ComplaintsforEconomy Rent a Car

• Initial Complaint

  01/02/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I rented a car from Economy Rent a Car out of the ************** Airport location. The rental price was $95.17.I had brought my I-Pass transponder that we own, anticipating being able to use it in **, since the I-Pass is part of the **ZPass IAG consortium, and ** is part of the **ZPass IAG consortium.I was told by the agent at the counter when I picked up my rental that my transponder wouldn't work, since the rental belongs to the car rental company, not me. If it isn't I feel that Economy Rent a Car owes me the cost of the rented transponder. That amount was $49.07.My second complaint concerns the charge of $56.83 that was charged to my credit card. When I called to find out why, I was told it was because I didn't return the car with a full tank of gas.I didn't return it with a full tank, since I was told by a representative at that location not to, since the car did not have a full tank of gas when I left the facility. I noticed that we did not have a full tank of gas about 10 miles after we left the facility. I took a picture of the dashboard as proof, called the facility to tell them, and was told return the car with the same amount of gas as I left, which is what I did. When I received my credit card statement 2 weeks later I noticed the $56.83 charge. I called and was told to provide proof to their customer care. I did and received an automated reply that said I would hear back in 1-3 business days. I never heard back. I called again a fews days ago. This time a talked with someone at the facility and again sent proof. She denied the claim. I then talked with the manager at the facility named *******, who also denied the claim and went further to say that Economy Rent a Car did not have to supply a car with a full tank and it was the customer's responsibility to double check before leaving that their was a full tank.

  

  Business response

  09/02/2022

  This customer did not inform us that he carried his own toll transponder, had customer stated he had one, we would gladly accept his transponder as we do for all of the customers.  Had he asked our customer service representatives, we would have gladly installed it for him or explained where the correct placement was, behind the rearview mirror. The customer paid and signed the line (7) accepting our optional toll package within his contract. The customer also initiated within his contract the "Notice" line where it is clearly stated gas will be an additional charge if not returned at the same level it was rented. Upon returning, the customer was notified that the gas was not full as he received it. He was given the option to go to the nearest gas station, which would be less than 1.5 miles away, or we would have to charge a refueling charge. Customer declined to go back to the gas station therefore we had to charge an added fee. The gas charge totaled $56.83. This customer did speak to our manager about the additional gas charge where she re-notified the customer the gas was less than full. The customer provided Ms. ******* with a photograph of the gas gauge on the  day of rental, however it was well over 2 hours after his departure from our location.

• Initial Complaint

  12/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Through Priceline, I rented a car from Economy Rent a Car. I paid for it at Priceline December 15th 2021. I would need to pick it up December 18th 2021. I went there and they want to charge me several things and one of them was Local Renters Fee. They claim that the Local Renters fee applies to anyone with ******* Driver's License. But clearly on their website it gives this description: "Renters residing within 75 miles radius will be considered local renters. Local renters are subject to a mileage cap of 150 free miles per day and $0.25 per mile in excess of mileage cap above. Local renters must have a valid major credit card and have current insurance covering rental car with comprehensive, collision and liability." Also, on the Priceline Itinerary website, they also pull it from Economy which says: "Local renters may be subject to mileage restrictions. Renters residing within a 75 mile radius of the rental location will be considered local renters." No matter who I spoke with, they would not look at the website that I was quoting. Only person who looked at it was a guy named ******. When I tried talking with manager, she did not want to talk to me. She lied saying she would call me within an hour but never did. I sent an email to *************************************** on December 20, 2021. I was told I would be reached in 3 days. Today is December 29th and still nothing. I was charged $20 for Local Mileage fee as a Local Renter when Priceline said it was Unlimited and I am not a Local Renter. My address on my license is ******* not ***************. I am visiting my family during the month for the holidays. I want a refund.

  

  Business response

  01/14/2022

  Customer rented a car for one day; the policies are very clear and transparent. All ******* renters are subject to the listed policies. There is no refund due.
  
  Complaint Response Date bumped because: Holiday

  Customer response

  01/14/2022

  Thank you *******. I haven't heard from them at all. I will update if contacted
  
  
  ******

  Customer response

  01/19/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Once again, they are ignoring their own policy and what is written exactly on their website. I attached two screenshots of what is written. I read their rental policy, and it is the policy that I have quoted to them and screenshotted. Clearly, they are disregarding them. They are not even addressing it. When their reps do see it, they tell me to contact customer care and proceed to dismiss. If I don't fit the description, I am due a refund. Priceline obtained the info from them too. It says 75 Miles from the location. Nowhere does it say or hint that it is 75 Miles from *******. A few of their other websites for other locations around ****** says the same (ex. ********* **).

  

  Business response

  09/02/2022

  Customer service is very important to us and after further review we are refunding the customer $23.40.  This credit will appear on their credit card statement in the next several days.

  Customer response

  09/02/2022

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  11/14/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 10/17/2021 we were to rent a car from economy rent a car, we took shuttle to the location and waited over an hour when arriving to get customer service. When we were given the key to go find the car we found the car to be of poor satisfactory, it was filthy inside and out, the arm rest was broken sitting in the driver seat, even according to the pre inspection that they claim to have done this car was in poor condition. We then went back in and told them we didn't want the car. We never left with the car, they didn't offer another car to us or even go out and look at the issues we had. When we asked for a refund they told us we needed to go through priceline to request a refund. We then got back on a shuttle to the airport to rent a car there that cost more but was what a rental car should be. After contacting priceline we were told they would not issue a refund due to economy rental car denying our complaint. At no time has economy or priceline tried to even make a reasonable resolve of the situation. We never took the car but were charged for 5 days of rental.

  

  Business response

  09/05/2022

  In reference to ********************* We have no record that she wrote to customer care and Priceline never reach out to us for approval of the refund. We do apologize that we did not answer this before it was an oversight on our part. At the time of return ********************* did not reach out to management or file out an incident regarding any issue with the vehicle. For customer satisfaction we will be refunding ********************* the 3 days unused.

  Customer response

  09/06/2022

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  10/29/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I rented a vehicle from Economy Rent a Car on Oct 24th. When I rented the vehicle I saw they required auto insurance which I have FULL COVERAGE with a reputable company. When I arrived I showed the rental agent my insurance and they refused to accept my insurance because it had the name GENERAL in it.This is absolutely ridiculous! I was charged an extra $88 dollars for the time I had the rental because they did not accept my insurance. This is a complete FRAUD! If they are not going to accept insurance from only specific companies, it should state that when you make the reservation upfront in BOLD since this is what they are saying supposedly.

  

  Business response

  09/05/2022

  We do apologize that we have not answered the BBB complaint of ****************** this was an oversight on our part. ****************** never reach out to customer care nor to management in reference to his concern. We checked with our agent and he said it was a non-transferable insurance, if ****************** can provide us that his insurance was transferable at the time of rental we will be more than happy to refund him the supplement liability insurance that he purchased, he can send us the proof of the insurance being transferable at the time of rental to ****************************************

• Initial Complaint

  10/26/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I rented a car on 10/20/2021. I was charged an additional $55 and was told it was because I was using my own insurance. When I questioned the charge, I was told that it was a mandatory charge and it was in the ********* contract. I contacted ********* and this was not in the contract. I called Economy Customer Service and was told that this was incorrect and it was an optional charge. I was also told that I needed to speak with the local manager. I left two messages and never received a return call. Finally I filed a complaint through Customer Care. On the day of departure, I finally received a reply from the branch manager one it stated that I could return to the office and reverse the charge. How convenient, by the time I received the reply, I was on a plane. I am certain this happened to other customers also as I heard them complaining. This is fraud!

  

  Business response

  09/05/2022

  We do apologized that we did not answer this before this was an oversight on our part. We did accept customers' ****************** policy, she could elected to leave a deposit however customer preferred to take our optional products of handling insurance fee, loss of use, and glass and tire protection. This allows us to cover up to $1,000 in damages with a zero deposit, loss of use in the event of an accident, and damages to the glass and tires. The customer presented their credit card and signed the voucher that shows the total amount for the extras waivers of the 4 day for the amount of $55.77 being charged to the card and the contract with our written terms and conditions for the rental. After 2 days of rental we received an email that she did not want the products we informed the customer that she had to come in to the location to re due the contract and leave a security deposit. Customer never came to re due the contract.

• Initial Complaint

  10/12/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Hello. I need to dispute an upcharge from a rental car.When I returned my car I wanted to go inside to process the return, and the agent told me to just give him the keys and he would process everything. I told him I had rented before and they usually make me go inside and he declined. Later, I received a bill much larger than originally told. I see an additional charge of $76.21 besides the original $122.43 I had paid, so I called customer service and the agent started inventing a coverage I had supposedly purchased. After I fought and asked to speak to his manager, he finally retracted himself and told me I was charged because I spent 259 miles when the limit was 150 and asked me to send an email to file a dispute. I sent the email explaining that mileage was incorrect since I only rented for 12 hours to do local errands and spent a maximum of 60 miles like I always do. They declined and won't let me talk to a manager. This company does deceptive practices to overcharge customers.

  

  Business response

  09/05/2022

  We do apologized that we did not answer this before this was an oversight on our part. ****************** is a local renter and our policies are very clear in all the travel websites. He call to the office after he return the car an spoke with ******* who is the manager of our *************** location, she explain to him the same information that was giving to him at the time of pick up, regarding the local renter restriction of miles cap and our HIF that cover the first $1000 on damages. He also accept the ***-loss of use and the ****Glass and Tire protection. This were optional products that he accepted, sign and pay for before he left the location. No refund is due.

• Initial Complaint

  09/20/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  09.08.21 and 09.16.21 We rented a car due on the 14th of September and forgot to extend it. On the 16th received a call. I apologized for forgetting to extend it and processed the extension until the 22nd. At that moment I was told it would be $719.81 for the extra days. On the 20th I realized I had been charged the $719.81 and $239.94 for two other days. When I called the business, I was told the amounts were correct. Which means for the first week we had the car we paid $622.60 and for the second week they charged me $959.75. The manager's excuse was that we should have returned the car and rented it again. The lady I spoke to never gave me that option and I did not understand it would be a total of $959.75 for 7 days. The manager even said he had listened to my conversation and I had agreed to that price. This is not true because I gave a different card to process the 2nd transaction and it wasn't used. My original card is the one with the charges.

  

  Business response

  09/12/2022

  We review the complaint, we found that *********************** did not rent from neither our location *************** or *******. Please remove from our file, is out of venue. 

  Customer response

  09/12/2022

   
  Complaint: 16503328
  
  I am rejecting this response because: I didn't rent a car in ******* but we did rent one at the *************** location via Priceline under ***************************** my aunt and whom I went with to pick up the vehicle. 
  
  Sincerely,
  
  *****************************

  

  Business response

  09/16/2022

  **********************, please note that we did not rent to you but to *****************************, ****************** was informed at the time of rental our terms and conditions, which included the daily and extra day rate, and all optional products that she elected and signed for.  At the time of her extension, she called our office and we explained that the extra day would $64.28 per day, plus all applicable coverages and taxes, the amount for the extra day was listed as on the original rental agreement that she signed, and that was the going rate at the time of rental.  If she had made a new reservation the rate would have been even higher as rates increased during the time she had the rental vehicle.  When she called and extended the rental, she was quoted the amount that she had to pay and she accepted as customer did not return the car.  There is no refund due to this customer.

   

• Initial Complaint

  09/10/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 7/25/21 we reserved a car online through Economy RentACar and paid for everything including the auto insurance. Upon arriving to pickup the car we were told that auto insurance is not accepted by this company. They had to add a different insurance which came to $26.70 per day, substantially higher then the online policy agreement. When we returned the car we spoke to the manager, ***************************** and the actual owner who advised us they would refund the $26.70. As of 09/10/21 we have not received the refund. We have called the corporate office many times and are told we would be called back. We finally got a call from ****, who stated, "You returned the car a day late and we did you a favor by not charging you an additional $100". We did return the car on time!! We requested they pull the cameras to see exactly what took place from the beginning of our pickup, the conversation with management and correct dropoff time of vehicle. This company lied numerous times and can't be trusted!

  

  Business response

  10/19/2021

  Customer stated at time of rental that they would return the car to us on 7/27/21 at 015 AM, however, customer returned on 7/28/21 at ******. As a gesture of goodwill we did not charge the customer the extra day.
  
  Their is no refund due as we have complied with all requirements.
  

  Customer response

  10/20/2021

  (The consumer indicated he/she DID NOT accept the response from the business.)
  HERE ARE THE ****** We dropped the car off the same day within the contract time. We went to *********** and have proof of times/dates of toll charges that we returned from the trip the same day. Later that day, (THE SAME DAY) when we dropped the car off, we were told to just leave the keys and no paperwork signatures were necessary, (which we now regret not getting). We did witness the associate stating to numerous customers to "just leave the keys". This seems to be an acceptable practice when times are busy.
  They input manually when you, the customer bring back the cars. THEY MANUALLY INPUTTED OUR RETURN TIME THE NEXT DAY. Once again, we requested management to pull video camera footage for detailed proof to help resolve any question of doubt. They refused! We recommend all customers to sign off at the time you drop off the car so this will not happen to you. These facts are the reason why a refund is due. Hence, this company did NOT comply with all requirements. This company is not professional and once again, CAN NOT BE TRUSTED!

• Initial Complaint

  08/06/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I booked a rental car through Expedia for collision insurance that I purchased on 04/20/21 and got a refund in the amount of $50, I've contacted Economy Rent A Car explaining to them on 04/20/21 that due to the ******19 outbreak my plans got canceled and won't be able to pick up the rental car that was booked on 04/30/21 - 05/04/21 Itinerary # ************** Confirmation PEXPA0FADB16 Via email, ECONOMY RENT A CAR sent me an email stating due to the pandemic. Economy Rent A Car customer care team said they would go ahead and issue a refund for the amount of $256.82 it's now 08/06/21 and I haven't seen that refund credited back to my **** debit card, all I want is my refund as promised! I asked you all to step in and help me with this issue!

  Customer response

  08/10/2021

  In this email you'd see the messages between the merchant and I, which clearly stated that they were issuing me a refund that I've not received!
  
  See Attachment/File: image0.png

  Customer response

  08/26/2021

  This issue has been exhausted and still hasn't been resolved! I literally need help getting my funds back on my account, I'm literally not working due to this pandemic and need the money
  
  

  Customer response

  08/26/2021

  That's very strange they haven't responded! I was sent an email from the company days ago stating they've made a refund on May 24 2021 that clearly didn't hit my account and I've also attached my statements showing proof that I didn't receive that credit! All I want is my funds.
  

  

  Business response

  09/14/2022

       *********************** made a reservation with us in 2021. At the time of pick-up he informed us due to the unprecedented COVID-19 outbreak his plans had changed and we offered a refund due to the circumstances. As we processed the refund, Mr. ******** iniciated a chargeback. Once the chargeback process has begun, the customers bank is the sole entity able to process a refund. The customer received $306.82 as a result of said chargeback. 

*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. ↩