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Business Profile

Auto Rentals and Leasing

Airport Van Rental

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Rentals and Leasing.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/06/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 an online reservation for two 15 passenger vans on March 27th to be picked up on June 7th at 4pm, paid in full. On June 6th at 3:46pm I received a message stating "Unfortunately, due to the overbooking made by the third parties and the delayed returns, SUV's are not available at the moment of your rental on 6/7/24." In addition to not having the vehicles that we were counting on and needed in order to transport scholars in our program, we requested a refund at that time. It is now 9/6/24 and we have yet to receive the refund in the amount of $10,005.96. I have spent a ridiculous amount of time on the phone and web trying to find out why the refund has not been processed. Each time, I am told that they will pass the matter to upper management and get back to me. I have had to call back each time as no one reaches out. This refund is now 3 months past due since the company canceled our reservation.

  • Initial Complaint

    Date:03/19/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    My family rented a Mini-van from the *** company 3/1/2024 - 3/3/2024. It was advertised that the van would have air conditioning and was in full working order. The van had no working air conditioner. The company (both the ****** office and costumer service) was contacted within one hour of having the van. We were told there were no further vehicles to drive and we would have to continue using the van with non-working air conditioning. **************** told me the manager of the ****** branch would have the authority to offer a discounted or pro-rated adjustment for the inconvenience and due to the van not being safe. I was told I would be contacted. Two weeks went by and no contact. I called the ****** branch and was told by ******** that ***** (the manager) would contact me via telephone. I have yet to hear from ***** via the telephone. ***** did send an email stating that customer service would have to take care of the issue (which contradicts what customer service told us). I have called ****** in customer service 4 times and left a message each time. I have not heard from ******. I re-contacted the ****** Branch today and have still not heard from *****. This company is not providing safe vehicles to drive. They are not providing the vehicles that have the features they have guaranteed their costumers. The van we were provided was not safe from my 7 year old and 4 year old. I would like someone to reach out to me so we can solve the issue and have a rate adjustment for the amount I paid for the vehicle.

Airport Van Rental is NOT a BBB Accredited Business.

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