ComplaintsforAutomotive Broker Group

• Initial Complaint

  03/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I used the app hyrecar to rent a vehicle for one week. If you aren't familiar with the app, the basic concept is you rent a vehicle to use for a period of time from a private owner who isn't using the vehicle and agrees to allow you use of it. Hyrecar simply facilitates the arrangement between the owner and the person renting the vehicle. They get their cut of the funds. Anyway moving on, I rented a 2011 Honda Accord from a dealer(Automotive Broker Group)who has cars listed on the site to rent. On the day I picked the car up, the location listed as the pickup location for the car was incorrect and when I did get to the location, the car was atrocious, filthy, smelled musky, etc. these cars are supposed to be presentable to the renters upon pickup, fuel filled, tires, lights, and all things operationally just as if you were renting a vehicle from enterprise, budget, or avis. I had to take the car immediately to the car wash to clean, disinfect, and vaccuum. Then I noticed there was a headlight out. This was not a big deal and honestly the least of my worries, however, I am two days going on three into my rental of the car. On Saturday, I was out and driving the car when it overheated abruptly. I sat for a bit letting it cool to see if resuming normal function was an option. Upon starting the car again, the instrument panel lit up like a Christmas tree and the car was making a sound. At this point, I felt very uneasy so I contacted the owner(Automotive Broker Group)letting him know what happened and he said he'd have it towed. I followed his instructions and called me an Uber so I could get home from where I was at. The owner (Automotive Broker Group)said as soon as it's towed and he checks the car, he would close out the rental and issue a one day refund. I had asked about the other days remaining and he said they would be refunded as well. The problem is, it was not closed out until I called customer service two days in a row requesting it be closed. Cont in file

  Business response

  05/11/2022

  Business Response /* (1000, 5, 2022/04/06) */ Over here at Automotive Brokers Group we are a BMW repair shop and service center with a rental fleet to go along. We pride our self in our exceptional service and customer satisfaction. When it comes to our rental cars we have each one inspected and detailed before the arrival of a Customer, thus hearing things such as the car being dirty and smelling musky do not make much sense, upon further inspection although there was a single tear in the leather by the arm rest in the vehicle ******** was renting. Aside from that we make sure to let all our renters know we are a service center as well so a bad headlight bulb is not an issue at all for us to fix. Now when it comes to issuing a refund for any of our customers we must go through Hyrecar (The rental app platform) and without contacting them it would be impossible to take care of any rental related issue such as a refund; therefore we called the Hyrecar support team and had the refund for all the days she had not been able to use the vehicle and even explained to her the process and time (2-10) days it takes for the refund to go through. As this happened we were replied to with frustration and vulgar language which we let go and had the refund processed anyway to keep our word and customer satisfaction A1.

*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. ↩