ComplaintsforYou Tourist Auto Rental

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I prepaid for a rental a car from You Tourist Rental Car in ******* for a trip to *******/***********. When I got there, the attendant informed me I would need to purchase insurance from the company. I declined but from there it was one thing after another, they wanted to charge me for services I did not want or need or requested. The attendant then told me despite the fact the car was prepaid, they would not give it to me at all, then he drove my wife and I, both elderly and in our sixties, and kicked us out of his car somewhere in the middle of *******, at night, in a strange city. I never got the rental car, I never got a refund, and it ruined my vacation. Do not go anywhere near these thieves.

  Business response

  03/05/2024

  
  We want to extend our sincere apologies for the unfortunate experience you had with us during your recent attempt to rent a vehicle at You Tourist Rental Car. Your satisfaction and comfort are our top priorities, and we deeply regret any inconvenience that *** have arisen during your interaction with our staff.
  After carefully reviewing your case, we have identified some points that we would like to address to provide you with a full clarification of the situation.

  According to our records, your reservation was made through Rentalcars.com approximately six months ago.

  During the pickup process, our staff informed you of the need to have a valid and current car insurance to proceed with the rental.

  This requirement is clearly stipulated in the terms and conditions displayed when making the reservation through Rentalcars.com.
  Unfortunately, we were unable to validate your reservation due to a lack of documentation supporting adequate personal insurance.

  Despite our multiple attempts to explain the importance of this coverage, we understand that you did not agree with this requirement, as well as with the $300 security deposit, which is also mandatory according to the terms and conditions.

  
  We are saddened that we could not meet your rental needs on this occasion and have made every effort to find an alternative solution that would be viable for you. 

   

  However, as we were unable to meet the established legal and safety requirements, we were obliged to follow our internal policy and return you to the airport so that you could explore other available options. It was your choice and explicit request for the driver to drop you off at the *** rental car company, which is located less than 500 feet from our location. Despite our explanation that it was safer to take you to the airport, you insisted otherwise, and we had no choice but to comply with your demand.

  
  Regarding the issue of the refund, we would like to clarify that our company did not make any charges to your credit card. We recommend that you contact directly the company that made the prepaid charge for the vehicle and verify their refund policies.
  We deeply regret any distress that this situation *** have caused to you and your family.

  If there is anything else we can assist you with, please do not hesitate to contact us directly.

  We are here to help you in any way we can, and we hope that this situation will be resolved satisfactorily for all parties involved.

  We are attaching information that *** assist you in properly managing your refund: a copy of your reservation showing the exact amount you paid to rentalcars.com and the reference number for easier location in the system.

  Customer response

  03/05/2024

   
  Complaint: 21384651
  
  I am rejecting this response because:

  This company has a hard time with the truth. I did not rent a vehicle through rentalcars.com. I rented the vehicle through Tmobile Travel. It was not done about 6 months ago, it was over a year ago. And I did provide a copy of my insurance policy, which is enclosed, along with a screen shot of my sent emails showing I sent it to Youtourist rental car agency on September 30. I agreed to a $300 deposit, but then they told me I was required to give them $1000 in addition to what I had paid for a supposed "prepaid" car rental. I have contacted tmobile travel to request a refund but they are telling me that they have been in contact with Youtourist rental car on several occasions and You tourist refuses to cooperate. They dropped my wife and I off on the side of a busy street in dangerous conditions despite our request that the driver take us to the parking lot. He refused. 
  
  Sincerely,
  
  *******************************

  Business response

  03/06/2024

  
  
  We sincerely apologize for the inconvenience this situation has caused you, and we appreciate the opportunity to clarify the following once again:
  
  We recommend that you direct your complaint and request for a refund to the corresponding company. We, YOU TOURIST CAR RENTAL, did not charge your account, nor did we receive any payment from the third-party company you contracted to make the reservation.

  Our business relationship is with BOOKING HOLDINGS, which in turn works with a multitude of companies through which its sales channels are distributed. This is why you may see a message on each website such as the following: ********* TRAVEL is powered by ******************* a part of ********************** in collaboration with Priceline." Your reservation came to us through Rentalcars.com, which operates with ******** as shown in the attachments sent in our previous response.
  
  In this regard, we clarify that we did not provide any information that was untrue. Your interaction with our company did occur 6 months ago, not a year ago as you claim. From September 30, 2023, to March 06, 2024, is 6 months. The reason your insurance was not accepted was that it did not meet the necessary requirements specified in the terms and conditions of the reservation you made. As you can read in the documents attached by yourself in this complaint, your reservation does not qualify for refunds or changes after the scheduled date and time for pick-up, and in that sense, we cannot compel a third-party company to issue a refund to a customer who contracted directly with them, not with us.
  
  The report made by the staff member who attended to you is very clear in detailing the events. This same report is sent to ********, and based on their criteria and taking into account the conditions of your reservation, they approve or deny the refund in each particular case. Therefore, we respectfully request that you direct your complaint to the corresponding company. ********, like the different companies operating in the same industry, complies with legal parameters and applies due diligence to each particular case. I seriously doubt that the response issued by ******** was that we are not cooperating to approve a refund that is NOT within our jurisdiction to approve, much less do we have influence over the applied criteria.
  
  As evidence of the aforementioned, we attach:
  
  Terms and conditions displayed by ******** on its website, which must be accepted by customers before validating the reservation, clearly showing the *** requirement for which the insurance was rejected.
  Log report from the day of the customer's ********************** issued by our employee. Where it clearly indicates that it was your decision and explicit request to stay at Fox Rental Car and not return to the airport, which is our policy for safety in these cases.

  
  We hope that with this, the uncomfortable situation has been clarified, and we hope that your refund will be issued if applicable by the corresponding company.
  

  
  
  

  Customer response

  03/07/2024

   
  Complaint: 21384651
  
  I am rejecting this response because:

  Again, You Tourist Rental ********** provides misleading information. Their original communication regarding my complaint states According to our records, your reservation was made through Rentalcars.com approximately six months ago. This is inaccurate information, as I made the reservation over a year ago with Tmobiletravel.com. After proof of their error was provided, they continue to distort and evade the truth. The response from the company says In this regard, we clarify that we did not provide any information that was untrue. Your interaction with our company did occur 6 months ago, not a year ago as you claim. From September 30, 2023, to March 06,2024, is 6 months. No, I did not claim my interaction with them occurred a year ago. I stated, truthfully and supported by documentation that I rented the vehicle through Tmobile Travel. It was not done about 6 months ago, it was over a year ago. This was in response their claim that According to our records, your reservation was made through Rentalcars.com approximately six months ago. Logic is a skill that goes hand in hand with honesty.
  
  First they claim I did not provide my insurance information. When provided evidence that I did provide the insurance information, they change their story, once again, and claim it didnt meet some unwritten requirements. The screenshots they provide only confirm that I did comply with their written requirements, so the requirements they are now relying on are nebulous and unwritten. My insurance is through USAA and USAA provides veterans with top-of-the-line insurance. In fact, I was able to rent a car, in the same state, in the same city, in the same neighborhood, using the same information I provided to You Tourist.
  No, I didnt ask that they take me to the airport. My wife requested that. I requested at the time they take us to Fox rental car as I had already googled that establishment. But they didnt take us Fox rental car agency. They took us down the street and forced us out of the vehicle, on the side of a busy street,at night, in an area completely unfamiliar to us. We are both elderly, in our sixties, and I am a disabled American Veteran.  This is was horrible, despicable treatment if done to anyone, particularly elderly people, and could be considered elder abuse.
  
  They also say I need to contact Tmobiletravel.com, which I have done. Tmobiles response is that the company is refusing to cooperate.
  I had a prepaid agreement with You Tourist Car Rental. I did my part, they refused to do their part of the agreement by providing the car, as agreed to. Therefore, I am requesting a full refund.  
  Sincerely,
  
  *******************************

  Business response

  03/13/2024

  Once again, we sincerely apologize for any inconvenience this situation may have caused you and your family.

  Unfortunately, it is beyond our control to fulfill your request for a refund, as we have extensively explained in previous communications that no charges were made to your card by our company.

  You must direct your request to the corresponding company.

  Regarding the date of your interaction with our company, there is no room for correction; it was indeed 6 months ago.

  We cannot determine the exact date of your purchase on the website; however, we can confirm with certainty that your reservation was scheduled for September, 2023 (6 months ago). On that date, you visited our facilities through a third party to reserve a vehicle, which, as explained and accepted by you at the time of booking, must meet certain conditions.

  Unfortunately, you did not meet the specific requirements; your insurance coverage was not approved for use, and you also did not accept any alternative options offered. Under these conditions, the reservation cannot be honored, and the vehicle cannot be rented without proper protection for you and others.

   The report of the incident was forwarded to the company with which you contracted the service, and that company, considering the cancellation policy of your reservation, decides whether or not you qualify for a refund. Not us.

  As your reservation was not honored and you did not take the vehicle with us, they did not pay a single cent to our company. It is important for you to consider this when filing your complaint correctly.
  

  And furthermore, we adamantly deny the accusation of leaving two elderly individuals stranded on a dark road; that simply did not happen. In a manner that was arrogant and disrespectful, you specifically demanded to be taken to Fox Rental Car, and that is precisely where you were taken.

  Our customer service policy mandates the highest standards of courtesy, cooperation, respect, and kindness from our staff, even when dealing with rude and abusive customers. There is no distinction; we have a duty to uphold, and we do so diligently.

  We regret that we cannot assist you in the manner you demand. However, beyond providing specific and clear details such as reservation numbers and the contracted company, as attached in previous communications, we have no further contributions to make to this dispute.

  We appreciate your understanding and suggest once again that you contact the company that processed the charge to confirm with them the clear reasons why you have not received your refund.

  Thank you.

  
  

  Customer response

  03/18/2024

   
  Complaint: 21384651
  
  I am rejecting this response because:

  Again, this company has provided misleading and dishonest information in an effort to avoid their accountability. They say "...as we have extensively explained in previous communications that no charges were made to your card by our company." The reservation was made via Tmobiletravel.com, a participating travel ****** of ******* and Holding. They collect the money and forward to the responsible provider, in this case You Tourist Rental Cars. So they did indeed receive funds from me. I have contacted ***************** about the situation, as I have repeatedly stated, and they tell me that You Tourist is not cooperating with this issue and refuses to issue the refund. 

  I have proven that I met all the written requirements for the rental car. They claim I was I was "arrogant and disrespectful." After I met the requirements for the rental, the company then told me I would have to pay an additional $1000 for a prepaid rental. This is when I got upset. This is when they told me they would not give me the care no matter what, they refused to comply with the contract. Then they took my wife and I and dropped us off on the side of a busy road, at night, in a strange part of town with no concern for the safety of two elderly people, one being a 100% disabled veteran. 
  Sincerely,
  
  *******************************

  Business response

  03/19/2024

  Once again, we sincerely apologize for any inconvenience this situation may have caused you and your family.
  Unfortunately, it is beyond our control to fulfill your request for a refund, as we have extensively explained in previous communications that no charges were made to your card by our company.
  You must direct your request to the corresponding company.
  Regarding the date of your interaction with our company, there is no room for correction; it was indeed 6 months ago.
  We cannot determine the exact date of your purchase on the website; however, we can confirm with certainty that your reservation was scheduled for September, 2023 (6 months ago). On that date, you visited our facilities through a third party to reserve a vehicle, which, as explained and accepted by you at the time of booking, must meet certain conditions.
  Unfortunately, you did not meet the specific requirements; your insurance coverage was not approved for use, and you also did not accept any alternative options offered. Under these conditions, the reservation cannot be honored, and the vehicle cannot be rented without proper protection for you and others.
   The report of the incident was forwarded to the company with which you contracted the service, and that company, considering the cancellation policy of your reservation, decides whether or not you qualify for a refund. Not us.
  As your reservation was not honored and you did not take the vehicle with us, they did not pay a single cent to our company. It is important for you to consider this when filing your complaint correctly.
  
  And furthermore, we adamantly deny the accusation of leaving two elderly individuals stranded on a dark road; that simply did not happen. In a manner that was arrogant and disrespectful, you specifically demanded to be taken to Fox Rental Car, and that is precisely where you were taken.
  Our customer service policy mandates the highest standards of courtesy, cooperation, respect, and kindness from our staff, even when dealing with rude and abusive customers. There is no distinction; we have a duty to uphold, and we do so diligently. 
  We regret that we cannot assist you in the manner you demand. However, beyond providing specific and clear details such as reservation numbers and the contracted company, as attached in previous communications, we have no further contributions to make to this dispute. 
  We appreciate your understanding and suggest once again that you contact the company that processed the charge to confirm with them the clear reasons why you have not received your refund. 
  Thank you.

• Initial Complaint

  02/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  SCAM..renter beware! I rented a car through Priceline for an offisite car rental company called Nextcar. When me and my family arrived at the airport ***** picked us up in the car that we would be renting not a shuttle. It was about a 3 mile drive from the airport to a rundown plaza that looked empty. He pulled up in front of the business and it was very sketchy. The door was locked and he said they lock the door bc there are women that work there and it was for their protection. While inside, doing the paperwork, there was a video playing on a screen about insurance, On the wall was a large printed poster board about the insurance companys that are acceptable which mine was. He said that I needed the declaration page sent to him so he could send it to the back office to review to see if my coverage was acceptable. I waited about 30 minutes with my insurance carrier on the phone who told me I had adequate coverage for a rental vehicle. I knew I did bc I have traveled for work for last 20 years and have rented many vehicles and always used my own coverage. After 30 minutes, I was told to check my email that I was sent a document letting me know if my insurance was acceptable. Of course, it wasnt and they had all my deductible information wrong which is what I expected bc it was all very shady. In fact, ***** *** have even typed it up as I waited. I was told that if I didnt take their insurance he would take me and my family back to airport and I could rent a car there. The only reason I rented at this airport offsite was bc the reputable major car rental companies at the airport didnt have anymore SUVs. I had no choice but to take the car. He ran my credit card once for $182 through a credit card terminal that read You Tourist Car Rental then ran my card again for a security deposit for $320 through another terminal that printed a completely different address. He held my credit card behind the counter while I waited and I believe *** have typed my card information into the computer. Very unethical business practices. I would never recommend.

  Business response

  02/26/2024

  Thank you for sharing your concerns regarding your recent rental experience with Nextcar through Priceline. We understand the importance of addressing each issue raised and appreciate the opportunity to provide clarification.

  
  Firstly, we want to emphasize that Priceline's terms and conditions are transparent regarding policies such as no-shows, the use of personal insurance, and transportation services.
  Evidence of this clear information is provided on the website at the time of booking, and customers must read and accept these terms before continuing with the booking process.

  
  Your complaint appears to cast doubt on our company's management practices, accusing us of unethical conduct. However, it is important to note that we cannot defend ourselves against accusations that lack a solid foundation.
  Regarding the timing of your reservation, it's worth noting that your scheduled pickup time was 5:30 p.m., and you requested service after 6:50 p.m. Although the one-hour grace ****** provided by Priceline had expired, we still dispatched a driver in the same car to facilitate the delivery process and avoid delays, since our opening hours extend until 8:00 p.m.

  
  -Additionally, our office location, like many others in *******, is located outside the airport, exactly 4 miles away, as clearly stated during the reservation process.
  -Contrary to your perception, we are located in a spacious and well-lit shopping plaza, surrounded by renowned businesses and government offices.
  -Closing our doors is a standard safety measure to safeguard our facilities and staff, ensuring a safe environment for both staff and customers.

  -Informational videos displayed in our lobby are a requirement of our sales channels to ensure customers have access to essential information, including terms and conditions, which are often overlooked or omitted. This practice is common in establishments that offer services.

   Additionally, requesting your insurance declaration page is a necessary step to use your personal insurance, as stipulated in Priceline's terms and conditions. It is essential to verify that customers have valid coverage to protect the rented vehicle, as required by law.

  
  We understand your frustration with the insurance approval process. However, our policies are designed to protect both our company and our customers from potential liability. Unfortunately, in your case, the declaration page provided did not meet the minimum coverage limits required for rental vehicles.

  
  As for the payment process, two separate charges on your credit card, one for the required insurance and the other for the security deposit, are standard procedures.

  These charges are made through different terminals because they are separate transaction types: one is a purchase and the other is an authorization.

  Your credit card information is processed and stored securely in accordance with industry standards, and each employee is trained to handle sensitive data responsibly.
  In our opinion, the only shady thing here has been the insinuation that our employee ***** has drafted the response to his request to use insurance, or even worse that sensitive information about his payment method could be used for purposes other than those authorized.
  That is a serious accusation and in this company we take it very seriously.

  
  In conclusion, we want to reiterate that our procedures comply with industry norms and standards. Accusations of unethical behavior or scamming are unfounded and appear to arise from a misunderstanding of our policies.

  We are sorry for any inconvenience you experienced, but we assure you that every effort was made to provide respectful and courteous service.
  We appreciate your feedback and hope you reconsider your perception of our business. If you have any further questions or concerns, please do not hesitate to contact us directly.

  
  

  Customer response

  02/27/2024

   
  Complaint: 21345061
  
  I am rejecting this response because: on my reservation Priceline gave me the option to purchase insurance coverage and stated that if I didnt do so before pickup it could not be obtained at the counter.  I didnt need insurance bc I clearly had enough coverage and to double check that I sent the email I received declining my personal insurance to my agent and none of the dollar amounts matched my policy. Also, the blanket document that you sent me was not signed, you may want to consider adding a signature to be more professional.
  

  I have rented at the ********************** more times than I care to say using my personal insurance with zero issues.  
  

  I have never been scammed in my life from a car rental company until now. Forcing me to take the insurance or a ride back to the airport is very deceptive. It should be clearly stated on whatever sites your using that you will be forced to take our insurance bc basically thats what your doing blackmailing people to take insurance and the sun pass that they may not need. 
  

  If I had read the extensive list of complaints against this company ahead of time, I would have never rented from them. 
  
  Sincerely,
  
  ********

  Business response

  03/01/2024

  We will respond once again with all the clarifying information.

  Priceline offers its own insurance coverage, as you explained. They provide the option to purchase their coverage at the time of booking. If you do not do so at that time, you cannot do it at the counter when picking up the car.

  Vehicles must be covered by a valid and current policy, as indicated in the terms and conditions you read before payment. This coverage can be provided by Priceline, the customer's personal insurance, or the ********************** car company.

  You insist on stating, and I quote directly, "I didn't need insurance because I clearly had enough coverage, and to verify, I sent the email"

  We insist on clarifying that the document you sent with your coverage information did not meet the minimum limits required by our company to be used.

  It is not our intention to contradict you, and we understand your frustration.

  These coverage analysis processes can be cumbersome and make it difficult to understand the criteria applied for approval, which is why the terms and conditions are clear and specific.

  In the past, we have experienced significant financial losses by accepting insurances that do not apply.

  As a company, we assume that risk, and our primary commitment is to safety, first and foremost for our customers and third parties in the event of an accident.

  Unfortunately, the document we received with your insurance information was not approved by the department responsible for such evaluations.

  In this regard, we invite you to objectively and consciously reconsider your claims. We have read with great concern your allegation of being forced to pay for something you did not need and your use of such serious terms as fraud and blackmail, which could be construed as defamation if not accompanied by substantiated evidence.

  With much patience, we have observed how you accuse our employee of possible fraud and question our internal security and advertising policies without clear arguments.

  However, everything has a limit, and beyond that limit, our responsibility as a company is to act accordingly and involve our legal department to take appropriate actions.

  We appreciate and value your feedback. We regret that your experience has not been satisfactory and that you have found it so confusing to understand the terms and conditions of the contracted service.

  Beyond the clear explanations we have provided and the evident fact that you were not coerced in any way, as you always had the option to cancel the reservation and explore other rental options at the airport,

  we can only kindly invite you to refer this matter to our legal department with the corresponding evidence to initiate due process.

  If you feel that you have been deceived and forced to pay for something you did not need, we can only encourage you to pursue legal action.

  Thank you for your time, and we sincerely apologize for any inconvenience this situation may have caused.

  Customer response

  03/04/2024

   
  Complaint: 21345061
  
  I am rejecting this response because: I have rented vehicles multiple times in the **************** and have never in over 20 years had any insurance company tell me that my insurance was not acceptable. 
  

  The letter of denial that your company emailed to me wasnt even signed. 
  

  Also, I am not the first person to complain about being forced to take additional insurance that I do not need and would like a refund for that insurance that I was forced to purchase. 

  
  Sincerely,
  
  ********

  Business response

  03/05/2024

  We appreciate you taking the time to allow us to clarify the case once again.
  In this regard, it's important for you to know that the process of issuing responses for the authorization of personal insurance use does not require an authorized signature for validity. It is issued by the corresponding department and is carried out automatically upon receipt of the necessary documents for evaluation.
  There are numerous companies in the car rental sector, and You Tourist Car Rental adheres to the unified approach of prioritizing safety and compliance with the law. We respect the autonomy of other companies to establish criteria different from ours regarding their policies for accepting personal insurance. Therefore, the number of years or companies used by you in the past does not change or modify the reality of the facts in this particular case.
  The documents you provided as proof of your personal insurance did not meet the requirements established by our company to qualify for use. Your request was evaluated by the corresponding department, and the response was denied.
  You contracted and accepted an insurance service for which you paid, and that service was used.

  You rented a vehicle that included additional services that were charged for and used. There was no coercion or obligation in this practice; it was a contractual agreement signed and mutually agreed upon. If you did not agree with the service offered, you had the option of rejecting its use.
  It is unethical to use a service, understand and accept the terms, only to then claim that you were forced to buy something you did not need. You needed insurance, your personal insurance did not apply, and you were provided with a service that was used.
  We deeply regret to inform you once again that after carefully reviewing your case, including security videos that record the moment of your interaction with our staff, we have full and absolute confidence that our procedures fully comply with the ethics and professionalism that characterize us as a company.
  Therefore, we regret to inform you that your refund request is denied for the reasons explained above.

  
  In a gesture of our sincere intention to emphasize our commitment to customer satisfaction, we offer you a 15% discount coupon valid for one year towards your next rental with us.
  This coupon will be sent to your email address registered in our system.

  We hope to have the opportunity to serve you again, and we sincerely apologize for the inconvenience caused.

  
  

  Customer response

  03/06/2024

   
  Complaint: 21345061
  
  I am rejecting this response because:

  You are telling me once again I needed the insurance which is absolutely not true.  My choice was to accept or a ride back to airport at 8 PM, I was forced to take it. You can only play this game so many times. 

  
  Sincerely,
  
  ********

  Business response

  03/13/2024

   

  We have exhausted all possible responses for this case.

  Everything has been thoroughly explained in previous communications in a clear manner.

  If there are any other specific matters to address, please feel free to let us know.

  Thank you.

   

• Initial Complaint

  08/29/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Prepaid rental for 5/18/23 to 5/22/23(Memorial Day weekend) for $99.96 with rentalcars.com/reference *********. Upon arriving to pickup veh, told that I needed to pay an additional $153.76 for "supplemental liability insurance" before veh would be released...after having my ins co fax over documentation showing adequate coverage and explaining that with my 37yrs in the ins business I knew that my coverage was adequate. Employee ********* told me that SLI coverage was mandated by state of Fl, I called two other reputable rental cos that told me that SLI is optional if proof of coverage is provided by my auto insurance carrier, felt forced to pay with no other available options during the busy Memorial Day weekend. I have since called "Eddy" ************* who promised to get back with me...never called me back.

• Initial Complaint

  06/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  Scam Alert!!! I arrived from the airport to find out they want to charge me triple the rate I booked. I booked at $116 and they want to charge me $350, even though I have my own insurance. They force you to purchase insurance even if you have your insurance.

  Business response

  06/15/2023

  Dear BBB Representative,
  The customer rented a vehicle from You Tourist Car in Orlando, Florida. The customer prepaid $116.00 at the time of booking. As per the terms and conditions of the booking, this amount covers only the base price of the vehicle, Third Party Liability Insurance and airport fees. The customer had a remaining balance of $260.94. This amount covered the mandatory Supplemental Liability Insurance required at time of pick-up, and the road tolls package. The customer provided his insurance which only covered the Collision Damage Waiver, for which he was not charged. These charges are explained in the terms and conditions of the booking. The charges were also explained to the customer prior to signing the contract and the customer taking possession of the vehicle. The customer was within his rights to not pay the remaining balance and take the vehicle. The customer paid the remaining balance and used the vehicle for the duration of the contract. It should be noted that the customer made the reservation through a third party online booking company, not directly through You Tourist Car Rental. However, all of the terms and conditions from the booking company and You Tourist Car Rental are posted on the booking page. The customer had to acknowledge (by checking the box) that he read and agreed to all the terms and conditions prior to completing the booking process.     
  Sincerely,
  Edward A*****
  Manager
  You Tourist Car Rental
  
  

  Customer response

  06/15/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  the manager states that I was within my rights to not accept the Supplemental Liability Insurance (SLI) and still accept the vehicle. This was absolutely not the case. I spent about 2 hours in the You Tourist office with my 2 kids (which was barely bigger than a closet). The whole time I repeatedly said I don’t want the collision insurance or the supplemental liability insurance. I was told I could not have the car without purchasing both. I did not have ‘rights’ or any options. It wasn’t until I was about to walk out the door when all of a sudden the manager became available. I still had to pay for the SLI and was finally allowed to use my own collision insurance. This is still a scam in my opinion. The price was advertised and I was willing to pay the $116. Then when I arrive in another state the price is tripled due to mandatory US insurance laws. That is total garbage. I’ve never had this problem with another rental company.

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

• Initial Complaint

  05/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My boyfriend and me rented a car everything was good when they give you the " the contract " the guy was standing next to us explaining what is it about he tells you that you can’t smoke in the car that has to be clean and returning full of gas he NEVER mention that they are gonna charge you $70 EXTRA for every quarter of gas that you USE When we returned the car the guy dropped us to the airport we were about to miss the fly what we actually did we missed it and we asked him ( I have videos ) when my boyfriend asked him if he wanted money so he can do us the favor to fill the us we tried to give him money and he said NO “ is gonna be take out from the deposit “ and again he never mention that they were gonna charge $255 in total for gas I called them and had the worse customer service he lied saying that we didn’t offer money for the gas when I even have videos there is 0 consideration worse customer service he said that the manager was gonna call me and I’m still waiting this is scam and they are just trying to find the way they can take money from YOU .don’t RENT this car service EVER I just saw all the reviews and is the worse

  Business response

  06/10/2023

  We deeply regret to learn that a client has expressed dissatisfaction with our service. We strive diligently to provide comprehensive information during the contract signing process, which is thoroughly explained by our staff prior to vehicle delivery.

  In this particular case, we would like to clarify the following points:
  It is the client's responsibility to return the vehicle with a full tank of gas, just as it was delivered.
  Our inspection department meticulously assesses the condition of the vehicle upon return and prepares a detailed report. It is strictly prohibited for any staff member to accept cash payments for services, gasoline, tolls, or airport transfers. Any employee found in violation of this policy will face appropriate disciplinary action.

  Should a client breach the terms of the contract by returning the vehicle in a condition that necessitates an additional charge, such charges will be deducted solely from the security deposit. The administrative department is responsible for notifying the client regarding any applicable charges.
  The contract explicitly outlines the exact amounts to be charged for insufficient gasoline. Clients are required to initial next to this provision, which is also explained verbally. By signing the contract, clients acknowledge their understanding of the obligations and accept them.
  For a clearer understanding of the aforementioned points, we have attached a copy of the contract that each client must sign. However, we are unable to share the original signed contract at this time due to sensitive information contained within it. Nonetheless, if necessary, we can arrange for its delivery.
  Our operational procedures strictly adhere to the legal framework established by this contract.
  We deeply regret that despite the clients' awareness of the consequences associated with non-compliance, some fail to take appropriate measures, and it is even more disheartening when they attempt to accuse us of fraud despite their own shortcoming

• Initial Complaint

  05/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I booked a car online through, booking.com in April 20, 2023. I paid $199.92 online for the duration of my stay. I went to pick up the car here and was told I needed to pay $400.00 dollars more for comprehensive insurance. I clearly expressed to the owner that I have my own ********* insurance policy and I wanted to use my own insurance to avoid their company charging me extra. The owner said they would still have to charge me SLI(supplemental liability insurance). At the time I needed a vehicle and figured I would look into this once I returned home in MD. I called my insurance company and they advised that I should had been covered by using my own insurance and it sounded like the company was trying to scam me out of additional costs! I called this company to complain and requested proof showing that they still had to charge me even after offering to use my own insurance and they never sent me anything and stop responding to my text/ phone calls and messages! I requested a refund for this misleading information. Please do not deal with this company or you will regret you did!!

  Business response

  05/02/2023

   

  Reservations made through third party sales channels are subject to their own terms and conditions. These terms and conditions must be read and accepted by customers before completing the purchase process. 
  The prices suggested in the different web pages do not include insurance or some additional charges described and explained in detail in the terms and conditions. 
  When a client wants to use their own insurance, it is not enough for the client to state that they have valid insurance, the client is required to prove the existence of said coverage through a declaration page that indicates the name of the insurance company, number of policy, validity and owner thereof.

  If the insurance is from a credit card, the same conditions apply for its use, and a letter from the bank must be shown to our staff which indicates the details of the coverage. 
  Without this explicit requirement and strict compliance, we cannot accept the use of personal insurance for our vehicles.

  If the client cannot show this information or if the information shown does not show the SLI (Supplemental Liability Insurance) in his coverage detail, unfortunately we cannot accept it.

  In this particular case, the client applied for the use of his own insurance and only qualified to be accepted for CDW (collision damage waiver), but his coverage DID NOT HAVE SLI (Supplemental Liability Insurance) as indicated on his declaration page from his insurance company

  Our terms and conditions state that:
  

  
  Not included in the rental price
  
  Mandatory Coverage
  
  
  Supplemental Liability Insurance (SLI)
  Supplemental Liability Insurance (SLI) protects the driver against third-party claims for bodily injury or property damage as the result of an accident, subject to the terms of the rental agreement. This protection applies to all authorized drivers of the rental car.
  
  
  In the USA, Supplemental Liability Insurance is mandatory by law.
  Any customer whose normal car insurance provides Supplemental Liability Insurance must:
  Leave a deposit, using the same credit card used to book the car with us
  Present a letter from their bank that details the insurance cover/ Insurance company declaration page 
  Anyone who does not already have Supplemental Liability Insurance will need to purchase it from the car hire company at pick-up.
  This cover provides protection of up to $10,000.00 per rental.

   

  Following strict instructions from our associates, who specifically describe in the terms and conditions the restrictions on the use of their own insurance, we must verify that these are complied with.

  These terms and conditions must be read and accepted by customers before completing the purchase process. 

  This information was explained in detail by our staff in all possible ways, before the delivery of the vehicle and later in the different calls and mail that the client sent us.

  We suggest read the terms and conditions of the purchased services beforehand so that you can comply with the requirements and avoid any additional charges.
  
  
  

  Customer response

  05/04/2023

  
  Complaint: ********
  
  I am rejecting this response because I do have SLI coverage. Unsure what the owner is referring to?? 
  
  Sincerely,
  
  *** *****

  Business response

  05/08/2023

  We are very sorry for the inconvenience, our intention is always to provide the best possible service to our clients and, above all, the timely information when explaining the requirements for the use of your own insurance.

  As we explained in detail in the previous communication, the documentation you presented when you picked up the vehicle at our offices only showed valid coverage for CDW, you could not demonstrate coverage for SLI with your insurance company documents.
  
  To clarify any doubt we will explain again
  
  If the client cannot show this information or if the information shown does not show the SLI (Supplemental Liability Insurance) in their coverage detail, unfortunately we cannot accept it.
  
  In this particular case, the client requested the use of their own insurance and only qualified to be accepted for CDW (Collision Damage Waiver), but their coverage DID NOT HAVE SLI (Supplemental Liability Insurance) as stated on their page of your insurance statement. company
  
  Our terms and conditions state that:
  
  
  Not included in the rental price
  
  Mandatory Coverage
  
  
  Supplemental Liability Insurance (SLI)
  Supplemental Liability Insurance (SLI) protects the driver against third party claims for bodily injury or property damage resulting from an accident, subject to the terms of the rental agreement. This protection applies to all authorized drivers of the rental car.
  
  
  In the US, supplemental liability insurance is required by law.
  Any customer whose regular auto insurance provides Supplemental Liability Insurance must:
  Leave a deposit, using the same credit card used to reserve the car with us.
  Submit a letter from your bank detailing insurance coverage/insurance company statement page
  Anyone who does not already have supplemental liability insurance must purchase it from the car rental company at the time of collection.
  This coverage provides protection of up to $10,000.00 per rental.
  Following strict instructions from our associates, who specifically describe in the terms and conditions the restrictions on the use of their own insurance, we must verify that these are complied with.
  
  These terms and conditions must be read and accepted by customers before completing the purchase process. 
  
  This information was explained in detail by our staff in all possible ways, before the delivery of the vehicle and later in the different calls and mail that the client sent us.
  
  We suggest read the terms and conditions of the purchased services beforehand so that you can comply with the requirements and avoid any additional charges.
  

  
  

• Initial Complaint

  04/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I rented a car from You Tourist on 1/19/23 picked up at Stanford Airport. In addition to the rental fee, they charged a $300.00 security deposit and said it would be returned to me upon return of the vehicle. The car was returned in pristine condition and I have yet received my security deposit back! I have contacted them multiple times to obtain my refund. They told me it was a temporary hold which was not true. It was in fact a charge on my credit card statement!

  Business response

  04/29/2023

  We have carefully reviewed our files to avoid any type of error in this case.

  As we indicated to our client in the emails that we have responded to for her, the release of the security deposit blocked to her account on January 19, 2023, was successfully processed on January 26, 2023, exactly 3 business days. after its return.
  As we have explained on previous occasions, these processes are automatic and sometimes tend to confuse the client since they are not a refund to the account, since the money never leaves the account.

  Being a temporary block, it can only be verified by confirming the available balance days after the transaction.

  We are very sorry that we have not been able to explain the procedure clearly enough to the client, although we have tried in every possible way.

  We apologize for the inconvenience caused and we attach a copy of the receipts with the date and time of release.

  We let Mrs. ****** know that if she wishes to call or email us again requesting these receipts, we would be happy to serve her again.

• Initial Complaint

  04/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  agreement #ytllc*********. Was forced to pay an additional $151.96 over the original price from ************* or I would have not been able to get the vehicle. I rented the vehicle with my ******** credit card which cover car rentals and I also have full coverage to my personal vehicle which also covers car rentals but when I arrived on 4/2/2023, I was told that I would not be able to get the car unless I purchased the additional coverage. The representative ignored that I used a credit card and I have coverage through my personal insurance.

  Business response

  04/11/2023

  Reservations made through third party sales channels are subject to their own terms and conditions. These terms and conditions must be read and accepted by customers before completing the purchase process.

  The prices suggested in the different web pages do not include insurance or some additional charges described and explained in detail in the terms and conditions.

  When a client wants to use their own insurance, it is not enough for the client to state that they have valid insurance, the client is required to prove the existence of said coverage through a declaration page that indicates the name of the insurance company, number of policy, validity and owner thereof. If the insurance is from a credit card, the same conditions apply for its use, and a letter from the bank must be shown to our staff which indicates the details of the coverage.

  Without this explicit requirement and strict compliance, we cannot accept the use of personal insurance for our vehicles.

  Customers have the option of purchasing supplementary insurance if these requirements are not met.

  In this particular case the client agreed to take this option and the indicated additional cost.

  We are very sorry for the inconvenience caused and we reiterate our first commitment, which is to the safety and satisfaction of our customers.

  We do NOT force you to buy insurance, we instruct you to comply with a requirement established by law.

  We do not charge for any service that our clients do not previously request and accept.

  All these details are explained by our staff and reinforced before the final signing of the contract.

  We suggest you read the terms and conditions of the purchased services beforehand so that you can comply with the requirements and avoid any additional charges.

• Initial Complaint

  03/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I rented a car for them 17 Feb on my debit card. I had already paid 63.00 for the rental 144.00 suppumental insurance for my personal auto insurance and 350.00 deposit. I called them on 24 feb to inquire about my deposit being refunded since i brought the car back full of fuel and in full compliance with the aggrement. I have tried to call them about 20 times with no answer or ability to leave a voice mail since 3 march and they have blocked my number. They charged my card for arco today 6 Mar 23 47.98 I guess for gas, even though I filled the tank up within 2 miles of returning the car. I have messaged them on ******** with no response, i sent them an email with no response. I would like to be able to talk to someone from the company, get an itemized statement or maybe just an explanition of what is going on from customer service

  Business response

  03/09/2023

  We apologize to Mr. ***** if our communication has not been as precise as it should have been.

  For the day of your return, when checking the vehicle, we let you know that you had a gas shortage that would be charged from your security deposit, we also gave you the option to fill it yourself at the service station that is right next to our office building, but you refused, claiming that you were in a hurry and could miss your flight.

  In this sense, the contract is very clear when it establishes that if the vehicle is returned with less gas than it had when it was delivered (for which a video is made in your presence before delivering the car) the customer must pay from his deposit.

  The charge made was 47.98 corresponding to your consumption of tolls and the lack of gas.

  In several of the calls you made we explained in detail the correspondence of the transaction.

  Again, we apologize if we were unable to make you understand clearly.

  The only guarantee we have to enforce the rules is the signing of a contract that is explained verbally and in detail by our staff to each client. Unfortunately, if the client does not comply with them, the procedure must be applied.

  We are very sorry that your experience has not been as good as we would have liked it to be.

  Customer response

  03/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:

   

  I have tried to contat you via email, ******** and called ********** without any answer or ability to leave a voice mail over 20 times during normall bussiness hours to discuss my deposit, which has not been refunded and the ($47.98) that you charged my debit card on 03/03/2023. That's  right the fuel and tolls did not come out of my deposit like you stated in your response. NOT one time has anyone form you company talked to me about anything.  I have also attached a capter of the gas station  bank charge where i added gas about 15 Mins before I returned the car.My reason for filling this complaint is that you will not respond to phone call or email. I would like to have an itemized reciept for any future or previous transactions that you think I owe you for  sent to my email [email protected] or added to this complaint. If you would talk to your customers, then you might have less complaints.
  Sincerely,
  
  ****** *****

• Initial Complaint

  02/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I booked a rental car from youtourist rental through rental cars.com for 2/10/23-2/19/23. The price was $190. The booking confirmation and the voucher did not state there would be other fees, just a deposit held and additional optional fees if I wanted to add insurance or another driver, etc. The only things the voucher stated that I should bring were the voucher, driver's license and credit card. The voucher instructed me to call for a shuttle when ready to be picked up and gave 2 numbers. 1 number was disconnected and the other rang and rang. My husband and I both kept calling until someone picked up. They said a shuttle would be there in 10. 15 minutes later a man came in a van full of people and didn't speak English, but used ****** translate to tell us he'd be back in 10 minutes. 45 minutes and many unsuccessful phone calls later, he returned. When we got to the counter, the woman behind the counter also did not speak English and was using a teenager to translate for her. She told me that the car was going to be an additional $427 after the $190 I already paid, plus a $300 deposit. This was a clear case of bait and switch. They were forcing me to buy their insurance policy for $280 and there was $117 fee for a toll transponder. I insisted they take the toll transponder charge off, which they did. They would not let me take the car without purchasing their insurance. I have never had this experience with any car rental company. I showed them I was insured. That was not good enough. After going around in circles with the woman and translating teenager, they told me I was free to go to fox rental up the street. It was a 15 minute walk and 85 degrees out. I had a lot of luggage and a 7 month old baby with me. I also didn't know if there would be a car available at Fox. I had no choice but pay. I would like to have the $280 refunded to me as I carry auto insurance and the credit card I booked with covers me. These business practices are deceitful & misleading.

  Business response

  04/11/2023

  Our customer service staff is qualified and fluent in English and Spanish.

  Reservations made through the sales channels of third-party companies are subject to the terms and conditions established by them and accepted by the clients before completing the reservation.

  In this particular case, the client was not available to meet the requirements of using her own insurance.

  She did not submit her car insurance declaration page or a letter from her bank with the details of her policy as strictly required by the terms and conditions.

  Following the procedure, we offered her all the supplementary insurance alternatives that we offer and which have an additional cost, in the same way the cost of activating the device for the use of tolls was indicated. both proposals were optional and not mandatory.

  In the case of insurance, she could request her insurance company to send her the necessary requirements to apply to its use and in the case of the toll device, she had the option of NOT activating the device and making the manual payment at the tolls that would allow

  We explained that not all toll booths in the state of Florida allow manual payment and that is why the vehicles have the decal device attached to the license plate.

  For both additional she agreed and she agree to pay for them.

  We attach a transcribed copy of the terms and conditions that the web page shows, accepted by the client.

  We are very sorry for the inconvenience caused.

  The service was provided strictly following the established rules and in no way misleading information was offered.

  It is important to read the terms and conditions of the contracted services before disrespectfully accusing companies that work hard to provide the best possible service to all our customers.

   

  Terms and conditions rentalcar.com

  NOT INCLUDED IN THE RENTAL PRICE

  Mandatory Coverage
  
  Supplemental Liability Insurance (SLI)
  Supplemental Liability Insurance (SLI) protects the driver against third-party claims for bodily injury or property damage as the result of an accident, subject to the terms of the rental agreement. This protection applies to all authorised drivers of the rental car.
  
  
  In the USA, Supplemental Liability Insurance is mandatory by law.
  Any customer whose normal car insurance provides Supplemental Liability Insurance must:
  Leave a deposit, using the same credit card used to book the car with us
  Present a letter from their bank that details the insurance cover.
  Anyone who does not already have Supplemental Liability Insurance will need to purchase it from the car hire company at pick-up.
  This cover provides protection of up to $10,000.00 per rental.
  
  
  Local Charges
  
  Customers are responsible for all toll fees, congestion charges, speeding tickets, parking fines & traffic fines - and all associated administration costs

  
  
  Our terms and conditions state that:
  No-Show
  A ‘No-show’ is when you:
  wish to cancel but don’t tell us before your rental is due to start, or
  fail to pick the car up at the arranged time and date, or
  fail to provide the documentation that’s required to pick the car up, or
  fail to provide a credit card in the main driver’s name with enough available funds on it.
  In all of these cases, you’ll receive no refund of the money you’ve paid. 
  
  

  The counter staff may refuse you the car if (for example):
  You don’t arrive on time 
  You are not eligible to rent the car
  You don’t have the documentation you need
  The main driver doesn’t have a credit card in their own name, with enough available funds for the car’s security deposit.
  
  
  

  
  

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