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:06/04/2024

  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 booked a car in beginning of may and after a while they locked my account and it says there that they're going to cancel my reservation and issue me a refund, meanwhile they didn't cancel it and didn't issue me a refund and even after contacting the multiple times they didn't cancel my reservation and didn't let me go ahead with my booking, so would like that bbb should help me retrieve the money from them.

  Business Response

  Date: 06/04/2024

  The customer had already disputed the charge with his bank. Therefore the said transaction has been put on hold and no actions can be taken from Kyte's end. We highly suggest that he waits for this to be dispute process to be over. This usually takes ***** business days.

  Customer Answer

  Date: 06/05/2024

   
  Complaint: 21798773
  
  I am rejecting this response because: the merchant has provided documentation to the bank what has caused the bank to close the case.
  
  Sincerely,
  
  *******************************************

  Business Response

  Date: 06/05/2024

  Hi there! From our end, it says dispute evidence is being reviewed by the cardholders bank. We expect a response by July 16, 2024 with their decision.

  Customer Answer

  Date: 06/05/2024

   
  Complaint: 21798773
  
  So if the dispute get canceled will the merchant provide me a refund?  
  Sincerely,
  
  *******************************************

  Customer Answer

  Date: 06/20/2024

  I'm rejecting their response:

  I have provided already to bbb and to the merchant directly prove that the bank has already closed the claim in favor of the company. 

  Business Response

  Date: 06/21/2024

  The customer has an ongoing email thread with ****** Senior Manager. To resolve this, we highly suggest that the customer make follow-up emails to that thread and are encouraging his cooperation to work with our team on this. Thank you!

  Customer Answer

  Date: 06/23/2024

   
  Complaint: 21798773
  
  I am rejecting this response because: I'm keep on sending emails but they don't answer my emails.
  
  Sincerely,
  
  *******************************************

• Initial Complaint

  Date:05/10/2024

  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 brief, I rented a car from **** which was unfairly booted and towed shortly after parking in front of my apartmenta place where I regularly park and have never encountered such issues. Remarkably, of all the cars parked on the same side of the street, only the **** vehicle was targeted and towed within two hours. Despite assurances that this was not due to any fault of my own, **** deducted a $500 deposit from my account without providing a detailed transaction breakdown or any justifiable reason or receipt. Subsequently, further attempts were made to withdraw additional funds, including a recent unauthorized charge of $100 ( what kind of fees will be exactly 100 dollars?), again without explanation, documentation or permission. Let alone that you did not return my deposit, you additionally charge me for toll and fuel ( Which should be INCLUDED within the deposit)None of your email representatives have answer and address my question about the breakdown of money extract, and did not send me the documentation the representative promised to show that the car your rent to me did not have previous unpaid fine, legit registration date, etc.

  Business Response

  Date: 05/10/2024

  The customer is currently working on this with one of Kyte's team leaders. We highly suggest to continue the conversation through our team lead so we can find a satisfactory resolution for him and Kyte.

  Customer Answer

  Date: 05/12/2024

   
  Complaint: 21695850
  
  I am rejecting this response because **** is responding to my emails but avoiding the key questions I proposed, that is provide me with the dolcumentation kyte promised, the breakdown of the reason why deduct my 500 deposits and continues to extract ****** from a account with three attempts. Give me the reason
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/13/2024

  Hi there! Can you confirm the email address you used for the booking? 

• Initial Complaint

  Date:04/18/2024

  Type:Customer Service 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 4/18/2024 I attempted to book a reservation in which the website would not allow me to. I called customer service and was met with a rude customer agent who completely ignored the source of my issue being a website problem. I explained to her that I've used different browsers and she was rude and said "Idk what to tell you". Rude and disrespectful customer service agents with no care in the world to help their customers book vehicles and instead want their customers to pay extra for other vehicle classes, when no vehicle classes were sold out to begin with. Just another money hungry gimmick, so I guess **** will no longer be worthy of my business and I will be taking my money elsewhere. I do not believe businesses who aren't customer oriented should be allowed to exist, as well as companies who do not take the time to improve their server and website connections, as well as their customer service. I have had enough and recommend staying away from ****.

  Business Response

  Date: 04/19/2024

  I am pleased to inform you that our customer was able to speak with one of our highly trained Team Leads here at ****. After conducting a thorough investigation and review of the conversation, we can confidently say that there were no signs of disrespect or rudeness displayed. We understand how important it is to provide exceptional customer service and we take great pride in ensuring that all interactions are handled with the utmost care and professionalism.
  
  Upon reviewing the screenshot provided by the customer, it is clear that the vehicle class they were interested in is currently sold out in our inventory. We want to be transparent and upfront with our customers, which is why our booking page shows that the vehicle class they desire is not available. We never want to mislead or make false promises to our valued customers.

• Initial Complaint

  Date:03/11/2024

  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.

  Kyte employee was disingenuous about extra charges when I dropped off the car. Employee had clearly stated that the car is in fine condition and no further cleaning needed to be done by me.( Was being returned in a regular use type condition) Empliyee went as far as to clarify to me that yes, he would top up the gas and there would be an extra charge for that, but assured that thats all Id be charged for on top of my quoted/paid rental rate. Come to find out, he lied to my face and ended up having Kyte charge me $250 additional for cleaning. That made my rental total cost double. The extra charge was taken from my Apple Pay wallet on march 11,2024.

  Business Response

  Date: 03/13/2024

  The customer has already escalated this matter to our managers. Currently, **** is investigating the claim from the customer that our Surfer guaranteed that there are no additional charges. Nonetheless, this is on the signed rental agreement and Kyte's Terms of Service that are both available on the Kyte app. We have attached the condition of the interiors when  the customer return the Kyte. Not only was it returned dirty but it also has pet hairs and cigarette ashes.

• Initial Complaint

  Date:03/07/2024

  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 January 11th my car was hit by a ************************** truck and nearly took the passenger door off. The car had to be towed at the scene and resulted in a car rental needed from Jan 12-Feb 7 as repairs were made. I went on the Kyte app to rent a car and during the sign up process there were various options for liability insurance (AWD Liability Coverage). I tried numerous times to decline as I was already covered with Progressive but when I tried to do so there was a large error message saying it is illegal in the ******************* not to select coverage so I reluctantly chose the least expensive option. When reviewing reimbursement with Progressive they informed me that I was double covered and I should seek reimbursement from Kyte. The total amount is a whopping $727. **** refused saying the policy was clear when in fact it was the very opposite. I would have never deliberately signed up for double coverage. I am not seeking reimbursement for the car rental charges itself, only the invoice line items "AWD Liability Coverage" - this is not a good or service performed by **** and so in addition to the above I strongly believe they should honor this in good faith and refund me. It is also my understanding that it is illegal to have double coverage in the *******************. I am seeking out support from the BBB for an adjustment made to my bill.

  Business Response

  Date: 03/07/2024

  The customer already escalated this matter with a manager from Kyte and is working towards finding a satisfactory resolution for her. We will continue to work on this with the customer through the email thread where she can send follow-up requests for this concern.

  Customer Answer

  Date: 03/10/2024

   
  Complaint: 21399565
  
  I am rejecting this response because: I sent Kyte my verification for insurance and they refuse to accept. They keep saying I am only covered in my owned car - that is NOT accurate. My ********************* policy includes insurance coverage in any car I drive. I spoke to 3 people at Progressive to confirm this. Kyte is delaying the process saying they need a few days to "review with a supervisor". This should be straightforward. I have insurance coverage and therefore the Kyte  "AWD Liability Coverage" should be refunded. See attachment which includes verification of insurance - including comprehensive and collision.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/11/2024

  ****** Customer Excellence Team is currently working on this with the customer. Our team of experts explained that her insurance only covers the vehicle listed under her name. We have also reviewed the website regarding the customer's complain that she was required to purchase insurance from Kyte. We have attached screenshots of the aforementioned prompts from our website that asks customers about insurance and does not require them to purchase from Kyte.

  Customer Answer

  Date: 03/12/2024

   
  Complaint: 21399565
  
  I am rejecting this response because:

  Here is the full policy from Progressive. Page 2 (clause 11) details policy coverage for replacement auto - the Jeep I rented is classified as a replacement auto while my car was in the repair shop as it was not drivable since the day of the accident. 
  
  It's clear I had coverage as part of my policy, and **** is choosing not to act in good faith in making a choice not to reimburse this unnecessary additional coverage.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/13/2024

  After thorough deliberation of the customer's request, we have reached the decision to respectfully decline it. Our team has conducted a comprehensive evaluation of our website and has concluded that there is no obligation for clients to procure insurance from Kyte. We recognize the significance of feeling at ease with one's insurance coverage, which is why we provide the option to select "I have my own" on our platform. This empowers our customers to make the most suitable decision for their individual insurance requirements. This customer chose to be insured by **** and we insured her.
  
  In order to ensure that our customers are equipped with all the necessary information, we have included screenshots for your reference. Our aim is to ensure that you have all the resources at customers' disposal to make an informed decision.
  
  We have attached screenshots to prove that there is no statement on our website that requires customers to purchase insurance from Kyte.
  

  Customer Answer

  Date: 03/19/2024

   
  Complaint: 21399565
  
  I am rejecting this response because:
  Kyte would have had zero risk/obligation if I had got into an accident in the Kyte car rental since I was already insured by Progressive. Progressive would have covered those fees. I never put Kyte in any risk of losing money. It seems that they are clearly taking advantage of this situation . I don't object paying an administration fee for them looking into this matter but  $700+ for less than a month rental when I am already paying $1500 for the **** with Progressive is outrageous. 

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

• Initial Complaint

  Date:03/04/2024

  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.

  They hold ****** they said that they refund that money but it's been a month and I still don't have that money back in My Bank account

  Business Response

  Date: 03/04/2024

  The customer was able to speak with our Customer Excellence Team today. He was guaranteed that the deposit was released and refunded on February 4th. A refund receipt was forwarded to the customer and a System Trace Audit Number was also provided. The customer agreed with the provided resolution.

• Initial Complaint

  Date:03/02/2024

  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.

  Dear ***/*****,I am writing to file a formal complaint regarding the unfair charges I recently incurred with Kyte rental car company. I rented an SUV from Kyte ** office for five days from March 4, 2023 to March 8, 2023, at a cost of $500, which included insurance.During my rental, as I adjusted the rearview mirror, it detached from the windshield. As it did not obstruct my view and I was nearing the end of my trip, I did not inform your company at the time. When I returned the car on March 8, 2023, the employee at the rental office (*** airport) said everything looked fine and did not indicate any issue with the mirror.However, a week later I found an additional $821.25 charge on my credit card from the company for "damage repairs." When I contacted the company, I was informed this was for the replacement of the rear view mirror. While I understand normal wear and tear is not covered, a mirror detaching when adjusted seems to indicate a pre-existing defect with the installation or mirror parts.As I had purchased insurance coverage for the rental, and there was no accident or intentional misuse that caused damage, I dispute this $821.25 repair charge as unfair and unreasonable. I ask your help to get the refund of this charge and have the company to take responsibility for what seems to be faulty equipment or installation. Thanks for your assistance.Best regards,*********************

  Business Response

  Date: 03/03/2024

  Hi, Yuwei! I know this can be frustrating. Feel free to reply to our claims team recent email as this was taken care of by them. Please keep an eye on your spam inbox too, just in case our emails land there.

• Initial Complaint

  Date:02/19/2024

  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 2/4/2024 I went through Priceline to find a rent car in *******. Kyte had an offering for a good price. * I went through the process, but when I got to the payment part, the price was higher. * So, instead of confirming, I went back to select another car. No Kyte cars available. So, I left Priceline and went directly to the Kyte website. * I found a car and secured it. * I got an email that confirmed the the FIRST car was secured and they charged my card. * I then got an email confirming the second car was secured and they charged my card. * I messaged customer service. Long story short, she cancelled the first AND the second car, so I had to start over. * I started over. got another car. * On 2/14/2024 I got an email stating I didn't meet the requirements. No reason given other than referring me to section 2 of the contract with myriad requirements. It's possible I received a traffic ticket SEVEN years ago, but I don't think so. No idea why I didn't qualify, and they didn't tell me. For reference, I traveled for a living for about 40 years (I'm retired). I have rented over 1000 cars across about five rental companies. I've never been turned down. I rented a car two months ago.

  Business Response

  Date: 02/19/2024

  The customer is still being assisted by our Customer Experience Team. We will continue to work on this with him via the open email communication thread. Thank you!

• Initial Complaint

  Date:01/24/2024

  Type:Customer Service 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 failure to deliver the 7-seater SUV I paid for ($627.70, the sale contract was made on 9/8/2023) on 12/25/2023 is simply unacceptable. Not only was I informed at the last minute, around 9:30 am on 12/25/2023 - a mere half-hour before pickup - that they could only provide an economy car, but this also completely disregarded the confirmation from their employee, ******. This isn't just poor service; it's a failure to meet a legal agreement.The inconvenience caused by this is more than just a nuisance. It led to a lost day, disrupted plans, and forced one of my team members to separate from our group. Additionally, I had to bear the extra cost of renting another vehicle at a steep price of $1409.56 and the **** **** of $13. This situation demands compensation.Here's what I expect:Refund the difference of $781.86 for the vehicle price immediately. Pay back the $13 I had to spend on **** due to travel to the pick up location.

  Business Response

  Date: 01/24/2024

  The customer has escalated this concern to one of our team managers and they are currently working on this concern together. We strongly recommend to direct communications through that email thread so we can assist him immediately.

  Customer Answer

  Date: 01/25/2024

   
  Complaint: 21193099
  
  I am rejecting this response because:

  I have patiently adhered to the two-week timeframe provided by one of your managers. However, the absence of any updates thus far is unacceptable and falls short of professional customer service standards. Timely and effective communication is essential in resolving customer issues, and this lack of follow-through is not the way to **************** with clients.

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

  Business Response

  Date: 01/25/2024

  Hi Jun! As discussed over the email thread, we had reached out to the finance team to follow up. We appreciate your patience on this matter.

  Customer Answer

  Date: 01/26/2024

   
  Complaint: 21193099
  
  I am rejecting this response because:

  I'll accept your response until your finance team processed the transaction. 

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

• Initial Complaint

  Date:01/23/2024

  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 have been a repeat customer with kyte for over a year, booked 10 rentals with them so far, spent a lot of money with them over this time. A recent rental I had, the splash shield under the car fell while I was driving and started dragging. I notified the company, duct taped the splash shield up, as it was a holiday and I couldn't take it in anywhere, and notified the company. It fell again upon my returning it to kyte. They have charged me $674 and are holding me responsible for this "damage." It was barely hanging on when I got it, which is why it fell during my trip. When I had to crawl under the car to tape it up, it was clear this had been damaged and worn out for a while and was barely hanging on by a thread. So of course it fell when I drove it. No incident occurred, no accident or impact caused this issue, it was a failure on kytes part to inspect and maintain their vehicle before renting it to me. The claims adjuster, ********, is ignoring my questions and withholding info on how I can escalate or dispute the matter. Another employee connected me with someone who is supposed to be looking into the issue but that person has not responded to me in several days. Kyte fails to inspect and maintain their vehicles, then pins the cost of that maintenance on paying costumers, as "damage" in the form of a claim. ************** practices are unethical and unsafe, I'd guess illegal as well, and someone should look into them and hold them responsible for their negligence.

  Business Response

  Date: 01/23/2024

  Hi there! I wanted to let you know that I've escalated your concern to our Claims Team and they will be reaching out to you as soon as possible to provide assistance and guidance. To help streamline the process, it would be really helpful if you could reply to the email they previously sent regarding your claim. Responding directly to that email will ensure your message goes straight to the Claim Specialist handling your case for a more efficient communication. We really appreciate your patience and understanding as we work to resolve your concern. If there's anything else you need in the meantime, please feel free to reach out.

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 21185272
  
  I am rejecting this response because:

  I have repeatedly replied to ****** emails directly, and my questions have been continually ignored. I've been told several times someone will follow up with me, in my attempts to escalate the issue, but they haven't yet. The most recent reply said they escalated it and someone would be in touch with me. Until that actually happens, I will not be satisfied, and won't accept the business's response to this complaint.

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

  Business Response

  Date: 01/25/2024

  Have you replied to claims' recent email? If so, please email them again by replying to it as we have already communicated your feedback and ask them to email you back.

  Customer Answer

  Date: 01/27/2024

   
  Complaint: 21185272
  
  I am rejecting this response because:

   

  kyte is still ignoring my questions. Every time I have received a response from kyte they have ignored my specific questions and just continue to repeat their reasoning for why I'm being held responsible. No one can have a conversation with me and listen and actually respond to what I'm saying. They are robots just reciting what their official ruling is, and refuse to answer my questions that clearly poke holes in their reasoning. This company is a scam.
  
  Sincerely,
  
  *********************