ComplaintsforFrontier Airlines, Inc.

• Initial Complaint

  12/03/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The website advertised 49 dollars in cancellation fees but charged me ****** dollars stating that the 49 dollars was per person one way cancellation. I think this is deceptive marketing and advertising practice and I would like to get a full refund on my reservation. I cancelled my reservation due to COVID concerns. Charging 50% cancellation is simply not fair.

  Business response

  12/08/2021

  Hello,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Thank you for contacting Frontier Airlines regarding the cancellation of your December 25, 2021 flight from ****** to ******* I am very sorry for any confusion that the cancellation policy regarding this reservation has caused you.
  
  As is stated on our website, the cancellation policy does impose a cancellation fee of $49 per passenger and per direction for flights 59 to 7 days out from departure. This information is provided here on this link. I understand how frustrating this matter has been for you, and I understand that this policy might have caused some inconvenience to you. We are not, however able to provide a refund in this matter as the cancellation fees were fairly assessed per our policies.
  
  We attempt to provide fair and consistent services to all of our customers, and so we are unable to waive these fees.
  
  I am very sorry for the inconvenience that this matter has caused you, and I sincerely hope that this will not deter you and your family from future travel with Frontier Airlines.
  
  Regards,
  
  Customer Relations Specialist
  **********************

  Customer response

  12/08/2021

   
  Complaint: 16328888
  
  I am rejecting this response because:the advertising practice is not clear and I consider it misleading.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  12/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was traveling with Frontier in August when I had to make a change at the last minute. I saw the difference in fare was $70 which seemed fair and there was no change fee. So I went for it. However, my card was charged $157. Which was weird. As I looked into it, it turns out Frontier deliberately charged my card for too much and immediately issues an $87 gift card only useable on their flights. I called them and they said they don't do refunds. I called my card company and spent many hours on the phone trying to get the money back from them to no avail. So this is my last effort. It is an extremely sketchy business practice and one I find hard to believe. Unfortunately, I did not think to take a screenshot of the price when booking (because why would I?) and because of that, I cannot get my money back anywhere else.

  Business response

  12/08/2021

  Hello,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Thank you for contacting Frontier Airlines. We appreciate receiving your email and are happy to address your concern.
  
  While reviewing your reservation, I noticed that a charge dispute was filed with your bank on the payment made.
  
  I apologize for the inconvenience however, we are unable to process your request because of the charge dispute that was filed with your bank. Please contact your bank for additional assistance with the charge.
  
  We appreciate your patience and hope to service your travel needs in the future.
  
  Sincerely,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  12/03/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My complaint involves a multi-day issue caused by extreme errors on the part of Frontier staff; thus, this complaint will not fit in this box due to the 2000 character limit. I have attached a document with my full complaint below. I have contacted Frontier regarding this complaint and got an extremely unsatisfactory response, and I am seeking help from the Better Business Bureau to receive appropriate compensation from Frontier.

  Business response

  12/05/2021

  Hello,
   
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.  First and foremost let me apologize on behalf of Frontier Airlines for all the frustration that this has cause you.
  
  I will be further investigating this for you. I will email you as soon as I have any updates for you.
  
  Sincerely,
  
  Customer Relations Specialist
  Frontier Airlines

  Customer response

  12/10/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I thank the Frontier representative for responding to my complaint. I will await this representative to further contact me once they look further into this issue.  
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  12/01/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Oct. 16, 2021 i purchased a return flight from Las Vegas to Cincinnati on Frontier Airlines (Booking No. ******) as part of a bundle through *******. On Oct. 18 I realized that the return flight departed a day before i was scheduled to leave Las Vegas. I contacted ******* and was told that they could change the hotel dates for no charge, but not the flights, because Frontier was a budget airline, and I would have to call directly. I called Frontier Airline and explained this to the agent. I explicitly told him that I would NOT change flights if there was a change fee (I would change hotel dates for free). He assured me that he had "waived the change fee" and changed my flight. When I received the email confirmation he had booked me on the WRONG flight for a higher airfare, leaving two days before my scheduled departure, AND charged a change fee. After multiple phone calls a supervisor named Anna, booked us on the correct flight and after listening to a recording of our initial conversation agreed to issue a $180 voucher for the higher fare and change fees. It was suppose to be emailed to me, but was never received. After countless hours on the phone with Frontier agents, representatives, supervisors and customer service I was offered a voucher for $82, which I refused. I was told that a quality analyst would listen to the full conversation and get in touch with me in 5-7 days, but no one ever did. When I called back on Nov. 29, I was told that no refund or voucher would be issued and that it was my problem, even if the charges were the result of an error by one of their agents and that they did not intend to honor the word of their agent who assured me their was no change fee or the supervisor who offered the $180 voucher. I have sent a letter via email to Mr. Barry L. B*****, CEO, Ms. Trisha M*****, Director of Customer Services with the details of this issue including, booking number, dates, and the names of the Frontier employees I have spoken to.

  Business response

  12/07/2021

  Hello,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Thank you for contacting Frontier Airlines regarding your incident with an agent for your flight on November 16,2021 from Las Vegas to Cincinnati.
  
  We do apologize for the inconveniences that you have had in trying to get this incident resolved due to the error of another agent .
  
  After reviewing the record in our system we see where the agent gave misinformation about  your reservation not receiving  fees and still being charged for it . On behalf of Frontier Airlines I would like to issue you my deepest apologies .
  
  Along side our apology I have reversed the fees on the reservation and have issued you a credit for the XXX.XX and have given it a 12 month expiration date for use for future flights .  At the bottom of this message as well I shall issue instructions on how to redeem this voucher for you so that you may be able to use it at anytime.
  
  Your  expiration date is December 07 ,2022, you d not need to fly before the expiration date you need only book before the credit expires.
  
  If you have anymore questions or concerns please feel free to contact Frontier Airlines and we shall assist you further .
  
  We do wish that you could have experienced a much better flight than the one you had under much better circumstances and we do wish that you have a wonderful day .
  
  To redeem your credit:
  
  -Go to www.FlyFrontier.com
  -Create a new reservation
  -On the payment screen
      -Click on the box that says "HAVE A FRONTIER CREDIT?        ADD FRONTIER CREDIT HERE."
      -Enter confirmation code:
      -Enter email address:

  Regards,
  
  Customer Relations Specialist
  Frontier Airlines

  Customer response

  12/09/2021

  
  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

  11/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have booked the flight with Frontier Airlines round trip for me and my family from Newark Liberty International Airport to Orlando International Airport. My return flight is on November 23rd, 2021 with Flight #**** which departs Orlando International Airport at 9:44 AM. When I got to the airport and got the boarding pass, it stated that the door close time is 9:29 AM. There was a huge line at the security check and when we got to the gate, the time was around 9:27 AM. We were informed that we can't get in anymore even though we made it in time. They offered to rebook the flight which departs Orlando International Airport at 9 pm with more than 12 hours waiting which I couldn't accept because my baby had a terrible allergic reaction the night before and we want to go back home as soon as possible so we can go to see the doctor but they couldn't do anything about it. I ended up have to book the flight with United Airlines which departed Orlando International Airport at 11 AM and paid $268.80 extra for this trip for both me and my wife.

  Business response

  12/04/2021

  Dear,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Thank you for reaching out to Frontier Airlines with your concerns regarding your experience on November 23, 2021 when traveling from Orlando, FL to Newark, NJ. I'm really sorry to hear that you were not able to travel as planned.
  
  Once a flight is closed, our agents are unable to reopen the flight. It is recommended to arrive at the airport at least 2 hours in advance of your flight. Since the tickets are non-refundable we aren't able to provide a refund. This is why the ATO offered to rebook you on the next available flight. I can definitely understand that the next available flight did not fit within your travel plans and would like to offer to place the funds in a credit good for 12 months. Please let me know if you would like to move forward with this option.
  
  Kind Regards,
  
  Customer Relations Specialist
  Frontier Airlines

  Customer response

  12/06/2021

   
  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

  11/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Booked a flight to **********. Called agency to confirm some questions. No one told me about the mandatory health form. Checked into my flight 24 hours in advance. Still no notification of mandatory health form. Arrived at ticket counter, and had an agent print my ticket and paid for my cat. No mention of mantatory health form. Boarded a flight to connection in ******** No mention to see my health form. Arrived 2 hours early. Was zone 3. Back of line. Was not asked for my mandatory health form until I was scanning my passport. We had 8 mins to figure it out. No website was provided. No details as their english was barely understandable. Thats ok, it's not their fault, this deceit is either intentional (increased profits from rebookings) or just extremely poor management. 3 other passengers missed their flight that day. I had an unhappy cat and no one to tell me what to do. Devastating is to put it mildly. Stood in line for an hour- no agents would speak to us - they continued to check in other people. I was trapped at the airport until I had to go to a hotel at my own cost, and couldnt be rebooked for 4 days. This is the worst thing that any company has ever done to me. They sent me at least 3 emails leading up to the trip about "upgrading my seat" "buying my carry-on", and other ways to squeeze money out of me. Its terrible business practice and I believe we have a case. I witnessed 3 others, who knows how many happen a day/week/year.

  Business response

  12/04/2021

  Hello,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Thank you for contacting Frontier Airlines regarding the mandatory health form from your November 28 2021 flight from ******* to *******. I am sorry to hear that you were not able to board your flight on this date due to the mandatory health form.
  
  The mandatory health form is requested from the government of ********** and is not a Frontier Airlines imposed document. The ********** Health Pass was designed to screen international arrivals in order to minimize the risks associated with the coronavirus pandemic. All adult travelers who wish to enter ********** are required to complete this form.
  
  Once you submit your application, the iVisa website forwards the ********** Health Pass to you via email before your trip, so you can show it to the authorities when you get to the airport. As this is  a government required documentation, it is required that the customer fill out this form and apply for the pass of their own recognizance , as with other travel documentation.  You may view this form here:
  
  In terms of your reservation I am able to queue this reservation for the creation of a travel credit for the cost of the flight that was not taken on this reservation. Please let me know if you would like me to proceed with this request.
  
  I look forward to hearing back from your regarding this matter and assisting your further.
  
  Regards,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  11/29/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Frontier wrote back to me with a canned e-mail which was not the correct one for my complaint to them. I never complained about a delay. They just send any old response and ignored my actual complaint. I sent it back and never heard back again from them. I over heard that this may have been a safety issue in the cock pit. You requested assistance from our on-line support form. Below is a summary of your request and our response. Topic: Frontier Airlines Reference #: 211120-000075 Discussion Thread Response By Email (******) (11/20/2021 12:47 PM) Hello Thomas, Thank you for reaching out to Frontier Airlines about your flight on November 12, 2021, when you were traveling from Orlando to Pensacola. Travel can be stressful, and unexpected delays are never welcome. We’re sorry if that was your previous experience with us. Upon review, there was a less than an hour delay from your original time departure. Respectfully, we cannot honor your compensation request. The airline has guidelines and policies in place to help ensure that all passengers are handled in a consistent manner for most situations that are encountered Give us the chance to impress you on your next flight. We look forward to welcoming you on board again soon! Regards, ****** Customer Relations Specialist Frontier Airlines ************************************************ Customer By CSS Web (****** ******) (11/20/2021 07:02 AM) I was not happy with my customer experience. We were never informed of what was the reason we had to stand in the very hot jetway in Orlando when an unexpected delay took place, the line was very backed up and very disorganized, a number of us asked what the problem was and were ignored. I worked hard to become an elite member this year so I could use my benefit of stretch seating. I was in row 1 and was told to move, Later I found it it was so the FA could sit there to read her book comfortably. I feel I am due compensation for this customer service experience.

  Business response

  12/04/2021

  Hello,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Thank you for reaching out to Frontier Airlines about the unexpected flight delay on 11/12/21 when you were traveling from Orlando, FL to Pensacola, FL. We’re sorry to hear that you had to stand in the very hot jetway in Orlando and was not informed of the reason and when you asked about the problem you were ignored. In addition, you were asked to move from your selected seat so that the flight attendant could sit there.
  
  Your description of  your experience at the airport is concerning, and I can only assure you this is not the type of service we strive to provide. I'm sorry that happened to you. 
  
  Frontier wants you to have a great experience when you fly with us, so it’s disappointing when we receive reports of anything less than that. I’m grateful you brought this to our attention, so we can share your feedback with our Leadership Team who will follow up with their team to ensure your experience is not repeated.
  
  As a courtesy to you, we have issued you and your passenger a $XX.XX travel voucher that expires on 3/1/22. You are not required to travel by 3/1/22. You simply must book a reservation before 3/1/22. I have included the redemption instructions below.
  
  Voucher #XXXXXXXXXXXXXXXXXX for XXXXXX XXXXXX
  Voucher #XXXXXXXXXXXXXXXXXX for XXXXXX XXXXXXX
  
  Give us the chance to impress you on your next flight. We look forward to welcoming you on board again soon!
  
  Best Regards,
  
  Customer Relations Specialist
  Frontier Airlines
  

  Customer response

  12/05/2021

  
  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

  11/28/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 10th I flew Frontier from ******* to *** after a horrid experience in the airport I decided I wanted to upgrade my seat shortly before the flight I saw the exit row was completely empty and booked a seat. Then as everyone is loaded they PUT PEOPLE in the seats for FREE, they could have stopped the row behind me that wasn't a ***** paid seat. That is unbelievable. This was an expensive seat that was more than the round trip flight. The flight attendant gave me an email but then I never heard anything back. Reservation TEF4FA

  Business response

  12/04/2021

  Dear,
   
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Thank you for reaching out to Frontier Airlines with your concerns regarding our seating price and arrangement on 10/10/2021 when traveling from ATL-MCO. I'm sorry to hear you paid for your seating while other passengers were seated at no-cost. 
  
  Seats are randomly assigned during check-in at no cost, however, if our customer's have a seat preference he or she will incur a fee which is a valid charge. We apologize you are not satisfied with our pricing for seat selection. Being that I don't have access to the other passengers itinerary that you state were seated for free; therefore, I can only assume those passengers were randomly assigned during check-in.
  
  Frontier wants you to have a great experience when you fly with us , so it's disappointing when we receive reports of anything less than that. It is never our intent for customer's to experience at the airport to be unpleasant. Your feedback will be shared with the airport leadership team who will follow up with their team to ensure your experience is not repeated.
  
  We hope to continue servicing your travel needs. Thank you for choosing Frontier Airlines.
  
  Sincerely,
  
  Customer Relations Specialist
  **********************

• Initial Complaint

  11/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  9 Oct 2021, at about 11:22 am, My daughter and I reached the counter at Frontier Airlines to find that we were supposed to check in at least 45 mins prior to check in, so we had to catch the next flight which was 9 hrs later. I have no issue if thats the policy. I do however have an issue with customer service ,or the lack of I should say, that I received when I asked if I could have wheelchair assistance. While at the check in counter, I asked if I could have wheelchair assistance. At this time I was sweating profusely and felt like I was going to pass out. My head was practically on the counter because I was so weak. I was told no by the young lady behind the counter and her reasoning was, If we get you assistance now, we will have to pay again later when you board your flight later. I even asked for assistance to the military lounge and the no was confirmed by the lady sitting next to her, whom she referred to as her supervisor. I have never been made to feel so low as I felt at that moment. As a disabled veteran, I can say that I served my country proudly and did not deserve to be treated with such low regard from anyone especially when I am a paying customer, I was not begging for anything! I just asked for a little assistance, which anyone is deserving of. There should be much needed training in customer service.

  Business response

  12/04/2021

  Hello,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Thank you for contacting Frontier Airlines.
  
  We are happy to help you. However, for the privacy and security of our customers we ask that you reply with TWO (2) of the following:
  
  -Reservation Confirmation Code
  -Passengers First and Last Name
  -Last 4 digits of the credit card used to purchase the ticket
  
  Or you may instead provide THREE (3) of the following pieces of information:
  
  -Phone number on the reservation
  -Email address on the reservation
  -Mailing address on the reservation
  -Name of the ************* (If booked through a 3rd Party)
  -Flight Number
  -Passenger Date of Birth
  
  We appreciate your cooperation, and look forward to hearing back from you.
  
  Sincerely,
  
  Customer Relations Specialist
  **********************

  Customer response

  12/06/2021

   
  Complaint: 16184868
  
  I am rejecting this response because:

  Good Day,
  Here is the information requested, please let me know if you need anything else.
  
  Reservation Confirmation Code: YCW3Jg 
  VISA:7699
  ***** Trammell 
  *****************
  
  Thank you 
  *** Evans 
  

  
  

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

  Business response

  12/10/2021

  Hi,
  
  We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concerns.
  
  Please accept my apology for any miscommunication when arriving late for your flight October 9, 2021 from Miami to *******. I see that agents were able to accommodate you to the later flight that evening and waived the fees.
  
  There is no fee to be provided wheelchair assistance. Upon request agents will direct you to the designated waiting area for the next available agent to assist. There can be a wait as they return from assisting other passengers.
  
  It is Frontier's responsibility to assist passengers with disabilities, in accordance with the ******************************* (DOT) regulations 14 CFR Part ****** (b) which requires carriers to provide or ensure the provision of assistance requested by or on behalf of a passenger with a disability, or offered by carrier or airport personnel and accepted by a passenger with a disability, in moving from the terminal entrance (or a vehicle drop-off point adjacent to the entrance) through the airport to the gate for a departing flight, or from the gate to the terminal entrance (or vehicle pick-up point adjacent to the entrance after and arriving flight).(1) This requirement includes assistance in accessing key functional areas of the terminal such as ticket counter and baggage claim. It is undetermined if Frontier violated this part of the regulation October 9, 2021 in Miami as you would be directed to the designated waiting for an agent to assist. We could have however, done a better job of explaining.  If you wish to report this incident or pursue enforcement actions with the **************************** (DOT), it is within your rights to do so. This complaint will be counted in our summary of written complaints the we provide annually to the **************************** (DOT).
  
  We do appreciate your feedback and please be assured your comments have been made available to station management for internal review and training opportunities. Along with my apologies I have issued each of you a $25.00 travel voucher for a future flight.
  
  XXXXXXXXXXXXXXXXXX XXX
  XXXXXXXXXXXXXXXXXX XXXXX
  
  We hope you'll allow us the opportunity to restore you confidence in our service.
  
  Sincerely,
  
  Customer Relations Advocate
  **********************
  
  *****************************************
  Just follow these simple steps to redeem your voucher:
  
  1. Visit www.flyfrontier.com and select your flight.
  
  2. On the payment screen, select Have a Voucher from Frontier? Add Voucher Here, enter your voucher number in the field provided, and select Apply Voucher.
  
      Its not redeemable for cash.
      It must be booked by March 10, 2022. You don't have to travel by this date, jut make a new reservation applying.
          Note: There are no restrictions on travel date.
      Its one-time use, meaning there will be no remaining value after redemption.
      It may not cover the entire value of the purchase. Any remaining balance due must be paid by the customer.
      Its not transferable and may only be redeemed in the name of the passenger to whom it was issued.
      The name on the new reservation must match the old reservation exactly.

• Initial Complaint

  11/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/26/21 I logged onto the frontier app in an attempt to select seats for our upcoming flight while doing so my flight was accidentally canceled, upon calling customer service. I was told by the rude woman that took my call their was nothing that they could do to reinstate that flight. I did however have to go back on an re-book the entire flight over again. I would just like a refund $505.80 for flight booked 1/9/21-1/12/21 confirmation number SIFI2B.

  Business response

  12/04/2021

  Hello,
  
  We have received your correspondence as submitted to the Better Business Bureau and appreciate the opportunity to respond.
  
  Thank you for reaching out to Frontier Airlines with your concerns regarding your cancelled flight on 11/26/21. I'm really sorry to hear your flight was unable to be reinstated. Per policy, your flight cancellation is considered voluntary which did incur cancellation fees; therefore, we cannot honor your refund request.
  
  The regulation for providing refunds for non-refundable fares has not changed and Frontier continues to comply with the DOTs rules regarding refunds. The regulation states that if an airline cancels a scheduled passenger's flight, the airline is responsible for providing a timely refund at the customer's request.
  
  The DOT's notice regarding refunds does not pertain to passengers who voluntarily cancel their travel. For a passenger who voluntarily cancels their travel, the terms and conditions of our tickets remain in effect. This policy can be viewed online at www.flyfrontier.com.
  
  Thank you for reaching out to us regarding our policy. We apologize for any inconvenience this has caused you. Please let us know if you need any additional clarification.
  
  Kindly,
  
  Customer Relations Specialist
  **********************

  Customer response

  12/04/2021

   
  Complaint: 16184153
  
  I am rejecting this response because: this was done in error & not voluntarily. Im aware some of the flight has a cancellation fee but to still charge me for the entire flight is ridiculous. I have since rebooked my flight because I had no other option but to do so. I havent received any credit from this flight at all & no service was provided. I to this date havent even received not even a partial refund. I dont think the frontier airline app is too clear when attempting to select seats & well if Im eating the cost of flights I was able to reinstate or even receive a partial refund. I guess I will take my business elsewhere in the future, as clearly customer error doesnt matter to you. 

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

  Business response

  12/14/2021

  Hello,
  
  We have received your rebuttal as submitted to the Better Business Bureau and appreciate the opportunity to further address your concerns.
  
  We are disappointed that you are not satisfied with our position in this matter. It is never our intention to be insensitive to our customers when unfortunate circumstances occur. However, we must adhere to our policy across the board. Our cancellation policy is listed online, stating the fees and refund exceptions. Upon research, there is a travel credit of $XX.**. This can be applied to any future flights with Frontier, it will expire on 12/12/22.
  
  Again, we sincerely apologize for this experience, and thank you for your past loyalty. We hope to service your travel needs under better circumstances in the future.
  
  Best Regards,
  
  Customer Relations Specialist
  **********************
  ******************************************************
  To redeem your credit:
  -Go to www.FlyFrontier.com 
  -Create a new reservation
  -On the payment screen
      -Click on the box that says "HAVE A FRONTIER CREDIT? ADD FRONTIER CREDIT HERE."
      -Enter confirmation code:XXXXXX
      -Enter email address:XXXXXXXX@XXXXXXXXX
  If applicable, a credit card will be required for any residual value.

  Customer response

  12/15/2021

   
  Complaint: 16184153
  
  I am rejecting this response because: I dont agree with this scam of a policy you have, but whatever close my case Ill just take my business elsewhere in the future. Scammed out of $500 for an error. Wonderful policies & completely unsatisfied with this. 
  $15 credit *** as well keep it too wont be using it in the future.
  Sincerely,
  
  ***************************

*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. ↩