ComplaintsforCarvel Car Rental
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Complaint Details
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Initial Complaint
11/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Save yourself the time and money & avoid this company. This is very unprofessional. They say one thing and do another . They over charge you, dont give you the refund . Make up charges . They charges me for fees they never mentioned before and said dog hair .. which I didnt know ever have a dog with me . They dont care about their customers at all. I very much regret this. I try and support smaller businesses but its def much more than a better and bigger company. Drop off location was not what it matched on the contract, that I missed my flight . Never again!!Initial Complaint
08/10/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I rent a car from Carvel for a week for $794.99. Once I returned the car to the very small office no one was there so I call and the lady I had dealt with each time states she was away to leave the keys in the car she could see me on camera. I didn’t like that ideal but I did being I had a plane that was leaving soon. I asked the lady to call me to help me feel better that she’d received and proceeded the rental return. The next day I checked my account and there was a $200 pending. I reached back out to this lady she said she had no ideal of what the fee was for. That is was the administrating office who must of did the charges I asked for the number she replied they don’t have a reachable number you’ll have to email them. So she texted the email to me and I sent email asking for explanation on the $200 charge never to get a response. Also I asked why she didn’t call when she processed the car she stated she was busy and totally forgot. So today I we to account and seen that there was another $300 charge from this Carvel car rental. They will not respond I have contacted CC company and informed them on what is going on I will dispute these charges. This place has horrible reviews and of the same thing that’s happening to me.Business response
09/05/2023
On July 26, ******** ******* came to our office to rent a vehicle with us, to do so, she had to sign a rental agreement accepting all of our terms and conditions.
On the rental agreement, it is explicitly said that customers are prohibited from smoking inside of our vehicles.The customer returned the vehicle on August 2nd following our instructions, I must add that while the office was not occupied at the moment she arrived, we did offer her a ride to the airport and an agent was getting to the office and was 2 minutes away from her location to receive the car.
Shortly after the vehicle was dropped off, the agent inspected it and sent the report to administration.
The vehicle had in fact been smoked in, and as stated on the contract, there is a fee of $500 for smoking in the car. This fee was charged to the customer's security deposit of $300, and a separate charge of $200 was incurred to cover for the remaining due amount.When the customer called to inquire about this charge, she was indeed notified by the agent over the phone that they were smoking charges, to which the customer just said the she would dispute it with her bank and hung up.
We have attached the signed rental agreement, customer's driver's license, and all of the receipts regarding this contract. Please reach out to us once again if more information is needed.
Customer response
09/07/2023
Complaint: ********
I am rejecting this response because: This information is not the truth. After several attempts and making contact with BBB financial institutions this company says it was for smoking. This company puts this in the contract to justify STEALING money from people. I never smoked in the car in fact I’m a non smoker. So how did they come up with this fact. And when I dropped off the car no one was at the small janky business and I was notified to leave the keys in the car. This company has many accounts of ripping people off just look at the reviews. Horrible place of business to lie on customers to steal money. So they are accusing me of smoking and it never happened. So because they say so I was charged $500. This is unfair on so many levels. Do not rent from this company they definitely scam customers out money.
Sincerely,
******** *******
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Contact Information
Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.