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:04/02/2025

  Type:Order 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.

  Rented a car that was $47.56 cents on priceline. When I get there I gave them my statefarm insurance and they demand I pay and administraitve fee for tolls, or damage I might inquire. A fee that I cannot get back. This company is a scam

  Business Response

  Date: 04/03/2025

  Dear ******* *******,

  We can not locate any records with the name ***** ********* as a renter. We looked in our contracts database as well as in the Priceline reservation emails. Most likely the rental was not under the complainant's name. Even so, the Terms and conditions of the booking clearly states that the price paid at the time of booking only includes the base price of the vehicle and the basic Third Party Liability. This price does not cover any other insurance coverages, such as Collision Damage Waiver, SLI, and any toll road packages selected at the counter. Before completing the booking process the customer has to acknowledge that he/her read and agreed with such terms and conditions. However, without further documentation we can not address any other specific concerns.

   

  Thank you.

  Sincerly,

  ******* *****

  Global Car Rental

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23153430
  
  I am rejecting this response because:

   

  I understand your explanation regarding the booking details and terms. However, the rental was booked for my wife, ******* *********, and I expect this matter to be properly reviewed. If there was an issue with the reservation name, I need clarification on how this affects the rental agreement and any charges applied.
  Additionally, on Pricelines website, there was no clear information stating that only basic Third-Party Liability coverage was included. This is a crucial detail that should have been made explicitly clear before booking.
  For rental cars, Third-Party Liability Insuranceoften called ******************************** (SLI)covers damages to other people's property or injuries to others caused by the rental car driver, while Collision Damage Waiver (CDW) covers damages to the rental car itself. I have my own insurance that provides this coverage, meaning I did not need to purchase additional insurance.
  However, when I arrived to pick up the vehicle, I was told that if I did not purchase additional insurance, I would not be allowed to rent the car. This was demanded of me, leaving me with no choice but to accept it. It was 8:30 at night, and I had no other options if I wanted to get to my hotel while on vacation. This practice is unacceptable, and I expect a resolution regarding the charges for insurance that I did not need or willingly agree to.
  Please provide specific details regarding the reservation under her name and any relevant documentation supporting your claims. I look forward to a prompt resolution.
  
  Sincerely,
  
  ***** *********

  Customer Answer

  Date: 04/14/2025

  Company attempted to bill another $10.89 cents to my card in addition to the invoice paid previously

• Initial Complaint

  Date:01/03/2025

  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.

  Upon car rental I provided everything needed but when showed proof of insurance they denied me service to rent a car from them due to my cars shown on id car not being newer than ************************************************** the terms and conditions I pulled up the terms and even asked the employee to click and show me where his words were coming from and he could not provide the exact rule about renting a car but need a car of your own above the year 2015. Ive read it multiple times it does not state that at all and even he could not provide that claim in written proof. All that was stated was if you provide your own insurance you will need to show proof of insurance from letter/documentation or id cards. Very scammy business as customers prior to me were getting hidden fees forced onto them nearly 2x their price.

  Business Response

  Date: 01/05/2025

  Thank you for sharing your feedback and for bringing your concerns to our attention. We take all feedback seriously and strive to address any misunderstandings with clarity and professionalism.
  It is a standard requirement in the car rental industry that any insurance policy used must meet minimum coverage requirements. This ensures adequate protection for the vehicle, the renter, and third parties. As all our vehicles are new and valued between $30,000 and $40,000, it would be impractical and risky to accept an insurance policy that provides insufficient coveragefor example, one with a limit of only $10,000. This standard is both logical and necessary to safeguard all parties involved.
  We understand your frustration and regret any inconvenience you experienced. However, our team follows established policies, and we make these requirements transparent in our terms and conditions. We would also like to clarify that all charges and conditions are communicated upfront, and we work diligently to avoid any unexpected fees for our customers.
  If you have any further concerns or require clarification, we would be happy to address them directly. Your satisfaction and understanding are important to us, and we hope to resolve this matter amicably.
  Best regards,
  Global Car Rental

  Customer Answer

  Date: 01/05/2025

   
  Complaint: 22763588
  
  I am rejecting this response because: This rule makes no sense and it is not clearly stated coverage is coverage its not my coverage plan that is old it is my cars Ive talked with many people about this issue and they can agree that this non written statement is unheard of and has never been used with any similar car rental companys I have used many companies to rent and have never encountered this problem that again is not clearly stated in writing.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:11/13/2024

  Type:Order 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.

  Hello, I booked a car rental from this company through ***********. The rental price was $134.85 of which was paid months in advance. There were no additional fees listed or required. When I picked up the vehicle they added a total of $297.62 of additional fees and services that were not disclosed or requested. I had no choice but to pay the money since we were already brought to their location away from the airport and we needed a vehicle. I have attached the agreement showing the fees. Most of them seem made up and this company seems very fraudulent in their business practices. I disputed them at the time and they said it should have been maybe listed under some other location during the booking process. I looked again and there was no disclosure to any of it.

  Business Response

  Date: 11/16/2024

  Thank you for sharing your experience. We regret any inconvenience you may have encountered with our service. We would like to clarify that the amount paid through *********** only covers the cost of the rental days for the vehicle and does not include local taxes, fees, or insurance, which must be paid at the time of vehicle pick-up. This information is specified in our company's terms and conditions and is provided by *********** along with the reservation voucher. In your contract, the charges made correspond to local taxes and fees, as well as insurance.

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22549911
  
  I am rejecting this response because:

  I have read what I was provided through *********** and it only lists local fees which I would assume would be reasonable. The total price of the rental was already paid. I also provided my own proof of insurance and was never asked from anyone at the business about additional insurance or any of the associated fees I was charged. 

  Why a surcharge for $10? No explanation?

  What is a energy recovery fee of $7.25? No explanation?

  What an administrative fee of $25? That is part of the reservation and having a business.

  Why an additional booking fee of $9.99. It was already booked.

  Why a loss of use fee for $49.95? That makes no sense and seems very "made up"

  Why a vehicle license recovery fee of $12.50. No explanation.

  Why an airport conception fee of $20.23. No explanation.

  Why supplemental insurance for $149.95 when I was already covered, proved and showed that I was, and had no communication about any additional insurance? 

  I have rented vehicles many times in the past and have not had to pay for any of these additional fees or additional insurance unless requested. This business clearly operates unethically and makes the majority of their money on hidden and made up fees which I have not seen anywhere else. They are clearly unethical in their practices which is the basis for the complaint with the BBB. I don't want others to fall to the same fate.

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

  Business Response

  Date: 11/21/2024

  Dear Mr. **************** are reaching out again to address your latest response and to reiterate some key points:
  You did not make any payment to Global Car Rental. This includes the fees you mentioned, as these were never applied in your case since the transaction was not completed. There is no evidence of any charges incurred on your end.
  The $222 compensation you received from the intermediary platform demonstrates that reasonable measures were taken to address your concerns, even though none of these fees were charged by us.
  Regarding the fees you listed:
  These are clearly outlined in our policies and terms, which every customer must agree to when making a reservation.
  These fees were not applied to you since, again, you did not finalize the rental agreement or make any payment at our location.
  Its important to emphasize that your decision not to proceed with the rental nullifies any claims regarding hidden or invented fees. The fees are publicly disclosed and are standard in our industry.
  Lastly, if you believe your complaint holds merit, we encourage you once more to pursue this matter through legal channels. As of now, we find no basis for your allegations. Your compensation has already been handled by the intermediary platform, and there is no further reason to continue making baseless accusations against our company.
  
  Sincerely,
  Global Car Rental

• Initial Complaint

  Date:10/23/2024

  Type:Order 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.

  Dear Madam or Sir,I am writing in regard to Global Car Rentals fraudulent and criminal commercial activities, which constitute violations of the Florida Deceptive and Unfair Trade Practices Act.I write to file a formal complaint of fraud stemming from an illegal breach of contract that led to the ***************************** being called to the business location, and the subsequent filing of a police report.I write to ask your office to thoroughly investigate the legality of Global Car Rentals operations, given the significant number of similar complaints submitted against the business for deceptive and unconscionable practices (see below).I write to request your offices assistance in recovering $475 in relief, representing the expenses incurred as a result of Global Car Rentals unfair and illegal business dealings.More details on this complaint can be found here: ********************************************************************************** Thank you.

  Business Response

  Date: 10/23/2024

  Thank you for your feedback regarding your recent experience with Global Car Rental. We take all customer concerns seriously and appreciate the opportunity to provide clarification regarding the situation.
  Firstly, it is important to note that you made your reservation online, and as outlined clearly in the terms and conditions, our policies require payment for tolls and insurance at the time of rental. These terms are made available to all customers during the booking process, and we encourage thorough review before confirming any reservation.
  In your case, you decided not to proceed with the rental. As such, no services were provided, and no charges were made to you. It is also important to state that, at no point, did we receive any form of payment from you, either online or in person.
  Furthermore, the ***************************** did visit our location following your call, and as they clarified to you, there was no illegal activity on our part. Our business operates within the bounds of Florida law, and no fraudulent practices occurred in this matter.
  We recommend, in the future, carefully reviewing the terms and conditions before confirming any online reservation to avoid misunderstandings or incorrect assumptions about our policies.
  Thank you for your understanding, and we wish you the best in your future travels.

  Customer Answer

  Date: 10/23/2024

  Complaint: 22463605
  
  Dear Madam or Sir:

  I do not find this response from the business satisfactory.  It is a perfect example of the deception and dishonesty of the company. 
  

  The company states in their response and as outlined clearly in the terms and conditions, our policies require payment for tolls and insurance at the time of rental.  
  

  It is easy to prove this company is lying and dishonest.
  

  In my complaint, I include the confirmation email that was sent from Global Car Rental, which they should read.  In their confirmation email, you will see there are no Terms and Conditions in the email.  There is in fact a Rental Policies section, but there is not one mention of the word tolls.  
  

  This small and simple example shows how the company reflexively sends out canned responses that are easily proven untrue.
  

  I would ask the company:
  a.  Why is it important to note the reservation was made online?  Why is that significant given were in the year 2024 and 70% of car rentals are made online?  This is a smokescreen for the company.
  b.  Where are the Terms and Conditions in the confirmation email they sent to me?
  c.  Where is the term tolls in the confirmation email they sent to me?
  d.  What are the costs of the tolls and insurance and where in the confirmation email they sent is that information included?
  e.  Is the company asserting that they did not accept my credit card online? If so, how did the last 4 digits of my credit card appear on their confirmation email? 
  f.  Is the company asserting that **** did not physically take my credit card and information?  The company clearly knows that they did take a form of payment, and are of course in possession of my payment information.
  

  To the BBB representative, I would love to get your judgment at this early juncture of the veracity of Global Car Rental.  Do you see the term tolls or Terms of Service in the confirmation email I included?  Is it plausible that they did not take a form of payment and for my credit card details to appear in their confirmation email?  I know the BBB has already assessed Global Car Rental with an F rating, but I would genuinely like to know the agencys response to the blatant lies Global Car Rental has already put forth.
  

  Thank you,
  *****

  Business Response

  Date: 10/26/2024

  Dear Mr. ********************** you for your message. We understand your comments and would like to clarify a few points regarding your statements.

  
  Firstly, and to avoid any future misunderstandings, we invite you to visit our website and attempt a test reservation, where you will see that our terms and conditions are clearly displayed during the booking process. These terms specify our payment requirements, including tolls and insurance, which are standard in the car rental industry and are communicated transparently.
  Additionally, we would like to remind you that at no point were you required to use our service; in fact, you chose not to proceed with the rental. As such, no services were provided to you, and no charges were applied. Given that you ultimately chose not to complete the rental, we do not consider you a customer of our company. It is also the policy of Global Car Rental to reserve the right to serveor not serveany individual who does not wish to comply with our terms and conditions.

  
  We hope this response clarifies any remaining misunderstandings.

  
  Sincerely,

  Global Car Rental

  Customer Answer

  Date: 10/31/2024

   
  Complaint: 22463605
  
  Dear ******* (and Global),
  
  It was nice talking to you today, as well.  I have read the companys most recent message and I do not accept it, and do not find it acceptable.  In fact, I find it further evidence of their deceit and dishonesty.
  
  First and foremost, Global, again, has failed to address the most basic issue: why was the email confirmation they sent to me not honored?  Why do they continue to evade this basic issue?  In their latest message, the company asks that I visit the website for a test reservation.  Why would they ask me to create a test reservation when I have an actual reservation?  This is the companys attempt to deflect from their fraudulent ways.  Again, I ask Global the simple question why was the price on the email reservation confirmation not honored?  Or, even simpler, can Global explain how I was to interpret the email reservation confirmation?
  
  Second, I did go to the website for an actual test reservation and the terms and conditions are not clearly displayed, and the tolls and insurance are indeed optional, as you can book a reservation without clicking those options.  Again, were at the point of foolishness with Global, as their own recommendation proves my point you can book a reservation without tolls and insurance, and therefore the price when a customer arrives at the counter should not be increased 10x.
  
  Third, Global will surely find out through the legal channels that when I input my credit card and agree to the reservation, a contract is indeed executed.  
  
  In closing, I was glad to hear during our conversation, *******, that the BBB does read these messages and assigns a rating, such as Global Car Rentals current F, when the BBB determines the company is not replying in good faith, which is clearly the case here.
  
  Thank you, too, for the recommendation to contact the ****************************************************** and Floridas Attorney Generals Office.  I have already contacted the AGs office, but will also contact the **********************************************, in addition to Expedia, which I have also recently contacted.
  
  ***** *****
  
  

  Business Response

  Date: 11/18/2024

  Dear Better Business Bureau,
  
  We appreciate the opportunity to respond to Mr. ****** concerns and provide clarity on this matter. Our records reflect that Mr. ***** did not make any payments, either online or at our office, for the reservation in question. Despite this, ***** has already processed a refund, which Global Car Rental did not agree to, as no funds were ever received by our company.
  
  To address Mr. ****** specific points:
  Email Confirmation and Reservation Terms: We have consistently maintained transparency regarding our reservation process and policies. The email confirmation Mr. ***** refers to outlines the details of a preliminary reservation, which clearly indicates that optional services, such as insurance and tolls, are available and can influence the final cost. At the time of Mr. ****** arrival, he declined to use his own insurance and did not accept the terms of our provided insurance, which led to the cancellation of the reservation.
  Website Terms and Test Reservation: As part of our customer support, we suggested a test reservation to allow Mr. ***** to review our terms and conditions in full. These terms, including optional services, are clearly outlined on our website. While tolls and insurance are indeed optional, they are offered as part of our service for the convenience and safety of our customers. The final ********************** agreement reflects any additional services selected or required.
  Contractual Agreement and Payment: No contract was formally executed, as no payment was processed by Mr. ***** at any point. Reservations are confirmed upon agreement to the terms and acceptance of payment at the counter, which did not occur. This underscores that no binding contract existed between Mr. ***** and Global Car Rental for this transaction.
  
  In conclusion, we believe this matter has been sufficiently addressed and resolved. Mr. ****** continuous correspondence with various agencies and entities is noted, but it is our position that further communication on this matter is unwarranted. We respectfully request that the BBB close this case, as all necessary explanations and efforts have been made to resolve Mr. ****** concerns in good faith.
  
  Should these unfounded claims persist, Global Car Rental reserves the right to consider additional measures to protect the companys reputation and prevent further undue strain on our resources.
  Thank you for your understanding and cooperation.
  
  Sincerely,
  Global Car Rental

  Customer Answer

  Date: 11/20/2024

  Here is proof of insurance, which of course, proves the inane claim that I did produce it, given it would have saved me money. 

  Customer Answer

  Date: 11/20/2024

   
  Complaint: 22463605
  
  Hi *******,
  
  I reject this and would love to get your adjudication on this matter.  Putting aside your agency's current "F" rating on Global Car Rental, and just looking at the merits of this case, can you share an indication of your opinion on this matter and confirm what rating you will assign this company.  Global continues to respond in very vague and dishonest ways, and this latest message reaffirms these tactics.
  
  By way of recap, 
  1.  On 10/14/24, I went online and booked a car rental on Global's site, and received a CONFIRMATION EMAIL with a TOTAL PRICE of $33.00
  2.  On 10/17/24, the Global shuttle picked me up from the airport and drove me 15 minutes to their rental location.
  
  I included the confirmation email in the attachment and THERE IS NO DEBATE ABOUT THE ABOVE 2 ITEMS.  Now, I've traveled to 105 countries and all 50 states and so I have a lot of familiarity with car rentals and, travel in general.  I say this only to pose the question .... why would I not proceed with this rental???  Is it plausible that I would not proceed because I have no insurance (attached) and would not give proof to Global especially when it would save me money?  Is this likely?  Of course, not.  Global is playing the BBB and me for fools if their reason for me not proceeding with the rental is because I declined to give them my insurance (the video camera in the office will show me hand my phone to ****, the agent, to take my insurance details).
  
  It is my contention that Global waited until I arrived at the offsite location and demanded $325.00, even after providing my insurace.  I think a good test of their honesty is just to ask Global the following ... 
  a.  Why did Mr. ***** not proceed with the rental?  
  b.  What was the final price you charged to Mr. ***** and can you show anything printed that showed the rental price? 
  
  Two final points:
  i.  Global dishonestly states the email that has "Confirmation" written on it, is indeed Preliminary".  Where is the word "Preliminary" on the confirmation email?  Or are customers to guess on their own that a confirmation email is preliminary?  You see how they lie?
  ii.  Global wrongly believes that if the customer doesn't pay, then that means they're not committing fraud.  In other words, they are contending that because I did not proceed with paying 10x the confirmed price, than that means there is no harm done i.e., no fraudulent activity.  Do you agree with this?
  
  In closing, consistent with the overhwelming number of customer claims of fraud, and ********************'s own F rating, Global tried to extort me through fraudulent means and I will not rest until they refund me and resolve this issue.
  
  Sincerely,
  ***** *****

  Business Response

  Date: 11/21/2024

  Dear Mr. ************ have reviewed your comments and allegations with great care. Allow us to respond directly and definitively.
  First, if you truly believe your accusations of fraud hold any legal merit, we encourage you to pursue the matter through legal channels. You will find, as we are confident, that your claims lack any foundation. Global Car Rental did not receive any payment from you, nor did we charge you at any point. The intermediary platform you used to book your reservation, as a gesture of goodwill, has already provided you with a compensation of $222. This demonstrates that your concerns were addressed fairly, even though no transaction took place with us.
  Regarding your narrative:
  Your claim that we demanded $325.00 is unfounded and unsupported by any evidence.
  You never completed the rental agreement or made a payment, which nullifies any allegations of harm or fraudulent activity.
  Lastly, we take our commitment to clarity and fairness seriously. If you continue to make baseless and defamatory accusations against our company, we will have no choice but to protect our reputation through appropriate legal means.
  We consider this matter resolved. Should you have valid, evidence-based concerns, we remain open to review. Otherwise, we respectfully ask that you refrain from further unwarranted attacks.
  Sincerely,
  Global Car Rental

  Customer Answer

  Date: 11/26/2024

  Complaint: 22463605
  
  Dear Global,
  
  Thank you for your advice and encouragement.
  

  Beyond the circuity of your reply, you still havent answered the crux of the issue, which I outlined in 2 simple questions:
  1.  Why did I not proceed with the rental?
  2.  What was the final price you proposed to charge me, and can you show anything printed that showed the asking rental price?
  

  I appreciate your attempt to circumvent the crux of the matter (not to mention have us ignore the same pattern of dishonesty and fraud that is lodged against your company on record from complaints to this agency and others) but the fact is you committed fraud by not honoring a price that was confirmed, and you cannot even produce an invoice/bill/price of what you expected me to pay if you werent going to honor the confirmed price in the confirmation email.  For all your blather, you cant even say here is the price we asked Mr. ***** to pay, and he refused.
  

  Finally, I also appreciate that you want this matter resolved but to be reiterative, I will not rest until you provide a refund.  And I invite the BBBs opinion on this matter.
  

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

• Initial Complaint

  Date:10/16/2024

  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.

  Rented a car on October 13 2024 thru *********** for an ******* vacation. Arrived at the airport and was picked up by global car rental and brought miles away to their office. The front desk guy added a bunch of extra charges the main one being a supplemental insurance that we verbally declined. He insisted over and over that its Florida state law that we purchase that line item. We were stuck with their office with no choice. Confirmed later that its not required by law and we were scammed . They need to drop any hold and charges on my cc

  Business Response

  Date: 10/17/2024

  Dear Customer.
  
  Thank you for taking the time to share your feedback. We regret that your experience with our service did not meet your expectations.
  We would like to clarify a few important points:
  Location of our office: When booking through ***********, the terms and conditions clearly state that our office is located off-airport, and we provide a shuttle service for the convenience of our customers. This information is available at the time of booking.
  Supplemental ******************* (SLI): As per our policy and as detailed in the terms at the time of booking, if the customer does not have their own liability insurance, the purchase of SLI (Supplemental *******************) is required. This is a standard practice to protect both the customer and the company, and is not in violation of any state law.
  Option to cancel the reservation: At no point were you forced to continue with the rental. If you were not in agreement with the terms, you had the option to cancel the contract before signing it. Since the contract was signed, accepting the terms and conditions, no refund is applicable for the charges incurred.
  We apologize for any confusion and appreciate your understanding.
  
  Sincerely,
  
  ******* *****
  Owner
  Global Car Rental

  Customer Answer

  Date: 10/17/2024

   
  Complaint: 22431615
  
  I am rejecting this response because:

  you are purposely twisting the words of my complaint and pretending to not understand what you did. You stated that providing supplemental insurance is not against state law, I know that. YOU told me that it was Florida State Law that I purchase the supplemental insurance. I supplied your business with my insurance information and you still insisted that it is Florida law that I purchase your extra insurance. You purposely lie and mislead customers to make a buck 
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 10/26/2024

  Dear Mr. ************************ you for taking the time to express your concerns.

  
  We would like to clarify that it was never our intention to confuse or misrepresent the terms of the reservation. We understand your frustration, and we would like to reiterate that, according to our policies, supplemental liability insurance (SLI) is requested in cases where a customer does not have liability coverage valid in the state of *******. We apologize if there was any miscommunication regarding this requirement.
  Our team is committed to providing clear information to our customers, and we will review this case internally to ensure that our policy explanations are as transparent as possible moving forward. We appreciate your feedback, which helps us improve our service.

  
  Thank you again for your understanding.

  
  Sincerely,

  Global Car Rental

• Initial Complaint

  Date:05/22/2023

  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.

  First off, I can't believe a scam of a company is allowed to be in business. It is completely dishonest to surprise customers with additional fees after they have paid in full for the rental. Second, they took a deposit and refunded less than the correct amount. This company needs to be under investigation; it's a shame scammers like these men exist even in the car rental world.

• Initial Complaint

  Date:03/28/2023

  Type:Customer Service 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.

  To Whom It May Concern, I rented a car through Global Car rental for the dates of 03/05-03/11/23. I rented the car through ************** under the understanding that we will be picked up at the Orlando (MCO) airport. The instructions tell you to; Please call *** ************** ********** on arrival. Follow the 'Ground Transportation' signs. A shuttle will take you to the rental counter. There isn’t a “counter” to go to, in order to place a phone call. The number to call was invalid also. I had to do a deep dive in order to figure out the number to eventually call. The driver took approx. 30mins to arrive then could not speak any English. I had to upload an app to translate English to Spanish. We arrived at the rental office (not the address given on the contract) with no one in line in front of us. We had our booking number and contract information with us on our phones. The gentleman took our information, even though provided on the contract, and kept typing. He then wrote out on notebook paper that we had to pay a $250 deposit, which we knew about, a $96.21 tax on the deposit, and a $71.94 SunPass fee. When making the reservation, we had no knowledge of the Sun Pass fee. However, the $96.21 tax was included in our full payment we made online at the time of the reservation. The contract even states the $250 includes tax, not plus tax. We argued with the gentleman and he called his “supervisor”. He spoke the entire conversation in spanish. He then hung up and said my manager said since you do not agree with the taxes then we will cancel your reservation and you will have to find a way back to the airport and you lose the fee you paid for the rental. He said a British company owned the business and that’s their tax. We were 16hrs from home at an offsite location from the airport and there was no way we could let them cancel the reservation. We were VERY upset. We finally paid the tax and sun pass so we could get the rental and start our vacation. We got in the car and down the road to find out there was no windshield wiper fluid. My rental also says that the car needed returned to the airport. The guy at the office advised that we must return it to the car rental office and not the airport. He said we would lose our deposit if we returned it to the airport. There was a family behind us and their contract stated the same thing regarding paying their rental fee up front and tax included in the deposit. So they already knew what was coming and was very upset. This company has committed fraud. It has taken over 2 weeks to get the deposit refunded to my credit card. There was a pending $0.01 charge on the card from Global Car Rental that I set up a claim for and blocked the company. I would like for the $96.21 and the $71.94 charges refunded to me in the form of a check. The company cannot credit my credit card now due to having to block them. image001.png image002.png

  Business Response

  Date: 09/30/2024

  Thank you for your communication, and we apologize for the inconveniences you have experienced with your reservation.
  We would like to clarify that your reservation was made directly through ***********, an external company with which we collaborate. When you made the reservation, you paid for the days of vehicle rental; however, as mentioned in the terms and conditions on ***********, tolls are an additional cost that must be covered at the time of pickup. This information is also resent in the voucher you receive after making the reservation.
  Furthermore, the terms and conditions clearly state that our company is located off the airport premises. However, we offer free pickup and drop-off service to the airport, which is also indicated in the documents you received.
  We recommend that our customers carefully read all terms and conditions before finalizing any booking process to avoid misunderstandings like the one you encountered.
  Regarding the $250 deposit, we want to inform you that it has been fully refunded. The deposit is held as a "hold," and when the refund is processed, you will not see a +$250 charge; instead, the merchant makes a $0.01 charge. The remainder of the deposit reflects directly in your account balance. If you look for the $250 charge in your transactions, it will no longer appear as such, as it has been converted into a credit in your account, and the $0.01 charge is merely an administrative procedure.
  We appreciate your understanding and are here to assist you with any further inquiries.

• Initial Complaint

  Date:11/10/2022

  Type:Service or Repair 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 reserved a car from Global Car Rental September 1 , for use on November 4 in Orlando. When I went to pick it up they said that they do not rent to people over 65. I did check the third box on the application that I was over 21 but the information about not renting to people over 65 (I'm 68 and have no accidents or tickets) was buried very deep in their policies under "what to bring at pick up." I feel that it was deceitful and unethical for them to bury that critical information so deep in the paperwork. It should have been up front and transparent. I believe they should refund my $482 and that ******** Airlines should refund my 21,000 miles. I feel it deceives elderly people by obscuring information like that deep in the small print. They asked a question about age as the third question on the application. If there's a cut off age they should be transparent and include it at that point in the process. Nobody wants to get that far into it and then find out that they can't get their money reimbursed. It's unethical. I wonder how many people my age have had their their money kept by Global. Shame on them and shame on ******** Airlines who have a large clientele of folks my age traveling to Orlando. Since I've been renting vehicles my whole life I brought all the appropriate documents at pick up but it was unacceptable because of my age.

• Initial Complaint

  Date:10/26/2022

  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.

  Had a reservation # ********** for 6 days oct 21st-oct 26th 2022 and they tried telling me my reservation was canceled when I finally got someone on the phone after waiting for 2 hours for a shuttle. They left my family and I stranded at the airport and said they would not get us and trying calling the company we booked them through. I called chase travel and they said are reservation was still active and not canceled when they got ahold of global they said they had no cars.....Are reservation was not canceled I even called and confirmed it. My family and I was left stranded and to get another rental which was way to much because all the other rental companies were booked. I'm looking to get my back for the amount we had to pay for another car.