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:01/12/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a trip through rental cars.com for a vendor called ***. When I went to pick up my car, they refused my card because it was a debit card. A) it has a ********** logo B) the site doesn’t state no debit cards C) I used the card to book my rental I was advised they would notify the company that I was a no show & to call once it was updated in the morning. He gave me a card for another provider to use. I called an Uber to wait until my records were updated per the instructions received. Upon reaching out this morning I’m advised there is nothing to be done. But if I had reached out 6 hours ago, I would be accommodated. I’m requesting a full refund. I’m unable to modify my reservation & do not have an actual major credit card in my name. If that was the requirement, I shouldn’t have been able to make the reservation.

  Business Response

  Date: 01/15/2024

  Good morning Matt

  My name is Gaynor and I'm one of the Complaint Executives at Rentalcars.com/***********.

  We have received a query from you on the Better Business Bureau platform so I will keep all correspondence on there.

  Please accept my apologies that you were unable to make use of the rental due to not having a Credit Card.

  I understand from reading your comments that you made the booking with a Debit Card however when you arrived at the location the card was refused.

  When  making a booking you can use either a Credit or Debit Card as we accept both of these as methods of payment.

  Once you arrive at the location you need to adhere to the Terms linked to the Supplier you have decided to use and in this case *** asked that you have a Credit Card.

  This is information is in the Terms at the time of making the booking and because we know the Terms are important you have access to them throughout the entire booking process.

  We also ask you to confirm at the end of the process but prior to payment that you have read and understood them.

  On the voucher we also speak about having a Credit Card in the name of the main driver.

  I have attached sections of both of these for you to review.

  This would normally mean no refund would be due for this rental but I can on this occasion offer you a 3 day loss refund for the amount of 71.17 USD.

  As the information was clear and offered throughout the booking process I feel this is a fair offer.

  Please let me know if you would be happy to accept this as a final resolution to your query.

  Regards

  Gaynor

  Customer Answer

  Date: 01/17/2024

  
  Complaint: ********
  
  I am rejecting this response because I was under the impression my card (with a ********** logo) would work since it didn’t state no debit cards  

  Either way, when I arrived at the establishment  & adhered to the rules provided by the vendor I was told to contact rental car.com in the morning.  I was referred by them to another company  however when I reached don’t to rental.com in the morning I was advised I couldn’t get a full refund since I didn’t reach out at 2am when I didn’t get my car  again I was advise to reach out in the morning  

  this is bait & switch and poor business practice  not to mention it put a stain on a much needed vacation  

  the reviews for this site are atrocious  it’s a scam & I fully believe this  hopefully the business does the right thing and doesn’t penalize their consumers in an already troubling economy 

   

  
  Thank you 

  Business Response

  Date: 01/23/2024

  Good morning Matt

  Thank you for getting back to me.

  My apologies if you feel that the resolution offered to you is not acceptable.

  You have stated that your card has a ********** Logo on it - A lot of Debit Cards now have this Logo but the cards are still Debit Cards and the customer would know that the card is linked to their bank account and not have a Credit Card function.

  On the Terms it does state Credit Cards only to be accepted, I understand that it does not state Debit Cards are not accepted but I do feel the Terms are clear and this is not normally flagged by customers as an issue.

  The offer of a partial refund I feel was fair however on this occasion and as a goodwill gesture I will do a full refund for you.

  The amount of 177.93 USD has been processed for you today and should be back on the card used to make the booking in the next 7 to 10 working days.

  Please be aware this is over and above what should be being offered and should this happen again the same outcome would not be offered as a resolution.

  To ensure the smooth running of any future rentals please refer to the Terms prior to confirming and paying for the rental to be sure they meet your needs.

  Now the funds have been processed  the case will be classed as resolved and closed.

  Regards

  Gaynor

   

   

  Customer Answer

  Date: 01/24/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the refund is satisfactory to me. However the comments are being addressed & this decision should have came 2 weeks ago instead of putting a stain on our vacation  
  

  I appreciate the full refund as I was given inaccurate information by their employee or contractor. How was I to know the terms & conditions were changed as I was advised by an employee not to follow their protocol. 
  

  We won’t be using rental car.com & instead will do our part to spread the word of this unfortunate experience  

  Thank you 

• Initial Complaint

  Date:01/02/2024

  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.

  I will not go into all the details of my troubling experiences with rentalcars.com (***********), but I had the same basic problem as many others (see BBB complaints). It seems to involve offering low rates on car rentals, followed by extra charges at the counter when the car is picked up at various partners (** ****, *** in my case). I have attached the terms and condictions on the rentalcars.com website at the time my reservation was made. No third party liability insurance was required, but the counter agent said that "by law" I needed this insurance. No proof was given that it is required in *******. Then next, after providing a copy of my personal auto policy showing complete liability coverage, I was told by the agent that my "liability insurance" policy had to be provided by the same insuror as my CDW coverage. But of course, it is well known that CDW coverage is provided as a credit card benefit. I contacted Rentalcars.com to complain, but they stated the ** *** rental agency phones were not active. So they could do nothing and suggested I wait until after the rental ended and then make a request for reimbursement. And not surprisely, once the complaint was filed, rentalcars.com provided a bogus terms and conditions document, which was not in effect at the time of my rental. When this error was called out, rentalcars.com stated that I should have called before renting to resolve the issue. I pointed out that I had indeed called Rentalcars.com that day and no one helped me. I then received the following final email: Dear ***** Thanks for getting in touch, as we have confirmed in the last few emails the case is now closed according to terms and conditions, we cant dispute any charges singed for and accepted at the location, Kind Regards Ahmed *********** Car Hire Team ********************  Note that this repsonse ignors the legal proof attached to this email showing that no third party liability insurance was listed in the valid terms and conditions.

  Business Response

  Date: 01/03/2024

  Good morning ***** *****,

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

  I am very sorry to hear you had to purchase local insurance from ** *** Rental which you did not need nor want.

  Having checked the terms and conditions of your reservation I can see that its advised a letter from your credit card company, confirming that you are covered for Collision Damage Waiver (CDW) and Theft Protection. The terms also state "Loss Damage Waiver, Primary Liability Insurance and Supplemental Liability Insurance. At the car hire 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, the contract will be between you and the rental company – so you’ll need to contact them if you're dissatisfied with the policy or the cover it provides." however it does not state that proof you are covered for this required.

  Therefore in order to collect the vehicle without any local insurance being purchased you needed proof that your credit card company covered your for Collision Damage Waiver (CDW) and Theft Protection. I understand you were covered for CDW but was you also covered for Theft Protection? Can you please provide me with the letter you presented to ** *** Rental confirming what you were covered for.

  As I/we were not present during the pick-up process I can neither confirm nor deny what was discussed between you and ** *** Rental and must remain impartial. Once I receive the letter you presented to ** *** Rental confirming what you were covered for I will contact ** *** Rental to make them aware of your complaint and ask for their version of events.

  I would like to take this opportunity to set your expectations on the outcome of your complaint. Although I will do my utmost to resolve this matter positively for you, I am unable to guarantee any refund at this stage. I trust you understand.

  Please can provide me with the letter you presented to ** *** Rental confirming what you were covered for at your earliest convenience as once I receive this, I can reach out to ** *** Rental and begin my investigation.

  I look forward to your reply.

  Kind regards

  Lisa-Marie

  Customer Answer

  Date: 01/04/2024

  
  Complaint: ********
  
  I am rejecting this response because: It is incomplete.

  I have attached my credit card CDW benefit letter, which the agent accpeted as valid. Clearly, then, the CDW is not the issue here. However, he then stated that I also need "third party liability" insurance and stated that it was required by ******* state law. I told him this requirement was not listed in the rentalcars.com terms and conditions that were in effect at the time I made th reservation. He stated I was wrong and produced a sheet of paper purporting to state the terms and conditions I was required to meet. It included "third party liability" I told him this was not on the rentalcars.com reservation documents, which were sent to you earlier. But he did not care and said I would need that insurance before he would give me the car rental, which I already paid in full.

  Subsequently, I produced an electronic version of my complete auto insurance policy, showing I had more than adequate laibility insurance, including rider insurance. Without even checking my coverages, he simply said that any liability insurance had to be provided by the same company providing the CDW coverage. He gave no reason except again to state it was due to state laws.  But obviously, CDW coverage is provided by credit card company's who would not typically offer auto liability insurance. He stated I had a choice to use either the CDW coverage or the auto laibility coverage, but I could not use both. He stated CDW insurance was more costly and therefore I had to buy ** ***'s liability plan (attached).

  Note that Rentalcars.com was contacted at the time of the rental to complain, but your agent stated that ** **** could not be reached by phone and advised me to pay for the insurance and file a dispute after the rental is over. Of course, the agent had to know that my claim would be rejected since they knew I "voluntarily" bought the liability insurance. I would not have done so without being advised ny rentalcars.com to buy said insurance.

  But it is most concerning that ** **** cited state law on numeorus occassions to demand payments of money from me. (If I didn't make added payments to ** ****, I would lose my downpayment on the rental.) This practice could have severe complications for your firm since you are clearly involved in allwoing them to change the terms and conditions at will.  To my understanding, ******* state law does not required a person paying for a car rental to have any insurance or coverages. If that is wrong, please provide the statues that were used to exact the additional payments from me.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 01/09/2024

  Good morning *****,

  Thank you for your recent contact and apologies for my delayed reply.

  As a commercial gesture on this occasion I have made the decision to refund the charge from ** *** Rental. 179.33 USD has been refunded to the card used to make the booking with us, ending ****, and will reflect in the account within 10 days. This is not our normal practice once a service has been accepted and the rental agreement signed and a refund has been issued as a commercial gesture.

  This is a great outcome and I hope that you are pleased with this resolution. I also hope you have been satisfied with the service I have provided.

  As a refund of the charge has been issued, 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 week.

  Kind regards

  Lisa-Marie

  Customer Answer

  Date: 01/09/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Unfortunately, I had to cancel my credit card after this incident with ** **** to avoid any further questionable charges from ** ***/rentalcars.com.  And my credit card company stated they could not accept any further charges or credits on the credit card you reference.  Therefore, please send a check for this credit to :

  ***** *****, *** **** ********* ** *****.

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

  Business Response

  Date: 01/10/2024

  Good afternoon *****,

  Due to legal restrictions for fraud and money laundering, we can only refund our customers to the same card and in currency they used to pay us. If your card number has changed, the refund will go into the correct account. If you should have closed the account, please contact your card provider to arrange a transfer.

  Kind regards

  Lisa-Marie

• Initial Complaint

  Date:12/01/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a rental car booking number *******44. I presented the ****** the rental car company with a collision damage waiver (CDW) from my credit card company which they acceptable. They still charged me for a supplemental liability waiver (SLW) in the amount of 28 EUR that is not in the terms and conditions on rentalcars.com website. The terms and conditions on ********s website show the information about the SLW and requirement even if you provide external CDW. Rentalcars.com provided me with incorrect information that resulted in an additional charge at the rental car agency. I've informed rentalcars.com of this error multiple times and they will not admit it is an issue, will not correct the terms on their website, will not issue a refund, and will not work on my behalf to solve this issue with Thrifty. Rentalcars.com was sold me a booking that violated the terms and conditions presented to me and continue to do so. The additional unexpected costs I paid to ******* were more than the total rental amount. I would like a full refund for being sold an inaccurate booking and the inconvenience of the lack of being able to find a timely resolution on their behalf. I've attached the CDW terms and condtions for my rental, the current rentalcars.com listing, and the conditions that I was actually subject to from ********s website.

  Business Response

  Date: 12/18/2023

  Good afternoon,

  Please be advised this is being looked into and I am in contact with the customer regarding this.

  Kind regards

  Shannon

  Customer Answer

  Date: 12/18/2023

  
  Complaint: ********
  
  I am rejecting this response because: the business did not address that I was subject to terms and conditions different than the ones that the booking was sold under. They have offered no corrective action and expressed no concern of these incorrect terms and conditions which are still currently on their website.
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 01/02/2024

  Good morning ******

  I hope you are well and had an enjoyable New Year.

  Due to the previous agent being on Annual Leave I have been asked to review your query.

  The main issue is the confusion over the Supplemental Liability Waiver and the Terms linked to it.

  I can see that there are issues with how clear this is and we will continue to work with our partner separately to ensure clarity going forward.

  To bring closure to this query I would like to offer you the amount of 39.72 EUR/ 44 USD back as a goodwill gesture from rentalcars.com.

  This would cover the cost of the SLW plus the Tax.

  I cannot offer the cost of the Location Surcharge as this is mentioned in the Terms.

  I cannot accept the request of a full refund for the booking as the rental was used for the whole rental term.

  Please let me know if you would be willing to accept the 44 USD as a full and final resolution to your query?

  Regards

  Gaynor

  Customer Answer

  Date: 01/02/2024

  
  Better Business Bureau:
  
  The proposed refund is acceptable to me. Once the refund is issued please close the case.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:12/01/2023

  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 rented a car on rentalcars.com and when i went to pick this vehicle at the train station where I reserved it, they refused to give me a car. They claimed i needed an international drivers license (I went to the next rental car company at the counter and they rented me a car so this was not a legal requirement). Instead of canceling my reservation on the spot they told me to wait until the reservation expired and then ask for a refund. I did so and they denied me. I had my credit card company look into it and they sent a screenshot from *********** which was not the terms and conditions of the rental. in the end they did not give me a car and still billed me the full balance. i believe this is a scam so they can take the consumers money and not provide the product or service. if the rental car company right next to them would rent me a car then their excuse is a policy not a law which makes it an invalid requirement.

  Business Response

  Date: 12/04/2023

      
  
  Dear **** ******,
  
  My name is *****, and I am one of the Complaints Executives at Rentalcars.com, please allow me to apologize that you have had the need to contact us about this recent rental.
  
  I have been asked to look into the complaint that you have sent in about your recent rental.
  
  If you wish us to pursue this matter on your behalf, then we are happy to do so once your card provider has concluded their investigation, but in order for us to do this, we would need confirmation of the conclusion of their investigation. Therefore, if you wish us to pursue this matter on your behalf then please provide us with a copy of a letter from your card provider stating that their investigation has concluded, and detailing the outcome of their dispute.
  
  I'm sorry to hear that you weren't able to collect the vehicle that you booked with ourselves, we work very hard to make sure that the terms and conditions of our bookings are as clear as possible so that circumstances like this do not occur.
  
  Our agreement with you is that we will provide you a car in a chosen car group on dates booked, and from your side you have agreed to have all documents with you that we have noted in terms. The terms and conditions of this booking state:
  
  'Any driver with a driving licence from outside ****** is advised to have an International Driving Permit as well.'
  
  'Please see ‘What you need at pick-up’ above - and note that the counter staff will not provide a car unless all requirements (age, driving licence, payment card, documentation, etc.) are met. If this happens, you will not be entitled to any refund or compensation. '
  
  As you indicated that you had read and agreed to these terms when you placed your reservation, but did not meet the requirements when arriving to collect the car, therefore we didn't offer a refund for your booking. This is because when a booking is made with ourselves, both ourselves and our supply partners incur costs and when a vehicle is not collected this means that our partner was unable to offer this vehicle to another customer whilst your reservation was in place.
  
  
  I can see that you have raised this issue with your card provider and asked them to investigate the transaction in question. Unfortunately, this means that we are unable to pursue this issue until your card provider has concluded their investigation.
  
  Therefore, if you wish us to pursue this matter on your behalf then please provide us with a copy of a letter from your card provider stating that their investigation has concluded, and detailing the outcome of their dispute.
  
  Thank you.
  
  Kind regards,
  *****

  Customer Answer

  Date: 12/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:  The credit card company has concluded looking into this issue as all they look into is clerical errors, they do not investigate the details of a disputed charge.  They do not send any documentation indicating and end of dispute, just a phone call.  That being said, the information you have provided is not the terms and conditions of the rental agreement, I'm not sure where you are getting this from but it was not the terms of my agreement.  This is now the second time you have provided incorrect "evidence".   I can understand that there are things that need to be done to effect a reservation and in the world of electronic booking and data management it must be very small.  There is also a cost associated with the holding of a booking.  If you can breakdown the costs of all the elements of which the actual car must be the largest cost, we can then settle on an administration fee.  Listening to the agent waiting on the customer before me at the counter for over 30 minutes, it was apparent you had plenty of cars to rent so i was not preventing another customer from getting a vehicle.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 12/11/2023

   Dear **** ******,
  
  Thank you for your email.
  
  The terms and conditions were available to you on the listing under 'Important Information' and in 'My Booking' section of the site. Please find a screenshot of us advising you of a need for International Driving Permit attached to this email. Or fallow the link ****************************************************************************************************************************************************************************************************** *** ****** **** ** ***** ****** **** ** ****** *** ****** ******** *********
  
  As you indicated that you had read and agreed to these terms when you placed your reservation, but did not meet the requirements when arriving to collect the car, we wouldn't be able to offer any refund. This is because when a booking is made with ourselves, both ourselves and our supply partners incur costs and when a vehicle is not collected this means that our partner was unable to offer this vehicle to another customer whilst your reservation was in place.
  
  Thank you for your understanding.
  
  Kind regards,
  *****
  

  Customer Answer

  Date: 12/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:  thanks for sending your response but now this is the third time that you are sending me terms and conditions which were not part of my rental agreement.  
  

  when asked about this at the rental counter it was a complete surprise as I have previously rented cars without an international drivers license and when a rented a car at the counter next to yours the agent told me it is not a law, all we need to do is mention it to you.  
  

  In the end you created a bogus requirement and did not rent me a car.  You did not deliver a product or service so I should not be charged the full fee. 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:11/17/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  COMPLAINT Rentalcars.com ****** Rental Car 11.16.23 To the two companies who I hold responsible for my horrible rental car experience and misleading fraudulent statements Rentalcars.com and ******: I made a reservation via Rentacars.com booking #********* on 9/28 for an 11/2-11/15 trip out of ***. I was acknowledged by this email: This was false and untrue. I was instead not charged nor was this the price, but charged for some odd insurance that I did not opt for, nor was I aware I was charged for nor did I get a receipt for that nor was it ever represented. I never rented this car. I walked away in disgust. Following up with Rentalcars.com who so far have not dealt with my calls emails or attempts to explain their misrepresentation and misleading false wording leading customers to think they paid for the car at a price that ****** does not recognize or have information about. I will pursue this to the end. The resolve is an apology from both companies, repercussions and corrective actions on your ****** customer service agents, discontinuation of ****** Rental Cars relationship with Rentalcars.com, denouncing misleading practices, helping me report Rentalcars.com to the proper governing authorities, and stopping anyone else from dealing with this corrupt company. It is horrible what Rentalcars.com does to customers and being complicit and encouraging the deception of innocent consumers by the third-party incompetent company they are that the ****** agents even advised me never to use and adding insult to injury their horrible practice of scamming customers into yet another third-party insurance fraudulent situation. I will never rent from Rentalcars.com or ****** again. I can’t find ****** corporate as there is no outlet for this via your website to file a complaint regarding the service, I got at the counter at *** the night of 11/2 (after a long, long day for travel from Molokai to see my daughter for parents’ weekend). Complaint: ****** You have rude, unhelpful, inconsiderate, and snotty agents at check-in. No regard whatsoever that I had the voucher in my hand even though the flippant callous young woman was able to pull up the reservation. She had the wrong price, not what I was quoted and, on my end, it said that I had “paid”. She said to call Rentalcars.com that she did not know what to tell me other than never use that company. ****** does not do “prepaid”. She called someone, and she again said she did not know what to tell me. I asked if I could speak to a manager, and she said no, that someone would be there in the morning. I said that was unacceptable. The guy next to her had no advice either, they were completely unprofessional. They did nothing to help, the opposite. I tried to look at emails and trace all the steps from 9.28.23 when I made the reservation. Pushed to the point of tears and anger, I closed up my laptop, packed up my stuff, and walked away. I rented a car from another company. The one next door had heard the whole exchange and I could tell felt awful for me. That company was great, he matched what was quoted to me and off I sent. Swearing off both of your companies for life. I will share my story and warn all. I was a concierge so I have a lot of people come to me for advice, so I will steer them away. -I’ve tried to call both companies Rentalcars.com and ******, to no avail. What kind of phone # is **** *** *** ****? I was afraid to call it. It sounds like a scam – not an 800#, not legitimate (this is on the voucher – see below). Rentalcars.com Please note the “What you have paid” on my email confirmation. What does that mean to anyone who speaks English and understands English? That is was PAID! This is illegal to represent and then have it be not true. Still digging as they also said I paid for insurance which I have no confirmation of other than I guess they charged me – so that is also a scam as I opted not to do insurance as I never do as it is covered, so how can they charge for something I opted not to do? Here is the misleading and untruthful email confirmation: Here is the voucher: Trail of unsuccessful, contradictory ridiculous either AI robots or people from another country misunderstanding, unempowered to handle, not understanding, a company way too big to give a crap; 11/4 – “Jaymie” acknowledges the fraudulent charge, and says I will receive a refund. 11/4 – “Michelle” responds but does not address the wording “PAID”. 11/11 – “************” another response: Who are these people? Here is my charge for that of which I did NOT authorize or approve or even know of which I have reported. I did not receive ANY services from Rentalcars.com or ******. I think Rentalcars.com should be abolished. I will fill with whatever regulatory agencies allow a company like this to exist. I filled it with my bank & credit card. You all should be embarrassed for putting this out there in the world. This is not a service. This is not ok. Extremely disappointed and on a mission to stop this bad business practice of cheating good hardworking people and misrepresenting services that consumers think they are booking, setting them up for unpleasant interactions and leading to wasting hours doing disputes such as this. You are doing this will full knowledge to defraud people. Shame on you! ******* ******

• Initial Complaint

  Date:11/16/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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 for a family trip 10/28/23-11/1/23 through *** ******* ***** through Rentalcars.com. I paid the total rental amount of $334.84 through RentalCars.com. I was then charged an additional $155.14 at the ***** counter for MVL Tax and CFC, Concession Recovery Fee, Vehicle License Cost Recovery, and Tax-- fees that were said to be included in my "Total Cost" through Rentalcars.com when I booked for $334.84. I used the chat feature on Rentalcars.com and was told to send in my email with the receipts from RentalCars.com and Hertz, which I did. I was then emailed to tell me to navigate the website to send this information a different way. There was an error message that populated when I tried to submit my complaint as told. I emailed RentalCars.com again to tell them of the error message and ask that they please direct my email to the appropriate department for reimbursement. I was again emailed to tell me to clear my cookies or try again later. The lack of customer service is unbelievable and I would like a refund the additional $155.14 that was charged.

  Business Response

  Date: 11/17/2023

  **** *** ******* *********
  
  My name is Christiane, Complaints Executive at Rentalcars.com.
   
  I am sorry to hear that you had unexpected costs and the inconvenience this might have caused.
  I understand that you had to pay 155 USD for local Taxes and fees, which you are disputing.
  I contacted the supplier ***** for you to understand what these charges are for.
  In general you need to pay local taxes and fee at the location, if you have booked an Extra at the location.
  As soon as I hear back from ***** I will contact you again.
  
  Kind Regards
  Christiane  

  Business Response

  Date: 11/23/2023

  Good Day  Britney  Sherrill, 

  I just want to let you know, that I am still disputing the charges with the supplier for you. 

  As soon I have new, I will update you again. 

   

  Kind Regards Christiane 

  Customer Answer

  Date: 11/27/2023

  
  Complaint: ********
  
  I am still awaiting a response. 
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 12/01/2023

  Good Day Britney Sherrill, 
  
  
  I now investigate the additional charges you had to pay at the location.
  As it is important to us that our customer have all information the need which can be found in the T&Cs, the T&Cs must be accepted before 
  continuing with the payment. 
  As you can see in the T&Cs the local charges were not included in the basic price. Therefore this was a mandatory charge, which we can not dispute with the supplier and they are not refundable ( see as well mandatory charges on the voucher. 
  I hope this information helps to understand the additional charges better. 
  
  I would like you to offer a discount for your next rental. 
  Simply contact our reservations department to make your next booking. You can reach them via our homepage www.rentalcars .com / contact to have your new booking created - the discount for this will be created individually for you by our reservation team. Our discount is just as individual and flexible as our customers themselves and is based on rental periods and car categories, among other things.
  
  
  
  Please use your booking number  *********
  
  
  If you have any future questions about the terms and conditions, complications on site at the provider, or a time difference on the trip - you are always welcome to contact Rentalcars.com via  website per email , chat, phone - we're always happy to help.
  
  
  Finally, you’ll get 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 reflects the service I have provided, however, there will 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,
  
  
  Christiane
  Christiane C

  Customer Answer

  Date: 12/08/2023

  
  Complaint: ********
  
  I am rejecting this response because I have a printed copy of the receipt (attached) which clearly states that the price for 5 days (including the Airport Concession Recovery and Vehicle License Recovery Fee and Customer Facility Charge, etc) was $383.04. I would like a refund for the erroneous overage I was charged. 
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:11/14/2023

  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 a rental car through rentalcars.com for pick up in ******* for 90.90. I carefully reviewed the rental terms prior to proceeding to payment. It stated in the rental terms that supplemental liability insurance was required to be purchased if customers own car insurance did not provide in addition to leaving a deposit and providing proof of that coverage. When I arrived at rental car pickup in orlando, I was forced to purchase CA car rental company's supplemental liability insurance even though I was able to provide proof of my own coverage that I carry through my own personal car insurance. It was going to cost an additional 130 dollars to rent the car for 1 day. I chose to not rent the car due to the fact that the rental car company was not following their own side of the agreement. I contacted the company numerous numerous times and have gotten nowhere. They send me a copy of the rental term agreement and stateswhat I agreed to, however I did follow the regulations fully. I am requesting a refund of the 90.90.

  Business Response

  Date: 11/15/2023

  Good morning,

  Thank you for contacting RentalCars.com.

  To help us investigate your query further, please can you provide us with your reservation number. This is 9 digits long and can be found on your confirmation email/Voucher.

  Once we receive this from you we can begin our investigation.

  We look forward to your reply.

  Kind regards

  Lisa-Marie

  Customer Answer

  Date: 11/15/2023

  Hello,

   

  My confirmation number is *********.

   

  Business Response

  Date: 11/17/2023

  Dear ***** ****** *****,
  
  We are sorry to learn that you could not collect the vehicle that you reserved with us.
   
  I have reviewed your query and decided to apply some flexibility to this cancellation policy as a gesture of good will. As a result we have issued a full refund in the amount of 90.90 USD for this reservation *********. This refund has been issued to the same payment method used when placing your reservation with us, and should appear on your statements within the next 10 working days.
  Please note for money laundry reasons we can only refund the same card.
  If in the meantime  you have changed your card, the refund should be automatically transferred to the new one, unless of course you have closed the account, in this case please speak to your bank. If none of this applies to you please disregard these details.
  
  We hope that you can recognize that on this occasion we have fully refunded your reservation, despite the cancellation policy.
  
  You may receive a separate email with my name on it Claudia, containing a short survey about how I have handled your query. You will be asked to rate the service I have provided you. This survey is based solely on the service provided by me and not to the whole experience, it is not related to *** **** ******* or Rentalcars.com as a whole. However, there will also be a comments section where you can leave your feedback about the whole experience.
  Kind regards
  Claudia

  Customer Answer

  Date: 11/21/2023

  
  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:11/13/2023

  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 did have a major credit card with me as it was required. I was able to make the reservation online with my debit card (that has a **** logo as well) and when I got to the rental location, I was told that I could not use it. The agency told me they put notes in my account that I had a debit card and not a credit card that could be used for the payment. We were on vacation and I wasn’t able to call until the end. When I did call, the representative on the phone was rude and would not listen to what happened. I had to rent a car from someplace else and just want my money back for the amount that was charged to my card. I did not use the car at all from that agency.

  Business Response

  Date: 11/14/2023

  Good afternoon *** ******* *****,
  Thank you for contacting us.
  My name is Claudia, and I am a Complaint Executive at RentalCars.com/Booking.com Transport. 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 from "***" at ******* ************* Airport on 05-11-2023 at 11:00am.
  From my understanding, and my understanding is based on the information available to me at the moment, You informing you had a credit card and a **** debit on your name and the supplier *** informed that they had to refuse the rental because of the missing credit card despite you had one on your name.
  
  
  In this occasion I have done an exception to our standard rules and fully refunded the cost of your booking Ref. *********.
  Please expect the refund of 180.35 (USD) within 7 to 10 working days to the same payment method used on our website to pay the reservation.
  
  
  Please note this is a one go exception applied to this specific case due to the circumstances.
  
  
  Cancellation of Fully Prepaid Bookings
  
  - If you fail to turn up at the agreed time and date, and/or to provide all the necessary documentation, and/or to provide a credit card with enough available funds on it, the car hire company may refuse you the car. If that happens:
  
  - if you call us from the counter, the money you’ve paid will be refunded, minus the cost of a 3 days rental. If you had booked the car for less than 3 days, there won’t be any additional charge, but you won’t receive any refund.
  
  - if you do not call us from the counter, you’ll receive no refund.
  
  
  
  *The full terms and conditions can be reviewed by clicking on the "Rental terms" link on the search results page, before the booking is made, or by going to the "Supplier's Terms and Conditions" link that can be found at the bottom of the "Manage booking" section, once the booking has been made, which can be seen in the upper right corner of our website or by opening the following link => ****************************************
  
  
  
  The reference and the email used to make the reservation will need to be entered.
  
  
  
  After your case closes, you may receive a separate email containing a short survey about how I (Claudia) has handled your query for you.
  You will be asked to rate the service I have provided you. This survey is based solely on the service provided by me and not to the whole experience, it is not related to *** (car hire company) or Rentalcars.com as a whole. However, there will also be a comments section where you can leave your feedback about the whole experience.
  
  
  We hope to see you again.
  Kind regards
  
  
  Claudia
  
  Complaints Executive Team
  

  Customer Answer

  Date: 11/14/2023

  
  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:11/10/2023

  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.

  May9,2023 I booked a car through Car Rentals from May12 to May19. We had to take a shuttle to the car rental place, intending to take the car but they said my insurance was not good enough it had to be one of their accepted insurance companies on the their list. - All were ******** companies of which I would not have as I am ********. They wanted to purchase the insurance for an extra 300 or 500 more or I couldn't take the car. There was no indication of these requirements in the rental agreement what so ever. I told them my insurance company covers the car but they insisted so I said cancel the car and take me back to the airport. They said I couldn't cancel through them I had to do it from the source. So I had to wait until I could access my computer later that day and put in a cancellation request. They did respond saying they charged a cancellation fee and gave me zero back. This is bad ethics and bad business. How could I cancel something I never took. I rented a car from another company. If I had known this was going to happen I would have not booked in the first place. ROBBERY is what it is.

  Business Response

  Date: 11/13/2023

  
  
  Dear ****,
  
  My name is Shauna and I am a Complaints Executive at Rentalcars.com. I have taken ownership of your case. 
  
  I understand that you chose not to collect your rental car after being advised the insurance cover you had was not accepted, and you would need to pay up to $500.00 USD for cover provided by OC Car Rental. Further, you state the car hire company provided you with a list of ******** companies that insurance would be accepted from, however, you are a ******** resident. 
  
  First, I am sorry to learn of your experience with this reservation and the inconvenience caused. 
  
  Further, this type of reservation without damage cover is known as our 'basic package' and usually only offered to customers based in the United States of America, due to the cover requirements from the car hire company. 
  
  In the reservation, your country of origin has been listed as *** instead ******, which is why you have been allowed to book this reservation. 
  
  This can happen if you are in a different country when you make the booking, or if your IP address is set to a different location. 
  
  You may wish to check this, next time you make a reservation. You can call us on ** *** *** ***5 (toll free), to check the country of origin stated on your future bookings. 
  
  Please note, the currency you see while making a booking can also indicate if your country of origin is not set correctly. This booking was charged in USD and as a ******** resident, you should have been charged in ******** dollars. Hopefully, this can also help you when making future bookings. 
  
  What I am happy to do is offer a full refund of your reservation on this occasion. If you would like to accept a full refund of 213.50 USD as full and final outcome to your case, please respond with your acceptance, and I can issued the refund. 
  
  I look forward to your response. 
  
  Kind regards, 
  
  Shauna 

  Customer Answer

  Date: 11/13/2023

  
  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:11/06/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a rental car in ****** with ******* through the rental car.com website. I made payment of $111.80. Upon arriving at ******* I was billed additional $1500 which included charge for the car rental and additional insurance. I explained I had paid for car through rental car.com. I explained that I would not pay additional amount and was told I could not rent the car. I called a cab. 10 min later ******* rep offered me a car for additional $750. Bait and switch at its finest!

  Business Response

  Date: 11/07/2023

  Good morning *******

  I hope you are well.

  My name is Gaynor and I'm one of the Complaint Executives at Rentalcars.com.

  I will continue to contact you via this platform for your records.

  Please accept my apologies that you were unable to make use of the rental with us as the supplier was wanting to charge you for additional items and the cost of the rental.

  This is a Basic booking so additional Insurances would probably have to have been paid for but you should not have been asked to pay for the cost of the rental.

  As you took a cab and the rental went unused I would be happy to refund for you for the amount of 111.80 USD if you will accept this as a final resolution to your query.

  As we were not contacted from the location this would not normally be offered however I am happy to offer this on this occasion.

  Please let me know at your earliest convenience and I can get the funds processed back to your card.

  Have a lovely day

  Regards

  Gaynor

  Customer Answer

  Date: 11/07/2023

  Can I get contact info for Gaynor at Rentalars.com? Or can he contact me via my email?

  Customer Answer

  Date: 11/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I was not given instructions on how to contact Gaynor at Rentalcars.com to receive refund.  All other arrangements were satisfactory. Thank you.
  
  Sincerely,
  
  ******* *****