Auto Rentals and Leasing
ONS Rent-A-CarThis business is NOT BBB Accredited.
Find BBB Accredited Businesses in Auto Rentals and Leasing.
Complaints
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/12/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
We requested to rent a car form ONS Rent-A-Car from the internet. He send us the original contract and we agreed to rent. When we went to pickup up the car, we asked for the rental contract. The manager told us that everything is electronic in ONS Rentals and that he was going to send us the contract on e-mail. In about 3-5 days he send us the contract. We signed and sent it back to them. When the time came to return the car, the manager drove us to the *** airport.We had paid him $29.90 to drive us the the airport, ( even if in the agreement the trip to the airport was complementary). During the trip, he gave to my wife to sign three different documents. My wife responded that she can not read and she did not have her glasses with her. The manager responded that it is nothing to worry about and that she had to sign them, in a loud and threatening tone. Given that we are old people and at the same time we did not want to miss our flight, my wife sighned the documents. He did not give us a copy of the sighed documents. when we arrived at the air port, I asked him again for the receipt for about $2,500 and the $300 refundable deposit. He did not respond to me. Finally ONS had changed the original contract and when I communicated using "messenger" why he did not refund our $300, he responded that we will get the refund in three business weeks. The point is that he did not give us a copy of the contract before we picked up the car and he had the time to change it. Yes, we show after 3-5 days into the contract the change of returning the refund in 3 business week but it was too late for us to change anything given that we already had the car for almost a week and he had already charged out credit card for the entire amount in advance. Please help people and request from ONS to change his practices, so people know what they have to pay and when they are going to get back the money they have paid ! We would also like the refund us the deposit. Thank you for your help.Business response
04/13/2024
Dear *************************,
We have carefully reviewed your complaint regarding your recent rental experience with ONS Rent-A-Car, and while we appreciate your feedback, we must address several inaccuracies and misrepresentations.
First and foremost, we want to clarify that a copy of the rental contract was provided to you electronically, in line with our standard procedures. Contrary to your claims, you had ample opportunity to review the terms and conditions of the contract before signing. Furthermore, any suggestion that we altered the contract after your agreement is entirely unfounded and misleading.
Regarding the transportation to the airport, it is important to note that our shuttle service is complimentary for all our customers. Any insinuation of additional charges is simply untrue and mischaracterizes our commitment to providing exceptional service.
As for the refund of your security deposit, we understand your desire for a swift resolution. However, it is essential to reiterate that our refund policy clearly states that deposits are fully refundable and returned within 15 business days, as communicated to you multiple times. Any attempt to expedite this process through threats or coercion is both unnecessary and inappropriate.
Rest assured, your security deposit of $300.00 will be refunded to the credit card initially used on April 26th, 2024. This is in accordance with our policy, as outlined in the contract, which Ive attached once again.
In conclusion, we are committed to resolving any legitimate concerns you may have in a professional and timely manner. However, we will not tolerate baseless accusations or attempts at manipulation. We kindly ask that you respect our policies and procedures, which are in place to ensure fairness and consistency for all our customers.
We appreciate your understanding and cooperation in this matter.
Sincerely,
************
Operations Manager
ONS Rent-A-CarCustomer response
04/15/2024
Complaint: 21567103
I am rejecting this response because:
Sincerely,
*************************Business response
04/18/2024
Dear *************************,
We have carefully reviewed your complaint regarding your recent rental experience with ONS Rent-A-Car, and while we appreciate your feedback, we must address several inaccuracies and misrepresentations.
First and foremost, we want to clarify that a copy of the rental contract was provided to you electronically, in line with our standard procedures. Contrary to your claims, you had ample opportunity to review the terms and conditions of the contract before signing. Furthermore, any suggestion that we altered the contract after your agreement is entirely unfounded and misleading.
Regarding the transportation to the airport, it is important to note that our shuttle service is complimentary for all our customers. Any insinuation of additional charges is simply untrue and mischaracterizes our commitment to providing exceptional service.
As for the refund of your security deposit, we understand your desire for a swift resolution. However, it is essential to reiterate that our refund policy clearly states that deposits are fully refundable and returned within 15 business days, as communicated to you multiple times. Any attempt to expedite this process through threats or coercion is both unnecessary and inappropriate.
Rest assured, your security deposit of $300.00 will be refunded to the credit card initially used on April 26th, 2024. This is in accordance with our policy, as outlined in the contract, which Ive attached once again.
In conclusion, we are committed to resolving any legitimate concerns you may have in a professional and timely manner. However, we will not tolerate baseless accusations or attempts at manipulation. We kindly ask that you respect our policies and procedures, which are in place to ensure fairness and consistency for all our customers.
We appreciate your understanding and cooperation in this matter.
Sincerely,
************
Operations Manager
ONS Rent-A-CarCustomer response
04/19/2024
Complaint: 21567103
I am rejecting this response because:ONCE more ! Attached is the ORIGINAL agreement that we received from ONS. As you will observe, in this agreement it does refer to the $300 refundable amount but it did NOT indicate that he was going to return the $300 in15 business days after we return the car !! Please read it !
The agreement ONS sent you was given to us after we were driving the car for one week and it was too late to do anything. Please read the attached file and if you have any other question please feel free to call ma at ************ .
Sincerely,
*************************Initial Complaint
05/20/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
On April 22nd I rented a vehicle from ONS and paid a $300 security deposit. I returned the vehicle on April 24th in the same condition as when I rented it. To this day I have not received my security deposit back and in spite several calls and texts, no one from ONS will respond. Today is May 20th, well past the 15 calendar days I was told it would take to receive my deposit refund. I believe they are trying to keep my money / scam me. I can provide copies of my texts to ONS that were unreturned if needed (they don't pickup when you call, only tell you to text).Business response
06/13/2022
Business Response /* (1000, 5, 2022/05/27) */ I have reviewed this complaint from Mr. **************. The security deposit was processed as promised per our company policy, which is to process the refund on the 15th Business Day excluding the first 24 hours after vehicle has been returned in the same or better condition then it was received. I have attached the Receipt Showing the refund that was processed on 05-21-22. We consider this case resolved. Thank you.
*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. ↩
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.