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: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,
  
  *****************************

• Initial Complaint

  Date:01/01/2023

  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 made a prepaid booking through car rental.com for a December holiday trip to **. My confirmation email said no cancellations or changes. My flight was delayed due to a snowstorm and I got to LA a day late. I called the car company (Priceless) but no one answered. I contacted carrentals.com and they said they would try to make sure the car would be there for us a day late. We arrived and there were no cars left. Priceless told us to call carrentals.com for a refund. I called and chatted with several people there who told me that being late is considered a cancellation so they will not refund my prepaid charge. I never got a car from there and didnt get my money back. If their confirmation email said that if my plane was 2 or more hours late it was a cancellation and I wouldnt get a refund I would have never booked through them. I travel a lot and rarely have an on time flight. Id like my money back since the car was not there and I had already paid for it.

  Business Response

  Date: 01/04/2023

  January 04, 2023
  
  Better Business Bureau
  Complaint Department
  
  RE: Expedia Case ********
  
  
  Dear Better Business Bureau,
  
  Thanks to BBB for taking the time to contact Car rentals.com regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.
  
  Car rentals.com is responding to the consumer complaint from ************* (BBB case number ********) regarding a car reservation under the itinerary 72425329673098.
  
  Upon checking the details, we can see ****************** have contacted our support team on December 30,2022 requesting to have a refund as their flights were delayed for 1 day and when they reached at the car pick up location , Priceless car rental denied providing any car and our representative then contacted Priceless rentals to get the waiver for full refund which was denied and were asked to share an email which our representative did shared but rental have replied that they cannot issue a refund as the reservation has been marked as no show.
  
  Thus,we are unable to proceed with ****************** request for refund as the rental have denied for any refund. We understand that the response was not as ****************** would have hoped.
  
  We thank you for allowing us the opportunity to address the issues brought to our attention while. If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
   Sincerely,
  
  *********************
  
  Global Travelers Resolutions Team
  Expedia Group.
  

  Customer Answer

  Date: 01/04/2023

   
  Complaint: 18669739
  
  I am rejecting this response because: Carrentals.com is blaming Payless cars for denying the refund. But Payless told me to contact Carrentals.com because they are the company I paid. They are blaming each other for not issuing a refund. I would still like a refund since I did not cancel the reservation and did not get a product I paid for (the car rental). 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/30/2022

  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.

  Rented a car for my son ****** (pick up ***) on carrentals.com- original dates were interrupted due to tropical ***********************- rental agreement was adjusted to reflect 2 less days of rental-Car that was originally booked was not what was received, $70 deposit wasnt credited on my agreement, many additional charges were added against my permission- was charged over double than what was expected- tried to resolve when drop off not successful- have repeatedly called carrentals.com to no avail- have sent in documentation illustrating overcharge- can not get someone to review and respond accordingly- did file a dispute via **************** so they are looking into it as well I have attached original reservation that was made, the updated reservation of what we expected to pay ($70 is not credited here) and what was actually charged Upon receiving the car, the agent was extremely rude, a bully with the paperwork when my son infatically indicated he didnt not want any additional add ons

  Business Response

  Date: 12/02/2022

  December 2, 2022
  
  
  Better Business Bureau
  ******, ****** & Western **********
  Complaint Department
  
  RE: CarRentals 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 a Car Rental reservation. We understand *********************** is seeking a refund for USD 70.
  
  I'm sorry for the unpleasant experience the guest faced and will make sure to share the feedback with the agents. I have investigated the case and have issued a refund for USD 70 which would be credited to the original form of payment within 5 to 7 business days.
  
  If you have any further questions, please feel free to contact us.
  
  
  Thanks,
  *********************
  Traveler Resolutions Team
  CarRentals.com

  Customer Answer

  Date: 12/02/2022

   
  Complaint: 18486527
  
  I am rejecting this response because:the merchant did not appropriately provide a refund. They failed to address- the rate change for lower level of car, plus all of the added charges that the counter attendant bullied onto my bill. My total bill should have been around $500 minus the $70 (credit received). I was charged $1030-

   

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

  Business Response

  Date: 12/12/2022

  December 2, 2022
  
  Better Business Bureau
  ******, ****** & Western **********
  Complaint Department
  
  RE: CarRentals Case # ********
  
  Dear Better Business Bureau,
  
  Thank you for forwarding the consumer rebuttal from *********************** (BBB case number ********) regarding a Car Rental reservation. We regret to hear *********************** did not accept our resolution offered.
  
  We have reviewed the information *********************** provided to further address her concerns.
  
  We have contacted Dollar Rent-A Car and advocated on the guest's behalf, and unfortunately, they are not willing to waive the charges as the charges were for the additional services and are considered valid.
  
  If you have any further questions, please feel free to contact us.
  
  Thanks,
  *********************
  Traveler Resolutions Team
  CarRentals.com

  Customer Answer

  Date: 12/13/2022

   
  Complaint: 18486527
  
  I am rejecting this response because:
  

  The person at the counter was a complete bully when it was infatically stated that no additional items were to be included. Additionally, I didnt receive the level of car that I was charged.
  

  I tried to address this in person  upon returning the vehicle but I was once again given the run around 

  in summary, I was overcharged in excess of $500 and completely taken advantage of and disrespected 

   

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