ComplaintsforAZ Car Rental

• Initial Complaint

  06/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Please See Attachment

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Put down a deposit for a car but when we arrived at the *************** there was no signs or place to pick up the car or speak to a company representative. We were told by airport employees to wait for a shuttle to pick us up but no shuttles ever came. We tried calling the company but we got no response. They took our security deposit and never gave it back. We were not able to get in contact with anyone at the company. This company is a bunch of scammers. Check out their ****** maps profile, its all AI generated pictures and they are scam artists who steal peoples money.

  Business response

  05/04/2024

  Dear ********,
  
  We sincerely apologize for the inconvenience you experienced with AZ Car Rental *******. We truly value your feedback and aim to address your concerns promptly to ensure a better experience for you and all our customers in the future.
  
  Upon investigating your complaint, we found that at the time of your call, there was an issue with our phone system, which has since been rectified. We regret any inconvenience this may have caused in reaching us.
  
  Regarding the shuttle service, we understand your frustration. While we do advise customers to call for shuttle service upon arrival, we acknowledge that the communication breakdown resulted in a lapse in service. We are taking steps to ensure smoother coordination in the future. We understand how frustrating it must have been to not receive the service you expected and deserve.
  
  Furthermore, we appreciate you bringing to our attention the discrepancy in our ****** Maps profile. Rest assured, we are taking immediate steps to update and improve our online presence to accurately reflect our fleet and services.
  
  Regarding your refund request, we regret to inform you that as your reservation was made through a booking platform with payment due upon arrival, we do not have a transaction on record to process a refund.
  
  In addition to addressing your current concerns, we would like to extend a gesture of goodwill as a token of our apology. We would be delighted to offer you a discount card for future rentals with AZ Car Rental ******** We genuinely hope that you will give us another opportunity to provide you with the exceptional service you deserve.
  
  We are committed to learning from this experience and improving our services to ensure a more positive experience for you and all our valued customers.
  
  Thank you for your understanding and patience. We look forward to the opportunity to restore your trust in AZ Car Rental ********
  
  
  Kind regards,
  AZ Car Rental - *******
  

  Customer response

  05/04/2024

   
  Complaint: 21497231
  
  I am rejecting this response because they should refund our deposit as we did not receive any car and they made no effort to contact us the day of the reservation. Even though the reservation was made through a third party website they should make it right as it is their fault that we did not receive any car service. 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In january this year, Ive rented a car through Rentcars on the agency AZ CAR RENTAL, in *******. The discription said I was going to show for pick up the shuttle to the agency at 10am and I arrived at 2pm. The shuttle didnt pick me up and didnt even notice nothing. Alright. then a tried to talk with the AZ CAR RENTAL to pick the car up right in the agency, I would grab a taxi and meet them at the place. They didnt allow me to go to the agency and said that it was already complete the rent for no show, and I had to talk with ******** and solve only with them. ******** tried to solve with them and they were just like "not my problem". The renting was for 21 days, a lot of money and they didnt allowed me to be at the agency to pick up the car? thats a really bad customer services and trying to get the foreigners money. I was polite with them all the conversation and the were just like we have your money the problem is yours. REALLY BAD COMPANY. Then I had to rent by another company, witch was totally diferent treatment. Dont rent by AZ CAR RENTAL. They dont care about your good experience, only about money. And after that I asked if they had the car for renting in the agency and they only said one porsche (like?). Very Bad business

  Business response

  04/23/2024

  Dear ***********************,
  
  We sincerely apologize for the inconvenience and we are truly sorry that your experience was anything less than positive.
  
  Regarding your reservation, we will kindly request that you to reach us out via email ********************************************* This will allow us to discuss solutions that will best attend your needs - including refunds or alternative arrangements.
  
  Your feedback is invaluable to us. Our utmost priority is to ensure our customers receive exceptional service throughout their rental journey. When a customer's experience falls short, it's essential for us to understand and learn from the situation, enabling us to enhance our services and streamline our processes for a more seamless and transparent experience.
  
  We sincerely apologize once again for any inconvenience caused and remain committed to exceeding your expectations in the future.
  
  Kind Regards,
  AZ Car Rental - *******

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Rental Cars.com Booking number *********** We rented a car via rentalcars.com and had a rental car from ** rental in ***** **. They took a ****** deposit, which was promised to go back on our card in 1 week. After multiple phone calls to rentalcars.com, i was promised by a **** that I would receive it back on our credit card by 11/20/23. Today is 11/20, and we did not get the money back. Our experience with this company was awful, we were provided with the wrong size car seats for our children (we paid 14 per day for them) and the straps did not tighten, one seat was broken, and they were not installed correctly. This issue is in addition to them not releasing our 500 security deposit, and also at pick up at the airport, they made us go to an alternate location other than the remote airport shuttle pick up. We want our ****** security deposit back. After being told 1 week, or by 11/20 at the latest, now when we call they say 28 days.

• Initial Complaint

  08/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I rented a car from them on June 29 because I was having surgery on the 30th. When I got to the airport the car that I wanted to rent was not there. I called them and they couldn't find the car so they just gave May a car that was sitting there. I didn't want the car but I was running late. The car had a knocking sound and wasn't clean and the keys was broken. When I return the car they charged me 402.00 for cleaning the car and the broken key saying they gave me a new key. They're suck scammers. They charge me for 116.00 in tolls when I didn't even use the high way. I took the back road to avoid fee. I rented from them couple times and if you look i never go through tolls. I'm just upset because I've seen reviews and there doing this to a lot of people and getting away with it.I have picture of the car when I got it but didn't think of they keys.my son had used that exact rental a week before I believe around the 16 of June and he said that keys was like that.. I rented the car for 3 weeks but didn't use if just had it there to go to my pre opp 2x . Something needs to be done about this

• Initial Complaint

  07/10/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I picked up the car on Feb 22 for approximately 60 days when returned they charged me at the end of rental USD $336.00 stating that it is charge for daily tolls that I never agreed to or initialed on that item and never used any tolls , but they said it is mandatory charge , according to their contract fine print it is not mandatory and I asked them numerous times to return that money back on my **** but they won’t , please help me get that money ,this company is ripping off every customer as much as they can as per other complaints

• Initial Complaint

  05/03/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  This is a new company I never heard of, should have been my first clue. The office was closed when I landed so I had to take a taxi to the office my Rental agreement said its for a Kia Sorento, and they just left the keys in the unlocked car in the sunvisor. I saw a Kia which it was after 12am and they said after my Rental was a Toyota corolla, I just kept the Kia, with their agreement. After I dropped off and never got a look over by an employee. They keep my security deposit after I fly home. Stating damages. At no point was there any accident or I hit anything. The photo of the damages they sent me was grainy, and shadowy. Looks to be be dirt, but no scratch. The before photo is not dated. They are crooks. And take advantage of people, even said I could come see the damage of the car at the office, knowing I'm not in the state, thousands of miles away. Don't ever use them the reviews are true.

• Initial Complaint

  04/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I rented a van through AZ car rental on April 6th 2023 until April 13th of 2023 for our family vacation down in Orlando. I was asked for the 500.00 security deposit, which I provided with my bank account information. The money was deducted from our bank account on the 6th of April, not just a hold or pending but it was actually taken out of our account as a withdrawl. Which I was told it would be refunded back to me after we dropped off the vehicle. I received an email on the 21st of April 2023 stating that my deposit had been refunded back to me via my ***** ********** *** company which I have no clue who or what that is. When I tried to reach out to AZ car rental three times via phone and email. I was told it was just a hold and it would dissappear from my banking account and I wouldn't be able to see the transaction on my bank statements, the hold or the refund. When i asked where my refund was, I was told they didn't take anything from me according to their bank. So now I am out 500 dollars, that they supposedly didn't take from me.

• Initial Complaint

  03/01/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Booked a car thru rentalcars.com and prepaid for a 1 day rental on 2/22/23. In the rental office, the agent did not mention about any charges in addition to the what was already pre-paid... The agent then pulled up a signature box on his phone for me to sign the agreement. when asked what is in the agreement he said I will get a copy of the agreement via email. Again no mentioned of any additional charges... When i asked for a print out he said they don't have print outs and everything is via email. I was giving a car that wobbled and shook when driving. I reported that to the agent when returning the car... their cars are in horrible state. Now after having returned the car, the rental company is charging me a facility fee and for toll... On reaching out to the company via text, the agents keep insisting that it is the customers problem as they sign the contract.. You can see from the number of complaints filed against the company that they try to skim ppl of their money by sneaking in charges without mentioning them to the customer. they are evasive on chat and on phone when challenging these charges. Florida attorney general should shut down these scammers.. and i will report this to them.. and encourage all customers to do the same. I need the company to reverse those bogus charges

• Initial Complaint

  01/18/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  booked a car rental from this company on 1-13-2023. was told all i needed to do was have my voucher, a credit card, and a drivers license. when i got to the airport i could not find a rental desk. so i had to look up their number and call them. i was then given a form to fill out on my phone and was told to down load my drivers license and auto insurance info. i did not have my auto info and did not know how to down load info from my phone. i ended up having to rent a car from another company for a lot more money. i could not believe that they would do business like that. i feel they misrepresented themselves.

*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. ↩