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:07/10/2024

  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 pick up an car from ****************************************** ***************, this location has scam me out of $200 dollars, the car I received from this location was transported from ******** impound lot and was brought back to ******* car rental place. I received an vehicle that was dirty on the inside with old blood stains and never been clean by the rental car company at all, I was given an outside exterior check list sheet to check off any outer damages. I never seen the inside of the car until they were about to close and than I received the keys. The customer service guy I was dealing with at the front desk on 6/27/24 never once said allow them to clean the inside first. I actually had to through cleaned the car myself because I have a 4yr old and and 11yr old riding in the backseat, and they were complaining they were itching and the car is dirty, I spoke with a manager on the 6/28/24 at 9:12am that morning he said he was grabbing some breakfast and I could bring the car back once he got back to the office I was unable to do so because I couldn't wait for him to finish his breakfast, I had a cruise to be on by a certain time and I had to get to the port to check in.When I return the car 7/1/24 I was told that I would received my security deposit within 2-5 business days and after the 5th day to call them to inquire if I haven't received it. I called 7/8/24 I was than told 7-14 business days I would received my money back, that's when a guy from the company called back on 7/8/24 saying I didn't received anything yet because of an toll violation, I tried to explained I have a total of 4 receipts and all the tolls were paid for he yelled at me and told me "Fuck you" and than hung up the phone, I called back to ask for that rude disrespectful guy name, they wouldn't give it to me. I asked for an supervisor and they played games with me as if they didn't have one, than I received an $-48.39 charge on my bank card for a toll violation .

• Initial Complaint

  Date:06/02/2024

  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 prepaid for my rental car. On May 28th I went to pick up car and they don't have a human desk teller. They have a zoom screen to talk. They took pick of my driver license and insurance card. (I told them I am refusing their insurance)...they also made me pull up my insurance declaration which I NEVER HAD TO DO AT ANY RENTAL COMPANY BEFORE. After all this the woman stated I had to purchase their insurance for $49 dollars..I refused and told them to cancel rental car.. She then stated I would loose my $60 I prepaid for the rental car..after arguing for 30 min I ended up getting car so I would not loose my $60...THIS RENTAL CAR PLACE IS A SCAM. I asked to speak to a supervisor and was refused. I want my $49 back CARWIZ. in ************ ripped me off for.

• Initial Complaint

  Date:04/07/2024

  Type:Sales and Advertising 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.

  After a long wait for the shuttle, I got to the rental counter at 8PM. I had prepaid for the car ($78). The lady at the counter me I was required to purchase the "mandatory insurance" even though we have rental insurance through our credit card and insurance company. The price for this "mandatory insurance" was $180. This is a ridiculous price for a $78 car. She said the requirement was in our "terms and conditions." I looked, it's not there. And even if it was, this would need to be disclosed up-front and not hidden in some font 4 document. We declined the insurance and thus the car. We want a refund.

• Initial Complaint

  Date:03/28/2024

  Type:Product 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.

  Rented a car- paid prior to flight. Went to pick up the car. Waited until after 10pm with my child for an email with a lock box code that never came. Website did not indicate that the car had been cancelled until the expected pickup time of 10pm came. Calls have been made and have not been returned. Unable to speak with anyone. Priceline has not been able to get into contact with Carwiz either. I have spoken to Priceline twice now and they have still not been able to reach anyone. No one at the actual car pick up facility is able to help; on site employees are not agents and cannot help people who are there to pick up rentals. I left with out picking up a car, have not received return call, I am out $241.00, and then I get a satisfaction survey on my experience. I just want a refund as no service was provided and the cancellation was not requested me.

• Initial Complaint

  Date:02/15/2024

  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 purchased a package through Priceline. After I arrived at the office on 02/05/2024, I commented to the agent in the building that I saw several toll sections. We discussed how long the drive would be to get to the hotel. He said it would be good to get the transponder. He did not tell me there were charges for the transponder. I started reading the rental form and he said basically what I was initialing for was that I wouldn't take the car out of state, and I wouldn't let anyone else drive the car. He asked me if I had insurance and I said yes, State Farm. When I got back to the car rental office on Thursday, 02/08/2024, I told the agent I wanted to go over the fees on the receipt. I said I did not request any extra insurance. He said in ******* extra insurance was required because regular insurance policies did not cover enough. I said I thought I had only gone through one toll on the way in and on the way out. He said there may have been extra toll areas that I did not see. He said the tolls would come through in the next few days and would go on my credit card. He said if a rental car goes through a toll area without a transponder, there would be a charge of $50 per pass. He highlighted the extra charges and said he would have his manager call me and that they could look at the cameras to see what was said. I said I would like his manager to call, but no one has called me yet.I contacted my car insurance company State Farm and asked if there was extra car insurance required in *******. The agent contacted the Carwiz rental office to investigate. She called me back and said that ******* told her it was not required but some people asked for it. He said he told her he had a customer, and I could call in about a half hour. I have tried to call twice; the first time no answer and the second time I was cut off.Car rental businesses should be transparent, and ******* should review all optional and required charges with the customer before initials.

• Initial Complaint

  Date:01/21/2024

  Type:Product 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 reserved a rental car via booking.com for the CARWIZ location in ***************. The terms and conditions that were provided did not state a specific minimum for insurances to hold to be able to use personal insurance to cover the car. My personal insurance meets or exceeds all state minimums and far exceeds the minimum for the ****************. Upon arriving at the location, they demanded that I purchase their additional liability insurance and claimed the minimum total liability was in the terms and conditions (which it was not). I then made other reservations and abandoned the reservation at CARWIZ. I would like not only the amount that I paid initially refunded but also the difference in price of the second reservation I made to be refunded. The second reservation total was $203, therefor, the difference ($121) and the original fee ($82) together made for a total requested refund of $203.

• Initial Complaint

  Date:11/27/2023

  Type:Sales and Advertising 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.

  This is business is a scam. I booked a rental car from them through a third party company (Priceline) and paid upfront. When I got there, they said I had to pay more fees, had to buy their insurance to get a rental car. The fees and insurance would end up costing more than double the original quote. They refused to refund me my money when I refused to pay their additional fees and buy their insurance. It is worth noting that I have good insurance and have never needed additional insurance at any other car rental agency. They wanted me to buy their insurance of $300K when the car is only worth $30K brand new. Now I'm being charged for a car I never picked up. This place is a complete scam.

• Initial Complaint

  Date:09/23/2023

  Type:Sales and Advertising 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 made a car reservation through Priceline and when I arrived to pick up the car they would not let me get the car because I refuse to allow a $400 deposit to be held on my credit card and they refuse to return my deposit. There was nothing mentioned about $400 deposit prior to me booking. I did go through the site and found in the small print about a $400 deposit for using a debt card and $200 for a credit car which is what I was using.

• Initial Complaint

  Date:03/20/2023

  Type:Product 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.

  We booked a car online to pick it up in ******* *** ****** Airport through Wisecars for our trip 11/21/2022 to 11/30/2022 (Wisecars reservation number is 75731387). Later Wisecars sent us an email and let us know a company called Carwiz would provide the car (Carwiz reference number **********). After we flew from ******** to *******, we met a representative of Carwiz in the car pickup place. The representative gave us the car and told us that we could sign the contact later after we read it since he was busy during the time. In the same day, we read the contact and found that the car is not allowed to drive in other state except *******. Since our travel plan is a round trip between ******* and *** ******* we messaged the Carwiz representative that we could not sign the contract because of the location limitation. The representative said that we could return the car back and he would refund us the money for the unused portion of our trip. We returned the car the next day per his instruction.
  Upon returning from the trip, we checked the credit card transaction records and did not see any money refunded. We messaged the representative and the representative said it could take 30 days to get the refund. By now, it is more than 3 months and we still do not get any refund. And the representative no longer answers any of our messages.
  Attached please find the texting exchanges between us and the representative of the Carwiz.

• Initial Complaint

  Date:02/10/2023

  Type:Sales and Advertising 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 for a trip from **********. The plane was delayed. We arrived at 6 pm to be informed they, since I arrived 60 mins late they they had no car for me. If I wanted I could rent the last vehicle they had for $46/day more. Thats 3x the mid size I rented. I want my prepaid rental money back.