Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/27/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was renting a car from Drive Sally from January for $410 a week, and they repossessed the car without explaining the reason to me. I couldnt drive the car for a whole week because of a battery issue with their car. It took them a week to replace the battery for the car, so I couldnt make the payment because of them. Also,I am a rideshare driver.

  Business Response

  Date: 09/27/2024

  Hello *********,

  Thank you for bringing this matter to our attention. We sincerely regret any frustration or inconvenience you may have experienced. It appears there was a miscommunication between our onsite service team and our billing department regarding the repair of your battery.
  In response to your concerns, I want to assure you that any charges applied after 9/16 will be removed from your account. Additionally, as a gesture of goodwill for the inconvenience caused, we will be applying a credit for one week of service.
  We truly appreciate your business and are committed to providing you with the best possible service. Please dont hesitate to reach out if you have any further questions or concerns.

  Customer Answer

  Date: 09/30/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ********* *******
  
  
  
   
  
  

• Initial Complaint

  Date:08/23/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car and drove on other shared apps like **** or Lyft. I just dont like their different departments , its the payment department that showed 0 ********* First couple of months I made my payments everything on time , they have a pretty weird customer service center where as its hard to get in contact with anyone during the week and then they are closed on the weekends so it makes it even worse. At the start of July -mid august my dad ended up having 3 strokes in and out the hospital. Spending days in the hospital , I had to come out of my pocket so much while as still paying my rent to drive sally. Some weeks I didnt pay the whole amount some weeks I payed doubled to catch up. I end up owing 1300 dollars in august with a payment scheduled for 500$, I also was trying to speak with someone from the team to let them know what I was doing and what serious situations was happening within my family . They then decide to send a text saying our contract is being compromised and they are repoing my car. Mind you I have to drive back and fourth to hospitals and can be called anytime . They shut my car down where I cant move it and then barely communicated . It was the payment team side which has their own employees and cant speak to anyone . Since then Ive paid 800$ with 500 remaining but no contact from them. I feel violated , I feel neglected and I feel like their was no sympathy for me. Paying them was no problem but it was just life or death situations I was going through and they just were very harsh and mean. I would like them to reverse the repo or pay me all the money is m Spent as it was crazy times and I was trying but they had no care about me just my money.

  Customer Answer

  Date: 09/20/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Drive Sally, LLC has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  Date:05/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  y has dismissed me once again. please reright ChatGPT I've been renting the same car for several years without any complaints until recently. The air conditioning started acting up, and despite multiple attempts to fix it, it remained a problem. It turned out that the A/C evaporator was faulty, causing the car to emit toxic fumes, which was not only harmful to me but also to anyone else riding in the car.After three weeks of misdiagnoses, the rental company's solution was to pressure me into upgrading to a new car that cost nearly $100 more per week. Eventually, after much back-and-forth, they found a replacement car that was similar to mine. However, I'm now paying more each week for a vehicle that's in far worse condition than my original one. It's beaten up inside and out, and half of its features don't even work.When I raised these concerns with ******, they were dismissed, and I was simply told that I'm on a waiting list for another car, with no indication of when I might actually get it. It's frustrating to feel like my concerns are being brushed aside, and I'm left paying more for an inferior vehicle. Contact by manager in ********.

  Customer Answer

  Date: 06/10/2024

  At this time, I have been contacted directly by Drive Sally, LLC regarding complaint ID ********, however my complaint has NOT been resolved because

   

  On June 7, ****** returned my original vehicle, but the A/C problem was not fixed, making the vehicle unusable from June 7 to June 10. On June 10, I had to bring the vehicle back for repairs. ****** attempted to manipulate the situation by offering a $42 credit (equivalent to one day), ignoring the fact that the vehicle was inoperable for several weeks and not acknowledging the period from June 8 to June 10. Furthermore, ****** tried to reduce the weekly rate from $300 to $290, avoiding all other charges I incurred for a vehicle I couldn't use. This issue remains unresolved as of June 10.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  ***********************

• Initial Complaint

  Date:04/22/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car from Sally back in December. During the rental, I had a small fender ******- I followed their instructions and made sure to drive to the dealership with the dash cam footage the very next day. The person at sally had me pay a $500 deductible but in increments of $25 weekly to pay it down; however I was able to return the vehicle in March with no damages on the vehicle from the fender ******. I did return the vehicle with windshield damage, which I totally understand- however sally kept on charging me weekly after the rental even though they had my $300 deductible as well as the $329 from paying them weekly for the bogus insurance claim - more than enough to cover the broken windshield.

  Customer Answer

  Date: 05/16/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Drive Sally, LLC regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

• Initial Complaint

  Date:04/10/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car and returned the vehicle on March 19, 2024. I paid a $300 deposit and there is a credit of $125.07 due back to me. I called Drive Sally on April 8th and no answer or call back. I sent a text to their support and they didn't answer my question or provide details about when I should expect to receive the deposit and credit. Instead, they said they issued a refund in January to a different credit card. I never received a deposit and never used a credit card ending in ****. Drive Sally stopped responding to my text.I did not see any mention of a deposit or how they are handled in the contract or mobile app. I haven't received any written correspondence from Drive Sally in regards to why my deposit is being held. My resolution is to receive the $300 deposit back as well as the credit of $125.07.

  Customer Answer

  Date: 05/06/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Drive Sally, LLC has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  Date:04/04/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been renting a vehicle from Drive Sally since approximately January 2024. The weekly rate is $410.00 per week due every Thursday, if not received by Friday at 10:30 a.m., however, I think the time changed a late fee of $50.00 is incurred. Therefore, every week I pay a late fee due to the day the payment is due on, I pay the balance of the prior week by Thursday morning at the latest. This week, I paid $100.00 on Tuesday, $120.00 on Wednesday morning and Wednesday afternoon the car was deactivated. There's a balance of $239.00 remaining because this vehicle is primarily used for rideshare, I had reservations on Wednesday evening so I would be able to pay the remaining balance. Due to them deactivating the vehicle as if I haven't paid anything, I have to cancel my reservations. This is exactly how car rental businesses end up with the careless drivers who **** their vehicles. Since January 2024 I haven't wrapped their vehicle around a tree or caused any negligence damage. I had to have the vehicle detailed this past weekend due to a rideshare passenger vomiting inside of it which caused me to be short on money had I known this is how I would be treated I would not have had it cleaned.

• Initial Complaint

  Date:01/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a vehicle from Drive Sally Rentals for Shareride driving which the rental price includes unlimited ****************** The vehicles are used to drive for Uber, LyftUpon my last rental I was told that they have a new policy that requires a deductible for insurance in the event that theres an accident. I was involved in an accident on October 14,2023 which the other driver hit me. I contacted the other party insurance & was told that the other driver is responsible & the insurance company was waiting for Drive Sally to respond. I was told if the accident is proven to be a no fault accident the deductible would be returned. Ive called several times inquiring about my $300 & was told that the Drive Sally have verified that the accident was not my fault & that the manager need to be contacted in order to release the funds. It seem as though Im getting the run around. I have Not heard back from Drive Sally in the 2 weeks I have been contacting them concerning this issue. While renting with them communication is usually through texting, Ive tried that & was directed back to original communication which is by phone.

  Business Response

  Date: 01/29/2024

  Hello *******, I apologies for the inconvenience. We're still coordinating with the other party's insurance for damage funds, currently waiting for the transfer. As a courtesy, I've expedited the refund to your card on file. Please don't hesitate to reach out for any further questions

  Customer Answer

  Date: 02/01/2024

  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 and the matter has been resolved. Its sad that this issue wasnt handled before contacting BBB. 
  
  Sincerely,
  
  ***********************