ComplaintsforRentalcars.com

• Initial Complaint

  08/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I reserved a car that I am supposed to be able to cancel. I was never sent a confirmation email. ****** DOES have the reservation though and I was charged for additional insurance on the car. The system took my information down in a FUNKY way. ****** says the reservation is through ********* and they cannot cancel a third party booking. ********* says it is through rentalcars.com. My credit card says it is through ************. Rentalcars.com is denying having the reservation. Booking.com is impossible to contact because I don't have a way to look up my trip with them. There is literally no way for me to cancel. I have spent hours trying. This is another last ditch attempt. Please contact me at the phone number I provided to BBB. I will be disputing the charge with my credit card.

  Business response

  08/05/2024

  Good morning **** *******,

  Thank you for contacting ************

  I am very sorry to learn of your experience.

  To help us look into this matter on your behalf, we require your Booking.com Transport reservation number. This is 9 digits long and can be found on your confirmation email/voucher.

  Once we receive this from you we will look further in to your query.

  We look forward to your reply.

  Kind regards

  Lisa-Marie

• Initial Complaint

  07/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I rented a car via email on 07/11/2024, rentalcar took the total amount of rental fee plus insurance which totaled $221.92. After my flight going to the rental center, they denied my rental because of my credit, they card was not the reason for denial but my credit. Hi ******, Thank you for booking through *******. Your voucher is now available online to print by clicking through the “Manage my Booking” button below. You can also review your reservation Manage my booking Things to remember when picking up your car • Your voucher. • A valid credit card in the main driver's name. • Your Driving Licence (Both parts if applicable). Please also check the Terms and Conditions of your reservation to make sure you do not need to take other forms of identification with you when picking up the vehicle. At the ****** counter, you may decide to buy additional cover – to reduce or remove your excess, or to cover things your Collision Damage Waiver (CDW) doesn’t, such as tyres and windscreen. Please Note: If you do buy a policy from ******, that contract will be between you and ******. Since ******* will not be involved at all, we won't be able to help if you're dissatisfied with the cost of their policy – or the cover it provides. Car Group: ****** **** or similar Booking Reference Number: ********* Supplier: ****** Pick-up details: Country: USA - Other City: Raleigh, NC Location: ******* ****** ************* ******* ******* * ****** ************* ******** **** ****** *** *** ******** *** **** ***** Date: 13 Jul 2024 10:00 Drop-off details: Location: ******* ****** International Airport ******* * ****** ************* ******** **** ****** *** *** ******** *** **** ***** Date: 16 Jul 2024 19:00 Total Cost: US$221.92 Flight number: *****1 Requested extras: RentalCover CDW - PrePaid x1 Special Requests: N/A We hope you enjoy your rental. Kind regards, *******

  Business response

  07/26/2024

  Dear ****** **********
  
  Thanks for your time earlier on the phone.?
  I am pleased to inform you that:

  The total cost of your booking was US$ 221.92 that you
  have corresponded us for the unused reservation n. *********, but we have previously refunded the cost of the Rentalcover for 48 USD and as written above, we are now refunding the remaining balance of 173.92 USD.

  Please note this has been done as a commercial gesture, since accordingly to the terms and conditions you agreed at the time you made the reservation online, you were not entitled to any refund.
  You will receive the money within 7/10  working days to the same card used to pay the reservation online.?
  
  I hope for the future you can contact us directly form the location so we can take care of the situation immediately and I am sure my colleague would try to provide you an alternative car or any solution available.?
  Kind regards?
  
  Claudia

  Customer response

  07/26/2024

  ***** *********** *********************** ***** ******* **** *** **** ***** ** *** ********** *********************** ******** *** *** **** * *** ******* **** *** ******* *********** ********* ********* *********  

  Good Morning,  just received message from the rental company,  they agreed to fully refund the total amount of the rental.  Thank you so much for your assistance 

• Initial Complaint

  06/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I booked a rental car from rentalcars.com (via ***********), ultimately with *****. When I booked via rentalcars.com, it told me that the price was all-inclusive, and that what I paid upfront would cover all taxes and fees, except for an Airport Concessions fee that would be charged at the airport. However, at the airport, I was charged $54.59 in taxes. I was tired from a long flight, and had just learned that my bag was delayed, so I did not fully realize until after I paid. I tried to sort it out with rentalcars.com afterwards, and it has now been a week since their last response. First, they told me there was nothing I could do via a form email that did not address any of the specifics of my case. Then they didn't respond when I tried to explain further, so I contacted again via chat -- I was then told to email a different address, which then told me to respond to my original inquiry. Again, no response in a week. I would like a refund for the extra charges of $54.59, and an apology. They should not be able to charge me above the quoted rate, and I should not have to go to such great lengths to get back money that should never have been charged in the first place. Honestly, given the time and effort, I would hope that they would apologize with a partial refund.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 28, 2023 our family used rentalcars.com to book a car in ********, ******** on June 9-15 at the airport for 6 days and paid $150. The car vendor was through ****. Reservation #*********. Upon showing up at the airport to pick up the car, we discovered that **** was not even at the airport and hadn't been for some time according to other rental car companies. This required us to leave without a car, and pay for and take an **** to and from our airbnb unnecessarily. We contacted **** mutliple times without response, and then had to take 2 different ***** with our large family and luggage 1 hour away to our destination at our own expense. We also had to pay for ***** in the days following while rentalcars.com said they were "working on a resolution." We asked to speak with managers, and received no call, and talked to 4 different agents on their chat feature using hours and hours of our precious vacation time to come up with a resolution. We requested another car be dropped off to us in our current city, which rentalcars.com refused to do, and to be reimbursed for our **** expenses, and missed days on our rental car. We spoke to them Sunday, Monday, and Tuesday without a resolution and the best they could come up with was to rebook us a car and charge us $50 more ($201) for only 3 days of car rental instead of 6, and have US take an **** to pick up another car 2 hours away round trip (instead of delivering the car to us). We are absolutely appalled by the customer service we have received, and are just asking rentalcars.com to make this right. We are asking for 100% compensation for our car reservation that we have not received, compensation for all the ***** we've had to take due to not receiving our car, compensation for any difference in price in another car reservation which will certainly be higher. And compensation for a delivery fee to drop the car to us. As well as compensation for missed vacation time.

  Business response

  06/26/2024

  Please find email sent to customer on 12/06. We also sent a follow up on 17/06 and 20/06. We will be closing the case if we receive no response soon.

   

  Good morning *****
  ?
  Thank you for contacting Rentalcars.com. My name is Shannon from the Complaints Executive team, and I will be assisting with your query.
  ?
  I am sorry to learn that you were unable to collect the hire vehicle as the location did not exist apparently and are requesting a refund and compensation and I would like to inform you that I am looking into this for you and will be back in contact with you once I have received a response from the supplier.
  
  Please can you provide me evidence of any costs you incurred due to this such as **** receipts and rental agreement if you made another booking elsewhere.
  ?
  Thank you for your patience in the meantime.
  ?
  Kind Regards
  Shannon

• Initial Complaint

  06/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We planned a vacation in the **** ** ****** in May. When we searched car rental agencies in ******* airport in *******, ****** to provide rental car with unlimited mileage, the rentalcars.com presented us one of car rental company called *** *** ******. Then, we made the reservation with the rentalcars.com. However, on May 17, 2024, when we arrived the *** *** ****** office, we were told that the unlimited mileage can only be used within province Ontario. If the car is used to travel outside of Ontario, there will be extra charge per mileage. Immediately I asked to cancel the reservation and refund full amount charged. The *** *** ****** people told me: "don't worry. there would be no charge to you since you did not pick up the car". But later we found that the rentalcars.com still charged full amount ($254.67) on my credit card. I immediately contacted the rentalcars.com. Then they only agreed to partially refund $199.68 to me and still charged me $55 without any reason. No matter how many times, I contacted their customer service, they refused to discuss the refund of the $55.

  Business response

  06/04/2024

  ****** **** ***** *** ******* **** ** *** ******** *    **** ******* ******
  
  Thank you for contacting Rentalcars.com. My name is Shannon from the Complaints Executive team, and I will be assisting with your query.
  
  I understand you are requesting a full refund of the remaining amount of 54.99USD as you were unable to collect the vehicle due to the supplier charging for mileage.
  
  Please be advised you were entitled to unlimited mileage within the state you were in and our terms and conditions do state regarding cross border travel -
  
  Extra services (payable at counter)
  One-way rules
  One-way rules
  One-way rentals are not available - you will need to drop the car off at the pick-up location.
  Cross-Border and Boundary rules
  Cross-border
  Cross-border travel to other ********* and to the *** is allowed on request. The price for travel to another province will be *** 50.00 per day. Travel to the ****** ****** is *** 100.00 per day.
  Mileage outside of the province of ******* will be limited to 300 km/day, 1600 km/week, 2500 km/bi-weekly, 3500 km/month for compact to full size sedans. Any extra mileage will be *** 0.12 /km.
  For SUVs/Vans, mileage outside of the province of ******* will be limited to 200 km/day, 1400 km/week, 2400 km/bi-weekly and 3600 km/month. Any extra mileage will be *** 0.18 /km.
  
  It is the customers responsibility to ensure they have read the terms and conditions and when you make payment on the booking this is you agreeing to the terms and conditions.
  
  Please also find below our cancellation terms and conditions -
  
  If you cancel:
  
  MORE THAN 48 hours before your rental is due to start, you’ll receive a full refund (if you paid a booking deposit when you booked the car, you won’t get the deposit back).
  LESS THAN 48 hours before, or while you’re at the rental counter, we’ll refund what you paid minus the cost of 3 days of your rental - so there won’t be any refund if your car was booked for 3 days or less.
  AFTER your rental is due to start (or you just don’t turn up) you’ll receive no refund
  
  Given we received no contact from you at the pick up time you were entitled to no refund, however, we have provided you a good will gesture refund of 91.68USD.
  
  Due to the everything I have explained I am unable to offer you any further refund and this is our final response on the matter.
  
  After your case closes, you may receive an email with a survey to score your level of satisfaction with the service provided by me during this case. If you’re happy with the way I communicated with you, I’d appreciate you giving me a good score.
  
  This survey is just about me as an employee. However, there will also be a comments section where you can leave your feedback about the whole experience.
  
  I'd like to thank you in advance for your fairness that reflects your level of satisfaction with the way I treated you.
  
  In closing, I would like to take this opportunity to wish you a good day.
  
  Kind regards
  Shannon

  Customer response

  06/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:  The business asked me to contact them when I canceled the reservation. The Fact is:  In *** *** ****** office, I did confirm with *** *** ****** personal, what do I need to do in order to get full refund? they assured me that " don't worry, since you did not pick up the car, there would be no charge on your credit card". Also the car rental service provided by the *** is not real unlimited mileage car rental, but the rentalcars.com still present as unlimited mileage car rental service to me, this is misleading customer.  I am still demanding the full refund from the rentalcars.com. This kind of business practice is not acceptable. 

   

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

• Initial Complaint

  05/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Complaint Summary: Unfair Reservation Policy and Poor Customer Service Complaint Details: To Whom It May Concern, I am writing to file a formal complaint against rentalcars.com concerning my recent rental experience. Booking Information: Booking Number: *******85 Date of Booking: May 23, 2024 Rental Period: May 23, 2024, to May 27, 2024 Rental Car Company: ****** *** ****** Location: *** Airport Description of the Problem: I reserved a car from ****** *** ****** at *** airport through rentalcars.com for the period of May 23 to May 27, 2024. Due to a flight delay, I arrived late to pick up the car and contacted ****** *** ****** immediately. ****** refused to modify my reservation and directed me to rentalcars.com. I called rentalcars.com, but the representative also refused to make any changes or issue a refund. Despite my request to adjust the pick-up time or offer any alternative, they insisted that, per their policy, I would not receive a car or any refund for the four days I had reserved. They informed me that I would incur a "total loss." I believe it is within the company's ability to accommodate a later pick-up time. Their policy appears designed not to mitigate their loss but to generate additional revenue at the customer's expense. This approach to business is unethical and should be addressed. Impact: These issues caused significant inconvenience and financial loss. The lack of flexibility and poor customer service have resulted in a highly negative experience. Desired Outcome: I am seeking the following resolutions: A full refund for the unused rental period. An apology for the poor customer service and inflexible policies. A review and amendment of their policies to ensure fair treatment of customers in case of delays. Thank you for your attention to this matter. I look forward to a prompt and fair resolution. Sincerely, **** **** *********************** **************

  Business response

  05/30/2024

  
  
  Good afternoon ****
  
  I hope you are well.
  
  My name is Gaynor and Im one of the Complaint Executives at Rentalcars.com/Booking.com.
  
  Please accept my apologies that you have felt the need to escalate this query through the Better Business Bureau.
  
  Going forward all contact will be through this platform for your records.
  
  I have reviewed the case and can see that you have stated that you arrived late due to a flight delay and when you got to the rental counter it was closed.
  
  You contacted us the next day and we offered you a partial refund of 1 of the 4 days rental which was the correct offer to make to you.
  
  I understand you feel that this is not fair and that you would like a full refund of this booking.
  
  At the time of making the bookings we offer a link to the Terms of rental, this is also offered to you throughout the entire booking process to give the customer ample time to review them and decide whether they meets their needs.
  
  Within the Terms we clearly talk about flight delays so that customers are aware of the policy.
  
  By confimring and paying for the rental you are also agreeing that you have read and agree to the Terms.
  
  Once the inital rental pick up time has passed the booking cannot be amended in any way.
  
  Usually we find that customers are aware of the flight delay prior to boarding the flight so we hope that the customer will use this time to contact is to let us know. We may at that point be able to offer some form of amendment as the booking is still classed as pre rental.
  
  The Terms are set by the indevidual suppliers who all have different grace periods however most would only offer up to 59 minutes.
  
  With all this being considered Im still happy to offer 34.30 USD ( 1 days rental) as a resolution to your query.
  
  Please let me know now if you would be happy to accept this so i can process the funds.
  
  Regards
  
  Gaynor

• Initial Complaint

  05/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We rent a car through this company for our short stay in ********* from Feb 25-27, 2024(#*********). on Feb 23 we were told by the local authority that we were not allowed to get off the ship on Feb 25 due to the outbreak in the ship, we immediately notified the local car rental company who rentalcars.com does the business with and they referred us to rentalcars.com to get our money back. My partner (****** *****, he is the driver) sent several emails to their customer service(rentalcars.com), every time they returned with the same message and asked for the same rental information again and again. Finally, we got tired and called them, their manager on duty (whose name is warren) clearly told us that the names and email in their system for this booking did not match with the one what we told him over the phone and refused helping us (the same trick that they played in the emails). After two hours over the phone with no progress, we went ahead and sent ******** message to local rental agency who rentalcars.com does the business with for our booking, they confirmed that the name that we used to be verified by rentalcars.com over the phone is the same name in their system (please see the attached documented proof). what rentalcars.com claimed that names and email (I only have one regular email) do not match, it's a scam--To prevent the customers to get the refund that they deserve.

  Business response

  06/10/2024

  Good morning,

  Thank you for contacting RentalCars.com/***********.

  The reservation number provided on this query is incorrect and does not relate to customer who has raised the query.

  We have however, found the correct reservation number and contacted the customer directly with a resolution to the complaint.

  This matter is now resolved and closed.

  Kind regards

  Lisa-Maire

• Initial Complaint

  04/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I rented a car from ******** from Rentalcars.com in Jan, 2024. My rentalcars.com booking reference is *********. On the Voucher you can see a deposit of *** $500 (including tax). My actual credit card was charged $638 USD. I believe that they over charged me approximately $340 USD in this transaction and request a refund.

• Initial Complaint

  04/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi, I rented a car trough rentalcars.com for our trip to ******* ***** in February 2024. Our flight arrived late and the company was closed. We went early the next day and they told us they had no cars and our reservation was cancelled so they didnt rent us the car and we had to rent from another company. I sent my complaint to rentalcars.com and they dont want to refund the money and dont give me any explanation.

  Business response

  04/19/2024

  Good morning ******** ********,
  
  My name is Lisa-Marie and I am a Complaint Executive at *********** Transport. I have taken ownership of the complaint you have raised.
  
  I am very sorry to hear you were unable to collect your reserved vehicle from ****** at *** ******* Airport on 20th Feb '24
  
  From what I understand, and my understanding is based on the information available to me at the moment, you experienced a flight delay and the ****** rental desk was closed when you arrived. Due to this you had to spend the night at the airport which resulted in you having to pay for a hotel and you lost out on the nights stay you had originally paid for. As you didn't collect the vehicle you are seeking a full refund of 535.08 USD. Please do correct me if my understanding is wrong.
  
  When a booking is made using our services, the pickup time is very important as this helps both us and our supply partners manage the fleet availability so it’s crucial that customers arrive on time.
  
  Please allow me to remind you of the "grace period" information stated in the terms and conditions of your reservation:
  
  Grace period
  You must be at the rental counter by your pick-up time: if you’re late, the car may no longer be available, and you won’t be entitled to a refund. If you think you might be late, it's vital that you contact the rental company at least 30 minutes before your pick-up time, even if it's because of a flight delay and you’ve provided your flight number.
  
  During the booking process, a flight number is requested if you are arriving on my plane. The below is also advised in the terms and conditions. Please see below:
  
  Arrival details
  Flight Details
  If you are arriving by plane, the car hire company needs your arrival flight number at least 3 days before your rental is due to start. If you do not provide your flight number, the car hire company cannot be held responsible if your plane is delayed and as a result your car is not available. Please ensure that you enter your flight number and not any other number the airline may have sent you, such as a confirmation number.
  If your flight is delayed, please call the rental counter during their opening hours.
  
  According to the notes on your reservation, an email was sent to you on 23rd January requesting your flight number but I am unable to see we received this information from you. 
  
  By processing payment for your booking, you have confirmed that you had read, understood and accepted the terms and conditions of your reservation.
  
  I am sorry to go into this much detail surrounding the terms and conditions, and my intention is not to cause you further dissatisfaction with your rental, it is to show that it is the customer's responsibility to read and understand the terms and conditions before accepting them. Our terms and conditions are there to ensure each of our customers are treated fairly. I trust you understand.
  
  Lastly, our contact number is provided on your voucher and we encourage customers to contact us at the time, however having checked your reservation the first contact we received to advise us of your issue was on 7th March '24. Had we been contacted at the time we would have looked to seek alternative arrangements to help you continue with your journey, but sadly we were not given this opportunity.
  
  By arriving late and not providing your flight number you have failed to adhere to the terms and conditions of your reservation, so I must respectfully decline your request for a full refund.
  
  I am however, happy to make an exception to our cancellation policy and offer you a 50% refund (267.54 USD) as a commercial gesture on this occasion.
  
  Therefore I kindly ask if you would confirm, by return contact, that you are happy to accept my refund offer of 267.54 USD as a positive resolution to your complaint.
  
  I understand that you may have been delayed through no fault of your own, and you do have the option of contacting your flight provider to reclaim a refund of our cancellation fee and your hotel expenses and its due to their failure that you have incurred these expenses.
  
  Once I receive your acceptance of my offer, I will issue your refund without any further delay.
  
  I look forward to your reply.
  
  Kind regards
  Lisa-Marie

• Initial Complaint

  04/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Rented car through website, prepaid. Flight was delayed and by the time arrived at renal counter was 3 hours late. Was denied car renal and refund because car rental window has lapsed.

  Business response

  05/10/2024

  **** ******* ** ****** ****

  My name is Lisa-Marie and I am a Complaint Executive at RentalCars.com. I have taken ownership of the complaint you have raised.

  I am very sorry to hear that you were unable to collect your reserved vehicle because you arrived late due to a flight delay. 

  I have looked further into your complaint and would like to share with you my findings.

  Your original reservation was *********, however due to your flight delay you were unable to collect this. You contacted us from the location and was advised if you made a new reservation and a full refund would be issued. You did indeed make a new reservation with us (new ref *********), however your refund was taking too long so you contacted your card provider to dispute our original charge through them. 

  Your card provider did contact us and I can confirm we have provided them with the outcome. Regrettably, I am unable to disclose the outcome of your chargeback request, however I would encourage you to contact your card provider directly to ask them for an update.

  As a chargeback has been received and outcome provided, this matter is deemed as resolved and will now be closed.

  After your case closes, you may receive an email with a survey to score your level of satisfaction with the service provided by me during this case. If you’re happy with the way I communicated with you, I’d appreciate you give me a good score.
  
  This survey is just about me as an employee. However, there will also be a comments section where you can leave your feedback about the whole experience.
  
  I'd like to thank you in advance for your fairness that reflects your level of satisfaction with the way I treated you.
  
  In closing, I would like to take this opportunity to wish you a good day and an enjoyable weekend.

  Kind regards

  Lisa-Marie

  
  

  Customer response

  05/10/2024

  
  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,
  
  ****** ***

*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. ↩