Complaints

This profile includes complaints for Zezgo Rental Car's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Zezgo Rental Car

  3960 NW 26th St Miami, FL 33142

• 

  Zezgo Rental Car

  2929 South Federal Highway Fort Lauderdale, FL 33316

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:02/27/2025

  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.

  I am writing to formally file a complaint against Zezgo Rental Car regarding an unjustified charge for "loss of use" fees. My insurance provider, *****, confirmed that my policy covers loss of use, even though it was not explicitly listed on the declarations page. Despite this, Zezgo insisted that I pay $120 for five days of "loss of use" fees, refusing to release the rental until the charge was paid. Feeling coerced and with no alternative, I paid the fee. However, upon further verification with Geico, they confirmed that this charge should have been covered under my policy. This practice appears to be a deliberate attempt to extract additional fees from customers under misleading pretenses. I am requesting a full refund of the $120, as this charge was both unnecessary and improperly imposed. I also urge the BBB to investigate Zezgos policies regarding such charges, as this experience suggests a pattern of deceptive business practices. I appreciate your assistance in resolving this matter. Please let me know if any further documentation is needed

  Business Response

  Date: 02/27/2025

  Dear customer, We apologize for the inconvenience while renting with us. We were reviewing your contract so we can provide you a better answer.
  
  In all the rent a car reservation pages where you make a reservation with us you can find available all the terms and conditions of renting with us. Our terms and conditions states that:
  
  Your rental may have mandatory, local insurance requirements that result in additional charges at the time of hiring.
  
  You can find the link below 
  *******************************************************************************************************************************************************************************************************************************
  
  Please let us know if you have any questions.
  Thanks

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22997227
  
  I am rejecting this response because:

  I am writing to formally reject Zezgo Rental Cars response to my complaint. Their reply fails to address the core issue: I was charged a $120 "loss of use" fee despite my *************** already covering it.

   

  Zezgos response simply references their general terms and conditions, which do not state that customers with valid insurance coverage must pay a redundant fee. My Geico policy explicitly includes "loss of use" coverage, and Zezgo refused to acknowledge it. Instead, I was coerced into paying this fee under the threat of not receiving my rental vehicle.

   

  This is a deceptive and unfair business practice, and I stand by my request for a full refund of $120. If Zezgo continues to refuse, I will escalate this matter further, including disputing the charge with my credit card provider, filing complaints with the ************************, the ************************ (***), and other consumer protection agencies. I will also continue to warn potential customers about these practices through public reviews and social media.  

   

  I appreciate the BBBs assistance in helping resolve this matter. I look forward to a fair resolution and a full refund
  
  Sincerely,
  
  **** *****

  Customer Answer

  Date: 02/27/2025

  May have mandatory doesn't address the "loss of use" coverage I already have through Geico maintained the entire rental period. The fee was not a requirement but a cash grab

  Business Response

  Date: 03/24/2025

  Dear customer, We apologize for the inconvenience while renting with us. We were reviewing your contract so we can provide you with a better answer.
  
  In all the rent a car reservation pages where you make a reservation with us you can find available all the terms and conditions of renting with us. Our terms and conditions states that:
  
  Your rental may have mandatory, local insurance requirements that result in additional charges at the time of hiring.
  
  You can find the link below 
  *******************************************************************************************************************************************************************************************************************************
  
  Please let us know if you have any questions.
  Thanks

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 22997227
  
  I am rejecting this response because:

  The contract does not state that we would have to pay for insurance that is already secured causing double insurance. This doesn't resolve the issue or provide any insight
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:02/15/2025

  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 were told by the representative at the counter that we needed to purchase the insurance. I told her we already have insurance that covers us, both through the credit card we use and through our insurance provider (********). She told us that didnt matter, that it was required by state law that we purchase the insurance through zezgo, which we found out is not true. She lied and charged us for something that was unnecessary when I showed my info and made her aware we have our own insurance.

  Business Response

  Date: 03/12/2025

  Dear customer, We apologize for the inconvenience while renting with us. We were reviewing your contract so we can provide you a better answer.
  
  In all the rent a car reservation pages where you make a reservation with us you can find available all the terms and conditions of renting with us. Our terms and conditions states that:
  
  Your rental may have mandatory, local insurance requirements that result in additional charges at the time of hiring.
  

  Please let us know if you have any questions.
  Thanks

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 22945474
  
  I am rejecting this response because the information that the representative gave us, that additional insurance was required, was false. This was a clear case of putting us on the spot to get more money from us.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:12/10/2024

  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 rented a car from Zezgo Orlando, ******* they have a car price for ************************************************ $280 hidden fees then they also charge me a $250 deposit I return the vehicle on November 29. It is now December 10 and I still have a pending charge when I call up the company. They told me that I need to send an email and the email will be generated to my bank so that it could be released. They said it might take up to five days when I ask for a manager or corporate number they would not provide. You can see below with attachment this is a scam place not even a company email

  Business Response

  Date: 12/25/2024

  Dear customer, We apologize for the inconvenience while renting with us. We were reviewing your contract so we can provide you a better answer. We released your deposit on the 1st. You are not going to see a refund for the $250, because we only did a hold on your credit card, we didnt take the money out. If you check your statement and you dont see the transaction pending, thats it. As we mentioned before.
  
  Please let me know if you have any questions.
  
  Thanks,

• Initial Complaint

  Date:12/10/2024

  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.

  Date: 11/27/2014 They charged me against my will for "loss of use" for this rental car. I have paid for the rental car using my ********* card and explained to them that my Citi card does provide this coverage and I do not need them to charge this on my card but they still went ahead and did it. Therefore, I want a full refund. This was not in the original agreement of rental booking.

  Customer Answer

  Date: 12/10/2024

  I accidentally clicked unsubscribe from BBB emails, would you please add me back so I can receive future communications?

  Business Response

  Date: 12/10/2024

  Dear customer, We apologize for the inconvenience while renting with us. We were reviewing your contract so we can provide you a better answer. When you decide to be 100% responsible for the vehicle you must have coverage for the following insurance coverage liability, collision and partial damage waiver. At the moment your card credit card only covers collision and liability of the vehicle.
  
  In all the rent a car reservation pages where you make a reservation with us you can find available all the terms and conditions of renting with us. Our terms and conditions states that:
  
  Your rental may have mandatory, local insurance requirements that result in additional charges at the time of hiring.
  
  You can find the link below 
  *******************************************************************************************************************************************************************************************************************************
  
  Please let us know if you have any questions.
  Thanks

  Customer Answer

  Date: 12/21/2024

   
  Complaint: 22664819
  
  I am rejecting this response because: I have provided my auto insurance to cover third party liability and since my credit card was used to do the booking, it would automatically cover the loss of use. I have clearly explained this to the business employee and presented my credit card and auto insurance terms. They are just not listening to this and as such, I require full refund. 
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:12/06/2024

  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.

  Forced to purchase liability insurance as a condition of rental at the counter when we had existing insurance and purchased collision insurance through *******. Company also demanded that we pay an additional $16/day to add spouse.

  Business Response

  Date: 12/09/2024

  Dear customer, We apologize for the inconvenience while renting with us. We were reviewing your contract so we can provide you a better answer. When you decide to be 100% responsible for the vehicle you must have coverage for the following insurance coverage liability and collision. At the moment your ***************** only covers collision of the vehicle.
  
  In all the rent a car reservation pages where you make a reservation with us you can find available all the terms and conditions of renting with us. Our terms and conditions states that:
  
  Your rental may have mandatory, local insurance requirements that result in additional charges at the time of hiring.
  
  You can find the link below 
  *******************************************************************************************************************************************************************************************************************************
  
  Please let us know if you have any questions.
  Thanks

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22653108
  
  I am rejecting this response because:

  We did provide an insurance card to your ***resentative at the counter.  We are married and the name on the card is my wifes.  Any rental company has always accepted  the police accept it, but your *** used it as a way to coerce me into buying additional coverage.  It was not acceptable and certainly predatory on your companys part.

  
  Sincerely,
  
  ******* Eye

• Initial Complaint

  Date:12/01/2024

  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.

  Zezgo car rental in *************** has the same owner/manager as Miami Zezgo car rental and other companies. I am requesting an email from the owner/manager. This is affected me financially, and I need my money back. A friend borrowed money from me due to their fraudulent scam and they continue to avoid and deny what they have done. They have made agreements with third parties that have vague instructions and rules. I was traveling with an individual whose rental agreement did not specify whether or not a debit card could be used, but yet the debit card was able to be used to purchase through the third-party.. it also states that the same payment method must be presented at the counter. This particular agreement said no further payment would be necessary upon arrival.. upon arrival, the clerk states that debit cards are not accepted. If debit cards are unaccepted, then how come the third-party pre-pay accepted debit cards? When **** was questioned about this extra $400 tack on the rental agreement, they claim that the customer can view the policy on *******? Why would the customer be looking on Expedia if theyre not booking through *******? We were charged non-mandatory insurance $21 a day for 18 days totaling 378 on top of the rental bill.. according to their policy on ******* they do not accept debit cards and if a debit card is the only method of payment, then the rental will be canceled. This is a breach of contract and this is a discriminatory treating another individual differently by accepting a debit card in order for beneficial financial of $400 by preying on a disabled individual. You cannot make exceptions to your policy or your rule in order for financial gain. If you were going to ********** rules, then you can bend the contract rules in favor of the consumer for once.. I would like an email from the owner/manager to get this settled once and for all as this has been an ongoing issue for close to a year now and this is ridiculous.

  Business Response

  Date: 12/02/2024

  Dear customer, We apologize for the inconvenience while renting with us.
  In all the rent a car reservation pages where you make a reservation with us you can find available all the terms and conditions of renting with us. Our terms and conditions states that:
  

  The driver must present a valid driver's license and credit card in their name upon pick-up
  
  *******************************************************************************************************************************************************************************************************************************
  
  Please let us know if you have any questions.
  Thanks

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22625304
  
  I am rejecting this response because:
  Your statement is very deceptive as is your business. You state that you request a credit card upon arrival to me but yet to my friend you accept debit cards so which one is it? And when I copy and paste that link, this is what comes up nothing. And Im sorry to say, but I did not book my reservation through ******* so why would I be looking on Expedias page to find out your policies and procedures? It shouldve been listed on the third-party ****** where I made my reservation, and it should be listed on your own page, but its not why is that?
  Sincerely,
  
  **** ******

  Customer Answer

  Date: 12/03/2024

  Their response is incorrect and invalid. They are being deceitful to two separate customers, stating one thing to me and another one to another customer. They claim that they do not accept debit cards on my end, but yet they accepted a friend of mines debit card and took an extra $400 of hers and kept it to use for their benefit so I would like to know what reasoning they have for this one lying to one of us which one do they or dont they accept debit cards because my friends sure got debited??!! She needs a refund so that I can get my refund

• Initial Complaint

  Date:11/08/2024

  Type:Product 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.

  Zezgo stole ****** from me by charging me for their insurance when I submitted my own personal full coverage comprehensive and collision. They claim they were unaware I had my own insurance but it is on the contract. They promised to call back, I even spoke with the manager and he gave me the wrong email address spelling on two separate occasions and never returned my calls.

  Business Response

  Date: 11/11/2024

  Dear customer, We apologize for the inconvenience while renting with us. We were reviewing your contract so we can provide you a better answer. As our terms and conditions states we require a credit card for the security deposit, at the time of pick up the customer only have a debit card, we do accept debit cards with the require of take the insurance with us. That's why the customer had to take our insurance.

  Please let us know if you have any questions.
  Thanks

  Customer Answer

  Date: 11/11/2024

   
  Complaint: 22531585
  
  I am rejecting this response because I think this is unacceptable. This is a breach of contract. It does not mention that you *** not take debit cards anywhere on your consumer contract nor the third parties that you work with to gain customers. You either take debit cards like other car rental companies do or you ***t. One should not be punished if not traveling with a credit card. My card was missing at the time of the rental. Why did you all request my personal insurance information ? When I have called to discuss a refund the agent says Zezgo was unaware that I had my own insurance - well clearly its on the contract. I would have never agreed to pay an extra 400 on top of the daily rate - I would have went elsewhere or just not rented a car. Do you not take pride in your reputation? There are hundreds of complaints on the BBB, consumers claiming the debit that I have experienced. I think you should do the right thing and refund money. Businesses thrive on word of mouth and repeat customers. How can you feel good about robbing people of their income?! 
  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 11/13/2024

  This proves that the company is being deceptive. Clearly they took advantage of someone with a disability. They are being dishonest- no where does it states if you have a debit you will be required to pay for insurance. I want to see this policy in writing and my signature. They have all of these loop hole rules in order to avoid giving a refund . I will proceed to court if this matter is not handled 

  Business Response

  Date: 11/15/2024

  In all the rent a car reservation pages where you make a reservation with us you can find available all the terms and conditions of renting with us. Our terms and conditions states that:

  The driver must present a valid driver's license and credit card in their name upon pick-up.

  You can find the link below 

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

  Please let us know if you have any questions.
  Thanks

  Customer Answer

  Date: 11/15/2024

   
  Complaint: 22531585
  
  I am rejecting this response because:
  Im not sure if youre aware, but I am disabled and one of the laws of disability is that you were to make it legible for an individual with disabilities to comprehend and view. You see I didnt go on Expedia so I wouldnt know this information and neither would several other travelers using other services. I used ******, which is a third-party app that you all are paired with and it states nothing in the contract regarding that and the contract that I signed at your counter from you all state nothing about that either so what do you have to say for yourselves on that? If you can show me on ****** or on your contract, the two places that I used for my rental then by all means, Im willing to see it
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:11/04/2024

  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 booked a rental through **** and paid $59 for the booking. I arrived at the rental company and declined all additional charges but found out I have been charged $83 anyways. When I returned the car, I was charged another $159. The company was extremely rude to me, refused to give me an itemized receipt, would not show me where the charges were explained or stated. They also would not give me a phone number to dispute the charges.

  Business Response

  Date: 12/02/2024

  Good morning,
  We hope this finds you doing well.
  We were reviewing your information and you returned the car late from your drop off time. Your reservation was until 2:00pm and you returned at 5:18pm. So, we charged you the late fee. 
  
  Please let me know if you have any questions.
  
  Thanks,

• Initial Complaint

  Date:10/21/2024

  Type:Product 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 through ******* for $32, picked it up from the rental company on September 22 at 12:14 PM, and returned it the next day at 12:16 PM. I requested someone from the company to inspect the car during the return, but was told no one was available, and that I could leave the key inside and be good to go. Despite following their instructions and returning the car within the agreed rental period, I was later charged $70 for late fees.I contacted *******, who attempted to resolve the issue with the rental company but were unsuccessful. I also filed a dispute with my bank, but the rental company provided an invoice showing incorrect late fees. I believe I am being unfairly charged and request assistance in resolving this matter and obtaining a refund for the unjust charges.

  Business Response

  Date: 11/25/2024

  Dear Customer,
  Thank you for reaching out regarding the status of your security deposit. We have reviewed your inquiry and attached a copy of the rental agreement for your reference, which includes the scheduled return date and time.
  Please note that a late return fee of $70.62 was deducted from the security deposit as the vehicle was returned after the scheduled time. According to our records, the return time selected online was 09/23/2024 at 11:00 AM, while the vehicle was returned at 12:52 PM on the same day.
  If you believe the vehicle was returned on time, we kindly ask that you provide proof of the return time, such as a receipt or timestamped documentation. This will help us investigate the matter further.
  We appreciate your understanding and cooperation. Should you have any further questions or require additional assistance, please do not hesitate to contact us.
  Best regards,

• Initial Complaint

  Date:10/17/2024

  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 booked a car rental through Priceline for my short stay in *******, ** 8/30-9/1. I did paid $120 for the short term rental and was told details would arrive via email. By the time my flight landed, I got no information on the car I booked. ******** website wouldnt work and couldnt find my reservation despite that I paid for it already. I stood in a parking lot in 100+ degree weather on hold with customer service only to find out the car I rented was damaged and they didnt know if they had another for me. I finally heard from the local office who simply told me the make and model and the license plate of the car - not where it was located in a parking lot of hundreds of cars. The person was rude and unhelpful and told me the car was near the front - why have numbered spots if you cant tell me the numbers? When I finally found the car, it was dirty scratched and not cleaned at all which was confirmed by the home office. They didnt have time to clean it but I still paid full price for the car. The brakes on the car were squeaky and not very responsive which seems dangerous and like the car wasnt serviced because it was very noticeable. They had no other cars for me and I felt I had no choice so I left the lot after taking photos of the existing damages to the car. I also paid a $200 deposit for the rental. I have been asking for a receipt for the deposit I paid for WEEKS and no one is able to help me. I need to report my charges as this was an work trip and Im told they dont do receipts for deposits which is crazy because you all DID charge my card so why is there no record of it?I have called, emailed, and texted customer service to not only complain about my experience but mostly to just get documentation of the charges on my card. They tell me they are escalating the issue or contacting the home office in **. This has been going on for weeks now and no one has ever contacted me.

  Business Response

  Date: 11/01/2024

  Good afternoon, we apologize for the inconvenient. But this has nothing o do with us, we are based on Orlando Florida and we have nothing to do with the Arizona's office. 

  Please let us know if you have any questions.

  Thanks,