ComplaintsforEntertainment Benefits Group LLC

• Initial Complaint

  07/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Friday June 14th I bought hotel reservations for 2 nights at Home 2 Suites in Orlando, total cost was 131.28. Immediately upon entering the room, I noticed the room was completely different from what was pictured on their website, the room was small, dirty , no vents on the air conditioning unit , and bugs were present. I immediately went back to the front desk and canceled my reservation and called tickets at work to cancel my reservation and refund my money. The next morning , Home 2 Suites refunded my $100 security, and also refunded my reservation to an Amex that belonged to [email protected]. I called tickets at work. I spent a couple hours on the phone holding, and speaking with various representatives who were unable to give me their last name and/or employee number. I was told by one representative that MY refund would be processed within 72 hours after it was approved. I gave them all the information I had. I did not have photos because I did not stay in the room long enough. The check in time and check out time was within 5 minutes. Which can be proven by the hotel. Still to this day , July 29 , after many calls for my refund this is not resolved. As recent as last week, I received an email from tickets at work saying they are still working on my refund, that it should be resolved within 72 hours. The big lie. See attached. The email is asking for information and when I replied to it, Big surprise! it was undeliverable again, I’ve called numerous times after that and no answer. I cannot get any information from these people. They do not answer the phone. This company is a scam. If they really need my $131 thats pretty sad. I’ve wasted so much time on this stupid company and I just want my money back since they were refunded my money already.

  

  Business response

  07/31/2024

  We reached out to the supplier and the refund was finally approved. The guest will see the refund in 1 to 3 business days. 

• Initial Complaint

  12/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On November 10, 2023 I made a hotel reservation using ticketsatwork. Confirmation attached. The hotel was paid in full using paypal. On November 24, 2023 I arrived at the hotel and was told that ticketsatwork had not submitted my reservation nor contacted them. I called ticketsatwork at that time and was told there was nothing they could do. I had to pay the hotel in full at that time. I then emailed ticketsatwork and they stated they needed an itemized receipt. Advised a receipt would be given at check out. See email attached. Once I received the receipt I contacted them and sent it to them and was told a refund inquiry would be submitted and they would get back to me in 72 hours. Days passed and nothing so I called again and again was told that they would submit an inquiry and that I had to wait. I told them it had already been done and they stated it needed to be done again so it was like starting all over. Since then they have failed to contact me about refunding what I had to pay at the hotel. They were paid via paypal for the hotel, never made the reservation for me, and now Ive paid for a hotel twice and they continue to ignore my request for a refund even after sending them the receipt showing I paid for it.

  

  Business response

  12/15/2023

  We apologize this happened to the guest. The hotel rooms come from a hotel supplier and the virtual card is paid from the supplier to the hotel. We reached out to the supplier, and they were able to get the charge on the virtual card. The hotel should be refunding the customer on what they charged her. 

  

  Business response

  12/18/2023

  Once she gets the refund, she can let us know. She is more than welcome to contact the hotel as well who stated she will get the refund back from them. We sent her an email as well about this matter a few days ago:

   

  Hello ******, Thank you for contacting TicketsatWork. I am writing to follow up on your previous inquiry regarding your reservation for Aiden by Best Western @ San Antonio Riverwalk. It is my pleasure to further assist you. We do apologize for any inconvenience this has caused you regarding the charge that was billed at the location. We understand that you want an update regarding your refund request. I apologize for any confusion this may have caused. Additional information is needed to provide you with the most accurate response. May we ask if you were able to receive the refund directly from the hotel location? Upon reaching out, we were advised that the hotel would provide a refund back to your account. At your earliest convenience, please reply to this email with the above-mentioned information. We will follow up within 72 hours of receipt of your response. Thank you for your assistance and we look forward to hearing from you. 

   

  Once she gets the refund she can advise us.

  Customer response

  12/18/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  12/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Background: On Wed, Jul 19, 2023 at 19:19 I purchased two tickets for myself: ******* ***** and ******** *** from LAX to IBZ Trip Ref # ***********  The details of our trip included the following: DEPART: Los Angeles to Newark, Newark to Zurich, Zurich to Ibiza RETURN: Ibiza to Frankfurt, Frankfurt to Los Angeles Issue: During our return trip home, my partner and I was made aware through the airline that EBG:TicketsAtWork did not issue the tickets for the Ibiza to Frankfurt trip. We attempted to contact EBG several times to have them issue the tickets for the trip that was already paid for but was unsuccessful. Due to the fact that EBG did not provide us with the promised ticket from Ibiza to Frankfurt my partner and I had to purchase a separate ticket directly through the airline costing us $1607.20. Below is the ticket information from SWISS airlines that we were forced to purchase. TICKET: LX/ETKT *** ********** FOR ************ **** ** TICKET: LX/ETKT *** ********** FOR ************* ****** **  Request: I am requesting the EBG reimburse us for the entire purchase of $2165.76. Due to your companies inability to provide us with a return trip from Ibiza to Frankfurt my partner and I had to come out of pocket again to make it home. We purchased this return trip through your company and you were unable to fulfill our agreement.

  

  Business response

  12/02/2023

  We apologize but as a 3rd party this flight booking comes from **** ******* We will send all the information to their management team to look this over and reach out to the guest right away. Thanks.

  Customer response

  12/14/2023

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

  
  I contacted the airline to see if it was possible to change my reservation and they stated that all changes can only be made through the travel agency. I did not call the travel agency back because we did not want to change our reservation due to the increase in price.  
  
  According to your email below, on Friday, September 15, prior to our trip the airline reached out to you ************************** and informed you that you in bold red letters to PLEASE REISSUE THE TICKET. (See attachment) This is proof that you needed to add the flight back onto the record. This email shows as proof that the ball was in your court and you were responsible for reissuing the ticket. No one reached out to me to inform us that our flight segment was cancelled and the voicemail you claimed to have left was broken up and not understood.

  You had notice and failed to reach out prior to our trip

  
  Why was the flight never readded? We were never informed that the segment was deleted.
  
  I am requesting a refund or partial refund. Your company missed this
  
  You stated that the travel agency would not know if you contact the airlines and cancel a flight.--> The email from the airline dated 12/15 is proof you were informed that the airline made a change and requested that you reissue the ticket which you never did
  
  Best
  
  ******* *****
  
  Sincerely,
  
  ******* *****

  

  Business response

  12/15/2023

  As a 3rd party this booking is placed directly from **** ******. As advised in the terms of sales the booking is of a final sale. **** ****** has a team that can be reached to which the customer has called. We sent this issue to **** ******'s manager, and this is what he has to say:

   

  I have already spoken to the customer over the phone and email and provided her with the proof that we made an outbound call to let her know about the flight cancellation. She never answered the phone and never called back.
  
  The call recording of the Voicemail has been shared with her, Since then she stopped responding to my email. This was the same response she provided to me in the initial emails.
  
  I have shared the email communication with the airlines and us where the airlines clearly stated that she was supposed to call us to re-issue the tickets which she never did. She is asking for a refund for the amount that was paid to the airlines directly. 
  
  The airline has denied any kind of waiver and exception in this case. 
  
  

  If the guest has a concern with the booking(s) she can call the **** ****** number and ask to speak to the manager she has already spoken with. 

• Initial Complaint

  11/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I reserved a hotel through TicketsAtWork on November 10, 2023 for travel on 11/29/2023 - 11/30/2023. I specifically chose a hotel and a rate that indicated it would be "refundable." As I changed my travel plans, I called TicketsAtWork on 11/24/2023 to cancel my reservation. They informed me that cancelation policy indicated I would not be eligible for a refund, despite their website fully indicating that this reservation is refundable. They stated that **** *******, the hotel, is not allowing them to refund but I did call Best Western and they stated their refund policy if booking directly with them is 24 hours prior.

  

  Business response

  11/27/2023

  We apologize the guest was denied for a refund. As a 3rd party this booking comes directly from the hotel supplier. While we are investigating the cancellation policy with them of an error we went ahead and refunded the customer's *** *** in full. The customer will see the refund in 1 to 2 business days back in her *** ***. 

• Initial Complaint

  11/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Company refunded without request from us and took 5% of our charge without request or permission. We were promised a refund of the difference as this was not our request and Company is refusing to assist

  

  Business response

  11/22/2023

     The customer’s refund for the 5% was processed through today! So refund should be to her account within the next 24-72hrs, depending on her bank/cc company. 

  Customer response

  11/22/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  11/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Concert tickets were purchase day of the event. Email confirmation was provided to confirm the tickets were transferred via AXS. I have proof that tickets were never received. Using the email confirmation they provided and link they provided on their email.

  

  Business response

  11/11/2023

  We apologize about this matter as the seller did indeed send the tickets to the guest on time. If she had issues accepting the tickets she would definitely reach out to Axis. We have a manager looking to this that wanted to see about giving the guest a credit voucher which is a loss for us to rebook for something else, but she has her order on a chargeback. If we win the chargeback or she decided to remove it the manager will email her a full credit voucher to use on our website for something else besides gift cards. However, the proof of transfer shows the broker on these Preferred Access tickets did send the guest the tickets on time. 

  

  Business response

  11/22/2023

  We appreciate the opportunity to speak. The seller did fulfill the correct duties and we sent the proof of transfer. However, due to customer loyalty we will refund the guest the full amount. We are unable to do it now as she has it on credit card dispute. Once that passes, we will refund. 

  Customer response

  11/27/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  * ****** ******

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought airline tickets through ******* ** **** on 09/14/2023, reference number *********** Since this date, two of my flights have been drastically changed, without any notice from ******* ** ***** I was originally booked on ** **** from PIT to JFK on 12/29/2023 and have been switched to AA 4352 from PIT to JFK on 12/29/2023 which arrives 4 hours prior than my original flight and leaves me with over a 10 hour layover. I was also originally booked on ** **** from JFK to PIT on 01/10/2024 and was switched to ** **** from LGA to PIT on 01/10/2024 which involves me having to clear customs and change airports within 3 hours, all at my own additional monetary cost. Neither of these flights are what I booked and are not comparable flights and frankly, from my perspective, this is a bait and switch. I emailed customer service on 10/10/2023 hoping to resolve this situation and rebook different tickets but was told that is not a customer service issue and that someone from the "schedule change department" would be contacting me "soon". I had not heard anything so I reached out again to customer service, this time by phone, on 10/22/2023 again hoping to rebook and resolve this issue. Customer service was unable to transfer me to the schedule change department and again stated that someone would be reaching out to me "soon". Having had multiple unanswered correspondences with this company and with no resolution of my issues, I am no longer interested in rebooking with this company and am seeking a refund of $1700.30.

  

  Business response

  10/30/2023

  As a 3rd party this booking in place under **** ******* We will gladly send this over to their management team for a lead to look into this issue and see what all can be done. A lead will be looking this over at Trip Planet and will be reaching out to the customer shortly. 

  Customer response

  11/01/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I was contacted by Israr Khan on 10/30/23 and received a full refund posted to my account on 10/31/23. I appreciate his quick follow up and resolution of this situation. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  10/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased four 2-Day 1-Park per day ********** Adult tickets from Undercover Tourist on 8/11/23. On 9/8/23 we learned that my son would not be able to accompany us so I called Undercover Tourist to cancel his ticket and initiate a refund. I was told his ticket could be refunded but it would take approximately one week for the refund to be processed. By 9/30/23 the refund had not yet been processed so I called again. I was told that ****** had not yet approved the refund and another request for the refund would be made to ******. Again, I was told to wait about a week for that refund to be approved and processed. I called again today (10/18/23) because the credit has not yet been made. Again, I was told that ****** hasn't approved the refund yet and another request would be generated. I have no faith in this process and just want someone to take responsibility and refund the ticket price. The additional ticket was never used and it should not take this much time to verify the fact.

  

  Business response

  10/25/2023

  As a 3rd party we still needed to get the proper response from the partner. They advised us yesterday it was okay to refund to which we processed the refund on our end. The customer will need to allow 3 to 5 business days to see that refund back to their card. 

  Customer response

  11/01/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  10/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 3 tickets for me and my 2 teenage girls for universal Island of adventure for 618.90. from undercover tourist. I thought I was buying 3 tickets plus express pass. When I arrived at the park, I was told that these my were only express passes and I need to pay almost 500 dollars more for just one day. I just wanted a refund and they said no. I have read that out other people have received 95% refund under similar circumstances. Please help

  

  Business response

  10/24/2023

  We appreciate the opportunity to speak.  With the Express Pass it does list on our website right below the ticket name, as well as various places through the ticket details and cart, that the ticket does not include park admission, as well as it is a non-refundable ticket.
  

  The Ticket status for these tickets show as modified about an hour and 30 min after they were received, which usually the status would just show as used. If the guest states he did not use them then we can try to reach out to the park to verify which is still not a guarantee since these are non-refundable and clearly states that these tickets to which the park sells as well needs an admission ticket. If they were indeed used or modified, then more than likely a refund will be denied from the park. 

  Customer response

  10/24/2023

  When my family went to the ticket booth at the park , they printed them to take to guest services to try to get a refund.   Because I bought the tickets 3rd party, I was denied a refund and we went home.

• Initial Complaint

  10/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I paid for car rental service through this third party company in advance. *** Rental car did not rent me the vehicle dated for September 12, 2023. I called tickets at work to refund my money. They requested proof of credit card insurance coverage. I e-mailed it to them and I still haven't received my money back. Service was never rendered to me.

  

  Business response

  10/21/2023

  As a 3rd party this booking is considered a final sale as advised in the agreed upon terms. We have spent hours reaching out to the supplier to see if the rental car company supplier would give a refund. We have asked the guest for documentation as well. They have been reaching out to see if an office will give a refund and so far, that request has been denied as it breaks the terms of the rental as the customer did not have a card for the deposit. However, our management team is reaching out to see if a refund could be given which is not a guarantee per the terms of sale and the rental agreement:

   

  Booking Terms and Conditions:
  
  Driver's age
  25 to 99 years.
  Young driver's age: 21 to 24 years. Charge 25 USD per day. (Excludes tax)
  Customers who fall outside the age limitations will not be able to hire a car unless there is a young or senior driver fee specified in this section. Please note that if applicable, this fee will be included in the rental price and will be payable on arrival at the rental desk in the local currency.
  Minimum age for renters and drivers is 19. Minimum age for renters and drivers on government orders is 18. Renters and drivers under the age of 25 are subject to a surcharge - UNDER AGE 25 SURCHARGE is USD/20.00 per day. UNDER AGE 21 YOUNG RENTER SURCHARGE is USD/25.00 per day. This policy applies at all *** corporate locations.
  Driving license
  If your driving license is not in the Roman alphabet (i.e., if it is in Arabic, Greek, Cyrillic or Chinese), you are required to bring an International Driving Permit and your domestic license. For driving licenses from countries not part of the international driving license treaty, an official translation of the license must be presented with the original license.
  When renting within the EU, customers who do not hold a driving licence issued by an EU/EEA country or Switzerland may also be required to present an International Driving Permit along with their domestic license. UK license holders do not require an International Driving Permit to rent within the EU, unless the driving license has been issued in Gibraltar, Guernsey, Jersey or the Isle of Man, or is a paper driving license, in which case an International Driving Permit may be required along with the customer's domestic license.
  Damaged driving licenses will not be accepted at the rental desk.
  NOTE - *** Rent A Car, Inc. will only accept US domestic Drivers Licenses when renting any Jeep Wrangler. This includes EFAR (2-door Wrangler), XFAR (4-door Wrangler), and XRAR (Sahara). This applies at locations in Arizona, Texas and Southern California
  Deposit and Payment Card Information
  ACCEPTED: ******** *******, Diners Club, ********** (not prepaid), **** (not prepaid). Debit card not accepted unless otherwise stated below.
  NOT ACCEPTED: No other payment types will be accepted.
  Virtual payment cards are not accepted.
  A valid credit card in the first name and surname (no abbreviations) of the lead driver must be presented at the rental desk in order to pre-authorise/charge a deposit. Please be prepared to provide the PIN number of the credit card(s) presented as suppliers could require this to proceed with the rental contract.
  In the event that you fail to present a valid credit card, there is a lack of sufficient funds available on the credit card or the credit card is not in the lead driver's name, the car rental agent may refuse to release the vehicle. In these instances, no funds paid will be reimbursed.
  All renters must meet all standard rental qualifications, including:
  1. Produce a Major Credit Card (Debit Cards cannot be used at time of pick-up).
  2. Produce a Driver's License bearing the same name as the Credit Card.
  3. Names must match on Credit Card and Driver's License presented at the rental counter at the time of pick-up.
  INTERNATIONAL RENTERS
  International Renters are defined as persons whose primary residence is from a non-US address. The address stated on the Renters valid Driver's License will be referenced to determine the Renters primary residence. *** reserves the right to impose separate policies that may apply to International Renters which do not apply to other renters. International Renters must satisfy all the following conditions at the rental counter at time of pick-up:
  1. Valid Passport from Country of Origin
  2. International Driver's License
  3. License from Country of Origin
  4. A U.S. contact phone number (i.e., an operating phone) to be contacted in case of an emergency while the vehicle is on rent.
  LOCAL RENTERS
  Local Renters are defined as persons whose primary residence is within 150 miles of rental location. The address stated on the Renters valid Drivers License will be referenced to determine the Renters primary residence. *** reserves the right to impose separate policies that may apply to Local Renters which do not apply to other renters.
  CREDIT CARDS
  1. A Major Credit Card from ****, *********** DISCOVER, or ******** ******* is required at time of pick-up.
  2. All Non-local and International Renters: Credit Card must have the available funds for the estimated amount of rental charges, plus a deposit of USD/150.00.
  3. Local Renters: Credit Card must have available funds for the estimated amount of rental charges plus a security deposit of USD/500.00.
  4. Unused funds will be returned through the credit card processor after the vehicle is returned. Due to bank processing, a return of funds can take between 2 to 5 business days to appear in the Renters account when using this form of payment.
  5. We do NOT accept miniature key tag-style Credit Cards.
  DEBIT CARDS
  1. Debit Cards are NOT accepted at time of rental pick-up.
  2. Debit Cards presented at rental return must have a ****, *********** or DISCOVER logo.
  3. Debit Card and Primary Driver on the rental must be in the same name.
  4. Please see policy for PREPAID RESERVATIONS regarding Debit Cards and Pay Now Reservations.
  CASH PAYMENTS
  This policy is held company-wide: No cash deposits will be accepted at time of rental pick-up. Cash is accepted as a valid form of payment at time of rental return.
  PREPAID CARDS
  Prepaid Credit Cards from any card supplier are NOT accepted at time of rental pick-up. Prepaid Credit Cards are accepted as a valid form of payment at time of rental return.
  ACCEPTED PAYMENT TYPES AT CAR RETURN
  Major Credit Cards, Debit Cards, Prepaid ******** *******/**************** and Cash are accepted as a valid form of payment at time of rental return.

   

  

  Business response

  11/02/2023

  As advised in the guest's agreed upon terms of sale this booking is a final one. As a 3rd party we spent hours trying to secure the guest a refund, but the supplier denied it stating the guest broke the agreed upon terms of sale. Our vendor policy and *** required sufficient funds on the card and the insurance needed to cover Damage and Theft, but the customer didn't have the funds for the security deposit and the insurance doesn't cover theft. The case was opened again and denied again by the car supplier.

  If the front desk promised the customer a refund did, they provide her with a document okaying one? 

  Our team went ahead and took a loss and will provide the customer a $100 credit voucher to use on our website for anything but gift cards and flights. It was emailed to her and this is a loss on our end but when a car is needed to be picked up all correct materials need to be provided to the rental car company or a refund can be denied.

  See below as we are adding the required terms of sales that the guest agreed to on picking up the car:

   

  Deposit and Payment Card Information
  ACCEPTED: ******** *******, Diners Club, ********** (not prepaid), **** (not prepaid).Debit card not accepted unless otherwise stated below.
  NOT ACCEPTED: No other payment types will be accepted.
  Virtual payment cards are not accepted.
  A valid credit card in the first name and surname (no abbreviations) of the lead driver must be presented at the rental desk in order to pre-authorise/charge a deposit. Please be prepared to provide the PIN number of the credit card(s) presented as suppliers could require this to proceed with the rental contract.
  In the event that you fail to present a valid credit card, there is a lack of sufficient funds available on the credit card or the credit card is not in the lead driver's name, the car rental agent may refuse to release the vehicle. In these instances, no funds paid will be reimbursed.
  All renters must meet all standard rental qualifications, including:
  1. Produce a Major Credit Card (Debit Cards cannot be used at time of pick-up).
  2. Produce a Drivers License bearing the same name as the Credit Card.
  3. Names must match on Credit Card and Drivers License presented at the rental counter at the time of pick-up.
  INTERNATIONAL RENTERS
  International Renters are defined as persons whose primary residence is from a non-US address. The address stated on the Renter’s valid Drivers License will be referenced to determine the Renters primary residence. *** reserves the right to impose separate policies that may apply to International Renters which do not apply to other renters. International Renters must satisfy all the following conditions at the rental counter at time of pick-up:
  1. Valid Passport from Country of Origin
  2. International Drivers License
  3. License from Country of Origin
  4. A U.S. contact phone number (i.e., an operating phone) to be contacted in case of an emergency while the vehicle is on rent.
  LOCAL RENTERS
  Local Renters are defined as persons whose primary residence is within 150 miles of rental location. The address stated on the Renters valid Drivers License will be referenced to determine the Renters primary residence. *** reserves the right to impose separate policies that may apply to Local Renters which do not apply to other renters.
  CREDIT CARDS
  1. A Major Credit Card from ****, *********** DISCOVER, or ******** ******* is required at time of pick-up.
  2. All Non-local and International Renters: Credit Card must have the available funds for the estimated amount of rental charges, plus a deposit of USD/150.00.
  3. Local Renters: Credit Card must have available funds for the estimated amount of rental charges plus a security deposit of USD/500.00.
  4. Unused funds will be returned through the credit card processor after the vehicle is returned. Due to bank processing, a return of funds can take between 2 to 5 business days to appear in the Renters account when using this form of payment.
  5. We do NOT accept miniature key tag-style Credit Cards.
  DEBIT CARDS
  1. Debit Cards are NOT accepted at time of rental pick-up.
  2. Debit Cards presented at rental return must have a ****, *********** or ******** logo.
  3. Debit Card and Primary Driver on the rental must be in the same name.
  4. Please see policy for PREPAID RESERVATIONS regarding Debit Cards and Pay Now Reservations.
  CASH PAYMENTS
  This policy is held company-wide: No cash deposits will be accepted at time of rental pick-up. Cash is accepted as a valid form of payment at time of rental return.
  PREPAID CARDS
  Prepaid Credit Cards from any card supplier are NOT accepted at time of rental pick-up. Prepaid Credit Cards are accepted as a valid form of payment at time of rental return.
  ACCEPTED PAYMENT TYPES AT CAR RETURN
  Major Credit Cards, Debit Cards, Prepaid ******** *******/****/*********** and Cash are accepted as a valid form of payment at time of rental return.
  Insurance coverage
  Your rental does not include Theft or Damage cover. This is a standard requirement when renting a vehicle, otherwise you can be held liable for the full value of the vehicle in case of damage or theft. Please obtain a letter of proof from your credit card provider that this cover is included on your card and extends to the country of rental. LDW cover can be purchased directly at the rental desk. Please note that you will be required to leave a deposit at the start of your rental.
  The Excess Liability is the amount determined by the car rental supplier for which you can be held liable in case of damage/theft of the vehicle. Damage to or loss of tyres, windscreens, glass and undercarriage may not be covered by the CDW (Collision Damage Waiver). Please check with the rental agent at the desk.
  If you purchase the Excess Reimbursement Insurance from a third party, the main driver will be required to present their credit card at the rental desk in order for the car rental agent to authorize the deposit.
  Optional Insurance is not required to rent a vehicle. Details available at rental counter. Loss Damage Waiver (LDW): *** offers to all renters LDW, Loss Damage Waiver, which for an additional daily charge relieves the renter of all financial responsibility for the loss of, or damage to the rental car, as long as the vehicle is used in accordance with the terms of the Rental Agreement. Cost - USD/11.00 to USD/32.99 per rental day depending on vehicle type and rental location. Rental Liability Insurance (RLI): Primary insurance protecting you against claims made by a third party for bodily injury and/or property damage sustained while operating the rental vehicle, up to the required financial responsibility limits of the state in which the vehicle is rented. RLI does not cover all situations that may arise while operating a rental vehicle. The renter is financially responsible for all damages not covered under the liability policy including, but not limited to, the *** rental vehicles full value. Costs for RLI coverage vary by state Supplemental Liability Insurance (SLI): Provides coverage for third-party automobile claims for the difference between the primary liability limits provided under the renters own personal policy and a maximum combined single limit of one million dollars for bodily injury and/or property damage but does not cover all situations that may arise while operating a rental vehicle. Costs for SLI coverage varies by state Personal Accident/Personal Effects Protection (PAC): Personal Accident Coverage provides an accidental death and accidental medical expense benefit to the renter and their passenger(s). The death and medical expense benefit will both pay in addition to any other coverage that might be applicable to the renter or passengers. Personal Effects Coverage offers limited protection against damage to personal effects owned by the renter, as well as immediate family members of the renter, who permanently reside in the renters household and are traveling with the renter. Cost - USD/3.34 to USD/4.99 per rental day, depending on the rental location. Roadside Service Assistance Program (RSA): If you purchase our Roadside Service Assistance (RSA) we will waive all or a portion of the cost of a roadside assistance service call up to the amount of USD/400.00 per incident. You may purchase RSA at USD/6.49 per rental day at all *** corporate locations. Benefits include emergency road service towing (within 25 miles of occurrence), winching, jump start, flat tire change, lockout service, and emergency fuel delivery (up to two gallons). Some restrictions apply ask for a copy of an RSA brochure at the rental counter. Mexico Insurance: *** offers the purchase of insurance for your vehicle when driving in Mexico, which is only available on economy- through full-sized vehicles.. Mexico insurance can be purchased at the time of rental prior to entering Mexico at the following corporate locations: Los Angeles, Ontario, Orange County, San Diego or Phoenix. Coverage applies only in Mexico cities/states closest to the California and Arizona borders. Rates start at USD/31.00 per 24-hour day including tax. All other vehicles are not permitted to travel into Mexico.
  Fuel policy
  Fuel: Pick up and return full.
  Your vehicle will be supplied with a full tank of fuel. To avoid incurring fuel charges, you will need to return it with the same amount of fuel as it had when you collected it. You may be required to leave a fuel deposit reserved or charged on your credit card, this will be released or refunded when you return the car full. Missing fuel will be charged on your return. The price per litre charged by the rental agent may be significantly higher than the price at the local service station. A refuelling charge may also be applicable.
  Fuel charges are payable at the rental desk unless otherwise stated in the top section of rate details.
  Conditions of optional extras
  Please note the following: The price of optional extras is subject to change without notice. Optional extras are subject to availability. Charges made at the desk may be subject to local/airport surcharges.
  Additional driver
  Additional drivers can be added to your rental for a charge of 10 USD per day. (Excludes tax). Please pay for additional drivers at the rental desk when picking up your vehicle.
  Additional drivers must meet all qualifications as the primary driver in regards to age and license requirements. The charge for Additional Driver is USD/12.99 per day per additional driver. There is no charge for the renters spouse, same-sex spouse, or domestic partner or for the companion driver of a renter with a disability who cannot operate the vehicle.
  Travel Restrictions
  Please note that customers intending to travel across country/state borders or to different islands within the same country should contact the Rental Company directly prior to pick up to advise of their travel plans. Restrictions and charges may be applicable. Contact details for the Rental Company can be found on your rental voucher.
  Fees
  Please note credit card fees apply. Fees vary per card type, please check with the supplier at the desk.
  If your reservation was confirmed directly with *** **** * *** through the *** **** * *** web page at *******************, please use the same source to cancel your reservation. *** does not charge a cancellation fee on Pay Later reservations, but does request a cancellation notice as soon as your travel plans have changed. If you have used *** Rewards****Bucks rewards, you will need to email your reservation cancellation information to *********************** to have the points returned to your account. If your reservation was confirmed through another provider (booking site, outside source, etc.), please use the same source to cancel your reservation. Some providers (booking site, outside source, etc.) may charge for the cancellation of a reservation if not canceled within a specific time frame. Cancellation of a reservation directly through *** **** * *** when confirmed through another provider may not relieve your responsibility with that provider. In order to alleviate charges (cancellation fee or penalty), check with the provider and cancel the reservation directly with them. For cancellation of Pre-Paid Reservations, please see the "PREPAID RESERVATIONS" section below.
  Form(s) of ID
  A valid photo ID (passport or national ID).
  Car types
  The vehicle displayed and models listed are the most common vehicles used by our car rental partners. We cannot guarantee the make or model of the rental vehicle will be the same as the vehicle displayed on our website.
  Voucher
  A digital version of your car hire voucher must be produced upon arrival at the rental desk. Failure to present the voucher means the car hire company may charge you at the local rates. Please note: We are not responsible for overcharges on rentals where the voucher was not presented to the car hire company on collection of the vehicle. If you do not present the required documents, the documentation is not valid or you do not have enough funds on your credit card, the car hire company may refuse to release the vehicle and no funds will be reimbursed.
  Cancellation and no-show policy
  What is your cancellation policy for fully prepaid or part-paid bookings?
  1 - If you cancel 48 hours prior to your pick-up, you will be refunded in full.
  2 - If you cancel less than 48 hours in advance of pick-up, you will receive a refund minus USD95. If your online payment is less than USD95, no refund will be made for your car hire booking.
  3 - If your booking is made less than 48 hours before pick up, the cancellation policy will automatically apply to your booking.
  4 - All cancellations should be made online via the Manage Booking page prior to the scheduled pick-up time and not with the car rental provider.
  5. Amending your booking or cancelling optional extras may not be possible less than 48 hours before pick up
  6 - If you cancel your booking less than 48 hours before pick-up you will be charged a cancellation fee of USD95. If you have paid less than USD95, you will not be charged more than you currently paid.
  If you purchased our Damage Refund Insurance product and have since decided to cancel your car rental booking, the Damage Refund Insurance will be cancelled automatically.
  If you wish to amend or rearrange your booking, the Damage Refund Insurance will initially be cancelled. We will, however, automatically create a new policy for your new booking.
  In both cases you will receive an email to confirm the cancellation at the email address you have provided during the online booking process.
  Please be aware that if you cancel your insurance policy less than 24 hours before the start of your car hire agreement, no refund for insurance will be granted.
  What is a no-show?
  A ''no-show'' occurs for the following reasons:
  1 - You didn''t inform us about your cancellation prior to your pick-up time.
  2 - You failed to pick up the car at the agreed time and date selected without notifying our customer service team of any delay before the pick-up time.
  4 - You failed to provide the documentation that's required to pick up the car.
  5 - you failed to provide a credit card in the main driver's name with enough available funds on it.
  In the event of any of the above, no refunds will be made to you.
  The car hire company reserves the right to refuse a car if you fail to arrive on time with all necessary documentation and a credit card with enough available funds for the car's security deposit. In the event of late arrival to the rental desk, and you failed to make contact with our customer service team before the pick-up time or your incoming flight details were not added to your booking, we cannot guarantee that the car will be available. In such a case, unless the car hire has been cancelled at least 48 in advance, you will not be entitled to a refund.

  Customer response

  11/02/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

*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. ↩