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:01/01/2023

  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,
  
  ***********************

• Initial Complaint

  Date:11/22/2022

  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 am seeking help to get a refund from CarRentals.Com - I have used this company in the past and had no issues. I prepaid for a vehicle from Routes Rental Cars in ******* ** for $287.27. I arrived on 10/31/22 to pick up car that I rented. I was aware of the $500.00 security deposit to which I gave them my ********* credit card to run with no issues (charge is still pending on my citi card and has not been released still to this day). After she ran my card for the deposit I was asked if I wanted to add a toll pass to which I said no I did not need it, Also was told I needed to purchase added insurance even though I confirmed with my policy holder Allstate that I was covered for a rental car. I have full coverage on my vehicle however Routes did not agree. They attempted to charge me another $203 to include more insurance as well as the toll pass to which they would not allow me to use a different card. I requested to cancel the transaction because I felt these fees were unnecessary and against my wishes. They advised me to call Expedia (CarRentals.com) and they could issue me a refund as I did not get the vehicle in question. They are claiming insufficient funds to rent the vehicle which was absolutely untrue. I was told my $500 security deposit would also be released however it is still pending as of 11/22/22. The reviews online for Routes are extremely bad and very similar to the interaction I had with them. You can not get a live person on the phone unless you call for a pick up at the airport. There is no one in customer care. The same thing happens for ********************** they only email and refuse to speak to me on the phone. They are claiming I knew the charges and because I didnt pay the fees and knew about a security deposit they wont refund my money even though I did pay it and have sent them proof of such. I am strictly looking for my $287.27 back as I never received a rental car from them. Thank you in advance I attached emails and pictures.

  Business Response

  Date: 11/24/2022

  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 October 31, 2022 via mobile site for arrival on October 31, 2022 and departure on November 7, 2022.
  I understand the traveler is requesting wants a refund due to the not being able to pick up the vehicle.
  We could not refund until approved by the car rental company.
  Conclusion/Resolution:
  We apologize for the inconvenience in this matter and we understand the frustration.  We are allowing the dispute process to be completed before we can see if a refund is available.
  Thank you for bringing this matter to our attention and allowing us a chance for resolution.
  Kind regards,
  Jalen B.
  Traveler Service Resolutions Team

  Customer Answer

  Date: 11/24/2022

   
  Complaint: 18450865
  
  I am rejecting this response because: I am unsure what they mean. What dispute are they speaking about because their employee emailed me back stating they were unable to help further if my financial institution was involved which it isn't. And I responded telling ******* that. My credit card company was involved but not my bank and that is where the payment came from on my debit card for the online purchase of the car. I am still seeking the refund as the rental car company had wrong doing by trying to force unnecessary fees. most recent email attached that I responded to

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

  Business Response

  Date: 12/08/2022

  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 wording used for the financial institution that is the credit card company or bank. 
  I understand the traveler would like a refund however we have not heard back from the car rental company and should already been processed if this is taken by the car rental company.
  
  Regrettably, our findings remain the same and we are unable to issue any compensation.
  We apologize for the customer issues we cannot offer any other compensation and since no new information can be brought forward we will close this case.
  Thank you for allowing us another chance to review this case.
  Kind regards,
  Jalen B.
  Traveler Service Resolutions Team

  Customer Answer

  Date: 12/12/2022

   
  Complaint: 18450865
  
  I am rejecting this response because: The refund should be issued by car rentals.com as that is who I paid. I don't understand how your company is refusing my refund knowing I never received the vehicle I paid for? How is that even a question. A customer pays for a vehicle and does not get it due to unnecessary fees that were not part of the original order should receive. refund. You closing this case is unacceptable you have not even made contact with me or the rental car company so how can you close the case?? I deserve my money back this is unfair and unacceptable your company is stealing from it's customers. I was told by Routes in order to get a refund I had to go through CarRentals.com. They told me specifically to contact you which I did then I had to bring my complaint to BBB because once again your company was not doing anything to fix this situation. 

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

  Business Response

  Date: 12/19/2022

  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 our response to the travelers query.
  I understand the traveler would like a refund for the amount of the booking for the car rental.
  As it pertains to car rentals and products by our company.  We advocate for the customer in order to receive a refund for the booking through the rental company. 
  We have contacted them without a response back this is why we normally will deny the refund request based on the rules of  the booking.
  We have decided to issue a refund for the booking as a courtesy.  The amount will be refunded in *************************** 3 to 5 business days.  The amount $287.27 has been sent to the original form of payment.
  Thank you for allowing us another chance to review this case.
  Kind regards,
  **************
  Traveler Service Resolutions Team

  Customer Answer

  Date: 01/05/2023

  
  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.
  

  Refund was received.

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

• Initial Complaint

  Date:10/18/2022

  Type:Order 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 for my vacation in ************** ******* with **************** on 10/4/2022 and had to cancel due to the car rental company conducting unscrupulous business practices. I contacted the third party company, CarRental.com who I booked through and paid my initial deposit of $90 to request a refund. CarRental.com stated they had to conduct an investigation which turned out to be them claiming they contacted the vendor and the vendor told them that they only requested a $250 deposit not $2500. CarRental.com took the word of the rental car company who they contract with thereby giving them a vested interest and advised me that they would not be providing me a refund.

  Business Response

  Date: 10/20/2022

  Dear Better Business Bureau,
   
  It has been my pleasure to assist with *************************************************, we have been unable to find the itinerary with the information they have provided.
   
  If the customer would be so kind as to respond with:
  

  Itinerary number:
  e-mail address associated with the booking:
  Amount of charge:
  Date booking was created:
  

  We apologize for any inconvenience and appreciate the travelers patience as we review their case after receiving this information.
   
  Best ****************************************************************** Resolutions Team
  

  
  

• Initial Complaint

  Date:10/17/2022

  Type:Sales and Advertising 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 car rental to take to ****** from *********, **. I was told that when I showed up there would be a $400 fee to take the car out of state and that the mileage was not unlimited as advertised because I was a local pickup. I contacted carrentals.com and was told that it was in the fine print on the website, even though it advertised EVERYWHERE in bold and on the confirmation email that the mileage was unlimited. The fine print that they were referring to was on their website under a header that stated additional restrictions for people over and under a certain age. I was not in either age category, so I assumed that those restrictions did not apply to me. However, this is where the special stipulations for Easirent car rentals had these ridiculous restrictions documented. Carrentals.com would have had my address to know that I was a local pickup but still sent me a confirmation stating unlimited mileage very clearly. I believe that this was quite predatory. I contacted carrentals.com and they refused to reimburse me at all even if the car was rented out again by someone else as I did not even pick it up. I believe that the website design is predatory in nature and that stipulations that are unusual should be more clearly displayed by carrentals.com to ensure that the consumer is aware. I have included where these stipulations could be found and you can clearly see how the placement of the stipulations and the fact that unlimited mileage is clearly displayed in all correspondence is completely misleading.

  Business Response

  Date: 10/20/2022

  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 CarRentals.com powered by ************* via the mobile site for pick up on September 25, 2022, and drop off on September 30,2022. At the time of booking, the traveler agreed to the following cancellation policy:
  
   Cancellations can be made free of charge up to 6 hours prior to your pickup time, and your card will be refunded in full. No refunds will be offered on bookings canceled within 6 hours of your pickup time or on any unused rental days.
  
  According to the complaint,the traveler was required by Easirent to pay an added $400.00 USD fee to take the car out of state in leu of the age requirements and being a local. The traveler also didnt receive unlimited mileage with the vehicle since is a local resident where the car was picked up. The traveler is requesting a refund due to those stipulations of the car rental.
  
  
  Conclusion/Resolution:
  
  We would like to offer our apologies for any inconvenience this may have caused the customer.
  
  Unfortunately, the stipulations of the car rental were given at the time of booking.
  
  Regarding, the Unlimited milage special mileage limits may apply to local renters. In case of limited mileage, an unlimited mileage option was available locally for a fee.
  
  For cross boarding going out of state, the car rental terms states. The travelers are not allowed to drive the rental vehicle outside the state where you picked it up.
  
  Any special conditions and requirements apply to local renters about age.
   Easirent requested to contact them directly for details.
  
  Easirent has informed us that they are not allowing a refund under their policies.
  We hope the traveler can understand that we, as an intermediary, are bound by Easirents policies and their application of those policies in this case. Accordingly, we are unfortunately unable to accommodate the traveler refund request.
  
  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:10/05/2022

  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 rented a car and pay for the insurance that they sell I went to the vendor that they told me to go to to get the car and the vendor asked me for 280 additional dollars for their insurance because they dont accept insurance that third-party insurance I paid for for the car on the website the company provided me they refund for the insurance but not the car they said I did not have the credit card I provided documents that I had a credit card but because I didnt give the lady the credit card at the time that I was getting the car I gave the cashier at the time of the purchase the card that they took the money off of that they dont accept that card . The card they took the money off of they dont accept it I have emails to prove all communication if I can CC you in the emails that will be better than uploading documents. I have more information if you want it I dont know if I should dispute with my bank or not. But the credit card they do not except is the credit card they took the money off of at the time that I was receiving the car I showed her my drivers license and the credit card that I used to purchase the car that was not accepted I have a valid credit card that I could have gave to her but I did not want to pay an additional $280 for the insurance

  Business Response

  Date: 10/08/2022

  October 8,2022.
  
  Better Business Bureau
  E.com - ******, ****** & Western **********.
  Complaint Department

  
  RE:  CarRental.com Case # RE:  18172689/87116

  
  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.

  
  CarRental.com is responding to the consumer complaint from Mr. *************************** BBB case number 18172689 regarding a Car rental booked under itinerary 72401067897066 .  We understand Mr. **************; is requesting a refund of Car rental in ***********.

  
  Upon further research, we are unable to find any communication with CarRental.com. We need to understand if Mr. ********* is looking for refund because they did not used the car? Our record reflect that Collision Damage Plan is already refunded from our end. In the complaint Mr. ********* is looking for refund of 280 USD, however our records indicate that the cost of booking is 266.00 USD.

  We respectfully request that Mr. ********* confirms the reason and amount of refund, The requested information will enable us to appropriately address Mr. *********** concerns. If you have any further questions or concerns regarding this matter, please feel free to contact us.

  Sincerely,
  *********************
  Corporate Correspondence Team