ComplaintsforEconomy Rent a Car

• Initial Complaint

  09/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I picked up a rental car from this location on 9/27/22 at about 8:30pm. The car is a ******* Versa model. The car is unsafe and is in bad condition. When driving, I have to grip the steering wheel very hard to keep the car from driving off of the road. When I press the gas, the car does not pick up speed. The car hardly moves and feels heavy and then it suddenly surges forward. I called and asked for a different car. I was told that I would be charged an additional $90.00. I should not be charged $90 and would like a different car in much better condition.

  

  Business response

  09/29/2022

  Ms. ******** we apologize for any inconvenience that this matter has given you, please be advised that our office has attempted to reach you in order to arrange an exchange of the vehicle.    Please contact our office at ************ and ask for our manager.  Thank you.

• Initial Complaint

  09/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I filed the below complaint on 12/2020 and just got an unsatisfactory reply that I was 'Rude". Please review the video before making an accusation. The clerk was rude and that *** be why this business has an "F" rating "Once we arrived at the rental center they required us to purchase liability insurance. When we questioned it, the clerk cancelled our reservation We arrived 10/22/20 to the rental center. After reservation was booked through Expedia we were told we need to purchase insurance. We said we did and they replied we needed liability insurance. We told them we have our own. They demanded a copy of the policy. Who carries their policy with them? My wife said it was a bait and switch. ******** the clerk said "well, I am cancelling your reservation, you can go somewhere else." I am a 60 year old man that had his wife and alot of luggage set out to find a way back to the airport. I asked again to please just rent the car and she walked away. I asked for the corporate phone number. She gave me an 800 number that I called. I was on hold for 15 minutes and when they came back they said they talked to ******** the manager and although she was out sick that day, said we could not be rented to because ******** said we were rude. Turns out the number they gave me was for their location and they just pretended it was the corporate office. **** is the one I talked to there. We ended up paying more than the original quote at another rental agency by $112."

  

  Business response

  09/19/2022

  The rating at the BBB has to do with us responding to customer issues, however, if we do not receive the complaints, we are not able to answer them.  We are truly sorry that your concerns were not addressed sooner, and unfortunately, we just received your complaint today and thats why we are trying to answer yours today.  The ***** number that our agent gave you is the call center and customer care for the corporate offices and **** the gentleman that you spoke to works at the cooperate location, and he is not at our office,and he does not work for Saver.   Unfortunately,the day that you did arrive our manager was not there, **** had to reach out to her, and she called the office and talked to *******, and she explained why your reservation was canceled.
  
  We are sorry but our policies are very clear on all websites that we are on, in addition, our confirmation from Expedia does state as a reminder to bring your insurance declaration page.  In addition, when you make you make a reservation through Expedia and other websites, they do inform you upon arrival please have a declaration page driver's license if you plan to self-insure.  ******* also showed your wife and underlined the wording that was on your reservation about bringing your declaration page if you plan to self-insure.
  
  While your wife was looking for the proof of your insurance,she did get very upset with ****** who was only trying to assist you and do her job but at the end she thought it was best to cancel the reservation because you wife was not happy.  Please be advised that nothing was charged to you, and the telephone number that was given to you was in fact the call center for customer service and not based in our offices.
  
  Please accept our apologies for not responding sooner.

  Customer response

  09/20/2022

   
  Complaint: 18036680
  
  I am rejecting this response because:

  I am sure there is video of the entire encounter. I am very comfortable that you will see we were nothing but professional once you view that video.

  Secondly, your agent just assumed the female she showed the document to was my wife. Why would she show that document to anyone but me? I was the sole person on the reservation, I was the sole driver and the only one financially responsible. The female you are referring to laughed when we were told about the insurance and then I was told my reservation was cancelled. I did nothing that would warrant cancellation. and was left at the location with no way to get back to the airport. I believe the agent was trying to punish the person who laughed and that was between the 2 of them - 
  
  Sincerely,
  
  ***************************

  

  Business response

  09/20/2022

  ********************: We do strive to help each customer with utmost customer service, in this case you do mention your wife and you state that you both were present at the time of rental, at this point we do not have any videos that are over 2 years old, but we can assure you that we treat all customers with respect, if for any reason you felt otherwise, we at upper management do apologize, the agent that assisted you is no longer with us.    We apologize for any inconvenience that we may have caused you.  Please contact me directly for a future reservation with a special discount and upgrade and we will accept your insurance and you do not have to purchase any online insurance; we only need proof of transferable insurance.  Our telephone number is ************** and ask to be transferred to the manager ******* of **************.
  

  Customer response

  09/20/2022

   
  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.

  It would not have been 2 years if Economy didn't take 2 years to answer the complaint. No discount is needed as I do not believe I will use that location in the future

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

• Initial Complaint

  09/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear BBB,I am contesting a charge of $218.17 from Economy Rent-a-Car that was charged to my credit card on July 20, 2022. I placed this reservation using Priceline on July 20, 2022, and purchased additional collision insurance for $165 through Allianz at the same time (please see attached itinerary for proof of insurance). I was informed at the time of payment of both the car rental and insurance that I would not be required to pay any additional insurance at the pickup counter. The date of the car pick up from Economy ***************, ** was scheduled for July 24, 2022. However, when I went to pick up the car on July 24th, I did not rent the car due to being asked to pay unexpected additional insurance charges exceeding $400 at the Economy rental car office.I was told by a customer service rep that they would not let me take the car off the lot unless I paid the additional $400-plus in insurance. They also informed me that if I didn't want to pay it, I could go elsewhere, which I chose to do. I asked them if I will get a refund for the $218.17 and the customer service rep said yes, as long as I have a screenshot from their computer showing that I declined the rental. This screenshot is attached to this complaint.Since I was not expecting to pay an additional $400-plus in insurance cover and declined the rental car, I request a full refund of the car rental price of $218.17.Thank you for your help in this matter.

  

  Business response

  09/15/2022

  **************** is very important to us. We have reviewed the complaint received as well as the relevant reservation. Mrs. **** had a prepaid reservation through Priceline and the charges for her rental were processed through Priceline. She did buy third-party collision insurance which we accepted at the time of rental. Unfortunately she did not have liability insurance.  We did try to assist her, however liability insurance is a requirement to rent a vehicle. ************* requested to cancel the reservation, which our agent then informed her to reach out to Priceline in regards to the refund for the rental and third-party insurance. Our records indicate that we did not received payment for her rental and Priceline refunded Mrs. ***** Any further concerns should be addressed directly with Priceline or her third-party insurance provider. 
  
  

• Initial Complaint

  08/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented a car from economy car rental from the 10th to 15th and when I gave them my **************** card insurance they told me it did not cover liability which the policy clearly stated it did they then charged me over $135.00 CAD over 2 times the price posted online for insurance this is not including the $121.00 CAD rental fee and $40.00 transponder fee I was charged. The itemized invoice doesnt make any sense either and I believe I was scammed by the employee working at the time

  

  Business response

  08/31/2022

  Good morning,

   

  We received the above-mentioned complaint, and our records indicate that this customer did not have proof of liability insurance at the time of rental.  Our office did provide customer with options to include the purchase of our supplemental liability insurance to rent the vehicle, or we could cancel the reservation and take him back to the car rental center.  Our policies are very clear and transparent, customers must show proof of insurance at the time of rental, this is listed on all websites that Economy Rent A Car is listed on.  This customer decided to purchase not only or SLI but also elected the optional products that included the loss of use, and toll package.  There is no refund due.

   

  Sincerely,

   

   

   

   

   

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

  Vice President

  Saver LLC -  DBA Economy Rent A Car

  111 ************

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

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

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

  Customer response

  08/31/2022

   
  Complaint: 17731544
  
  I am rejecting this response because: I was told by the business employee that I had to pay for loss of use coverage or could not rent the car.  I did not elect the coverage it was forced on to me after the fact
  
  Sincerely,
  
  ***********

• Initial Complaint

  06/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On date of pickup (june 17) I was told by *************************** (agent at counter) that because Im not from the **, there is and international foreign fee and until June 21 it would cost 59,40$USD extra for the car. I had no choice to pay it in order to get the car. On the receipt, international foreign fees are not mentionned, instead they charged me extra for : Loss of use ; Glass and tire protection ; ****************** fee. All for 4,95$ each x 4 days = 59,40$. I already have FULL coverage insurance with my insurance company AND with the credit card used on the file so I did not need any other coverage. Therefore I was charged 2 times for some type of insurance and I did not need it. This is considered fraud and hidden fees. A full refund of minimum 59,40$USD is expected. Full purchase rental price was 187,42$USD.

  

  Business response

  09/07/2022

  ******************** was an international customer. Our policies are very clear for international renters. We did accept his insurance.  However they are required to purchase our ****************** protection for $4.95 per day which covers up to $1000 on damages and waives the customer leaving any deposit on their credit card. He choose to take our Loss of Use and Glass and Tire protection. He signed the voucher with the amount charged to his card as well as the contract with our terms and conditions.   

• Initial Complaint

  05/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have all the emails for proof that I'm due a $97 refund. The merchant made their own deadline of 14 business days. I made the purchase on April 25, 2022. They're giving me very stupid excuses on why I can't get my money now.The company apparently gets offended when you voice your opinion and assert your rights as a consumer. I have many emails that do prove everything I'm saying

  

  Business response

  05/26/2022

  This is a pre-paid rental and we have requested that the funds be refunded
  to the customer.  This will take up to 7 business days from today.
  

• Initial Complaint

  04/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  4/22/22 - 4/24/22 car rental at Economy - I booked a reservation through expedia, when I arrived and provided proof my insurance via Geico and offered my **************** for any additional car insurance coverage (e.g. glass and tire protection) they stated that if I did that I was obligated to pay extra insurance fees because I had made an arrangement with Expedia. I have booked plenty of times via 3rd parties, but this is the first time a car rental service then forced me to pay additional insurance that I did not want if I still wanted to rent the car. Other people have posted similar complaints on the their ****** review. Many customers were also complaining there when I was securing the reservation as well.

  

  Business response

  05/19/2022

  1. 17127966: In accordance with our terms and conditions, all customers must leave a security deposit, this amount varies and is dependent upon customer qualifications at the time of rental.  This customer was asked for a security deposit and customer declined to leave such a deposit. Our customer service agent offered the customer a waiver for his deposit and their deductible and customer accepted our terms at the time of rental.  We do not ever force customers to accept any of our coverages, in fact, this customer was free to cancel the reservation and no refund is due.

  Customer response

  05/20/2022

   
  Complaint: 17127996
  
  I am rejecting this response because: a refundable security deposit was not discussed by the service agent.
  
  Sincerely,
  
  ***************************

  

  Business response

  05/26/2022

  This customer elected to purchase our handling fee (HIF), loss of use (***),
  glass tire protection (GTP), and a child car seat, all items elected are
  optional.  There is no refund due to this customer.
  

  Customer response

  05/26/2022

   
  Complaint: 17127996
  
  I am rejecting this response because: they are not stating what happened on the day of transaction correctly. They did not suggest options in manner that was clear to the customer. Multiple other customers have complained on lack of transparency regarding their fees. They should be ashamed of how they conduct business.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/09/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I booked a car through Priceline and prepaid **$127.84 for three days thinking I had a good deal and had fully paid for the car. When I went to pick up the car at Economy, they wouldn't release it to me until I paid another **$52.41 or almost 50% more than my initial billing amount with some song and dance that it was because I was an 'international traveler,. I believe this is illegal collusion between Priceline and Economy and would like my **$52.41 refunded.

  

  Business response

  05/04/2022

  1. 17008397: This customer was informed and offered our handling insurance fee, the customer is an international renter and therefore all international customers are required to purchase the handling fee.  Furthermore, the customer elected to purchase our glass tire protection and our loss of use, and the customer accepted and signed for these options, therefore, no refunds are to be considered.

• Initial Complaint

  03/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of Transaction: 2/20/22 - 2/25/22 Service Provided: Rental Car Price Paid: $260.80 on 2/17/22 via Price Line, additional $55.79 (disputed amount) on 2/20/22 directly with Economy Rent A Car. Reservation No: ************ Reason for Dispute: Fee not disclosed ***** **** Trip No: ************** ***** **** Confirmation No: ************ Details: When I arrived at the rental center, I was asked for proof of insurance. I provided a photo of the insurance card on my phone, which the representative was OK with, but he couldn't confirm from the card that I had collision coverage and advised I would need to purchase collision coverage for $25 / day through the rental center. I logged into my insurance account online so the rep could confirm my collision coverage. He was satisfied, but surprise, I still have to pay an additional $55.79 for using my own insurance. The agent said it was in the contract, but it was not. I felt like I was railroaded and had no option because I had prepaid for the rental on ***** **** and I knew I had a non-refundable rate. The insurance document requirements and the $55.79 fee should have been disclosed during the booking process. The line of customers at the center grew and they could overhear everything I was going through. The waiting customers were complaining about the wait, but were also supportive because many of them were returning to show their insurance documents to get partial refunds for insurance they were fraudulently forced to purchase. Economy Rent A Car even sent me an email to complete a survey, which I did. I told them about the entire experience and never got a response back.

  

  Business response

  03/16/2022

  Good afternoon, *******,
  
  I am in receipt of the BBB complaint *********
  
  We have reviewed the customers comments and we want to be very clear; we do
  not do anything fraudulent at any time.
  
  The customer accepted our terms and conditions and signed the rental
  agreement and kept the vehicle for 5 days without any complaint.  Our
  policies are very clear and transparent.  We explained all policies as well
  as charges, and customer signed and accepted.
  
  No refund is due.

  
  

  Customer response

  03/24/2022

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

  I had 2 options while at the rental agency; 1) Leave to avoid paying the $55 surprise fee, but then lose the $260 I paid upfront. Then I would have to return to the airport and try to rent a car with another agency. 2) Pay the $55 ransom and drive away with the car. I chose this option to avoid additional hassle.

  My point is the $55 was never disclosed until I arrived at the rental car agency. This is a common complaint against this company and something needs to be done about it. They should be forced to be transparent about the policies and fees UPFRONT and penalized when they are not. Even the insurance document requirements needed to be more clear (i.e. you need to bring the entire policy documents with you because insurance cards are not enough). This place should really be put out of business. 

  I believe I am due a refund because the fee was not disclosed UPFRONT. They had me backed into a corner and they knew it. This is a very shady operation that thrives on ripping people off.

   

  Sincerely,
  

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

  

  Business response

  09/12/2022

  ******************** rent from our *************** location. We did accept his insurance and gave him the option of leaving a security deposit in the amount of $500 and he will be responsible for any damage done to the vehicle or purchasing our ***************** Insurance Fee in the amount of $4.95 per day which covers up to $1,000 in damages and waives the deposit. The customer chose to purchase the ***************** Insurance Fee as well as the Loss of Use.  He provided his credit card and signed the voucher depicting the total amount charged to his card as well as the contract with the written rules and restrictions of his rental. Our terms and conditions are very clear in all the websites. No refund is due. 

• Initial Complaint

  03/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Business charged my cc and tried saying I dropped off the car a day after I actually did.

  

  Business response

  09/12/2022

  We apologized we did not response sooner. We just received the customers concerns today. After reviewing we did refund the customer $73.82 when he reach out to us. 

*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. ↩