to dispute the charges with her bank.

Also as it is shown in the attachment she shared, charges were from RENTALCARS.COM and it is not a part of Expedia Group.

We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Regards,
***************************
Global Traveler Resolutions Team
Customer Answer
Date: 02/16/2023

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. My bank was able to take care of it.

Sincerely,

***********************
Initial Complaint
Date:01/23/2023
Type:Billing 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.

Complaint: 18718423

I am rejecting this response because: I rented this car through priceline.com who they sold it off to is not my concern

Sincerely,

*****************
Business Response
Date: 01/18/2023
Dear *****************,

Thank you for contacting us regarding your rental car reservation with U-Save for Trip Number.

We are writing in response to your Better Business complaint.

As we understand, the counter required you to add their ******************* to rent a vehicle. The confirmation email you attached shows that you booked your reservation through CarRentals.com, an affiliate of ************** which is a different booking company from Priceline.com. Kindly contact CarRentals.com for further assistance.

Thank you for your time.

Sincerely,

Executive Offices
Business Response
Date: 01/19/2023
Dear *****************,

We received your rejection.

Upon checking, you do not have a reservation with us. You booked your reservation through CarRentals.com, an affiliate of ************** Regrettably, we could not assist you with your concern. Kindly contact CarRentals.com customer service for further assistance.

Thank you for your time.

Sincerely,

Executive Offices
Customer Answer
Date: 01/19/2023

Complaint: 18718423

I am rejecting this response because: As I stated in the last rejection letter, I went on Priceline.com and rented the car. THEY PLACED IT WITH ANOTHER COMPANY, I am assuming that what they do, are they just brokers?

Sincerely,

*****************
Business Response
Date: 01/23/2023
Dear *****************,

Good day.

We do not have records of your reservation in our system since you booked your reservation through Carrentals.com, which is not our affiliate. Kindly contact CarRentals.com customer service for further assistance.

Thank you for your time.

Sincerely,

Executive Offices
Customer Answer
Date: 01/23/2023
I was searching the web for a rental car for a week. After checking priceline.com The 1st 7 or 8 cars were limited to 100 miles a day for ******* residents (as I am) So I chose the 1st car that was more expensive that had "UNLIMITED MILEAGE". I booked it. I had also purchased the daily insurance they offered for $10/day . I got an Hber to take me to the agency by the airport. When I arrived there was 6 people in front of me with only 1 agent. I waited 45 minutes for my turn. Finally when I got to the agent I handed him my paperwork, he said " for ******* residents its 100 mile limit a day". I explained to him why I booked this car at this agency and he said that that's a mistake it happens all the time" So I agreed to take the car because I waited so long. He then proceed to tell me that I had purchased the insurance, but that was just for the car and not Liability, I said that's ok with me, he said you must have the liability if you insure the car with them. I told him to remove the insurance, He couldn't!!! "Because I purchased the insurance online he couldn't he said. So I was now forced into paying an additional $30/day for insurance for a $13/day car. This is BAIT AND SWITCH AT ITS CORE WITH FRAUDELENT INTENT. I will guaranty this is how this agency work with every unsuspecting customer. I heard customer before me complaining about hidden charges and they all just said ok......to get on with their vacation. Most of the customers before me were foreign, and unfortunately they don't know how and who to complain to. I got home in another Uber to find that there was an $80 charge on my credit card. After calling back the company 3 times to finally get to someone to help me after explaining this story 3 times I was able to get a gentleman to refund the $80 So 4.5 hours later I am at home with no rental car. This cannot be allowed to go on, ************ plays on unsuspecting people to RIP-THEM-OFF. I am not stopping at BBB to get these practices to stop!
Business Response
Date: 01/30/2023
January 31st, 2023,

Better Business Bureau
******, ****** & Western **********
Complaint Department

RE: CarRentals.com Case #********/ 00168088

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 ********************* Case #******** regarding the car reservation.

Our records indicate that on January 09th, 2023, ************ made a car reservation with a pick-up date of January 09th, 2023, and a drop-off date of January 16th, 2023, however, the traveler didn't utilize the reservation due to the extra insurance charge asked by U-Save car rental team.

We are sorry to learn that, ************ made this reservation including ********************* however, still he was asked to pay the insurance for the car rental. As a token of apology, we have processed a refund in the amount of $80.00 to the original form of payment (MasterCard ending with XXXX-****) which should get credited to the same within the next 5 to 7 Business days.

While we regret that **************** experience was not as we would have hoped, 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 Resolution Team
Customer Answer
Date: 01/30/2023

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:01/16/2023
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 online from carrentals.com and paid for the insurance up front for our vacation in **********. When we landed in ********** we were driven to the car rental company pick up site and they proceeded to tell me that I had to purchase their insurance, I showed them my policy from carrentals.com and they told me that it was no good and that I would need to purchase theirs at $120 per day, for six days that would have been $720, I told them that the car rental and insurance was $473.70 including the $91 for insurance and why would I have to have additional insurance especially since my **************** also included automatic car rental insurance. I told them that it felt like a bait and switch and it was not correct what they were doing to the consumers and another client also had issues. I ended up refusing to take the car and took a Uber to my hotel almost 2 hours away and paid $120. I called carrentals.com and they have refused to reimburse me for the car rental and they have only agreed to credit me for the $91 of insurance. I would like to get a refund for the balance of the $429.67 minus the $91 refunded for a total of $338.67 and for carrentals.com to be more explicit and not offer insurance if their partners are going to require insurance when the vehicle is picked up.
Business Response
Date: 01/18/2023
January 18, 2023

Better Business Bureau
******, ****** & Western **********
Complaint Department

RE: Expedia 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 ********************************* (BBB case number ********) regarding a hotel reservation.

Our records indicate that ********************************* booked a car reservation, scheduled to pick up on 7 Jan 2023 for 6 days, under Itinerary number 72453845626877.
We understand that ******************************; has requested for the full refund of the booking as he did not pick-up the car.

We are happy to inform that we have initiated a full refund of $ ****** towards the card ending in ********************************** the bank account 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.

Regards,
***************************
Global Traveler Resolutions Team
Customer Answer
Date: 01/18/2023

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:01/16/2023
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.
I reserved a car rental through carrentals.com to be picked at 10:00pm on 12/25/2022 at ************** Airport. My connected flight from *************** to ****** had been cancelled at which time I contacted carrentals.com to advise them of such. The agent never advised me of any fees nor did I authorize any charges to my card. I later received an email from carrentals.com with a receipt for $442.99 for a car rental that was cancelled and never completed.
Business Response
Date: 01/17/2023
January 17th, 2023,

Better Business Bureau
******, ****** & Western **********
Complaint Department

RE: Carrentals.com Case # ********/ 00159596

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 ***************************** #******** regarding a car reservation. We understand **************** is requesting a refund.

Upon further research, we are unable to locate a Carrentals.com account related to **************** complaint. We respectfully request that **************** provide ** with the email address used to book the reservation and the itinerary number. The requested information will enable us to appropriately address **************** concerns.

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

Sincerely,

***************************
Global Traveler Resolution Team
Initial Complaint
Date:01/05/2023
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 was directed through booking.com to carrentals.com to rent a car in through Hertz in *********. I was quoted just over $500 for a 2-day rental, which was fair. I ended up extending the rental 1 day, expecting my final charges to be approximately $800 (including taxes and fees) for the 3 days. I was charged over $1700. The car rental company explained the additional charge was a "commission" to carrentals.com and booking.com. At no time, in any communication or on the website, was a commission stated. I have filed a dispute with my credit card company and will advise everyone to stay far away from carrentals.com.
Business Response
Date: 01/25/2023
January 25, 2023

Better Business Bureau
******,****** & Western **********
Complaint Department

RE:CarRentals.com Case # **- 150465

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 the car reservation.

Our records indicate on December 1 *****, ******************, or an authorized user of the ********************** account,self-booked a car reservation using CarRentals.com website, under itinerary 72442086485842.Cost of the reservation was USD$525.14.

We understand ****************** is seeking refund of excess amount charged by car company.

Upon receiving this complaint, we contacted ***** and got the information that ****************** extended the contract, picked up the vehicle at the Recova ************ office and returned it at the ********* ************** Since the rental condition changed, the rate changed as well. Hertz policy states that any changes to the reservation or rental may impact the rate.

Please know that CarRentals.com serves as a third-party intermediary for our travel providers, such as Hertz and our travelers. As an intermediary, CarRentals.com is not liable for refunds based on the actions of the travel providers. Our Terms of Use, to which ****************** agreed prior to making this reservation,makes this clear:

The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the CarRentals.com Companies or the CarRentals.com Partners. The CarRentals.com Companies and the CarRentals.com Partners are not liable for the acts, errors,omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The CarRentals.com Companies and the CarRentals.com Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.

Accordingly,any compensation or refund that ****************** may receive must be authorized or issued by the travel provider pursuant to their policies. Here, ***** is the travel provider. We understand that ****************** went through a phase of extreme duress and inconvenience and we strongly advise ****************** to escalate this directly to *****.

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,
***************
Global **************** Resolutions Team
CarRentals.com.com
Customer Answer
Date: 01/25/2023

Complaint: 18688311

I am rejecting this response because:I already spoke with ***** and they indicated these additional charges were directly from the 3rd party where I booked my reservation (carrentals.com) - that it was a commission to the 3rd party. This is a unacceptable response and I still expect a refund as requested.

Sincerely,

*****************************

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