Complaints

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:01/22/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 rent a car online and the total amount was ******. after arriving at the location I saw the reciept that I was overcharge by ***** dollars. the per day price was increase, I told to the counter and the manager about my concern and overcharge. The manager was helpig me out and said he couldnt remove the charge and he stated that only ****** was charge to the card and it would be fix at the end of the rental agreement. The manager wrote -***** on the reciept and I took the car with me. After returning the car I was charge ***** dollars to my credit card for a total amount of ******. I put a dispute on the card and was denied so i just reopen the dispute. I just want to resolve the issue and charge what is was supposed to be charge, the counter person was so rude and didnt want to help out and the manager didnt know how to solve the issue at the time of the rental. They told me to contact the company headquarters in ****** and see if they can resolve the issue which makes no sense since the problem was in the ** not in ****** and also told me not to worry about it since they only charge me ******.

• Initial Complaint

  Date:10/30/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 August 17, I arrived at Green Motions *********** location to pick up a rental car I had already paid for in full online. At the counter, the agent refused to release the vehicle unless I purchased additional insurance, charging me $95.96, despite the fact that my own liability insurance and credit card coverage met Californias requirements. Under state law, additional insurance is not necessary if the customer has liability coverage, but the agent disregarded this and insisted on the charge. After I objected, she still forced the additional insurance on me, claiming it was mandatory. I have since filed a dispute with my bank for a refund, but Green Motion continues to deny any wrongdoing. I am seeking a full refund of the $95.96 and an investigation into these unethical practices at this location.

• Initial Complaint

  Date:10/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  This concern is regarding a recent car rental experience with Green Motion Car Rental. I rented a vehicle on September 18, 2024 through a third party broker, Priceline, for a total listed price of $158.57, which was paid in full using my credit card, a card that includes additional liability insurance coverage for rentals. However, upon arriving at the location to pick up the vehicle, I was informed by the customer service representative that I was required to purchase additional "California insurance" at an additional cost of $367.92. This charge was not disclosed during the booking process, nor was I informed of any mandatory extra insurance prior to my arrival. I have traveled to ********** numerous times and have rented vehicles from various companies without ever being asked to pay such an exorbitant and undisclosed fee. This is an extremely deceitful tactic, as I was not given the option to opt out of insurance coverage I did not need. I forwarded a complaint to Green Motion, and the company responded by stating that it is the third party broker's responsibility in providing that information. The fact of the matter is that the rental agreement was with Green Motion, and I picked up the vehicle at their location. Regardless of where the initial booking was made, the ultimate responsibility for disclosing all mandatory fees and terms, including insurance requirements, falls upon Green Motion, as the rental provider. I'm requesting a full refund of the $367.92 for the additional insurance, as this cost was neither transparent nor necessary given the coverage already provided by my credit card.

• Initial Complaint

  Date:05/28/2024

  Type:Order Issues
  Status:

  UnansweredMore 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 writing about deceptive quoting practices and hidden fees that I was forced to pay in order to pick up the rental car. I rented a car through Priceline from Green Motion in LA for May *****, with an original quote of $100.53. When picking up the car, the agent forced me to pay the following additional fees totaling $275.52:(1) Collision damage waiver of $95.96, while refusing to accept the third-party insurance that I had purchased from Rentalcover.com (2) Roadside assistance of $47.96 (3) Renter liability protection of $79.80 (also refusing to accept my third party insurance)(4) Facility fee of $12.50 (5) A variety of other hidden fees All these extra charges are unreasonable and deceptive, and Green Motion seems to have a track record of this behavior.

• Initial Complaint

  Date:04/17/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 March 14, 2023, my family and I traveled to ********************** for spring break. I made reservation for a rental car at *** Airport. Green Motion Car and Van ****** came up as one of the car rental places at *** Airport. I chose a vehicle and paid for it. Once the payment was completed, I received an email with other instructions on. I did not completely understand the instructions so I began to call the numbers listed. From March 7th when I received the first email from Green Motion until the day we arrived (March 14, 2023, I was never able to contact anyone. I left several messages and no one returned my call. My complaint is this car rental location is not located at the *** Airport. My husband, my 7 year old, my 6 year old niece, and I was taken from the airport on a shuttle bus and dropped off at open lot with no covering and we waited on another shuttle bus from Green Motion to pick us. We stood in the rain for almost 30 minutes until my husband gave some man off the streets $10 for his umbrella. When we actually made it to the location, the shuttle bus let us out outside in the rain again. That is when I realized Green Motion had another name (U Save). Also reading the instructions we had to drop the car off at another location and wait on another shuttle bus to pick us up and pay another fee of $27.50. I knew our flight times and that's why I chose to get a car from the airport location because the airport locations are open 24/7. Green Motion need to stop advertising they are an airport location and also I asking for a partial refund because of all the trouble my family and I endured. If I would have known all this information up front, I could have made other arrangements for my family and I. This was our first time going to ********** and it was a horrible experience for us.

• Initial Complaint

  Date:02/27/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  The company (U-Save) claims that you must have a credit card to rent your vehicle. We presented a debit card and the employee claimed we needed to put down an extra ****** deposit ( totaling ****** ) and that we must purchase extra collision insurance which was an extra $76.51. The employee made it clear that if we did not do this we could not walk out with our rented vehicle even when we had prepaid and made our reservation weeks before with insurance. Supplier: Green Motion Basic Booking Reference Number: US688123800 Confirmation Number: CTR(B)-3739789-37180 Our goal in reaching out to the BBB is to get our refund of ****** owed to us from the company. We also wanted to express our concern to all future customers that walk through the doors of this location. In our opinion it is a company that preys on the complacency of agreeable people just hoping to get a car not interested in fighting unprofessional employees. In short, this company pushes people to purchase unnecessary insurance, deposits, and pressures them to sign paperwork in an unorganized manner for the sake of moving forward in renting a vehicle. We hope this information is helpful and most of all we hope that this company will no longer have the ability to do shady business in LA.

• Initial Complaint

  Date:12/08/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Date: 10/28/2022 Amount: $256.34 Service Paid for but not provided: Car rental Reason for Dispute: Requesting a full refund for service not rendered and for false statements of providing insurance for purchase Effort to resolve: The business has not made an effort to resolve the problem Confirmation Number: ****** ********* Trip Number: ************** ********* stated that Green Motion told them I did not show up for the rental. I indeed showed up and that confirmation is present in the email thread with Green Motion. I purchased car rental insurance for the vehicle through ******* as recommended by *********. The Green Motion associate said that ******* insurance is not accepted by Green Motion. I expressed my confusion as to why the insurance would be recommended as car insurance if it is not acceptable. I then asked if I could just purchase insurance through Green Motion. The Green Motion associate said that they do not offer insurance despite it being listed on the Green Motion website & ********* & *****. She then stated that I would be issued a refund. She then handed me a piece of paper with a phone number and email on it. I called the number and emailed and they said they are not required to give me a refund and that I should get my refund from *********. After contacting ********* they said I had to go to Green Motion. That circle has continued for well over a month now. I provided the Green Motion associate with a valid driver's license, credit card, insurance via *******, and requested to purchase insurance directly through Green Motion as advertised on the Green Motion website as well as the 3rd party sites in which I rented through and was told by your associate you do not offer those services. The money in this case is negligible. It is the principle that they are literally stealing money and lying. That is fraud.

• Initial Complaint

  Date:07/07/2022

  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.

  On 6/21/22 my partner and I went to pick up a rental car from Green Motion/U-Save in Los Angeles. Our encounter with the rental agent was borderline harassment when we tried to inquire into the details of the rental agreement. Ultimately, after going back and forth for nearly an hour about the car details, I was asked for my card a second time for the charge for the additional driver, which was verbally said to be $25 originally. When the agent said it would be $160, I said that she originally told me it would be $25. She paused, looked at her computer and said it would be $20 and that the liability would be $140 so it would be $160 total. And I said that was fine as long as that was the total together and not just the fee for the additional driver. She ran my card and had me sign the rental agreement before I was allowed to see itemized receipts of the cost. At that point, we got out of there. I didn't look at the printout until later and received the final invoice that indicated it was $20 daily for the additional driver. I've reached out to customer service and they refuse to do anything about this. Since then, I've reviewed reviews online of this company and they are HORRIBLE, with many people referring to them as con artists and scammers and that's exactly how I feel as a customer. By advertising cheaper rental cars, they have succeeded in making their profits by training their employees to directly lie to their clients and hoodwink us by having us sign things that we do not agree to. I'm not sure what BBB's capabilities are in this situation, but this is a dangerous business for the low-income individuals that they are targeting. This rental company should be investigated at the very least or shut down at the very best. They are causing harm in the community.

  Business Response

  Date: 07/19/2022

  Business Response /* (1000, 5, 2022/07/08) */ Customer's allegations are 100% false. I replied to the customer when they filed a complaint with our customer service department and provided a copy of the signed rental agreement where the customer purchased third party liability from our company as well as added an additional driver. The fees for both services were explained clearly and the customer initialed and signed accepting them. Customer also signed the total. Customer used her credit card to cover the car. Customer tried to get a free rental after the fact by complaining to our corporate office and by intimidating our agents. No refund will be processed on this rental. Thanks.

• Initial Complaint

  Date:06/24/2022

  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.

  This is a rental car company. I was given a car with expired tabs and rented the car for an entire week. I have an anxiety/panic disorder and this situation caused me a lot of anxiety. When I spoke with their manager and requested a refund he hung up on me.

  Business Response

  Date: 07/19/2022

  Business Response /* (1000, 5, 2022/06/28) */ The customer rented a Toyota Camry and used it for an entire week with no issues whatsoever. The car was registered with the DMV and tag was renewed. Customer did not receive a ticket nor returned for an exchange. Customer only mentioned this when she returned the car in order to get the unwarranted credit. The manager explained all of this, and customer was insisting on a credit for no reason. Customer did not incur any expenses that warrant a refund. car was clean and mechanically sound. We are unable to issue credit on this account. Thanks. Consumer Response /* (3000, 7, 2022/07/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is the company's responsibility to make sure the car's tabs were up-to-date, not mine. I should at the very least get a refund for the gas I put back in it or for the insurance charges. I have an anxiety disorder and this triggered a panic attack while I was on vacation. The moral thing to do would to provide a refund. Business Response /* (4000, 9, 2022/07/07) */ Customer was not charged for gasoline and insurance on the contract cannot be refunded after the fact. If the customer uses our services in the future, we will provide a complimentary double upgrade from the car reserved. We will do this a gesture of good customer service. Thanks

• Initial Complaint

  Date:06/22/2022

  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 had a reservation with the Green Motion Car Rental company listed at **************************************, for the dates of June 15th 2022 at 1730 through June 18th 2022 1730. My reservation number is ******. My reservation listed that a shuttle would pick me up from the airport. I waited a hour and no shuttle ever arrived. My reservation stated that the shuttle would run every 15 min, which means 4 shuttles should have come in that time frame. I arrived by lyft (36 US Dollars) to the Green Motion Car Rental Property. I retrieved the vehicle. The car was in good condition and the check in process was easy. On Saturday June 18th 2022, I was not able to make my scheduled time to drop the vehicle off due to a major accident on the high way. I am not from the area, so i was not familiar with the traffic. I called the Green Motion rental company for assistance with dropping the car off during the after hours time frame and received no answer. I called over 5 times (screenshot attached) and received no assistance. I even called Priceline, who directed me to call the rental company. I went back to my reservation and located a address on where to drop the vehicle off in a garage. I drove to the address and dropped the vehicle off and put the keys in the drop box. The next day, I received a text stating that the car is no where to be found and that I will be responsible for any loss/ damages. I responded and stated that I was on the plane at the moment and I would return a call as soon as I landed. I called over 10 times to get the issue resolved and received no answer. I was desperately trying to get this handled and received no help. I sent numerous text, called numerous times, and left numerous voicemails and have not heard anything back from the company. I have noticed (so far, as of this message 6/22/2022) a charge on my credit card for 316 dollars. I am unsure what this for and why I am being charged. I am seeking $352 dollars refunded & explanation. PLEASE ASSIST!

  Business Response

  Date: 07/08/2022

  Business Response /* (1000, 5, 2022/06/23) */ Good morning, Ms. ******** return date and time was 6/18/2022 at 5:30 PM to our location and our company (USave/Green Motion Car Rental. Ms. ******** retuned our car after hours to another car rental company in LAX (Allstate Car and Truck Rental). We received a call from Allstate on 6/20/22 advising us that our car was about to be towed and gave us 30 minutes to retrieve it. We immediately send 2 employees and were able to pick up our car. The contract was closed on the day we found the car (6/20/2022) at another car rental company. Ms. ******** incurred a 2-day charge and a $50 unauthorized drop fee. Our shuttle pickup instructions are posted on our website as well as every booking channel and Ms. ******** was aware of our pickup policy. Charges are correct and no credit is due. Thanks.