Customer ReviewsforFlorida Van Rentals, Inc.

Looking for a handicap accessible van began in February 2022 for our vacation to central Florida in May. Florida Van Rental seemed to fill the need with the transportation need, i was told acessible airport shuttle would be available and provided, all hours, 24/7. My Rental Agreement was for side entry van, for the sake of monitoring my severely disabled daughter on the road. We were met at the airport with no acessible shuttle, it was 1230am. I had to carry my daughter to the back of the shuttle and sit sideways in the seat due to her height. So unsafe! Not to Mention the risk of me falling into or out of the shuttle. Heading to pick up the van at Wally Park, our rental van was a rear entry van, not side entry. This arrangement was also risky seating for my daughter. Driving from the rental, 1am at this point, the back end of the van shook violently, the side door light indicated door not shut, it wouldn't close completely. And the left turn signal bulb out! I did contact FVR to report my concerns, share safety issues, no acessible shuttle, and ask for a side entry van, but never heard from customer service to remedy the problem. Eventually, I did get a reply from a Stephanie excusing the lack of compliance with ADA regulations and acessible shuttles, she mentioned the shuttle van was a courtesy. (She is unaware of ADA compliance) Again no remedy even though I requested another reliable shuttle service company to call, not looking for a freebie, i wanted safety and accommodation for my daughter- its the law. Received a call from Michael Goldberg saying something about a glitch with the shuttle being down, so I called them, and filled out request 2x for handicap shuttle two days before we left for home. Upon entering the gate at Wally Park, we were told the shuttle van had been broken for a while, still not running Renting to the disabled population should not be viewed as a favor. FVA and Wally Park are both responsible for the screw ups towards consumers.

Dear Amy,
Thank You for renting a vehicle from Florida Van Rentals on the dates of May 08, 2022 - May 14, 2022. Our office has been renting out wheelchair accessible vans for over 20 years. Our companies rent out the wheelchair accessible vans only. Our company works with a 3rd party which is ********* located in Orlando. They operate this parking facility which is 1 ½ miles away from the Orlando Airport. They make available wheelchair accessible transportation to and from this Orlando Airport. We are sorry that their shuttle bus was broken on your arrival as well as your departure dates. They normally notify our office when their shuttle bus is broken so we can contact our customers and advise them that the shuttle bus provided through ********* is offline. We will then tell the customer to have a family member get on their standard shuttle that is not wheelchair accessible and then pick up the rental vehicle so he or she can then pick up their remainder of the family from the airport. If the shuttle was broken on your departure date, then would notify you to drop off your family on deaprtures and then drive back to ********* to get on their standard shuttle bus for transportation back to the Orlando airport. We also have a disclaimer on our website which shows: *Orlando Vehicle Pickup/ Drop Off Is Available through ********* which is a 3rd party seperate from Florida Van Rentals. We are happy you had a wonderful family vacation and once again our company only rents out the wheelchair accessible vehicles and uses ********* as a 3rd party company that provides transportation services through the Orlando Airport. Our office will be happy to provide you a 10% discount on any future wheelchair accessible van rental. Have a wonderful day and be blessed..

Regards
Yami
Florida Van Rentals

Your website, your customer service and current website information are misleading and provide inaccurate information.
You talk about serving people for 20 years, so you should recognize that serving the disabled population comes with paying attention to detail of service you offer.
Your website appears lovely, every box is checked with accomplishments- Make A Wish, which incidentally my daughter was looking forward to visiting Give Kids the World where she had a wish granted for her lifelong incurable disease in 2005. Her trip, the week of May 9th, which began at 1230 am on May 9th by being carried onto your courtesy non acessible shuttle by your 3rd party provider.
(incidentally saying a 3rd party shuttle in effort to get out of what you are telling people about an accessible shuttle doesnt work) That is NOT a courtesy, it's a tragic inconvenience and handicaps the handicaped even more, including my daughter. I called Florida Van's in the afternoon of May 8th at 1149pm to ask about the handicap shuttle because our incoming flight was changed, AGAIN, I was assured that the shuttle would be at MCO to assist with my daughter who is so severely disabled that she needs wheelchair and restraints for safety.

I'm going to rewind for a minute. When I initially reserved a side entry van, it wasn't because it seemed cool or amazing to rely on a van to transport my daughter, its because a "side entry is MEDICALLY NECESSARY!" This isn't a "favor" MY daughter paid for with her SSDI check, she needed to be monitored during her vacation because she is fragile.
This van was reserved months prior to our arrival to secure an appropriate vehicle she needed. And each time I called to ask a question to your customer service to plan for my daughters vehicle, I asked about accessible operation times or if I needed to arrange for alternative service for her.
I've been providing 21 years of unique care to my daughter, and never have I had such incompetent service from a company. Not a hospital, a public establishment, an airport, hotel, or school.

From not receiving a AAA discount that I asked for in an email on the night I reserved a van, not receiving the side entry van that was reserved months prior, not receiving factual information about how I could safely and reliably transport my daughter to pick up the rental and to the airport or on the way home, both verbally and in writing in an email; everything about Florida Van Rentals was misleading and false.

You mentioned a 10% discount on a future rental, my AAA discount wasn't even applied to the cost of the past rental. What a joke.
Do you really think I would want to rent a vehicle for her or anyone, from a company that makes excuses and lacks communication and follow through?
The back end of the van shook violently, the left turn signal was burned out, and only 1/2 of the windshield was cleaned. And my daughter was delivered a rear entry van, making the need for medically monitoring her was quite the challenge! This too was reported to your VP and ignored.
My daughter was so severely inconvenience and put at risk by your company by not providing service that she paid for, if there is any compensation, it's a full refund.

Restructure your website to include your botched 3rd party courtesy non accessible shuttle info, it's not mentioned on your website. If your providing shuttle service for the common public, you must provide accessible shuttles for the disabled. I think you are aware. Your company literally ruined my daughters vacation; travel was a large part of what surrounded the days in Central Florida.
A handicap van for her was a medical necessity not a favor your company provided.

No more excuses,Yami....

AC

I absolutely DO NOT RECOMMEND. Their customer service and level of consistency in communication is abysmal. And their excuse for it is, so COVID happened and we had difficulties. However, If my ability to travel is canceled 3 months prior for the same COVID reason, sorry, you still owe us the cancelation $$$. Long story short, we booked at the start of November for a trip in March. We lost the ability to travel due covid regulations and promptly sent in a cancelation request via email prior to the end of the month. To start with, absolutely NO one responded to the email, sent a confirmation, or provided the information that I would still incur a cancelation fee. However, 3 months. later here comes a phone call that we still have your reservation on file. At that point, I informed them, we no longer required the vans pursuant to the email that was already sent. Their response, "okay, I am sorry, no one seemed to have closed the file, thanks". Once again, absolutely no mention of a cancelation $$$, so I thought the matter was closed. Not two weeks after that I was charged the cancellation fee. Missed the smallest of fine print that it is 30 days "or more" is still a $50 charge. So essentially, don't take your time to fill out the paperwork to potentially request information and have to cancel or you will be charged for wasting your own time. So moral of the story, unless they are coming up asking you for money, they don't know how to use a phone or email you. No doubt they will take the time to respond to this comment and reiterate their cancelation policy. As I already mentioned to them when I picked up the phone, "don't worry, you got your money and made sure to cover yourself." Clearly your small family business only means you care to take your money in the moment rather then developing a long term relationship. We travel to Florida each year and had planned on using your service, (I learned my lesson though) since the process was not too difficult (well that was p

Dear Jessica,
Our office received your van rental for the dates of March 04, 2022 - March 13, 2022. You cancelled the van rental reservation on November 30, 2021. Our office has a cancellation policy as stated on the reservation when the rental was made which is located under the total charges of the rental. We follow the cancellation policy. We also mentioned on our phone call that we will allocate the cancellation fee towards your new future travel dates. We value all individual customers as well as companies, colleges or universities. We will be happy to provide you as many vehicles as you need on your next trip to Florida. Our office has been running into problems with our staff that have had covid issues with themselves or other family members. The world we live in unfortunately is ever changing. We value your voice and understand what you have said. Be safe and we hope you give our office the opportunity to make available rental vans on your future trip to Florida.

Unlimited mileage is unavailable to FL Residents. Please see our mileage policy for specific details.
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