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:08/26/2024

  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.

  I am seeking a refund of $311.84 for the purchase of a new tire which was purchased by me during the term of my car rental from Kyte (8/5/24-8/10/24). There are two attachments to this complaint:1. A description of the situation in the pdf file attached 2. A receipt for the $311.84 which I spent to purchase a new tire for the car.Thank you for your assistance in this matter.

  Business Response

  Date: 08/27/2024

  The customer received the Kyte in pristine condition on the 5th of August with no tire issues. Our on the ground team inspects vehicle before we deliver or hand our cars to our customers. The flat tire was reported on the 8th of August, this means the customer was able to use the Kyte for 3 days. This is stated in our rental agreement, the customers have the option to replace the tire or let us.

  Customer Answer

  Date: 08/30/2024

   
  Complaint: 22196615
  
  I am rejecting this response because:

  
  Response to Kyte dated 8/30/24
  Kytes response is unsatisfactory. I would like BBB to proceed on my behalf with **** to recover the funds I spent of $311.84 for the cost of a new replacement like tire (a Continental Pro Contact TX - an exact match) which I had installed on their car.
  The reason for my complaint is that when I contacted **** about the flat tire, they offered me no assistance. I was in another town in ******** (*************) which was 114 miles from the *************************** office in ******. Kyte only offered roadside assistance which would come out and put a donut tire on the car and the donut only provided 50 miles of driving. Therefore, I was forced to put a new tire on their car at my own expense of $311.84. Kyte did not offer to come out and provide a drivable car or a driveable tire. They said I was on my own to solve the problem even though I was under their contract from August 5-August 10th. This occurred in the midst of my trip on August 8th.
  When you rent a car from a company, they need to take responsibility for providing a driveable car during your trip. Therefore, besides requesting a refund of $311.84 I will rate the company a zero in customer service. Other potential customers need to be alerted that they cannot rely on Kyte to provide a driveable car during the time of their contract and if an emergency occurs they are on their own to solve the problem. 
  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/01/2024

  Hi *****!

  Unfortunately, we were not able to offer a swap when you encountered a flat tire since you were out of service area. Also, since you didn't have a Collision damage waiver added to your booking, I'm afraid we are not able to provide a reimbursement for the replaced tire.

• Initial Complaint

  Date:08/22/2024

  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.

  I am writing to bring to your attention a serious and extremely distressing incident that occurred during my recent interaction with KYTE on August 21, 2024, at around 2:50 PM. I was on the chat with your customer service team due to an issue with my rental car, which had a cut on the tire. I was instructed to return the car and assured that a replacement would be provided at 3:00 PM at your Atlanta headquarters lot.Unfortunately, my experience took a very troubling turn when I encountered your customer service manager, ******. Not only was his behavior unprofessional, but it escalated to the point where he physically put his hands on me. I felt insulted, manhandled, and completely disrespected by this representative of your company.To make matters worse, instead of handling the situation in a calm and professional manner, ****** chose to call the police, a move that was completely unnecessary and a waste of resources. There was no threat or cause for concern on my part, and as a manager, he should have been able to resolve the matter without escalating it to such extremes.I was left waiting for four hours, only to be provided with a broken car rental in the end. This level of service is unacceptable, and I am deeply dissatisfied with how the situation was handled from start to finish.I have lost all trust in **** and will never rent from your company again after this ordeal. I urge you to address this matter internally and ensure that no other customers are subjected to such appalling treatment in the future.I expect a prompt and thorough response to this complaint.Sincerely, ************************* ************

  Business Response

  Date: 08/25/2024

  Following your conversation with ****, **** has covered the cost of your son's **** trip by refunding $50 from one of your previous Kyte trips. This refund will appear on your account in a few days.

• Initial Complaint

  Date:08/12/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car from **** on August 3rd 2024. Unfortunately I got a flat tire while I was driving in **********, ******* on August 6th 2024. Once I pulled over to the side of the road, I opened the trunk to discover that the spare tire was missing from the car. Additionally, where the spare tire should have been was filled with used COVID tests. It was clear that no one had thoroughly checked and cleaned the car. Because of this I had to get a tow to a tire shop as opposed to the much simpler process of being able to have the spare put on where I was. This process took more time and money than it needed to because I was given a vehicle that was not fully stocked or checked. When I tired to bring this up with Kyte customer service they did not respond to this claim at all and refused to interact with it. I was left feeling extremely unsafe and unheard. I would like them to return my deposit in full and compensate me for giving me a car that they did not properly clean or check.

  Business Response

  Date: 08/12/2024

  Hi there! Unfortunately, we cannot reimburse the spare tire as the car's tires were delivered in good driving condition. As for the deposit, it was captured as part of our procedure. Our dedicated Claims Team will reach out to you within the next ***** hours to give you any updates on the claim status. Typically, the claims process takes around 10 days. However, it might extend to ***** days if it involves other insurance carriers. If you have any questions or concerns about your claim, please respond directly to the email youll receive from our Claims Team.
  
  We appreciate your understanding during this process. If you have any questions or need further information, please don't hesitate to contact us. We're here to provide any assistance you might need.

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 22127972
  
  Hello, 

  I find this response deeply unsatisfactory because I did not request reimbursement for the tire. I requested an adjustment to my bill for two reasons: 

  1. I had to spend more money and time to get a tow instead of putting the spare tire on the car which could have happened at the site of the flat. 
  2. I was provided with a car with used Covid tests in it! 
  

  you have not responded to either of these complaints. I understand and appreciate that all 4 tires were in working order when I received the car, however that does not respond to the fact that I rented a not fully stocked car which is what I paid for. So again, I am not asking for a reimbursement of the tire. I am asking for my bill to be adjusted to account for you giving me an unclean and not fully stocked car. Please respond to my actual request, thank you. 

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

  Business Response

  Date: 08/13/2024

  Hi there!
  
  Upon review, you mentioned about reimbursement of the replacement tire as you found no spare tire after learning that you had a flat tire. Also, it isn't clear in the photo you sent that there were used covid tests in the vehicle. Were you able to take some photos confirming the presence of the said items? We have also sent you an email and please know that we are doing our best to be able to respond to you the soonest possible.

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 22127972
  
  Hello, 

  I have sent the photos to *****. I did include them in my initial letter with the BBB but I sent them through my email as well. 

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

  Business Response

  Date: 08/15/2024

  We have responded to your email, *****

  Customer Answer

  Date: 08/15/2024

   
  Complaint: 22127972
  
  I am rejecting this response because you have not at all responded to the fact that there were used covid tests in my car and you gave me an unclean vehicle. There has also been no attempt at apology which I find truly baffling. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/30/2024

  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.

  I was renting a car with ****, they kept taking money off of my debt card. The call center was in the ***********. and my debit card was charged every other day. I extended the car and money was constantly being taken off my card. I contacted **** and explained what happened and they called me a racist and blocked me from renting cars. About 2500 dollars was taken off my card. Dictated by BBB employee A.S.

  Business Response

  Date: 07/31/2024

  Hi there! Do you mind sending a screenshot of the said charges so we can review further? Email us at **********************

• Initial Complaint

  Date:07/20/2024

  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.

  I purchased a year long car rental subscription from kyte, along with insurance coverage. I am nearing the end of my contract and despite repeated attempts, **** will not provide me a copy of my rental contract or proof of insurance. I used to be able to access the rental contract from their app but it just opens an invalid file now. I have contacted their customer service team multiple times and they will not respond. Because they can out provide proof of insurance that I paid for in full, I am now having to pay higher rates when switching to new insurance.

  Business Response

  Date: 07/21/2024

  Hi, ****! We are so sorry for the delay. I see that you have reached out to us on the 19th and the rental agreement has been requested to our team. Again, apologies for the delay, we'll get back to you the soonest we get a reply from our team.

  Customer Answer

  Date: 07/21/2024

   
  Complaint: 22020171
  
  I am rejecting this response because: you are unable to provide me with proof of the insurance coverage that I have paid for. If I were in an accident and needed to provide proof of coverage, I would face significant legal and financial consequences. Because you are unable to furnish me with proof of the liability insurance I've been paying for every month, I would like a refund in full for the amount I have paid for insurance, which is $1668. I have attached my most recent monthly invoice and paid receipt.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 07/22/2024

  Thanks for your response. We have reached out to the team and see if a documentation is available then we'll forward it to you.

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 22020171
  
  I am rejecting this response because:
  
  I have paid in full for my insurance coverage and as such, the company is legally required to provide me with documentation that provides proof of coverage. Not if they can find it. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:07/12/2024

  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.

  I went to the vehicle on 22 June for four days with a total of 670 give or take . I also paid a $500 deposit 30 minutes after picking the car up my card was charged $95 and I only had 30 minutes since then I have reached out several times to an automated chat to acquire my money as well as my $500 deposit was returned several weeks later. I've tried to contact several time merchant and they have tried to charge my card several times additional $22 $35 $95 charges just in the last few days

  Business Response

  Date: 07/13/2024

  The amount of $95.99 was not charged to the customer's account after 30 minutes of receiving the Kyte, it was placed on June 28th, 2 days after her trip started. This charge was for Tolls. Additionally, there is an outstanding charge of $22.38 for Tolls. The final charge in question is for Fuel, totaling $34.17, as the customer returned the Kyte with less fuel than initially provided. We are eager to address this matter with the customer, however, she has requested to no longer receive communication from Kyte. Please let us know if the customer wants the receipts for these charges. We would be more than happy to provide those for her.

• Initial Complaint

  Date:07/02/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i reserved and paid for a rental for around 16 days. less than a week before the trip kyte blocked my account, claiming i went against their terms. after some time they reversed that, but they still wont give me a reservation at the original price. a new reservation would cost me over 3 times the price (around 3300 instead of the original 1050). in the email correspondence attached, it is clearly visible that kyte has no interest in correcting their mistake. as matter of fact, i was talking to the wall until i told them i would complain to the BBB.

  Business Response

  Date: 07/02/2024

  Hi there! All feedback is important to us and were sorry to hear youve had such a confusing and frustrating experience. That was not the Kyte experience we wanted you to have. Wed love to talk more and work together on a satisfactory resolution for you. Please reply to the email once you book a new one so we can proceed and refund the price difference.

  Customer Answer

  Date: 07/03/2024

  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:07/01/2024

  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 June 30 2024 I booked a car with Kyte car rental from dates July 4 2024 till July 8 2024 I paid $222.35 which was successfully charged on my card, but on July 1 2024 I received an email that my account was deactivated and my rental is canceld because I violated the terms and conditions which is false since the only thing I did was to book a rental, I seek reinstatement of my account

  Business Response

  Date: 07/02/2024

  Hi there! Unfortunately, we cannot reinstate or re-verify your account. To gain further insight into the reason for your verification being declined, please refer to the email we sent you with details on our decision. If you are unable to locate the email in your inbox, please check your spam folder. We regret any inconvenience this may have caused and want to assure you that we strive to be transparent about our driver eligibility requirements for rentals.

  Customer Answer

  Date: 07/02/2024

   
  Complaint: 21929860
  
  I am rejecting this response because: I received an automatic email from
  KYTE that my rental is canceled and account is suspended because I didn't follow their terms and conditions, I've read their terms and conditions and haven't found anything that i violated, they should provide me with a normal response and a way how to get my account reinstated, this is not a way to treat a good and normal costumer that haven't violated anything, 

  
  Sincerely,
  
  ********

  Business Response

  Date: 07/03/2024

  I understand this is frustrating however we cannot re-verify your account. Your account has been blocked due to unusual charge, trip edit, or refund behavior. Per the terms and conditions of Kyte, we reserve the right to deny use of our services and rental of vehicles at our sole discretion. Thank you for your understanding.

  Customer Answer

  Date: 07/03/2024

   
  Complaint: 21929860
  
  I am rejecting this response because: My card is legit and was successfully charged there was no suspicious refund or edits per your terms and features you advertise we can edit trips anytime, you gotta provide a reason and a way to get my account reinstated and just pasting in the terms and conditions, it's shameful that people can get banned for life after booking rentals without any reason, I request from you a way to get my account reinstated, thanks for understanding your costumer 

  
  Sincerely,
  
  ********

• Initial Complaint

  Date:06/30/2024

  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.

  I had a kyte car rental booking for jun 27 2024 through jun 30 2024. I booked this rental on jun 3 2024 which is almost 3 weeks ahead of my planned family getaway. Suddenly less than 3 hours! before my booking i get an email that my rental was cancelled!! There's 2 issues here number 1 if you don't want to rent me a car so go ahead and cancel me but not 3 hours before my reservation is about to start and i"m all packed up and ready to roll- when they had close to 3 weeks notice of this booking. And secondly i was given no reason whatsoever i tried chatting with an agent and i called customer service ,but the only response was that i should check my email including my spam folder which i"ll get explanation, but not so shockingly i never got any email. I suspect racism or even antisemitism here as i live in a neighborhood known to have many minorities. My damages were as follows first of all i needed to book a car from a different company last minute which ended up costing me over 400 dollars! versus 187 the kyte would've costed me for same 3 days, as it was last minute booking. Also besides for cancelling my reservation my account was locked from any further bookings and i do have a 65 dollar credit with kyte from previous issues which we resolved with this 65 dollar compensation but is now worthless.

  Business Response

  Date: 07/01/2024

  Unfortunately, your trip was canceled. However, we have fully refunded the amount to your original payment method. I also wanted to inform you that your account has been temporarily blocked. This could be due to some unusual charges, trip edits, or refund behavior. As per the terms and conditions of Kyte, we reserve the right to deny the use of our services and rental of vehicles at our sole discretion. We appreciate your understanding and cooperation in this matter.
  
  

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21923929
  
  I am rejecting this response because: This response would be ok if you cancelled me a week or few days before my rental was to start,(as you had 3 weeks notice of my rental) not when you cancel 2 hours before the reservation time-jeopardizing my whole planned weekend getaway at the last minute!! which in the end i did find a different rental for over 400 dollars so i want compensation for the difference i had to pay. And i still did NOT receive any explanation what was wrong with my account that it was closed please explain in detail otherwise i have full right to believe this was an act of antisemitisim!! and when it will be reopened as you're only writing temporarily closed?
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 07/02/2024

  We're truly sorry for the inconvenience the trip cancellation may have caused you. We do our best to thoughtfully consider a range of factors in our approval process, and your understanding in this situation is greatly appreciated. If there's anything you'd like to share or suggest on how we can improve, please don't hesitate to let us know. Your feedback is valuable to us, and I'll make sure it reaches our team. Also, we have already refunded the $65 credits back to your card.

  Customer Answer

  Date: 07/02/2024

   
  Complaint: 21923929
  
  I am rejecting this response because: YOU DID NOT ADDRESS ANY OF MY CONCERNS WITH THE REASON I WAS CANCELLED AND PAYING ME THE DIFFERENCE!
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:06/07/2024

  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.

  This is more about minimum wage rate for delivery service. How can Kyte rental car company get away with not paying minimum wage in the state of ********. As a worker there you are a independent contractor who delivers or picks up their rental cars, but your only pay is what customer tip you, kyte pays you nothing. As a worker you can spend 2 or 3 hours delivering one car. For a average tip of 15 dollar. So kyte makes all the money for renting the car but doesn't have pay the deliver at all. This just seems so wrong and unfair.

  Business Response

  Date: 06/08/2024

  We have escalated this matter to his direct manager and we will be taking necessary steps to try and solve this internally. Thank you!