ComplaintsforFlorida Van Rentals, Inc.

• Initial Complaint

  07/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I rented a van from Florida Van Rentals in June. I was charged $81.64 for fuel and have reached out to Florida Van Rentals to dispute the charge to no avail. When I call, I am told that I need to talk to someone in billing, the person is not in, or she will be in at a certain time. I was also given the email address for billing that I reached out to and have not received a response. I want to know why I was charged for fuel when the van was returned full. The gas hand was returned at the same level as it was received. Also, the address listed on the paperwork is different from the van drop off location. Initially, we went to the address on the paperwork which was the wrong address and not ***** ***** I am asking for that to be taken into consideration if that affected the fuel level.

  Business response

  08/10/2023

  Mrs. **** **** rented a 12-passenger van from June 28, 2023 to July 1, 2023. She received the vehicle with a full tank of fuel. Upon drop off we noticed the vehicle was not topped off with fuel. We explained to her the reason why she was billed. She read and signed our terms and conditions indicating that she read and understands our policy and is responsible for her miscellaneous charges. 

  Business response

  08/14/2023

  Mrs. **** signed off on our terms and conditions acknowledgement form and the credit card form indicating that she read and understood our policy. All of our vehicles are put out on rental with a full tank of fuel. All our vehicles vehicles that are being rented in Orlando is parked at *** ***** **** ******* **** **** ****** ******** ****** ******** ** ****** The pickup and drop off address was the same. Please be advised, this was the only way Mrs.**** was able to take the shuttle from and to the airport. Maybe she was running late and got lost on her way to drop off the rental and did not have time to stop and put fuel in the vehicle. 

  Customer response

  08/14/2023

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

  Understanding the policy and being charged erroneously are two different things.  Since I am not from Florida, I relied on the address on the receipt to get me to where the van needed to be dropped off.  The address on the receipt is **** ****** ****** *** *** **** ****** ******** ***** where ***** **** is located.  When picking up the van, all I had to do was wait at the airport for the shuttle bus to take me to ***** *****  Coming back, it was different, I had to drive to ***** **** and the address is not on the receipt.

  It is unprofessional and I do not appreciate the person responding to the complaint making assumptions about me running late to the airport, got lost on the way to drop off the rental and did not have time to stop and put fuel in the vehicle.  All of this makes no sense because my flight did not leave until later in the day.  ***** **** should take into consideration customers that are not from Florida and put ***** ****'s address on the receipt so they know where the rental should be dropped off.

  I know the fuel charge could easily be waived, however since they are refusing to do so I will not do business with them again and would not recommend anyone to do business with them.  Their employees are dishonest and charge fraudulent fuel fees.  I know the gas hand level was the same when I picked it up and dropped it off, maybe a little less due to driving from **** ****** ****** ** **** ****** ******** *****.  I asked for them to take that into consideration, but it seems that they want to hold no accountability in this matter.
  
  Sincerely,
  
  **** ****

• Initial Complaint

  07/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I scheduled to rent a van in May 2023. After finding out that the company uses a shuttle service, I canceled the reservation within a reasonable amount of time. I was still charged the full amount for the rental that I did not rent!

  Business response

  07/11/2023

  Dear Mr. *******

        Our office reserved a wheelchair accessible van for your travel dates of May 24, 2023 - May 29, 2023. You cancelled the reservation on the 14th of May. When you make a online reservation off our website our site will show you that we use a 3rd party that provides a wheelchair accessible shuttle that is available 24 hours a day. We have an open credit for you and your family when you pick any new travel date coming to Florida. 

  Reservation cancelled 30 days or more prior to arrival – $50.00 cancellation fee Reservation cancelled 14 to 29 days prior to arrival – $100.00 cancellation fee Reservation cancelled 0 to 13 days prior to arrival – $100.00 cancellation fee and balance held for 1 year from original arrival date and cancellation can be extended on a annual basis until used and the balance will be applied to a new reservation. Any customer that has a vehicle cancellation needs to email our office. No refunds on early returns. Below is our Cancellation Policy with additional supporting documents.

   

  Best Regards
  Emily
  Florida Van Rentals

  Customer response

  08/14/2023

  
  Complaint* ********
  
  I am rejecting this response because:
  This policy is absolutely ridiculous and should not even be legal.  They get to keep the money even if I never used and never will use their service.  I’m glad this makes sense to everyone else.  They literally get to steal my money because they say it’s a “credit”! We do realize this is a complete scam correct?  No one has common sense or common decency here!  
  Sincerely,
  
  ******* ******

  Business response

  08/14/2023

  Dear Mr. *******
      Our company has received and properly responded to your consumer complaint. Florida Van Rentals will make available a wheelchair accessible van for your new travel dates to Florida. Please advise our office with your new travel dates and we will be happy to provide a  rental vehicle. We have a online cancellation policy that we follow. Thank You and look forward to see you on your new future travel dates..
  
  Regards
  Florida Van Rentals

• Initial Complaint

  05/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I rented a van from Florida Van Rentals. May 3-10th, 2023. I informed them that as a disabled driver unaccompanied I had to have an electronic lift and could not use a manual lift myself. I heard nothing from the company. I arrived and went to where I could pick up the van (note it’s about 8pm at this point and I had 2 hours to drive) the lift was not electronic. I had to pay a stranger $20 open and close the lift for me. I then called the van rental place. Instead of giving me another from the location I was at I was told I could bring the van to their office which was 30 minutes in the wrong direction. Since I would be with a friend for 2 days I chose to wait until Friday to exchange it however the van was riddled with issues and very hard for her to close the doors and the ramp was not easy yo store and open so we had a horrible two days and even decided not to go extra places because of it. I returned the van and got another on Friday. After returning it I saw almost $80 come out of my account. I asked why and was told there was dog hair ALL OVER the van. My SERVICE DOG is trained to stay in place and was only on the floor in the passenger seat and it’s illegal to charge for a service dog. They refused to refund it. Mind you my service dog is also an 8 pound medical alert not a huge furry dog. I am asking for a refund of $79.88 and $20 due to their lack of concern for seeing I had a usable van. In addition my last 3 days I was alone. They met me and know I use a wheelchair and am incapable of cleaning the van. The small amount of hair my dog would have left would have vacuumed out when they cleaned the van for the next driver!!!! Please note picture of email saying they would never charge a customer for a service dog but lied saying there was hair ALL over the van. (Pictures wouldn’t upload please email [email protected] for them.

  Business response

  05/25/2023

  Dear Mrs. *****,
     Thank You for renting one of our wheelchair accessible vans.  Our office tries to provide wheelchair accessible vehicles to our customers on vehicle type selection requested. We can’t always provide exact request on each rental but we try to make it happen as often as possible. You called our office on day of pickup May 02, 2023 and mentioned you received a side entry wheelchair van with a manual ramp and manual door. You informed to our office that you had 1 or 2 individuals that would be able to assist you for 2 days and then would require a van that had a power door with ramp. On May 05, 2023, you drove to our office and we exchanged vehicles with you. The vehicle you returned was full of dog hair. We normally charge $250.00 for a hard cleaning. We only charged you $75.00 plus tax. Our office will never charge a customer that has a service dog on any of our rental vehicles. We only ask that you have the vehicle cleaned up so we can provide the clean van to the next customer in a clean manner. We are sorry for any inconvenience you experienced. We always try to provide proper customer service. Thank You and we hope you had a wonderful vacation..
  
  Regards
  Emily
  Florida Van Rentals 

*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. ↩