ComplaintsforDM Prime

• Initial Complaint

  01/05/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I booked with DM prime for a car rental. They said they were charging a $300 security deposit that would be refundable upon the return of the car. We returned the car (on time, full tank of gas, and CLEAN). We booked in September and I still have not received my deposit back. I had to physically go back up there since they don't answer virtually, and he claimed my refund comes from ******. ****** then turned around and told us the real reason he charged $300. It was a $250 cleaning fee and $50 smoking fee. None of us in the vehicle smoke at all and nor was the car dirty. I asked to see pictures of the car dirty and he wouldn't show me. Upon research and looking at their reviews on google, apparently this is a scam they are running on everyone that books with them. No one receives their deposit back even though they claim it's refundable. Also - their name on google is DM Prime Car Rental. After I went back and tried to tell them what they're doing is a scam and that they're lying about the car being dirty/smoked in - they told me "well people rent a car and then rent it to someone else." Assuming that's what I did even though I was the one who picked it up and returned it and. He uses the "smoking" and "cleaning fee" as his cover up so that when people dispute - it's easy to say the renters were in the wrong for smoking and leaving it dirty. However it's easy to show proof of a dirty car by simply making it dirty themselves and snapping a few pictures. I then said I would be reporting him and he said "go ahead, I have your address." In which I took as a threat, then proceeded to slam the door in my face. I just want my $300 back and for no one else to have to go through this experience blind-sided like I was.

  Business response

  01/09/2023

  Hi,
  
  The use of the car is private and the responsibility of the person who made the reservation and payment.
  
  Lending or re-leasing the vehicle to another person is a breach of contract.
  
  The vehicle was picked up by Mrs. ******* and returned by herself (as the camera images show), the problem is not there, but who used the car during the trip, the car came back with garbage in the trunk and a giant odor of marijuana . We had to do detailing for odor removal on a vehicle whose market value is over $40,000.00. It is unacceptable to read this type of message.
  
  We were cursed and mistreated by ******* where we received the threat "don't worry you'll see" we have recordings from the store's internal and external camera system.
  
  Nobody said that it was ******* who smoked in the vehicle, but that the car came back with a horrible odor. We asked if the car was borrowed and he wouldn't have a problem telling us, but ******* started screaming.
  
  Thank you.

  Customer response

  01/17/2023

  
  Complaint* ********
  
  I am rejecting this response because:
  The response is incorrect. When I went to the business office he said that the car smelled like smoke, which I responded that I do not smoke. He never even mentioned marijuana. So now he says it smelled like marijuana? I was appalled of the accusations that he was making. That although I rented the car I could have rented it to someone else to drive. When he made that comment my response was "so that's how you get away with ripping people off". Yes i was very upset and spoke loud because he was lying about everything and had a horrible attitude about it, there was no resolution or proof involved. As a customer who gave him business, this is extremely frustrating. This company has 3.6 stars. As you can see from my original complaint, there are screenshots of many other people who have gone through the exact same situation as me. I find it ironic and bizarre that I, amongst many of the people in the reviews are being accused of the same thing??? I turned the car in completely clean, actually cleaner than when I got it. There wasn't any kind of trash in that car when I returned it. This company is a fraud, just like many of the reviews have stated. And referring to my comment of " you'll  see" refers to that they would definitely be seeing my complaint since I told them that i was going to report them, which is when he said " go ahead I have your address" and got up and closed the door on me. How do you explain that threat of "I have your address" ? So since there's camera footage of me being there can we release the footage of you threatening me? All I want is my deposit back because I turned in the car clean and smoke free. Again, go and read the reviews of how so many got their security deposit stolen among all the other false claims that they are saying. I'm not sure how it's even believable that I would be lying about this. This is people's money that they are playing with. Money that some of us may not even have. It's unfair and cruel. 

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

• Initial Complaint

  12/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The rental car company, DM Prime, quoted $154.44 for vehicle rental on Booking.com. The service is purchased via Booking.com however; DM Prime asks for additional fees and a security deposit through a separate transaction outside of Booking.com. They deduct fees from the security deposit without an itemized receipt of what is being charged. In my opinion, they have baked in fees through the security deposit that they have no intention to return. Thus an advertised low price on Booking.com more than doubles after you have completed your rental. My final bill was $442.44. I would have never rented a car from them if I had known what my final payment would be. I would have rather gone with one of the major car rental companies as it would have been the same price or cheaper. I believe this is an unfair and deceptive practice.

  Business response

  12/06/2022

  All costs have been sent to you, you have signed the terms and conditions and it is described on the first page that you have signed.
  
  did you receive the refund in a timely manner and why write these things?
  Please read the terms and conditions carefully before saying this.
  See Attachment/File: refund Jaff.jpg

  Customer response

  12/07/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  No the refund was not timely. I received $67 of the $250 security deposit 15 days after my returned the car only after calling Booking.com. The receipt that was sent is nonsensical. You advertise one price on Booking.com, but the actual price is more than double and the way you achieve this is by taking most of the security deposit. Please do not act surprised that most if not all of your customers are taken aback by this practice. I asked for an itemized receipt and this is what was sent.
  
  Security Deposit 1
  $250.00
  
  Select *********** ********* ********** options: Third Party Protection (per day), Quantity: 5) 5
  $85.00
  Tax 1
  $5.53
  
  Total
  $340.53
  REFUND
  Amount Refunded
  -$67.00
  Reason: delivery fee, airport ticket, tolls
  

  Business response

  12/09/2022

  Good afternoon,
  
  All costs are in the company's lease agreement and booking
  
  Have you read and signed and paid, used the service and are disputing a charge that was signed and paid by you?
  
  Review your attitude, as this may generate a higher cost than necessary.
  
  Thanks.

• Initial Complaint

  11/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  October 5, 3022 I booked a 3 day car rental for $58.29/day plus $51.00 for insurance. I received an invoice for $225.87. I agree with this amount. However my credit card was charged $234.63 and DM cannot explain this to me. They keep saying that this is the car rental fee. I then paid $300.00 for a security deposit and $51.00 for insurance (which I thought was included in the original invoice). Not only do I feel like the amount is incorrect but I also have not received my deposit back. After many emails back and forth I cannot get a straight answer.

  Business response

  12/01/2022

  Business Response /* (1000, 5, 2022/11/08) */ As discussed with the client by email and phone, we sent all the documents. We send in detail (agreement attached) all charges.

*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. ↩