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:04/02/2025

  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 rented a car from Kyte car rental A few weeks after returning the car i got an email from them claiming that i gave back the car with damage on it and they attached to the email a picture from when i picked up the car and from when i returned the car but the pickup picture is very blurry They required from me $1300 But when i replied to them that you can clearly see on the first picture that the damage was there before, they changed the required amount to $433 and telling me that I'm right that it was some damage before but now there is more damages and they charged my credit card for this amount But because the picture is not clear it's hard to see that the damage was there before, if you zoom in its sure that it was there before i rented the car

  Business Response

  Date: 04/02/2025

  Hi *****,
  
  Please reply to the previous email about your claim to streamline the process. This will ensure your message goes directly to the Claim Specialist handling your case for more efficient communication. Thank you for your patience and understanding as we work to resolve your concern.

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23150210
  
  I am rejecting this response because: i tried already a few times to reply to the emails i got from kyte but it didn't got resolved 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 04/03/2025

  Since this is being taken care of by the claims team, please reply to their recent email. Please know that myself and our support team are here to assist you as best as we can. However, we cant make decisions or resolve claims issues. For this, please reach out directly to our Claims Team. If you have any trouble contacting them, let us know. Were here to coordinate with our adjuster to make sure you receive the support and guidance you need.

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23150210
  
  I am rejecting this response because:
  I replied already a few times to their emails and i didn't got anywhere 
  Sincerely,
  
  ***** ******

  Business Response

  Date: 04/06/2025

  I have already reached out to them about this and will make another follow up today. Please keep on contacting them regarding your concerns as they are in-charge of your claims concerns.

• Initial Complaint

  Date:03/13/2025

  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.

  ********** billing is inconsistent with their rental agreement and their representatives encourage you to violate the rental agreement, for example: 1) the rental agreement says that they use automated plate read billing and not to use your own toll transponder. However, the representative tells you to use your own EZPASS to avoid the 33% upcharge on tolls billed via automated plate reading, 2) The 33% upcharge is not disclosed in the rental agreement, 3) customer service doesn't honor the ********************** agreement, they tell you that the information about the 33% upcharge is in mentioned in the app. None of this makes any sense. There is no mention of this fee anywhere in your receipt or in the rental agreement.

  Business Response

  Date: 03/13/2025

  Hi *****! As mentioned in our previous communications, this was already brought to our team's attention. We have replied to your email yesterday and reached out to our team who manages tolls to review this further. We have already initiated a refund of $15 today that can take up to ***************************************** your account.
  

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 23060405
  
  I am rejecting this response because: it is insufficient and doesn't address the myriad problems. Giving me a $15 refund on a $30 bogus charge is not acceptable. This is a $7.41 toll - how you come to a $15 charge isn't even consistent with your own policy. Moreover, it doesn't begin to address the additional tolls you applied this nonsense charge to on my recent trip. You need to change your rental agreement to reflect your actual policies - and I expect a credit on the remaining toll charges for this trip. Once again, your rental agreement doesn't mention a single thing about an administrative fee. And your ***** advice to customers to use their own transponder is clearly going against your own policies. You are stealing money from your customers, stop it. I honored the ********************** agreement and so should you.
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 03/15/2025

  The customer is currently engaged in an ongoing email conversation with ****** Team Manager regarding the same inquiry. In order to maintain efficiency, we respectfully request that all further communication be directed to that designated email.

• Initial Complaint

  Date:02/22/2025

  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.

  Rental made from 5/22/24-5/31/24 during which I now know that I incurred a $25 parking ticket. Kyte kept my credit card info on file through 2/22/25 and (presumably because they did not inform me of any tickets in a timely manner) auto charged me $185.44 approximately 9 months late. I cannot get in contact with customer service over the phone and the live chat agent provided me a voucher code that did not work.

  Business Response

  Date: 02/23/2025

  Hello there! As the designated driver for your upcoming Kyte trip, we just wanted to remind you that you are responsible for handling any tickets or citations that may arise during the rental period. We understand that these things can happen, so we kindly ask that if you do receive a physical ticket, please settle it as soon as possible. This will help avoid any additional fees that may be added if **** has to process the payment on your behalf. Speaking of fees, we want to make sure you are aware of our administrative fee structure, which is as follows: for tickets up to $50, there is a $35 fee; for tickets between $50 and $100, the fee is $50; and for tickets over $100, the fee is $75. We hope this information is helpful and we appreciate your cooperation in keeping your Kyte trip as smooth and enjoyable as possible. Thank you!

   

  Our live support team is available any day of the week from 3 AM - 10 PM PST.
  
  In the Kyte App: Tap "Settings," then "Get trip help."
  On the Website: Click the green messenger icon at the bottom right corner of any page.

• Initial Complaint

  Date:01/22/2025

  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.

  Kyte is a car rental company. One of their customers rear ended my car. The customer had documentation showing they paid for collision coverage. My insurance company, ****, and I have not been able to get the or their insurance company to respond. All the telephone numbers I have for Kyte are no longer being ******************** of Accident: May 18, 2024 13:25 Location of Accident ****************************** Description of Accident Kyte rental driver, ****** ***********, VW Tiguan, License plate # *******, rear ended ******* ****** and ***** ******-******, ****** Leaf, License Plate # *******, when the Kyte ********************** driver attempted to move from the far right lane to ****************Renter and Contact Information ****** *********** ******************** ************, ************* Counter coverages purchased Please contact Kyte for this information Car Rental Agency where renter picked up the vehicle Kyte, ****************************************** Policy Report Please contact Kyte for this information 3rd Party and Contact Information ***** at **** ************* *********************** Description of property damage being claimed See damage report attached Photos of scene & damages See pictures attached Advise of any injuries. No personal injuries. Both cars had damage, see pictures attached.Cost of repairs: $5,073.88

  Business Response

  Date: 01/22/2025

  We understand how frustrating this can be this why the Customer Support Team at **** has provided Ms. ***** ******-****** with the necessary information from the adjusters. We respectfully request that she responds to their email thread. Furthermore, we have also requested our Claims Team to contact her.
  

• Initial Complaint

  Date:01/07/2025

  Type:Billing 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 received a parking citation for $65 on December 31 while driving a car that I rented from ****. I logged onto the City of ******** website today (January 7) to pay the citation. I was trying to make payment less than a week from me receiving the citation. However, **** paid the citation without my knowledge and has charged me $115 instead of the value of the citation of $65. They have charged me $50 as an administrative fee and are not willing to waive this amount to me. I have explained to them that the citation can be paid anytime within 30 days of it being issued which would be January 30 in this case. **** has purposefully not given me the opportunity to pay the ticket directly to the City of ******** in order to charge the $50 administrative fee. I would appreciate your help in getting Kyte to refund me for the $50 administrative fee.

  Business Response

  Date: 01/08/2025

  Hi there, ****!
  
  I see that you have already reached out to **** regarding the citaiton you incurred during the trip and the admin fee. Feel free to revisit our FAQ page ************************************************************************** and your signed rental agreement.
  
  "If we are notified by the issuing authority about an unpaid ticket or citation during your trip, we will promptly process the payment on your behalf and charge the cost to your card on file."
  
  10. Parking Tickets and Traffic Violations: You agree to be solely liable for parking tickets, traffic citations,
  and other violations that occur during the Rental Period, and all fees resulting from such violations, even if
  You are not driving. **** will submit payment on your behalf, however it is solely Your responsibility to pay
  Kyte for these fees within three (3) days of invoice sent by **** and to comply with all legal obligations that
  arise from such violations. If You wish to dispute a ticket You must inform us immediately. Kyte will charge
  You for the amount of the ticket, plus any penalties associated with the ticket/citation, plus up to a $100
  administrative fee to pay for the ticket. In the event of continued non-payment of citations, tickets, and other
  violations, Kyte may also charge a late fee for each reminder sent to You regarding payment, up to $100
  each.
  

  Customer Answer

  Date: 01/08/2025

   
  Complaint: 22782371
  
  I am rejecting this response because:

  Kyte states that Your responsibility to pay Kyte for these fees within three (3) days of invoice sent by Kyte and to comply with all legal obligations that
  arise from such violations. If You wish to dispute a ticket You must inform us immediately. Kyte will charge
  You for the amount of the ticket, plus any penalties associated with the ticket/citation, plus up to a $100
  administrative fee to pay for the ticket.

  However, I did not receive an invoice from Kyte stating that there was a citation outstanding and that I am obligated to pay it within three days or they will do so. As I stated before, I received the citation on December 31 and logged onto the City of ******** website to pay it yesterday. I did so on my own accord and without any notification from ****. However, **** is trying to charge unethical administrative fees by not notifying me and giving me the opportunity to pay the citation myself in order to not incur the administrative fees. In addition, the citation clearly states that payment must be within 30 days. This means that the citation must be paid by January 30. I was trying to pay it on January 7 which is well in advance of the payment deadline. Kyte did not provide me to opportunity to pay the citation myself because they want to collect as many administrative fees as possible. 

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

  Business Response

  Date: 01/08/2025

  We completely understand how frustrating this situation can be. Our team is always here to help and we encourage our customers to review our FAQ and their ********************** agreement for any questions or concerns. Additionally, we highly recommend checking their state's website for any citations associated with Kyte's license plate during their trip. We want to ensure a smooth and stress-free experience for all of our customers.
  
  We have received the customer's concern via email and we want to assure you that it has been forwarded to our Dispute Supervisor. They will handle the matter with utmost care and attention. We are committed to resolving any issues and making sure our customers are satisfied with their experience.
  

  Customer Answer

  Date: 01/08/2025

   
  Complaint: 22782371
  
  I am rejecting this response because:

  This matter can be resolved by Kyte refunding me for the $50 administrative fee which was unethically and unreasonably charged to my credit card. I am willing to pay the $65 citation payment but not the $50 administrative fee. 
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 01/09/2025

  As a one-time courtesy, we have refunded the $50 admin fee. Moving forward, we can no longer waive it. Please revisit your signed rental agreement and our FAQ page: **************************************************************************

  Customer Answer

  Date: 01/10/2025

  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.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:01/06/2025

  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.

  Both car rental and insurance were booked through the ****** application. Kyte Car Rental is the company that rented us the car through this application and did not update the rental agreement with the additional driver so that the insurance covered the claim that was filed. We have since been harassed by the Subrogation Supervisor at Fleet Response to collect for this claim without any correct on ***** behalf. Car Rental Name: ***** **** **** Dates of rental: 02/23/2024-02/25/2024 Rental Agreement number: ****** Car Insurance Name: ***** ****** ********* Confirmation/Reference #: A9C8-RKYK-INS Car pick up address where Surfer rendered car: ********************************************************************* I initially rented the car from the ****** application in her name and added ***** as a secondary driver. ***** acquired the insurance for the car rental through the same booking on the ****** application. ***** was unverified as a secondary driver at the time of the car pickup.When the car was picked up from the Surfer at the above referenced address, we informed the Surfer that both of us would be driving the car. We provided the Surfer with both of our drivers licenses with the expectation that ***** would be added to the rental agreement as a second driver.Nowhere in the rental agreement does it require that ***** must upload her license/documents only via the application. Additionally, the insurance for the car was purchased in Marias name through the ****** application. We would not have purchased insurance in the name of a person that was not intended to be the driver of the vehicle under the rental agreement. Kyte Car Rental was contacted on several occasions to updates the rental agreement with the additional driver. They were unresponsive and remain such to date.

  Business Response

  Date: 01/06/2025

  The customer has contacted **** today regarding the same concern. In her communication with our Claims Team, it was noted that she was unresponsive. The most recent correspondence she had with the Claims Team Supervisor was in July of 2024. However, she did not reply to the supervisor's message. Since she reached out today, we have provided her with all the necessary information to reach our Claims Team and the supervisor assigned to her claim.
  

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22774766
  
  I am rejecting this response because while ***** did receive a response from the Supervisor, the response indicated that she would review further and come back to *****, however she did not.  The message did not require response from *****.  In the meantime, a Subrogation Supervisor repeatedly reached out demanding payment for damages.  Here is the communication from the Supervisor: 

  Hello *****,
  
  My name is ******* and I am the claims supervisor at Kyte. 
  
  Thank you very much for notifying us of the verification issue for *****. Looking at the account, I do not show that ***** was approved on our side. However, I have escalated this matter to our team that handles the relationship with ****** as the insurance would be coming from ******, not ****. We want to ensure this is resolved appropriately on both sides. 
  
  Once I have more information, I will certainly let you know but if you have any questions in the meantime, please do not hesitate to reach out.
  
  Best,
  *******

  Business Response

  Date: 01/07/2025

  The customer is currently in correspondence with our Claims Support Team, who have already made a request for ******* to contact them directly.

• Initial Complaint

  Date:12/21/2024

  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 my way to return the vehicle, I was rear ended that caused some minor damage and the driver admitted he was at fault. I took photo, got his information and submitted to Kyte. This was back in July 2024. Ive emailed periodically on the status update and my refund of my deposit. I have not received a response in over a month now and believe that no one at **** is working to make this happen. It is now going on half a year and have not received a solid answer on status and/or received my refund.

  Business Response

  Date: 12/22/2024

  Hi *****! It would be best to respond directly to their previous email. This way, your response goes straight to the Claim Specialist handling your case, ensuring a more efficient communication. You can expect a response from them within the next couple of business days. If their message did not appear in your inbox, please check your spam or junk mail folder.

  Customer Answer

  Date: 12/22/2024

   
  Complaint: 22719847
  
  I am rejecting this response because: business asked to reply to email, which I have and its now been a few weeks and still no reply. They have been telling me the same thing in the email and told me it could take up to 90 days. It has now been closer to 150 days and no resolution. Emailing the business does not get me anywhere closer to a resolution.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 12/23/2024

  We greatly appreciate this matter being brought to our attention. We have notified our Claims Team and have requested that they contact the customer.
  

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22719847
  
  I am rejecting this response because:
  Customer support is claiming that I have been reimbursed but that is not true. Ive been reaching out for this reimbursement for over half a year now and they reached out stating it was sent which is false.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 01/13/2025

  We have reached out to our Claims Team to provide assistance to the customer. We kindly ask the customer to continue responding to their email thread as well.

• Initial Complaint

  Date:12/18/2024

  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 December 8th 2024, I rented a car from Kyte rental agency in *****************. The rental was for 24 hours and was returned to the location on 12-9-2024 with a full tank of gas. I rented a whites ********** jetta with plates LJR 7382. Since I have returned the car, **** has tried to hit me with bogus charges - First, on 12-9 they tried to charge me $21.86 for gas, even though I returned it full. I filed a dispute and they could not produce any evidence and so they refunded the gas charge - On ***** they charged me $45.78 for tolls and bridges that I never took. I have told them I was nowhere near those roads or bridges during my trip but they have not provided any evidence or even a time frame to resolve the dispute.

  Business Response

  Date: 12/18/2024

  We have kindly informed the customer that the charge in question is valid and have also provided some helpful information that may jog her memory and to help her confirm that she did indeed pass by the location. Unfortunately, EZPASS NY does not have the capability to provide photos, but we have attached a copy of the receipt that shows details of this charge, as well as a screenshot of Kyte's GPS tracking that clearly shows her route on the day and time the toll charge was incurred. She should be able to confirm the vehicle details on the attachments from her rental agreement. We hope this additional evidence will assist in resolving the matter. If this does not satisfy her, she can always reach out to us so we can assist her better.
  

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22703562
  
  I am rejecting this response because:

  That is the wrong License plate- I rented a white ********** jetta with License LJR- 7382-**. The receipt they sent is for LJR7372-NY. Not the same. I  confirmed the license plate of the vehicle with them over email on Monday December 16th, at 9:04am. Additionally, I am attaching a receipt for parking on 12-9 that has the license plate number. 

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

  Business Response

  Date: 12/19/2024

  Hi *****! Let me apologize for the confusion. We have investigated and see that you were assigned a white Volkswagen Jetta with plate number LJR7382 and NOT LJR7372. I have initiated the refund for the $45.78 toll charge and it can take up to ***************************************** your account. If it's been longer, we suggest getting in touch with your bank for an update. Again, let me apologize for all the confusion and the inconvenience it has caused you.

• Initial Complaint

  Date:12/17/2024

  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.

  I rented a car from Kyte rental from Nov. 16 to Nov. 17. My rental car got towed due to invalid parking during the trip. I contacted both Kyte rental company and the towing company to deal with the issue. The complication was that the towing company wouldn't let me retrieve the car and I had to request Kyte to retrieve it. After they did two days later, they went through a month-long claim process and sent me a bill of $17,234.99 five days ago. In the valuation files below, they literally did a whole check-up and repair for the car. The car was in fine condition and wouldn't need it for sure. I really think they are scamming me to pay much much more than what's needed. I was wondering if you could offer help to deal with this situation. I really appreciate it!

  Business Response

  Date: 12/17/2024

  We have contacted our Claims Team regarding the customer's dispute, and they will be in touch with her within the next few business days to provide an update. Our support team is available to assist to the best of our abilities. However, we are unable to make decisions or resolve claims issues. Therefore, we kindly request that she directly contact our Claims Team for further assistance.

  Customer Answer

  Date: 12/20/2024

   
  Complaint: 22698406
  
  Hi,

  Here is a brief timeline of the incident. I parked the rental car from **** in BJ's parking lot inappropriately on Saturday 11/16 and it got towed by King towing. I went to King towing but they wouldn't allow us to see/retrieve the car or even pick up our own belongings. Therefore, the last time I saw or used the car was when I left it in BJ's parking lot and it was in perfect condition. I contacted **** and **** agreed to pick up the car on Monday 11/18. After a month, I received a $17234.99 bill from Kyte due to the damage presented to the car, along with picture proofs. The whole details of the incident is included in the clarification attachment.

  Since I submitted the first compliant above, I have received further information. Please see below for the brief timeline of the complaint.

  12/17 Around 11:30am: I filed the first complaint because I received a $17234.99 bill and did not understand why the expense was needed and why I needed to pay.

  12/17 Around 2:00pm: I got an email from Kyte with pictures of the damaged car. That was the first time that I got aware that the car was damaged - the last time I saw the car was back when I left BJ parking lot and it was in perfect condition. In addition, I do want to apologize and revert the accusal of ****** scam that I mention in the first complaint - the car was indeed damaged. However, I disagreed that I needed to pay for the repair.

  12/17- 12/19: I have been visiting different parties and tried to gather useful information and work with Kyte to resolve this issue.

  12/19 Around 1:00pm: I wrote the attached clarification letter to **** and provided more details. I haven't got a response from Kyte as of 12/20 2:30PM.

  I really hope that **** and I could work together to figure out who did the damage to the car and who should be responsible.

  From my perspective:

  1. I did not do damage to the car. The last time I saw the car was when I parked in BJ parking lot. It was in perfect condition.

  2. The car was not possessed by **** from 11/16 to 11/18. I only possessed the car from 9AM to 5:30PM. Therefore, Kyte should involve more parties to this claim.

  Sincerely,
  
  Chiyuen Lok

  Business Response

  Date: 12/23/2024

  We greatly value the additional context provided by the customer regarding the events that took place. As such, we have taken the initiative to forward her response to our Claims Team. We strongly recommend that she promptly responds to their message in order for our Claims Team to engage in further discussion with her.
  

• Initial Complaint

  Date:12/02/2024

  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.

  On November 22, 2024, I rented a ******* Elantra from Kyte at *******************************************************************. That evening, during rainy weather and limited visibility, the vehicle lightly hit a plastic trash bin, causing minor damage to the rear bumper and a portion of the taillight. Despite the collision, the car remained fully functional, with no impact on its drivability or electronic systems. Video evidence shows that the handbrake alarm and rear sensors were fully operational, confirming no internal damage to electronic components. I also safely drove the car back to the rental location the following day.From the damage assessment and supplemental estimate provided by ****, I noticed charges for full replacements of parts instead of repairs, significantly inflating the cost. For example:Rear bumper: Replacement was listed, but the damage could likely be repaired based on the photos and the minor nature of the collision.Taillight: Despite being partially cracked, it was still fully functional.I would also like to note:Handbrake alarm evidence: I have a video showing that the handbrake alarm remained functional, proving that the car's internal electronic components were undamaged.Concerns about prior repairs: Based on the small impact force and subsequent bumper crack, I suspect that the bumper might have been repaired or glued previously, affecting its structural integrity.Spray paint charges: The bill lists 10 hours of spray painting time, which is unusually high for the affected area.Furthermore, Kyte added $2,097.36 in supplemental charges over the holiday weekend without providing a detailed breakdown or addressing my previous requests for clarification. The cost of these repairs is approaching the market value of the car itself, which is highly unreasonable. As a student facing substantial financial challenges, this bill places an undue burden on ***** a student, I ask for repairs over replacements, a detailed breakdown, and a fair resolution from ****.

  Business Response

  Date: 12/02/2024

  We completely understand the frustration that may arise when a customer feels they have been charged an excessive amount for damages. However, after carefully reviewing the receipt we have provided, it is evident that the repair costs for Kyte nearly 6 grand. Rest assured, we have only charged the customer for their portion of responsibility. In case of any confusion, we highly recommend reaching out to their adjuster directly. Our team is always available to assist and address any questions our valued customers may have.

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22628938
  
  I am rejecting this response because:Hi, I have already contacted the claims department, but I have not received an effective response. I hope to get a reply to the issue.
  
  Sincerely,
  
  **** **

  Business Response

  Date: 12/05/2024

  Hi there! So sorry to hear that. I have reached out to the team and asked for an update. I strongly suggest that you reply to their recent email to follow up again. We appreciate your patience and cooperation.