ComplaintsforCarrentals.com, Inc.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We booked a reservation for a vehicle that was supposed to be picked up on April 11th 2024 in ********* **. To which we were told we could reserve and pick up the car with a digital card. When we arrived to pick up at Sixt car rental, they stated no digital cards were accepted. Given that the person on the reservation did not have a phisical card to pick up the vihecle We were forced to cancel the reservation we originally had with Rentalcar.com to rebook a new reservation directly with Sixt through another person which had a physical card. Given that the issue wasnt our fault and out of our control rentalcar since we were missinformed, we called and was told we were going to be given a refund, which later the same day they refused. We fought it with our credit card only to be told we need to pay for the car we never got from them. I will never rent a car through them never again, their customer service is rude and will yell at you when requesting the refund.

  Business response

  06/27/2024

  June 27,2024
  
  Better Business Bureau 
  ******,****** & ******************
  Complaint Department
  
  RE: Carrentals.com Case # SF- 03084402
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Carrentals.com regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.
  
  Carrentals.com is responding to the consumer complaint from *********************************** (BBB case number ********) regarding a car reservation.
  
  We request that ******************** provide us with the email address or phone number used to book the reservation and the itinerary number. The requested information will enable us to address Mr. ********* concerns appropriately. If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Thank you,
  ***************
  Global Traveler Resolutions Team
  Carrentals.com

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I thought $338.46 plus $44.00 for insurance was a great deal for a 4-day car rental in ****** through CarRentals.com. Boy, was I wrong.First surprise: after booking, the confirmation email including the insurance policy came from Expedia. Turns out, CarRentals.com is an **************** Fast forward to ******. At the Alamo counter, I was informed that the insurance I purchased through CarRentals.com was useless. The agent advised me to go directly through them next time and said I had to buy new insurance and seek reimbursement from CarRentals later.The total charges skyrocketed to 870 (about $930.77), nearly triple the original booking amount:214.12 for time and distance ***** for premium location charge ***** for RFO 96 for a vehicle upgrade (although I didn't get an upgrade)16 for personal effects coverage ***** for TWR 110 for CDW ****** for taxes and fees (TVA - TN)How about these cryptic acronyms in my invoice? Being obscure is a choice, and it's right there in the Alamo contract. Not a good look for them.Back in ********, I discovered CarRentals.com has no customer service number, just an unhelpful bot that directed me to *** surprise, surprise, they were the policy providers. I called ***, and TravelGuard answered. Hilarious. Through TravelGuard on the phone, I opened a ticket that remains pending.As a broker, CarRentals.com is not well-positioned to represent all the nuances of the charges in great detail, leading to a massive mismatch in expectations. With each company taking a cut, it's no surprise that the user experience is awful and the prices are inflated. A single entity managing car rentals would greatly improve the experience and lower costs. Until then, avoid CarRentals.com by Expedia and book directly with a reputable agency if only I knew which one.

  Business response

  07/03/2024

  July 03, 2024
  
  Better Business Bureau
  ******, ****** & ******************
  Complaint Department
  
  Expedia Case # SF - 03048335
  
   Dear Better Business Bureau,
  
   Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.
  
  Expedia is responding to the consumer complaint from ***************************** (BBB case number ********) regarding the extra charges done by rental provider. 
  
  Our records indicate on April 20, 2024, **************** booked an Economy 4/5Door Car reservation under itinerary ************** for five adults. 
  
  Upon reviewing the details, weve determined that the charges in question are not mandatory. we reached out to Alamo car rental, and they confirmed that the rental agreement **************** signed upon pickup included all the charges listed in the invoice (such as AEP, CDW, and RAP etc.). Additionally, **************** opted for a vehicle upgrade, there was an additional charge for refueling the vehicle. While we appreciate your understanding, it appears that the rental provider has a signed agreement covering all charges, and unfortunately, we cannot make further adjustments.

  We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Sincerely,
  *************************
  Global Traveler Resolutions Team
  

  
  

• Initial Complaint

  06/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to discuss this is issue with CarRentals for over a month. Firstly, they will not discuss on the phone and have told me this can only be done over email. However, we have now gone in circles which is why I am trying to escalate to here. I prepaid for a car rental and their business charged my card. On the day of my rental, because the vehicle type I selected was one that the the rental shop never carried, I had to get a whole new car at an upgraded price. So I paid full price (which an upgrade premium). I have now tried to get CarRentals.com to refund me the prepaid amount, but they refuse because they said the car rental shop wont refund it. However that charge was not made by the car rental shop but by CarRentals.com.

  Business response

  06/18/2024

  June 18, 2024
  Better Business Bureau
  E.com - ******, ****** & ******************
  Complaint Department
  
  RE: Expedia Case # ********
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.
  
  Expedia is responding to the consumer complaint from ******************* (BBB case number ********) regarding car rental reservation booked under Itinerary 72833261297282.
  
  Our records indicate that ******************* booked a car rental booking for 2 days on May 18, 2024. However, on the pick-up day, the car type booked was not available, so he had to purchase an upgraded car which costs 80USD/day extra.
  
  We contacted Dollar car rental and was advised that the upgrade was accepted by ******************* and they will not refund the fee charged for car upgrade. Unfortunately, we cannot process refund on behalf of vendor. Please note that CarRentals.com serves as a third party intermediate and has to abide to the vendor's policy.
  
  We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Sincerely,
  *******
  Global Traveler Resolutions Team

• Initial Complaint

  04/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This happened on April 7th of 2024. i went to the website carrentals.com, prepaid for a car from the 7th to the 14th. When I went to pick up the car, the business Greenmotion said I need to purchase their insurance. Nothing on the carrentals website says that I need to purchase their insurance. I have my own insurance that covers everything. They denied me the rental and kept my money. I contacted carrentals and they are dodging me with excuses. They collected my financial information and charged my credit card. They said they will contact GreenMotion and give me an answer within ********************************************************************************************************************************* my money, This is misrepresentation, deceiving the public and they are not being liable for their faults. This is a scam.

  Business response

  04/17/2024

  17 April 2024
  

  Better Business Bureau
  ***********************
  Complaint Department
  
  RE: CarRentals.com Case # ********
  

  Dear Better Business Bureau,

  Thank you for taking the time to contact CarRentals.com regarding an issue from our customer.

  We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.
  CarRentals.com is responding to the consumer complaint from CarRentals.com (BBB case number ********) regarding a Car rental booking. We understand ***************** is requesting Car rental booking refund
  Upon further research, we are unable to locate an CarRental.com account related to ***************** complaint. We respectfully request that Miss provide us with the email address used to book the reservation, and the itinerary number. The requested information will enable us to appropriately address ****************** concerns.

  If you have any further questions or concerns regarding this matter, please feel free to contact us.

  Sincerely,
  ***********************
  Global Traveler Resolutions Team

  Customer response

  04/17/2024

   
  Complaint: 21579988
  
  I reject their response! How can they say that they cannot find my reservation if I am providing my trip number and the credit card statement proving that I had a booking and they charged my credit card? when I go online to carrentals.com I still see my reservation. This is absurd.
  
  ***********************

  Customer response

  04/17/2024

  EMAIL ADDRESS USED IS ******************* AND THE **** NUMBER IS **************

  Business response

  04/24/2024

  24th April 2024
  
  Better Business Bureau 
  
  ***********************, *************
  Complaint Department
  
  RE: Carrentals.com Case # ********
  
  Dear Better Business Bureau, 
  
  Thank you for taking the time to contact CarRentals.com regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention. 
  
  CarRentals.com is responding to the consumer complaint from ****************************** (BBB case number ******** ) regarding Car rental booking. 
  
  Our records reflect Car rental booking under itinerary number **************, from 07th April 2024 to 14th April 2024. We understand ***************** is requesting for refund.
  I checked with car rental company Greenmotion, according to their terms & condition they dont honor all insurance brands . ***************** had an insurance which is purchased out of ***, which is not eligible for car rental according to Greenmotions policy.
  They offered a better insurance option which allows ***************** to avail car, also Greenmotion confirmed her Credit/debit card wasnt eligible to be used for security to avail car rental.
  Hence ***************** couldnt avail car which she booked. For detailed information about the Car rental policy log on to ***************************** .
  We respectfully deny Miss ******* refund request.
  
  We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Sincerely,
  Ashish
  Global Traveler Resolutions Team
  
  

  Customer response

  04/24/2024

   
  Complaint: 21579988
  
  I am rejecting this response because: first of all, I have never tried to pay with a debit card, I have an international credit card, they charged that card and my international credit card has insurance that fully covers any accident with a rental. As per ********** of ************ General, they cannot make people purchase their insurance just because they want to make money out of insurance. GreenMotion is a scam, the owners had a lot of trouble with the law for scamming people, Carrentals.com is the company that I rented from and they have to be liable for the misrepresentation. They are lying about everything. They charged my CREDIT CARD, denied me the rental and should not keep my money. 
  
  Sincerely,
  
  ***********************

  Customer response

  04/24/2024

  It just became clear that The Better Business Bureau is useless and careless about businesses scamming the public.

• Initial Complaint

  03/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I booked a reservation online a month prior to the rental date ( to pay at check in on 3/13/2024 3:30am in ***** *********** AirPort (531.33)Was then told at desk that it was $842.49 plus ****** retainer it was 4:00am so I had to pay or start of a ruined vacation. The attendant also copied my drivers **************** card and the last she didnt return. Till a colleague of her called me to say she found it at copy machine. So also had to return to airport two towns away from where I was staying, to collect my credit card.

  Business response

  03/27/2024

  March 27, 2024
  
  Better Business Bureau  
  Carrentals.com, Inc.
  Complaint Department
  
  RE: CarRentals.com, Case # ********
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact CarRentals.com regarding an issue with our customer. We appreciate the ********************** ("********************") allowing us time to address the comments and concerns brought to our attention.
  
  CarRentals.com is responding to the consumer complaint from ******************************* (BBB case number ********) regarding a Car rental reservation.
  
  Our records indicated that on February 06, 2024, the traveler booked a Car rental itinerary using the Car Rentals.com website under itinerary **************. The pick-up was on March 13, 2024, and the drop-off was on March 19, 2024, at **************************, *****, with Thrifty Car Rental.
  
  After receiving this complaint, we reviewed the itinerary ************** and contacted Thrifty Car Rental, who informed us that ********************** never picked up the car with Thrifty Car Rental on the pick-up day. We would like to ask ********************** to provide us with a payment invoice from Thrifty Car Rental to help him further.
  
  While we regret that ************************** experience was not as we hoped, we thank you for allowing us to address the issues brought to our attention. 
  
  Please contact us if you have any further questions.
  
  Regards,
  ***************************
  Global Traveler Resolutions Team
  
  

  Customer response

  03/29/2024

   
  Complaint: 21463186
  
  I am rejecting this response because:
  I picked up the vehicle they just tacked on over $300& some on extra charges. To top it they didnt even have the vehicle or similar at the time of pick plus the agent asked for my credit card 3xs to photo copy it and never returned it. I had to take half a day from my limited time vacation to travel back to ***** (a town I wasnt vacationing in) to pick up my credit card.
  Sincerely,
  
  *******************************

  Customer response

  04/03/2024

  Itinerary # **************
  They state I never picked up the rental . they kept my credit card, from the 3xs they photocopied it. Had to return the next day wasting gas and precious vacation time. Because the agent left it in the copy machine and a colleague of hers called me ,that morning to inform me of the prior agents mistake , to pick it up at my convenience. Inconvenient at most

  Business response

  04/04/2024

  April 5, 2024
  Better Business Bureau
  *****, *****
  Complaint Department
  
  CarRentals.com Reference Number: SF02611573
  
  Dear Better Business Bureau,
  
  I thank ******************************* for sharing the bill from Thrifty. I have reviewed the bill and have found that the tax amount was higher than stated in the original booking by CarRentals.com. Our booking showed the tax amount as USD *****; however, the actual tax ****** paid was USD ******. I am offering to refund USD ***** to ******; however, I'll need her card details to process the refund. {Please don't share the card details in writing on this BBB portal}. Please let me know when I can call along with the phone number, and I'll call ****** to refund USD *****. 
  
  I see that Thrifty has also charged USD ****** for insurance. I wish to highlight here that it was mentioned in the booking details on CarRentals.com that the car rental may charge for mandatory insurance. Therefore, CarRentals.com is not liable to refund this amount, as it was duly advertised in the booking details by us. 
  
  We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Sincerely,
  ***************************
  Global Traveler Resolutions Team

  Business response

  04/20/2024

  April 5, 2024
  Better Business Bureau
  *****, *****
  Complaint Department
  
  CarRentals.com Reference Number: SF02611573
  
  Dear Better Business Bureau,
  
  I contacted ****** and have refunded a total of USD ****** to his **** card ending in 2487. This amount includes:
  a: The excess tax charged to him for USD 82.36
  b: Goodwill refund of USD 47.64
  c: Refund of the deposit amount of USD 100.00
  
  During my phone conversation and with this refund, we have reached a resolution to this case.
  
  We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Sincerely,
  ***************************
  Global Traveler Resolutions Team

  Business response

  04/20/2024

  April 20, 2024
  Better Business Bureau
  *****, *****
  Complaint Department
  
  CarRentals.com Reference Number: SF02611573
  
  Dear Better Business Bureau,
  
  I contacted ****** and have refunded a total of USD ****** to his **** card ending in 2487. This amount includes:
  a: The excess tax charged to him for USD 82.36
  b: Goodwill refund of USD 47.64
  c: Refund of the deposit amount of USD 100.00
  
  During my phone conversation and with this refund, we have reached a resolution to this case.
  
  We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Sincerely,
  ***************************
  Global Traveler Resolutions Team

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reserved a car with Routes Car Rental through Car Rentals.com, for October *****. I called the day before to make sure I would be arriving during their business hours. I arrived at the *************** at 8:30 pm and phoned the number that was provided by Routes car rental for a pick up to get the car. No one answered. I called several times. I was unable to pick the car up because they did not answer the phone and did not send the required shuttle. I had to take a very expensive Uber to my hotel and appointment the next morning. I contacted Routes Car Rental and was sent an email with an apology. The email stated that Car Rentals.com should provide me a refund. I will attach the email. Car Rentals.com is still refusing to issue the refund.

  Business response

  12/04/2023

  December 04, 2023
  
  Better Business Bureau
  ******, ****** & Western **********
  Complaint Department
  
  Re: Carrentals.com case # ********
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Carrentals.com regarding an issue from our traveler. We appreciate the Better Business Bureau allowing us to address the comments and concerns that have been brought to our attention. 
  
  Carrentals.com is responding to the consumer complaint from *************************** (BBB case number ********) regarding the refund of a car booking. Our records indicate that on 7th Oct23, ************** made a car rental booking with Routes for 16th Oct23 with itinerary reference **************. We did not find any communication with the frontline team.
  
  Upon receiving the complaint from BBB, we contacted the supplier to verify the refund approval but did not receive a favorable response. ****** informed us that ************** did not show up at the pick up counter and was marked as noshow. Accordingly, they did not approve a refund on the booking.
  
  We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
   
  Regards,
  ***********************
  Global Traveler Resolutions Team
  
  

  Customer response

  12/04/2023

   
  Complaint: 20932594
  
  I am rejecting this response because:
  The refund was approved by Routes see attached email. I tried to pick up the car but they were not there to pick me up. They agreed they were at fault.
  Sincerely,
  
  ***********************

  Business response

  12/11/2023

  December 11, 2023
  
  Better Business Bureau
  ******, ****** & Western **********
  Complaint Department
  
  Re: Carrentals.com case # ********
  
  Dear Better Business Bureau,
  
  Thank you for forwarding the consumer rebuttal from *************************** (BBB case number ********). We regret to hear ************** did not accept our resolution offered.
  
  We have reviewed the email attachment shared by Ms. ****** and have contacted the Routes staff again with the new information. Routes have apologies for the miscommunication and approved the refund. Accordingly, we have processed a full refund of USD ***** to the card ending with XXXX-****, originally used to book the travel. The refund will reflect in the account with in 5 to 7 working days.
  
  We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Regards,
  ***********************
  Global Traveler Resolutions Team
  
  

• Initial Complaint

  11/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,I hope this letter finds you well. I am writing to file a complaint against CarRentals.Com regarding a recent experience I had with their business practices.On [7/16/23], I made a purchase from CarRentals.com for a vehicle rental from their partner company FoxRentACar using my debit card for payment. To my surprise, I later discovered that they required a Credit Card not a Debit card, and this information was not disclosed to me during the transaction. The transaction was processed but when I learned this information FoxRentACar cancelled the rental. They asked that I contact CarRentals.Com to cancel as well and issue a refund. They have refused to issue a refund to this day. I believe this practice is misleading and unfair to consumers, as I was not informed that using a debit card would result in a big ordeal. I attempted to address the issue directly with CarRentals.Com customer service, but my concerns were not adequately addressed. I believe it is important for consumers to be fully informed about any potential issues associated with their payment methods to make informed decisions.I kindly request your assistance in investigating this matter and facilitating communication between myself and CarRentals.Com to resolve the issue. I appreciate your attention to this matter and look forward to a fair resolution.Thank you for your time and assistance.Sincerely,*********************

  Business response

  11/26/2023

  Nov 26, 2023
  
  Better Business Bureau
  ********, **
  Complaints Department
  
  RE: ********
  
  
  Dear Better Business Bureau,
  
  Thank you for taking out time to contact Carrentals.com regarding an issue from our customer. We appreciate the ********************** ("********************") allowing us time to address the comments and concerns brought to our attention.
  
  Carrentals.com is responding in reference to the correspondence received from ************************* (BBB case number ********) regarding her rental car booking.
  
  Upon researching ***************************** complaint, we were unable to locate the itinerary related to the provided information. The itinerary number was not specified in the complaint and the information provided did not yield any results in our system. Please have the customer provide their itinerary number and email address used at the time of booking so we can locate their account. This will allow us to research this matter properly and resolve accordingly.
  
  If you have any further questions or concerns, please do not hesitate to contact us.
  
   
  Kind regards,
  ***************************
  Global Customer Resolutions Team

• Initial Complaint

  09/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of the transaction: 9/3/23 Amount of money paid: $80.60 Business committed to provide: Ability to modify my booking in *************** of the dispute: I contacted the agency several days in advance to my reservation to modify my booking as my flights had changed. I just needed to pick up the car 3 hours early, but they said they couldn't modify the booking and I would have to cancel my booking and re-book. They said I would be charged a $50 cancellation fee and only receive a refund of $30. I asked them to waive the cancellation fee since the flights changing was completely out of my control and that I would just be re-booking with their company anyways and they would still get my money through re-booking. Business has not tried to resolve the problem. Itinerary #************** Confirmation# K6041501740 Logging into the reservation give me the option to modify the booking. When I tried to modify it, it told me to contact customer service instead.

  Business response

  09/18/2023

  19th Sep 2023
  
  Better Business Bureau 
  E.com - ******, ****** & Western **********
  Complaint Department
  
  RE: Carrentals.com Case #******
  
  Dear Better Business Bureau, 
  
  Thank you for taking the time to contact Carrentals.com regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention. 
  
  Carrentals.com is responding to the consumer complaint from *************************** (BBB case number ********) regarding a car rental reservation. 
  
  Our records indicate that on 03rd Sep 2023 ******* made a car rental reservation with Dollar Rent A Car. We understand ******* is requesting a refund for the cancellation penalty.
  I am sorry to hear about the hassle they had to face while trying to change this booking.

  Please know that as an exception, I have processed a refund of USD ***** to the original form of payment to their **** cad ending with XXXX-****. Please be aware that we are trying our best to make refunds a hassle-free experience for all our travelers, and they can expect to see the amount appear in their bank account in the next 5-7 business days.

  We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
   
  Sincerely,
  Sheetal
  Corporate Correspondence Team

  Customer response

  09/18/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi! I booked car rental with confirmation number **************. I was at airport to pick car an the person was very rude and made me wait for 1.5 hr to get car. There was no one to help or answer and he was very rude.. Also the car had visible damage and It was very dirty inside. It was smelling like someone smoked inside. This is not what I booked for. The person on desk did not allow me to change the car or even answer my questions. He was very rude and just told me to take the car or leave. I am happy to share pictures of how bad the car was inside when I picked it. I want the issue to resolved or else I will dispute the charge with my bank

  Business response

  08/08/2023

  Aug 8, 2023
  
  
  Better Business Bureau
  ******, ****** & Western **********
  Complaints Department
  
  
  RE: ********
  
  
  Dear Better Business Bureau,
  
  
  Thank you for taking out time to contact Expedia regarding an issue from our customer. We appreciate the ********************** ("********************") allowing us time to address the comments and concerns brought to our attention.
  
  
  Expedia is responding in reference to the correspondence received from ************************* (BBB case number ********) regarding the refund of a used car rental booking .
  
  
  Our records indicate that on 23 JUL 2023, the traveler booked a pay now rental car with Dollar Rent A Car for the dates 25 JUL 2023 - 26 JUL 2023. We are sorry to learn about the difficulties encountered by the traveler with the booking.
  
  
  We understand that the traveler is seeking a refund of the used car booking.
  
  
  Please know that we have investigated the case and we can confirm that the traveler contacted our support team on 28 JUL 2023, after completely utilizing the booking. The traveler asked for a full refund stating that the car vendor did not provide the good service and he was not satisfied with the car quality. Since the booking was already used, therefore, we could not approve the refund request.
  
  
  We understand that the traveler is seeking a refund, however, Expedia serves as a third party intermediary for our travel providers and our travelers. Therefore, any refund that our traveler may receive must be authorized or issued by the travel provider pursuant to their refund policies.
  
  
  In this case as the booking is completely used and also, the traveler did not contact us while he was facing the difficulties with the booking so that we could have called the car vendor and to arrange an alternate option or to approve a refund. Accordingly, we are unfortunately unable to accommodate any refund request. We wish our response could have been more favorable to you, but we are unable to do so.
  
  
  We are appreciative of your help in mediating a resolution of this issue and want to assure you that we believe the appropriate resolution was reached.
  
  
  If you have any further questions or concerns, please do not hesitate to contact us.
  
  
  Kind regards,
  ***************************
  Global Traveler Resolutions Team

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I reserved a car on carrentals.com with Routes. The day I was travelling I called to confirm the res and let them know my flight may be slightly late. They said they would note it. I still arrived to the rental location within 1 hour of my original reservation, however the wait was long. By the time I got to the counter they said my reservation timed out and there was nothing they could do. I was still charged. Carrentals.com claims that Routes will not waive the charge, yet Routes said to contact carrentals.com. My bank reversed the fee, and Routes/carrentals denied the dispute and I was re-charged. I just want a refund. I did not cancel, nor was I a no show. I was there in the office to pick up my rental and I communicated with them prior to pick up, yet they did not fulfill their agreement with me. I do have a witness who was with me at the car rental place as well. The itinerary number was **************. It was for April 19th-23. Please help. Thank you.

  Business response

  07/11/2023

  I am writing this letter to sincerely apologize for the unfortunate experience you encountered during your recent reservation with our company. We deeply regret any inconvenience or frustration this may have caused you and assure you that we take your feedback seriously.

  First and foremost, we want to emphasize that we are truly sorry for what happened that day. As a company, we always strive to provide the highest level of service to our valued customers, and it is disheartening to learn that we fell short of meeting your expectations on this occasion.

  
  Upon investigating the matter thoroughly, we are unable to identify the exact reasons behind the response you received regarding your reservation. It is against our policy to deny or dishonor any reservations, even during periods of high demand when our fleet is fully booked. Our primary objective is to ensure that our customers have a positive experience, and we make every effort to provide them with the best available vehicle that meets their requirements.

  
  Having said that, we understand your frustration and disappointment, and we sincerely apologize for the inconvenience caused by the response you received. To address this issue promptly, we kindly request that you contact the booking website once again to request a refund for the reservation. Unfortunately, we do not have direct access to the refund process, as it is managed by the booking website. We assure you that we will cooperate fully with the booking website to ensure your refund request is processed efficiently.

  
  Please be assured that we are taking this matter seriously, and we are implementing measures to ensure that such incidents do not recur in the future. We value the trust you have placed in our company, and we are committed to learning from this experience and improving our services.

  
  Once again, we extend our sincerest apologies for the inconvenience caused. We genuinely appreciate your understanding and patience in this matter. If there is anything else we can do to assist you or if you have any further concerns, please do not hesitate to reach out to us directly. We are committed to resolving this issue to your satisfaction.

  
  Thank you for bringing this matter to our attention, and we look forward to the opportunity to serve you better in the future.

  Customer response

  07/12/2023

   
  Complaint: 20199564
  
  I am rejecting this response because: Carrentals.com who is the booking agent told me to contact the direct company. Carrentals.com also called Routes and Routes refused a refund from the local office. This is why I resorted to BBB. Carrentals.com was told I would contact BBB. My bank is also awaiting further documentation on this unfortunate experience.  Again, I cannot justify this charge. We actually had to call an Uber to our hotel from Routes which I would also love for Routes to pay for plus all the additional ubers because we didnt have our carrental we expected to have.  At the least they can refund the money. Please. Thank you.
  
  Sincerely,
  
  ***********************

  Customer response

  07/13/2023

  I have attached the reservation from carrentals.com

  Yes, I communicated with them several times, and they called Routes local ************* office, and Routes refused to release a refund. My bank also called Routes.  They are the issue.

  Thank you again for your time, and your help. 

  Business response

  07/26/2023

  27th July 2023
  
  Better Business Bureau 
  E.com - ******, ****** & Western **********
  Complaint Department
  
  RE: CarRentals Case #******
  
  Dear Better Business Bureau, 
  
  Thank you for taking the time to contact CarRentals regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention. 
  
  CarRentals is responding to the consumer complaint from *********************** (BBB case number ********) regarding a car reservation with Routes. 
  
  Our records indicate that on 15th April 2023, ***** made a car rental reservation with Routes for the travel from 19th to 23rd April 2023. We understand ***** is requesting a refund.

  I have contacted the car rental company on their behalf to get a refund approval. Unfortunately, they denied the request. Please know as an exception, I have processed a refund of USD ***** to the original form of payment to their **** card ending with XXXX-****. Please be aware that we are trying our best to make refunds a hassle-free experience for all our travelers, and they can expect to see the amount appear in their bank account in the next 5-7 business days.

  We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
   
  Sincerely,
  *************************
  Corporate Correspondence Team

  Customer response

  07/26/2023

   
  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.
  
  Sincerely,
  
  ***********************

*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. ↩