Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked a car on Expedia.com with NU rental for a family vacation for $92. Days prior to our trip, I confirmed coverage with my insurance company and had them send in a declaration of full coverage. When we arrived to pick up our car, they informed us we had to pay $10 a day to activate the ******* tolls pass (plus tolls) and $25 a day for supplemental liability insurance. They took my car insurance and confirmed any accident they would pursue a claim with state farm. But they said i had to pay the additional insurance no matter what, due a different address on my drivers license than my insurance. I had multiple ways to verify my home address, my id was valid, and my insurance coverage was confirmed. This turned $92 into $355 and the only alternative was canceling my reservation and leaving my family sitting in the hot alley with no ride.They were very rude and it sounds like they do this to everyone. They have not responded to any of my requests to refund the unnecessary extra insurance fee.

  Business Response

  Date: 03/11/2024

  Horspower Car Rental
  *********************************
  *****, **, 33142
  
  Dear Better Business Bureau,
  
  
  I hope this communication finds you well. We appreciate the opportunity to respond to the concerns raised by the customer *********************** through the ********************** regarding their recent experience with us. Our commitment to customer satisfaction is of utmost importance, and we take this matter seriously.
  
  In this opportunity, we were unable to find any errors in the billing process of the Rental Agreement #******** for our customer ****************. As per their complaint regarding our insurance policies, we would like to clarify that the customer provided a personal auto insurance policy issued by ********************* however, we were unable to verify the validity of the policy, as it was listed to a different address than the one on the customer's driver's license. Therefore, the customer was offered an Extended Protection (EP) that also reduced their security deposit to $350.00.
  
  On the other hand, regarding **************** complaint about our toll system policies, we would like to clarify that our toll system policies are clearly listed online. Many toll roads in ******* no longer have cash / credit card lanes, and the SunPass system is used to pay for tolls. In this case, the customer accepted the purchase of our Toll System Activation, for $9.99 per day, plus toll consumption. Please note this is an optional service that was offered to ****************, and he voluntarily accepted to add it to his rental agreement.
  
  Since we were unable to find any errors in the billing process to this Rental Agreement, and the customer signed and acknowledged our ********************** Agreement terms and conditions, where it is stated that these additional charges are non-refundable, we will not be providing any compensation at this time. We have attached this customer's signed ********************** Agreement for your reference.
  
  Thank you for your attention to this matter, and we appreciate the Better Business Bureau's role in facilitating communication and resolution between businesses and consumers.
  
  
  Sincerely,
  
  
  ***************************
  Manager
  ********************************

• Initial Complaint

  Date:02/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was quoted $65.82 via Orbitz to rent a car for 4 nights out if Miami. I got baited and switched when I picked up the car the amount increased to $279.91.

  Business Response

  Date: 03/11/2024

  Horspower Car Rental
  *********************************
  *****, **, 33142
  
  Dear Better Business Bureau,

  I hope this communication finds you well. We appreciate the opportunity to respond to the concerns raised by the customer *********************** through the ********************** regarding their recent experience with us. Our commitment to customer satisfaction is of utmost importance, and we take this matter seriously.

  In this opportunity, we were unable to find any errors in the billing process of the Rental Agreement #******** for our customer ****************. We did confirm that the customer originally made their reservation through Orbitz (a third party booking source) with a total of $65.82. However, at pickup time of the rental vehicle, the customer agreed to purchase our Prepaid Toll System for $14.99 per day, and Extended Protection (EP) for $24.99 per day, resulting in the total price of the reservation increasing to $279.71.

  We would like to add that the customer agreed to purchase these additional services at our rental counter and signed our Rental Agreement terms and conditions, accepting both additional charges as non-refundable, and proceeded to rent the vehicle. Please find this Rental Agreement attached for your reference. Due to these reasons, we are unable to process a refund for this reservation.

  Thank you for your attention to this matter, and we appreciate the Better Business Bureau's role in facilitating communication and resolution between businesses and consumers.

  Sincerely,
  
  ***************************
  Manager
  ********************************

• Initial Complaint

  Date:01/12/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello i called these people on the phone and asked them if i could use my own car insurance policy and my own ******* toll pass. They said bring the car policy that shows you have coverage and your toll pass and you will be abled to use them. I showed them my policy that i was covered for a rental car, I showed them my toll pass. When i went to pick up the car they denied my car insurance policy and made me buy there insurance at 26 dollars a day. They also said i had to purchase there sun pass at 14 dollars per day' I rented for 8 days and was charged 320 dollars more then i should have paid. These people are crooks and need to be looked into. I was lied to many times.

  Business Response

  Date: 01/17/2024

  Horspower Car Rental
  *********************************
  *****, **, 33142

   

  Dear Better Business Bureau,

  I hope this communication finds you well. We appreciate the opportunity to respond to the concerns raised by the customer *********************** through the ********************** regarding their recent experience with us. Our commitment to customer satisfaction is of utmost importance, and we take this matter seriously.

  In this opportunity, we were unable to find any errors in the billing process of the Rental Agreement #******** for our customer ******************. As per their complaint regarding our insurance policies, we would like to clarify that the customer provided a personal auto insurance policy issued by ************************** which is not included in the insurance companies that we accept according to our insurance policies listed online, which are being attached to this response and in which we have highlighted this information. Therefore, the customer was required to purchase coverage with our company, for which they agreed to pay $24.99 per day.

  On the other hand, regarding ****************** complaint about our toll system policies, we would like to clarify that we do not allow customers to use their own toll transponder as per our policies online, and in this case, the customer initially decided to decline the purchase of our Prepaid Toll Pass, accepting to be subject to a $25.00 penalty per electronic (SunPass) toll they went through during their rental period, plus toll consumption. Please note this information is also included and highlighted in our policies attached to our response. However, after their rental period was terminated, and we noted the customer went through a total of 10 SunPass toll routes, which came to a total of $255.42 (including the $25.00 penalty per toll), we offered them once again with the option of purchasing our Prepaid Toll Pass, which came to a total of $119.41. The customer agreed to this, and he submitted the relevant payment via an online link we provided for their convenience.

  Regarding their claim about contacting our customer support line and being incorrectly informed that their personal auto insurance issued by American Family would be accepted, and that they were going to be able to use their own toll transponder, please note we have no records of such contact with the customer prior to the **********************.

  For the reasons above explained, please note we will not be providing any compensation to this customer at this time.

  Thank you for your attention to this matter, and we appreciate the Better Business Bureau's role in facilitating communication and resolution between businesses and consumers.

  Sincerely,

   

  ***************************
  Manager
  ********************************

• Initial Complaint

  Date:01/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 7th, I came to return a vehicle ****** Sentra 2023, when the person reviewed the car found a scratch on one of the tire rings (barely noticeable) and told me that it wasnt there when I picked up the car. I am not sure if it was. Immediately they told me that I have to pay 495 dollars for the damage, which I found extremely expensive, I told them that I dont have that kind of money so they proceeded to take it from the deposit. I asked them if they would repair the ring or buy a new one. I told them that if they are repairing it thats a lot of money and if they are buying a whole new one they should let me go with the damaged one but they refused to give me any information about it. I feel that they have scammed me ridiculously and I feel defenseless. Can you help me to fix this issue please?

  Business Response

  Date: 01/17/2024

  Horspower Car Rental
  ************************************************************
  
   
  
  Dear Better Business Bureau,
  
  I hope this communication finds you well. We appreciate the opportunity to respond to the concerns raised by the customer ********************* **** through the ********************** regarding their recent experience with us. Our commitment to customer satisfaction is of utmost importance, and we take this matter seriously.
  
  In this opportunity, after conducting an internal investigation, we were able to confirm that the damage to our vehicle's rear left rim to be caused during the rental period of the customer **************** ****. Please note our vehicles are inspected completely before every rental car pickup to avoid this type of situations. In this case, **************** **** signed our vehicle condition report after the vehicle was inspected in their presence by a member of our Staff. Please find this condition report attached to this response. In addition to our vehicle's condition report, we keep records of any damage suffered by our rental vehicles with images and dates, and in this case, there were no pre-existent rim damages in this rental vehicle.

  Regarding the charge for the damage caused to our vehicle, please note that according to our signed Rental Agreement, which will also be attached to this response, our customer declined our Collision Damage Waiver (CDW), accepting to be responsible for any damages to our vehicle, up to the full value of the car, and relied on their credit card **** Signature rental car damage and theft coverage. Therefore, we proceeded to inform the customer via email that we would proceed to charge the full amount estimated for the repairs of the vehicle from the customer's security deposit, which came to a total of $667.76. Please find attached the repairs estimate as well.

  We would like to inform you that we are unable to provide compensation to this customer at this time since the charges issued for the damages to our rental vehicle were processed in accordance with our signed Rental Agreement terms and conditions. Please note, the customer can still initiate a claim through their credit card coverage as they may cover the damages to our vehicle according to their rental car damage and theft coverage. If the customer requires any assistance or further information for the claim process, we are more than happy to assist them.

   Thank you for your attention to this matter, and we appreciate the Better Business Bureau's role in facilitating communication and resolution between businesses and consumers.

  
  Sincerely,
  
   
  
  ***************************
  Manager
  ********************************

  Customer Answer

  Date: 01/18/2024

   
  Complaint: 21110603
  
  I am rejecting this response because:

  Even though I rejected the damage and loss insurance because I am a very careful driver, 

  I dont think that the damaged caused to the rim requires the full replacement of it and fixing it wouldnt go to that high amount that the car rental is charging to my card. Please refer to the picture attached to the initial complaint.

  I would claim the money back from the credit card company and is going to be tedious and long process. 
  

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

  Business Response

  Date: 01/26/2024

  Horspower Car Rental
  ************************************************************
  
   
  
  Dear Better Business Bureau,
  
  Thank you for allowing us once again with an opportunity to address the concerns raised by our customer ************************ ****.

  Please note that after carefully reviewing **************** response, we have conducted a final review of the case, and unfortunately our resolution remains the same. Please find below further claritifcation.

  As explained in our previous communication, we are unable to provide compensation to this customer at this time since the charges issued for the damages to our rental vehicle were processed in accordance with our signed Rental Agreement terms and conditions, and the total amount charged was the exact same total estimated for the repairs of the vehicle. In reference to the customer's claim about having replaced the vehicle rim, please note that after the vehicle was taken to a body shop for further inspection of the damage, it was determined that the rim in question had to be replaced. Lastly, as explained before, we confirmed that there was no pre-existent damage in the rim in question, and as stated in our rental agreement, the customer accepted to be liable for any damages to our rental vehicle, up to the full value of the car.

  Once again, we would like to recommend the customer to submit a claim through their credit card coverage (as this was the coverage used by the customer for this *********************** as they may cover the damages to our vehicle according to their rental car damage and theft coverage, with no deductible, meaning the customer can get reimbursed completely for these expenses. If the customer requires any assistance or further information for the claim process, we are more than happy to assist them.

  We apologize for not being able to provide a different position for this claim at this time, and we appreciate both the customer and your understanding in this matter. If further information is required from our end, please do not hesitate to contact us again.

  
  Sincerely,
  
   
  
  ***************************
  Manager
  ********************************

  Customer Answer

  Date: 02/01/2024

   
  Complaint: 21110603
  
  I am rejecting this response because:
  The damage on the rim is not that bad; I insist, it could have been there the whole time, I just didnt see it because is literally unnoticeable, please refer to the attached picture.
  I picked the car in night time and even in daytime is extremely difficult to see (unless you know what you are looking for). 
  I do not recall hitting anything or scratching anything with the tires.
  I would like company to provide pictures and a verbal description of the damage I can testify that the car had worse damages than the one they are saying that was caused under my rental. 
  I am pretty sure that if the company provide pictures of the car, we will see greater damages in the car.
  in conclusion the scratch doesnt require a whole replacement of the Rim. If at the end of this process they will stick to this nonsense I would like to get the damaged rim since I am paying for a new one.
  Sincerely,
  
  Sincerely,
  
  ********************* ****

• Initial Complaint

  Date:12/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We rented a car with them for four days. It was a straight up fee of $100. We paid and made the booking a month ahead. When we arrived to pick it up they told us they didnt have a car and we had to pay extra $500 for their special insurance. When we booked, there was no fine print or email that gave that notification. Then as we looked on their ****** reviews, we saw it had happened to many other people. The company makes up extra fees and insurance that people have to pay when they get there. They also tell people they dont have the car and ask people to pay an extra $300 and $500 for insurance to get another car. Then say peoples insurances are not accepted by them, only their own car insurance which cost more than the actual car renting fee.

  Business Response

  Date: 01/04/2024

  Horspower Car Rental
  ************************************************************

  Dear Better Business Bureau,

  I hope this communication finds you well. We appreciate the opportunity to respond to the concerns raised by the customer ********************* through the ********************** regarding their recent experience with us. Our commitment to customer satisfaction is of utmost importance, and we take this matter seriously.

  In this opportunity, we were unable to find any records of this customer in our system. In order for us to further review the complaint, we kindly request for the customer to provide a reservation number or rental agreement number.

  At Horspower Car Rental, we take customer feedback seriously, and we are committed to resolving any issues promptly. Once we receive the information requested above, we will initiate an internal investigation to fully understand the circumstances surrounding this customer's experience.

  Thank you for your attention to this matter, and we appreciate the Better Business Bureau's role in facilitating communication and resolution between businesses and consumers.

  Sincerely,

  
  ***************************
  Manager
  ********************************

• Initial Complaint

  Date:08/25/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The ************* book for me ; ********** and Car rental of a total $ 1183.00.Agency toll me to pay Car Rental for six days $ *****, it's $ **** per day.Nu pick me up by ***** Airpot to their Office.Lady ask me a copy of me insurance.GEICO sent a copy by email.Nu advertise $**** a day.Lady toll me I have to pay $ ***** per day for toll time six day = $ ***** I said, I have ******** EZPass and accepted in *******.Lady toll me it's not accepted here.Lady toll me my insurance renew in June 2023, since it does-n't have three months, I have to pay $ ***** per day for six days = $ ****** I asked lady to contact GEICO, because I have been with them for the pass forty years and in NY the automatic renew is every six month.**** said I have to paid that amount. Plus other charge, with a total ===== $297.82 It's look like fraud for **** will need your help.I arrive in ******* on Monday August 7 depart on Sunday August 13, 2023 Thanks in advance.***************************

  Business Response

  Date: 09/11/2023

  ***************************
  Manager
  Horspower Car Rental
  ************************************************************
  ************

   

  Dear Better Business Bureau,

   

  We are writing in response to the customer complaint filed with the **********************, under the reference Case ID: ********. We take customer feedback very seriously and value the opportunity to address and resolve any issues that our customers may have encountered. First and foremost, we would like to express our sincere apologies to the customer, ***************************, for any inconvenience or dissatisfaction they may have experienced in their recent interactions with our company. Customer satisfaction is a core priority for us, and we deeply regret that their experience did not meet their expectations. Please find below further clarification.

  Please note that we have received this customer's reservation through a third-party website, where we clearly disclose our toll system and insurance policies. As per our toll system, the customer was assisted in accordance with our policies, where we outline that customers are not allowed to use their own toll transponder. We provide customers with the option to purchase our Prepaid Toll System, which allows customers to enjoy unlimited access to ******* toll roads. We also inform customers that this is an optional service, which can be declined, but in case of declining this service, customers must avoid ******* electronic tolls, otherwise, a penalty of $25.00 per toll, plus the cost of the toll, applies. Once again, this information is disclosed in our policies listed online.

  As per the customer's complaint regarding the insurance charges, we have confirmed that the customer was also assisted in accordance with our policies. Customers must bring a proof of insurance (declaration's page) valid for at least three (3) months at time of rental. In this case, **************** presented a declaration's page that was effective on June 20, 2023, and the date of the rental pick up was August 7, 2023, therefore, the customer did not comply with our insurance requirements since his insurance policy was not valid for at least three (3) months at time of rental. We have no records of the customer providing any prior proof of insurance. This resulted in the customer having to purchase our Extended Protection Coverage (EP/EPC).

  We understand the importance of addressing these concerns promptly and effectively, and we are sorry for any inconvenience caused to our customer. However, we are unable to compensate the customer in this case since we were unable to find any errors from our end in this rental process. We greatly value the Better Business Bureau's role in facilitating open communication between businesses and customers, and we are committed to cooperating fully with your office throughout this process.

  Please do not hesitate to contact us if you require any additional information or if there are specific steps you would like us to take in addressing this matter.

   

  Best regards,

   

  ***************************
  Manager
  Horspower Car Rental

• Initial Complaint

  Date:07/18/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car at NU Car Rentals ***** | Horspower Car Renta. My confirmation number was B31180562 And pay in full my balance was 0 paid online with my masters card debit card. When I arrived to pick up the car, the person at the rental car told me that he did not accept my card and because it was a debit card I was supposed to pay an extra 170$ I was with my friend (*****************************) and she end up using her credit card to pay for the deposit and the extra money they were charging.When I arrive home they charged my friend credit card an extra 102$ for a toll. Iam attached a copy of the toll here, the fee for the toll was 3x66 cents and one for 28 cents. What I want to see is for them to wave this bill. And reimburse my friend the 102 $I will pay them the correct amount of the tolls. This is an acceptable abuse I appreciate your input in this issue.Thank you ***************************

  Business Response

  Date: 08/08/2023

  Dear Better Business Bureau,

  We trust this message finds you well. We are writing in response to the complaint filed by ******************************* against NU Car Rentals ***** | Horsepower Car Rental, as indicated by the BBB case in question. We appreciate the opportunity to address the concerns raised and provide a detailed response for your review.

  Firstly, we would like to express our gratitude for the role Better Business Bureau plays in facilitating open communication between consumers and businesses. We take customer feedback seriously and are committed to resolving any issues in a fair and transparent manner.

  In response to ************************ complaint, we have conducted a thorough investigation into the circumstances surrounding her car rental experience with us. The points of concern raised by ******************** are as follows:

  Debit Card Policy and Additional Charges: We understand that ******************** arrived to pick up the rental car and was informed that her debit card could not be accepted for the security deposit. Our policies, clearly outlined on our website and all booking platforms where our services are listed, state that we require a major credit card for security deposit purposes. Due to our customer not having a major credit card, we provided her the option of using her trip partner, *****************************, credit card for the security deposit, but we also informed her that proceeding with this option would carry an additional charge of $10.00 per day for one additional driver since **************** had to be listed in our Rental Agreement so we could use her card. In addition to this, ******************** accepted the purchase of a CDW with $1,500.00 deductible for $19.99 per day. Both of these charges came to a total of $160.45, which ******************** and **************** accepted and submitted payment for.

  Toll Charges: ******************** expressed concern over unexpected toll charges applied to her friend's credit card. During the pick up process process at our rental counter, our team presents customers with the option to utilize our toll system, which involves a daily fee of $14.99 per day and allows customers to enjoy unlimited tolls during their rental. However, ******************** decided to decline this option. As she was informed at our rental counter, and as it is stated in our rental agreement, most tolls in ******* are electronic, and when a customer declines our toll system option, they accept to be charged a $25.00 administrative fee per electronic toll they pass during their rental, plus the cost of the toll, plus taxes.

  After reviewing the rental records and the signed documentation, we would like to clarify that ******************** did indeed sign and accept our declined toll policy, which specifies the charges associated with toll violations. As a result, we regret to inform you that we are unable to refund our customer the $102.26 charged for the 4 toll violations that occurred during her trip, which, as stated and accepted by our customer in the agreement, were charged at $25.00 fee per toll, plus the cost of each toll, coming up to a total of $102.26 that were deducted from her security deposit on file, under **************** credit card.

  We understand the frustration this situation has caused and sincerely apologize for any inconvenience ******************** and **************** experienced. We strive to provide clear and accurate information to all our customers, and we appreciate the opportunity to address this matter. Please find attached the customer's ********************** agreement for reference.

  If you require any further information or documentation related to this case, please do not hesitate to contact us. We are committed to maintaining the highest standards of customer service and transparency, and we thank you for your attention to this matter.

  Thank you for your assistance in resolving this matter and for your ongoing commitment to ensuring a fair marketplace for both consumers and businesses.

  Sincerely,

  ***************************
  Manager
  NU Car Rentals ***** | Horspower Car Rental

• Initial Complaint

  Date:01/24/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My rental car had got hit on vacation back in September. A police report was filed as a no fault for me. the rental car company had told me that they would need to collect my insurance deductible until the claim is reviewed against the other person and then i would immediately get my refund. it is now January, no one will email me back and i still have not got a refund from them of $500.

  Business Response

  Date: 02/08/2023

  In regards to ********************************** complaint, she rented a vehicle with our Company, from September 2nd, 2022 until September 7th, 2022 and she was involved in a car accident. Since the accident was with a third-party involved, we have certain protocols with all customers in this type of situation. ********************* was charged the amount of $500 (the insurance deductible) once the third-party involved accepts the claim, we are allowed to process the refund.

  As of now the claim status is still under review, unfortunately we do not have a time frame for the reimbursement since this varies according to the ****************** however we can assure that once we get the approved resolution the money will be reimbursed to our customer.
  
  We need customer's cooperation during the process, ********************* disputed the transaction even knowing this information upfront and we have reach her back through email on January 27th with the updates where she agreed and acknowledged the information provided
  
  We are trying our best to follow the process according to our protocols to provide a resolution to ********************* in a timely manner. 

  Customer Answer

  Date: 02/09/2023

   
  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

  Date:09/19/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  see Attached document

  Business Response

  Date: 09/27/2022

  The customer was not qualified to proceed his reservation due to the lack of his insurance documentation. The customer did not provided his insurance information as our terms and conditions stays before booking, ************** did not provide his declaration page and we could not proceed to the reservation, since the customer did not have full coverage, our desk agent provided the option of purchasing our extended protection insurance in which ************** proceeded to decline and cancel the reservation.

   

  As our terms and conditions stays under insurance: 

  Insurance
  Liability insurance is required when driving in *******. Please bring proof of liability insurance valid in *******-Declarations page with name of company and the policy number valid for at least 3 months at the time of rental or you will be required to purchase liability insurance. Your insurance must be issued by one of the following U.S. or ******** companies only - State Farm, GEICO, Progressive, Allstate, USAA and Liberty Mutual for U.S. and Aviva Canada, State Farm Mutual and Wawanesa Mutual of ****** in ****** with at least 500 thousand USD liability/event. ******* residents must use their own personal Third Party Liability -TPL- with a minimum coverage of 1 million USD. SCL - ******************************** protects you against claims for injury or damage you cause to a 3rd party and their property. SCL is *****USD plus tax per day for all vehicle sizes ***/LDW-Collision Damage Waiver is required unless renter brings proof of valid Insurance -Declarations page- from an insurance company listed above. Horspower Car Rental will then waive the *** charge, leaving the renter responsible for all damages to the rental vehicle. The damage waiver includes Liability and Theft Protection, TP and TPL for all car sizes but excludes tire and windshield protection. Glass and Tire Protection is available for ****USD per day. ***/LDW is *****USD with excess of *******USD 24.99USD/day-excess *******USD, .29.99USD/day-excess ******USD, 34.99USD/day excess zero. All options are taxable. The security deposit is-****USD to 350USD depending on Excess. You MUST provide a Police Report in order for Insurance to cover any accident and notify us immediately. Should you choose to rely on Credit Card coverage or coverage purchased on a website you will be responsible to Horspower Car Rental for all damages or replacement of the vehicle prior to your departure. You can seek reimbursement from your provider upon return to your residence. This deposit is ****USD and can be held up to 20 business days after the return of the vehicle with no damage.

   

  For this reason and lack of insurance documentation, our agent suggested our extended insurance but the customer proceeded to decline and cancel his reservation. 

• Initial Complaint

  Date:06/15/2022

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  CREATED FALSE REPORTS OF TOLL ACTIVITY On February25, 2022 we rented a car from Horsepower Car Rental (AKA ****** Rental) in ***** **. First, they issued we take the insurance even though we provided proof that our Allstate policy covers rental cars. So we paid for the insurance. They wanted to charge us a daily rate for a SunPass transponder to toll roads. We had no plans to drive on toll road as we were heading south to Key West. So we declined the fee for the transponder. We took local roads, stopping at a supermarket and a restaurant for lunch. AT NO TIME DID WE DRIVE ON A TOLL ROAD.A month after our vacation was over we received a charge on our credit card for $300 for tolls and fines. They produced a fictitious report and stated it was list of ************** we drove on toll roads. We disputed the credit card charge and they then sent another fictitious report to the credit card company - a different report with different times and dates. We have credit charges proving we were three hours away in the Keys at the time they say were driving north of *****. CitiBank credit card has refused us a refund as they say we gave them our credit card and this is not fraud! This is theft plain and simple.