ComplaintsforAZ Car Rental

• Initial Complaint

  12/17/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am writing to you in hopes that you may be able to assist me in getting my security deposit refunded as per the signed contract with AZ Car Rental. I rented a compact car from the Tampa location. On 10/25/2022, I signed (Rental Agreement #TPA Office *****) that clearly stated the following: (After everything is done and verified, our reservation team will ask for a security deposit authorization which is not an extra charge but a security deposit while the vehicle is with you. The system automatically refunds this amount to the customer's account 10 business days after the reservation ends. Ensuring that everything went well and the car was returned in the same conditions as picked up, a full refund of the security deposit will be precessed.) The car, a Kia Forte (Unit # *** ******* was returned on 10/28/2022 in the exact shape it was received. Therefore, my $250.00 deposit should have been refunded; it was NOT. Actually, the deposit wasn't drawn from my credit card until 11/6/2022. That was the estimated timeframe a deposit should have been credited BACK to me, not charged. I called AZ on 12/12/2022 at 5:15 PM and spoke to a female employee. She informed me their records show I was reimbursed on 10/31/2022. Additionally, she told me I would be receiving an email detailing my refund; I have yet to receive an email from AZ Car Rental. I also sent texts to the same number inquiring about my refund; no responses were EVER returned. No text, no email, no refund.

• Initial Complaint

  11/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I rented a car on vacation with my family of 7. We were suppose to be able to pick it up at 9am per the contract and leave. We were on a time restraint to get to where we needed to go to enjoy vacation. When we arrived he told me the car was not ready and to wait. When we got to the car which was in a lot waiting for us the car was still not ready. It was filthy with crumbs and wrappers. An employee did pull up at 920 and inspected the outside of the car and left. When we started our drive i starting seeing more filth. I also had to pay $19 to get out of the lot. I did take a few pictures but was just excited and in a rush for vacation with my 6kids. There was dirty flip flops on the drivers side. The car in general smelled and there was coins and stickiness on the seats. I wasn't gonna complain cause it was vacation and i was willing to let it go. Upon returning the vehicle i refueled it to where it was. Because it was not refueled or inspected originally the fuel was at 3/4. Maybe less. But i filled it to where i got it and i have receipt of the gas to prove. A few days later i receive a bill of an additional 85.20 for not only the $19 that i already paid to get out of the lot but for $40 in gas that the previous drivers should have paid. Unless we were both charged lol. I tried to co tact them and as you can see no one really cared or wanted to help. Now because i have to deal with this i think I'm entitled to a refund on the rental as well being that it was filthy and not on time.

• Initial Complaint

  07/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I booked a car with the az rental car miami for the 21th of june 2022. They asked me for a 250.00 security deposit on my credit card in case something happens to the car. I returned the car exaclty how i got it . I even have a video to proove it. I returned the car on the 27 th of june 2022 and they refuse to refubd my security deposit of 250.00$ that they took on my credit card. I keep calling they to refund it but they dont. Please help me get my 250.00 security deposit back. Thank you so much. My booking num is MIA Airport*****

• Initial Complaint

  07/22/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I rented a mini van from this place. The vehicle drivers window didn't go down, ac wasn't working properly vehicle had a dent in the back not that it wasn't known it that I was coming from another state and my personal vehicle was in better shape this vehicle also had roaches in it and when I called to exchange the vehicle they did not change it offered to clean the vehicle instead. Now I've been home almost 2 weeks and still haven't received my deposit.

• Initial Complaint

  07/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I rented a car through a website & I came across AZ car rental. The company was located in Orlando Florida. I got the rental for July 5th-8th. The pick up time was 8:30am & I was to return it 8:30pm. The total for the rental was $150.23, which I paid on June 16th. The process to pick up the rental was very confusing. There was supposed to be a shuttle to pick me up & take me to AZ rental to pick up the car, but after I finally figured out the directions to pick up the car... which was on the roof in the hot sun, they brought the car to me, which wasn't the agreement. So 2 employees from the company finally came with the car, Then they asked me if I wanted insurance on the car so I picked the insurance that was I believe $16 a day, which wasn't bad, then they said I had to pay $250 for a deposit which wasn't a problem so then I asked them how much was it for a Sunpass for me to go thur the tolls? They told me that the tolls are supposed to come out the $250 deposit, but I was confused the $250 was supposed to be for damages if anything happened to the car. So I left with the car and they had a pass for me to get out the garage & I had to pay $3 to get out of the parking garage, which I didn't think was fair but whatever. The car got me from A to B, but it was a disaster, but that's another story. I went through maybe 3 tolls the 1st day, then after that I just paid for the tolls in cash. So when I went to return the vehicle I called them and asked them if I could just bring the car to the office & they text me "no just return it where you picked it up". It was a little suspicious, but I just followed the directions and returned it back to where I got it. I called them about 2-3days later about the return of the $250 deposit & they said, I should get it back on my credit card within 10 business days. So today I checked my card & they only returned $55.10. I called & the man said, that I smoked in it. I don't smoke nor did I have a passenger in the car. Plez help.

  Business response

  09/08/2022

  Business Response /* (1000, 8, 2022/08/11) */ The client ***************' deposit was successfully returned, but she ended up opening a payment dispute, referring to the charges made, the rental agreement details the charge in relation to smoke fee, tolls and facility airport fee. The due charges are detailed in the contract, when it ends up signing when picking up the car. We want to resolve the issue as quickly as possible to help our client ***************. We are willing to solve the problem.

• Initial Complaint

  06/20/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I Googled 'Cheap car rentals in Orlando FL' and this company came up- Az Car Rental - Orlando 1*- Advertised on their website was a 2020/2021 BMW-3 series so I filled out the paperwork and ultimately rented what I thought would be a 2020 BMW- for a five day trip to Florida I took. Upon arriving at MCO, I requested to be picked up since their car pickup location was about 7 miles off-site- from the Airport. Due to some communication errors, this entire process took over an hour. And this was on top of my flight arriving about two & half hours late from Boston. Once there they had me sign some paperwork, which included insurance waivers, as well as a 250.00$ deposit. After that, I was led outside to the car... And to my surprise- it was A 2016 Lexis IS with 95000 miles on it- The car was dirty, smelly, with no working USB port to charge my cell phone. I immediately asked about the 2020-BMW-3 series I signed up for online and was told that it was off-site being worked on... and that it would be another hour before it would be ready. It was also at that point that they mentioned that the BMW was a 2016 as well with roughly the same amount of miles. At that point I became angry! So the so-called manager refunded me 30$ dollars back. which brought the rental down to exactly 299$. Due to an appointment, I was already two hours late for I had no choice at this point but to take the car. by day two the car started to make some load noise due to part of a lower-body kit that was on the car that was starting to fall off. the breaks on the car also become a big issue as they started to make a loud grinding sound- I immediately called the number on file to report these issues as well as sending serval text messages as well. I was also pulled over by police for having no working tail lights. After speaking to a manager he told me that I would be refunded my money for ALL my troubles, but that never happened! in fact, they even kept my 250$ deposit with no explanation. true SCUM

• Initial Complaint

  04/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 3/18/2022 I made a online auto reservation through Rentalcars. Com The reservation was for MCO ( Orlando airport ) 4/12/2022 at 3:00pm pick up 4/15/2022 at 8:00 am drop off the amount of the charge for my rental with unlimited mileage was $153.65 and paid on my Navy Federal platinum visa. On April 9, 2022 I received a email from AZ car rental asking my to fill out a form and give them a credit card for the $250.00 deposit. before I completed that request I had texted the AZ car company regarding the email. I asked them if I was going to receive any charges for the car being at the airport since the email when booking was different. Even on AZ car rental it stated I had to take a shuttle to the car agency. I did NOT order a car to take the shuttle as I needed it to be at the airport since I am 100% disabled. AZ car rental reassured me that the car would be at the airport and there would be no charges. The only charge I may have been held accountable for was the parking in the airport if I was late to my pick up. Those fees would have to be paid to the agent at the parking lot by me. I also had requested someone from the company to call me regarding the email as I was not comfortable providing them my credit card information via the internet without confirming some things. One of those this was I was NOT to have additional fees for the car being at the airport,I was told that there would be no other charges. The second thing I was told was the $250.00 would be placed on hold for a security deposit. They went and charged my card $250.00 and do not just do a prior authorization hold on the funds as they stated. I do NOT authorize a charge for the amount. I authorized a hold of funds to be charged only if there was any issues , there were no issues. I arrived to the place of the auto pick up location I was given by AZ car rental. I was there at 3:00pm the time of the pick up and there was no vehicle there for me. I went and texted the company and they said i

• Initial Complaint

  03/16/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Rented a car through AZ car rental company, prepaid in advance $273.85 on Feb 7, 2022. Received an appointment to pick car up at 830 pm. Flight landed via********** airlines at 820 pm. Upon retrieving baggage and taking two children to the bathroom, after at 2.5 hour plane ride, arrived at rental car area at 837pm, realizing that AZ was "off site" from airport. Called number at 837 to ask for offsite shuttle to pick us up and take us to car rental per emailed instructions. Number rang for a very long time, finally a man answered phone. Continued to ask me questions as if could not find reservation, and then stated, "I will call you back in 5 minutes". While waiting, looked up AZ rental on phone and noted hours of operation are until 8pm, with 830 appointment time. Did not receive a call back, so called number again at around 910 pm. Went back and forth with rep from AZ rental and then told me, "you were a no show" and there was no rental. Needed to take an***** to my hotel with children. The next day attempted to call AZ Rental during "regular business hours", was advised that I "broke the rules" and no "refund would be given", continued to pursue asking to speak with a supervisor, and was informed that they "were the supervisor". Eventually, the lady who I was speaking to informed me that I could email my concerns to them. I sent the initial email to AZ rental on 3/6/22, I sent another duplicate email on 3/8/22, and my email was returned. I have yet to receive any further communication from AZ rental to include an email reply or refund for services not received. The terms of agreement stated no refund if cancelling booking prior to March 1st. I did not cancel the booking. A 7 minute delay in my ability to call for a shuttle for the appointment should not have negated the pre-booking of a car. Also, do not understand how an appointment would have been given for 830 pm, when hours of business close at 8pm. In addition, I never received apology from any supervisor.

• Initial Complaint

  03/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I rented a car from AZ Car Rental on the Turo app from February 5th, 2022 through February 8th, 2022. They required a security deposit for the rental, which I paid when I submitted the rental request along with the required insurance costs. Also, looking at the rental agreement, I realized that I overpaid for the insurance by two days. I was informed that the security deposit would be refunded to my account after the car was turned in, along with the difference between the correct insurance cost for the length of the trip and the amount that I paid. It has been a month since I returned the car and received a five-star rating from the car rental company, and I still have not received my refund. I have tried to call and message the company and I keep getting the same response from their representatives saying that they would refund me, and then never do.

  Business response

  04/12/2022

  Consumer Response /* (2000, 9, 2022/03/24) */ ---------- Forwarded message --------- From: *************************************** Date: Thu, Mar 24, 2022 at 12:44 PM Subject: Re: BBB Complaint Case# ****************************************** To: ******************* Hello, My name is ************* with BBB Complaint Case# ******** (Ref****************************). I have been in contact with the business and the last part of the agreed refund has been given to me. I have also received receipts for the refunds as well. Since the matter has been resolved, I would like to close this case. Thank you,

*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. ↩