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:04/14/2025

  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.

  Date of car rental is 12/26/2024 Rented a car from 12/26 - 1/5/2025 I have included my final receipt for $353.86 I was charged $719.18 in error and have been promised a refund $440.32 on my credit card ending in 8910 See details below:Please issue a credit for the overcharged amount of $440.32.Attached is the documentation for the car rental cost confirmed by ***** ******** and ****** of EASIRENTCOM. I have attached all the documents that was required to sign at the time of the car rental. The amount charged on 12/27/2024 of $719.18 is incorrect. I returned to the rental car facility on 12/27/2025 to bring the error to ****** attention ($794.18 charge on my credit card). She assured me I would receive a credit for the $440.32 charged in error in 3 business days or less. I have reached out to the ********, ****** and ***** multiple times to resolve the overcharged amount with the same promise to issue the credit of $440.32, the amount charged in error. Of course, the amount of ($440.32) was never issue to my credit card ending in 8910. Attached is the rental agreement with my signature for $353.86 Please contact me if you need any additional information.

  Business Response

  Date: 04/23/2025

   

  Thank you for your email.
  
  We appreciate you taking the time to advise us of the incident that occurred at one of our locations. Your feedback is important to us, so we can make the necessary improvements. As a result, we have forwarded your comments onto the Regional Manager to address the staff and provided them with additional training and/or disciplinary action. On behalf of Easirent we would like to apologize for the inconvenience you underwent while renting with us.
   A refund has been processed by our **************** on 4/23/2025 in the amount of $440.32. Please allow ***** business days for this transaction to reflect on the credit you use when renting the vehicle. We sincerely apologize for the inconvenience and hope that you will give us the opportunity to serve you again soon.
  
  Because we value our renters, please accept 10% off your next online booking. To claim the 10%, go to **************************** using the discount code [DEQOTR25]. Valid for 12 months. We look forward to seeing you soon.
  
  Kind Regards,
  Customer Service

   

  Date: 04/23/2025 8:51:31 AM EDT
  Transaction ID: ***********
  Transaction Type: Card Refund
  Amount: $-440.32

  Customer Answer

  Date: 04/25/2025

   
  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:04/02/2025

  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 am writing to file a formal complaint against Easirent, a car rental agency, regarding an issue I encountered during a recent rental. I rented a car from Easirent for two days (March ***** 2025) through CarJet.I have full coverage travel insurance with *******, which includes $2.5 million in personal liability and $10,000 for rental car excess. However, Easirent refused to accept my insurance, stating it was foreign. When I asked them to point to any part of my Terms and Conditions that would prohibit the use of travel insurance from a major company, they were unable to provide any details, only claiming that it was their policy without showing any written documentation of such a policy. As a result, I was forced to pay an additional $50 for personal liability insurance, which I did not need.When I explained that I have never encountered this issue with other car rental agencies and pointed out that my travel insurance explicitly covers accidents abroad, their response was dismissive, stating that they were a small company. This felt like an unreasonable excuse, especially given that they likely serve many foreign ************ is concerning that ********************** refused to accept valid travel insurance simply because it was deemed foreign, without providing clear evidence of this policy. I felt coerced into paying for unnecessary coverage due to their lack of transparency and unwillingness to accept legitimate insurance.Based on my experience, I believe that Easirents actions may be a violation of the Texas Insurance Code, the Fair Credit Billing Act, and Rental Agreement Regulations.I kindly request your assistance in investigating this matter and ensuring that Easirent is held accountable for their unfair practices.Thank you for your attention to this issue.

  Business Response

  Date: 04/16/2025

  Ms. ****,

  We appreciate you taking the time to advise us of the incident that occurred at one of our locations. Your feedback is important to us, so we can make the necessary improvements. As a result, we have forwarded your comments onto the Regional Manager to address the staff and provided them with additional training and/or disciplinary action. On behalf of Easirent we would like to apologize for the inconvenience you underwent while renting with us.
  
   A refund has been processed by our **************** for the Coverage  in the amount of $49.98.Please allow ***** business days for this transaction to reflect on the credit you use when renting the vehicle. (see transaction proof below) We sincerely apologize for the inconvenience and hope that you will give us the opportunity to serve you again soon.
  
  Because we value our renters, please accept 10% off your next online booking. To apply, go to **************************** using the discount code [DEQOTR25]. Valid for 12 months. We look forward to seeing you soon.

  Kind Regards,

  Customer Service

  Date: 04/16/2025 5:44:25 PM EDT
  Transaction ID: ***********
  Transaction Type: Card Refund
  Amount: $-49.98

  Customer Answer

  Date: 04/16/2025

   
  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:04/02/2025

  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.

  April first 2025 I rented a car from Easirent in the ****** area, the car they gave me had the most unsafe tires I have ever seen! I was driving for maybe 15 mins when a loud pop and the car lost control. I was able to regain control and safely pull over. Mind you I have a 18 month old in the car, the tires were worn down to the metal! This car was extremely dangerous and damaged it should never have been rented to anyone ! I called and was hung up on by various staff members of easirent and told I would receive a call back by a manger in the next day or two. I have paid for a car rental that doesnt work and is unsafe and they will not do anything to remedy the issue theyve caused.

  Business Response

  Date: 04/14/2025

  Dear Ms. ****************** appreciate you taking the time to advise us of the incident that occurred at our ****** location. Your feedback is important to us, so we can make the necessary improvements. As a result, we have forwarded your comments onto the Regional Manager to address the staff and provided them with additional training and/or disciplinary action. On behalf of Easirent we would like to apologize for the inconvenience you underwent while renting with us.
  
   A refund has been processed by our **************** for the Coverage and Tolls in the amount of $260.92.Please allow ***** business days for this transaction to reflect on the credit you use when renting the vehicle.  We sincerely apologize for the inconvenience and hope that you will give us the opportunity to serve you again soon.
  
  Because we value our renters, please accept 10% off your next online booking. To apply, go to **************************** using the discount code [DEQOTR25]. Valid for 12 months. We look forward to seeing you soon.
  Proof of Refund
  Date: 04/14/2025 12:09:14 PM EDT
  Transaction ID: ***********
  Transaction Type: Card Refund
  Amount: $-260.92
  CC Number: ************4061
  CC Expiration: 09/28
  CC Type: Mastercard

  Customer Answer

  Date: 04/14/2025

   
  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:03/29/2025

  Type:Customer Service 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.

  The renting service never ocurred, the store branch canceled it because my credit card had no funds for the Deposit. March 5 2025 , So the lady at the counter cancel my reservation on the spot and said will refund it...it never HAPPENED as of Today March 28 Easirent ***** ***************************************** OF TRANSATION ***************** Ref: US30325377321GG)I request a rembursment on the Amount of : $76.38.

  Business Response

  Date: 04/04/2025

  RA 3983976

  Dear Ms. ********************* show that your card was refunded for $76.38 on 3.24.24 the 

  We appreciate you taking the time to advise us of the incident that occurred at one of our locations. Your feedback is important to us, so we can make the necessary improvements. As a result, we have forwarded your comments onto the Regional Manager to address the staff and provided them with additional training and/or disciplinary action. On behalf of Easirent we would like to apologize for the inconvenience you underwent while renting with us.
   A refund has been processed by our **************** on3/24/25 for the RESERVATION in the amount of $76.38. Please allow ***** business days for this transaction to reflect on the credit you use when renting the vehicle. Bank Transaction Number ***********. If you do not see this refund please contact the credit card company that you booked with. We sincerely apologize for the inconvenience and hope that you will give us the opportunity to serve you again soon.
  
  Because we value our renters, please accept 10% off your next online booking. To claim the 10%, go to **************************** using the discount code [DEQOTR25]. Valid for 12 months. We look forward to seeing you soon.
  
  Kind Regards,
  Customer Service

  Customer Answer

  Date: 04/14/2025

   
  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,
  
  ********* Gual *******

• Initial Complaint

  Date:03/24/2025

  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.

  Feb 20, 2025 -$650 Mar 21,2025-$300.77 BOTH RENTAL CARS ON THESE DAYES WERE FILTHY , HAVENT BEEN CLEANED OR WASHED NOR VACUUMED. THE TIRES FROM DAY 1 KEPT GOING LOW ON AIR THERE WAS DOG FUR AND LICKS OVER WINDOWS THERE WAS FOOD STAINS THROUGHOUT THE CAR THAT WAS DRIEF UP ON THE INTERIOR SMOKE BURNS ON SEATS THE OUTTER PORTION HAD ALL TYPES OF MARKS AND DENTS BLACK STREAKS VERY FILTHY WASNT WASHED WINDOWS DIRTY ...I RENTED THROUGH THIS COMPANY BECAUSE IT STAYES THEY HAVE NEW CARS , CLEAN, COMPETITIVE PRICES YET NONE OF THIS WAS SEEN AND BEING CHARGED AN $500 DEPOSIT IS RIDICULOUS IVE NEVER MADE AN DEPOSIT THAT HIGH ON ANY CAR AT HIGH END RENTAL CAR COMPANIES THESE ARE USED CARS BEING RENTED OUT PRAYING SOMETHING HAPPENS FOR THEYRE FINANCIAL GAIN BUT YHE MAIN ISSUE IS THEY ALREADY COME RAGGEDY MY NEXT STRP IS FILING A CLAIM FOR FALSE ADVERTISING

  Business Response

  Date: 04/04/2025

  Ms. **********,

  We appreciate you taking the time to advise us of the incident that occurred at one of our locations. Your feedback is important to us, so we can make the necessary improvements.  Customer Satisfaction is a priority, and it is never our intention to provide our customers with a vehicle that is not up to our companys standards.  We have addressed the issue with our Management Team to make all the necessary improvements to prevent such an event from happening again. In appreciation for your valued feedback and for the inconvenience you underwent, please accept 10% off your next two online booking. To request your discount, go to **************************** using the discount code [DEQOTR25]. Valid for 12 months. We look forward to rectifying this incident with our future service and thank you once again for your feedback.
  

  Kind Regards,
  Customer Service 

• Initial Complaint

  Date:03/24/2025

  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.

  On 3/3/2025 I booked a vehicle to be picked up on 3/11 at the Ft. ****************** at 9:30pm. Upon arriving at the shuttle pick up I waited for a 45 min for the Easirent shuttle to pick me up. Another rental shuttle asked me what shuttle I was waiting for and he informed that Easirent had no more vehicles and that they would not be coming and I would need to rent another vehicle from another rental company. So I go back inside the terminal and had to rent another vehicle more than twice of what I had already been charged (already charged on my credit not - not a hold ....i was already charged that amount) and now they are out of vehicles????? How can this be. So I had to **** it up and pay for another vehicle and did not get to my hotel till well after 11 pm. Not very happy. I have been trying to call Easirent to no avail and I also asked to speak to a supervisor and have been on hold for 48 min......this is totally ridiculous. I had been using Easirent for the past 5 years with no problems..........but with this I will never use Easirent again !!!!

  Business Response

  Date: 04/04/2025

  Thank you for your inquiry. The information provided is not sufficient for us to find the Rental Agreement or Reservation associated with this query.

  
  Please provide the following information, the more information received the easier it is to find the Rental Agreement or Reservation so we can respond.

  
  Reservation /Confirmation
  Rental Agreement Number
  Renter/Driver Full Name (as listed on drivers license)
  City of vehicle pick-up *********************** Location Address)
  Date of Pick-up and return

  
  Kind Regards,
  Customer Service

• Initial Complaint

  Date:03/24/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My ******** rented a car from this business. I gave them my card for the $250 deposit in case anything happened to the card. Nothing happened & they still charged me. Also, they charged me an additional $150 which was not authorized. They also forced us to pay for insurance which is unlawful since we provided them with our present insurance policy information

  Business Response

  Date: 03/27/2025

  Mr. ***,

  We appreciate you taking the time to advise us of the incident that occurred at one of our locations. Your feedback is important to us, so we can make the necessary improvements.
  
  As stated on our rental Terms and Conditions, optional coverage is not required to rent a vehicle;however, proof of a current automobile comprehensive, collision and liability insurance policy in the renters name covering injury to third persons or property is required at the time of pick up. Please refer to our Rental Coverage Policy on *********************************************************************************** for more information.  
  
  On page 2 Line 17 of Your Rental Agreement it states:
  17. Removal of Purchased CDW/LDW Renters have the option to return to the location they rented from within 24 hours of pickup time to remove optional products. If renter wishes to remove coverage or insurance the renter must provide proof of their insurance policy that covers rental vehicles. Renters will only be charged for the optional product for the 24-hour period.
  
  When accepting the toll package,the renter will be covered for the cost of all unmanned tolls and drive through automated express toll lanes. When you decline the Toll program you agree not to drive through automated express toll lanes. Any manned or unmanned toll that you violate during the rental period will result in a $25 admin fee plus the toll. Toll violation max admin fee $25 per day.
  
  Page 2 Paragraph 5 States:
  5. Payment of Charges. If Renter directs the charges to be billed to someone else or to a credit card,Renter represents and warrants that ****** is authorized to do so. If ****** uses a credit card to pay for charges. RENTER AUTHORIZES LICENSEE TO RESERVE CREDIT AND TO PROCESS AND APPROPRIATE VOUCHER WITH THE CARD ISSUER for all estimated charges at the time of the rental, for all additional charges at the completion of the rental and for corrected charges upon audit and notification by Lessor.If the person or organization Renter directs us to bill fails to pay the charges when due, Renter will pay Lessor on demand all amounts uncured as a result of the rental transaction including but not limited to the following:(a) All time and mileage charges as computed on the Agreement with mileage determined by reading the Vehicle odometer or hub odometer; (b) All charges for taxes, permits, service and equipment, excessive wear and tear, lost keys or keys locked in the Vehicle, and optional PDW or insurance products when purchased; (c) A refueling charge at the rate specified on Page 1, if Renter does not purchase fuel from Lessor at the beginning of Renters rental (Fuel Purchase Option), and Renter returns the Vehicle with less fuel than when Renter received it. The rental rate doesnt not include fuel; (d) All fines, penalties,forfeitures, attorney fees (unless prohibited by law), court costs and out-of-pocket expenses incurred by Lessor unless due to Lessors fault; (e) All charges related to loss of or damage to the Vehicle as specified in this Agreement
  
  A state toll authorities can take up to 6 months to process and send toll violations to the rental car companies toll processor. Most toll authorities send violations within one (1)month of the toll violation.  Easirents toll processor is ******************* (GTS). *** will charge the credit card on file that was used to at time of rental the cost of the tolls and fees.  If the credit card used to rent the vehicle declines, *******************s will email the renter an invoice for payment due. Most renters pay GTS the amount due directly.
  
  If the renter does not pay the invoice due, GTS will advise Easirent of the due amount. Easirent will then try and charge the renter credit card again. If the credit card still declines, then the amount due will be sent to a collections
  
  After further investigation we found that the renter initialed and signed the Rental Agreement accepting the Collision Damage Waiver and the Toll Option therefore no refund can be made.(see attached signed Rental Agreement)
  
  Regarding the $250 deposit on you rental agreement, the deposit was released on 3/23/25.
  
  Because we value our renters, please accept 10% off your next online booking. To apply,go to **************************** using the discount code [DEQOTR25]. Valid for 12 months. We look forward to seeing you soon.

• Initial Complaint

  Date:03/23/2025

  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.

  I am filing a complaint about my experience at Easirent on March 20, 2025, at the ***************** location. My reservation was unjustly canceled, and I was treated unprofessionally by an employee named ******.After waiting in a long line, ****** asked for proof of insurance. I showed her a PDF of my credit card insurance, but she insisted only a webpage version was acceptable. I then found the required webpage and provided the policy number. However, ****** doubted it was correct and continued to pressure me to buy the companys insurance, despite my valid coverage.When I tried to explain, she abruptly claimed my booking was canceled and moved on to the next customer, refusing to give me a chance to resolve the issue. The company later claimed it was I who canceled the booking, which is a complete lie. ****** canceled it without my consent.This situation caused unnecessary stress and ruined my travel plans. After over three hours of shuttle travel, I was denied service without justification. I believe further action is needed.I ask for an investigation into this incident and a resolution. The behavior I experienced was unprofessional, and I hope the BBB will assist in addressing this matter.Thanks

  Business Response

  Date: 03/25/2025

  Dear Mr. ************** appreciate you taking the time to advise us of the incident that occurred at one of our locations. Your feedback is important to us, so we can make the necessary improvements. As a result, we have forwarded your comments onto the Regional Manager to address the staff and provided them with additional training and/or disciplinary action. On behalf of Easirent we would like to apologize for the inconvenience you underwent while renting with us. 

   A refund has been processed by our **************** for the Rental n the amount of $83.15 on 3/25/2025.Please allow ***** business days for this transaction to reflect on the credit you use when renting the vehicle. We sincerely apologize for the inconvenience and hope that you will give us the opportunity to serve you again soon.
  
  Because we value our renters, please accept 10% off your next online booking. To apply, go to **************************** using the discount code [DEQOTR25]. Valid for 12 months. We look forward to seeing you soon.

  Kind Regards,

  Customer Service

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23105008
  
  Thank you for your response. However, my concerns remain unresolved.
  
  1. I require a clear explanation of who canceled my booking and why. In our previous communication, your staff falsely claimed that I canceled it myself, which is completely untrue. I strongly suspect race discrimination was involved in this matter, and I expect full transparency.
  
  2. There is a CCTV camera behind ******, which should clearly show the entire interaction. I request that you review the footage and provide an honest account of what happened.
  
  3. I demand a formal written apology from ******, who was directly responsible for this situation.
  
  4. This cancellation ruined my trip. It was 11:00 PM, leaving me stranded with nowhere to go. It was extremely difficult for me to find a taxi at that hour, causing significant stress and inconvenience.
  
  While I acknowledge the refund and discount offer, these do not address the serious issue of being wrongfully denied service and misrepresented in your records. If this matter is not resolved satisfactorily, I will escalate this, including other relevant authorities.
  
  I expect a prompt and detailed response.
  
  Best regards,
  Don Xing

  Business Response

  Date: 04/04/2025

  We apologies that you are not satisfied with our resolution. We take our rentersconcerns seriously and value your experience with our company.   We have made every effort to resolve this issue with you and with our location manager to ensure this matter does not occur again.
  
  The response resolution to this case was sent to you previously and is the final decision from the Easirent ***************** No other resolutions will be applied to your rental. We will not reopen another ticket or inquiries regarding this matter. Thank you for your understanding and we hope you will rent with us again in the future.
  
  Kind ****************************

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23105008
  
  Dear Customer Service,
  Thank you for your response.
  I must reiterate my disappointment with how this matter has been handled. My booking was cancelled by your staff without any explanation, and to make matters worse, I was falsely told that I had cancelled it. This is completely untrue and unacceptable.
  I have asked multiple times for a clear and honest explanation, but none has been provided. I believe I deserve a formal apology from ****** for both the unjust cancellation and the false claim regarding my actions.
  Unless this is addressed appropriately, I will have no choice but to escalate the matter further through consumer protection agencies and public review platforms.
  I trust Easirent will take the opportunity to correct this situation with the seriousness it deserves.
  Sincerely,
  Don ****

• Initial Complaint

  Date:03/21/2025

  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.

  I rented a vehicle through **** with Eazirent, and the agreement showed my rental ending on Saturday. Eazirent claimed the car was due Wednesday, but I returned it Friday and paid the full late fee. I was told by a representative over the phone that my $500 deposit would still be refunded as a one-time courtesy.Nearly two weeks later, I followed up and was told by customer support that they would not honor the refund, directly contradicting what I was told. I fulfilled my obligations, returned the car, and paid the fees, yet Eazirent has failed to return my deposit or provide consistent communication.This experience has been frustrating, misleading, and unprofessional. I do not recommend renting through this company.

  Business Response

  Date: 03/25/2025

  Mr. *******,

  The contract you listed was for a different renter name. I have many renters with your same name. We would like to help you but we need more information. 

  The information provided is not sufficient for us to find the Rental Agreement or Reservation associated with this query.

  
  Please provide the following information, the more information received the easier it is to find the Rental Agreement or Reservation so we can respond.

  
  Reservation /Confirmation
  Rental Agreement Number
  Renter/Driver Full Name (as listed on drivers license)
  City of vehicle pick-up *********************** Location Address)
  Date of Pick-up and return

  
  Kind Regards,
  Customer Service

• Initial Complaint

  Date:03/19/2025

  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 car thru Priceline in ******* March 15 with a 930 pm pickup. I waited for Easirent's airport shuttle which never arrived. I then took a taxi to their location but they closed at 10pm and no one was there. I then had to again pay for a taxi to my hotel. The next morning I called Easirent and said I'd be there in 30 minutes to pick up my rental car which I had paid for and rented 4 days. The young lady at Easirent told me they re-rented the vehicle because I was a no-show. I paid for 4 days of a rental vehicle and my car should have been waiting for me. This caused great hardship and expense for my family as we had to use another agency to get another vehicle at a significant expense. Easiest had all my details as I had uploaded all my documents prior to my arrival. Very unhappy and poor customer service. I paid Priceline who paid Easirent for 4 days. I am requesting 4 days refund. This has caused me almost $1000 more expenses but I am only asking for my 4 days rental refund. I will never use or recommend Easirent again.

  Business Response

  Date: 03/25/2025

  Dear Mr. *************
  
  Thank you for your email. We appreciate you taking the time to advise us of the incident that occurred at one of our locations. Your feedback is important to us, so we can make the necessary improvements.
  
  Our records indicate you had a prepaid reservation through Priceline. We have not invoiced Priceline for your rental, so we cannot process a refund our end. Please contact Priceline and advise them of the issue, so that they can determine if a refund can be issued based on their policies. Thank you for choosing Easirent.If you have any further questions or concerns, please feel free to contact us.
  
  Sincerely,
  Customer Service 

  Customer Answer

  Date: 04/05/2025

   
  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 as Priceline HAS addressed this for me. Unhappy that Easirent reissued a vehicle I paid for however and took no responsibility. Their customer service, while polite, failed the customer,
  
  Sincerely,
  
  ***** ************