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:04/05/2025

  Type:Service or Repair 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 rented a vehicle in their office at ***** international airport on 2/19/2025 and gave back the vehicle on 2/22/2025. The charged a security deposit of $500. Up to the day of today, 4/5/2025 they have not reimbursed the money despite that I have made many polite requests.

  Business Response

  Date: 04/06/2025

   We regret any inconvenience experienced with the return of the customer's security deposit. 
  
  
  As we previously mentioned to the customer, the refund of the deposit has an estimated 30 day turnaround time because it is an automatic process. However, we have noted that the deposit could not be released because there was an outstanding balance on your contract, which the customer agreed to have deducted.
  
  
  When trying to proceed with the release of the amount, our system indicates that the associated card is blocked or cancelled. This prevents us from being able to make the refund automatically.
  
  
  We suggest that you check with your bank or financial institution to resolve the status of your card. Once it is active, we will be able to proceed with the refund immediately or in such case on a new card in the customer's name.
  
  
  Thank you for your understanding, an email has been sent to the customer to send the necessary documentation of your new card for the refund of your deposit.
  

• Initial Complaint

  Date:03/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ********* offered a package to purchase an airfare ticket and a rental car using Colusa Rent a Car company. I paid full amount online. Upon arrival at the location on February 7, 2025, the Colusa Rent a Car informed me that the amount is not full and i have to pay additional $89 for the services. They requested this amount paid using debit card, and then additional charge (deposit) of $250 on my credit card. I had no choice to do it because the rental location is inconveniently remote. Only when i paid the deposit, they informed me that only 30 days later i would be able to get it back, which would be March 10, 2025. That very date, when I had to pick the rental, later in the afternoon, my bank informed me that there is fraudulent activity in the amount of $2000 on my credit card. I had my suspension this shady business stole my information for other purposes (it was a new card, never been used before). After i dropped the vehicle on February 10, 2025, the company reconfirmed that I have to wait 30 days for my refund of $250. After the wait time expired, there was no refund in my bank account. I reached to ****************** twice to request a receipt of my refund, and a confirmation. And every time, it was a receipt supposedly confirming a refund, but both times with different dates and different reference numbers. This suggests that there was never a true transition to send the refund back to my account. And both of the receipt a re false fabrication. It has been more than 40 days since the return of the vehicle and I still don't have not gotten my refund back. After reading more information about this company and the feedback that customers provided, this business appears to be involved in fraudulent activities, and needs to be investigated.

  Business Response

  Date: 03/23/2025

  Good afternoon,
  
  I am so sorry to hear that you have had such a troubling experience with your card. We understand how distressing it can be to face possible fraud.
  
  I want to assure you that we take the security of our customers' information very seriously. In order to best assist you, I would appreciate it if you could provide us with more details about the situation. This will allow us to thoroughly investigate and ensure that everything is in order.
  
  In addition, we recommend that you contact your bank or card issuer to report suspicious activity and protect your account.
  
  We are here to help you and resolve any concerns you may have. 
  
  Regarding the refund of your deposit, we are sorry to hear that it took a little longer than the stipulated time.
  
  The return of your deposit was successfully made
  
  The credit should post to your account within 5 to 12 business days depending on the bank's processing time, this may vary by financial institution.
  
  *Please find enclosed the receipt, as proof that your refund was completed correctly * This receipt is issued to us by the bank itself, you can show it to the bank directly.

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23102259
  
  I am rejecting this response because the Colusa Rent A Car never refunded my deposit as they claim. I have been communicating with my bank for the last 2 month regarding the expected deposed, the transfer was never made. This is deceitful information and apparently standard statement Colusa Rent A Car provides to their customers.   
  
  
  Sincerely,
  
  ******* Khamatnurova

  Business Response

  Date: 04/08/2025

  Good morning,

  We understand this situation can be frustrating and want to make sure it's resolved as smoothly as possible. I want to confirm that the security deposit refund was processed on March 19th. We recommend checking your bank statement from that date, as the transfer should be reflected there. Sometimes banks can take a while to process transactions.

  If after checking your account you still don't see the refund, we suggest the customer contact their bank again for more information on the transfer status. We are here to help with whatever the customer needs and want to make sure this situation is clarified.

  I am attaching proof of the receipt issued to us by the bank, which clearly states "Trans Type Return"

• Initial Complaint

  Date:03/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 10th 2025 I rented a car from Colusa Rent A Car in *********************** and I paid the company a security deposit of $300. According to them the deadline for the return of the security deposit was February 11th 2025. I contacted them and they said that they were going to escalate it up to the administrative office and I would be contacted within 48 hours but I never heard from them again and communication has stopped on their end. I have not been able to get my security deposit back yet.

  Business Response

  Date: 03/11/2025

  Hello! 
  
  
  We appreciate the customer's patience and we are sorry for the delay in returning the deposit. We would like to inform you that it is an automatic process, since the amount was not released the case had been escalated to the administrative manager and he was reviewing your case. We are happy to tell you that your deposit has already been refunded as of 07/03/2025. Attached is proof of the release with a voucher for you to review at the bank.
  
  
  We apologize for any inconvenience caused

• Initial Complaint

  Date:02/24/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Carwiz ( ********************************)essentially compels customers to purchase their ******* service at approximately $21 per day; otherwise, they impose a penalty of $25 per toll. They do not accept customers own transponder and didnt tell you at the beginning.This story is about a compelling charge from Carwiz. On Feb 21st, I received a notice of being charged an additional $179.58 on top of ($122 + $76) rental car fees occurred on Jan 17th. I contacted them and was informed that this fee is a penalty for declining their ******* service. I am extremely confused because, when I picked up the car, I explicitly asked the agent at the counter if I could use my own transponder, and they confirmed that I could. I had my own transponder attached to the windshield throughout the rental period. The uploaded screenshot shows that my transponder was charged for tolls between January 17th and 21st during my trip to *******. When I reached out to Carwiz when I was charged, however, I was told that customers are not allowed to use their own transponders (see uploaded screenshots). This effectively means I was forced to pay for and use their sunpass serviceotherwise, I would have been charged $25 per toll, leading to an additional fee of $179.58.Carwiz essentially compels customers to purchase their ******* service at approximately $21 per day; otherwise, they impose a penalty of $25 per toll and do not accept customers own transponder without telling them. This policy was not disclosed in writing before I reserved the car and paid the deposit online. Additionally, the agent at the rental counter assured me that I could use my own transponder, which is standard practice for most rental companies. My transponder was charged for every toll during the trip, making this additional fee completely unjustified.

  Business Response

  Date: 02/25/2025

  Good morning,
  
  We have reviewed the case in detail and the conclusion is as follows:
  
  - Our staff is fully trained for the attention and explanation of each of the services we offer in office and it is all up to the client's decision. We asked the Rental Agent who attended him and at no time he told him that he could use his own Sunpass and it is supported by the Terms and Conditions that the client signed previously declining the service.
  
  - The charge of: $179.58, is due to the use of tolls without the activation of the same at the time of renting the car, this carries a penalty of $25 for each toll + the cost of the same is in the T&C of the rental agreement, that said you used 7 tolls during your rental, only the penalty is $175 + $4.58 of the value of them. 
  
  Attached is a document from the toll system showing how many tolls you went through, the value and the fine for each one. As well as the rental contract specifies it in all the terms and conditions. 

  Both the toll charges and the value of each toll service are explained in the Terms and Conditions of us at ************* which was the booking where the client made the reservation. Therefore it is the responsibility of each client to review them before finalizing their online reservation and before paying.

  Once the client arrives at the counter this explanation is reinforced to them, but it is the client's responsibility to have read it beforehand.
  
  We would like to help you more but all charges were valid and supported by the booking.

   

• Initial Complaint

  Date:02/23/2025

  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.

  This car rental agency is a scam and needs to be investigated countless consumers are being victimized by their fraudulent behavior. Hidden fees, failure to return deposit money

  Business Response

  Date: 03/10/2025

  Good afternoon.
  
  
  We understand that the client has the right to make this claim.
  
  
  Regarding the security deposit, we cordially inform the client that the refund of the deposit is done automatically, the voucher has an expiration date, it can take up to 30 days to be done. It is in our terms and conditions of the contract and the customer signs a voucher in the office, which is attached document.
  
  
  Taking into account that the refund of the deposit of the customer ****** ********, contract number *****, is due on March 13th. Customer has filed a dispute for this amount with his bank, which further delays the refund process and we proceed to accept it. 
  
  
  We do not take security deposit from customers, we only have a time limit in the system and proceed to release to finalize.
   
  All our charges and services are supported by the booking and the terms and conditions of the rental contract of each client.

• Initial Complaint

  Date:02/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 24 , 2025 I rented a car from ColUSA ( second name CarWIz) at ******************************************. I had made reservation using Priceline and paid to rent the car for a week. When I went to pick up the car, I informed them that I want to use my own insurance company, which is an option, however, they insisted that I have to buy they insurance. I firmly refused and we completed the transaction with me using my insurance company.Upon obtaining the car, we went through the inspection of the car. We both took picture of the scratches and dent the car had all over the body. I refused to take it because of its condition, but he told they do not have another car, so I reluctantly accepted it. I asked him to properly record all the damages on paper and he told me the pictures he took on his phone will constitute **** of the existing damages. I used this car 3 times only going to the store and back and car was parked on private parking. I had no accident and added no new scratches to the car. But when I returned the car. He claims the scratches (on the bumper) are new and were my fault. I asked for the pictures he took prior to give me the car, I clearly saw the same damage and pointed it out. However, he claims the pictures are too fuzzy and thus inconclusive. I showed him the picture I took, when I was getting the car, which prove the damage is not new. He still continues to claim it is a new. I know for sure that I did not get any accident, if there were, the police and my insurance would have been involved and surely would have informed the owner of the vehicle. I am reporting so that there is a record of his business practice and with enough complaints, a pattern is established to protect future customers.The company must remove the unsubstantiated claim to my insurance and return the money their charged my card because of the claim.

  Business Response

  Date: 02/19/2025

  Good afternoon,
  
  I am responding to customer ******* ********** claim.
  
  The car was returned with damage to the vehicle that the customer rented on January 24 until January 30.
  
  It was returned with damage to the front bumper.
  
  The car left in perfect condition... and was received with damage that can be seen on the lower part of the bumper. 
  
  Attached is proof that on the day of pickup no damage was visible in the area mentioned. You can check the time in the photo which is the photo that arrives directly to our system after taking the respective photos for each revision. 
  
  Attached is proof of damage to the vehicle on the day of return at the time of arrival of the client. These proofs were sent to the client and the respective letter of claim was made to send it to her insurance as indicated in the terms and conditions of the rental contract.

  It should be noted that in the attached document in the photos of the return are the photos at the time that the client returned and 3 more photos are attached half an hour later in which the staff marked the damage for better visualization. 

  Customer Answer

  Date: 02/22/2025

   
  Complaint: 22946394
  
  This is my counter response to Colusa Rent A Car response to my statement.

  
  I vehemently reject the companys claim that the car was in perfect condition when I rented it. In fact, I refused to take the car because of the damages it already had and requested another car. He told me, it was the only car left in the category I wanted. I then ask him to record all the damages on paper which is usually the standard procedure, he told me the digital pictures will suffice. In an attempt to record all the damages, I took several pictures myself (see attached n images named IMG_2281, IMG_2285, IMG_2287,IMG_2288). The date and time (1/24/2025 3:36 PM & 3:36 PM) are recorded in the file meta data information
  

  Up returning the car and he claim that there were new damages to the bumper, I took an after picture of the subject area (see attached n images named IMG_2350 (1/30/2025 11:18 AM)). I then ask him to compare before and after area, he showed me on his phone the before picture and I pointed out to him, that the scratches he claims to be new can be seen also in the original image. He claims that the original image is too fuzzy to make a definitive claim. Contrary to what Colusa Rent A Car claim in his response, I never received any evidence from him. So, I request a copy of the images he submitted to BBB.
  

  If the car was in perfect condition, in that case I would be responsible for all scratches currently on in the car. Why the company only claim the scratch on the bumper? The claim that Colusa Rent A Car file with my insurance company to get more money in addition to what they charged my card, was investigated by my insurance company and denied it. The insurance company used both internally information and data from other insurance companies and determined that were several similar claims in recent past for that particular car, as a result denied they claim. Colusa Rent A Car did not pursuit it, nonetheless they did not return the money they charged my card. The company kept the car in the current condition, so that they can continue to make these fraudulent claims.
  My objective is to not only get my money back but also exposes they fraudulent behavior so that this business practice stops.
  
  The following 2 reviews, among many, are from ***************
  7. Re: Carwiz car rental: any recent experiences? (Split airport)
  Apr 19, 2024, 8:12 AM
  The company's business model is to get customers with incredibly low rental rates and then file damage reports charging them hundreds of Euros. . Total FRAUD, stay away!
  
  8. Re: Carwiz car rental: any recent experiences? (*************)
  May 1, 2024, 12:50 AM
  The minivan is in horrible condition. .... Many scratches and dents on the car ... What makes the things even worse is that the first time when I pump gas into the car, the oil pump cover just fall out. Guess what, they charged me $300 for this damage. I provided my car insurance to the rental car company when I picked up the car. And they still charged on my credit card for this damage. ... Like other reviewers said this company is a totally scam, and I dont understand how they are still in business.
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 03/10/2025

  Good afternoon
  
  
  We understand that this situation can be confusing and we want to assure you that we are committed to resolve any issues fairly.
  
  
  In the document sent in the previous message you can see the damage specifically on the left bumper. I have sent photos of the car where no damage is visible (photo where Mrs. ******* is in the back waiting for the process to continue with her rental). 
  And only the claim and estimate of the exact damage was made.
  
  
  It should be noted that the client is not being charged for any of the damages of which she took a photo of other parts of the damage. She was only charged for the damage she did to the bumper. 

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 22946394
  
  I am rejecting this response because:

  I welcome the companys acknowledgement that the rental I was given was in fact not perfect, as it were claimed in the previous ******************, the company wants me to find comfort on the fact that I am only charged for the damaged on the bumper. I would, if I were responsible for the damage, but I did not commit the damage, nor there is third party claiming I was involved in an accident with them. Moreover, the company provided no police report claiming I was involved in an accident with the car, which resulted in the damage on the bumper. The company want us to believe that somehow, the front bumper was in perfect condition while everywhere else was full of old scratches/damages.

  The fact is, the damage on the bumper is an old damage, that the company maintains unrepaired so that they can file fraudulent claims. As long as this practice remain profitable for the company, this behavior will continue. BBB should prevent the company from profiting from this an amend its review of the company to alert and prevent future customers from falling prey to this practice.
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 04/01/2025

  Thank you for contacting us. We are sorry to hear that the customer was concerned about the condition of the vehicle she rented. Mechanically it was in excellent condition. 
  
  
  We have reviewed the pre-delivery inspection report of the vehicle and the photos taken at that time, and can confirm that the damage to the bumper was not present at the time of delivery. If the customer took photos you can see that the damage was not on the truck. We understand that this can be frustrating, and we want to assure you that we are here to help resolve any concerns the customer may have.
  
  
  If the customer has any further information or evidence they would like to share, please let us know. We are willing to review any additional details that may help clarify the situation.
  
  
  We appreciate your understanding and remain at your disposal for any further inquiries.
  

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 22946394
  
  I am rejecting this response because:

  While it is true that the car was in good mechanical condition at the time of the transaction, however the issue at hand is the cosmetic condition of the body of the car. I maintain that the car was covered with pre-existing scratches including in the front bumper. The companys claim is part of a well-organized fraud, and I want back the money that my card was charged as a result of this claim. All the evidence the support my defense is already submitted.
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 04/10/2025

  Hi BBB,
  
  In the same photos that the customer presents does NOT show the exact scratch on the bumper which we are making the claim from the beginning. 
  
  
  I attach again the document with photos of the bumper with scratches in the corner in the return and as you can see in the pickup there were no such scratches. It should be noted that in the photo of the pickup you can see Mrs. ******* ******** in the background taking the photos.  And in the photo that shows the client can be seen scratches in other places but not in the specific place (front bumper pilot side) that she made when returning the car is observed perfectly. 
  
  
  Only the claim of the scratch on the corner of the pilot side bumper is being made. Not the others.

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 22946394
  
  I am rejecting this response because:

  I reviewed the pictures as I did before and maintain that they do not invalidate my argument. I look forward to getting my refund and expect that BBB will discourage this type of practice from a company.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:02/01/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi there, this dispute is fairly simple. Carwiz ***** (A subset of Colusa) is charging people $25 for every toll they use. Upon me renting the car and opting not to use their toll pass the woman at the counter did not mention the severity of not doing so which is completely predatory. I had a car for 3 days, barely drove it, and they told me there was $419 of "toll fees" assigned to my bill. We can all agree, including the employees at this company that this is an egregious amount when the tolls themselves totaled less than $5. I am not from the area, I do not know how the tolls work, and all the woman at the front counter had to do was knowingly and righteously mention to me, should I opt not to take their toll pass that I would be likely facing charges of this magnitude. There was no education on the matter and I went ahead and signed away under false pretenses. In the end, I have been fighting with the company to rectify the situation and moreover to stop the scam that they use to prey on tourists with. You can notice in the email I attached from them that they are adhering to how ridiculous these charges are by lowering my toll fees from $419 to $194. Yes, I would like to be returned the difference between these charges and what it would have been if I had taken the toll pass (had their employee explained to me the reality of their system), and moreover I think they should be stopped from charging people $25 fee every time they pass a toll. That can easily rack up to over $1,000 for a lot of people on a trip who are doing this without really knowing what is happening. The sheer disillusion set forth by the company is immoral and needs justification. They are stealing money from people under false pretenses.

  Business Response

  Date: 02/06/2025

  Good afternoon,
  
  We understand the customer's frustration and we believe it is his right to make this claim. 
  
  However, we have verified the reservation and the client accepted the terms and conditions at the time of taking the car by signing the rental contract where he explains in detail about the tolls and signed a document where he declines the toll service and the fine for each toll is $25 plus the consumption of each one of them. 
  
  On the other hand, I attach direct documentation from the toll system where the client went through 16 tolls giving a total to pay of $419.13, the client communicated directly with us and was reviewed by the general manager and was considered in only charging the total of $194.79 for 5 tolls plus consumption of each one (as specified by the client in the email of the claim).
  
  The booking where the reservation was made, in their T&C is also specific about the price of the tolls service and if he declined the service it names the penalty price of $25 for each one. Attached is a screenshot directly from the terms and conditions from ************* in which you must accept before booking.
  

  Customer Answer

  Date: 02/08/2025

   
  Complaint: 22886119
  
  Thank you for your prompt response. I would like to make it clear that this matter is simple. The employee who rented me the car did not explain to me in any way the reality of what it meant to not choose the toll pass. If you are saying that I accrued over $400 in fees in just 4 days then this is a clear predatory money making tactic to not inform customers properly of the consequences of denying the toll pass. I was a tourist in an unfamiliar area and all the employee needed to do was explain to me the potential amount of money I could be fined with by not taking the pass. Just having someone sign something that says there will be a $25 fine every time you use a toll without the toll pass is not an adequate explanation of the reality of the situation. I am not from *******, I do not know how the tolls work, and had I known there was a certainty of driving the car a normal amount would mean I would be fined 16 times, then certainly I would have gladly taken the toll pass. Your company is actively and knowingly not informing customers on the reality of not taking the toll pass and you guys are profiting off it under false pretenses. I don't think I am asking for a lot in justifying the situation by asking for admission that this is a complete money making scheme, that I was not properly informed about the severity of not taking the toll pass, and to be refunded solely for the difference between what I was charged and what it would have cost had I been properly educated and taken the toll pass.
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 02/11/2025

  Good morning,

  We understand the client's intention in the information.
  
  We have a highly trained staff to serve each client and provide them with the information they need.
  
  The rental agent always shares the information to the clients about the tolls to take our services, the client takes the last decision and proceeds to sign the document where he declines the service and where he specifies the fine of each toll and the authorization to the company for the collection of the same in case he goes through any of them. 
  
  It is very important that you read our terms and conditions when signing a contract. This will help you better understand our services and make sure everything is clear.

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22886119
  
  Thank you for your reply. I am not speaking about your staff as a whole, I am speaking about my individual experience where the staff member did not inform me of the potential magnitude of not taking the toll pass. If she works at your company she knows full well what it means for a renter not to take this pass and the amount of "fines" they are going to rack up with your company. The professional and moral thing to do would be to educate a customer on the reality of what it means to not take a pass and how it will surely mean they will rack up hundreds of dollars in your "fines". These fines do not cost your business anything, it is simply a way of you adding more money to your bottom line and it is unethical. Your company is fining people $25 for each toll they pass; that in itself is proof that this is a money making scheme. I am a business person, I am educated, and this happened to me; it only makes me worry more for people who are foreigners or do not have experience in renting cars like I do, that they are surely easy targets for this scheme. I am requesting sincerely to justify this case by solely refunding me the difference between the cost of what the toll pass for my rental days and what I was charged in fines. It is a win, win, you guys didn't lose any money in doing this. 
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:01/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a car through Carviz by Colusa Rent a Car through priceline for 1/17/25-1/21/25 for $45.58. When I showed up at the location on 1/17, they asked for my insurance policy. After reviewing the limits, they said it didn't meet their minimums. I told them I also had insurance coverage through my credit card and was again told it didn't meet their minimums. I also have insurance through my partners car insurance and when I showed them his policy was told for the third time it didnt meet their requirements. They said I owed $126.35 to pay for that and the toll rental fee which you need unless you plan to avoid tolls. When I asked to remove the toll rental fee they said it would cause the cost of the insurance to go up so I would only save $12. I was getting a discount because I was purchasing two add ons instead of just one. None of this was advertised when I booked this car. Otherwise I would have booked through a respectable company. I've used my car insurance or credit card insurance with every other rental car company I've booked through. Colusa artificially lowers their rental rates but then sticks you with mandatory extra fees. This is predatory and should not be allowed. Airlines warn you when you purchase the lowest class fare letting you know that you will have to pay for addons and Colusa should have to as well so customers can make an informed decision.

  Business Response

  Date: 02/11/2025

  Good morning,
  
  We have reviewed your case in detail and the conclusion is as follows:
  
  -The insurance that the client submitted did not meet the PROPERTY DAMAGE amount required by us:
  
  We require client's insurance to have a PROPERTY DAMAGE of $300K, however the client's had one of $10k, for that reason *************************************** had to be added to complement or complete the property damage of his insurance.
  
  The list of allowed insurances as well as the necessary amount of Property damage and ************ Charges are explained in our Terms and Conditions at ************* which was the booking where the client made the reservation. Therefore it is the responsibility of each client to review them before finalizing their online reservation and before paying.
  
  In case of credit card insurance it is necessary for the client to pay an additional third party insurance since the card does not cover it. That is why all options were given. 
  
  Once the client arrives at the counter this explanation is reinforced to them, but it is the client's responsibility to have read it beforehand.
  
  All charges were valid and supported by the booking and the terms and conditions of the contract. 
  
  Attached are direct images of the booking terms and conditions which the client accepted at the time of booking.

• Initial Complaint

  Date:12/30/2024

  Type:Order 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.

  Car rental reservation was made through Priceline. 1) ************* I told that I plan to use the coverage with my Credit Card, I was told to do so you still have to buy insurance. I changed to use my own insurance coverage and produced an insurance card, I was then asked to show a declarations page with insurance converage limits.When I questioned this ask, my reservation was abruptly cancelled and my family was left stranded without a vehicle! Unacceptable customer services and bad business tactics to exclude more money from customers!The company also wanted me to make a decision on electronic tolling, the options given to me were $15 a day + tolls, $19 a day (no extras) and $25 per incident if I do not select the first two options. This I feel was just a way to add on extra charges to the customer.

  Business Response

  Date: 12/30/2024

  Good afternoon,

  We have reviewed your case in detail and the conclusion is as follows:

  We require client's insurance to have a PROPERTY DAMAGE of $300K, for that reason you were being asked for the Declaration Page of the client's insurance for a better review. On the other hand, the ************************** does not have Liability so he had to proceed to pay the *************************************** to complement or complete the insurance.
  
  Both the list of allowed insurances and the necessary amount of Property damage are explained in the Terms and Conditions of us at ************* which was the booking where the client made the reservation.
  
  Therefore it is the responsibility of each client to check them before finalizing the reservation online and before paying.
  
  In the booking priceline also explain each of the services we offer in the office as they are a priority at the time of taking the rent, but it is up to the client to decide whether or not to take our reservation.
  
  Once the client arrives at the counter this explanation is reinforced, but it is the client's responsibility to have read it previously.

  Attached are screenshots of the terms and conditions directly from the Priceline booking page. 
  
  We would like to help you more but all charges were valid and supported by the booking, we are sorry we can not do more, however if you have any other questions feel free to ask us.

   

  Customer Answer

  Date: 01/04/2025

   
  Complaint: 22745083
  
  I am rejecting this response because: I had all the items requested, my reservation was abruptly canceled while transacting at the desk as I asked questions about your policies which are not inline with other rental car companies. 

  My family was left stranded without a reservation during Christmas, with no supervisor available onsite to help remediate. I was given a phone number that can only be used for SMS. These business practices should be investigated by the BBB. I reject your explanation, your company policies are not inline with other rental car companies and you purposely provide subpar or non existent customer service to add charges to reservations and not honor your reservations. 

  Reservation was NOT honored and supposedly cancelled on 12/27 by your front desk person. I am yet to see a refund on my CC, your company has no issues keeping everyones $ to not honor reservations.

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

  Business Response

  Date: 01/10/2025

  Good evening, 
  
  The customer did not accept our terms and conditions. By taking the reservation through ************* client accepted each of the conditions related to insurance and what the client must bring to the office to continue with the rental. 
  
  Our corporate communication system is enabled only in SMS and Whatsapp. Or if you wish, through our email: ****************************
  Looking at our records the client did not communicate by any means.
  Depending on emergency cases, we call directly to the client. 
  
  The customer did not want to cooperate and appointed to dispute the charges to his bank and automatically canceled his reservation. 
  The payment was made to Priceline booking and we had to contact them as they made the final decision on any refund. 

• Initial Complaint

  Date:12/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12-27-24 my family and I flew down to FLL for a family vacation and I went to pick up car rental for 48 hours at the agreed upon price of $75 per day for 2 days. They asked to see my car insurance policy which no car rental company has ever previously asked for. They told me my $100,000 of property damage was insufficient. In 30 years of renting cars this has never happened before. They forced me to pay $163 for supplemental insurance though them which included $300,000 of property damage coverage. It has a been a long flight and Colusa much to my surprise is not actually located at the airport so there were no other car rental companies available. I reluctantly agreed as my family were really tired and wanted to get to our hotel. Apparently the $300,000 of required property damage is buried in the fine print as I did not see it. I am happy to pay for the car rental but the property damage surcharge is more than my entire car rental! I would like a full refund of the supplement property damage insurance i was forced to buy last minute.

  Business Response

  Date: 12/28/2024

  Good Afternoon,

  
  We have reviewed your case in detail and the conclusion is as follows:
  
  -The insurance that customer ***** ********** submitted did not meet the PROPERTY DAMAGE amount required by us:
  
  We require client's insurances to have a PROPERTY DAMAGE of $300K, however the client's has one of $100k, for that reason *************************************** had to be added to supplement or complete the property damage of his insurance.
  
  Both the list of allowed insurances and the required amount of property damage are explained in the Terms and Conditions of us at ************************ SiaBookingGroup which was the booking company through which you made the reservation. Therefore it is the responsibility of each client to review them before finalizing their reservation online and before paying.
  
  Once the client arrives at the counter this explanation is reinforced to them, but it is the client's responsibility to have read it beforehand.

  I attach proof of the document signed by the client ***** ********** where he accepts the *** charges and I also attach a screenshot of the Terms and Conditions of the booking where the insurance is explained in detail. 
  
  We would like to help you more but all charges were valid and supported by the booking, we are sorry we can't do more, anyway if you have any other questions feel free to ask us.

  
  

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22738498
  
  I am rejecting this response because:

  $300K in property damage is completely unnecessary and not standard for property damage insurance.  No other car rental company requires so much property damage insurance.  My agent at Geico  told me that he has never heard of a car rental company requiring such a high amount of car insurance.  

  When I booked online I did not see this ridiculous amount of property damage insurance at all. 

  We had been traveling all day from **. We were exhausted. ******* is NOT located at the airport. We waited 30 minutes for the shuttle which is several miles from the airport.  

  There is no other car rental agency near Car Wiz. We had all our luggage, we were tired, and hungry. We were trapped at their office and were far too tired to go all the way back airport to find another rental agencies.   

  This is a scam. There are dozens and dozens of extremely negative reviews on ****** with many many customers complaining about this scam.  

  It is a horrible way to start a family vacation. 

  The cost is completely unreasonable.  $163 for 48 hours!   More than my car rental!

  I was forced to buy the insurance under duress. 

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

  Business Response

  Date: 12/31/2024

  We understand your frustration,

  however it is a charge fully authorized by the client, since he himself says: "When I booked online I didn't see this ridiculous amount of property damage insurance." Knowing that it was there.

  On the day of the pick up you took out the ************* and gave us authorization to charge you, it is not SCAM, because we physically gave you the document to sign and you read it and then signed it.There everything was clearly established and in legible handwriting.

  IT IS EACH CUSTOMER'S RESPONSIBILITY TO READ BEFORE SIGNING.

  It is also supported by the terms and conditions of the contract and Priceline.