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:03/17/2025

  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 had a reservation booked via Wisecars to pick up my rental from Fox Car at the *************** on February 27th at 11:30 p.m. My flight was delayed from departure so I tried calling the car rental but no one picked up the phone. When I arrived in *******, the flight was further delayed. I had about 30 minutes left to pickup my luggage and take the shuttle to the car rental so I called the car rental desk again to let them know I will be late by 10 to 20 minutes but once again no one picked up the phone. At this point, I called Wisecars support and they attempted to call Fox Car as well but no one picked up the phone. The Wisecar agent suggested I should go to the rental facility and maybe someone will be there. When I arrived at the rental facility they were closed so I called Wisecars again and they told me to come back in the morning as I had 12 hour ***** period to pick up my car. I had to spend about $35 to take **** to my destination that evening and another $35 in the morning to get back to car rental facility. When I arrived at the car rental desk, I explained them my situation but in a rush, I had left my credit card on my desk but I told them I can call my wife to get he credit card number or even my bank to confirm it's my credit. The car rental agent insisted they will need the physical card to complete the transaction. I told them, I never had this issue before and in most cases car rental facility just put an extra hold on debit card. They refused to accept any other forms of payment and told me to call Wisecars for a refund as I paid the advance payment to them and not Fox rental. I called Wisecars again and they refused to refund me. I ended up renting another car from the a different vendor with my debt card but paying more as I didn't book in advance. I should've researched more on Wisecars as according to their one star ratings on various websites, this is common tactic they use to con people. I will never rent another car from them

  Business Response

  Date: 03/18/2025

  Dear Iqvinder,

  Thank you for reaching out. We understand how frustrating travel delays can be, and we appreciate the opportunity to clarify the situation.

  Your rental pick-up was scheduled for 11:30 PM, which was 30 minutes before the rental agencys closing time. While we always recommend arriving as early as possible, we also recognize that flight delays are sometimes unavoidable. Unfortunately, rental agencies cannot extend their operating hours, even when informed of delays. This means that even if *** had been informed about this, if you arrive after closing, you will need to pick up the vehicle the next day when the office reopens.

  Regarding payment, a physical credit card in the name of the main driver is a common requirement across the car rental industry. This is clearly stated multiple times during the booking process, including in the terms and conditions you agreed to at the time of reservation. Rental providers require a physical credit card for security purposes, and failure to provide one results in a no-show, as outlined in our Terms of Service.

  We understand that this was an inconvenient situation, but these policies are standard and enforced by the rental providers, which Wisecars has no control over. As the terms of your booking were not met, we regret that we are unable to issue a refund.

  If you have any further questions, please feel free to reach out at ************************************************************.

  Regards,

  ****** from Wisecars.

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 23078139
  
  I am rejecting this response because:

  Wisecars has hundreds of complaints across multiple websites for conning people over unavoidable situations.  They have one star rating on most websites including Better Business Bureau.  In my situation I did have a valid credit card but unfortunately it was left on my desk and they refused to take the actual credit number which I offered along with other forms of payment.  I've rented with my debt card from various car rentals, they just require extra security deposit.  I was even able to rent my car from Payless car rental on that same day with my debit card.  Their customer service completely disregards your situation and simply read script.  I explained to them that car rental was already in full so they could've easily taken my debit card or credit card # for security purposes.  Fox car rental informed me that only Wisecars can refund me since I already paid the full payment to them but they refused.  Wisecars like to drag in the rental facility into these situations as if somhow they are to blame but Wisecars is the company that is actually taking your advance payment.

  I contacted Wisecars multiple times and at somepoint they just stop replying to me when I asked them to contact me with their legal department so I can file proper paer work with court.  We are still looking to take legal action. I encourage anyone reading this to not do any business with Wisecars, they will sound very professional in their replies but at the end of the day, they are scam artists.
  
  Sincerely,
  
  Iqvinder *****

  Business Response

  Date: 03/24/2025

  Dear Iqvinder,

  Thank you for your response.

  I understand your frustration, and I want to clarify that the policy of *** not accepting debit cards is beyond Wisecars control, as it is a decision made by the supplier. We strive to ensure customers are fully informed about the requirements set by the rental agency, but ultimately, it is the responsibility of the customer to make sure they have the correct payment method and documents when picking up the car.

  We remain committed to providing a positive experience for our customers and are sorry to hear that you were dissatisfied with your interaction with us.

  Regards,

  ****** from Wisecars.

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23078139
  
  I am rejecting this response because:

  Please stop bringing Fox rental car into this.  I paid Wisecars and there was no service provided so I need a refund.  How do you charge a full payment upfront with any payment type but require a credit in person.  I don't want to go back an forth with you guys and we already even reached out your CEO, ******** ********.  I asked multiple times for your legal department's *** and their contact information and you continue to ignore me.  If we don't have a refund or hear from your legal department, we will see you in court.  We have multiple customers with same exact complaint.

  
  Sincerely,
  
  Iqvinder *****

• Initial Complaint

  Date:02/13/2025

  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.

  We purchased a rental car service voucher (Voucher #********) from Wisecars on December 21, 2024, for a rental period from January 15 to January 21, 2025. The voucher was issued on January 13, 2025. At that time, we had already left home for our travels.On January 15, we arrived at ********* at ************** as instructed to pick up our rental car. However, Record Go informed us that they could not proceed with the rental without an international drivers licensean undisclosed requirement at the time of booking. They advised us to contact Wisecars for a full ********* that moment, we made multiple attempts to reach Wisecars Support at **************, but no one answered. We also sent an email to ********************************** immediately, but we did not receive any response in a timely manner.Furthermore, Record Go advised us to try other rental companies, stating that some did not require an international drivers license. As a result, we were forced to rent a vehicle from ******** at our own expense.We are formally requesting a full refund of $180.26 ($113.35 for the rental + $66.91 for insurance). We also received confirmation from ********************* stating that cancellations made before the pickup date are eligible for a full refund, with all refunds processed by Wisecars.Given that we were unable to utilize the service due to a rental requirement that was not properly disclosed, and considering our immediate but unsuccessful efforts to resolve the issue through Wisecars Support, we expect a full refund to be processed promptly.Please confirm receipt of this request and provide an update on the refund status as soon as possible.

  Business Response

  Date: 02/14/2025

  Dear Miki,

  Thank you for reaching out regarding your rental experience. We understand that this situation was frustrating, and we appreciate the opportunity to clarify the details.

  The requirement for an International Driving Permit (IDP) for non-** license holders is clearly stated in the suppliers terms and conditions, which must be reviewed and accepted before proceeding with the payment. Additionally, after completing your booking, we sent an email reminding you that an IDP may be required depending on the country of rental, advising you to check the terms and conditions to ensure compliance with local driving regulations.

  As outlined in our policy, failure to meet the documentation requirements results in a no-show, and unfortunately, we are unable to offer a refund for the rental in such cases. However, regarding the insurance refund, we have already requested our accounting team to process it. Please allow some time for the refund to be completed.

  We encourage all customers to carefully review the terms and conditions before booking, as they contain essential information about required documentation and rental policies. If you have any further questions, please let us know.

  Regards,

  ****** from Wisecars.

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22937137
  
  I am rejecting this response because: See below

  Thank you for your response. I appreciate your clarification regarding the International Driving Permit (***) requirement. However, I must respectfully reiterate my request for a full refund, as the *** requirement was not clearly disclosed at the time of booking in a manner that would have reasonably informed me prior to travel.
  1. Lack of Clear Disclosure: While you mention that this requirement was in the suppliers terms and conditions, it was not explicitly highlighted during the booking process. The fact that you later sent an email "reminding" me to check suggests that this was not made clear upfront. Given that I was already traveling when the voucher was issued (January 13), I was unable to make any adjustments.
  2. Immediate Attempt to Resolve the Issue: Upon learning about this requirement at the rental counter, I made multiple attempts to contact Wisecars Support via phone and email, but I did not receive a timely response. The rental company, Record Go, specifically advised me to contact Wisecars for a refund, indicating that they saw merit in my request.
  3. Financial Loss Due to Undisclosed Requirement: As a result of this situation, I was forced to secure an alternative rental at additional expense. Had the *** requirement been clearly disclosed upfront, I would have either obtained the necessary documentation or chosen a different rental option.
  Given these factors, I urge Wisecars to reconsider its stance and issue a full refund for the rental amount of $113.35, in addition to the insurance refund that is already being processed. I look forward to your prompt response regarding this matter.
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:02/11/2025

  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 was recently involved in a car accident so I needed a long term car rental, so I found the WiseCars rentals because their prices seemed reasonable, so I reserved a rental car for 34 days and the price of the rental was 592$ and a 200$ deposit on pickup of the vehicle, and this company immediately changed 592$ on my debit card, then the next day when I went to Fox rental cars where they wanted me to pickup the car, Fox rentals stated they dont accept debit cards, and they said they would send me to a rental car company that does and that I would have to contact WiseCars for a refund, so when I contacted WiseCars they stated they dont give refunds and kept the whole 592 dollars that they had charged on my card, Now I could see if they charged like a 100 or 150$ cancellation fee, but to not refund me any of the 592 is very unreasonable!

  Business Response

  Date: 02/12/2025

  Dear *******,

  Thank you for contacting us. We're really sorry to hear about your situation, especially after going through a car accident. We completely understand how frustrating it must have been to show up at the counter expecting to pick up your car, only to be told you couldnt.

  During the booking process, we highlight multiple times that a credit card in the main driver's name is required to pick up the vehicle. This is a requirement set by *** and most rental companies, and without it, they wont be able to release the car. A credit card proves to them that you are not at financial risk, but with a debit card, the company cannot pull money if it has insufficient funds in case of an accident.

  I also want to clarify why a refund wasnt possible. Our policy allows cancellations up to 48 hours before pick-up, but after that, *** (and most suppliers we work with) charge us for the bookingeven if the car isnt picked up. Unfortunately, the agents at the counter dont have access to our contract details with *** and cannot advise on refunds for a reservation made on a different platform.

  That said, Id love to see if we can help in some way. Please reach out to our support team at *********************************** and we can check if theres an option to offer rental credits for a future booking. We truly appreciate you choosing Wisecars, and wed love the opportunity to turn this experience around for you.

  Regards,

  ****** from Wisecars.

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22925975
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ******. I feel that that is unacceptable because if they dont accept debit cards, then  why did they accept it when they charged 592$  in the first place?,and I still do not see any reason why this business should keep any fee of over 100 or ********************************************************* writing on the contract, Because no one would rent a car from them if they were to state ( total amount due for rental is non refundable if debit card is not accepted,) and no I do not want credit from this business because at this point, because honestly do you really think that I would ever want to use this businesss service after all of this?!? So I would only be satisfied if I receive at least 350 to 400$ of the money refunded back to me.

  Business Response

  Date: 02/19/2025

  Dear *******,

  Thank you for your response. I understand your frustration and would like to clarify the matter further.

  Wisecars and the car rental company you booked with are two separate entities. When you pay online, you're securing a voucher for your rental, but the car rental company still requires a deposit at pick-up. This deposit is taken in case of any damage to the vehicle, and it has to be placed on a credit card in the main drivers name because credit cards provide more protection than debit cards in these situations. Unfortunately, most rental companies dont accept debit cards for deposits because of the higher risk involved.

  I also want to be upfront about why we cant issue a full refund. Our agreement with rental suppliers means they charge us for the booking unless its canceled at least 48 hours before pick-up. If we refunded you in full, we would be taking that loss ourselves, which isn't something we can afford to do. That being said, we do want to make things right in some way, so were offering 75% of the amount as rental credit if you'd like to use it for a future booking. Just let us know, and well take care of it for you. Our agents will be also happy to help you search for a deal that does not require a credit card at the pick-up.

  Again, Im really sorry this didnt go as planned. If you have any other questions or concerns, Id be happy to help.

  Regards

  ****** from Wisecars.

• Initial Complaint

  Date:01/23/2025

  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.

  Service requested on Tuesday 02/05/2024, 10:00 PM,I paid : $444.39 for renting ****** Corolla for a week. First: After many boundaries they put infront of me I decided to cancel and leave. One of problems show up after my arrival : they wanted me to pay cash extra around $500 as acredit, because I am local and made the reservation from the Airport, which is not mentioned and no one talked to me about that.Second: Is the key reason, I did not got the car I reserved or a car in the same category or similar to ****** corolla this happened after we solved the problem of the credit card. In conclusion, Wisecars rentals they sell services of third party its name is Fox rentals. They dont have any control of the service provided by the third part, so I think they was not able to help so much. Finally, I did not get any services with a lot of problems show at the last moment. I did not sign any documents with them or agree with any of their policies or agreements. They told my at the location we will consider you dont show up, here where I decided to leave and ask fir refund which they refused to do up to now.

  Business Response

  Date: 01/24/2025

  Dear Atif,

  Thank you for contacting us regarding your recent experience. We are sorry to hear about the difficulties you faced at the rental desk.
  

  The reason the rental was refused was due to the absence of a credit card, which is a requirement outlined multiple times throughout the booking process. Without presenting a valid credit card, the reservation is considered a no-show under our policy, and as such, is not eligible for a refund.

  Regarding the $500 deposit, this is a standard requirement for local renters at the airport location, as stated in the rental terms prior to completing your booking. It is necessary for renters to meet these conditions to proceed with the rental.

  *** did not report any issues with their fleet or availability of the car category reserved, and there is no record of failure to provide a ****** Corolla or a similar vehicle. Wisecars acts as a broker, facilitating bookings between customers and third-party rental suppliers, but the rental experience at the location is managed directly by the supplier.
  

  We regret that this situation was not resolved to your satisfaction, but given the circumstances and the terms agreed upon, we are unable to process a refund for your reservation.
  

  If you have further questions or require additional information, please contact us at ************************************************************.

  Regards,

  ****** from Wisecars.

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22850965
  
  I am rejecting this response because:what you claim is not right, and I provided my credit card, so I show you my credit card today as an evidence. Anyway this issue was not last too long till we solve it.

  they asked me for cash deposits I already gave them my card so there is no problem with the deposit the problem with cash deposit of $500 the reason Fox representative told me is ( I reserved at the airport brunch while you are local resident) no body told me something similar.

  They dont have ****** Corolla ( the one I reserved) and they said we can offer you something similar which is not similar at all.

  I decided to not sign any contract or pepers and picked up my stuff and left to ****** dealership immediately.
  
  Sincerely,
  
  Atif Alsari

  Business Response

  Date: 01/27/2025

  Dear Atif,

  We sincerely apologize for any misunderstanding.

  To assist you further and resolve this matter, we kindly ask you to send us a picture of the credit card in question, ensuring all sensitive information is covered. You can email this securely to ************************************************************.

  Once we receive the information, well work quickly to investigate and provide a resolution. Thank you for your cooperation, and we appreciate your patience.

  Regards,

  ****** from Wisecars.

• Initial Complaint

  Date:01/23/2025

  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 complaint is in refence to a rental car I contracted with Wisecars. The issue lies in Wisecars Inc.'s inability to provide the rental vehicle as contracted and their attempt to impose additional, unjustified fees. I did not cancel the transaction but was left without the service I paid for due to their conduct.Upon arrival at the rental location, Wisecars demanded proof of insurance. To meet this requirement, I provided both my commercial vehicle insurance policy (from my own firm) and a personal auto insurance policy, both of which offer full coverage. Despite this, Wisecars deemed my policies unacceptable and insisted that I purchase their insurance product. When I requested to inspect the vehicle I had reserved, they failed to provide it, which further invalidates their contractual obligation.While waiting in line, I observed at least three other customers being denied the use of their own insurance and being pressured to purchase Wisecars' insurance. This pattern demonstrates a troubling and deliberate practice of prioritizing their own profit over honoring the terms of their agreements.Further research has revealed widespread dissatisfaction with Wisecars' practices, underscoring that my experience was not an isolated incident. The following are recurring themes from customer reviews, including complaints documented with consumer protection platforms and the Better Business Bureau (BBB):Reservation Cancellations: Many customers report arriving to find their reservations canceled without notice, often resulting in scrambling to secure alternate arrangements at significantly higher costs.Unavailability of Cars: Cars reserved and confirmed are frequently unavailable upon arrival, leaving customers stranded or forced to accept alternative vehicles.Non-Refundable Deposits: Wisecars has faced numerous complaints about unclear or late disclosed terms that prevent refunds, even in cases where customers believe a refund is justified.Inadequate

  Business Response

  Date: 01/24/2025

  Dear *******,

  Thank you for reaching out to us regarding your recent experience.
  

  We would like to clarify that Wisecars is not a car rental supplier; rather, we are a car rental broker that partners with various rental companies to offer competitive deals to our customers. In this case, your reservation was with Stride Rent a Car.
  

  As outlined in the Terms and Conditions agreed to during the booking process, the car rental company will require proof of your own insurance coverage for Collision Damage Waiver (CDW). If the insurance you provide does not meet the requirements stated on the Terms and Conditions accepted during the booking process, they may require you to purchase their own insurance. Unfortunately, if this requirement is not fulfilled, the reservation cannot proceed, and cancellations are no longer possible within 48 hours of the pick-up time.
  

  To assist you further, we encourage you to send proof of your insurance to ************************************************************ so we can review your case.

  We value your feedback and hope to resolve this matter promptly for you.

  Regards,

  ****** from Wisecars.

• Initial Complaint

  Date:12/14/2024

  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.

  Your Wisecars reservation number is ******** I needed a rental i got at the airport at 7:00 am when I rented the vehicle I was aware of $330.05 and $150.00 deposit but when I got to the counter the deposit was higher than I saw online, I reached out to wise cars and I was told they couldn't refund me the money because I rented the car and now the company couldn't cancel the rental because they would lose money because nobody else can rent the car now. It is $330.05

  Business Response

  Date: 12/16/2024

  Dear ****,

  Thank you for reaching out to us regarding your concerns. 

  We understand your frustration, and we want to clarify the terms of your booking. The deposit amount varies depending on the renter's situation, as outlined in the terms and conditions agreed to during the booking process: for customers arriving by plane (as this is an airport location) the deposit is USD 150, for local renters it is USD 500. I have attached a screenshot for reference.

  As this location is categorized as an airport rental, the USD 500 deposit applies to local renters. If these terms are not met, the rental company considers it a no-show, and the reservation cannot proceed.

  Unfortunately, once the booking is confirmed and the vehicle is reserved, cancellations less than 48h before the pick-up are not eligible for a refund as per our policy.
  

  If you have additional concerns, please let us know, and well be happy to assist further.

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22687120
  
  I am rejecting this response because:

   

  I have complain to *********** card already, but this people are shady. The clerk at fox rent a car told me that they couldnt cancel the reservation the only that could cancel was wise but this people just want to ripped people off.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 12/17/2024

  Dear ****,

  Were sorry to hear about your experience and any confusion regarding the cancellation process.

  If the reservation was made through Wisecars, it does need to be canceled directly with us, as our cancellation policy applies. Unfortunately, rental suppliers like *** are unable to process cancellations for bookings made through third-party platforms.

  Wed be happy to assist you with reviewing the details of your reservation and our policies. Please reach out to our customer support team so we can look into this further and provide clarity.

  Regards,

  ****** from Wisecars.

• Initial Complaint

  Date:12/10/2024

  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.

  On November 9th 2024 we completed a booking for a one-way car rental from ************** to ****************. The rental starts on Friday 27th December at 10am, and ends on Sunday 29th December at 10am. The price advertised was $******. We paid the full amount at the check-out page. We received a confirmation email shortly afterwards with some details re booking including the costs explanation in which it is clearly stated $0 left to be accounted for. I've copied and pasted below:RECEIPT You have paid for these items Car hireA$ ****** Amount paidA$ ****** PAY AT PICK-UP You will pay for these items at the counter Car hireA$ 0.00 Amount due at pick-upA$ 0.00 On December 4th we received an email from WiseCars explaining that there was an error and we had to pay a one-way fee of $300. This cost was NOT listed in any way on the booking. It we had been aware of this cost, we wouldn't have purchased the product. There competitors offering similar rates, and we would have continue the purchase with another company. We made plans with significant financial costs during the past month, confident the booking was confirmed and reserved. Thus cancellation isn't an option for us. We don't think we should be financially punished for not being correctly informed of the costs during the purchase of the product. We have emailed WiseCars and informed them of the Australian consumer laws but also the Honesty Pricing law in **********. We have asked WiseCars multiple times to honour the deal, and they continue to refuse. The outcome we are seeking is to retain our booking without paying for an extra-charge that we were not made aware at the time of booking. It is being requested on an incredible unreasonable time. For us it seems that the company is ignoring the law, and not abiding by their own terms of services.

  Business Response

  Date: 12/11/2024

  Dear *****,

  Thank you for bringing your concerns to our attention. We are sorry to hear about this and appreciate the opportunity to address your complaint.

  On November 9th, 2024, you completed a booking for a one-way car rental from ************** to ****************. At the time of booking, the one-way fee was not included in the quoted price, nor was it presented as being included. While the confirmation email provided a breakdown of costs, it did not state that the one-way fee was covered.
  

  Unfortunately, due to a system error, this fee was not displayed during the initial booking process. As soon as we became aware of this issue, we promptly informed all affected customers, including you, on December 4th, to ensure full transparency regarding the additional cost.

  I understand that you were considering other options from our competitors, but Id like to clarify that the original booking you made was for AUD 228. The one-way fee charged by most suppliers is around AUD 300, which makes it impossible for our competitors to offer a price similar to AUD 228 that already includes this one-way fee. 

   We completely understand your frustration, and we truly appreciate your patience. However, after carefully reviewing your request, we regret that we are unable to waive the fee for these reasons.
  

  We sincerely hope this helps explain the situation, and were here if you have any further questions or need assistance.

  Regards,

  ****** from Wisecars.

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22669911
  
  I am rejecting this response because:
  My partner and I travel frequently and have rented one-way cars. In all previous bookings, the fees and costs have been transparent. It is unacceptable and disrespectful to suggest that I was dishonest when stating that we did not purchase the service from another company, especially since the prices were competitive. There were similar products and we did the enormous mistake of choosing WiseCars. 

  
  

  We booked with WiseCars 45 days in advance to avoid stress during this busy period. I have attached evidence of a WiseCars booking to occur also in 45 days for the same route, timeframe, and conditions as our November 9th booking, showing a total amount of $260. To claim that such a price is "impossible" is false unless there is a technical error on WiseCars' website [again]. I have also included competitor rates from **********, which similarly offer competitive prices.

  
  

  Thus, since the "impossible rates" clause has been refuted, we cannot accept "it was an error" as justification for charging us a fee that was not disclosed on your confirmation email. Your statement that our booking "did not state that the one-way fee was covered" is concerning. It also did not state that the fee was not covered. This lack of transparency is misleading us and we find it unlawful; had the costs been clear, we would have chosen a competitor offering similar deals. Which I hope to have proven they are indeed real.

  
  

  We firmly understand as consumers that the product went against the Honest Pricing Law. We bought a product by being informed by the price and costs wisecars informed us. Your mistake is not our fault and we should not be affected. 
  Sincerely,
  
  ***** *****

  Business Response

  Date: 12/13/2024

  Dear *****,

  Thank you for your response.

  As stated on the booking page, there is a section labeled "Deal Includes" that outlines what is covered in the quoted price. The inclusion of this section implies that anything not listed there is excluded. Some suppliers even have extra taxes and fees when you arrive at the counter as these vary depending on the state/location.

  Regarding the competitive rates you found, I would like to reiterate that if the one-way fee for car rental suppliers is AUD 300, it's impossible to find a deal for less than AUD 228. The final price will be AUD 300 plus the price for the rental days plus taxes minimum. Unfortunately, the pictures you attached are the payment summary and the interaction with our support team.

  You remain eligible to cancel your booking with a full refund or proceed with the rental paying this fee, please contact us at ********************************** for further assistance. We apologize for any inconvenience caused.

  Regards,

  ****** from Wisecars.

  Customer Answer

  Date: 12/13/2024

   
  Complaint: 22669911
  I am rejecting this response because:
  

  In order to continue this dispute using facts and evidence, please learn how to navigate this platform. I attached 2 pdf documents in my previous message that proves my argument that one-way car rentals ARE available for less than aud300. You accessed the documents I attached in my innital message, not the correct ones. If I need to make things simpler for you, just go on your own website and type a one-way car from ************** to **************** from FEB6TH TO FEB8TH 2025. To enlight you even more, check the competitors rates.

  I really (REALLY) look forward to read your response in regards to that discovery. I've attached screenshots this time as well. 

  You have a legal obligation to disclose fees, it isn't your decision to honour the deal based on you the price you advertised by "error". It is the Law to honour the deal. As a refresher I am pasting the Honesty Pricing Law below. As I'm sure you are aware, your business is under this Law. 

  You advertised a product without all the fees, that is illegal. That's it. We are not canceling the booking, we paid for a product and won't pay 1 cent more. 

  Beginning July 1, 2024, the Honest Pricing Law or Hidden Fees Statute, SB 478, which was recently amended by SB 1524, makes it illegal for most businesses to advertise or list a price for a good or service that does not include all required fees or charges other than certain government taxes and shipping costs.

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

• Initial Complaint

  Date:11/13/2024

  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.

  ***DO NOT USE THIS COMPANY***I booked a car for a 5 day period between 10/10 and 10/15. I booked the car on or about 8/18. During that two month gap between booking and landing at the airport I received a notification that the car rental company utilized to furnish the car (Dollar) was not able to guarantee a car for me. This was followed up by a notification informing me that Dollar had confirmed the rental and that there was no worries. When I arrived at the airport to get my car, Dollar informed me that Wisecars had cancelled the contract (for which I had paid a down payment of $258.83 on the booking date). Thus there was no car available. I immediately contacted Wisecars and filed a ticket to ensure I would be refunded the down payment. I have followed up with them on a near daily basis to ensure they are tracking my money they have no stolen. They have assured me with messages they are doing so. It is now a month past the initial problem with no evidence of anything happening. This company is a joke and should not be permitted to do business. This is absurd and not right. Do yourself a favor and dont use them. Secondarily if you do and you receive any slightly questionable notification, immediately file a dispute with your credit card company and work on getting your money back because Wisecars will certainly not help you at all. They are a false and misleading company. I will never use them again and you should not either.

  Business Response

  Date: 11/14/2024

  Dear ******,
  
  Thank you for sharing your experience with us, and I'm truly sorry for the frustration and inconvenience you encountered. Its clear we fell short in this situation, and I want to acknowledge your disappointment with how this was handled.
  
  It sounds like you received conflicting information regarding the availability of your rental, which led to a significant inconvenience when you arrived at the airport without a car. I apologize for the delay in processing your refund, as we understand how important it is to resolve this promptly. 
  
  Currently, the supplier is taking longer than expected to respond to our inquiries. If youre able to reach out to them directly and get confirmation that the reservation was canceled on their end, please let us know. With that confirmation, we will process your refund as soon as possible. In the meantime, we are actively following up with the supplier and waiting for their response. 
  
  We appreciate your understanding and will keep you updated as we continue to work on resolving this issue.
  
  Regards,
  ****** from Wisecars.

  Customer Answer

  Date: 11/15/2024

   
  Complaint: 22550388
  
  I am rejecting this response because:

  It has been greater than a month of waiting for a response from Dollar. There is no company in the **** that has a standard wait time of 4 business weeks for a response unless its a government agency. Contact Dollar every day in every way you can regarding this complaint until you illicit a response. I am positive that one singular email was sent from your company with absolutely zero urgency and is just drifting in the ether. Take an aggressive approach about getting your customers money back and you may yet be able to partially redeem yourself.
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 11/18/2024

  Dear ******,

  Thank you for sharing your thoughts. I understand your frustration with the delay, and I assure you that we share your concerns. We are regularly following up with Dollar, as we certainly do not want to receive complaints from our valued customers.
  

  In fact, I have attached proof that we have been consistently requesting updates from Dollar without receiving a response. It seems their customer service is currently experiencing a backlog, which has impacted the response time. We have also tried calling several customer service numbers but they don't get us to a live agent.

  As mentioned before, if you manage to get confirmation from them directly, please send us that proof, and we will process your refund as soon as possible. In the meantime, I will continue to push for a resolution from Dollar to ensure your concerns are addressed promptly.

  Thank you for your patience as we work through this issue.

• Initial Complaint

  Date:11/11/2024

  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 6/25/24, i reserved a car through either Kayak website or theirs (reservation ********) for Thrifty car rental for 2/22/25-3/8/25. I paid ****** with $231.90 to be paid at pickup at the *********************. Today, 11/11/24 , I received both an email, and voicemail, indicating ****** could not honor reservation as it had a shortage of cars (email excuse). When I called back I was first told Thrift had some software problem with ********* (August or summer) and they couldn't sort out records and cancelled reservations for all 3rd party vendors, so I could try to pick up with voucher or cancel and try and get another rental. I then called Thrifty (Vel) who found my reservation under my name but said it had been cancelled by customer. I said I hadn't and told them what I had been told by Wisecars. They said their system said customer cancelled 1026 or 27/24 and they wouldn't reinstate reservation. I called Wisecars to get a refund on my money and was told this time that they learned of problem due to customers arriving to pickup cars and finding their reservations had been cancelled. Neither company is accepting blame and customers are suffering. Thrifty's new price was ****** for same time period. I'd like to know who is at fault, and should I have to pay more for a car rental, that company should cover the difference. It does appear that the refund of my ****** is in process on my credit card.

  Business Response

  Date: 11/12/2024

  Dear *******,

  Thank you for sharing the detailed account of your experience. I understand how frustrating this situation has been, especially with the conflicting information from different parties and the unexpected cancellation.

  From our review, it appears that Thrifty did experience issues with third-party reservations, which unfortunately led to the cancellation of some bookings, including yours. This was not a decision made by Wisecars, and I understand how difficult it has been to find clarity in this situation. We have initiated the refund of your $428.84, and it should appear in your account soon.

  As for the increase in rental costs, we completely empathize with your position. Unfortunately, as the cancellation was processed by Thrifty and outside of our control, were unable to cover the difference in price for a new booking. However, we recommend reaching out to Thrifty customer support to explain the issue, as they may be able to offer a solution directly.

  Since your pick-up date is in three months, there is still time to explore alternative options. Car rental companies work with live rates that fluctuate based on availability and demand, so theres a chance rates could drop closer to your travel date. You might also find competitive rates by checking other platforms like Kayak or **********, which frequently list various options across rental agencies. We hope this can help you secure a suitable vehicle at a comparable price.

  Please dont hesitate to reach out if you have further questions or need additional assistance.

  Regards,

  ****** from Wisecars.

• Initial Complaint

  Date:11/07/2024

  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.

  in august 2024,,,i order to rent car from WISE CAR on internet to be picked up in ***************** when i got there lady behind counter refuse to give me the car i put money down on i called WISE CAR to cancell to get my money back but they said NO they trying to tell me i had gotten the car...which i did not..then they came up with more excuses... they said on there site was a policy of no returns,,,i never seen that policy.....how can they take some ones money and refuse to give back i did what i was suppose to do cancell car right away they agree to cancell car but wont give my money back..thats no way to run a buisness.....like so many excuses said to me about this ...been trying since AUGUST 2024 TO GET HELP CAN U HELP

  Business Response

  Date: 11/08/2024

  Dear *******,

  Thank you for your feedback, and were sorry for the difficulties you faced at the rental counter.
  

  The reason a car wasnt provided was due to the requirement of a credit card in the main drivers name. This is a necessary condition set by our rental partners to ensure security for the booking, and it is highlighted multiple times throughout the booking process. Without this credit card, the car cannot be released, and the booking is classified as a "No-Show," which unfortunately makes it ineligible for a refund.
  

  Please reach out if theres anything more we can clarify or assist you with.

  Regards,

  ****** from Wisecars.