Complaints

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• Initial Complaint

  Date:04/25/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Green Motion Reservation completed via *********: Compact Car Feb 25 – Mar 1, 2022 Pick-up: 02:00PM Confirmation #: ****** Renting their transponder is required but never communicated in the pricing process either on ********* or via their website. I didn't appreciate the unmentioned price of activating their SunPass transponder which, again, was never mentioned in the purchase process. We were told by the associate that it was required. I already had one for the trip. Price options for Green Motion's transponders: 12.99 for a daily activation fee and then you pay the tolls upon returning the rental or 19.99 daily activation fee and all tolls are covered by Green Motion. Again this was never mentioned during the online purchase process and by the time we learned of this we were stuck. [3/21 Update - on Green Motion website the Sunpass is listed as an optional extra] Our experience was in-line with the following review on BBB: ****************************************************************************************************************/customer-reviews Our 4 day rental online at booking was 137.71 (via *********). At the pickup site we added the required transponder at the 19.99 daily option for the full toll coverage for $96.27(additional fee). I am seeking a refund of the $96.27 amount as this was misleading and deceptive on Green Motion. It is a common practice of the business.

  Business Response

  Date: 04/28/2022

  Good afternoon,
  
  I hope you are well,
  
  Reviewing the client's information, the payment he made on the website is a basic reservation, it does not include insurance for the vehicle or tolls.
  
  The client used his own insurance to cover the rental,
  
  And with respect to the tolls we have 3 different options:
  
  Activation tolls: $12.99 per day, and when the client returns the vehicle we check how many tolls he consumed and charge him.
  
  Unlimited tolls: $19.99 per day, the customer does not have to pay anything else when returning the vehicle.
  
  Decline tolls with us: the customer does not make any payment at the counter, but signs a document showing that if he/she has any tolls, there is a penalty of $23 per toll plus toll.
  
  As proof we send the client's contract, where you can see that he agreed to take the unlimited tolls with us.
  
  If you have any questions please let me know.
  
  Best Regards

  Customer Answer

  Date: 04/29/2022

  
  Complaint: ********
  
  I am rejecting this response because: as I didn't select this option during online reservation because I had my own SunPass. Upon arrival at the rental office we were told (falsely) that rental of Green Motions SunPass was required. Please note GreenMotionr website even states it is an optional service. I told the associate this was not communicated and that we would like to decline. He told us that we would be charged anyway when we returned the vehicle.

  While we were in the office I heard this same conversation happen with at least 2 different customers. This appears to be a standard upselling tactic of this location.

  I am requesting reimbursement for the activation and tolls due to this deceptive and misleading business practice.

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