ComplaintsforMidway Car Rental

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 3/29/23 at 11:30AM I was given a rental car from Midway. *************************** contracts with them when customers are getting their vehicle serviced. Maserati stated to me that Midway would give me a Maserati Rental ** which they did not. Instead, they tried to give me a white 2-door Mustang. After the rental employee had trouble getting my car seat in the vehicle he told me we could switch the vehicle out. He then called another employee who was nearby and asked him to bring the vehicle back to swap cars. The vehicle was a gray 2021 Lexus UX which had a low tire *** of 25. I asked the employee about a Maserati rental or a bigger vehicle and he stated that the Lexus and Mustang was the only vehicles available at the time. I did not want the mustang because with a baby it seemed too unsafe and compact. I mentioned the tire pressure being low and the employee stated that I could just add air to the tire and it should be ok. The *** never went up when I added air. It rained this morning and the *** is now at 17. I am at work and can not leave due to the tire being flat. I contacted the Midway location in which the vehicle was issued and spoke with Supervisor *******. ******* told me that he could call roadside insurance to pick up the vehicle and when I get a chance, I could come get a replacement rental. I asked if they would meet roadside insurance at my job with another vehicle so that I could transfer my items and Car Seat to swap vehicles. He stated that he could not do that because it was against companies policy. I told ******* that it is raining and I have no where to sit my items and that I can not come down there after work to get a replacement vehicle and still make it to pick my child up from daycare on time. ******* was rude and unwilling to assist me. I asked for an area manager and he stated that they don't have one. I called customer service and found that ******* had lied. There is an area manager for that location whom still has not contacted me.

• Initial Complaint

  07/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I want Midway to remove my card from their system and refund my entire toll amount ASAP! The full refund amount should be $604.90! I have shown them numerous times that I have a toll account and that I was charged for those tolls. Per ************* email he said he would reverse those charges, but he is obviously a liar as those charges are still on my account.

  Business response

  08/10/2022

  Business Response /* (1000, 5, 2022/07/19) */ It is very disappointing to hear that **. ********* found our customer service to be unsatisfactory. However, our actions were in accordance with our company's terms and conditions (see attachments: Signed and agreed Rental Agreement by **. *********, page 1- bullet point 5; page 2- Parking Tickets and Moving Violations; page 4 - Option 1; Midwayrcarrental.com website - Car rental policies). The customer was provided with a rental agreement containing these terms and conditions on the day she procured the vehicle. In her initial email (6/2/22 - 2 weeks into the rental car), she requested a refund of the toll charges. She also indicated she had her own tollway account and was already charged for those tolls. We responded to her, advising that we had no knowledge of her account (since she did not email us prior to dropping the rental car from our account so that she may add into hers) and moving forward we would remove the vehicle from our account for the duration of her time in the rental (see attached emails dated 6/2/22 and 6/3/22). The customer sent documentation containing her tollway account information. However, the documents do not show any specific toll infractions or correlating charges. Subsequently, we continued to receive toll charges incurred by the rental vehicle on dates prior to her making us aware of her toll account. These infractions were billed to our account, and we charged the credit card on file, per our normal toll procedure. All the toll charges incurred prior to 6/2 and our accounting department needs time to audit to ensure the correct contract gets charged for us to get reimbursed. ******************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************* Finally, at no point in our communications with **. *********, was it ever indicated by us that any charges would be reversed, only that her rental would be removed from our company's toll account, to allow any future charges to be applied to the customer's account. As you can see no other toll violations were charged since we removed this vehicle from our account. **. ********* returned the car on June 17, 2022. Consumer Response /* (3000, 8, 2022/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not want a padded response. I want a refund of my money. I already provided a copy of the statement charges through toll roads. **. ******** specifically said in his previous email that if I provide proof that I was charged through my toll account that you guys would reverse the charges. All of the copies are attached to the previous complaint.

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