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:09/27/2024

  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.

  We were charged for the car rental, which we paid. We dropped the car off on September 16, 2024 and then on September 24th we were charged an additional $****** with no explanation of the charges no communication from the business. Cannot get a hold of anyone at the phone number. I have contacted my bank to dispute the charge of two ******

• Initial Complaint

  Date:09/17/2024

  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.

  They took a $200 deposit and I cant get it returned and an additional charge appeared 2 weeks later

  Business Response

  Date: 12/27/2024

  Dear Better Business Bureau,
  
  Thank you for bringing this matter to our attention. We take customer feedback seriously and would like to provide clarification regarding the concerns raised in your complaint.
  
  We would like to clarify that the $200 deposit was released following the return of the vehicle. Our records confirm that the pre-authorization hold was lifted, and any remaining balance was returned to your card after the completion of your rental.
  
  As outlined in the signed Rental Agreement, a $60 cleaning fee was applied. This fee was deducted from the deposit due to the condition in which the vehicle was returned, requiring cleaning. This policy is explicitly stated in the agreement and was acknowledged and agreed upon at the time of rental.
  
  We strive to maintain transparency in all transactions.
  The cleaning fee was applied in accordance with the terms of the Rental Agreement, and no additional charges beyond the $60 cleaning fee were made.
  Should you require documentation, such as the signed Rental Agreement or a detailed breakdown of the charges, we would be happy to provide these upon request (please find attached).
  
  The deposit was released, with only the agreed-upon cleaning fee deducted as per the Rental Agreement. Thank you for your understanding.
  
  Best regards,?
  APM 
  ********************************************************************* 

  Customer Answer

  Date: 12/27/2024

   
  Complaint: 22296872
  
  I am rejecting this response because:

  The rental place was closed so nobody checked to see if it needed cleaning  
  we left the car exactly how we got it  

  There was 100% not additional cleaning needed, no trash or dirt left at all 

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

• Initial Complaint

  Date:09/07/2024

  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.

  I rented a car from apm car rental. they took advantage of my issue as another car rental place took my money and refused my services. as the fox car rental do not take cards but had no issues taking my card payment online. fox car rental told me to go to APM car rental across the street. I ended up at APM Car rental as this placed double charged me after telling me they would match my original payment. then they kept my deposit / holding fee. there phone number is fake, they only speak Spanish, ******** page is fake and email. everything bounces back. not only did the double charge and working with another company called fox car rental and working together holding a scam together. they also took my holding fee. this place needs to be shut down. I am very disappointed. I am not the only person they done this too. even the taxi *** said they get a lot of *** customers and knew something going on but didn't tell me the exact details. until now I am in a hole.

  Business Response

  Date: 12/27/2024

  Dear Better Business Bureau,
  
  Thank you for bringing your concerns to our attention. We take customer feedback seriously and would like to provide a detailed response to the points raised in your complaint.
  
  1. No Affiliation with Fox Car Rental
  We would like to clarify that APM Car Rental is a completely independent company with no affiliations, partnerships, or associations with Fox Car Rental.
  We operate under our own policies and procedures, entirely separate from any other rental company.
  We are not responsible for any issues or transactions that you may have experienced with Fox Car Rental.
  
  2. Charges to Your Account
  The charges applied to your account were valid and in accordance with the Rental Agreement you signed at the time of rental. These charges include:
  
  -$150 Cleaning Fee:?Upon return of the vehicle, our inspection team determined that the interior of the vehicle contained vomit, which required professional cleaning. As outlined in the Rental Agreement, a cleaning fee is applied for situations requiring cleaning beyond standard use.
  -Damage Fee (Exterior Roof Dent):?During the inspection, our team identified a dent on the exterior roof of the vehicle that was not present at the time of rental. This damage was confirmed through the pre- and post-rental inspection reports. Per the terms of the Rental Agreement, customers are responsible for damages incurred during the rental period.

  3. Customer Communication
  We understand the importance of clear communication and accessibility.
  While we regret any difficulties you may have experienced in reaching us, our contact information, including phone and email, is accurate and functional. We encourage customers to contact us directly with any concerns, and we are always available to provide clarification.
  
  4. Allegations of Fraud and Misrepresentation
  We take great pride in conducting our business with integrity and transparency. Accusations of fraud or misrepresentation are unfounded. All charges applied to your account are supported by documented evidence, including the signed Rental Agreement and inspection reports.
  
  We are happy to provide additional documentation to support the charges, including:
  Signed Rental Agreement: Highlighting terms regarding cleaning and damage fees.
  Inspection Report: Documenting the condition of the vehicle before the rental period.
  Photographic Evidence: Supporting the damage charge.
  
  The charges applied to your account are valid and in compliance with the terms agreed upon in the Rental Agreement.
  
  Best regards,?APM
  *********************************************************************
  

  
  

  Customer Answer

  Date: 01/03/2025

   
  Complaint: 22254638
  
  I am rejecting this response because:

  Consumer

  Most Recent Message

  Date Sent: 12/27/2024 3:04:28 AM
  I find it very compelling that everyone who goes to this amp car service say the same thing. If it quacks like a duck its a duck! Everyone is getting charged the same thing and its false. They are praying on the vulnerable as we are all out of towners and on vacation trying to have fun and they take us in need. When fox car rental denies us and we all need a car. Where the picture of the vomit. I do not drink at all! I never vomit in a car. That is false. I did a through inspection of the car as you see in my report. That dent is not even a dent. They are taking advantage of people. I request my $400 back! I am very disappointed in this car rental company! I doubt they would treat their family, mother or daughters this way! Even their own taxi guy stated he knew why we was there and trying to warn us but we didnt fully understand and he didnt say straight out and they keep watching us from room. I couldnt even use their bathroom. It was and is very frustrating that we spend over the asking price to rent a car in desperation as we dont know where we are but to lie and more profit over that is discussing. I hope BBB is looking and listening! This is a scam and they should give me my refund. They know what their doing! Beside with all the other money they taking $400 wont make a dent as they should be shut down for fraud! It is a scam. 

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

• Initial Complaint

  Date:09/04/2024

  Type:Product 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.

  We rented a vehicle from *** from 2 Jun to 19 July 2024.All went well. We did not receive an invoice or any form of documentation when returning the vehicle. All was good and quote relaxed, and I expected to receive this via ********* nothing was received to date, I tried to reach out by phone on ************270 and ************ on numerous occasions - both going through the same menu and ultimately a message that the ****** subscriber is not available. Also tried e-mails to ******************************************** Then WhatsApp to ************.No reaction to any of these attempts.I would just like someone from the office to furnish me with a final invoice please.

• Initial Complaint

  Date:09/04/2024

  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.

  My boyfriend and I rented a vehicle from this business on August 14 through the 20th. We returned the car is perfect condition with all of the requirements filled as started in the paperwork. On August 26th I was charged $390 to my debit card for an unknown reason. My card was put down for the security deposit only. I have tried to contact the business and have not heard anything back. Plenty of people have been charged for damage to cars that had not occurred under their care. This business is scamming people for unethical reasons.

  Business Response

  Date: 12/20/2024

  We are writing in response to the complaint filed regarding a rental experience with our business. After conducting a thorough review of our records, we were unable to locate any rental agreement, reservation, or transaction associated with the name or details provided.
  No Record of Rental. We carefully reviewed our database and found no record of a rental agreement or transaction for a customer matching the name, ********************** dates, or details provided in this complaint.

• Initial Complaint

  Date:08/16/2024

  Type:Sales and Advertising 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 rented a vehicle from June 27 to July 2, 2024, a vehicle that I returned in the same condition as I received it, they did not say anything that day. Then I observed the charge of the deposit, I wrote to the company to find out the reason and they responded that it was a dent in the car, I asked for photos of proof and the condition form of the vehicle upon receiving it and they did not want to give me that information. Reading the complaints of other clients, I see similar cases, concluding that it is already a premeditated and habitual practice in that company, lack of business ethics abusing customers.

• Initial Complaint

  Date:07/11/2024

  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 only rented from this company because it was a last resort choice- there was a mistake with my reservation with Expedia and Fox Rental Car. Fox rental arranged for me to rent from APM. I never heard of this company but I was desperate to rent a car. I received my car and was disappointed because of the high rate. Asked if they had anything else and they said, No. I marked every ding and scratch on the car because I didn't want to be accused of doing it. I returned it just as they asked- I had to park it in the airport garage NOT back at the original place where I rented it and without an employee to check the car as it returned. I had to leave the keys in the glove box, take a photo of the location and email it to the company. I never received a confirmation email, however I received an additional $198.08 charge on my credit card plus $365.85 for the rental. I called repeatedly. Finally someone answered and said I had to email the company- they can't help because the account is closed and there is no phone number to call for this. I emailed the company and received a notification that my message was undeliverable. I looked at my bank account this morning and the additional charge was reduced to $32.23 but I still have no idea what it is for, no explanation of charges. I called the company repeatedly today and it goes straight to voice mail. From reading the reviews online, this is a common scam they pull. They make it to where you cannot get in touch with them after you rent the car. I asked them in person if I return the car back to the same location and they said, no, you return it to the airport and the instructions are on the paper they gave me. I assumed there would be an attendant at the airport that would check the vehicle when I returned it. I only read the instructions right before I left for the airport, so it's their word against yours... what if the car was damaged from someone at the airport after I left it? An unethical way to run a business!

  Business Response

  Date: 07/29/2024

  Dear Better Business Bureau,
  
  We take all customer feedback seriously and strive to address any concerns promptly and fairly. In response to ******************** claims Rental Agreement # APM - ********, we would like to clarify the following points:
  
  Cleaning Fee: The customer was charged a cleaning fee in accordance with the rental agreement the customer signed. Our agent at the counter explained every agreement in detail, specifically emphasizing the cleaning fee policy. This fee is applied when a vehicle is returned in a condition that requires additional cleaning.
  Tolls and Administrative Fee: **************** agreed that toll usage would be charged at the end of the rental period, plus an administrative fee of $30.00. This policy was thoroughly explained to her, and she signed the agreement that clearly states our toll billing policy.
  Refueling Charge: The customer returned the vehicle with 3/8 less gas than it was given to her. As stated in the rental agreement she signed, this action incurs a refueling charge. This policy ensures that all vehicles are returned with the same fuel level as when they were rented.
  Physical Damage: The customer returned the vehicle with physical damage that was not present at the time of rental. Specifically, there was damage to the paint on the top of the roof. It is important to emphasize that our insurance does not cover this type of damage, a fact that is clearly stated in the rental agreement the customer signed. Please find attached the inspection form the customer did and filled out upon pick up of the vehicle that shows that the damage found on the roof was not there. Also there is a picture of the damage found by the inspection center upon inspecting the car. 
  
  Regarding ******************** additional comments:
  
  Return Procedure: **************** was instructed to return the car to the airport garage and leave the keys in the glove box, per our standard procedure. She took a photo of the location and emailed it to us as requested. We acknowledge her concern about not receiving a confirmation email and any difficulty in reaching us. We will review our communication processes to ensure they meet customer expectations.
  
  It is very unfortunate that ******************** review has impacted our reputation, especially when the charges in question are the result of her own actions. We always aim to provide clear and transparent terms to our customers to avoid any misunderstandings. Our goal is to maintain a high standard of service and to ensure that all rental agreements are honored by both parties. Therefore a refund cannot be processed. 
  
  We hope this clarifies the situation.
  Thank you for your attention to this matter.
  
  

  Customer Answer

  Date: 08/08/2024

  "We take all customer feedback seriously and strive to address any concerns promptly and fairly. In response to ******************** claims Rental Agreement # APM - ********, we would like to clarify the following points:"

  This is NOT true. They never returned my calls, never returned my emails after SEVERAL attempts to get in touch with them.
  
  "Cleaning Fee: The customer was charged a cleaning fee in accordance with the rental agreement the customer signed. Our agent at the counter explained every agreement in detail, specifically emphasizing the cleaning fee policy. This fee is applied when a vehicle is returned in a condition that requires additional cleaning."
  The car was returned spotless! No garbage and no dirt was left in the car. I absolutely made sure of this. AND the cleaning was NOT explained to me at all.
  
  "Tolls and Administrative Fee: **************** agreed that toll usage would be charged at the end of the rental period, plus an administrative fee of $30.00. This policy was thoroughly explained to her, and she signed the agreement that clearly states our toll billing policy."
  There was absolutely no explanation of an administration fee for $30- NONE! I paid $49.99 E-PASS Activation. I only remember going through a toll once. And I have never been sent any documentation of tolls that I may have accrued during rental. Where are those???
  

  
  "Refueling Charge: The customer returned the vehicle with 3/8 less gas than it was given to her. As stated in the rental agreement she signed, this action incurs a refueling charge. This policy ensures that all vehicles are returned with the same fuel level as when they were rented."
  What were the exact charges for this? Where is the documentation??? The car had over 1/2 tank left in it when I returned it. 
  
  "Physical Damage: The customer returned the vehicle with physical damage that was not present at the time of rental. Specifically, there was damage to the paint on the top of the roof. It is important to emphasize that our insurance does not cover this type of damage, a fact that is clearly stated in the rental agreement the customer signed. Please find attached the inspection form the customer did and filled out upon pick up of the vehicle that shows that the damage found on the roof was not there. Also there is a picture of the damage found by the inspection center upon inspecting the car."
  If there was any damage, it was done from a previous rental. There was absolutely NO damage done to the car during my possession. If you look at their reviews online, many people have complained that they were charged for damages that they did not do and they were charged for for cleaning fees when they returned the car a satisfactory condition. This company lies on so many fronts and should not be in business!!!
  
  Regarding ******************** additional comments:
  
  Return Procedure: **************** was instructed to return the car to the airport garage and leave the keys in the glove box, per our standard procedure. She took a photo of the location and emailed it to us as requested. We acknowledge her concern about not receiving a confirmation email and any difficulty in reaching us. We will review our communication processes to ensure they meet customer expectations.
  
  It is very unfortunate that ******************** review has impacted our reputation, especially when the charges in question are the result of her own actions. We always aim to provide clear and transparent terms to our customers to avoid any misunderstandings. Our goal is to maintain a high standard of service and to ensure that all rental agreements are honored by both parties. Therefore a refund cannot be processed. 
  
  We hope this clarifies the situation.

• Initial Complaint

  Date:07/10/2024

  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 had rented and prepaid for a vehicle through beneplace online for a car with Fox Rental Company for June 22, 2024 through June 29, 2024. Once I was shuttled offsite from airport to Fox where they denied my rental and proceeded to text another individual at another rental company for a car, this being APM car rental. Was then shuttled to APM for a vehicle at double the cost of the vehicle I had already paid for and rented, and was denied any refund from Beneplace for the vehicle I never received. Fast forward to July 10th and I suddenly have an additional $297.53 taken from my bank account by **********************. I returned car with more gas than what I received, no damage and no issues a car with ****** miles would not have and have no idea what I could possibly be getting charged for. This is a complete racket between Fox and APM and not even sure how APM is still in business looking at all these similar complaints, they are stealing and committing fraud and the Fox employee is most likely receiving a kickback for denying rental and sending individuals to APM. How is this business not held accountable. I am fine with the original amount paid of $474.70 but would like the additional amount of $297.53 refunded to me.

  Business Response

  Date: 08/21/2024

  Dear BBB Team,
  
  Thank you for bringing this matter to our attention. We take all customer feedback seriously and are committed to addressing the concerns raised by ******************************* regarding his recent rental experience with APM Car Rental.
  
  1. Cleaning Fee:
  
  As outlined in the rental agreement signed by ********************, a standard cleaning fee was applied. This fee is charged to ensure that the vehicle is thoroughly cleaned and ready for the next customer. While we appreciate that ******************** returned the vehicle with additional fuel, the condition of the vehicle required a cleaning service, and the associated fee was charged accordingly.
  
  2. Toll Charges and Administrative Fee:
  
  ******************** incurred toll charges during the rental period, which were recorded and billed as per the rental agreement. In addition to the toll charges, an administrative fee was also applied, as stated in the contract. This fee covers the costs associated with processing toll violations and ensuring compliance with local regulations.
  
  3. Damage to the Vehicle:
  
  Unfortunately, a refund will not be possible due to damage that was discovered upon the vehicle's return. Specifically, a dent was found on the passenger's rear fender that was not present when the vehicle was initially rented. Attached are photographs of the damage, along with the initial inspection form that ******************** reviewed and signed, indicating that the damage was not there at the start of the rental period.
  
  4. Clarification Regarding Alleged Relations with Fox Car Rental:
  
  We want to clarify that APM Car Rental has no affiliation or relationship with Fox Car Rental, as alleged by ********************. It is very unfortunate that the customer is providing false information that could potentially damage the reputation of our company. We take such matters seriously and assure you that APM Car Rental operates independently, with a commitment to transparency and fairness.
  
  The charges applied, including the cleaning fee, tolls, and damage repair, were all in accordance with the terms and conditions agreed upon by the customer at the time of **********************.
  
  APM Car Rental strives to maintain transparency and fairness in all our transactions. We regret any inconvenience this situation may have caused but assure the customer that all charges were appropriately applied based on documented evidence.
  
  Thank you for your understanding.
  
  Sincerely,

  APM Car Rental 

• Initial Complaint

  Date:07/03/2024

  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 was charged 3 weeks after my rental for what was supposed to be a safety deposit. When the car was rented I noted all damages and the car had less than a quarter tank of gas. When I returned it there was no additional damage whatsoever. The tank was filled and I vacuumed out the entire car, cleaner than when I received it. The company won't answer their phone, and have not responded to a single email. I want a refund for the safety deposit or a clear explanation of why I was charged three weeks later.

  Business Response

  Date: 08/11/2024

  Dear BBB Team,
  
  Thank you for bringing this matter to our attention. We are committed to addressing the concerns raised by ******************* regarding their recent rental experience with APM Car Rental.
  
  1. Explanation of Charges:
  
  After reviewing Mr. **** rental records, we found that the following charges were applied based on the vehicle's condition upon return:
  
  Cleaning Fee: A standard cleaning fee of $45 was applied due to the condition in which the vehicle was returned. This fee is necessary to ensure the vehicle meets our cleanliness standards for the next rental.
  
  Wheel Damage: Upon inspection, two rims were found to be damaged, incurring a repair fee totaling $195. The initial inspection signed and reviewed by the customer is attached. It proves that the damages found were not previously there. 
  
  These charges amounted to $240, which were applied following our terms and conditions as outlined in the rental agreement.
  
  2. Security Deposit:
  
  The charges applied were deducted from the security deposit, which was initially retained to cover any potential damages or additional costs as per the rental agreement.
  
  3. Communication:
  
  We apologize if there has been any difficulty in reaching us by phone or email. We strive to maintain open communication with all our customers and are working to improve our response times. We invite Mr. ** to contact us directly for any further clarification or assistance he may require.
  
  APM Car Rental is committed to transparency and fairness in all our transactions, and we appreciate the opportunity to address these concerns.
  
  Thank you for your understanding and for allowing us to clarify this situation.
  
  Sincerely,

  APM Car Rental

• Initial Complaint

  Date:06/20/2024

  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 March 2nd, 2024 I made a car rental reservation online with Fox Car Rental (Expedia #**************). My reservation was from April 2 to April 5, 2024 in *******, **. When I made to Fox Rental on April 2nd, they told me they could not rent me a car because I do not have a credit card. The desk attendant told me that he can make a phone call and fix me a car rental with another company and I agreed. That other company was APM Car Rental. On April 2nd I paid $392.81 to APM Car Rental. Everything was looking fine, I returned my car on April 5th to the company as it was established on my contract. Two weeks later on April 14, I noticed on my bank account a charge of $236.28 from APM Car Rental. I have been calling them to require a receipt for those charges but nobody answers the phone and nobody returns a call or any communication at all by email or text. I went to my **** (Chase ****) and made a claim for that amount. The APM Car Rental did not respond to my bank either. The bank made a reversal of my money claim and closed the claim. I want to see a receipt for those charges that do not belong to me plus I want my money back. Thank you for your services.

  Business Response

  Date: 08/23/2024

  Dear BBB Team,
  
  Thank you for bringing this matter to our attention. We are committed to addressing the concerns raised by ************************************** regarding her recent rental experience with APM Car Rental.
  
  1. Explanation of Charges:
  
  After reviewing *********************'s rental records, we found that the following charges were applied based on the vehicle's condition upon return:
  
  Cleaning Fee: A standard cleaning fee of $40 was applied due to the condition in which the vehicle was returned. This fee ensures that the vehicle meets our cleanliness standards for the next rental.
  
  Missing Roof Part: Upon inspection, a plastic part of the roof was found to be missing, resulting in a fee of $150 for replacement.
  
  Toll Charges: The customer incurred toll charges amounting to $86.28 during the rental period. These charges were recorded and deducted according to our rental agreement.
  
  These additional charges totaled $236.28, which were deducted from the security deposit in accordance with the terms and conditions agreed upon at the time of rental.
  
  2. Total Charges:
  
  The total charges for the rental and additional fees were $629.09, which includes the initial rental cost of $392.81 for the four-day rental period and the subsequent charges.
  
  3. Communication:
  
  We apologize for any difficulty ********************* experienced in reaching us by phone or email. We are working to improve our communication channels and ensure timely responses to all customer inquiries.
  
  ********************** is committed to transparency and fairness in all our transactions, and we appreciate the opportunity to address these concerns.
  
  Thank you for your understanding and for allowing us to clarify this situation.
  
  Sincerely,

  APM