ComplaintsforEconomy Rent a Car

• Initial Complaint

  06/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Consumer Law 15 USC 1692e protects consumers from false & misleading representations. However I experienced a violation of this law in July of 2023 from Exonomy Rent A Car. I rented a car from Economy for one day and when I returned it without incident and the inspection went well, I signed my release forms and left. My representative wished me a nice day and said I was all set, nothing more. A few days later, I received an attempted bill debit from them in an amount over $300. My rental was only $25 a day. I was sent an invoice that listed a smoking fee and I am a non smoker. Not only was I not made aware of this accusation when returning the vehicle during inspection, but, there is no proof of such allegations. My account was overdrawn and the spiral by effect impacted other bills. This violates my right to a fair explanation of all intended charges. I was misled during the inspection that I signed off on and led to believe everything was returned in good condition. I did not authorize that charge or agree to any smoking accusation as I do not smoke, nor did I travel with any passenger during my brief rental. I attempted to resolve through my bank to no avail in addition to speaking with Economy to no avail.

  

  Business response

  06/07/2024

  .Ensuring exceptional customer care is a top priority for us, and we are dedicated to providing outstanding service to each of our valued customers. After carefully examining your concern, we were unable to locate any prior communication with our office regarding the smoke charge.
  
  According to our records, our return agent noted on our rental agreement an unpleasant smell in the vehicle at 5:17 pm on July 27, 2023, and subsequently, the rental agreement was closed with a $250 charge at 5:20 pm on the same day. The terms and conditions regarding smoking in our vehicles are clearly outlined in the rental agreement signed by you.
  
  Due to the lingering smell caused by anyone smoking in the car during the course of your rental, we had to temporarily remove the vehicle from our rental fleet for 24 hours and utilize an ozone treatment twice to eliminate the odor. As a gesture of goodwill, we are refunding the $250 smoking charge.
  
  We appreciate your understanding of the circumstances surrounding the charge, and we remain committed to providing all of our customers with the best possible service experience.
  .
  

  Customer response

  06/09/2024

   
  Complaint: 21790116
  
  I am rejecting this response because:
  

  I do not smoke and did not smoke in this vehicle. There was no indication of a weird smell in the car when it was returned, I was not charged this on the day of return. I was told everything was okay and there were no issues. My check out reflected as such. I did not have those funds in my account that day or in the subsequent days that followed when the multiple attempts on my account were made. In fact your company only succeeded your unauthorized charge in AUGUST; several months afterward!

  You sent the attached email stating it wasn't even billed. Let's get it together with my refund and damages please and stop treating people poorly for profit.
  

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

  

  Business response

  06/15/2024

  Thank you for reaching out regarding our previous correspondence. We regret to hear that you remain dissatisfied with our explanation.
  
  Upon revisiting your concerns, we want to reiterate that our protocols and policies, clearly explain any charges that you might occur during your time of rental this is clearly explained in both our third-party websites and the rental contract FLL-****** that you signed upon pickup, and our agent also took the time to explain everything to you  regarding charges incurred during the rental period. It's important to note that the odor fee was indeed charged upon the return date of the vehicle on 7/27/2023 in accordance with our standard procedures, and not months later as you mentioned.
  
  Regarding the charges you referred to as occurring later to the time  of return our investigation revealed that these were for toll violations on 7/28/2023 at 13:37 and 8/7/2023 at 14:57, which transpired during your rental period. As you declined our Toll by Plate package offered at the counter and confirmed your declination by signature, it is outlined in the contract that we have up to four weeks to charge for any incidentals incurred during the rental period.
  
  We sincerely apologize for any confusion surrounding these matters and recognize the frustration they may have caused. Our utmost priority is to maintain clear communication and transparent billing practices for our customers. All of this terms and conditions you acknowledge them at the time of pick up when our sale agent explain and you sign.  
  
  Should you require further clarification or assistance regarding these charges, please don't hesitate to reach out. We are dedicated to resolving this matter satisfactorily and reinstating your confidence in our services.
  

• Initial Complaint

  03/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a rental booked with them about a month in advance. My connecting flight was a little delayed. So I got in at 2/11/24 1230am ish I booked on Expedia under unlimited milage. When I got to the desk I was told there was a surprise 1000 hold that needed to be put on my card WTF, but whatever it was after midnight. I told him okay because I just want to go to my parents and asked if what the best way to get to the keys was. He let me know that I couldn't go to the keys. that "it was over my allowed *****" I let him know my reservation was unlimitated and he told me that FL people do not get unlimited miles. He was sorry but he was refusing me (30 year old female) the car and would cancel my reservation. I had to get shuttled back to the cardepo where everything was closed. I fell asleep at the depo sometime around 3 am and my luggage was stolen. I had to book a last-minute car to get to my family which was 4 times as much. What a great start to a horrible trip and On top of how they treated me they are still refusing to refund me my money!!! Expendia refuses to hel

  

  Business response

  03/14/2024

  Dear ************,
  At Economy Rent A car], we hold customer service in high regard and consistently aim to deliver the utmost satisfaction to our clients. We sincerely apologize for any inconveniences you may have experienced and regret not being able to fulfill your service needs.
  It's important to note that all booking sites typically provide information regarding the requirements for local renters. However, we understand that there may have been some confusion in this regard.
  Upon reviewing our records, we couldn't find any documentation indicating that you had reached out to our office regarding the $156.30 refund. Nonetheless, we value your patronage and want to rectify the situation promptly.
  As a gesture of goodwill, we have processed the refund, and a receipt of credit is attached for your reference.
  Once again, we apologize for any inconvenience caused and appreciate your understanding.  I have attached a copy of the refund and excerpt of restriction regarding local renters from the EXPEDIA Website
  

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I rented a car from Economy in ***************, ** from 1/12-1/15. When we arrived at 1am, the agent informed us that if there was anything wrong with the vehicle to document in case of a charge. The car smelled like smoke and there was a burn **** found on the back seat later that morning when the sun came out. Neither of these issues affected our ability to drive the car so we did not complain and no one was there for us to talk to when we dropped the car off at 4am. I was charged a $250 smoking fee when in fact I didnt smoke in the vehicle. I have been trying to get management on the phone for the last week and no one is returning my calls. The last person I spoke to told me there is no guarantee I receive a call back. Every time I email I get an automated reply, which doesnt help me to resolve the situation. I would like this refunded.

  

  Business response

  02/20/2024

  customer Care is very important to us and we strive to provide exceptional  customer service to all our customers. Our records show that the customer was informed that a credit was processed for $250 on February 6th, 2024.  

  

  Business response

  02/22/2024

  customer Care is very important to us and we strive to provide exceptional  customer service to all our customers. Our records show that the customer was informed that a credit was processed for $250 on February 6th, 2024. 
  

  Customer response

  02/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

  

  Business response

  02/23/2024

  ******** care holds significant importance for us, and we've diligently attempted to reach out to the customer on multiple occasions without success. It was clearly communicated through several messages that we thoroughly inspect all vehicles upon both arrival and return. Our records indicate no reported issues with the vehicle rented to the customer. As a gesture of goodwill, a full refund was issued to the customer's credit card on file on 2/6, and a copy of the receipt is attached for reference.

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented a car with Economy Rent a Car On November 5, 2023. When I got to the car I noticed that there were damages to the driver side door and to the rear pasanger door. I reported it to the gentleman who checked me in and haded me the car key. He responded " don't worry about it, we already know of all the damages that the car have". I decided to take pictures of the car damages before driving off. I was with two other people and they are witnesses. I was there for business purposes and I only drove the car from the hotel to our work place the car was driven approximately 95 miles for the entire 5 day duration of the car rental. When I returned to the car on November 10th, 2023 at approximately 2pm. The girl who received the car accused me of causing the damages even after explaining that the damages were already there. I asked to speak to a manager but a manager never came out. The girl said " it's ok just write your statement on this paper and you should be ok". So I did. Several weeks later I get an email from *************************** Rockport Auto Claims Claims Representative ************ Direct Number ************ Fax Number ***************************** Requesting a payment for the damages after they have charged my credit card $500 dollars. After sending her proof that the damages were already there she just emailed me back saying that they were going to review it and call me back. I have called them numerous times and everytime they tell me that the manager will give me a call back. Over two months have passed by and I have not received a call back. They file a fraudulent claim and I want them to refund me the $500 dollars.

  

  Business response

  01/19/2024

  We highly value customer service, and it is our priority to address any concerns promptly. In this case, the customer returned the car on November 10, 2023, at 13:03 PM. During the return process, she was made aware of damage to the vehicle; however, she did not provide any documentation to substantiate that the damage occurred prior to her rental.
  It's important to note that the customer signed the checkout when the rental agreement was initiated, and there was no indication of such damage at that time. Our manager personally engaged with the customer during the return process, explicitly communicating that the damage was incurred while the car was in her possession.
  We understand the significance of transparency and documentation in these situations. If the customer has any additional information or concerns regarding the damage, we encourage her to provide any relevant documentation she may have to assist us in resolving this matter. Our team is committed to ensuring a fair and transparent resolution, and we appreciate the customer's cooperation in this process. If there are further questions or if additional assistance is needed, please feel free to contact our customer service team.

  

  Business response

  01/19/2024

  Having thoroughly examined the images submitted by the customer to the ********************, we observed that the timestamp on the photos is 5:38 PM on the 5th of November 2023. However, our internal records indicate that the actual contract was executed at 5:51 PM. Additionally, it's noteworthy that the location depicted in the photos does not align with our address, as we are situated at **************. Furthermore, the floor shown in the images is not representative of our showroom floor. These disparities raise questions about the accuracy and context of the provided images.

  Customer response

  01/19/2024

   
  Complaint: 21161952
  
  I am rejecting this response because: the car was given to me at 5:38 pm. Not at 5:51 PM. They Blur and highlighted the time. However, I have a copy of the exact paperwork that does not match your records.  Is evident that this company continues to lie. 
  
  Sincerely,
  
  *****************

  

  Business response

  02/02/2024

  In our previous response to customers concern we attached a copy of the actual contract signed by customer and highlighted the time of contract executed.  I have attached a copy of the actual contract without the time of execution highlighted.  Our documentation submitted supports our case. 

• Initial Complaint

  01/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I rented a car from them on December 31st. I was told that a temporary hold of $500 would be put on my debit card and that the funds would be RELEASED the SAME DAY I RETURN THE CAR.When I returned the car on January 4th, the representative then told me it would be 2 to 3 business days to release the $500 hold.3 business days later, I called their office and ******* on the phone then told me FIVE business days.2 days later (at the 5 business day ****), the hold was still in place and I called again.******* on the phone told me that for Credit Cards, it's 2 to 3 days...but for Debit Cards, it would be 2 weeks.I explained to him that the previous 3 reps---including ******* who originally took my debit card and gave me the car on December 31st---ALL KNEW that I was using a debit card.Therefore, all 3 LIED to me. ******* over the phone kept repeating the same policies, like a robot. I then hung up the phone.

  

  Business response

  01/12/2024

  Ensuring excellent customer service is a top priority for **. Following a thorough review of the customer's complaint, we have determined that the $112.37 charge on their **** Debit Card pertains solely to the rental of the vehicle from December 31, 2023, to January 4, ****. It's important to note that the $500 charge was a pre-authorization "hold" intended for potential incidents during the rental period.
  Upon the vehicle's return, the pre-authorization "hold" was promptly released, as evidenced by the attached documentation indicating the voiding of the hold. It is worth mentioning that when utilizing a Debit Card, the release of such holds might take longer due to the specific policies of the customer's bank.
  In light of these details, we want to clarify that the customer is not entitled to any refund, as the charges align with the agreed-upon terms of the rental agreement. We appreciate the customer's understanding and cooperation in this matter. If there are further concerns or questions, please do not hesitate to reach out to our customer service team for assistance.

  Customer response

  01/12/2024

   
  Complaint: 21136175
  
  I am rejecting this response because:

  All 4 reps I spoke to did not mention anything about my bank.

  They all told me a different story. Now it seems they are passing the buck to my bank.

  On top of that, the hold was "voided" on the 31st...and yet...i still don't have access to my funds.

  This story about my bank is news to me. Not one of the 4 reps from the company mentioned that.

  On top of that, the latest rep cited the agreement and specified that because I used a debit and not credit card, it could be 2 weeks...whereas credit card it is 2 to 3 days.

  So please spare me these stories about my bank. Total nonsense backpedal and lack of accountability at this point.

  Gaslighting 101

  - ***************************

• Initial Complaint

  09/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Monday July 24 my wife and I flew from NY down to *************** to visit my mother. I rented a car from a company called Economy Rent a Car. My mother loves to watch *************************** on SBN TV. We taught we would surprise her by taking her to the actual church in ***********, ********. I returned the rental car on August 3, they charged me $632.32. We had a lovely time, at least I taught so, until i got back to ** and I checked my account. I got an instant migraine head ache. Economy Rent a Car had taken an additional $1000.00 from my account. I called them immediately and their explaination was that because I had taken the car out of state they had to charge me an additional $1000.00 for doing so. This was unbelievable to me because I have rented many cars from various agencies before and I have never experienced any thing like this. I felt like I was robbed at gun point.

  

  Business response

  09/19/2023

  We appreciate the opportunity to address your concerns. At the time of your rental, you were provided with a thorough explanation of our terms and conditions. You willingly reviewed, signed, and accepted the rental agreement. On July 31, 2023, it came to our attention that you had departed from the **************** with our rented vehicle. Despite our best efforts to reach you, we were unable to establish contact. Consequently, we sent you an email to notify you of the breach of contract, as outlined in our rental agreement and as clearly stated on various travel websites. Enclosed within this correspondence, you will find documentation verifying your acknowledgment of our terms and conditions.
  Regrettably, in accordance with our policies, no refund can be issued in this case.
  Thank you for your understanding.

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented a car with Economy through priceline for *****. It was a last min booking because I only needed the car for 24 hours. I got to the *************** location and I ****** was the one that serviced me. He didn't ask me if I had a previous booking he just proceed to process me and tried to charge me for another car rental. I gave him the priceline receipt and he said he would have priceline credit me the charges for the ***** insurance and ***** rental fee since he is charging me under a new receipt. He proceed to tell me that the car can't leave the state and I had to use my personal car insurance because I am an in state resident. Because I choose to not that the ***** a day fee he put a ***** hold on my credit card. (Which I found out others were being charged a 500 hold on the Yelp reviews) Well lo and behold I return the car not even 24 hours later and that's where the problems began with this company trying to nickel and dime the customer. 1. The rep that was responsible for returns tried to tell me that I scratched the front of the vehicle. Then tried to bully me and asked me why didn't I take a video and a photo of the car before I took it. His colleague came over and confirmed the car was already damaged. 2. The guy told me the receipt would be emailed. I didn't get the receipt right away since the rental office is not at the airport I had to take a shuttle so I couldn't stand around to wait. It was 1:30am and I needed to get off the streets for my safety 3. When I reviewed the receipt the next morning to my bewilderment there was an additional charge of ****** + ***** ins on my cc. When I called the office on that Sunday the rep that answered at 1:08pm was not only rude but unhelpful. When I asked to speak to her manager she claim she put in a call back for Monday morning and that the only way I could voice my complaint with through an email address. There was no one to call. This is an ongoing bait and switch tactic from this company.

  

  Business response

  08/17/2023

  Thank you for the opportunity to address Mrs. *************************** concern. We have thoroughly reviewed the reservation EPRLA117C66A done in Priceline which was a non-prepaid reservation. During the rental process, our agent dedicated the necessary time to explaining all details of the process*************** who was a local renter, was explain all the policies for local renter, including miles restriction that she signed and accepts all our terms and conditions in our contract. As well as she paid her rental for a total amount of $60.86 and left the security deposit she did not purchase any waiver or extra service with us. *************** rented the vehicle for a day which allows her a 150 miles and after that each extra mile will be charge $0.25.
  Upon the vehicle return, she surpasses the pre-established limit of 150 miles per day. The vehicle was returned with 150 mile + 668 extra miles for a total charge of $196.56.
  For customer satisfaction we will proceed to do a partial refund of 50% of the charge for extra mileage, for $98.28.
  We have attached the policies to provide further clarification.
  Local Renter Policies
  All customers with ******* driver licenses are considered local renters. Local renters are subject to a mileage cap of 150 free miles per day and $0.25USD per mile in excess of the mileage cap. Local renters must have a valid major credit card and have current full coverage insurance that transfers to a rental vehicle with comprehensive collision and Liability with property and bodily injury coverage. LDW and SLI cannot be purchased by any local renter. Local renters are required to leave a minimum of $500.00 to $1,000.00USD deposit at time of rental depending on your insurance deductible however, if customers purchase our HIF ******************* Fee) and *** (Loss of Use) they will be covered for their deductibles up to $1,000.00USD, and Loss of Use of the vehicle, the deposit will be $.01.USD

  Customer response

  08/19/2023

   
  Complaint: 20479902
  
  I am rejecting this response because: This experience is not unique to me or in this case. This company is known to have misleading and deceptive business practices. All of the fine line information was giving after the fact and is of no use to me after my credit has been fraudulently charged. I was not asking for a complete credit however paying almost ****** for a beat up rental for (not even 24 hours) is absurd. And the icing on the cake is that this company purposefully have no HUMAN customer service that you can contact when these things happen resulting in more wasted time and energy. I do not accept this response nor any of the badly worded emails that I've received in the last few days. At first I would have accepted 1/2 a credit for the overcharge (reluctantly)  now I want all my money back.
  
  Sincerely,
  
  *********************************

  

  Business response

  08/21/2023

  Good Evening, We are disappointed to hear of the customers dissatisfaction in this resolution. Unfortunately, as stated previously, local mileage restrictions as well as all other terms and conditions are clearly stated not only on all booking sites for customers to read prior to reserving a vehicle, but also on the rental agreement personally signed by and provided to the customer at the time of pick-up. Charges were made according to the terms violated on the customers contract. As a goodwill gesture, 1/2 of the violation fee was refunded. Regarding Ms. ******* concerns over deposit amounts and vehicle status, the deposit amount varies from $500.00 to $1000.00. Local renters are subject to $1000.00 in deposit should the choose to reject our option protection waivers, terms which are also explained in all booking sites and rental agreements. Should ****************** had reported dissatisfaction over the vehicles conditions we wouldve been more than happy to assist her in a vehicle switch for one that further met her standards at the time of pick up. Lastly, it is important for us to acknowledge we do have a 24-hour live HUMAN hotline in place for customers to contact for a number of topics from issues with an existing rental all the way to making a new reservation. It is also possible for customers to contact our 24/7 office directly at the numbers provided on the rental agreement received by them. Should neither contacts serve a satisfactory resolution for the customer, she is welcome to further contact our customer care department via email. We are sorry that she is up set that we answer all her concern when she addresses us in an e-mail but we try to clarify any doubts that a customer might have. Please be advise that we have refund her the 50 percent and we have nothing more we can do or say in reference to her case.
  
  Thank you.

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Reservation # PHTWS117BC83 I prepaid for a rental car with hotwire for two days at Economy rent a car dates 7th and 8th August 2023 for ***** . When I got there to pick up the car they said that I needed to pay ***** a day for insurance because I came from London my co driver said that she had insurance and they said that it had to be full coverage and they needed to see full policy. I decided that this all was unexceptable. I told them I needed to cancel and get a refund and they told me to call hotwire but when I called hotwire they told me to email economy corporate office which I did but got no actual response about refund. I am requesting a refund because I did not pick up the car because of exceptionally high insurance

  

  Business response

  08/08/2023

  We appreciate the chance to address the complaint. Regrettably, we have been unable to locate any reservation under the name mentioned or linked to the email address stated in the complaint. We apologize sincerely for any inconvenience caused to the customer. Furthermore, we would like to clarify that this complaint is not relevant to our *************** location. Kindly remove it from our account.
  Thank you.

• Initial Complaint

  08/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  8/5/2023 *******- ************** $375 to rent car. Rented a car for a wedding, the car broke down from *******/Economy, car rental. We reached out to ******* to have them get us a new car. Got the run around with the company for 8 hours. We were told a new car would be delivered at 9 am and nothing was delivered. Now we have no car and being told the manager that makes the decisions doesnt work on the weekends and theres nothing they can do?? Mind blowing! ***** from ******* has been avoiding calls and doing absolutely nothing to get us a new car. The girls in the office are completely put in the middle with no ability to help us out in anyway. Terrible service highly recommend this place being shut down.. how do you rent a car that breaks down and they do nothing about getting you another car when youre from out of state? Do not use this company!!

  

  Business response

  08/06/2023

  Good ****************************** is a top priority for our company. We have carefully examined the customer's information and conducted a comprehensive investigation, and we can now confirm that this claim does not originate from our *************** location.

  Please proceed to remove it from our account. If you need any further assistance, please do not hesitate to reach out to us.

  Customer response

  08/06/2023

  The lady at the ******* finally got back to ** yesterday after not having any response for a day and a half telling us that everything is our responsibility even mechanically while we have the car and its our responsibility to get it towed back. Worst customer service ever!  

• Initial Complaint

  07/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My flight was delayed and the rental car placed closed before I could pick the car up. I let them know this and they told me I could still pick up the car in the morning. When I called in the morning, they told me they had no car available to me. I asked for a refund and was sent on a chase to try to find someone to help, I spoke to multiple people who kept giving me a new number to call. I emailed their customer service to explain the situation and they refused to refund me despite me not being able to use their service. They then ignored my email response back to them for 3 weeks and I am still waiting to hear back from them.

  

  Business response

  08/01/2023

  At our company, we place a high value on customer service. After a thorough review of the customer's information and conducting a detailed investigation, we have confirmed that this claim does not originate from our *************** location. Please remove from our account. 

*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. ↩