ComplaintsforEconomy Rent a Car

• 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. 

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of the transaction: 7/10/2023 amount: ****** Documents RA# ********** When I rented the car, I was informed that SLI was mandatory insurance. However, I have now discovered that it is actually an optional insurance. Therefore, I demand a refund! This is a deceptive practice, and I am extremely dissatisfied. I expect the company to address this issue promptly and reimburse me for the full amount I paid.

  

  Business response

  07/20/2023

  
  Thank you for providing us with ************** complaint regarding contract RA# **********. We do apologize for any inconvenience caused during the rental process.

  Our policies are very clear and transparent, and as stated in our policies, it is a requirement for customers to provide proof of insurance that covers both collision and liability for the rental vehicle.While ********** presented his credit card to cover the Collision Damage Waiver (CDW), he did not provide the necessary proof of liability insurance.
  Our terms and conditions, clearly displayed on all travel websites and during the booking process, outline this requirement to ensure compliance and protect both our company and our customers.
  We regret any misunderstanding or confusion, and we strive to maintain transparency and clarity in our policies. We genuinely value our customers' satisfaction and feedback. If there are any additional concerns or questions. We are always here to assist and ensure a smooth rental experience for all our valued customers.  Please be advised that their is no refund due to ***********

  

  Business response

  07/31/2023

  Thank you for your message. Please be advised that we did inform our customer that Liability is mandatory with our company.  This information was explained to the customer and our policies do explain our requirements of liability insurance that is required by our company. There is no refund due.

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  April 13th was the day the car rental was due back. The area around the car rental facility was flooded from 2 days of torrential rain, and therefore impassable. I would not risk endangering myself, so I called the facility that morning asking for guidance and instruction as to what I should do, and they provided none. I called my credit card and explained the situation to them also. They attempted to reach the rental facility and couldnt. I told my credit card I was parking the car in a safe area (5 blocks from facility) and proceeding to the airport, and I was bringing the car key with me, as I was not going to leave it in the car parked on a public street. The following day, when I was already home in **, I again called the rental facility to tell them where the car was parked and that the key was with me in **. I said I would *** the key back to them, if they confirm that their address is reachable (wasnt sure if they were still flooded). They said someone would call me back, and didnt. A few days later I disputed the $428 lost key charge with my credit card. Days later I spoke to ************, Vice President of the rental company. I confirmed to him on the that call that I had the key and would *** it back to them. He said his facility can receive deliveries and he assured me they would not contest the dispute if I mail the key back. I shipped the key via *** on April 21, with signature required. Tracking 1Z4263524296295865. It was delivered and signed for on April 25. I sent a picture via text to ************ of the package with shipping label (to which he acknowledged with a thumbs up) and then texted him a screenshot from the *** app when it was delivered. On May 22, my credit card charged me the $428 again because the merchant falsely stated the key wasn't returned. I provided the tracking info and all the documentation to my credit card, including screen shots of my texts with ************, proof of delivery from ***, and photos of the package with shipping label.

  

  Business response

  06/16/2023

  **************** is very important to us we do try our very best to assist and help every customer as much as we can.  On April 13 ****************** left the car at a location other than our office, this was due to flooding, and he informed ** where he was leaving the car, however, the customer did not leave the keys.  We did try to reach out to him.   In view of the lack of keys at the time we picked up the car we had to make a new set of keys and we did process those charges for the new set of keys.  The customer did contact **** Net our vice president after we charged him for the keys, and ****************** did return the keys on April 25 and Mr. *** advised ****************** accordingly that the keys had been received.
  
  ****************** did initiate a chargeback on May 3, 2023, and Mr. *** did inform ****************** that since he did initiate a chargeback we would have to have to wait until the process is completed.  For customer satisfaction Mr. *** assured him that the credit card company will refund him the money once the process of the chargeback was completed.  In view of our findings, today we will be issuing a credit in the amount of $428.00 on the credit card used at the time of the rental. 

  Customer response

  06/20/2023

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

• Initial Complaint

  05/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Was given a rental on 3/4 tank. He changed the paperwork when he did a walk over on it and seen it was 3/4 tank full. Hes a Hispanic guy thats been working there for over 5 years. We always have extra talk about what to do in *****. Very nice guy. If you see all my previous rentals that I brought back with the correct amount of gas as I did with this truck. The charge for gas is def incorrect and should not be charged to my card.

  Customer response

  05/01/2023

  Yes. Good Morning. 

   

  *********************** location. 

  Sent from my iPhone

  
  
  

  

  Business response

  05/03/2023

  Customer service is very important to us.  We have reviewed our files and we noticed that the fuel was indeed incorrect at the time of rental.  In view of this error we have already refunded the customer's credit  card  the amount of $37.62. The refund should appear on the credit card  within  the next 5 business days.

   

  Customer response

  05/03/2023

   
  Complaint: 19996168
  
  I am rejecting this response because: because I would also like a coupon for a future free day rental for having to go through this process with my Amex card and BBB. 
  
  Sincerely,
  
  *************************************

• Initial Complaint

  04/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I rented a car from this company for a three day weekend trip to *****. The rental agreement number is **********. The car would not start on Monday 3/6/2023 and the replacement car did not arrive for 4 hours (after they told me it would take 45 minutes). The reason the car would not start is not known to me but I do know that the car had a light on for check engine/oil change when I received it. I was unable to use the car and I was stuck outside waiting for a replacement on the last day of my vacation. Really ruined all of the plans I had for that day and by the time the replacement vehicle arrived it was time to head to the airport and leave. I requested a refund for that day of rental and a refund for the 4 hours of parking that the car was sitting there unable to move. They refunded me only for the parking fees. So I followed up and requested that a refund be issued for the day that the car was unusable. The company responded with "As per our policies, unfortunately early return will not result in a refund." I explained the situation again to them and have requested a refund for the last day of my rental contract and they have completely stopped responding to me since that response above. They have provided no correct explanation for refusing to refund me for the day I did not receive a service I paid for. I have only received an explanation that does not make sense, as I did not return the car early! I don't know why a company would put up such a fight over a $50 rental day that was due to their inability to maintain drivable vehicles. I want my money back.

  

  Business response

  04/27/2023

  **************** is very important to our company.  After further review, we refunded the customer a total of $58.37, attached is the copy of said refund.  We do apologize for any issues that this customer may have experienced and we did refund the customer her parking costs that were associated with the unexpected delay in reaching the customer.  the delay was due to very heavy traffic from our location to the customers location . The check oil light was only a reminder, this particular vehicle had the oil changed earlier, however, the oil change reminder was not recalibrated.  

  Customer response

  04/28/2023

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

• Initial Complaint

  04/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I rented a car from economy rentals in *************** shortly after the historical flooding that took place on 4/12/23. I called them to ask if they were affected by the flooding and they claimed they weren't. I picked up the car on 4/15/23- rented for 3 days and returned at 3pm on 4/17/23. Upon returning the car their road was flooded. I called them and told them that the road was flooded and I was not willing to drive the car to them and asked if they could come and get the key and/or the car because I refuse to drive it down the flooded road. The workers decided to meet me in another car and told me to drive behind them (on the wrong side of the road) where there was no flooding, so I followed behind them with no issues. I returned the car, handed over the key and a lady who worked there took the keys to check the mileage and gas level which is normal. What's not normal is she turned the car on and slammed on the gas pedal (in park) while in the car and there was a loud sound. I didn't think anything of it and called my Uber to leave. Soon after I received a closed invoice for the return/transaction- the car was returned with proper gas level and had the mileage returned listed as well on the final closed invoice. No issues were reported. 3 days later I get an email from them claiming a total loss of the car. This is a scam and I will be fighting this and so will my insurance company. I have attached- the closed invoice I received after returning the car and also the initial inspection before renting it of all the damage the car already had prior to rental on 4/12/23.

  

  Business response

  04/24/2023

  Customer service is very important to us.  We have reviewed the customers information and we have investigated the information provided to us.  During this Inconceivable rainfall that we had in **************, and especially the surrounding areas of the ************** airport, the flooding was unimaginable and in fact, flooding was  widespread.  Our location was affected as all areas around the airport, and our agents were trying to help customers that were stranded due to the high waters that were evident in roads leading to the areas near and around the airport.  *** service agent was dispatched and was able to locate this customer, and in fact, the only way in to our office  was as described in the customers comments.  However, we did our best to have the customer follow us to the office, and we were able to provide the best service possible,  and the customer made it to our location even though their was water damage inside the vehicle.

  *** return agent went to the car and upon checking this car (as we did all others that day)  we did notice that their was water inside the vehicle, and at the same time our service agent did notice that water had entered the air filter area.  *** pictures attached were taken at the time of return, and the subsequent independent adjuster confirmed that this car had suffered water damage and the damage estimate attached shows the charges in the amount of $7,421.45.  *** return agent approached the Uber and asked the customer to fill out an incident report, and the customer refused to complete  the incident report.  Our company does stand by the damage assessments and we have sent this manner to our subrogation department for collections through the customers insurance company.  

• Initial Complaint

  04/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I prepaid for a car rental on April 12th. The bad weather caused flooding of streets. I was driving around for 2 hours and got a mile away before we couldnt reroute anymore. I called and chatted on the phone and the chat online. They said they will charge me $20 and I dont think that this is fair when it was acts of god that prevented me from getting the vehicle. I want the $20 also refunded

  

  Business response

  04/21/2023

  Customer service is very important to us. We have refunded the customer $49.46 on April 13, 2023 for the cancelled reservation.  The total prepaid reservation was in the amount of $51.16. We do not have any information regarding the $20.00 that the customer mentioned.

   

  Thank you.

   

   

  Customer response

  04/24/2023

   
  Complaint: 19940133
  
  I am rejecting this response because:
  I have not received the refund yet and the email I received stated I will be charged $20 for a fee which is why I filed.
  Sincerely,
  
  *************************

  

  Business response

  06/16/2023

  Hello again!

   

  Our policies are very clear and transparent when customers cancel a reservation with us, they will receive a refund less a handling fee which was withheld.  

   

  I have attached the refund of $20.00 as a goodwill gesture

   

   

  TRANSACTION SUCCESSFULLY REFUNDED

  Transaction Receipt

  Merchant: Economy Rent A Car Date/Time: 04/24/2023 15:00:38 Transaction ID: 2753458002 Transaction Type: Card Refund Amount: 29.46

  Credit Card Information

  CC Type: CC Number: CC Expiration: /

  Customer Information

  Name: CHERNEILRANDOLPH Phone: Confirmation Number: PCRAA113D341

   

   

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

  Vice President

  Saver LLC -  DBA Economy Rent A Car

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

  *************, ** 33315

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

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

• Initial Complaint

  04/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I flew to ******* on the 19th of March 2023. Upon arrival I went to Economy rental *** I had a reservation for a car. On the 21st approximately 7pm I was on I95 traveling North with my Aunt(87yrs)when we experienced a blow out of the driver side rear tire. Immediately we called the number provided on the rental agreement. After a few phone calls, a few texts, and empty promises of telling me a couple time they were only 15min away and never showed up! After waiting on the side of the interstate for 1.5hrs, a FDOT truck pulls up and asks about the problem. The driver changed the tire. While putting the tire in the trunk he noticed the LACK OF tread on the tire and made a comment that the tire should NOT be on the road and was an extreme safety hazard! I then notified Economy rental of this and asked that a car be brought to me. I was told NO by the manager and would not unless I paid them EXTRA! But they did say I could bring it myself and trade. This was unacceptable after having to spend an hour and a half on side of I95 with my aunt being very uncomfortable creating great anxiety for her. So the next day 22nd, day of my departure I took the car to ***** ******** there in *************** and asked about the tire that they also confirmed it should NOT have been on a car because of the lack of tread and stated it was just a matter of miles before it would blowout risking the lives of my aunt and myself!! The manager of the shop then got a tire tread gauge to document how little tread there was on ALL tires! With all this I had to cancel my plans for the last day of my vacation (22nd) which was one of my main reasons for my visit. I returned the car and made my flight home, after couple days I find that the rental *** has charged me for gasoline when I brought it back with the gauge the SAME as when I took it out.For these reasons I'm reaching out to pursue a resolution for this extremely dangerous situation we were put in because of tires with NO tread!!!

  

  Business response

  04/28/2023

  ************************,

  Thank you for taking my call today to discuss your compliant with the BBB.  After further investigation I realized that you did not elect to purchase our Road Side Assistance, ********* and Tire Protection.  However, for customer satisfaction, we have already issued you a full refund and the refund should appear on your credit card within 5 business days. Please be assured that I will continue our investigation regarding your concerns.

  Economy Rent A Car prides itself in great service and to provide a great rental experience.  We do apologize for the flat tire that you experienced.
  

   

   

   

  Customer response

  05/02/2023

   
  Complaint: 19931434
  
  I am rejecting this response because: After speaking on the phone we left it that you were suppose to investigate and call me back to discuss, then try ti find a satisfactory outcome. By far this has not been settled in my mind as the situation I was presented with is in NO way a satisfactory response. My aunt and myself were both put into extreme danger as I already mentioned the tire were bald without tread!!
  
  Sincerely,
  
  *****************************

• Initial Complaint

  04/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  10/27/2022-11/04/2022 I used my American Airlines points to rent a car. I gave the confirmation to agent to pick up the car. He gave me a hard time, first telling me I had to take their insurance. Then he said I had to show my declaration for my car insurance. I was never asked for that page of my car insurance. No one carries that page with them. I pointed out on their confirmation as well as the one from ******** Airlines , it says I need my drivers license and a credit card with the same name as the reservation. I have 4 different receipts from them with different amounts. One of them says zero, one is $320.53, one for $721.26 and $450.73. After I printed out my credit card statement, I saw the charge for $450.73. The confirmation clearly said I would owe zero.I have worked on trying to get this resolved since the end of November. I started tracking the hours I spent trying to get this resolved. I feel like they tried to take advantage of me, I'm a 75 yr old senior citizen and a woman. I've rented cars all over the ** and traveled for my job. Never, ever had a problem. I tried with ********** my credit card and ******** Airlines rewards desk. I'm a million miler for AA. I could never get a person in *******, a supervisor or anyone who could authorize a refund. I got emails from both saying "yes" this would be taken care of. I sent 7 pages of documentation to both. they would say they didn't receive or they needed more information. Then I would get an email stating it was not a fraudulent charge. I'm on a limited income, $450 is a lot of money to me.

  

  Business response

  04/13/2023

  **************** is very important to our company.  We have reviewed our files and we do show that a refund in the amount of $400.73 has been issued to the customers credit card. The refund reflects the coverages that the customer elected at the time of rental.  Please allow up to 7 business' days for the refund to appear on his credit card statement.

  Customer response

  04/17/2023

   
  Complaint: 19924737
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer response

  04/25/2023

  Please see scanned doc 

  

  Business response

  04/25/2023

  **************** is very important to our company.  ***************** reserved and rented a car with ** in ************** from October 27 through November 4, 2022.  Our policies are very clear and transparent, however, ***************** did not have proof of collision, or liability at the time of rental, and the rental was for 9 days.  The reservation number for ***************** was PPRLA10DE160.  In accordance with our records, ***************** came back to our office on October 27, 2022 and was able to show proof of insurance, in view of this we did close the original rental agreement and opened a new rental agreement without our coverages.  The charges for the coverages for one day totaled $50.73, a refund in the amount of $400.73 has already been processed to the credit card that was utilized at the time of rental. We have refunded what was due to ***************** in full.

  Customer response

  04/28/2023

   
  Complaint: 19924737
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer response

  04/28/2023

  Consumer stated that they are still owed $50 that she was charged for insurance until the next morning, she took the declaration page and she was told that they would refund her the $50.73.

  

  Business response

  05/10/2023

  We apologize if the customer misunderstood our policy, we do not refund for coverages for one day of the use of our rental car insurance coverage.  Our company representative explained that if customer would have had an accident our insurance company would have covered any damages or injuries that could have been sustained.  In view of the insurance coverage that was used for one day of the rental, we consider this as used coverage and therefore their is no refund due to this customer.  Our policy is clear and transparent, all customers must have proof of insurance at the time of rental and this is listed on our policies.

• Initial Complaint

  01/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a car with Economy Rent-A-Car thru Priceline on 9/2/22. It was booked from 9/30-10/6 out of **************, ** for a total of $173.80. Unfortunately due to a state of emergency hurricane (as deemed by the President of ***************** and the Governor of *******), I had no choice but to cancel my trip (hotel, flight, etc.). No one was flying into *******. On 9/24, I tried canceling via phone and text but was told they won't issue cancellation. That is totally unacceptable as I had no choice in the matter. I demand a full refund.

  

  Business response

  01/19/2023

  Thank you for the opportunity to respond to this inquiry. We do apologize for the delay in responding to customers issue, and I do apologize but I was out due to Covid.
  In reference to the customer ****************, and after our thorough investigation we do show that our policies are very clear with reference to refunds of pre-paid reservations.  In response to the customer, we had a reservation for 9/30/22 through 10/6/22, and we do not have any communication from the customer or cancellation prior to the rental. 
  We were advised that customer did reach out to Priceline after the rental period on October 7, 2022, and after the reservation dates had passed. We informed Priceline that this customer did not arrive and did not cancel prior to the rental dates, please be advised that the there was no natural disasters in South *******, and the airports were open for business.
  Though this was non-refundable pre-paid reservation, we have not been paid for this rental.
  In addition,the matter of Natural Disasters, the Governor of the **************** did not declare such in the South ******* cities. As for the request for a refund and even though she is not subject to a refund,the customer must contact Priceline since we do not have the customers funds.
  

*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. ↩